I made a thread here a few days ago about how my 3vo keeps randomly rebooting:
http://forum.xda-developers.com/showthread.php?t=1176931
The phone likes to randomly reboot, freeze or suddenly goes into a phase where its unable to turn on at all unless I do a had reset by holding down volume down and the power button. I took it in to sprint and they saw how it wouldn't even turn on, and all these morons did was reset it again claiming to have fixed the problem. They refused to give me an exchange.
When it started rebooting again, I went back and they told me to go to the sprint repair center where I'd have to drop it off and leave it there for a few hours where it would be tested for the problem. I live really far from this repair center and to make it worse, the idiots at that store told me, if they could not replicate the problem, they would not honor any exchange policy. The problem with this is that the rebooting is really random, sometimes the phone can go a full 2 days without any issue and then without warning all hell will break loose. The person who had reset my phone before even went as far as to say that there is nothing wrong with my phone and that its well within normal operation.
wtf is this? This is the biggest joke of a customer service I have ever seen. I'm really starting to miss T-mobiles service now. I've called multiple sales reps and stores and all they do is try to redirect me to someone else over and over again.
Any advice? I really like the evo 3d, all I ask is for a damn phone that isn't defective.
Try to find another store or call and ask for a supervisor for customer care and have them note your account to replace your phone. You should definitely get it exchanged. This is not a common problem with the phone at all.
The other option is if you are still within your 30 days, go to the store and tell them you want to return it and then buy it again but this time get a newer device. You can do that within your 30 days of course unless you are waiting to try out the Moto Photon.
I had the same issue,went thru two phone already so this problem do exist..
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al3azim said:
Try to find another store or call and ask for a supervisor for customer care and have them note your account to replace your phone. You should definitely get it exchanged. This is not a common problem with the phone at all.
The other option is if you are still within your 30 days, go to the store and tell them you want to return it and then buy it again but this time get a newer device. You can do that within your 30 days of course unless you are waiting to try out the Moto Photon.
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Yeah, I'm within my 30 days.
I called another store and they said I'd be charged $35 if I wanted to exchange it without taking it to the repair center.
Guess I'll just have to go to the sprint repair center and wait around a few hours while hoping the phone crashes while its there.
I've never seen such a bull **** exchange policy. The rep who reset the phone when it wouldn't start told me to stop installing too many android apps and blamed me for the problem, of course I was running factory stock.
A few years ago I bought a defective phone from tmo, all I did was called and told them, and they had a new phone waiting for me at the store when I came in. Has anyone else had to deal with this ****ty sprint customer service or is it just me?
Yea not normal. Had mine since launch. Not one reboot.
Sent from my 3rd Dimension of Evolution
I replaced my phone 3 times (seems like the batch was bad) and i bought it at Target..all I did was tell the guy about the problem and I got it replaced every time..he didn't even check..he gave me a phone this last time.from a new shipment and the phone is.flawless..Happy I.got a.good.one because I love the phone..don't know why you are having issues because they can replace it no problem if they want.
Sprint customer service is by far the worst.
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Yeah, I'm not at all happy with coming to sprint from T mobile so far. Sprints 3g is also a joke compared to HSPA on T mobile. I'm willing to overlook all these things if they'd just give me a damn phone that isn't broken.
I'm surprised that everyone else around here is able to exchange the phone so easily but the guys I'm dealing with are making it a huge pain. Maybe I just got unlucky with the sprint store around here.
poweroutlet said:
Yeah, I'm within my 30 days.
I called another store and they said I'd be charged $35 if I wanted to exchange it without taking it to the repair center.
Guess I'll just have to go to the sprint repair center and wait around a few hours while hoping the phone crashes while its there.
I've never seen such a bull **** exchange policy. The rep who reset the phone when it wouldn't start told me to stop installing too many android apps and blamed me for the problem, of course I was running factory stock.
A few years ago I bought a defective phone from tmo, all I did was called and told them, and they had a new phone waiting for me at the store when I came in. Has anyone else had to deal with this ****ty sprint customer service or is it just me?
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Just to give the other side of this (ie the store)
It does suck that you have a bad device and resetting it is the protocol first. But there are a lot of people who will buy android phones, take them and load every app they can fit on, then come back for exchanges. "My phone doesn't work etc etc."
They will keep doing this endlessly simply because they don't know how to use the phone properly. Doing a reset on these phones fixes the problem 90% of the time, so the stores do this first to cut down on wasted devices, time and money.
I understand that you probably don't fall into that category, but, as with everything else in the world, the bad apples spoil the pie. Hope thy get that straightened out for you soon
What I did was called customer service and told them about a problem I was having, although when I took my phone to the sprint store PRIOR to me calling CS, they said there was nothing they could do, or would do for that matter. So I called CS, and they emailed me a invoice, telling the sprint store what, and how to give me the excange. Then I went to the sprint store with the invoice in hand, and they HAD to give me my replacement Evo 3D. I was within my 30 days.
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See my thread here:
http://forum.xda-developers.com/showthread.php?t=1182917
Im going thru the same issue. My third EVO is being sent to me on Monday.
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poweroutlet said:
Yeah, I'm not at all happy with coming to sprint from T mobile so far. Sprints 3g is also a joke compared to HSPA on T mobile. I'm willing to overlook all these things if they'd just give me a damn phone that isn't broken.
I'm surprised that everyone else around here is able to exchange the phone so easily but the guys I'm dealing with are making it a huge pain. Maybe I just got unlucky with the sprint store around here.
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I came from tmobile and everything about sprint is better! Better phones, faster web and by far the best customer service I've ever had from any carrier! Go ahead and go back to tmobile! Les people to hog this network!
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I am sorry that you have to go through this crap, as people said i would call cs. I had to exchange my device twice at the sprint store, the first time was mainly because of network speed and battery life, after i waited 2 hours for the techs they couldn't find anything wrong except when i did a speed test my phone got way slower dl speed then another phone at the same sprint store. so the rep exchanged the product, the second time my phone was acting u, kind of like your, freezing, screen shutting off, and other things. after a few factory resets my phone would still not act right. so the next time it froze i just brought it in, frozen and explain that i already tried the factory reboot a few times - they had no problems exchanging my phone. I recommend that next time your phone freezes you just bring it in, this way they are able to see the problem themselves.
sniperkill said:
What I did was called customer service and told them about a problem I was having, although when I took my phone to the sprint store PRIOR to me calling CS, they said there was nothing they could do, or would do for that matter. So I called CS, and they emailed me a invoice, telling the sprint store what, and how to give me the excange. Then I went to the sprint store with the invoice in hand, and they HAD to give me my replacement Evo 3D. I was within my 30 days.
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^^^ This.
Stores suck for customer service, but if you call CS they are monitored for their CS and usually will do whatever it takes to make you happy, within reason of course. I would make the call and they should take care of you.
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I came from T-Mobile also and aside from the faster 3g Speeds, I could not be happier with sprint, the service is awesome and I have always gotten credit/discounts/ free airwaves/exchanges and whatever else from the rententions team, They do there very best to help out, If you get a rep that you can barely understand .. ask to be transfer to account services and you will get all the help you need... I couldnt never get that service with T-Mobile even after 7 years of being a great customer ... Yes CDMA/WIMAX is far from perfect but I would not want to be anywhere else...
What I would recommend is going to the sprint store, cancelling the upgrade and returning the phone, then go buy the phone at radioshack or bestbuy. i work for radioshack and if a customer had a real issue with the phone, our store would replace it until it worked properly.
I had the same problem with random reboots, about 5 times the first week. I took it back and they replaced it right then. You have to find the one intelligent person that works there and only deal with them. (I choose to believe there is at least one at each store) I have been blatantly lied to, downright scammed, and treated like **** by so many dumb-ass incompetent in-store reps that I wouldnt believe anything they say. Just keep trying different reps/stores til they exchange it.
Aside from the in-store reps I am a happy sprint customer.
blaz4me said:
What I would recommend is going to the sprint store, cancelling the upgrade and returning the phone, then go buy the phone at radioshack or bestbuy. i work for radioshack and if a customer had a real issue with the phone, our store would replace it until it worked properly.
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CAn't say I agree with this. If you are within your 30 days still, then I would recommend doing what the other guy did above and get the invoice printed off and going to a corporate and not a repair store to get it exchanged. Its really a toss up in which results you may get, but more corporate stores are made to listen to what CS has to say and the results they can pull up.
Maybe its just me, but my sprint customer service experiencE has been great. They always fix my problems without any fuss.
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About the whole TMO vs sprint thing. I'm not bashing sprint as a whole. Obviously they have attractive pricing, the best data plans (actually unlimited), solid coverage, etc. I'm just saying my T mobile customer service experience was far superior to what I have seen so far. In the past sprint was known to have the worst CS for sure. I've heard they have improved a great deal recently, of course I have yet to see it.
Tomorrow I will contact sprint CS directly and not the store and see what they can do. If CS can't just get me a replacement, then I may have no other option then to go to a repair center, which is frankly absurd considering this is a brand new phone and the sales reps themselves have seen my phone malfunction right before their eyes even after the factory reset.
I guess one way or another I will get a new Evo 3d and I hope the new one will just work right so I can get back to enjoying the phone. I've had over 7 reboots in the last 3 hours with this phone, its unbearable at this point.
So I was having a weird issue with my wifi turning on and off until it errors out. SO I took it in and they said it was my apps causing the prob... actually it started happening when I updated the software a few months ago...
3 hours go by, they completely remove the phone software and re-load it.. still no good.. so they said they would order me a phone and it would be in wednesday 'today' this all happened monday.
so I go pick it up, he puts the battery in and re-assembled the case, all was good... when I get home; I sat on the couch and got ready to re-download all my apps which is when I notice that the 'back' button isnt lit... like the LED is bad or just not there. So I think... maybe its supposed to be like that. NO, I looked at an old video I took of my phone and everything worked..
so I get to snooping around by taking the phone case apart and found a sticker saying ' VTO 10/06/2011' VTO means I have no idea, however I also found some weird sticky goo where the seam of the case goes...
clearly this phone is either re-furbished poorly or straight up used... I paid full price for that phone and I expect a replacement Identical to the one I bought.
keep an eye out if you use your insurance for an in-store exchange.
All in store DHRP/insurance replacements are refurbished devices regardless of whether a claim was filed and deductible paid or not. I don't agree with the process myself, however sometimes it works to your advantage. Currently if you have an Evo 4G and take it to a store with a problem that justifies replacement, they can order you an Evo 3D in it's place. It always just depends on the current exchange lists. As for the refurb part, there's not really any way of avoiding it.
That really blows, I'd go raise hell and at least get one that doesn't look jacked up. Even refurbs are supposed to "look" brand new, the chipset is the only used part. Generally anything within your first 30 days, you can exchange for another brand new device, after that, it's refurbs. Best of luck to ya.
The backlight on the button should allow you to exchange for another one. It is clearly defective. Can't blame that one on no app.....
That sucks man. On Monday I took my og evo in with a broken screen and I had insurance . They replaced it with a new in box evo 3d.
That's why I don't like sprint's insurance. With the bestbuy insurance, they'll take it, no questions asked. They'll have it replaced in 2-3 days and will give you one that was repaired so well you can't tell if it was new. Also, my replacement wasn't updated so I could S-OFF it.
I've had other phones replaced there and its the same thing. For older phone models, they just give a new one.
Next time you buy your phone, get it from bestbuy with insurance.
fml, fml,mother fml....
so I show up in the store today after work,.. talked to miguel 'spoke about 10 words of english' and he basically told me if its not within 14 days of the purchase date he couldnt do anything... then he showed me the door.
I asked him what the MFG warranty was... he said to call them.. wow
I called them in the store and clearly explained how he was a **** in front of everyone hoping he would do something... but he just walked into the back room and i never saw him again.
another 2 hours on the phone 'no joke' and that got me nowhere...
At this point... id rather just have my old phone back =( problems or not... at least I know it was taken care of.
hvguy said:
fml, fml,mother fml....
so I show up in the store today after work,.. talked to miguel 'spoke about 10 words of english' and he basically told me if its not within 14 days of the purchase date he couldnt do anything... then he showed me the door.
I asked him what the MFG warranty was... he said to call them.. wow
I called them in the store and clearly explained how he was a **** in front of everyone hoping he would do something... but he just walked into the back room and i never saw him again.
another 2 hours on the phone 'no joke' and that got me nowhere...
At this point... id rather just have my old phone back =( problems or not... at least I know it was taken care of.
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Try a different sprint store. Usually, you'll find a good one if you keep going to different ones.
Today I just realized that ATT has REALLY great customer service. And their cancellations department has the power to do ANYTHING.
So I originally got an HTC Inspire back in May. 1 month into the phone my phone bricked on me. To be honest I didn't know if it was because of the ROM that I flashed or because the phone just had problems. Luckily, since I was in Costco's return period they replaced my phone with a brand new one. However, just recently it happened again after my phone died. Again I don't know if it was the ROM (MIUI) or something else. But I couldn't turn it on at all even with a new battery. So I got a refurbished model from an ATT warranty center by my house. And damn, no matter what ROM (even completely stock w/out root) I always get force closes, random reboots, and errors regarding gapps. So I called customer care and asked them if they can do something else other than send me another Inspire. They said they have to file a report and contact me within 48 hours if I can get a different phone. Well, it's been a week and nothing. So I called their cancellation line just to see what happens, and I told my story without raising my voice and being very polite. The lady right away agreed that she would be mad if her phone had the same problems and asked what phone I wanted to get. I told her the GS2 and she said "No problem. I can give you that phone as an upgrade. You'll just be extending your contract for 2 years on this day, which is just 6 more months from your original end date. The phone usually goes for $299 with a $100 mail in rebate, but i'll give it to you for $175, with an instant rebate and waived activation fee and shipping fee." I didn't even have to ask her to give me a better deal or waive those fees!
So i'll be joining the GS2 family very soon once I receive it during the mail. And if you guys have any problems I suggest going directly to their cancellation line. They can do anything without the need of a supervisor.
Oh and best of all... I dont even have to turn in my Inspire. They said I get to keep it and can probably get a different one at the warranty center since it still has its 90 day warranty!
I used to do the same thing every year till now I have one of my 4 lines eligible every 4-6 months. The key is to remain calm and they will do lot to avoid you cancelling. It also helps I have been a At&t/Cingular wireless customer for the last 13 years with the last 5 as premiere.
Started having trouble today after receiving the HERE Drive App. It worked for about half a day and then started to force close on it's own. I tried every combination of getting the App to work... it would launch the app start screen then close. I did phone restarts and soft resets to no avail. So I backed up my data and did a hard reset. 2 hours later, I staring at the spinning gears screen. I took it to AT&T and after explaining to him what happened and what I did to fix, he commenced to waste another hour of my life until he finally got on the phone with a Nokia tech rep. I spoke to the Nokia rep for a few moments and he basically said the only way to fix is to send it in to Nokia for repair (minimum 10 business days). So I said, what about my phone service?... to which he replied in a slightly crass tone that it "wasn't his problem". After that, the AT&T salesman looks at me and says nothing... just gives me the "maybe if I ignore him he will go away look". At which time I told him I want my phone line and data line turned off in the interim at no penalty to me. So he says, don't you have an old phone you can use?... to which I say, no, I want my phone line and data line off. So he says, well you can use this p.o.s AT&T phone in the meantime... to which I say, no, I want my phone line and data line off. He finally refers me to the warranty store to get it replaced. 90 minutes of my life I'll never get back, crap service by AT&T, and an attitude by Nokia. Tomorrow, I get to go through this entire process again at the warranty store to try and get my phone replaced. Not a happy customer right now.
If there is a Microsoft store near you, please take it there before doing anything else. Be nice to them. The one near me replaced mine with the SGoD no questions asked. I was given a brand-new, not refurbished one, and I'd had it since launch. They also replaced the replacement as that one had light leak.
I got my s9+ on March 14 and exactly 2 weeks later out of the blue it just randomly shuts off. I figure well thats weird but not the first time a phone has done that. I boot it back up and less than a minute later it goes right off again. long story short it won't stay on for more than a minute I tried factory data reset several times didn't fix anything. I contacted Samsung at this point I was so mad I just wanted a refund but they said I am 1 day over the 14 day return period so they refused.
The only option I have now is to send it in for warranty work which will take up to 10 business days not counting transit times. I have to say I am in utter disbelief at samsungs customer service. You can say what you want about Apple but there customer service is absolutely incredible. I had a problem with an iPhone once, went in and had a brand new one fully restored and ready to go within the hour.
Had I bought the phone from the carrier store and not online from samsung's website they said I could have just swapped it out so needless to say I will never make that mistake again.
Anyone else have any similar experiences?
same thing happened to me with my S7 Edge, after 3 weeks, screen died.
Samsung's customer service is in Asia, pretty disappointing, the best thing is, in Australia we have local samsung stores, popped in and they swapped it out right away.
Mine shuts off whenever the screen isn't being used or it goes into bootloops. Which is highly strange considering I haven't tried doing anything to the phone but I've done factory resets and cache wipes but still doesn't fix it. Although I got mine thru sprint and it was past the 2 days return policy but they're exchanging it for a brand new one. I told Samsung about it and they had told me it could take a month for them to fix or replace.
Mine is working perfectly. As I suspect are the vast majority of the millions sold. Every product made by man will see some failures. That's why there are warranties.
rbtrucking said:
I got my s9+ on March 14 and exactly 2 weeks later out of the blue it just randomly shuts off. I figure well thats weird but not the first time a phone has done that. I boot it back up and less than a minute later it goes right off again. long story short it won't stay on for more than a minute I tried factory data reset several times didn't fix anything. I contacted Samsung at this point I was so mad I just wanted a refund but they said I am 1 day over the 14 day return period so they refused.
The only option I have now is to send it in for warranty work which will take up to 10 business days not counting transit times. I have to say I am in utter disbelief at samsungs customer service. You can say what you want about Apple but there customer service is absolutely incredible. I had a problem with an iPhone once, went in and had a brand new one fully restored and ready to go within the hour.
Had I bought the phone from the carrier store and not online from samsung's website they said I could have just swapped it out so needless to say I will never make that mistake again.
Anyone else have any similar experiences?
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Samsung's site listed a 30 day return window when I bought mine on their site. Samsung Direct is horrific. They took over 6 months to give me a $100 coupon they owed me because of a flub on a S8+ order last year. I would recommend talking to them again until they do a refund/RMA set up. You can always talk to your financial institution if you used credit card to make the purchase. See if Samsung does advanced exchanges or offers the service on the free trial version of their Samsung Premium they include with new purchases. It is supposed to last a month. It does not make sense one should have to go without a phone for 10 days because of "repairs." Repairs could include refurbished parts in a 14 day old device.
If those don't work, get it repaired, sell the device off, and get another phone from someone more reliable. I recommend keeping an eye for the Pixel 2 XL, HTC U12 Plus (rumored device), OnePlus 6 (rumored device).
nviz22 said:
Samsung's site listed a 30 day return window when I bought mine on their site. Samsung Direct is horrific. They took over 6 months to give me a $100 coupon they owed me because of a flub on a S8+ order last year. I would recommend talking to them again until they do a refund/RMA set up. You can always talk to your financial institution if you used credit card to make the purchase. See if Samsung does advanced exchanges or offers the service on the free trial version of their Samsung Premium they include with new purchases. It is supposed to last a month. It does not make sense one should have to go without a phone for 10 days because of "repairs." Repairs could include refurbished parts in a 14 day old device.
If those don't work, get it repaired, sell the device off, and get another phone from someone more reliable. I recommend keeping an eye for the Pixel 2 XL, HTC U12 Plus (rumored device), OnePlus 6 (rumored device).
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It does actually say on there website return period is 15 days.