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Best hardware customer support?

Discussion in 'Android Lounge' started by uRabbit, Apr 13, 2011.

  1. uRabbit

    uRabbit Member
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    Apple is known for their superb technical support, repair and replacement. I've had three iPhones and only paid for one. One took a swim in the toilet and was showing the moisture indicators. One was dropped and the display cable clearly came disconnected. Both times, Apple replaced my iPhone, despite their repair/replacement policy clearly stating that they do not work with these types of damages.

    Can this sort of thing be said for any of the Android hardware manufacturers?
     

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  2. sitlet

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    I dont know of ANY manufacturer that will replace your device because YOU dropped it in water. That's what insurance is for.
     
  3. Steven58

    Steven58 Reformed PH
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    No.. that's why they have insurance on phones. I think it's unreasonable to ask manufacturers to pay for our accidents, so I pay for it on three phones. :)
     
  4. uRabbit

    uRabbit Member
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    So, you're saying Apple may be the only one that goes above and beyond?

    As for insurance, you mean thru the carrier? What is that, like, $6/mo with AT&T I think? Not bad if it actually covers all that. I suppose there's also Best Buy's Black Tie Protection program, if you buy there.

    Edit: Can't even find the insurance on AT&T's web site.
     
  5. shawn1224

    shawn1224 Ex CEO-DNPSEA foundation
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    I'm calling BS. I've heard horror stories of how Apple makes you come out of pocket for even the simplest issues.

    Your story is not in alignment with common practice.
     
  6. uRabbit

    uRabbit Member
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    It's happened. I could try to dig up old topics from other forums and old emails pertaining to the incidents if you'd like. Don't be mad that my $226 3GS has more than paid for itself...

    Anyways, anyone out there got a good story about phone replacement?

    I don't buy-in to carrier insurance because most of the time, certain damages are not covered, or there may be deductibles, etc., etc. Also, I've heard horrible things about Black Tie.

    P.S. Apple may have replaced my phone for me because they could repair it and use it to replace phones for others. I don't know. I do know that my phone looks flawless aesthetically because of my Otterbox Defender case.
     
  7. uRabbit

    uRabbit Member
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  8. dan330

    dan330 Android Expert
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    are u a young hot chick???

    that is the only way I think you can get ... a toilet phone replaced without insurance.
     
  9. uRabbit

    uRabbit Member
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    I guess Apple was just feeling generous.

    This topic isn't going where I'd intended. :(
     
  10. ashykat

    ashykat Android Expert
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    I've owned a lot of Android phones and some iPhones, and I can attest that I've had great luck with Apple's customer service. They've gone above and beyond for me. I haven't had a lot of situations to compare other handset manufacturers with Apple's but I haven't had any of those horror stories, luckily.
     
  11. Adauth

    Adauth Android Expert
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    I dont get it..how do so many people drop their phones in the damn toliet...?
     
  12. Usta

    Usta Android Expert
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    Or more to the point - why do people take their phones to toilet in the first place? :rolleyes:
     
  13. mikedt

    mikedt 你好
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  14. mikedt

    mikedt 你好
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    Quite easily actually. One drops trousers to have a shit...pulls trousers back up...phone falls out of pocket.....plop!!!! ... and if it's a crouch-type/hole-in-the-floor WC, the phone is guaranteed to get dunked if dropped.

    I know one guy who managed to do this with his Blackberry Storm, despite the cost of the phone, there was no way he wanted to put his hand down the disgusting shitty hole to retrieve it.

    Well you're not going to leave that expensive HTC Evo, Samsung Galaxy or iPhone 4 out in the bar, nightclub or restaurant are you? Someone might steal it. :p
     
  15. skunkonkrunk

    skunkonkrunk Member
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    I work in mobile retail. Here, Apple charge £169.99 to exchange an iPhone, they do not get fixed. This is judged indiscriminately of the fault. The device could have a single scratch, or be broken clean in half.

    Good deal.

    From my two years experience, I would actually say HTC, followed closly by Samsung. To be fair to them, Nokia did exchange my overclocked N900 without question. But I've also seen them give totally bull excuses for not repairing some customers handsets, so go figure.

    I think 99% of the time, its actually down to the person you deal with, and how strictly they will adhere to company policy.
     
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  16. uRabbit

    uRabbit Member
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    Thanks, skunkonkrunk. Finally, a reply that pertains to the topic. :)

    As for the nonbelievers; I'm not rich. There's no way I could afford to buy three 3GS's, especially when two of those would be at full price. And why lie? I have my tiffs with Apple and am by no means a fanboy, so I've no reason to blindly boast about Apple. Especially when I'm looking to move to Android...
     
  17. takeshi

    takeshi Android Expert
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    As stated multiple times even Apple's own warranty doesn't cover these items. Don't expect any manufacturer or carrier to honor warranty claims for this sort of damage unless you're looking for disappointment. Such items are covered by insurance, not warranty. Warranty is for manufacturing defects. Damage caused by the user is not a manufacturing defect.

    We can endlessly debate why Apple covered you but it really doesn't matter -- it was fluke in all cases and not standard practice even though the odds have apparently strongly favored you on more than one occasion. Did you disclose the nature of the damage or leave it up to them to determine? If not, the person handling your cases may have overlooked (intentionally or unintentionally) the cause of the damage.

    In any case, most manufacturers handle warranty claims through the carrier so it's really a question of carrier warranty support.

    The carrier is one option. As for the cost, check directly with the insurance provider you're looking into. There's not a fixed cost for all insurance options out there.

    Don't overlook the deductible (if applicable).

    Again, getting a warranty replacement for damage that you caused isn't guaranteed no matter who the manufacturer is. If you're worried about what is or isn't covered or the deductible then read up on the insurance you're looking into. Each provider can be different.

    Why does it matter? Are you trying to reproduce this yourself? Accidents happen.
     
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  18. uRabbit

    uRabbit Member
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    Thanks, takashi.

    I've heard and read bad things about carrier insurance and SquareTrade. Anyone have experience with one that works and doesn't make you jump thru hoops?
     
  19. snapper.fishes

    snapper.fishes Android Expert
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    I say HTC. But it really depends on where you live. After sales service varies from country to country.
     
  20. AstronautROB

    AstronautROB Member
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    Sprint Advanced Technical Support
    Like mostly everyone else has stated on here your not going to find a lot of instances where the manufacturer replaced for anything involving physical damage (or water damage same thing). Now I work for sprint and have at&t as my phone carrier and I can tell you that both carriers will not replace for anytype of physical damage. Again thats why the carriers offer insurance. Now I know with sprint's TEP they will replace (through a third party company) for water damage but you have to pay a deductable. And how much that is going to be depends on what model phone you have (smart phones=higher deductable). With at&t they have a flat deductable of $125 if you need to replace your phone. I'm sure verizon has almost the same kind of policy.
     
  21. Roze

    Roze Hiding behind a mystery
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    My colleague dropped his iPad and the screen cracked. When he took it to the Apple store, they said that since this was his first time damaging his iPad, they replaced it for him free of charge. So yeah, I've heard great stories of Apple customer service and I've also heard horror stories as well.

    That pretty much said it all :)
     
  22. uRabbit

    uRabbit Member
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    Roze (btw my iPhone doesn't like your name :p), that's what a lot of people have been told; that there's a one time grace. I wonder if they replaced my dropped iPhone because it had no signs of drop, i.e. no scratches, notches, etc.
     
  23. Adauth

    Adauth Android Expert
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    It was just a simple question.
     
  24. uRabbit

    uRabbit Member
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    The toilet thing is a funny story actually...

    I walked into the bathroom, pulled my phone out of my pocket so it wouldn't fall in, and somehow the phone flew across the bathroom and did a slam dunk into the toilet. Haha.
     
  25. dan330

    dan330 Android Expert
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    somehow??? hahaha ... spontaneously jumped out of your hands... across the room..

    LOL
     

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