04-13-2012 09:04 PM
04-29-2012 12:49 AM
This topic has been moved to its own thread Customer under the board Manufacturer’s Warranty and Protection Plans for further review.
04-13-2012 09:08 PM
04-16-2012 01:30 PM
04-18-2012 04:00 PM
Thank you for posting and for all of your patience while we fix your phone.
It sounds like we’ve been moving the bar on you along the way. Having your phone out for repair can be stressful enough without having the story change in the middle of it. I apologize for all of the confusion and I’d like to try and clarify what I can.
With most of the phones that we carry, we are able to replace them with a refurbished unit under our rapid exchange program. This usually takes about 3-5 days total and we do this to keep the turnaround fast. We don’t typically replace phones right away in store under the Black Tie Protection plan. With that said, I absolutely agree with you: all of our employees should be on the same page and when you send your phone out for a repair or replacement, you should know what you’re getting into. We should let you know what’s going to happen so that you aren’t surprised.
I’m going to follow up with our local management team to make them aware of all of your frustration with the process so far. It looks like your phone is currently at the service center. It has been diagnosed and is waiting on parts for repair. I’m going to try and get a few more details and will get you any updates I find. Please don’t hesitate to let me know if you have any questions or concerns in the meantime.
04-25-2012 12:04 PM