Tings bogus warranty

I ordered an HTC One from Ting back in May. The phone kept overheating and having the data randomly stop working. At first I thought it might just be a software issue that would be fixed with an update. Well, it kept getting worse and I contacted ting and they told me to do a factory reset and not install any apps and see of that fixed it. Did that, still had the problem. Ting offered to send me a replacement device for free and have me send back in the defective phone. I was reluctant because of the thread I read here (  https://help.ting.com/entries/23815558-Ting-s-warrenty-is-worthless)  with Ting denying warranty and charging full replacement of the phone over scratches. I was worried I'd have the same problem  since my phone had some scratches from being in my pocket with car keys and other things and the phone being 4 months old. I was told it shouldn't be an issue but they couldn't guarantee I wouldn't get charged. Since they didn't offer me any other options (even though I asked), I reluctantly sent the phone in. Low and behold they contacted me and said the device is too scratched up and they may charge me full replacement ($530) for the phone and they won't send the original device back. If this is how Ting treatstheircustomers and handles defective devices then no wonder they can afford to provide service for so cheap. Very very frustrated and disappointed with Ting. If they charge me for my phone I'll have paid over $1,000 to them for 2 phones, 1 of which is defective and I don't have possession of anymore. I didn't want a replacement phone, I just wanted my defective phone fixed so it didn't overheat and have the data connection randomly stop working. But they didn't give me any other options so reluctantly I sent it in. Thanks a lot Ting. 

UPDATE: Ting sorted everything out and refunded me for the phone. 

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Comments

13 comments
  • Man that sucks....I remember reading the other post with a similar issue.  I wonder how other MVNO's would handle this issue, they would probably treat you the same.  I know if you were on or off contract with BIG cell, under warranty then they would take care of you.  Apparently Ting can't submit warranty claim to manufacture with scratches on phone, to reduce warranty claim abuse.  Did you think about contacting the manufacture your self?  They refused to send your phone back??  That's a BAD Ting.

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  • They didn't even mention contacting HTC. But anyways, they won't send the phone back (which wouldn't help me much anyways considering it's defective, but still) and they say they may charge me full replacement cost of the phone because the defective one had scratches. I only had a defective phone issue once before back in like 2008 and it was when I was with AT&T and I just brought it into the store and they replaced it no hassle. Very frustrated with Ting right now... I can't afford to pay for another phone and I shouldn't need to

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  • "may charge me full replacement cost of the phone"  Let me know how much they end up booking charging you for the phone.  On the bright side, this could be a sign from the GSM GODS, there waiting for you.

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  • It'd be $536. If they don't fix this they for sure have lost a customer and I'll go somewhere else... The big phone companies might charge more but I never had an issue like this in the 6 years I was with at&t

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  • Avery, I sincerely apologize for the experience you have been having thus far. I see you are speaking to Henry who is actively investigating what we can do for you. Although we have a warranty policy, our support philosophy is that you will always talk to a human - a human who can solve problems and make decisions. There is only one department, so you'll never be passed off.

    Hang tight, we'll get this figured out.

    P.S. We were able to resolve Brian's issue from the link you attached above.

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  • I have to agree with Chris about getting a cell phone protector.

    Think of a cell phone as an investment and protect is appropriately, especially how one bad drop can break your screen. It doesn't help you currently but think about it for the future.

    My current phone has had a screen/body protector and after a year of heavy use/ occasional drops it only has a small little paint ding. The rest of the phone looks in pristine condition.

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  • I agree that a case and screen protector are good investments, but I don't think it's reasonable to reject a warranty claim because of cosmetic damage. Dents and cracks, sure, but not scratches.

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  • I'm relieved to say Ting just emailed me and said they got the pictures back from the warehouse and the scratches are minor as I stated. They won't be charging me for a new phone, so things have been resolved

    Thanks

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  • I recently had to replace my Samsung Galaxy S4 under warranty from Ting.  After reading in these forums, I was very worried that Ting wouldn't refund my money for the original one.  But I am happy to report that they did -- no hassle, all went well.  I am happy.

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  • Aw man, this is disappointing, I read your post and other other one you linked. My HTC ONE's microphone just stopped working after 5 months. I bought it from Ting. Now i am scared i am going to get fucked if i try getting help on this problem and i do not have money fore a new phone.

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  • They did end up giving my money back after they got pics if the device from the lab that proved it wasn't too scratched up. You should be fine sending it in... Just take pics yourself before you send it in if you're worried. Or maybe try and go through HTC

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  • Your warranty is through the manufacturer of the device.  Nobody would be replacing a several months old phone unless you had purchased insurance or buyers protection for the phone.  Usually a waste of money given the deductible most charge.  Most manufacturers provide a 1 year warranty.  For my really expensive Notes I went with Square Trade and purchased a nice Trident case and a glass screen protector.   Given that they were both worth approx half after they were 1 year old, I kinda wish I had just skipped the insurance and went with the case.

    It's always disappointing when a device that costs several hundred dollars malfunctions, but expecting them to handle warranty work after several months has passed is unfair.  That they tried at all was pretty darn nice of them.  Someone should have emailed you the information to contact HTC for their assistance. Your phone would have been covered under the HTC Advantage program.  Easy Peasy.  They'd even provide you advanced replacement, although you might have had to jump through some hoops for Ting activation. 

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  • When I had a problem with my Galaxy S3, I worked directly with Samsung.  I had a scratch on the button and all they did was note it, but still fixed the phone in a respectable amount of time.

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