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TECHS!!!! STORES NOT WILLING TO FOLLOW POLICY ABOUT "MISSED CALL FASCINATE" EXCHANGE!
jayrod32
Member

I, like many others have had quite a few problems with my Fascinate.  I know we're "supposed to" have a choice on either the Incredible 2, X2 or the Charge.  I want the Charge.

 

The following is over the course of a few days.......

 

After speaking to a tech on the phone, I was told that the only way I could receive that specific phone was "in-store" due to them having to activate the 4G sim card......and the other 2 (if I wanted them) could just be ordered through the phone.

 

I've been to 2 different stores and i've been on the phone with numerous techs (who have tried going above and beyond for me by calling stores to tell me where to go and have called me back personally).

 

The first store said that there was "no known problem" with the Fascinate.  They proceeded to "troubleshoot" the phone by calling it 3 times.  Since THOSE calls went through......they then said that the phone would have to be held there for "extensive testing" before they could order me a Charge.   I then told them to go into their computers InfoManager and type in Samsung Fascinate Missing Calls...........they denied and refused up and down.  I couldn't let them hold the phone because I use it for work and was on a semi-tight schedule that day.

 

I then called the 800 # again explaining to another tech what happened.  She said that there should be "no troubleshooting needed" and that this "shouldn't" be so hard for me.  She then told me that she'd call around, find a store near me that would do it with no questions asked and call me back the next day.

 

Well....she called me back and said that she spoke with a store manager that said it would be no problem and that the store was instructing all of their employees to expect me and not give me a problem.  She gave me the name of the manager and all.

 

The second store told me no, stating that if the first store wouldn't, then they wouldn't.  They then proceeded to tell me that no such deal was made on the phone.....yet.....the manager with that name was in the back "busy" and would not come out to talk.  They also said that "the reason techs on the phone send people to the stores is because they know that they can't exchange the Fascinate for the Charge......so it's just their way to get customers off of their backs."

 

While still in the store I called the 800 # and I put one of the employees on the phone with a tech after explaining my situation.  He took a walk to the back with my phone so I couldn't hear the conversation.  Now his story changed.  He THEN said the only reason they couldn't exchange it was because the store AND warehouse were out of stock.

 

If that truly was the case....THEY WOULD HAVE SAID THAT TO BEGIN WITH!!!  Instead.....they say that the Charge is not a "comparable" phone and that NO store or tech would ever do that and that I was crazy for thinking so
.

So now............I asked you...........

 

WHY SHOULD I SETTLE FOR A PHONE THAT I DON'T WANT WHEN I'M BEING TOLD ON THIS FORUM THAT I HAVE OPTIONS?!?!?!?

 

My family is completely ready to make the jump to Sprint if this situation isn't rectified fast.

 

It's been nothing but run-arounds and head games AND THIS IS NOT CUSTOMER SERVICE!!!!!!

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