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AT&T Fuze screens, softkeys peeling off!!!!!!!!

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By steeler560, Junior Member on 27th January 2009, 09:39 AM
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I am extremely disappointed in the quality of my AT&T Fuze quality. The clear plastic laminate covering the soft keys at the bottom of the phone is starting to peel off after only 2 months at the HOME and BACK button corners.

This resulted in a razor sharp edge to protrude from the phone at the Home button. My wife went to answer a call and when she pulled the phone up to her face it resulted in a very deep slash to her right cheek. I was surprised on how badly my phone cut my wife. We couldn't get the bleeding to stop as it put a deep cut into the side of her face. I called AT&T and informed them of what happened and requested that they replace the phone but they say this issue is not covered under warranty. The idiot on the phone implied that I must have dropped the phone. The request to talk to his superior got me little results.

FYI...even with the $5/mo. insurance AT&T tried to tell me that I would have to pay a $125 deductible for a replacement unit. You cannot SuperGlue these corners back down without risking also gluing down the soft keys or I would have tried to fix the phone myself. I even threatened to take the 30 lines my company has with AT&T wireless (we average $150/mo per line) back to Verizon Wireless if they did not replace my phone and still they could care less.

My next move was to call HTC America this morning but they too were of no help. I was transfered to some product specialist who claimed they had no record of such an issue. So I am stuck with a very expensive phone that is falling apart.

Since AT&T was so rude and unhelpful I am taking all 30 of my employee's lines plus those of my family back to Verizon and it will be the last HTC product I buy. High performance phones but dare you have any problem I learned the hard way that AT&T nor HTC are willing to stand behind their product. I hear that the Samsung Omnia is supposed to be a great smartphone and I've had good luck with Samsung products. The Omnia lacks the VGA screen but boasts a 5MP camera...at this point I'll take if over an overpriced HTC product that begins to fail soon after purchase! I also remember how Verizon was almost always too willing to replace a quirky smartphone every time I had an issue.

I have to believe that others must be having the same defective issue with their Touch/Touch Pro/Fuze screen or soft keys peeling off. If so we need to gang up on HTC to do the right thing and replace these phones!!!
27th January 2009, 03:23 PM |#2  
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ummmm.... The "soft keys" are the virtual buttons on the screen at the bottom. The HARD KEYS are the Home and Back, etc.

I could see them warping from sun/heat, water/sweat exposure and possibly a glue failure where the edges roll/lift up.

I expect half your issue is dealing with the wrong people the wrong way. Regardless of how/why the laminate is rolling up, there should be a repair kit at some level to replace that panel... (I doubt that you could do so without disassembling the phone) HTC OEMs the phone to AT&T/Sprint/Verizon and it is AT&T/sprint/etc's responsibility... not HTC.

Call their support line and immediately ask to speak to their supervisor, get their name if they do not do so, hang up and call again until you get transferred. Explain that you have something to the effect of manufacturer's flaw and you want a REPLACEMENT or REPAIR on your relatively new phone as the way it is now it is potentially safety issue.

Arguing with the $7.00 phone reps accomplishes nothing...
27th January 2009, 03:44 PM |#3  
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more megapixels mean better!!!!
27th January 2009, 04:26 PM |#4  
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I remember dealing with customers like this at Best Buy when i worked in the Geek Squad (not a pleasant era of my life). They come in hooting and hollering off the bat and no one wants to help them. I was willing to fight for the customer %99 of the time, but when your in my face and start the conversation with "first things first" you get no where.

Try being nice to the rep, charm can get you along way. Threats get you no where in most cases. Otherwise you become that guy who is talked about later on "hey remember that jack ass this morning? yeah he though he could get what ever he wants with that big vein popping out of his head. Classic! Ha Ha"
27th January 2009, 05:07 PM |#5  
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Quote:
Originally Posted by steeler560

I am extremely disappointed in the quality of my AT&T Fuze quality. The clear plastic laminate covering the soft keys at the bottom of the phone is starting to peel off after only 2 months at the HOME and BACK button corners.

It would be nice to see some pictures. The Dpad section looks to be one solid piece of plastic, so i'm curious as to how it actually separates.

Quote:
Originally Posted by sp00nix

I remember dealing with customers like this at Best Buy when i worked in the Geek Squad (not a pleasant era of my life). They come in hooting and hollering off the bat and no one wants to help them. I was willing to fight for the customer %99 of the time, but when your in my face and start the conversation with "first things first" you get no where.

Try being nice to the rep, charm can get you along way. Threats get you no where in most cases. Otherwise you become that guy who is talked about later on "hey remember that jack ass this morning? yeah he though he could get what ever he wants with that big vein popping out of his head. Classic! Ha Ha"

Being unkind is unattractive, period. However, it's not the customer's responsibility to make you feel warm, fuzzy, and respected. When you work in customer service you're being paid money in exchange for turning angry people into not-angry people. You have to use your people skills and stop feeling so entitled. (From someone who's worked many years in customer service).
27th January 2009, 05:44 PM |#6  
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i kinda miss worded my self, i would try and work things out regardless of the attitude of the customer. I am VERY tolerant when it comes to people and i have been commented by co-workers on how well i handle things. When people become stubborn and don't listen to what you have to say is when things become difficult. If your nice i'll put a good word in to management to have a rule or two bent in your favor. I'm not saying if you act like an ass i will not help you at all, i just wont be going that extra mile.

Example, iPods. I would deal with dozens of ipods a week (and i mean 4 dozen on a good week). Some times they would be fully covered under warranty, and some times not. If it looks like your dropped it the warranty is void. Now if its not working, but has a minor dent like it was dropped, and they claim it worked post damage, then i may be able to pull a string or two to help you out. If i say it might not be covered and steam shoots out your ears and you throw it at me, well, i will tell you to leave. Telling me you will never shop at a best buy again has no effect on me. That just means i have one less jerk to deal with. I worked in one of the busiest stores in the are, and being so close to Philly and some other not so nice areas i had to deal with allot of scum bags.

What i am trying to say, be nice. It helps. What i am not saying is that i will dismiss your case if your mean or inconsiderate. If some one comes in and brightens my day, i will try and return the favor.
27th January 2009, 05:47 PM |#7  
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[QUOTE=kgbeezr1;3233278]It would be nice to see some pictures. The Dpad section looks to be one solid piece of plastic, so i'm curious as to how it actually separates.


I have heard about the button area rubbing on the corner of the screen and causing the laminate to come up, particular on the corner of the home key. Therese a few threads in here about that. That whole pad i believe is held in with some 2 sided tape and i think some got out with a crooked pad.
27th January 2009, 05:57 PM |#8  
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I just hope your wife is fine now. I would second what Radimus said in the second post in this thread. Keep calling and try to reach a supervisor, who, most of the times, will understand your problem. What I have learned from speaking to AT&T reps is, that each one is different. Some are really willing to help, while others just doing the job because they have to. If the supervisor does not help, ask how you can formally lodge a complaint or file a report about your issue.

Something worth noticing is that the sales rep make notes - maybe not always, but they do - about what the customer called about and what was the result. So, deal with them in a way that would make things fall on your side in the future. I can certainly understand how frustrated you would be.
27th January 2009, 06:07 PM |#9  
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This is wired, because I thought I was the only one who's phne that happen to. I was trying to figure out what I did wrong. But now since this came up, I know it is the ATT Fuze phone this is happeing to. Maybe if some how we keep telling them they will figure it is there fault. I take very good of my phone, so I know it is next from heavy use. PLus just like you, I had it for ONLY a couple of months.
28th January 2009, 04:04 AM |#10  
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Quote:
Originally Posted by sp00nix

I remember dealing with customers like this at Best Buy when i worked in the Geek Squad (not a pleasant era of my life). They come in hooting and hollering off the bat and no one wants to help them. I was willing to fight for the customer %99 of the time, but when your in my face and start the conversation with "first things first" you get no where.

Try being nice to the rep, charm can get you along way. Threats get you no where in most cases. Otherwise you become that guy who is talked about later on "hey remember that jack ass this morning? yeah he though he could get what ever he wants with that big vein popping out of his head. Classic! Ha Ha"

Perhaps the problem with AT&T customer care is that they think just like you. Nowhere did I say I was "hooting and hollering off the bat..." I was calm and courteous that was until 1) the jackass giggled when I told him that my wife was slashed by the phone 2) I learned the representative accused me of dropping the phone and made a note on my account that I said the phone was dropped. This phone was never dropped and not once did it come up in our call so why make a note on my account that the phone was dropped? I'll tell you a lazy service rep that took the easy way out . By the time he transfer me to a manager it was no use...she immediately noticed in my account notes that the rep noted that I had dropped the phone when I never did! I think in my case I had every reason to be upset.

UPDATE: I did get AT&T to replace the Fuze but it was only when the local AT&T store called in and said that the phone was not holding it's charge. Now, the scary part. The representative on the phone who works in the warranty department asked to speak to me and said that they were shipping out a replacement Fuze. IF they find anything on the phone that they consider "physical damage" I will automatically be billed $499 on my AT&T Wireless account with no chance for refund or opportunity to dispute.

The replacement phone has not showed up yet, but I am almost tempted to send it right back in fear that I will get charged $499 for this laminate issue. How do I know that they won't call the issue "physical damage?"

I never had these issues with Verizon and am thinking about shipping the phone right back, sell my Fuze on eBay for whatever I can get for it and run back to AT&T. I also politely called and e-mailed HTC America (for those here that assume every customer has anger issues.) No reply to my e-mail or voicemail despite sharing with them photos of my wife's injury.
28th January 2009, 04:07 AM |#11  
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Quote:
Originally Posted by extensive

more megapixels mean better!!!!

NO it doesn't but if AT&T won't take care of the problem I'll switch back to Verizon and the Omina has better specs than the Verizon version of the Touch Pro...
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