Bad Tech Rep in store?

Discussion in 'Android Tech Support' started by rda990, Jan 6, 2010.

  1. rda990
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    rda990 Member

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    My Droid has a couple of issues ( Screen is a little loose when closed,headphone jack is also loose and was skipping some songs one day, touchscreen would think i pressed somewhere i did not,and the back light goes out and the phone stays on for about a minute until it shuts off ). I bought it online so i thought i could only send it back through mail but since im within my 30 days the CS on the phone said i could go to the store and they will give me a brand new one (not refub or anything).So i went to the store and the Flextronics (-_-) guy explained to me that the "wobbling" screen is like that and that the headphone jack did not skip any music while he was playing it (even though it still wobbles). So I didn't care about those really so i told him about when the phone thought i pressed somewhere i didn't (which happened for about a minute) and he said the screen was fine while he was testing it.Also the back light never turned off so he said that the "Manufacture" "Requires" for the problem to happen in the store?? Im sure it will still happen but since its not happening in the "store" im lying?? Was he just a bad rep or does he really have to see it happen? 30 Days Satisfaction Guaranteed my _ _ _.
  2. Backnblack
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    Backnblack Premium Member Premium Member

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    Go to another store....Or ask for a Manager....
  3. lockman
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    lockman New Member

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    Bought this phone from Best Buy mainly because of the clowns Flextronics supplies the stores in my area with. At least now I'm not tied to them for anything, plus BB's warranty is better.
  4. Backnblack
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    Backnblack Premium Member Premium Member

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    What's that have to do with the OP's question?
  5. rda990
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    rda990 Member

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    Ill try that this weekend mabey and i was thinking about that but what if the manager also pulled that "It has to happen in store" BS?

    Yeah now I know why people hate on them -_-

    He was just saying how the Flextronics people are a pain in the ass.
  6. heavyMGS
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    heavyMGS New Member

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    rda990, go to a Direct store. You went to an In-Direct store who would not be able to help you anyways. Or.....since you bought ur phone online, call CS back and make sure you tell them that. Go throught the trouble shooting with the customer care rep (be nice and patient), you will then get to talk to somebody in tech support and they will help you. Make sure you tell them you are inside of your WFG period.
    Last edited: Jan 6, 2010
  7. lockman
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    lockman New Member

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    Nothing to do w/ his question. You answered it completely. I was just being a post whore:D
  8. Xerozix
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    Xerozix New Member

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    Now what the freak is Flextronics?
  9. Backnblack
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    Backnblack Premium Member Premium Member

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    Electronics Store
  10. rda990
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    rda990 Member

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    It was a direct store? (Or was it? Im pretty sure it was) and I don't think he cared that i bought it online he was just "testing" the phone but since the things I said that was happening didn't happen to him he just gave it back -_-. Thanks ill try that tonight.

    Flextronics - Wikipedia, the free encyclopedia

    "Flextronics International Ltd. (Flextronics) is an electronics manufacturing services provider that offers services to original equipment manufacturers (OEM). It also provides supporting supply chain services, including packaging and transportation throughout the world, as well as design and after-sales.
  11. heavyMGS
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    heavyMGS New Member

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    rda990, I'm pretty sure that store would be an indirect store, u can call customer care and they will tell you. Do they only sell VZW phones or no? If they sell other carriers phones as well then its an Indirect Store. Customer Care can also point you to Direct Stores close to you. And if you do call Customer Care just be patient, somebody should be able to help you : ) trust me.
  12. rda990
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    rda990 Member

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    Yeah then it is a direct store,only VZW phones/service and like I said I did call CS before going to the store and he was friendly and pointed that store out (which is the store I always go to...) and said they would help. Only thing I can do now is call Tech CS or go in that same store speak with manager/go in while that guy doesn't work.
  13. legion
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    legion New Member

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    Rda, I am a retail sales rep at a direct/corporate store so maybe I can shed some light on the situation. That was a direct store you were at, I can say that with certainty. Yes, he DOES have to replicate the issue in the store, thats not him being a dick, that's the policy that Flextronics, which is technically his employer, makes him go by.

    As far as the wobbly screen? That would be my single biggest pet peeve about the droid. My droid does it, your droid does it, the thousands of droids I have sold do it. It is a sad, frustrating, and omnipresent quirk. You could exchange a thousand droids, and they'd all have that slight wobble when pushing down on the bottom portion. Sorry but thats how it is.

    The headphone jack? Huh, I dunno, I use BT Stereo, but I have seen ports of every kind be slightly loose on many devices. I guess the important thing is is it coming/falling apart? If yes then you have a legitimate issue.

    If the screen is responding incorrectly that is a definite problem that should be corrected. But again, remember the Bs policy the employee must follow. HE MUST replicate, or no dice.

    But don't worry, all you gotta do is just make a fuss next time without being outta control and once you get a manager involved especially if its within 30 days you should have ZERO problem getting it exchanged, just don't take no for an answer if you truly have a serious defect. :icon_ devil:
  14. rda990
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    rda990 Member

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    Hmm...I didn't know that you guys had to replicate it...on these forums it seems like if you're in the 30 Days its kind of like a walk in no questions asked thing (except you saying what the problem is and stuff). The wobbling screen I didn't worry much since i was in line i checked out the other droids and tested them out and they did wobble a bit. I have loss some audio/skipping in the song while listening to it and since the first thing i noticed was the "loose" jack i assumed it was that. But that still doesn't explain the other 2 problems with the screen. So just because it only happens about 5 Minutes in a 24 hour day and its not while im in the store and the Tech Rep can't see it they can't do anything about it?
  15. legion
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    legion New Member

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    I guess I should clarify. Yes, if you are within your 30 days, they should exchange with no questions asked. I was assuming you were out of the 30. One thing that would definitely help would be I think you are simply going to the wrong side of the store. Sounds like you were in the tech service side of the store dealing with a Flextronics Technician. You need to go over the sales/customer service side of the store and speak with an salesrep/csservicerep/manger and simply say you want to exchange it and you are within 30 days. If they wont call customer service and CS will set em straight. :motdroidhoriz::icon_ banana::motdroidhoriz:
  16. heavyMGS
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    heavyMGS New Member

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    They make a big deal out of the replication because VZW cannot sell that device "as new" anymore so they are eating the cost if they send you out a new phone. That's why their are rules and procedures they have to follow before they can do it, troubleshooting/replication.

    Now I'm not saying you should not get a brand new phone if you do truly have a defective Droid, I'm just saying that VZW has procedures in place to minimize people who come in and say something is wrong with their phone and 7 times out of 10 its actually the user of the device, but it's always a case by case basis.

    A Direct Store should certainly be able to help you though, the rep you talked to on the phone was correct. If you go back, talk to a manager, but just remember to not loose your cool and flip out, be rational and just explain your side of the story.
  17. rda990
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    rda990 Member

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    lol...yeah still within my 30 days and if I was out of it I would understand why he would have to replicate the problem...(But still brings up the question what if the problem doesn't happen in the store? But doesn't matter to me though). Yeah the guy that directs me where to go in the store sent me there and wouldnt the SalesRep/CS Rep send me to the Flextronics Technician? But either way since you mentioned that I might even go tomorrow...Thanks!!:):)
  18. legion
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    legion New Member

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    That was the greeter you initially talked to when you walked in and he was doing what he thought you needed which was a "warrant replacement" but what you want is a "30 Day Worry Free Exchange" becuase the phone is "DOA". But either way they should replace the phone just becuase you asked, if not complain politely and they will do it I promise.
  19. heavyMGS
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    heavyMGS New Member

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    As long as you are not calling CS and saying, "yeah the store says I should get credit on my bill and they told me I just need to call you and you would do it no problem" :icon_ nono: But seriously, if they won't help, call CS and if you get a good rep *ahem* :) who knows the policies and procedures, action will be taken.
  20. heavyMGS
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    heavyMGS New Member

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    Yes, you sound like one of the good ones ! :yr1:
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