Mobile Phones & Broadband

[FrankieSerna]

So I bought my Evo 4G around May 20th of 2011.  The first Evo that I received had a broken earpiece, so I brought it in and had it switched out.  Now, starting about six months ago my Evo started doubling all pictures in gallery, fusing pictures together, and deleting pictures! I brought it in on April 19th of this year.  I went back for it the following Tuesday (April 24th) to pick it up.  When I had gotten home and set everything up I tried sending a few text messages to random people, every message came back as SMS ERROR!  And in addition to that SMS Error, all of the messages that I received came in multiple times (one came in ten times). I then took it into my own hands instead of going back to Best Buy.  I called Sprint and they deactivated my phone and then reactivated it along with updating my PRL, PROFILE, and doing a hard reset.  That did nothing for the phone and it still did not send messages.  I brought it back to Best Buy within a few hours of all of that, when I got back to Best Buy the lady assured me that it was just Sprint Error because they are updating all of their towers to LTE.  She said that we could try to send it out just to be sure that it was Sprint or the refurb.  So it was sent out, received, and then we tried sending a text when I got the new refurb back.  The first message that we sent out to one of the phones that were activated at the Best Buy came back as SMS Error.. Yet again, here we go!  But somehow she received the message a few minutes later.  Now, not sure if  you're aware but all refurbs when they come into the store have little stickers on the volume rocker, power/screen off button, and a plastic type of screen protector on the phone screen.  I did not remove the volume rocker button or the power/screen off button sticker because I wanted to protect the phone the best I could until I put my case on when I got home.  The following day is when everything started again; the power/screen off button did not work! It is jammed so I cannot even use the phone unless someone calls me (then the screen unlocks) and everytime that I do use the screen after a call, the Power Options screen comes on to Power Off, Airplane Mode, or Restart phone, and the screen itself just randomly turns on now, but along with it so does the Power Options screen.  So instead of going back into Best Buy yet again, I decided to just call the Black Tie Protection center.  I was on the phone for about half of an hour, which I was hung up on two times!  Finally when I got to an actual representative he said that the only people who could do anything were the Geek Squad people at my local Best Buy, even though every time they just say that it has to be sent out for rapid exchange, they cannot do anything else, and rapid exchange unfortunately does not count towards the No Lemon policy.  But at Best Buy they said that they did away with the No Lemon Policy (kind of contradicting themselves!).  So then I asked to speak to a manager above the guy on phone just in case there was anything she could do.  She just repeated the same thing to me and said that Rapid Exchange doesn't count towards No Lemon, even though my Best Buy "Did Away" with it!  She said that I could try writing corporate because I asked for their number but she told me to write them, which could take how long?  Or she gave me the option to post on here hoping that someone from corporate sees this and helps me, or last but not least switch it out for rapid exchange again! Please help, I do not have the time to go to Best Buy like the four times I did just alone last week, and I'm not even eligible for an upgrade until next May. So I am going to have to spend $699 or up just for a new phone without problems, what is the point of this Black Tie Protection Plan and the $10 I spend on it monthly if it is getting me nowhere but with a refurb phone with just worst problems than the last time

[subakkarayo012]

I am so sorry u are having this issue with ur evo. I for one have had several issues with this particular scenario at my current location. I was able to get it resolved with the new software update and an app i installed on a customers phone to bypass that particular batch of evo issues. It might be that ur rapid exchange is going through the same batch with the same issues

[FrankieSerna]

Update: 5/4/12

So my latest Evo the one with the power button issue, is not  not even powering on!  I decided to go to a different Best Buy (Burbank, IL) and filed for a No Lemon and have been without a phone for two days since it won't even power on!  Anyway the guy came back today and said that I was denied a No Lemon and that I just have to keep switching it out and he said that it's crazy how I keep having these problems because no one ever has this many problems with the refurbs. Umm hello! They're just phones that had problems, went out for servicing, and are now in my hands! So basically I'm going to have to just spend however much it is to get a new phone just because nothing can be done for me anymore I'll probably just end up dropping the insurance and go with Sprint Insurance! I thought this was a good insurance plan to be on.. but I guess all of the BTP Horror stories are true!

[subakkarayo012]

Not in the least I for one believe in the geek squads black tie protection for two reasons vs the carrier insurance. By any means nothing is ever a 100 % satisfactory EVER. If you had the insurance through ur carrier as an example, you would have had to spend the deductible both times and would now have had to purchase the evo outright at 599.99 and you might of had the benefit of a manufactures warranty given that they could not prove that it was nothing that you have done, or downloaded or etc.etc... The protection we have through geek squad is for underlined issues or everything else other than lost or stolen devices. I for one would tell you to send the phone off through the repair and have them notate the service order with the fact that the previous devices have had this and that issues, and to get a loaner phone through whichever store. The benefit of our geek squad is that with the no deductible on services itself, you can take care of whatever issues that may arise, given the fact that the evo you currently have doesn't power on at all, did they check your battery ?? It may be the issue of your battery since they do not send off your current battery when they fulfill ur service. I also would like to apologize for the fact that it took me so long to reply back to you as well.

[FrankieSerna]

Oh it's alright!  Anyway I sent out my last EVO with the power button, and received my new one yesterday (5/9/12).  This one finally has no problems... hopefully it'll stay that way until I am eligible to upgrade!  Thanks for all the info!

[Chiappa32]

I still dont understand why any Real SERVICE Department would consider giving a REFURBISHED PHONE good. I am having issues with my Samsung Galaxy Note right now, I declined the "FAST TURN AROUND" since I didnt just buy an 800 dollar phone 2 months ago to get back a BROKEN and then FIXED phone. (Still boggles the mind how thats quality service). My phone has been in limbo for 14 days now and no updates since the first day I sent it out...... YAY!!!! FOR BEST BUY SERVICE!!!!

[FrankieSerna]

@Chiappa32- I am exactly with you!! It boggles my mind how a refurb is better than them just giving you a new phone.  Especially since I pay $9.99 and my phone isn't even selling for a $100, so I've paid 120 up to date for refurb phones when this phone only costs $100!

[Chiappa32]

Well Im right there too. I bought a Samsung Galaxy Note (retail is 749$) and they want to give me a REFURB!!!!  Are you serious, so I buy a new phone and less then 2 months later you want to give me an ALREADY BROKEN BUT FIXED PHONE. I dont think so. Not happening here, maybe if the phone was a year old or something like that but less then 2 months old. Im done with them, thier service is HORRIBLE!!!! Lazy bunch of people who just tell you what you want to hear for the sale.

[Chiappa32]

Here is some more awesome info about the amazing customer service bestbuy offers.

It took 14 days for the entire service department to actually locate the phone which was actually sent off to the WRONG location. Get this, they actually sent my phone to a LAPTOP REPAIR CENTER.  Great job BestBuy mobile. So all this time that customer service has been telling me the phone is being repaired and it is being worked on and should be sent back shortly was all a lie. Im trying to figure out when they teach new employees to just IMPROVE a service situation. Instead of just saying "Sir, I have no idea exactly where the phone is or what the progress is. But I would like to take some time and look into the matter for you". That would have been better then anything I had been told so far. 

When the situation is all said and done I will be requesting all my Customer Service phone records (EVERYTIME I called) as well as copying all my email correspondence between myself and Customer service and posting them all on youtube, facebook, twitter as well as anywhere else I can post them so people can see what Quality service bestbuy offers....  I almost cant write those two things in one sentence since it contradicts itself. Thanks again bestbuy for pushing me over the ledge to shop elsewhere,  and the holidays coming up very shortly..... BestBuy def lost some money from me. Thanks

[jamiejensen]

you can go with carrier ins buttttt they only allow 2 swaps and they give u a refurb too.

so you will get two refurbs then nothing/

at least at bby they dont limit that and they cover accidental, sprint will not.

you are crazy to go with carrier ins