Device Return/Refund?
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I'm wondering what happens if I should buy a phone - and then discover that the device is unsuitable for some reason or the service is unusable somewhere important to me, despite the coverage map saying that coverage exists. Is there a money-back return policy of any kind?

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  • Me too.

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  • No return policy, just the manufacturers warranty.  

    Might I suggest going to your local best buy or target and buying an LG Optimus V (Virgin Mobile) and use it for a month.  Take it back before their return policy expires and then you will know exactly how well sprint's service works in your area.  I tried out the Triumph for a month this way and hated it (went back to the Optimus).

    Source: e-mail to customer support.

    Shanna Millman, Feb 07 09:54 (EST):

    Hello Skyler,

    When purchasing a phone it comes with a one year manufacturers warranty. So if you purchase a phone and don't like it this would not be covered under the warranty and we currently do not have a exchange program in place. That doesn't mean there won't be one in the future.

    If you have further questions, please let us know.

    Regards,

    Shanna

    Ting.com

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  • Hi folks,

    Shan is correct, we don't have an official policy on returns. We treat each customer as a person and we'll do our best to do right by them. At the end of the day, we want happy customers, so we do work very hard to make sure everybody is satisfied.

    If Mr Bear (may I call you Furr?) decides to give us a try and the service doesn't live up to his expectations, we would work with him to correct the problem. In some cases this could mean having him return his device and refunding his fees, other times it could be a different solution. But in our experience, a full refund is generally the last resort.

    I'm sorry if it sounds like we're being a little vague here. Our hope is that each customer will do a little research into our pricing, hardware and service to make sure Ting is right for them before making their purchase and we'll do everything in our power to make sure they're happy after that.

    Thanks!

    -Ben

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  • If I buy one of your phones and use your service for a period of time then decide to go back to sprint can my phone be switched to Sprint?

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  • I second the comment on being able to take a Ting phone back to sprint if I don't like it.  Thanks

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  • Hi folks,

    We won't fight to lock you in... we fight to keep you happy.

    Our philosophy is based around fairness in mobile. We don't enforce lock-in. We don't have contracts. We don't play games with customers who use a lot of data. If you purchased a device from us and you're unhappy, we would never try to hinder you from activating your device with Sprint, or any other network carrier for that matter.

    We want happy customers using Ting and we'll do whatever it takes to make that happen.

    -B

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  • I'm a bit unclear on the answer regarding coverage.  If the map says it's good and it's not, what are the other options besides canceling?  There's no micro-cell solution, and at least for me, if reception at home is not good, it's not terribly useful.

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  • This is my biggest concern too.  The coverage map for my house is bad on almost every carrier, but I get by just fine right now with Verizon.  Still, if it's worse on Sprint then it might make the phone completely unusable.  The strange thing is I don't live in the middle of nowhere, I live near a large city.  I'm just in a strange signal desert despite the complete lack or obstacles or any logical reason as to why we don't have a good signal here.  In any case I really want to try Ting out, but I would like some reassurance that I'm not taking a large financial risk by switching service providers to the Sprint network.

    It sounds like Ben Lucier had a decent response.  In the future I'm sure Ting will earn the trust is seems to be aiming for with its customers, but right now to me it could just be hollow words since I don't have any experience dealing with Ting, nor do I know anybody who has.

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  • I have both Sprint and Ting phones right now, and the coverage is IDENTICAL. They are both LG Optimus S phones too, so it's doubly comparable.

    I haven't traveled the country testing this, but I think that it's safe to say that if you have good Sprint coverage, you have good Ting coverage.

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  • Thanks Cullen. As you've noticed, everything about the network should be identical between us and Sprint. Signal strength, coverage, etc, etc.

    Aaron: I totally appreciate where you're coming from. Just sign up. If you're not happy with the service, or need some help, just give us a call. We won't let you down. That's not a hollow promise, but you'll have to give us a try for me to prove it. :-)

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  • "As you've noticed, everything about the network should be identical between us and Sprint. Signal strength, coverage, etc, etc."

    I don't think thIs is true for 3G - at least based on Sprint and Ting coverage maps. Sprint data plans appear to have roaming to some other network while Ting seems to only use "native" Sprint 3G. This seems to leave quite a few areas a bit off the beaten path w/o 3G for Ting but w/3G for Sprint. For example, along Hwy 5 in the California central valley there are quite a few areas that if you stray off the freeway (although I'm not sure why one would do that frankly) much, you enter areas that appear to lack Ting 3G coverage but have roaming 3G on Sprint.

    An aside, as I understand it, Ting roams for voice/text to Verizon - does Sprint also roam to Verizon for voice/text? If not, is it actually possible that Ting offers voice/text coverage in some areas that Sprint does not?

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  • Hey Bill,

    We were referring specifically to Sprint's own network. We do offer voice roaming to other carriers as you've mentioned, although we do not offer data roaming outside of the home Sprint network. So in that respect, you're right, there would be a difference. With the number of WiFi hotspots out there, our assumption is that as long as we've got good voice coverage, Ting customers in need of a data connection outside of the Sprint home network, have reasonable access to data.

    It's difficult to answer your last question since Sprint retail could build a plan that has different networks or roaming agreements.

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  • Ben,

    My concern right now is that the Samsung Transform Ultra seems to be Ting's upper end QWERTY phone. Online reviews on reception quality of this phone are very mixed.  

    I know I have decent Sprint coverage at home with my Sprint Samsung Epic 4G, but I am concerned that if I buy the Transform Ultra phone and the reception is crap, I am stuck with it.

    I cannot try a Sprint Transform Ultra because I would then need to pay the ETF on my current phone first..

    Any ideas? I hope to eventually have 2 TIng QWERTY phones.

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  • Hey Bruce,

    If you have good coverage with the Epic 4G, you should be just as good with the Ultra. I appreciate that you're concerned and that you've also done some due diligence prior to purchasing. I'll follow-up with you via email to see what we can do.

    -Ben

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  • Thanks for the followup, Ben

    I have ordered my Ting phone.

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  • I ordered a Galaxy S3. Coverage map shows best reception in my area. Well downloads are about 20 to 70 kps.  I have worked with customer service, very nice by the way, but the issue is Sprint. So I have a nice paperweight, what more research could I have done other than trusting the coverage maps? Your non return policy should be clearly stated on order page not in a forum don't you think?

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  • Hi George,

    In no way are we saying that we don't refund phones. We absolutely do when a refund is required.

    Our lack of a formal policy has been more about trying to address the unique needs of each our of customers as they arise. With that said, I can see that Olga sent you a reply a moment ago to try and make one last attempt to get your phone working the way you expect it to.

    If it won't, then a refund may be just the thing.

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  • Who says there is no magic :) Finally my S3 is able to connect at expected 3G speeds. I noticed a couple of things. First on my device page none of the features were checked. Don't know if this made a difference or not but now it works. Also I downloaded an app Open Signal. It told me 2 towers in my area were down until yesterday. So I just ordered a M370 for my wife  and dropping Tmobile. Thanks for the help I guess I should say I have been Tinged and feeling happy :)

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  • George,

    Welcome to Ting! You may notice from my other posting in this thread, that I had some concerns too. Ting went beyond my expectations.

    I look forward to using my old sprint phone on Ting as my daily phone. Ting's BYO(S)D is almost a reality and Ting will not stop until it is real.

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  • we bought a refurbished lg optimus s. the internal mic does not work so i can't make calls. can we return or exchange it?

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  • Kimberly, As Rob mentioned, Ting likes to address the unique needs of each customer. Call Ting support when they open later today. Ting will either do what is fair to make things right. I know they did that for me.

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  • Hi Kimberly,

    I've just sent you an email about this. Please get back to me when you can.

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  • problem is being resolved. thanks much.

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  • spoke too soon. received an e-mail from ting stating they can't return an item purchased through glyde. glyde's policy states that returns can only be made within 48 hours of delivery. i got the phone last week. what now?

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  • Returns of phones purchased through Glyde are handled entirely by Glyde, they're completely out of our hands. If the phone doesn't work, hopefully they'll make an exception, but only they can decide that.

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  • I ordered a new Ting phone today. If I change my mind on that and send it back UNOPENED, will Ting refund me the phone+tax? I will obviously pay for the RTN shipping back to Ting. Thanks! Just checking, for my info -- I'm fully expecting to keep the phone at this point.

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  • SW Chang,

    Ting prefers to deal with cases such as this on an individual basis.Ting wants to insure you are dealt with fairly.

    I would email Ting so you could get any commitment in writing.That way your mind will be at ease as you start saving money with Ting.

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  • After opening the box i realized i ordered the wrong phone, can i get a refund if i send it back right away?

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  • Email help@ting.com or call them to open a support ticket. Ting has no official return policy. They prefer to deal with these situations on an individual basis. Last year when I had similar requests, they dealt with it properly.

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