Related
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..
Sent from my PG86100 using Tapatalk
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.
Click to expand...
Click to collapse
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.
Sent from my PG86100 using XDA Premium App
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?
Click to expand...
Click to collapse
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.
Sent from my SPH-D700 using XDA Premium App
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.
Sent from my PG86100 using Tapatalk
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.
Click to expand...
Click to collapse
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!
Sent from my PG86100 using XDA Premium App
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.
Sent from my SPH-D700 using XDA Premium App
Click to expand...
Click to collapse
^^^ 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.
Sent from my PG86100 using Tapatalk
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.
Click to expand...
Click to collapse
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.
Sent from my PG86100 using Tapatalk
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.
I bought a Photon from a guy off CL today. It was new but one that was sent back as a warranty replacement phone. Still had the screen protector on it, the battery was in a sealed as was the back plate.
Here's my issue
When youre using the phone, about every 15 seconds, the displays shuts down. It doesnt actually shut down, it just displays nothing.. the display light at the bottom is still on and pressing the power button twice fixes it for about 15-20 seconds. Basically you have to put the screen to sleep and then wake it back up to the lock screen.
Is this a known issue or did I get a lemon? Ill probably never track this guy down again to make this right.
Have you tried chaning the display settings?
Settings >> Display >>> Screen time out increase to something else??? While you are there make sure it is not on 15second timeout????
Having the timeout at this setting would explain this weirdness?
MadFlava said:
I bought a Photon from a guy off CL today. It was new but one that was sent back as a warranty replacement phone. Still had the screen protector on it, the battery was in a sealed as was the back plate.
Here's my issue
When youre using the phone, about every 15 seconds, the displays shuts down. It doesnt actually shut down, it just displays nothing.. the display light at the bottom is still on and pressing the power button twice fixes it for about 15-20 seconds. Basically you have to put the screen to sleep and then wake it back up to the lock screen.
Is this a known issue or did I get a lemon? Ill probably never track this guy down again to make this right.
Click to expand...
Click to collapse
Take it to the sprint store. My first off ebay was riddled with issues, second from asurion is still running flawless
Sent from my MB855 using XDA App
Try
Settings,Dispaly, Screen time out.
It not the screen timeout. The screen isnt actually going off.. its just going black.. the backlight stays on and the buttons stay lit up and touching the screen actually makes things happen, you just cant see them happening. Actually turning the screen off and then back on with the power button is the only way to fix it.
Well, took it to Sprint and they wouldnt touch it. Told me it had to be on the account for 30 days. I doubt I have any luck getting the guy I bought it from to help me get it warrantied so I guess Im stuck with yet another Sprint POS.
Took the phone to a non corporate store and talked the tech into ordering me a replacement. We discussed that phone versus the Epic 4G Touch and he agreed with me that the Photon was a far superior device from an actual phone standpoint.
Nice you lucked out.
MadFlava said:
Took the phone to a non corporate store and talked the tech into ordering me a replacement. We discussed that phone versus the Epic 4G Touch and he agreed with me that the Photon was a far superior device from an actual phone standpoint.
Click to expand...
Click to collapse
MadFlava said:
Well, took it to Sprint and they wouldnt touch it. Told me it had to be on the account for 30 days. I doubt I have any luck getting the guy I bought it from to help me get it warrantied so I guess Im stuck with yet another Sprint POS.
Click to expand...
Click to collapse
This is garbage if you have TEP there is no reason they shouldn't work on your phone...
Rule #1. Never tell sprint you bought a phone from Craigslist or any other place besides radio shack, target, bestbuy etc. I've purchased a **** ton of CL phones so i have experience lol. When you buy a CL phone you just call to activate it and if they ask just say you got it full price from best buy. They shouldn't really ask questions. Also, if your previous phone was insured it should transfer over without question. As far as getting a replacement, you need to create an elaborate story with details and make believe issues then they'll send you out a replacement lol. They like to "troubleshoot" first.
kennypow3rs said:
Rule #1. Never tell sprint you bought a phone from Craigslist or any other place besides radio shack, target, bestbuy etc. I've purchased a **** ton of CL phones so i have experience lol. When you buy a CL phone you just call to activate it and if they ask just say you got it full price from best buy. They shouldn't really ask questions. Also, if your previous phone was insured it should transfer over without question. As far as getting a replacement, you need to create an elaborate story with details and make believe issues then they'll send you out a replacement lol. They like to "troubleshoot" first.
Click to expand...
Click to collapse
Thanks for the advice. Ill definitely use it next time this comes up. Im hoping the Photon serves me well enough to finish out my contract and just to VZW.
MadFlava said:
Thanks for the advice. Ill definitely use it next time this comes up. Im hoping the Photon serves me well enough to finish out my contract and just to VZW.
Click to expand...
Click to collapse
Yeah mine expires feb 17th this year. Not sure if I'm staying or switching. I've definitely never had an issue getting a replacement phone for one that I purchased from CL. I hope it works out for you!!
Hello,
With Sprint switching to LTE and the fact that there are Cities like Las Vegas where 3G Speeds have increased greatly has me leaning towards staying.
In truth, thanks to my EVO 3D fiasco, I have a 0 Dollar ETF so I could leave Sprint today without paying a dime. It is just after being with them for almost 13 years with a perfect Payment History really helps when it comes to getting credits, swaps, etc..
Also, I really think that the Photon is about as good as any Android Device out there. I do think the RAZR is rad and hope that Sprint gets something similar when the LTE Devices are released in June or so.
Cheers,
JJ
Sprints beefing up 3G and 4G. So for cities without LTE by mid 2012 3G updates should start rolling out. Of course their goal is to have LTE coverage everywhere by 2013. As much as sprint pisses me off they by far have the best plans for voice and data.
The coverage where I live is awful. Not to mention that Sprint has treated me like crap throughout this whole Epic 4G Touch ordeal. I seriously have almost become unemployed because of this phone and Ive gotten no sympathy from Sprint whatsoever.
I understand there are policies and stuff in place but when you have someone telling you "Look, this phone loses signal and you guys KNOW It loses signal and Ive already been written up twice at work because of this phone" youd think you'd get a little sympathy. All I got from Sprint was "Well, just reboot it when that happens" and told to go on my merry way.
MadFlava said:
The coverage where I live is awful. Not to mention that Sprint has treated me like crap throughout this whole Epic 4G Touch ordeal. I seriously have almost become unemployed because of this phone and Ive gotten no sympathy from Sprint whatsoever.
I understand there are policies and stuff in place but when you have someone telling you "Look, this phone loses signal and you guys KNOW It loses signal and Ive already been written up twice at work because of this phone" youd think you'd get a little sympathy. All I got from Sprint was "Well, just reboot it when that happens" and told to go on my merry way.
Click to expand...
Click to collapse
Unemployed over a cell phone?
Sent from my MB855 using xda premium
LexLuger82 said:
Unemployed over a cell phone?
Sent from my MB855 using xda premium
Click to expand...
Click to collapse
When people expect to be able to get in touch with you and cant, why not? Makes it look like Im not doing my job when people call me and the calls go straight to voicemail and when LoS happens on the Epic 4G Touch, thats exactly what happens.
MadFlava said:
When people expect to be able to get in touch with you and cant, why not? Makes it look like Im not doing my job when people call me and the calls go straight to voicemail and when LoS happens on the Epic 4G Touch, thats exactly what happens.
Click to expand...
Click to collapse
This is true. My supervisor calls and sends us text messages 24/7 and if my phone is going straight to voicemail it doesn't look good.
kennypow3rs said:
This is true. My supervisor calls and sends us text messages 24/7 and if my phone is going straight to voicemail it doesn't look good.
Click to expand...
Click to collapse
Yep and I work in IT support so a lot of times, Im in server rooms all the time and those things are like standing in wind tunnels. Its hard enough to hear a phone ring in there when its working right. When it goes LoS, I have no way of knowing until I can get somewhere and pull the phone out of my pocket.
Its Samsung.. I got sucked back in and bought another one after I swore after the Nexus S I was done with them. But, I mistakenly thought "Well, theyve had this phone out overseas for 6 months, they have the bugs worked out of it." I guess I should have considered that overseas is GSM and that added a whole new wrinkle to the equation.
MadFlava said:
Yep and I work in IT support so a lot of times, Im in server rooms all the time and those things are like standing in wind tunnels. Its hard enough to hear a phone ring in there when its working right. When it goes LoS, I have no way of knowing until I can get somewhere and pull the phone out of my pocket.
Its Samsung.. I got sucked back in and bought another one after I swore after the Nexus S I was done with them. But, I mistakenly thought "Well, theyve had this phone out overseas for 6 months, they have the bugs worked out of it." I guess I should have considered that overseas is GSM and that added a whole new wrinkle to the equation.
Click to expand...
Click to collapse
Cdma sucks period
Sent from my MB855 using xda premium
2 days ago yy EVO 4G LTE had the black screen problem. I am not rooted and have a stock setup. My camera worked fine since I purchased the phone June 3rd. The next morning I checked the phone and the camera was again working. However it developed a horrendous image quality issue (which I blieve is different from the oversaturated colors issue reported by many). Other parts of the phone was acting weird like hanging and locking up so I did a hard reset. I wiped out everything clean and now the phone seems fine however the camera is still messed up. Even the viewfinder (pre-picture) looks wacked out. When I take the picture this is what I get below. The photos taken in good lighting look horrible. So something is obiously wrong with the camera on this phone since the hard reset didn't cure my problem.
Anyone seen this before?
That to me looks like you have one of the special effects turned on. Hot the round circle button and see if you have it see on "no effect".
Sent from my EVO LTE using Tapatalk 2
Sounds to me like you just have a bad phone. Man. Get that thing replaced if your having all these issues
Sent from my EVO using Tapatalk 2
have you tried to restore default in camera setting
Granted, this was taken in different, but the red dots in the OP's remind me of the "posterize" setting I used to take this picture. I did notice, though, that once I backed out and back into the camera, the setting automatically restored to "no effect. "
Sent from my EVO LTE using Tapatalk 2
Looks like an issue with the camera module. Not sure how much luck you'll have doing this on the LTE, but the original Evo used to occasionally have similar issues, and it was because the camera module came loose form the board it was sitting on. You could just disassemble the phone and reseat the module. However, if you have the option of doing so, taking it in for a proper repair would definitely be the better option; disassembling the LTE looks like it's way more of a pain than its predecessor.
I had this happen on my old G1, looked EXACTLY like that. But that's how it came out of the box. It didn't happen all the time so I didn't take it back. But I would see if you could yours replaced?
Sent from my EVO LTE using tapatalk
Check out the camera mod available here in the forums. Just search for camera mod and you will find it. After I flashed it, my camera was MUCH improved.
Sent From My S-OFFed, R00ted, 100% Tricked-Out HTC Evo 4G LTE via XDA Premium!
michael.stollaire said:
Check out the camera mod available here in the forums. Just search for camera mod and you will find it. After I flashed it, my camera was MUCH improved.
Sent From My S-OFFed, R00ted, 100% Tricked-Out HTC Evo 4G LTE via XDA Premium!
Click to expand...
Click to collapse
He's not having a software issue, that's a hardware problem. OP, take it back and get a new one.
Thanks for the replies. It's definitely a hardware issue. After the hard reset I went into the camera settings just to be sure and they were at default settings. I stopped by Best Buy last night where I purchased it. The agent check it out and confirmed he thought it was hardware related. Unfortunately for me I didn't buy the Best Buy protection plan so since it's been 60 days since purchase I had to contact HTC to get it repaired. So when I got home I called HTC and they were cool. They gave me an RMA to send it back to get it fixed/replaced. Unfortunately the turn around time is 2 weeks which means I'm without a Sprint phone in the meantime. I'll have to rely on my ****ty Verizon Blackberry Bold. I have an old LG optimus that I tried to reactivate temporarily but I got an online warning from Sprint that I will lose my SERO Premium 500. So considering how much of pain it was to get the EVO LTE on Sero it wasn't worth the risk.
Is it common for HTC to just replace the phone or will they tear it apart and fix the camera on the phone?
Yep, if all updates and improvement mods have no effect, definitely a hardware issue. Return it!
Sent From My S-OFFed, R00ted, 100% Tricked-Out HTC Evo 4G LTE via XDA Premium!
blackwaterstout said:
Thanks for the replies. It's definitely a hardware issue. After the hard reset I went into the camera settings just to be sure and they were at default settings. I stopped by Best Buy last night where I purchased it. The agent check it out and confirmed he thought it was hardware related. Unfortunately for me I didn't buy the Best Buy protection plan so since it's been 60 days since purchase I had to contact HTC to get it repaired. So when I got home I called HTC and they were cool. They gave me an RMA to send it back to get it fixed/replaced. Unfortunately the turn around time is 2 weeks which means I'm without a Sprint phone in the meantime. I'll have to rely on my ****ty Verizon Blackberry Bold. I have an old LG optimus that I tried to reactivate temporarily but I got an online warning from Sprint that I will lose my SERO Premium 500. So considering how much of pain it was to get the EVO LTE on Sero it wasn't worth the risk.
Is it common for HTC to just replace the phone or will they tear it apart and fix the camera on the phone?
Click to expand...
Click to collapse
It sounds like in this case you're getting a warranty replacement, which is normal. I haven't actually heard of HTC actually just repairing your existing device, that's what the service & repair shops from your carrier (Sprint) or vendor (Best Buy) are for.
jesuspgt said:
It sounds like in this case you're getting a warranty replacement, which is normal. I haven't actually heard of HTC actually just repairing your existing device, that's what the service & repair shops from your carrier (Sprint) or vendor (Best Buy) are for.
Click to expand...
Click to collapse
Now I'm wondering if this is the case. I sent the phone out this morning following HTC's instructions. One of the instructions was to remove any batteries, battery cover, or micro SD card. Don't think they would do this if they were going to send a new phone would they? At least in terms of the battery cover. in my case with the EVO LTE I removed my 16GB sd card and removed the camera cover then sent the phone to HTC.
blackwaterstout said:
Now I'm wondering if this is the case. I sent the phone out this morning following HTC's instructions. One of the instructions was to remove any batteries, battery cover, or micro SD card. Don't think they would do this if they were going to send a new phone would they? At least in terms of the battery cover. in my case with the EVO LTE I removed my 16GB sd card and removed the camera cover then sent the phone to HTC.
Click to expand...
Click to collapse
Why didn't you just go to Sprint? They would've most likely replaced it on the spot for you. I've never sent any phone back to HTC if I had issues. I went right to Sprint and they 9 times out of 10 replaced the phone for me on the spot. If they didn't have the phone they sent it to my house and I got it 2 days later.
Bad Photos
I had to replace two phones within 2 days because of the crappy camera. I almost droped Sprint because of this issue. I still may if they don't start providing me with LTE service. I'm beginning to wonder why I paid so much for a phone that I can't full benefilt from. I downloaded a lot of photos to my computer and looked at them in Photo Shop. They were so far off in almost every area. I would love to be able to calibrate the screen on this unit. Does any one know if you can do this? Every screen I have seen from this phone has been different.
travisw0204 said:
Why didn't you just go to Sprint? They would've most likely replaced it on the spot for you. I've never sent any phone back to HTC if I had issues. I went right to Sprint and they 9 times out of 10 replaced the phone for me on the spot. If they didn't have the phone they sent it to my house and I got it 2 days later.
Click to expand...
Click to collapse
Because I bought the phone at Best Buy. Not the Sprint store.
Boy am I pissed off. I truly regret buying this phone now. I mailed the phone back to HTC on August 6th. They told me I'd have it back in 2 weeks. I've been following the HTC status tracking and it's showed my phone as "In repair" for several days. Then today, 15 days after I sent the phone back, I get an email update from HTC. It states "This ticket has been placed on hold for material at our Repair Center. We are currently awaiting the following part(s): Main Board
Once we have the part(s), we will fix your phone as quickly as possible."
I've been without a phone for over 2 weeks. Can't they just replace it with a new phone and then sell my old phone as a refurb? It's not like I had the phone for a year and I'm trying to swindle them. I just want an operable phone. I'm done with HTC at this point. My next phone will not be an HTC.
Will Sprint give me a service credit since my phone hasn't even been connected to their network?
blackwaterstout said:
Boy am I pissed off. I truly regret buying this phone now. I mailed the phone back to HTC on August 6th. They told me I'd have it back in 2 weeks. I've been following the HTC status tracking and it's showed my phone as "In repair" for several days. Then today, 15 days after I sent the phone back, I get an email update from HTC. It states "This ticket has been placed on hold for material at our Repair Center. We are currently awaiting the following part(s): Main Board
Once we have the part(s), we will fix your phone as quickly as possible."
I've been without a phone for over 2 weeks. Can't they just replace it with a new phone and then sell my old phone as a refurb? It's not like I had the phone for a year and I'm trying to swindle them. I just want an operable phone. I'm done with HTC at this point. My next phone will not be an HTC.
Will Sprint give me a service credit since my phone hasn't even been connected to their network?
Click to expand...
Click to collapse
First off, good luck waiting for your parts from taiwan. I have been waiting for my phone, that I sent in for the camera on July 26th. Still no
Phone. Sprint says next time take it in, pay 35$, walk out with a replacement. And I bought it at best buy, but sprint said it don't matter.
Like I said, good luck.
mrjasenr said:
First off, good luck waiting for your parts from taiwan. I have been waiting for my phone, that I sent in for the camera on July 26th. Still no
Phone. Sprint says next time take it in, pay 35$, walk out with a replacement. And I bought it at best buy, but sprint said it don't matter.
Like I said, good luck.
Click to expand...
Click to collapse
Wish I would've known that. I'd have paid $35 no problem to get a replacement.
I called HTC and asked if they had more info on how long this would take. Their answer was "No". They admitted the parts were coming rom Tiawan. I was nice to her but she could tell I was pissed. Next time I will go to the Sprint store first
mrjasenr said:
First off, good luck waiting for your parts from taiwan. I have been waiting for my phone, that I sent in for the camera on July 26th. Still no
Phone. Sprint says next time take it in, pay 35$, walk out with a replacement. And I bought it at best buy, but sprint said it don't matter.
Like I said, good luck.
Click to expand...
Click to collapse
Any luck getting your phone back?
Hello,
Just wanted to share my experience with my Evo. First I love this phone. I sit next to an apple guy all day and just laugh and laugh and laugh. But the phone is only amazing when it actually turns on. Starting last Saturday - I experienced power issues, where my phone would just turn off - and would only turn back on if I introduced a power source, AC or USB didn't matter. Then after about 4 of these episodes, my phone just stopped wanting to turn on at all, with our without a power source. Walked into a Sprint retail shop - basically was called a retard for not buying insurance, and was told I was out of luck. I told them that's crap - I've been a sprint customer for 10 years, blabalabla do something or I walk next door to Verizon. So he called his buddy at a Sprint service store. I was informed of a known issue that involved our phones - but no details on what that issue was, either they didn't know or didn't want to say. Anyway, I was told I could RMA my phone for $35 and then add insurance afterwards. Next day - new phone - done. No one knew at sprint, or was willing to admit what the issue actually was.
1. Anyone know what the issue actually is? Sprint claimed "Software", not accepting updates, basically all software. IMO, you need power before your software loads, so how could it be a software issue?
2. If it is indeed a battery discharge issue - I would imagine stripping the phone and replacing the battery should fix it? Is it solved in certain hardware versions?
Never heard of this issue. My EVO 3D was replaced within the first week I had it because the battery died and wouldn't turn back on again being charged or anything. Turned out to be an issue with all of them. Took it into a Sprint store (mind you I have TEP and it was a week old phone) and they just gave me a new one.
I call all my customers retards regardless if they have TEP or not.
Sent from my Genesis that does what Nintendon't
tuscani1821 said:
I call all my customers retards regardless if they have TEP or not.
Sent from my Genesis that does what Nintendon't
Click to expand...
Click to collapse
I call the representatives in the stores retards. For whatever reason, every store that I've been to in Central Florida have people working there that know absolutely nothing about their phones. I made a sale for a representative one time while I was killing some time looking at the phones that were out. All I had to do was amaze the customer with the features of the phone, that's all.
eXplicit815 said:
I call the representatives in the stores retards. For whatever reason, every store that I've been to in Central Florida have people working there that know absolutely nothing about their phones. I made a sale for a representative one time while I was killing some time looking at the phones that were out. All I had to do was amaze the customer with the features of the phone, that's all.
Click to expand...
Click to collapse
That is true. I have to say that most sales representatives don't know squat about phones.
Sent from my Genesis that does what Nintendon't
I also just RMA'ed my first day release EVO 4G LTE due to light leakage from the home button. When I originally brought the phone in to a service store on July 18, the Sprint service tech said it was clearly defective, but I would still have to pay the $35 admin fee for Sprint to process the RMA. I wouldn't have to pay anything if I did it directly through HTC, but it would take up to 2 weeks to get a replacement. So last week I decided to just pay the $35 and have Sprint send me a replacement with the return envelope. However, this time, the tech said that the light leakage was a "cosmetic defect" that doesn't affect the phone performance and he refused to create an rma. I said that was retarded and asked for the manager, who promptly approved the e-ticket to rma the device.
The Sprint store customer service experience at the Greenfield, WI location can be so frustrating. We've been with Sprint forever, so I don't know if it is any better at AT&T or Verizon. But it makes me consider switching.
One of the Evo's in my family was defective upon opening the brand new phone (dead line in the digitizer grid) and they wanted $35 to replace it--absolutely absurd! Sprint's customer service is going down the drain, fast.
zachstanley said:
One of the Evo's in my family was defective upon opening the brand new phone (dead line in the digitizer grid) and they wanted $35 to replace it--absolutely absurd! Sprint's customer service is going down the drain, fast.
Click to expand...
Click to collapse
As in it was not outside of the 14 return period?
It always amuses me to see people who don't get insurance get upset at having to pay for a replacement device....
Sent from my EVO using xda premium
Sprint shouldn't be charging for hardware defects. If you bought it through sprint, you should inform the rep that it is sprints responsibility to replace hardware components that fail. Rep's at stores are night the brightest, they just have to meet their quota per week. I wouldn't go through them. I almost always go through retentions. They are the ones who know what they are doing, and have the power to credit money or perks to your account.
Whenever you have a problem with your phone, be it hardware failure, loss in service, want to upgrade early, replace with a similar model, call retentions first. The number can be found be looking online.
For those who have already paid the $35, you could call retentions and be credited that amount towards your next bill. Just tell them what happened, what you want, and they most likely will be able to help you.
p.s, retentions may ask you to take your phone to a store to have a sales rep look at it and determine if it's damaged from a hardware defect. This usually happens for claims like "my phone is bending" (happened to me). Theyre reasoning is that they want to make sure it's a defect before offering a free replacement. If the sales rep tries to tell you that you have to pay the $35, just tell explain the situation, "retentions just needs someone to determine if its defective, and then they'll replace it for free", and be on your way.
Hope this helps
Cheers
xanthra said:
Hello,
Just wanted to share my experience with my Evo. First I love this phone. I sit next to an apple guy all day and just laugh and laugh and laugh. But the phone is only amazing when it actually turns on. Starting last Saturday - I experienced power issues, where my phone would just turn off - and would only turn back on if I introduced a power source, AC or USB didn't matter. Then after about 4 of these episodes, my phone just stopped wanting to turn on at all, with our without a power source. Walked into a Sprint retail shop - basically was called a retard for not buying insurance, and was told I was out of luck. I told them that's crap - I've been a sprint customer for 10 years, blabalabla do something or I walk next door to Verizon. So he called his buddy at a Sprint service store. I was informed of a known issue that involved our phones - but no details on what that issue was, either they didn't know or didn't want to say. Anyway, I was told I could RMA my phone for $35 and then add insurance afterwards. Next day - new phone - done. No one knew at sprint, or was willing to admit what the issue actually was.
1. Anyone know what the issue actually is? Sprint claimed "Software", not accepting updates, basically all software. IMO, you need power before your software loads, so how could it be a software issue?
2. If it is indeed a battery discharge issue - I would imagine stripping the phone and replacing the battery should fix it? Is it solved in certain hardware versions?
Click to expand...
Click to collapse
That sounds a lot like what happened to my phone. I plugged it into my computer via USB and it basically went totally dead. Difference is, when I took it to a Sprint store, they told me it was a known issue and gave me a new phone.
Wait why the hell is sprint charging for hardware defects? I thought without TEP all hardware defects are supposed to be a free replacement for the first year? This is how it was done for me for the first year without insurance on my OG EVO and touch pro 1.
Sent from my EVO using xda app-developers app
neoshi said:
Wait why the hell is sprint charging for hardware defects? I thought without TEP all hardware defects are supposed to be a free replacement for the first year? This is how it was done for me for the first year without insurance on my OG EVO and touch pro 1.
Sent from my EVO using xda app-developers app
Click to expand...
Click to collapse
its likely just sales reps taking advantage of people
I had to pay 35 without insurance also for a screen defect , had the month for 2 months
I love this. The phone has a one year warranty with sprint. End of story. I'm on EVO number 5 since June and each time I walk in, the sprint nerd says they hope I bought the insurance..I did but quickly remind them there warranty is free and is for one year. After that they talk to there manager , they order me a replacment phone. The last time the manager gave me a new one. Never paid a penny.
Sent from my EVO using Tapatalk 2
The amount of incorrect information in this thread makes it pitiful to call my self a Sprint customer. Without insurance you have to pay the $35 fee to get a phone replaced and fixed if it uses a part. It's not "RMA"ing it either, Sprint has their own in house service and repair program. If you have a hardware defect and you don't want to pay, send it to HTC because that is where your one year warranty is. With HTC. Not Sprint. They are a business, not a soup kitchen. And no, they won't replace your phone for cosmetic defects. Not a soup kitchen. If you have any issues with your phone out of the box, you have that 14 day return and exchange period to get it resolved without cost.
This thread is mostly about people taking responsibility for their own products and realizing everything isn't a handout. $35 for an entire replacement phone, which retails at over $500 is a hell of a deal. In fact, its usually cheaper than actually having the insurance, which is now $11 a month.
The way it has always been done for me with hardware defects with no damage caused by me in the first year (e.g. touch pro slide out keyboard flimsy keyboard ribbon cable, faulty screen on OG EVO) was that I walk into a sprint repair center, they see the problem, request a replacement device, no charge. They always tell me not to worry about fees since they just send it back to manufacturer and it's neither my problem nor Sprint's. I've been doing it like since 07 up until my last case in early 2011. Other folks around xda have been doing it the same exact way, so I'm guessing something has changed recently... which sucks.
Sent from my EVO using xda app-developers app
xanthra said:
Hello,
Just wanted to share my experience with my Evo. First I love this phone. I sit next to an apple guy all day and just laugh and laugh and laugh. But the phone is only amazing when it actually turns on. Starting last Saturday - I experienced power issues, where my phone would just turn off - and would only turn back on if I introduced a power source, AC or USB didn't matter. Then after about 4 of these episodes, my phone just stopped wanting to turn on at all, with our without a power source. Walked into a Sprint retail shop - basically was called a retard for not buying insurance, and was told I was out of luck. I told them that's crap - I've been a sprint customer for 10 years, blabalabla do something or I walk next door to Verizon. So he called his buddy at a Sprint service store. I was informed of a known issue that involved our phones - but no details on what that issue was, either they didn't know or didn't want to say. Anyway, I was told I could RMA my phone for $35 and then add insurance afterwards. Next day - new phone - done. No one knew at sprint, or was willing to admit what the issue actually was.
1. Anyone know what the issue actually is? Sprint claimed "Software", not accepting updates, basically all software. IMO, you need power before your software loads, so how could it be a software issue?
2. If it is indeed a battery discharge issue - I would imagine stripping the phone and replacing the battery should fix it? Is it solved in certain hardware versions?
Click to expand...
Click to collapse
This is exactly what happened to my first Evo LTE about a month after I got it. I ended up getting a replacement from best buy.
Sent from my Xoom using xda premium
For what its worth, I'm on my 4th EVO lte... I do pay the very cheap like 7 or 8 bucks for tep.
First LTE, was bent after a week, called 611, they said go to store, I said no (i repair phones and laptops and TVs) the techs are idiots, and you guys don't have any parts yet.. got new phone via mail 2 days later.
2nd lte, had bleeding light on bottom near home button, same deal when I called 611, same deal, got new phone in 3days.
3rd LTE, bottom left of screen rippled with slight movement, also speaker phone was borked. Again, told 611 their guys were morons and even called to see if they stocked replacement screen and speaker, so same thing, called 611, got new one, this time they on back order.. got sprint replacement in about week and half..
4th is ok, no issues, cept for hboot 1.19 which unless ur incompetent, is no biggie, wow, one simple command line to flash what ever..
Now I did have to argue a bit with phone support , they advised me to call asurion, I said no, its a hardware defect yada yada.. when ever they wernt working with me on phone, I asked what my early termination fee was, then I was shipped a phone..
U just gotta be Stern, not unreasonable with those guys
Sent from my EVO using xda app-developers app
neoshi said:
Wait why the hell is sprint charging for hardware defects? I thought without TEP all hardware defects are supposed to be a free replacement for the first year? This is how it was done for me for the first year without insurance on my OG EVO and touch pro 1.
Sent from my EVO using xda app-developers app
Click to expand...
Click to collapse
Well - in defense of Sprint - I did not buy the phone there. But regardless any retailer should be able to RMA something with a defect - sort of like how car dealerships work. At least they offered the add on insurance since I "activated" a new phone. Now that I think about it - whats the activation cost of new phones lol ... like something around 35...
Nick
This is my third HTC phone. My first was a Google Nexus One, second was the One X, and then this beauty the HTC One Developer edition. Unfortunately my problems started a couple of months after I bought the phone.
The earpiece speaker stopped working. If I wanted to hear anybody, then I had to switch it to speakerphone. Inconvenient most of the time. I called customer service to see if techsupport would have any suggestions. That was futile. Reset was all that they could suggest, which had been done days earlier. I messed around with it for a few weeks trying to see if I could resolve the problem via software/firmware. I didn't want to send it in; I was going to be without a good smartphone as my One X was in pieces waiting for a new screen. I finally broke down and mailed it back.
They received it on a Monday, but didn't start work on it until Thursday. I got that phone back just over two weeks after I had sent it in. I wasn't impressed so far, but was happy to have my phone back. In the middle of my second call, the earpiece speaker stopped working again. I called customer support and suggested that I would like to have my phone replaced this time. Outright refusal. Had to be sent in for service again. I sent it in almost right away this time. After a week had gone by with no update, I called customer support to see what the
status was. Waiting for parts. I asked how long that might take. No answer for me. At this point I am already pissed with HTC customer disservice. Another 5 days go by, and I call again.
Phone is repaired, just has to go through testing, should be shipping out tomorrow (Thursday). Tomorrow comes and goes, but now it shows up on the tracking website. A good sign, thinks I. Unfortunately the tracking number shows zipcode required. I call customer service again (number is now programmed in my speed dial) and they explain that they need to check my address. Everything is the same as it was when I bought my phone, and when it was sent in the last time for service. They promise that it will ship that day (Friday - two weeks after I sent it in). Monday comes and goes with no tracking number. Call customer service again. They have to check with the repair facility that it was shipped, and they assure me that it was. Hang up. One hour later I get my tracking number. Phone is going out 4 days after they said it had shipped.
I can tolerate a lot in customer service, but I will not tolerate being lied to. HTC has lost my business permanently. And not just mine. Just weaning my wife off of a blackberry.Two months ago I would have recommended the One. Now, probably the Nexus 5 or else the MotoX. And anybody who asks for information on what phone to buy will be told in no uncertain terms what my opinion of the company is. No surprise that they are in the financial situation that they are. I am sending the same letter to the president but I don't expect it to resolve anything. Just wanted to rant a bit, and make sure that the information is out there.
HTC customer service is awful
Yes, I agree with you. Personally, I think the phone is fantastic, but I will not buy HTC again just for their customer service. My phone screen cracked when I had the phone in my pocket... it was my fault, you should never have a phone in your pocket I sent the phone for repair, knowing that I was going to need to pay them to fix it. When I got the quote, the said that they needed to change the board and the case, since my phone was rooted what does that have anything to do with the cracked screen? The total repair was $300. I decided to pay to get it replace by my insurance $200 and get the warranty from the insurance company.
Good Customer Service
My HTC One At&t has a dead pixel in the screen... i just went to AT&T device support and they have tested the phone and gave me a new phone with in 30 min.. Geez i haven't faced such a hassles....
jurassicjockey said:
This is my third HTC phone. My first was a Google Nexus One, second was the One X, and then this beauty the HTC One Developer edition. Unfortunately my problems started a couple of months after I bought the phone.
The earpiece speaker stopped working. If I wanted to hear anybody, then I had to switch it to speakerphone. Inconvenient most of the time. I called customer service to see if techsupport would have any suggestions. That was futile. Reset was all that they could suggest, which had been done days earlier. I messed around with it for a few weeks trying to see if I could resolve the problem via software/firmware. I didn't want to send it in; I was going to be without a good smartphone as my One X was in pieces waiting for a new screen. I finally broke down and mailed it back.
They received it on a Monday, but didn't start work on it until Thursday. I got that phone back just over two weeks after I had sent it in. I wasn't impressed so far, but was happy to have my phone back. In the middle of my second call, the earpiece speaker stopped working again. I called customer support and suggested that I would like to have my phone replaced this time. Outright refusal. Had to be sent in for service again. I sent it in almost right away this time. After a week had gone by with no update, I called customer support to see what the
status was. Waiting for parts. I asked how long that might take. No answer for me. At this point I am already pissed with HTC customer disservice. Another 5 days go by, and I call again.
Phone is repaired, just has to go through testing, should be shipping out tomorrow (Thursday). Tomorrow comes and goes, but now it shows up on the tracking website. A good sign, thinks I. Unfortunately the tracking number shows zipcode required. I call customer service again (number is now programmed in my speed dial) and they explain that they need to check my address. Everything is the same as it was when I bought my phone, and when it was sent in the last time for service. They promise that it will ship that day (Friday - two weeks after I sent it in). Monday comes and goes with no tracking number. Call customer service again. They have to check with the repair facility that it was shipped, and they assure me that it was. Hang up. One hour later I get my tracking number. Phone is going out 4 days after they said it had shipped.
I can tolerate a lot in customer service, but I will not tolerate being lied to. HTC has lost my business permanently. And not just mine. Just weaning my wife off of a blackberry.Two months ago I would have recommended the One. Now, probably the Nexus 5 or else the MotoX. And anybody who asks for information on what phone to buy will be told in no uncertain terms what my opinion of the company is. No surprise that they are in the financial situation that they are. I am sending the same letter to the president but I don't expect it to resolve anything. Just wanted to rant a bit, and make sure that the information is out there.
Click to expand...
Click to collapse
In this day and age customer service is what makes or breaks a company. Its the truth. You are starting to see companies with great customer service excel. Amazon.com has GREAT service and they are destroying in online sales.
I think it's the HTC repair people that are the problem. At least you got your phone back. I hope they fixed it finally. It seems like HTC doesn't want to spend money to repair phones that are defective. You shouldn't have had to send it in twice.
Sent from my HTC One using xda app-developers app
I agree that it's the repair facility that is the problem. My camera took a dump on my evo 4g lte. Sent it in. Took a month before anything. Was waiting for parts, then in testing, then nothing. I found the CEOs email address and emailed him. He read it I believe, sent it to his assistant, and 3 days later they sent me a new evo. Overnight shipping. Outside of the repair shop, they made good by me.
Sent from my HTC One using xda app-developers app
jagadeeps said:
My HTC One At&t has a dead pixel in the screen... i just went to AT&T device support and they have tested the phone and gave me a new phone with in 30 min.. Geez i haven't faced such a hassles....
Click to expand...
Click to collapse
Exactly.. ATT Device support centers (totally different from their retail stores) is the way to go ANYtime.. Took my phone in due to purple camera after I first received it. Swapped it out for a new, properly functioning, one and I was out of the store in 30mins.best experience ever.. Stay away from htc service, if you have att it's truly uneccesary, except maybe in very extreme cases. I'm an HTC fan for life and will remain so.
I dare you to find customer service with ANY product this day and age that is a pleasurable experience..
*S¡gned
Well it just gets better. Phone came in this week while I was away for a few days. Finally got a chance to check it out today. Went to install CleanRom and noticed some weird issues with trying to load it. I got looking at the phone and realized that instead of my 64gb Dev phone that I purchased, they had returned a 32gb non-Dev phone. If only they were just inept...
mrrick said:
Exactly.. ATT Device support centers (totally different from their retail stores) is the way to go ANYtime.. Took my phone in due to purple camera after I first received it. Swapped it out for a new, properly functioning, one and I was out of the store in 30mins.best experience ever.. Stay away from htc service, if you have att it's truly uneccesary, except maybe in very extreme cases. I'm an HTC fan for life and will remain so.
I dare you to find customer service with ANY product this day and age that is a pleasurable experience..
*S¡gned
Click to expand...
Click to collapse
I have found quite a bit actually. XO Skins has wonderful customer support, I told them I had a crease In my screen protector and they sent me a whole new kit the same day free of charge.
Everybodies experience is always different. Ive sent my htc one x back twice to htc both times underwarranty and it was always fixed the same week I sent it and recieved it back both times the following week after I sent it. Phone was fully refurbished with a new case speaks and stickers both times and my bootloader was relocked and s-off. Best customer service I ever had. Definantly recommend htc to everyone I meet.
ImagioX1 said:
Everybodies experience is always different. Ive sent my htc one x back twice to htc both times underwarranty and it was always fixed the same week I sent it and recieved it back both times the following week after I sent it. Phone was fully refurbished with a new case speaks and stickers both times and my bootloader was relocked and s-off. Best customer service I ever had. Definantly recommend htc to everyone I meet.
Click to expand...
Click to collapse
I wish that I could say the same. 3 days after having this escalated, I still have yet to hear from HTC what they are going to do about my phone. ON hold with them again. I've probably spent about 10 hours on the phone with them in the last 7-8 weeks as I try and get the functioning phone that I paid for.
jurassicjockey said:
I wish that I could say the same. 3 days after having this escalated, I still have yet to hear from HTC what they are going to do about my phone. ON hold with them again. I've probably spent about 10 hours on the phone with them in the last 7-8 weeks as I try and get the functioning phone that I paid for.
Click to expand...
Click to collapse
Certain customer service centers may be worse than others. I think both times I sent my phone out it went to some place in Texas.
Sent from my HTC One using Xparent Red Tapatalk 2
What you all have to understand is that HTC support is actually a subcontractor that is contracted out to not only support HTC but other brands as well and they are region specific. When you call HTC they give you an address to ship the phone to that is simply an HTC certified repair facility. Unfortunately HTC has no control over that facility unless they receive many complaints. Then they can take away the service contract to that facility and move to another. Here in the Dallas area it was Celestica for a long time that did work for AT&T as well as RIM. They have since outsourced to Mexico and closed. I don't know who does most of the contract work now in this are. So if possible never deal with the manufacturer, instead deal with your provider and always buy the extended warranty which will cover damage that even you cause and will replace the phone for free, not repair it.
Just thought that I would post a followup. A fellow member here sent me a link with the email addresses of the upper execs of the company. I sent my first one to the head of US Operations, Jason Mackenzie. A week later after not hearing anything back, I sent one to Peter Chou. Within 24 hrs I received an email back from Mr Mackenzies office. In the meantime, I had hit a roadblock with escalations. Their computer showed that I had purchased a European model with 32 gb of ram, apparently the serial number was entered incorrectly. On the second repair they had replaced the mainboard, which resulted in my phone being returned to me the way that it was. Once Mr Mackenzie's office was involved, things started progressing, but it was still painfully slow. Received the proper phone on Friday. IF they are interested in survival, then their customer service needs to ratchet up several notches. I realize that every company makes mistakes, but the measure of customer service is how they rectify those mistakes. They failed several times in that department.
The good news is that I have a Nexus 5 on the way now.