Kelly Kearns
Well-known member
Sigh.. bkrell
OK, try AT&T retention dept first. You have a lot for them to lose, Cell, TV, landline..
OK, try AT&T retention dept first. You have a lot for them to lose, Cell, TV, landline..
If you called 611 and asked for retention.. Did she transfer you?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.
That number might be good. Here is something more recent, with that number and another and what prompts to pick.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
Yeah you did if she didn't transfer you.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.
Maybe.. Then you needed a supervisor from there if she couldn't do it.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..
I would love a 2-year replacement guarantee as well. I don't think that is asking for too much either.
As far as the rest of your post yeah you are dreaming LOL. Why would they replace phones that haven't proven to be defective? Just because there was a defect detected in there manufacturing doesn't mean all their phones suffer the same defect.
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.
That sounds good. One good thing that may come from that.. Your warranty with AT&T will still be from the date of purchase. When you log into the phone with your Samsung account, and it registers it with Samsung, call them up and ask what the warranty date is on it. It should give you Samsung warranty from the day you log in until a year. That way, if something fails 11 months from today, even if not covered by AT&T, it should be covered by Samsung.OK
-Called AT&T, spoke with customer care. Got nowhere. Said I could only exchange a damaged phone.
-Asked for retention. Told retention my story. They said they'd gladly do a warranty exchange. I said, "Wait, I thought I could only exchange the phone for water damage?" Response was, "Well, that's what you're calling about right? The Active has issues with a defect. You don't want water damage" "Uh, YEAH!" I replied.
-Got transferred to warranty. They asked me if my phone was turning on at all. I rehashed the issue. They said, "Oh, ok. Yeah, you don't want an Active that's not water proof!" Told me I was getting a certified LIKE new phone. I flipped out. I Wanna new phone! I wanna new phone! I wanna new phone!"
-Ok, no, I didn't say that. But the rep told me the certified like new S7 Actives are coming from Samsung and are not returns from consumers. She said they are phones that may have been taken out of the box for testing, inspection, or other reasons. But they are unblemished and not refurbs.
-So I said ok...IF I could ascertain the build date of the phone and verify it was post-defect...roughly.
-She said "Sure!" You can exchange it as much as you want within your warranty. Or, within the first ten days, just let them know I'm not keeping the phone I got and send it right back.
At this point, I agreed. Heck, I may even dunk it to verify. I'm still not thrilled with "Like new" but at least they will liberally interpret water damage...at least in retention and warranty.
Yep. Took me about an hour on the phone.So just so I understand customer care then retention then to warranty all because you asked if you could swap your phone even though it had no water damage..OMG you are a super hero on this one, to wade through all that and get the job done...good man...I might try again next week.
When you get the latest phone from Samsung that's supposed have the water issue fixed, how will know for sure the water issue has really been resolved. You might have to take it for a swim to make sure. It would be nice to know before the one year warranty is up.
If you test it right away then you'll know for sure because if you don't and it falls in the water after the one year warranty and stops working then what?
They asked if you wanted to change phones? Like to an S7 or anything but an active? Thats exactly what Im going to do if mine fails the test this weekend.Lol, that's what I was worried about with the original phone. I will test it ASAP, probably, before I return my current phone. That way, if it fails, I at least have this phone.
As an aside, they asked me multiple times if I wanted a different phone. Had me a little worried!!! Do they know something we don't!?!? Hah!
They asked if you wanted to change phones? Like to an S7 or anything but an active? Thats exactly what Im going to do if mine fails the test this weekend.