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  1. #1
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    Ascend 2 volume rocker falling out

    My Wife hasnt had her phone a week and just noticed the volume rocker is gone. Phone hasnt been dropped or anything. Could have been gone when she got it. any one else have a problem like that

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    I haven't heard of that. Since she just got it I'd recommend taking it back to the store.

  4. #3
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    I tryed to take it back to the store i got it form(authorized dealer) said to take it back to corp cricket store and he wouldnt replace it . so i call them they said they wouldnt do a warranty exchange since a piece of the phone was missing. so i guess im out of luck.

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    Hopefully if anyone else has problems, they will chime in.
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  6. #5
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    they should've replace your phone.

  7. #6
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    im still fighting with them. they said there was no way to tell if it fell out from factory or if we lost the part.. they do this crap after i just spent $450 on two new phones and first month of service

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    Try a different corp store.
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  9. #8
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    Quote Originally Posted by Woof View Post
    Try a different corp store.
    I don't see why people should need to be running around to different corporate stores.

    Are they supposed to replace the device or not?

    If so, I think they should go back to their first corporate store and fight it.

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    Quote Originally Posted by avenue View Post
    I don't see why people should need to be running around to different corporate stores.

    Are they supposed to replace the device or not?

    If so, I think they should go back to their first corporate store and fight it.
    I agree it should be replaced. The reason I suggested a different store is sometimes the attitude of the reps for this sort of thing is actually the attitude of the person in charge.They could go back to the same store and escalate it to a manager certainly. It may not however help. A different store altogether may have a different attitude and may be more willing to help.
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  11. #10
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    Quote Originally Posted by Woof View Post
    I agree it should be replaced. The reason I suggested a different store is sometimes the attitude of the reps for this sort of thing is actually the attitude of the person in charge.They could go back to the same store and escalate it to a manager certainly. It may not however help. A different store altogether may have a different attitude and may be more willing to help.
    That's not right. Isn't there some type of protocol that needs to be followed?

    If it should be replaced, it should be replaced. It shouldn't be based off of the attitude of the representatives. In that case it looks like they need new staff.

  12. #11
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    <reaches into fantasy land and grabs avenue by the shirt collar, pulls him into the real world>
    Have you ever been to a corporate store for a warranty issue? Their job is not to help in many cases but to minimize the money spent by the store. Cricket might argue this and they should, but the reality is many times they will do whatever it takes to make it the customers fault and not replace the phone. That may be the rep or the manager or both and not Cricket per se.
    I agree with you completely, but having worked in a corp store and been trained on these sort of things, I am making real world suggestions. Wanting it to be different doesnt make it so. Sorry.
    As a corp rep I would have replaced it if the phone otherwise looked perfect. I would have asumed that the rocker fell out because the phone would be blemished in some fashion if it had been dropped or whatever. Customer has got to find the rep who sees it that way, unfortunately.

    All in good fun with the fantasy land bit.
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  13. #12
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    Quote Originally Posted by Woof View Post
    <reaches into fantasy land and grabs avenue by the shirt collar, pulls him into the real world>
    Have you ever been to a corporate store for a warranty issue? Their job is not to help in many cases but to minimize the money spent by the store. Cricket might argue this and they should, but the reality is many times they will do whatever it takes to make it the customers fault and not replace the phone. That may be the rep or the manager or both and not Cricket per se.
    I agree with you completely, but having worked in a corp store and been trained on these sort of things, I am making real world suggestions. Wanting it to be different doesnt make it so. Sorry.
    As a corp rep I would have replaced it if the phone otherwise looked perfect. I would have asumed that the rocker fell out because the phone would be blemished in some fashion if it had been dropped or whatever. Customer has got to find the rep who sees it that way, unfortunately.

    All in good fun with the fantasy land bit.
    Thanks for bringing me into the real world, Woof.

    I was thinking everyone that worked at a corporate store got paid the same amount of money each year regardless of how many returns or warranty exchanges they've done. I guess not? Do the managers get paid less if they exchange a lot of phones?

    If a customer brings in a phone and it's under warranty, does the customer need to pay anything? What if they've had it for 6 months, but it's still covered under the year warranty?

  14. #13
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    Ok SO update. wife went to corp store talked to manager. manager said phone looks brand new no blemishes or any physical damage. Still cannot replace it because if a piece is missing from the phone it voids the 1 yr warranty. told her to go back to the reseller to replace phone so shes heading there right now. we will see what he has to say

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    Reps and managers are bonused on various metrics. Not sure what if any effect warranties have on that.
    Warranty exchanges are typically done free of charge at the manager's discretion up to the first 30 days of ownership. Some stores will do it free the first week and $10 for the rest of that first month. The manager makes the call. After that there is a $20 fee for exchanges done in the store for the remainder of the 1 year warranty period. This fee is to cover the shipping and handling you would pay if you sent it in to the manufacturer yourself.
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  16. #15
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    Quote Originally Posted by stubb1986 View Post
    Ok SO update. wife went to corp store talked to manager. manager said phone looks brand new no blemishes or any physical damage. Still cannot replace it because if a piece is missing from the phone it voids the 1 yr warranty. told her to go back to the reseller to replace phone so shes heading there right now. we will see what he has to say
    I still say try another store.
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