Phone repair policies
I purchased a used Razr2 in May of this year (after my original Razr2 was lost). It only had 57 minutes on it from its first user. I used it for 3 weeks and then the right arrow key didn't work consistently. The up, down and left arrows work fine, but the right key works once every 5 or 6 times I touch it. I took the phone in for repair under warranty the beginning of June and showed the rep what was wrong with the phone. (This was less than a month after purchasing it.) The phone came back July 3 from being repaired, but the repair center only wiped the memory and reinstalled the software and did nothing to fix the right arrow key. I pointed this out to the rep and he said my options were to keep the phone and use it as it is or send ...
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Diamondgirl5,
I understand your frustration. First I will apologize on behalf of U.S. Cellular for your trouble. It is important for you to know that while we act as a liason, it is actually the manufacturer, in this case Motorola, who is responsible for repairing/replacing a defective phone. It can be a frustrating and tense situation for both you and us when a phone comes back and is not repaired (like we promised it would be).
That being said, if your phone should come back less than satisfactory again, I am certain that the wireless consultant at your local store will be happy to help you contact Motorola's customer support and investigate other options to make sure you do have this problem taken care of. Just don't be shy to...
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I understand your frustration. First I will apologize on behalf of U.S. Cellular for your trouble. It is important for you to know that while we act as a liason, it is actually the manufacturer, in this case Motorola, who is responsible for repairing/replacing a defective phone. It can be a frustrating and tense situation for both you and us when a phone comes back and is not repaired (like we promised it would be).
That being said, if your phone should come back less than satisfactory again, I am certain that the wireless consultant at your local store will be happy to help you contact Motorola's customer support and investigate other options to make sure you do have this problem taken care of. Just don't be shy to...
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Thank you for your reply! Actually, the phone I purchased from US Cellular was a returned phone (a phone that another customer had returned under the 30 day satisfaction policy). It worked fine for 3 weeks. I was given to understand that the phone was being sent to US Cellular's repair center, not to Motorola due to the phone being a returned phone. When I took the phone in for repair I showed the Rep the problem and both reps were able to replicate the problem; they also were able to see the problem again when I went to pick up the phone. I did check at my local US Cellular to see the repair status. The only repair order that the rep could see was the first time the phone was sent in, which was in June. There was no record of the pho...
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yeah unlike Sprint, US cellular does not have a warrenty protection policy, if your phone breaks at sprint or lets say you "accidently" put it in the microwave, they will replace your phone for the same thing or one thats better. It works through the money you pay for insurance, I'm sorry you are experiencing the joys of being a customer of a regional cell phone provider. If you are out of contract or can afford the disconnect save yourself the future heartache and try out a real company......
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A real company!? HA.. NEVER WOULD I GO BACK TO SPRINT!!! If you enjoy having your contract renewed everytime you walk in the door then you will like sprint! If you like having messed up bills every month you will like sprint! If you dont like customer service, you know the roll, go to sprint! I have had no problems with U.S. Cellular and there customer service is GREAT!!
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Actually, I have friends and family who both have Sprint, and they've NEVER had a problem. In fact my friend's Sprint phone messed up, and they gave her a new one. Unlike USCC(which I've had) they give you a new phone, they don't give you a crappy loaner that doesn't work most of the time, for 2 months while your phone is being "repaired." Then you don't hear anything for like 2 months. Thats what happened when i had a razr with USCC. I'm so glad I switched to AT&T, although Sprint will be my next choice.
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beyondmygreatness said:
I'm so glad I switched to AT&T, although Sprint will be my next choice.
Good luck with at&t. You will have to call into the Warranty Exchange line just to process a warranty claim. You also have the option of no loaner phone. Oops, I meant without the option of loaner phones. The great thing about Sprint is that they lost over a million customers in one quarter, so the ques in Customer Service will be less. lol.
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And if you argue with their customer service reps they will break your contract, without resolving your issues! Yay Sprint! 😕
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I had another bad experience with Sprint before moving to USCC. I moved to an area where, at the time, they did not provide adequate coverage, so I called them to cancel and was told that they would waive the early term. charges, as their computer (correctly) told them that they indeed had no coverage where I was now living. I faxed them everything they wanted, and thought that was the end of it. Wrong! About a month later, I get a disconnect notice(for lines that have already been shut off!) with a $300-ish amount due. I called them AGAIN, only to find out that we had been charged the early term. fees. I faxed proof of where I was living to them(again!) and called to make sure that they had gotten it. 3(!) months later, I get another...
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I have an update on the phone repair issue. I have called the US Cellular store and US Cellular's 800 line to inquire on the repair status of my phone. I was able to get some information by talking to the repair person at the store. He told me that the phone is at Motorola for repairs and is listed as waiting for parts. He said that some of the cell phone companies (not just Motorola) have been having difficulty obtaining repair parts. I talked with him yesterday, the phone has been waiting for repair parts since 7/24/08. When I called the US Cellular 800 number I did receive a $25 credit, which was nice. I guess it pays to be nice when talking with people. (I've been having problems with the loaner phone, the bluetooth on it doesn't...
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I just wanted to post an update to the phone repair issue. I finally got my phone back on August 12. I was given credit for the two games I had originally downloaded for my phone back in May. I did have to have EasyEdge turned on for a month so I could re-download the two games (the phone's software was wiped clean and reinstalled.) But I figure I'm still breaking even since I received a $25 goodwill credit and credit for the two games. At least the phone was repaired properly the 2nd time it was sent in (the right arrow button had stopped working.) So I have my Razr 2 back. And the phone works fine.
The only suggestion I have is that US Cellular call people when their phone is back at the store instead of sending a postcard, which...
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The only suggestion I have is that US Cellular call people when their phone is back at the store instead of sending a postcard, which...
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yeah back in the day we did call but they changed it because it took to much time and people do not answer numbers they do not know and they said it was not considered a good contact method for billing for loaners being unreturned
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Also,
Ask your store representative to contact his/her Motorola Rep.
Every Region has one. They are usually VERY helpful for situations like this.
We have had very good luck with ours in getting resolutions for customers.
Ask your store representative to contact his/her Motorola Rep.
Every Region has one. They are usually VERY helpful for situations like this.
We have had very good luck with ours in getting resolutions for customers.
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I just went through an ordeal that finally got me a new phone through customer relations. I was sent a replacement for my phone that was having keypad problems and was under warranty. The replacement they sent was damaged and they were supposed to send me a loaner phone via UPS so I can get it repaired. Needless to say the loaner never showed up. After another call to customer relations, they sent a new phone out to me for all the trouble they put me through.
I honestly think it is who you talk to that determines the level of customer service you will receive.
In your case, if you are not happy with the service the store is giving you, I would call into customer service and talk with someone in customer relations to see what opti...
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I honestly think it is who you talk to that determines the level of customer service you will receive.
In your case, if you are not happy with the service the store is giving you, I would call into customer service and talk with someone in customer relations to see what opti...
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Sounds like you've had some good and bad luck. good in that technically a phone purchased used does not have a warranty, as the manufacturers specifically stipulate that warranty does not transfer from one owner to another, so your phone should be getting fixed at your expense. but bad in that in a lot of states there are "no lemon laws", which requires retailers to replace the phone after 3 or 4 attempts at fixing the same problem, but a lot of people have taken that to mean that you have to send it out 3 or 4 times, which simply is not true, which means it is a bad business decision by local management to make you wait over and over again
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