I recently received a warranty replacement phone and the whole experience has been unsatisfactory and frustrating. From being told that I could change the phone if I had issues with it (battery issues), to now being told you cant pick and choose your phone, has left me with a bad taste in my mouth. I first spoke to an unnamed rep (I asked Colin to provide me with a name, but he said that he could provide that) who put me into a Galaxy 6 from a Droid Maxx. I followed up with Mike from the Warranty Dept, who was basically no help and argumentative. Eventually I had to ask more than once to speak to a supervisor. I was finally transferred to a supervisor named Colin. Basically he towed the company line and told me I cant pick and choose a warranty replacement, which was not something I asked for. To his credit, he was a more professional and knowledgeable rep. I am unhappy since I was told one thing and then told something else. Colin told me that the prior rep who informed me about changing the phone if the battery did not work out, was incorrect and against company policy. There is no way I could know any of that, but I would think if any rep was giving my information, it would be correct. Before hanging up, I requested the rep who did the warranty replacement to reach out to me. Colin told me he cant guarantee that would happen, but he would try. NOT AT ALL HAPPY.
When the time comes for a warranty replacement, we want it to go as smoothly as possible. Your experience was less than stellar, and we want to turn that around. I’ve sent you a private message so we can work one-on-one to come up with an acceptable resolution.
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