yashsingh1/xdaforums huggingface dataset:
[HTC Sensation] GorillaPimp:
Samnada you settled for less than good treatment man.

I was on day 12 of 14 and called in about the broken power button. They told me they'd send a new one out when I called in with the tracking number for the one I'm returning. I said fine - will they overnight it? They said they dont do that. I told them they overnighted the first one (2 day ground in a one day zone but their words). I told them I need a phone and I would be cancelling service if that's how it would work. She got with a supervisor and agreed to ship me one and that i'd return the other when I got the replacement or Id eat the cost of the second. She made sure to mention this was a special allowance for me and not general procedure.

2nd phone has a blue dot under the gorilla glass. Called in to see if I could ship both phones together back to Tmo. Thinking about cancelling service too. Not interested in doing this **** over and over. Guy was cool said I should have had return shipping slips in both boxes (I didnt) and that they'd reimburse me if I take my shipping receipt to a store. Also asked me to take the phone to a store to have them see in person whats wrong with it and note my account. Then he said theyd do the same ship and return after receipt of new phone w/ shipping reimbursement to my account via credit.

YMMV from rep to rep man - you may have to call back a few times to get satisfaction. I was surprised the woman I spoke to Wednesday helped me so much. Very cool. Guy I spoke with today was a Sensation owner and very cool too.
[HTC Sensation] samnada:
I did take it to a store when it first died to try a different battery in case that was the problem. They confirmed the phone was indeed dead, and noted that in my account. But he wouldn't swap for a new one unless I had purchased it at the store.

I was on the phone for nearly 2 hours, switched to 3 different people, and the best I could get was a $10 credit on the shipping to them. They'll overnight the new one , but not until they receive mine and I call them back to undo/redo my upgrade deal. I could get a loaner phone in the meantime, but it would have just been some cheapo deal which didn't interest me since I have my Vibrant.

Part of what bothers me about TMO is this horsetrading aspect where some people get great deals and others get zip, apparently depending on a roll of the dice and who you happen to get on the phone. Some CSR's are great and others sound like they're robotically reading from a script.

They're standard policy sucks. They need to change it. I shouldn't have to beg and plead and threaten to be treated like I'm a paying customer.

They could have overnighted the new phone to the store, have me turn in my dead one there, and verified the problem and the return. Done deal, and they would be out nothing more than they will now. They could also do just what you said, ship me one overnight and if I didn't return the bad one charge me full retail for both. Fine. But their standard policy seems designed to maximize frustration.

I'm considering all my options, but have to have an international phone, so that narrows the choices of carriers, and from what I've heard ATT is even worse.

If TMO has the best customer service it's no wonder cell phones are the source of the most consumer complaints.
[HTC Sensation] bobsbbq:
I'm not sure if things have changed in the last 5-6 months but when me and my wife had multiple problems with our MT4G's I never had to send mine in first. As a matter of fact I had 6 out of 7 sent overnight free of charge. But on all of them I was told I had seven days to return them after I received the new one.

Maybe times have changed. I might be doing a exchange as well in the near future and I will see.
[HTC Sensation] tigerz0202:
i actually am getting a replacement for mine on tuesday , i called it in today after all hell broke loose on my phone today ,they are sending me another unit and im sending them back mine , actually they gave me the option
[HTC Sensation] samnada:
Are you in the 14-day remorse period? They kept telling me it was because I'm doing an upgrade and I have to cancel/redo the deal to restart the 14-days on the new phone. I don't understand how people are reporting they've swapped Sensations 3 or 4 times. How is that being done? Am I the only one who's being treated this way?

The more I hear the more mad I get.
[HTC Sensation] tigerz0202:
monday makes 14 days ,i dont know if that makes a difference , they guy asked me if i wanted to wait for an update from htc and i told him no , i also called htc and they couldnt do anything because of the holiday , you shouyld be good to go being that the phone is still under warranty
[HTC Sensation] samnada:
I'm good as far as it being replaced, it's just the process they're requiring of having to receive my phone before they ship me a new one that's absurd. Due to the holiday it's going to be next Friday at the earliest before I get a phone.

I'll start calling tomorrow to see if they can persuade me to stay a TMO customer.
[HTC Sensation] GorillaPimp:
Totally understand your gripes and they're legitimate. You shouldn't have to roll the dice for options that others get. I feel you on GSM too. I really don't want to go to ATT because I'd have to get an iPhone. I'm tired of reconfiguring phones already. If the next one is trash too I'm going back to my N1 and old contract. Wifi calling is sweet but not happy with the poor quality control.
[HTC Sensation] wideasleep1:
By way of comparison, we went through a sordid version of this when the N1's rolled out, too. TMO didn't wanna touch'em, Google (who sold and shipped them out overnight) had no live support, and we had to rely on HTC. At the time, HTC's policy was (maybe still is?) only DOA phones would get immediate replacement at no additional charge. Any phone that worked, THEN failed was an 'in-warranty' replacement, and the only way to expedite it was to allow your credit card to be fully charged (although some report a $1 hold rather than a full charge) and THEN they would cross-ship. Otherwise, you had to ship the old unit BEFORE the new one shipped, and we had reports a call with a tracking number (as mentioned above) would also expedite a replacement shipment. I know waiting sucks, but unless it was bought IN a physical store, with their own return/replacement policies, 'it is what it is'. :|
[HTC Sensation] mike2518:
Thanks for the input guys. I'll be calling them soon. They told me that I have a 20 day remorse period for some reason. Also, to the person having the issue of not bring able to return the phone to the store , It's not gonna happen. The rep told me straight up that the phone people and the store people are not together.
[HTC Sensation] mike2518:
Another question: if they send me the other phone also, and I have a chance to compare both, would I be able to send the second unit back incase my first original unit is better? Or do I have to keep the second one?
[HTC Sensation] vvilliamm:
um when i first got my htc sensation the power button was slanted and the screen was messed up and weird looking aou screen i called that same day to get a replacement got it in 2 days. I told the rep i have the tracking number in my hand which i did =] just went to ups.com got a tracking number and shipped it out tm while my replacement phone was coming. The downside is you will be charged twice =/ the first phone will be on your cc already then they will charge you again for the 2nd one.. thing sucks to wait 4 weeks for it to clear just remember when u drop off the package to ask for the receipt. Maybe i was just lucky huh?
[HTC Sensation] Towle:
This is because they are redoing your upgrade. Tell them you don't want to redo the upgrade, you just want a replacement.
[HTC Sensation] samnada:
They didn't give me a choice. They said this is how it's going to work. Send us your dead phone, once we get it give us a call and we'll redo your upgrade and send you a new phone. They said it was because I got the upgrade through Customer Retention. It's like dealing with the government.

I offered to let them take my CC # and bill me if I didn't return the phone if they would ship the new one right away and they refused.

Not sure how they decide who to punish. My credit rating is perfect. I've never given them a minutes problem in the past. Just seems totally arbitrary.

I called them with the UPS tracking # in order to get the $10 shipping credit, so they have that. They're going to ship me a new phone, so what's it to them if it's today or next Thursday? I just don't get it.
[HTC Sensation] BonesRed:
I'm 23, have terrible credit and constantly call in and complain. I've been a customer since I was 18 and in the way that matters, paying my bill, I've always been a good customer. TMobile has always shipped my replacements out first and then I mail mine back to them in the box they ship the replacement in to me.

One time, they shipped be a broken MT3GS as a replacement so I called in and yelled at them so they sent me a second replacement MT3GS so I had three phones, 2 of which belonged to TMobile, out at the same time. I complained about them shipping me a broken phone, the amount of problems on my phone, they tried to give me a motorola cliq2, I told them they were crazy and I got a 350 dollar discount and upgraded to the sensation on Launch Day. Great timing!
[HTC Sensation] samnada:
Just got off the phone with a much more helpful TMO CSR. Order for replacement phone has been placed, due to the holiday it will ship overnight on Tue, arrive here Wed. Wish I'd gotten her the first time.

Thanks for the encouragement to keep after them.
[HTC Sensation] mike2518:
So any opinions on whether I would have to return my first unit after receiving the second one or just return the second one incase the first unit is better than the replacement unit?
[HTC Sensation] Towle:
If it is a warranty exchange you can send either back.
[HTC Sensation] GorillaPimp:
Fortuitous misfortune!

Got another clueless retentions person who refused to send me a new replacement before the 2nd was received. Called back and got a great specialist. He said all account specialists should know how to send a new phone out and let the customer use the problematic one in the meantime. Said I have to ship the 2nd back within 72 hours - cool. Gave him tracking info for the first. He credited me for both shipments. Then while we were talking got my old 5gb data back and FREE WIFI Calls.

That dude ****ing rocks. Bout to call Philip Humm's office to put in the good word for him. Now please let me get a sensation with no probs.
[HTC Sensation] samnada:
Had a similar experience. It's got to be hugely inefficient to run a call center that forces customers to call in multiple times to get fair service, nevermind all the frustration and bad will it creates. I just don't understand why it's such a dice roll every time.

Glad you got it worked out.
[HTC Sensation] aNYthing24:
I've run into a similar predicament. They want me to send back my phone before they give me another one because I'm in the 20 day period or whatever. Is it possible for me to do a warranty exchange instead of redoing the upgrade? I really don't wanna be without a phone for a couple of days.
[HTC Sensation] samnada:
Don't know about remorse period exchange versus warranty. Only thing I can suggest is keep calling. You might get a CSR who will send you the new one right away. Took me, and apparently others, multiple calls. No guarantees.
[HTC Sensation] aNYthing24:
Yeah I guess I'll do that or just wait out the 20 day remorse period. Such a hassle. :(
[HTC Sensation] GorillaPimp:
Thanks. I was talking to the specialist about just that - the differing info we get - he said there was no excuse for it especially from the folks in retentions. We were talking about that in regard to the shipping replacements part and I brought up the wifi calling as an example of different info depending on who you talk to and he hooked it right up.

I guess the lesson is - if you dont get an answer you like hangup and call back. Crazy.
[HTC Sensation] samnada:
It's like dealing with a bunch of used car salesmen. Everything is a haggle session. Some people like that, but it can be really frustrating. Not only that but twice I was told something had been taken care of, only to find out later that it hadn't. One was enabling international calling. I got to France only to discover I couldn't make a call. The other was signing up for insurance. Turns out it wasn't done. Good thing I didn't have to make a claim. So, even if you go through the haggling and they agree to something, followup and make sure it happens.
[HTC Sensation] mike2518:
i'm the OP of this thread. so i called t-mobile on sunday. i told them that i already did all the BS steps they make you do, so dont waste my time. the guy was real nice & transferred me over to the loyalty dept. who then redid the upgrade and said they will be shipping a new phone out on tue night, and should be arriving tomorrow, wed. she told me i have 3 days to return the original one. now, when i get the other phone, i'm gonna compare both really well & decide which one is better, screen & performance wise. would it be a hassle for me if I wanna keep my original unit instead of the replacement just in case the original is better?
[HTC Sensation] cromo8:
tmo customer care is the best, there are three types of exchange, one is called data device exchange for smartphones, gives you option to get the replacement first then return defective one within 7 days, post exchange is you return yours then they ship you one, the last one is called service exchange but not used anymore since it is cheaper to replace the phones than to fix
[HTC Sensation] cromo8:
no it would not be a hassle, you actually just send back the device you dont want, done it before
[HTC Sensation] drewtang:
So, I work for retention(aka loyalty) and the standard policy is; a phone still within buyers remorse (20 days in all states except CA) that is defective, we ship the replacement, and you have three days to return the defective unit. Unfortunately a lot of reps miss this. It makes.me sad to see these kind of comments, I hope you all have better experiences in the future.
[HTC Sensation] mike2518:
So should I inform them that I will be sending the second unit back or just send it anyway? Don't they track the serial numbers or any of the other codes on the phone?
[HTC Sensation] GorillaPimp:
Once you decide just call retentions and tell them what you want to do. If you have problems hang up on them and call back. Keep doing that until you get some help.

----------

Thanks to the tmo employees chiming in. When you guys know your stuff you're fantastic. When you don't it's hell for us. The guy that helped me today was so good that I'm going to call Phil Humm's office and leave a good report.
[HTC Sensation] knotrkr:
I had the same problem when I bought mine. If you download "Equlizer" from the market, (it's a free app.). And turn each one all the way up, now my phone is as loud as any other.
[HTC Sensation] samnada:
Don't count on it.

I was told my replacement would ship Tue overnight for delivery Wed (today). Just checked the UPS tracking # and it's still in Louisville, is shipping ground, with delivery scheduled for Thu.

Like I said in another post, even when you go through the haggling process and get what you need they often seem to fumble the follow-up.
[HTC Sensation] samnada:
Is there a phone # or a special keyword that can be used to go directly to the retention dept? What would you recommend a customer do if we're told something we know is not true, like "you have to send in your phone first, and once we receive it we'll send the replacement"?
[HTC Sensation] havok800:
ONce you have the tracking number for the return package you call and they send new one immediately but u must send in phone initially
[HTC Sensation] samnada:
So many different versions of their policy.

When I called last week I was told in no uncertain terms that I had to send them my dead phone, and once they received it I had to call in again and they would process my undo/redo upgrade, and only then send me a new phone.

I called back on the weekend to complain and was told that they should have sent me a new phone right away.

The poster above, who works in TMO retention, says within the 20-day retention period they should ship replacements right away, without the bad one being shippped first.

Now you say the procedure is to send the bad phone first, but they'll send a replacement once they have the tracking #.

That's what a lot of this thread is about, it seems like there is no set policy, and everything is determined by who you happen to get on the phone, and how much you complain or threaten to leave. It's really maddening.
[HTC Sensation] drewtang:
Policy is if It's defective, you don't have to return until replacement is received, if it's cause you just don't like the phone, have to return first...
[HTC Sensation] samnada:
Appreciate the clarification. I just wish all the TMO CSR's were aware of it.
[HTC Sensation] KillaHurtz:
CSRs don't care I dont think. Retention has much more options and flexability when it comes to helping me.
[HTC Sensation] mike2518:
Drewtang, so would it be fine for me to return the unit I'm gonna get tomorrow from T-Mobile incase my original one is better? Would I need to take any steps, like calling them first, or just send that replacement unit back?
[HTC Sensation] drewtang:
I would call first.
[HTC Sensation] mike2518:
Thanks man!
[HTC Sensation] aNYthing24:
Hmm, I guess I'll try mentioning this next time I call. Thanks for the tip.
[HTC Sensation] GorillaPimp:
FYI - My phone was just shipped 2nd day air which is the same as overnight since I'm close to the source. So they do ship other than ground.

Just got my shipping credits applied too including one applied early. Very happy now. I think T-Mo has earned my loyalty.
[HTC Sensation] atlp99:
One important note,

The only way to GUARANTEE you are getting a new phone (not a potentially refurbished one) is to send the original phone back first.

If you do a standard warranty exchange, the replacement ships first and then you send the original (malfunctioning) one back in the same package. This will only ship you the phone; no back, battery, memory card, or accessories and it will not be in the retail packaging. This can be a refurbished phone. It is unlikely that refurbished sensations are available yet on such a new phone, but it could be a refurbished phone.

If you are within your return period you can return the original handset and get a new one. This will be the whole new phone; including accessories in new retail packaging. In order to do this you will have to send back your original phone first.

This only applies within the return period from purchase (14 days for in store purchases, 20 days from order if online/ phone orders). After your return period you do not have an option, you will get the replacement shipped to you first but it could be a refurbished phone.

I am an in store Rep, so I may be a little off on the exchange period for online/phone orders.

P.s. if you buy in store within 14 days you just do an exchange in store, but you have to do exchanges through the same channel you ordered.
[HTC Sensation] drewtang:
For phone orders you only have to return the phone first before a new phone is shipped if It's a preference exchange, if the unit is defective and within buyers remorse, we send the new phone first. Different with instore purchases, since nothing is being shipped.
[HTC Sensation] GorillaPimp:
Phone orders (including retentions/loyalty upgrades before you're due) are 14 days. You only have to call and initiate the process prior to 14 days. That clock is reset when your new phone is delivered. The reason for that is because they process a return on the first phone purchase and order the replacement as if it were a brand new purchase. It's not just a swap and clock reset.

******more good news - i got the premium android web for $20 at 5gb.

I'm down with T-Mo until AT&T takes over.
[HTC EVO 3D] slugsly:
When I put my Evo3d in my pocket and play music through headphones it will randomly start playing at 2x normal speed or skip forward. Is anyone else having this problem and is there a fix? I tried a different player(winamp) and it did the same thin.
[HTC EVO 3D] peoplesinc:
I've had that happen to me with the google Music app but I had assumed it was because I was streaming.
[HTC EVO 3D] beyond882001:
This happens to me too. I thought thus topic was addressed though. Something to do with phone thinking headphones were a headset.
[HTC EVO 3D] mrjkwik:
heres your fix.

https://market.android.com/details?id=com.idunnolol.headsetblocker&feature=search_result

remember, its a widget. so you have to add it to one of your screens.
[HTC EVO 3D] jigabits:
Works great so far!
[Wildfire Themes and Apps] konna280:
Does anyone know of any widgets/apps for windows that will give info of your phones status (network signal/battery charge/messages/missed calls/etc) while connected via usb?
[Wildfire Themes and Apps] djpry:
go to android market and download...."mini info" widget
[Wildfire Themes and Apps] konna280:
no sorry, i mean having all of that info relayed to the computer
[Wildfire Themes and Apps] djpry:
i guess its not posible.....
[Wildfire Themes and Apps] -Howard-:
That would be a good thing to have tbh, ill.do.some searching im sure there must be something.
[Acer Iconia A500] cq842000:
Okay, so I got the leaked Acer generic Honeycomb 3.1 "update.zip" and it installed without issue. However, after gaining root access (verified via root check), installing Busybox v1.18.4 (1.9 didnt like my device), and installing clockworkmod rev 1.3.4 via Acer recovery I find that I cannot complete the ROM installation. I have tried numerous kernels supposedly geared towards my device to no avail. I did boot into recovery mode, factory reset/wipe, wipe cache, wipe battery statistics, and clear dalvick cache....but it didnt work. None of the three kernels I've tried actually install. So far I have tried "UNITY_V1_2.6.36.4_OC1600_SLQB_CIFS_TUN_VR", "unity_v3_picasso_acer", and "Virtuous_Picasso_v1.0.8_Acer_based_thor-kernel v1.1-beta" They say installation from sd completed, (even though the progress bar lasts all of 3 seconds and the text doesnt properly populate) but I get the boot hang upon power cycle. I did verify that the kernels werent corrupted, and I have been able to unbrick via the 3.1 update.zip. Any help would be appreciated.

Oh and also of note, is that I have two mico SD cards, one 16GB SDHC which for some reason wont mount, and a 2GB SD that mounts properly. Both sd cards were formatted from the tablet.
[Acer Iconia A500] sc2k:
Try to format /system and /flexrom in the 'mounts and storage' menu of cwr. Then try to reinstall a ROM
[Acer Iconia A500] cq842000:
I will try that and get back to you. Thank you for the suggestion.

edit...

Okay, I followed your suggestions and it didnt make a difference(custom ROM install from SD card completes in 3 seconds, then hangs on the Acer splash screen upon reboot), also while reinstalling the leaked 3.1 stock ROM it gives me a stop error? "random offset 0x339", but completes the installation of said stock 3.1 ROM.
[Acer Iconia A500] sc2k:
Strange. Check if all partitions can be mounted (from 'mounts and storage' menu). Also, is there anything interesting in /tmp/recovery.log?
[Acer Iconia A500] cq842000:
According to recovery, everything but the 16GB SD card can be mounted successfully. As for the second suggestion, where would I find the tmp directory? I dont see it in root so where would it be?
[Acer Iconia A500] sc2k:
You need adb for this. If you do not have adb, see this guide how to install it (but skip step 7).

Then boot into recovery and try to install a ROM (which will most likely fail). Next, from the console on your pc (the one where you also typed "adb devices") type:

adb pull /tmp/recovery.log

This will pull the file from your device and save it in the folder where adb is installed.
[Acer Iconia A500] cq842000:
Alright, I'll get right on it, and get back with some text.