08-30-2016 02:03 PM
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  1. bkrell's Avatar
    Honestly this sounds as sort of an entitled way of thinking. Any product can have a defect and when that happens, unfortunately it is a pain but, we do have to go through the process of getting things exchanged. I would have an issue with them if they refused to do so but if they don't, I really don't see the problem. I can start to see that there is some people that expect to be treated like if they were royalty even to the point of being reimbursed $165 for something that was not even the company's fault. So at this point you have $165 in your pocket that you really shouldn't. Why not just see that as recompense for you having to pay for 2 day shipping $15. Really guys? Talk about entitled. SMH.

    The real world isn't littered with golden apples, this is the way it works.
    I just paid AT&T $800 for a phone that may or may not work properly. I DO think I'm "entitled" to have it function as advertised. I DO think I'm "entitled" to find out if it's defective without potentially damaging it and being without a phone while it get repaired or replaced. AT&T won't take my phone back unless it's damaged. I've tried. I'm glad your phone works but we've seen on here plenty of folks who haven't had the same success. And, again (and again) the reason I started this thread is just to point out it's not just 1-2 (entitled) people rambling in a forum. CR has had their folks experience the same runaround with Samsung and AT&T. And yes, I do think loyalty matters. I pay for 4 cell phones every month, landline, and directtv from these folks. My combined bill for that is about $700 a month. I'm not some broke scammer trying to get a freebie.
    Kelly Kearns likes this.
    08-11-2016 10:24 AM
  2. Kelly Kearns's Avatar
    Also you can test it, but then you are a day minimum without a phone when it fails. I don't even have a landline in my house anymore.

    One that got their phone replaced because it was defective, still didn't get a phone made after that date. If Samsung is admitting they corrected a problem, they should have AT&T return all phones manufacturered before that date. AT&T is giving those phones as warranty replacements.
    08-11-2016 10:25 AM
  3. Kelly Kearns's Avatar
    It is like they do with a car recall. If your car falls in that time, you get it fixed and a free rental car, without waiting for it to fail.
    08-11-2016 10:28 AM
  4. jlczl's Avatar
    I'm not some broke scammer trying to get a freebie.
    Really? Because you just admitted to getting $165 that you're really shouldn't have. Maybe that's why we're having to pay those fifteen bucks to reimburse AT&T for giving out credit where credit's not deserved.
    08-11-2016 10:30 AM
  5. jlczl's Avatar
    Also you can test it, but then you are a day minimum without a phone when it fails. I don't even have a landline in my house anymore.

    One that got their phone replaced because it was defective, still didn't get a phone made after that date. If Samsung is admitting they corrected a problem, they should have AT&T return all phones manufacturered before that date. AT&T is giving those phones as warranty replacements.
    This I agree with. Make certain I get a replacement from a manufacturing run that was done after the defect was detected and repaired.
    08-11-2016 10:31 AM
  6. jlczl's Avatar
    Yes theirs are in the group. Samsung said we made a mistake and we fixed it on June 15th or whatever day it was. Their phones were manufactured BEFORE Samsung fixed the admitted problem.
    So was mine and it has been dunked thoroughly and been in a few feet of water in a pool for some time without showing any water damage. Not every phone manufacturered before that date is part of or has this manufacturing defect.
    08-11-2016 10:40 AM
  7. Kelly Kearns's Avatar
    I have service with T-Mobile on my unlocked S7 active as well and I have had really good success stories but I have also had really bad horror stories of customer service through them. It's the same with every company. You will have horrible stories one day and amazing ones the next. And if you think that your loyalty to them is really worth anything well then you haven't been around that long. At some point or another someone is not going to care and is going to treat you in a way that you don't like. That's just life.
    No it isn't the way it is. I pulled 5 lines from TMO 7 years ago over a $5 credit they refused to give. I pulled a major account over $5 after about 10 years with them. It wasn't about the $5, it was the principle.

    I don't deal with regular customer care with TMO. I deal with TForce or Executive Customer Care only. When coming back the employee and the manager messed things up so much bringing up back. It took me weeks to get it corrected. All TMO had to do was give credit for the amount the store screwed up. They did more.

    Why? They know I'm loyal and a good customer and I was giving them a second chance. I never have a bad customer experience with TMO anymore.
    08-11-2016 10:41 AM
  8. jlczl's Avatar
    No it isn't the way it is. I pulled 5 lines from TMO 7 years ago over a $5 credit they refused to give. I pulled a major account over $5 after about 10 years with them. It wasn't about the $5, it was the principle.

    I don't deal with regular customer care with TMO. I deal with TForce or Executive Customer Care only. When coming back the employee and the manager messed things up so much bringing up back. It took me weeks to get it corrected. All TMO had to do was give credit for the amount the store screwed up. They did more.

    Why? They know I'm loyal and a good customer and I was giving them a second chance. I never have a bad customer experience with TMO anymore.
    Oh, okay. I'm starting to get a clearer picture. Apparently you have this issue frequently or have in the past and like to complain further up the chain of command (for a $5 credit, really).

    I get you. I know people that are like that and somehow for some reason they always seem to get the short end of the stick. I feel for you. I hope you get the issue resolved that you're currently going through.
    08-11-2016 10:43 AM
  9. Kelly Kearns's Avatar
    Really? Because you just admitted to getting $165 that you're really shouldn't have. Maybe that's why we're having to pay those fifteen bucks to reimburse AT&T for giving out credit where credit's not deserved.
    No he isn't a scammer. AT&T offered to do it, he didn't try and cheat AT&T. Loyalty credits are a part of a customer service based business.
    08-11-2016 10:44 AM
  10. Kelly Kearns's Avatar
    This I agree with. Make certain I get a replacement from a manufacturing run that was done after the defect was detected and repaired.
    That's one of the problems, they aren't doing that.
    08-11-2016 10:45 AM
  11. Kelly Kearns's Avatar
    So was mine and it has been dunked thoroughly and been in a few feet of water in a pool for some time without showing any water damage. Not every phone manufacturered before that date is part of or has this manufacturing defect.
    My airbags also had been tested and never had the problem that has killed people. But when a problem was identified, mine were replaced even though they were tested and didn't fail.
    08-11-2016 10:46 AM
  12. jlczl's Avatar
    No he isn't a scammer. AT&T offered to do it, he didn't try and cheat AT&T. Loyalty credits are a part of a customer service based business.
    Really? Quote:

    I had some crazy international charges recently because of my own ignorance with international travel. I called and complained, pleading ignorance.
    If that's not trying to scam a service rep to give you a credit you know you don't deserve then I don't know what is.
    08-11-2016 10:46 AM
  13. jlczl's Avatar
    At any rate, I'm out of this thread. We'll just have to agree to disagree.
    08-11-2016 10:48 AM
  14. Kelly Kearns's Avatar
    Oh, okay. I'm starting to get a clearer picture. Apparently you have this issue frequently or have in the past and like to complain further up the chain of command (for a $5 credit, really).

    I get you. I know people that are like that and somehow for some reason they always seem to get the short end of the stick. I feel for you. I hope you get the issue resolved that you're currently going through.
    No you don't get me. The store lied about the iPhone we were buying and therefore we didn't get the deal we were offered.

    The manager didn't turn in one iPhone we turned it and we weren't going to get $600 worth of ETF.

    No you don't know me. I work with the public, I understand how these things work. Do what you say you will do, don't cost me extra money.
    08-11-2016 10:49 AM
  15. Kelly Kearns's Avatar
    Really? Quote:



    If that's not trying to scam a service rep to give you a credit you know you don't deserve then I don't know what is.
    He said he it was his ignorance and he called and pleaded ignorance. He didn't get the credit. Another customer service rep gave it to him later.

    What is the scam?

    It was my ignorance.
    I called and said it was my ignorance.
    08-11-2016 10:51 AM
  16. Kelly Kearns's Avatar
    Sigh.. bkrell

    OK, try AT&T retention dept first. You have a lot for them to lose, Cell, TV, landline..
    bkrell likes this.
    08-11-2016 10:52 AM
  17. FLTimmyB's Avatar
    OK called ATT retention ..or maybe I got a cust service agent they were never really clear...ATT said they wont replace the phone unless there is water damage, she then proceeded to call Samsung who said the same..I think there needs to be a direct number to retention..I did get a extra 5 Gig of data out of my efforts so not a total loss. If anyone has better luck please pass it on and let us know what kind of Captain Kaos decoder ring we need to get past the front wall of ATT.
    08-11-2016 11:33 AM
  18. Kelly Kearns's Avatar
    OK called ATT retention ..or maybe I got a cust service agent they were never really clear...ATT said they wont replace the phone unless there is water damage, she then proceeded to call Samsung who said the same..I think there needs to be a direct number to retention..I did get a extra 5 Gig of data out of my efforts so not a total loss. If anyone has better luck please pass it on and let us know what kind of Captain Kaos decoder ring we need to get past the front wall of ATT.
    If you called 611 and asked for retention.. Did she transfer you?

    The only number I found was from 2011. Not likely to still be a good number.

    800 331 0500
    08-11-2016 11:35 AM
  19. Kelly Kearns's Avatar
    If you called 611 and asked for retention.. Did she transfer you?

    The only number I found was from 2011. Not likely to still be a good number.

    800 331 0500
    That number might be good. Here is something more recent, with that number and another and what prompts to pick.

    http://ingunowners.com/forums/break-...contracts.html
    08-11-2016 11:45 AM
  20. FLTimmyB's Avatar
    No she didn't transfer me..so I have a feeling I got just a normal agent..she was very nice but didn't seem to grasp the situation too well. I will give her points she did try to help, and was sympathetic to my position.
    08-11-2016 12:09 PM
  21. Kelly Kearns's Avatar
    No she didn't transfer me..so I have a feeling I got just a normal agent..she was very nice but didn't seem to grasp the situation too well. I will give her points she did try to help, and was sympathetic to my position.
    Yeah you did if she didn't transfer you.

    Call back and say, "please transfer me to the retention department".

    They should, if they don't then say, "so you can cancel all my service?"

    Retention is their own department. Look at the above link with some numbers, if they don't get you there, call back and do the above.
    08-11-2016 12:12 PM
  22. FLTimmyB's Avatar
    I did ask for retention and they sent me to cancellation and so maybe I was in the right spot.. I think that door needs to be knocked on by others..
    08-11-2016 12:25 PM
  23. Kelly Kearns's Avatar
    I did ask for retention and they sent me to cancellation and so maybe I was in the right spot.. I think that door needs to be knocked on by others..
    Maybe.. Then you needed a supervisor from there if she couldn't do it.

    Also won't hurt to get Samsung Plus on chat and tell them you need to speak to a supervisor and you aren't happy about this. They will call you back from a phone.

    Go ahead and push both sides of it.
    08-11-2016 12:30 PM
  24. FLTimmyB's Avatar
    now so far I have no water damage but, as I told the ATT rep I am trying to be proactive vs reactive... of course she gave me the line "I talked to my manager" etc. I still think there must be a way to get a proper phone with no worries with out having to risk it getting water logged...
    08-11-2016 12:44 PM
  25. Kelly Kearns's Avatar
    Oh I agree. Call back, get a different Rep, ask for the supervisor in retention. Mention media stories and the ones being replaced being replaced with ones manufacturered before the fix date.

    You will probably have to make numerous calls and can't give up. Eventually you will get someone in retention that might can help.
    FLTimmyB likes this.
    08-11-2016 12:49 PM
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