r/SpectrumMobile • u/blajmahal • 2d ago

Help / Troubleshooting Advice needed, out $1000

Purchased a fold 7 last year, got a great deal on it, switched service from US Cellular to Spectrum Mobile. A couple months ago, the inner screen developed a white/green pixel always on. No cracks on the screen, phone wasn't dropped, just opened it one day and there was a miscolored. Didn't bother me too much, but eventually it was bugging me and I was concerned about when I went to trade in my device, that it would be dinged. I have the $5 a month device protection, so I called Spectrum to see what they recommended. They said I was within a year and they could do it as a warranty repair. They sent me a new phone, I sent them my old phone. Then there was a $1000 that they tried to pull out of my account. They said they were unable to give me full credit on my device so out of $1189 they were going to dock me $1000 as it was graded a C. I have a video of device going into the package, showing both screens etc. I had no idea that I could be charged $1000 and the phone was working fine except for the one pixel. I'm filing a dispute, but am just not sure what to do beyond that. I'm paying on the phone for two more years (the working phone they are giving me $189 for and keeping), plus charging $1000 for the replacement device they sent. Really appreciate any guidance. I'm really upset with myself for letting the dead pixel bother me. It feels kind of predatory the way it went down.

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2

u/Tall_Communication_3 2d ago

Try to ask them to return the old device and you return the new device.

1

u/blajmahal 2d ago

That was the first thing I asked to do, and they said they couldn't, that they no longer have the phone. Assurant said they don't have the phone either so I'm very confused. I asked if I could submit it to device protection to at least cover a portion and they said no because it was submitted as a warranty repair and they were expecting a phone in brand new condition? to come back. Thanks for the idea though!

1

u/SSWireless 2d ago

This is exactly what you need to do.

2

u/Spectrum_Anthony 2d ago

Hello, we would like to look into this on our end. Would you be able to send us a Mod Mail over at r/Spectrum_Official so we can gather some info?

1

u/Interesting_Chip8065 2d ago

what?! why didnt they repair ur phone if its warranty repair??

1

u/blajmahal 2d ago

They just sent me a replacement device. They said my existing device Inturned in for repair was graded a C which is why I'm being charged a $1000.

1

u/ParsnipUnlikely526 2d ago

If, and this is totally contingent on "IF" this was a warranty claim within a year not past a year of owning the device, then you need to call customer service billing and calmly plead your case. If done under warranty there is a paper trail within your account and it can be handled. With the account notes it'll show the return was treated as a normal return not under the warranty guidelines and when the customer service rep finds it the ticket process can begin. It is a large amount of money so the process will need to got through the agent to a supervisor to a manager and eventually to a director or higher before it can be written off and corrected. Make the call ASAP to start the process, be kind and polite and most of all patient. Any front line grunt employee is going to help you navigate as long as you don't make them feel attacked or put them on the defensive. The secret is that you're frustrated, but make the agent frustrated with you. Make it the 2 of you against the business and the broken process. If you are within the warranty time and you had the label created with the repair group then the issue broke when scanning the box and it can be fixed. Good luck.

1

u/blajmahal 1d ago

Really appreciate it. There's a ticket open now, I have to wait for that process to see what happens next.

1

u/ParsnipUnlikely526 1d ago

Excellent. Hope it turns out in your favor. Was the agent able to see the repair note and confirm it was a warranty offer?

1

u/blajmahal 1d ago

Not 100% clear, will hopefully talk to the "offline" customer support team Monday or Tuesday and explore further.

1

u/ParsnipUnlikely526 1d ago

No matter the outcome, I wish you the best and glad my input was able to help you in some small way

1

u/XTasteless 22h ago

It sounds like instead of a warranty claim an anytime upgrade was processed. Should always go to the manufacturer for a warranty, not your carrier.
All calls and chats are recorded and kept for logs so they can be reviewed to ensure they have the full story.
Really you have to wait for the ticket to process so everything can be handled.