Defective Moment, but Sprint can't replace it. What to do?Support


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  1. JSA2593

    JSA2593 Member This Topic's Starter

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    So my Moment has been having problems for months. They did resets, then sent me a new one, then did more resets, and more service, and this and that and it still is having problems. They can't send me another moment since they don't have any to give me.

    My warranty is up on December 17th through Samsung. The current handset has a warranty from Spring until December 9th. Sprint can't give me another moment, but Samsung might be able to. The problem is, by the time I would get it from Samsung (miminum 2 week wait time), the warranty would be out. If there is a problem with the replacement phone (the replacement they sent me had issues from day one and had to be brought in for repair), it wouldn't be under warranty and I'd be screwed.

    They said that I had 2 other options, go to the intercept or the Hero. The Hero has no keyboard, and its screen isn't big enough for me to be willing to give up the keyboard (Whereas the EVO has a huge on screen keyboard that I could use). The Intercept has a smaller screen with bad resolution and its not an AMOLED screen.

    Needless to say, I don't want either. It seems to me like the Transform is the replacement for the Moment, but after working as high as I could get through Sprint's customer care (supervisors of specialized departments for this issue) they couldn't offer me anything else.

    They reset my moment, and while I was on the phone with Sprint Customer Care (Still in the store, less than 20 minutes after they "repaired it") it froze and reset itself! Honestly, I'm tired of spending hours on end working with Sprint trying to get a phone that works.

    They can't give me a working moment. They can't offer a comparable phone.

    Has anybody else had this problem? What have you done?

    I miss verizon...
     

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  2. momentoid

    momentoid Well-Known Member

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    I sincerely sympathize with your situation. It is an absolute calamity that Sprint and Samsung are allowing this to happen. Customers are going thru lot of troubles and pain with Samsung Moment, a phone that both Sprint and Samsung think is no longer worthy of sale or support. Samsung Moment is End-Of-Life just in 11 months after release while Sprint customers are bound by a 24-month contract without an option for a fair exchange.

    In my opinion, the only fair exchange for all the hassle created by Samsung Moment is for Samsung to exchange it for Samsung Epic and for Sprint to waive the $10 fee. A step up, but the customer, Samsung, and Sprint deserve it.

    Have you tried flashing 3rd party ROMs and see if it helps?
    Check out:
    - Moment - All Things Root - Android Forums
    - http://forum.sdx-developers.com/roms/

    Hope someone who is more up to date with these ROMs can guide you.
     
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  3. JSA2593

    JSA2593 Member This Topic's Starter

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    Just got off the phone with Sprint.... for the 5th time. This time I spoke to an "Android Expert" who did some resets and tried updating software. It seems like its working now, but I have no idea how long this will last. Hopefully by next december it's still working and I can get a different phone
     
  4. momentoid

    momentoid Well-Known Member

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    Good to hear that. Just curious, could you post the following info from Menu/Settings/About phone/ Firmware, Baseband, Kernel versions and Build number.
     
  5. pastafarian

    pastafarian Pâtes avec votre foie Moderator

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    I've seen a couple of posts where people say they've been able to get a LG Optimus S as a replacement. I don't know if it's true or how much cajoling/threatening one has to do, but from what I've read it's better option than an Intercept or Hero. Good luck!
     
  6. JSA2593

    JSA2593 Member This Topic's Starter

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    Trust me, they must have been pretty threatening if thats true. I got up to literally the highest person I could get to, while calling in the middle of the Sprint store (of course, talking obnoxiously loudly in front of the people "considering switching to sprint"). I spoke to at least 5 people, then called back, and did the whole thing all over again. If I could have gotten an Optimus, I probably would have done it.

    I don't really trust my moment to work (and apparently, neither does samsung, seeing that they discontinued it and won't even give them out as repairs), so although it is only slightly messed up now, I would prefer a different handset.

    @Momentoid:
    Firmware (2.6.29)
    Baseband (S:M900.8.0S.DJ07)
    Kernel version (2.6.29)
    Build number (ECLAIR.DJ07)

    They thought it was a software problem (since the problems I was having were known problems that were fixed with updates). I don't know if they had fixed it at the store or I had done it before they got it, but when I spoke with the Android Expert he said that I was fully up to date.

    I'm still having problems with the Android market force closing, losing data coverage, Apps saying that they downloaded but not showing up in my app bin, and graphics problems with Angry Birds (but, apparently, that is the development issue with the app, not the phone).

    Compared to what it was before, this phone functions pretty well. Is it the way it should be? No. But it looks like Sprint is not budging on what they can offer me.

    Does anybody have any info about getting the Optimus S? i.e. who you spoke with, what you had to say, any extra payments/contract renewal, etc.? I was told that there was nothing that could be done besides offer me the two phones. Honestly, this sounds like breach of contract to me. I was given a warranty, which they changed since I signed the contract (now the warranty is only through the manufacturer, not through sprint like I had agreed to). Now, they want to charge me $35 to do a replacement (even if under warranty). That, to me, is such BS. I have to go through the manufacturer and go without a phone for 2 weeks while they replace it. Honestly, who can go without their phone for 2 weeks any more? No loaner phone offered, nothing.
     
  7. SoulTerror

    SoulTerror Well-Known Member

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    I would try fighting with them to get them to move your upgrade date up so you can just get ride of it. That's what I would be doing if I had the money to buy a new phone.
     
  8. JSA2593

    JSA2593 Member This Topic's Starter

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    I'm still over a year out from the upgrade date. They tried, but couldn't do it. Also, its a family plan, and only my phone has problems, not all of them (no need to replace all the phones).

    The manager of the store called this morning, saying they got another moment in. Since he told me yesterday that they don't have any more, and only get ones in off of repair, I really don't have high hopes. I'm sure its just another one like the one I currently have (software problems, sent in for repair, hard reset performed, sent to a new customer).

    Hopefully I'm being too pessimistic, but I honestly don't trust this phone any more.

    I'll keep this updated with what happens
     
  9. pastafarian

    pastafarian Pâtes avec votre foie Moderator

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    Wishing you a half full glass!
     
  10. HeadlessPonch

    HeadlessPonch Well-Known Member

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    That you can drop the phone into!
     
  11. pastafarian

    pastafarian Pâtes avec votre foie Moderator

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  12. pattonthegen

    pattonthegen Well-Known Member

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    I was shocked today honestly when i read that Sprint had the 2nd highest customer service ratings according to some recent study that was posted on foxnews out of the major cell phone providers (AT&T had the lowest)...Out of all the companies that I have had dealings with Sprint by far could care less about there customers....thats what happens when they get to big.

    I to have gone round and round with Sprint in the past over issue's with phone (granted my moment has worked perfectly since i got it when it came out)...and it comes down to they just don't care at all if you leave them for another company...just sad.
     
  13. jaunvie

    jaunvie New Member

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    Oh wow! You just described what I went through word for word.

    I was real lucky to get a nice repair tech. I want to the "sprint repair center". But all the could offer me was the hero or intercept. I even wanted to pay the diffrence between the intercept and the evo to get the evo. I can get the upgrade. I just can't afford the $200 right now. He did say they would wave the $35 fee (after I threw a fit of course) but then when I said yes he found out they didn't have any in the wharehouse. BTW I've had this replacement about a month. They were then able to get my phone started (mine wouldn't boot at all)0 and I decided just to take mine home cuz I didn't want the other two.

    The tech guy did tell me..."you had a lot of apps on your phone." "What? I haven't put a lot on since I got the phone, maybe about 20." "20 IS a lot of apps" "well, how many SHOULD I have?" "You should keep 10 or less." "You mean to tell me, there are over 50,000 apps in the market and I have to pick my favorite 10?" "The phone has problems runningmuch more than that"

    That was my conversation. So I loaded my 10 fav apps...(what a tough decision) and its been running like a peach. (Case in point...my husband had NEVER had a single issue with the phone he has like 5 football apps and that's it)

    I don't like it. I would like to get a phone thatcan do what its suposed to. But I can't afford to spend $200 dollars every year on a new phone. (I had the instinct before this and it was nothing but problems too)

    I've been a sprint customer since 1993. I've gotten every one of my family on sprint. (I have the referal rewards to prove it ;-) ) I have to admit I've been very disapointed lately with the customer service. Many of the people seem nice they just are not ALLOUD to do anything. I can see that they want to they just can't. This is courprate people looking a ledgers and not customers.
     
  14. momentoid

    momentoid Well-Known Member

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    Maximum limit of 10 apps and 20 is a lot of apps? Sad to hear a "tech" person said that.

    @jaunvie: Use the phone for some time after installing one app at a time to identify the bad app(s). Let us know the list of bad ones, if you catch some.
     
  15. pastafarian

    pastafarian Pâtes avec votre foie Moderator

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    I think that survey is more indicative of how bad all are, not how good Sprint is. I've had a bad experience with Sprint (and left for several years) and had a worse experience with Verizon which drove me back to Sprint. at&t and Tmobile are out for me because of poor coverage in my home. When there's a problem, the first contact with the company has the biggest impact on whether it's happy or a disaster. Since they now tend to document everything and even as you move up the chain of command, stick up for one another, if the first rep is unhelpful, obstinate and/or rude, that's probably going to be your overall experience. They all prescribe to the same customer service principles and probably spend about the same amount of money per subscriber for CS, so there's probably not a very big difference between them overall.

    Of course, once you've seen the bad, they suck!
     
  16. jaunvie

    jaunvie New Member

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    I think the 10 apps has more to do with the fact that they are run off of the phones internal memory rather than BAD apps. My phone is compleatly stock and I run well known apps like ebay and photobucket. I think the internal memory just can't handle it.
     
  17. pattonthegen

    pattonthegen Well-Known Member

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    10 apps? Really thats crazy and BS if you ask me. I have had my moment since day one and rarely have any issue's with it, and I have probably 30 apps on my phone at any given time. I am always looking for new apps and deleting old ones once i no longer need them.

    Granted it seems that i have been one of the very lucky ones when it comes to the moment because i have had very very few problems with my phone. After i bought my phone my brother went out and bought one, and a close friend went out and bought one both of which have had issue's (nothing all that major) all the while my phone has always worked fine. My phone is completly stock, and full of apps and tons of picuters....I use apps of all shapes and size's......I wish you luck and certainly feel for you because its crazy when a sprint tec says "oh i know you have a android based phone which is famous for OPEN SOURCE APPS but make sure you keep it to 10 or less out of 50k plus....thats just dumb. Thats like saying oh i know you bought a corvett and i know you can go 200 but keep it to 55....all the while you paid full price for that corvett..!!1 Madness


    @ the survey i think you put it perfectly lol
     
  18. AndroidSPCS

    AndroidSPCS Well-Known Member

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    Can you sign up for the TEP and then swap out the Moment for a new phone?
     
  19. JSA2593

    JSA2593 Member This Topic's Starter

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    Just activated my "new" moment. While I was still on the phone, the call force quit, gave me an error, froze, then restarted.

    She told me it was because it was just starting up. I don't really trust her, but I'm hoping for the best.

    I have 30 days to see if this one actually works (ugh, I hope it does).
     
  20. AndroidSPCS

    AndroidSPCS Well-Known Member

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    Did you try rooting your Moment and using another ROM like Radioactive FroYo??

    The stock Moment ROM sucks and is broken. Once you root it and use one of the alternate ROMs it should work tons better. It is a decent phone once you root and get rid of the existing stock ROM.
     
  21. JSA2593

    JSA2593 Member This Topic's Starter

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    I haven't tried it yet, since it was still in warranty. If I have some more problems after the warranty period, I'll give that a go.
     
  22. AndroidSPCS

    AndroidSPCS Well-Known Member

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    I had lock up issues, the call issues from time to time, while on the stock ROM. Once I rooted and changed ROMs it all went away.

    You will experience more problems under warranty, guaranteed. It's the stock ROM that causes the issues, and you'll be constantly changing phones because of it. Why not change it and then see if the problems go away or not?
     
  23. JSA2593

    JSA2593 Member This Topic's Starter

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    Hmm, tempting. Something definitely to consider. In case I decide to go for it, can you link me to the easiest way to DL and then install it? Does such a thing exist? I'm not too great with this stuff.

    Thanks
     
  24. SoulTerror

    SoulTerror Well-Known Member

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    We shouldn't have to Root our phones for them to work properly though.
     
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  25. CriticalCritic

    CriticalCritic Well-Known Member

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    Get rid of it!! Don't bother waiting for the 30 days to be up. Just get rid of it asap. Do not trust anyone at Sprint if they try to brush off an issue with the ' the phone that shall not be named.' Just do yourself a favor and get anything else while you still can! :eek:
     
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