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Help Touch screen issues and Best Buy Stupidity

webz

webz

Newbie
I got my Verizon N3 30 days ago it was working fine until yesterday. Twice in the morning I went to check the phone and it had turned itself off. Once in my pocket and once sitting on my desk. Later in the afternoon it shut off while I was taking notes in a meeting. When it came back on the lower half of the screen wouldn't respond to touch with my finger. I also discovered that the menu doesn't pop up when I take the pen out and the volume buttons do nothing.

I brought it to Best Buy and they did a factory reset and then flashed the rom. Neither worked. They said it's clearly a hardware problem and since I have the geek squad protection I was told to bring it to them, and since it's a hardware with no physical damage to the phone I will get a new one. I bring it over and the GS guy takes my phone over to his supervisor. They walk back and say that it can't possibly be a hardware issue and I must have rooted my phone so the warranty and protection are void. I argued for a while and was eventually asked to leave the store.

I never rooted the phone, it has been stock since I took it out of the box. I would be greatfull for any suggestions.
 
webz said:
I got my Verizon N3 30 days ago it was working fine until yesterday. Twice in the morning I went to check the phone and it had turned itself off. Once in my pocket and once sitting on my desk. Later in the afternoon it shut off while I was taking notes in a meeting. When it came back on the lower half of the screen wouldn't respond to touch with my finger. I also discovered that the menu doesn't pop up when I take the pen out and the volume buttons do nothing.

I brought it to Best Buy and they did a factory reset and then flashed the rom. Neither worked. They said it's clearly a hardware problem and since I have the geek squad protection I was told to bring it to them, and since it's a hardware with no physical damage to the phone I will get a new one. I bring it over and the GS guy takes my phone over to his supervisor. They walk back and say that it can't possibly be a hardware issue and I must have rooted my phone so the warranty and protection are void. I argued for a while and was eventually asked to leave the store.

I never rooted the phone, it has been stock since I took it out of the box. I would be greatfull for any suggestions.
Click to expand...

I've heard some nightmare stories at certain Best Buys, so it sucks to hear this happened to you. I personally had to help my cousin through getting a replacement for her S4 because she had the Geek Squad protection (prior to the recent change of having a $150 deductible and limited to 3 replacements). In her situation, she had cracked her screen, but when they had a replacement sent for her, the microUSB port was clearly out of whack. Her phone wouldn't charge and she didn't have a phone for 2 weeks (since there was no way for her to charge her battery). They tried to tell her that it was the S4 battery issue (where the batteries were overheating and bloating up to become unusable), but once I went in with her and spoke to a manager, all of a sudden, they were more accomodating and actually offered a loaner phone (which the other locations did not).

She even got a "white glove" replacement, that was sent to the store in 2 days, which when activating...looked like a practically brand new S4.

Moral of the story is, if you had already spoken to the manager, I'd just write corporate. If they were that unwilling to help, to the point that they wrongly accused you of doing something that you did not, that's just not right.

Granted, you'd have to take into consideration that there are plenty of people out there that will just try to take advantage of the system, so take that into consideration when writing corporate.
 
For reasons like this is why I avoid their extended warranty, they make you jump through hoops or straight up deny you all together.
Typically the manufacturer warranty is good enough and if not check your credit card benefits, it might cover it, mine does under $500.
 
If anything ask to talk to the manager on duty and not a supervisor. They have more of a say then anything else. It was very poor of that store to accuse you of doing something you never did. I would try another store. If that is the closest one then make sure you either talk to the manager on duty or the general manager.......be sure to give them hell for the treatment you are getting.....pointing out the accusation that you rooted the phone when you really did not.

I do not get it with some of these employees. Best buy is trying to change their image with better customer service, but it seems there are more idiots working for the company then they want. The supervisor should have clearly helped you out.......not sure why the supervisor would of accused you of routing the phone when there is no evidence of it. That supervisor needs to be written up IMO.

I hope you get the issue fixed with them......good luck.
 
One of my personal favorites when I'm done wrong like this, is to ask everyone I talk to for their full name, employee #, and their title. Then I go as high up the ladder as I can go. When questioned about why I needed names and titles, I'll throw in there how I have an "uncle" who works for a local news channel, and they like to investigate things like this. Not true of course, but the threat of negative publicity can be a great motivating factor. I've done this once or twice, sometimes its worked, sometimes it hasn't. I'm not one who tries to get something for nothing, but I don't like being done wrong. Hope this helps...
 
It's not on the customer to prove their innocence... It's on the person denying warranty to prove they're guilty. I would be livid. They would have had to bring the police in to remove me from the store.

I'd take it up the ladder immediately.

By the way, the phone doesn't show know 0x1 does it?

I've seen reports where it changed the knox counter during an upgrade. That can complicate things...
 
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