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Warrenty and the call out center?

dead_psycho1

May 27, 2007, 2:59 PM
so i sent my phone in on warranty for the 3rd in 3 months and they still haven't sent it back for 4 weeks!!! and they haven't even told me anything on it... is there any thing i could do? should do? and also this is a corporate store.
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crystal

May 28, 2007, 6:29 AM
i don't see why the store can't find out what's going on with your phone.
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dead_psycho1

May 28, 2007, 9:39 AM
well i have asked them before since its a corporate store if there was some kind of support line they could call or if they could send an email to uscc to find out what was going on but according to them there is nothing they can do...
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crystal

May 30, 2007, 9:04 AM
total BS. i've seen corp. employees track phones at the repair center before. even as an agent, it's possible.

๐Ÿคจ
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crystal

May 30, 2007, 9:05 AM
i have seen some repairs take forever, so you might just wanna sit tight just a little longer.
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krickt

May 30, 2007, 9:45 AM
It's a supreme hassle to call and find a phone, but we do it almost every week. Heaven forbid that Motorola has a problem locating a phone. It takes 15 calls in a day and you have to learn to speak Bangledeshi!

But the corporate guy is partially right. Once we put it in the hands of the repair people, we have practically no control of when it will come back. Calling might find the phone, but it won't get it back any quicker.
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crystal

May 30, 2007, 10:24 AM
lawl, very true. but they CAN find the phone.

as for motorola, UGH. and that goes for any other manufacturer's repair center.

UH OH MOTO.
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krickt

May 30, 2007, 11:27 AM
Find it, yes, get it home faster, not on your life. They sends it when they want to sends it.
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uscellchick87

May 30, 2007, 12:38 PM
Tell me about it! I don't know who I hate dealing with more...Motorola or LG? It took literally months to get a phone back from LG...simply because they don't know how to change an address! They shipped to the wrong store 5 times! I kid you not!!
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crystal

May 30, 2007, 12:55 PM
lawl. nokia lost one of our phones recently. pissed the customer off, and my coworker had to fight to get the phone found and returned. and customers don't seem to get that we have no control over repair time - it's all up to the manufacturer.

*shrugs* oh well.
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uscellchick87

May 31, 2007, 11:48 AM
Yeah I know right!! I'm about tired of fighting with these people too. Thank God for the help of our customer relations people!
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krickt

May 30, 2007, 1:35 PM
I don't doubt it. Beat this. After shipping three dud replacement phones LG sent us an active (who knows who's it was) Verizon phone. It took a week for them to admit they had screwed up, a week to send us a shipping label and three weeks to send us a working replacement. And then they wonder why we didn't have nice things to say about their service! We got a nasty email from the "manager" who handled the mess because we had "negatively commented" on a CS survey. My hubby cc'd her on every single correspondence we had and asked her if this was an example of a positive experience with them, and she never replied.
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uscellchick87

May 31, 2007, 11:47 AM
OMG! Thats insane! They don't like admitting when they are wrong...boy you got that right! They sent us a Verizon phone too! I told them I don't care if it works or not i'm not giving a us cellular customer a phone that says verizon on it lol!!

I guess that will get over us being mad...especially if they want us to sell their product!
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krickt

May 31, 2007, 12:24 PM
They don't seem to be courting USCC as hard as motorola does. Man, I've seen the Moto rep 3 times this year, and I don't think I've ever even gotten an email from the LG rep. I don't even think we have a kyocera or an UTS rep, I've never heard of them, anyway.
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uscellchick87

May 31, 2007, 12:36 PM
Yeah thats true. The Motorola rep has been to your store? I've meet ours at Agent meeting but thats the only time i've seem him. Thats something I haven't thought about was getting the rep involved. I've seen Nokia and UT Reps only at the meetings and then never heard about them again!
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krickt

May 31, 2007, 1:03 PM
He's been in the store once and we (either my hubby, myself, my mom or my dad) have actually spoken directly to him two or more times at different functions.

Moto seems to be trying to corner the market on high end phones for USCC, the other guys don't even seem to be trying.

We've seen (from a distance) an LG rep once, and were told that we have a Nokia and a UTS rep, but I think they are mythical.
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uscellchick87

May 31, 2007, 1:25 PM
LOL! Thats too funny! What market are you in?
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krickt

Jun 6, 2007, 5:07 PM
OOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOoklahoma.... where the wind...... is blowing down my house at the moment! Dang it's supposed to get up to 60mph today!
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kreeves

Jun 6, 2007, 12:57 PM
I am back on the agent side now, but when I was in USCC retail our store had a tech and he could track the basics of where the phone was and whether they were working on it yet or not.


but also, be patient. you're retail store should have set the expectation that reapir phones tak 8-12 weeks. the national repair center works with thousands of phones per week. Your's is just one, it may take a while.
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krickt

Jun 6, 2007, 5:12 PM
We just got a phone back from Moto today. 6 weeks ago we sent it in, but they say they didn't recieve it until 2 weeks ago. We have email documentation that says they got it within a week of when we sent it. Anyway, it was sent back to us, fixed, but now messed up in a whole new way. It's a now programmed like an Alltel phone, and although it works, can't pick up USCC towers, and says it's roaming all over the place. It can't be prl scanned, because it tries to go to Alltel. It's the same exact phone we sent in, they just screwed it up, royally!
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baker20altus

Jun 6, 2007, 10:34 PM
Ah we have had that happen a couple of times! Once LG sent our store a verizon phone(branded and all) but it was completely flashed to USCC. And we have also recieved some phones that have had the flip replaced, but they put an Alltel or Verizon branded flip on it. Some of those people there seriously need to be drug screened.
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krickt

Jun 7, 2007, 9:54 AM
LG did that to us last week, except it wasn't USCC flashed. Straight up, branded Verizon phone.

I'm not putting one of my paying customers in a phone branded anything but USCC! Verizon isn't paying either me or my customer to advertise for them. (Among other reasons!)
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crystal

Jun 7, 2007, 10:41 AM
just kidding.

๐Ÿ˜
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baker20altus

Jun 7, 2007, 10:49 AM
They need to be drug screened for sure!
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