Restocking Fee

[Shadesy]

The guy at the At&T store said that if I am not happy with my captivate that there would be a $35 restocking fee. I have not been able to lock onto a GPS signal in the 4 days that I have owned the phone. Do you think they would still try and charge a restocking fee if I returned it because a key feature does not work?

 

[Mugzee18]

They did for me... Then again I didn't really fight with them about it because I didn't feel like taking the time to prove to them it didn't work. They didn't even know how to flip it on to the lock screen, so proving the gps didn't work was going to be like teaching the ATT reps how to read.

 

[Wakefield]

I traded my Captivate out for a new one yesterday. The sales clerk said she was going to charge me the re-stocking fee. I said I wasnt going to pay it since I am returning a faulty phone and getting the exact same phone. Then I asked to speak to a manager.

She went into the back for a few seconds, came back, and then said they were waiving the restocking fee.

It never hurts to ask. You would be surprised what you can get.

They also wanted to charge me a $20 upgrade fee when I first got the phone which I got out of as well.

 

[Sharkonwheels]

The guy at the At&T store said that if I am not happy with my captivate that there would be a $35 restocking fee. I have not been able to lock onto a GPS signal in the 4 days that I have owned the phone. Do you think they would still try and charge a restocking fee if I returned it because a key feature does not work?

They waived the fee on my wife's captivate, when we returned it for an iPhone. If the "consultant" refuses to do it, then ask for a manager. It is a defect, a KNOWN defect, and just mention you want to return it because the GPS is broken, period. You LIKE the phone, but unfortunately, it's broken.

T

 

[Mathieas]

they also took away my restocking fee due to the known GPS issue. They would not waive a return for any other bug at my ATT. They would however trade it in for another cap with no restocking if there was a defect.

 

[blazeplacid]

bet buy said no restocking fee...I asked atleast 3 times

 

[Mugzee18]

Now I feel like I was robbed! You think I could go in and get my money back if I bring in the receipt and tell them that I told them the phone had a defect but they charged me anyways?

 

[Sharkonwheels]

I would - if it was on a C/C, if they refuse, call your C/C company.
Buyer's remorse is one thing...but a factory defect, with no fix on the horizon, is a whole other ball of wax!

T

 

[Mugzee18]

is there a legit source from samsung saying that the gps is defective? Something I could print out and show to the reps? Im thinking of doing this but I want to have something to prove

 

[ruppert]

When I returned mine the manager said that he had to charge me a restocking fee, and that he couldn't do anything about it. I remained polite, but was obviously agitated according to my wife, and they said that would credit my account the $35. So, it sounds like he might have been mistaken about having to charge the restocking fee, but he did find a way to work it out for me.

 

[Sharkonwheels]

They actually REMOVED it on my return. Other times, I've been told (same store, different person though) that they cannot remove it from the return, but would apply a $35 credit, which for me basically works out the same. $35 less I pay on the bill, even wash for me.

T

 

[ruppert]

is there a legit source from samsung saying that the gps is defective? Something I could print out and show to the reps? Im thinking of doing this but I want to have something to prove

The closest thing I've heard of was the official @SamsungService twitter saying this:

"To those inquiring about GPS on Captivate or Vibrant, R&D is working hard on this. Thanks for your patience. We'll tweet new info here.^Leah
Thu Jul 29 2010 15:59:18 (MST) via CoTweet"

Don't know if that would be enough to convince someone in an at&t store though.

 

[Mugzee18]

Thanks Ruppert and Shark... I'm going to try this. $35 is a lot of money! I'll let you know what happens.

 

[Sharkonwheels]

The closest thing I've heard of was the official @SamsungService twitter saying this:

"To those inquiring about GPS on Captivate or Vibrant, R&D is working hard on this. Thanks for your patience. We'll tweet new info here.^Leah
Thu Jul 29 2010 15:59:18 (MST) via CoTweet"

Don't know if that would be enough to convince someone in an at&t store though.

Go back, if you can, to 7/29 on @SamsungService twitter account, and print a screenshot, and take it with you. Also, call the 1-888 help line for Samsung, and open a case - you should have the IMEI of the unit on your receipt(s), and then go back and give them the info. If they give you trouble, and you used a C/C, I'd flat pull out my C/C RIGHT in front of the person, and call to file a dispute right in their face.

If you have to resort to that, it usually gets the job done. It'd be a shame if you have to actually go that far, though...

T

 

[tcv]

Would they potentially waive the restocking fee even if you exchange it for a different phone?

 

[Mugzee18]

/BUMP tcv

I returned it to purchase the iphone, but I got the iphone from the apple store, not the ATT store.

 

[Jack45]

I'm coming in late on this, but felt compelled to share my thoughts.

On the first day the Captivate was available I decided to test out the stores because I was planning to buy it online (no restocking fee). In the morning I went to one corporate store at which the manager was a tad light in the loafers and pranced around with an air of importance. I knew I was in for it, but tried anyway and asked about the possibility of waiving the restocking fee if I wasn't satisfied (with the phone). He looked down his nose at me and said "it iss what it iss."

Yes, I can spell.

At the next corporate store I asked the same question, in the same polite manner, and the manager said he would waive it.

It's the luck of the draw, as it is when you call AT&T with a request. I've found that if I'm respectful and polite I'm able to achieve my goal with them. And, as always, if you're not content with the outcome of your conversation - either in person or on the phone - try again.

Nothing new, merely a reiteration.

 

[Sharkonwheels]

Yep - If you're a d!ck, most will treat you like one.

If you're nice, cool, respectful, say hello, say thanks, etc... It will USUALLY be returned in kind.

T

 

[Mugzee18]

I'm naturally respectful and rarely get mad in situations like this but my hope is that I have a valid argument. I hope I can be convincing enough to allow them to credit my account after its been a week since I've been there. I guess I could pull out the, "I've always been a loyal customer of you guys..."

Even though I don't have the Captivate anymore, keeping up on these forums helps reassure me that I made the right decision, at least for myself. It seems the problems I was having are still there with all the new posts. I do enjoy the Android community, as everyone is very friendly and helpful. My advice is to not wait so long for Samsung to roll out fixes, as this could trap you past your 30 days of returning.