Complaint / review text:
We upgraded our phones on 9/13/08 through Sprint and also added a line. We upgraded to the LG Rumor. We started having problems with two of the Rumors, one would not hold a charge. They started turning themselves off and on, and our text messages were not being received. Sometimes, they would shut off in the middle of a conversation. I called Sprint tech support and they tried to run updates but were unsuccessful. They advised me to call LG and submit a warranty claim as we have had the phones less than a year. I called them on the 18th of August. They gave me authorization to mail in one of the phones and after that one was replaced, I would get authorization to mail in the other.
I sent in one phone on the 18th and they claim that they did not receive it until the 21st. They asked me to include my proof of purchase (I sent a copy of my invoice from Sprint showing all three phones on it and a copy of my extended contract with Sprint showing all three phones). They called me on the 26th claiming that I had not sent in a copy of the proof of purchase. I told them I had sent it in and that if they had the phone, they had the paperwork. They proceeded to tell me they were going to charge me $42.00 to fix the phone and that my phone had passed the one-year warranty.
I told them it had not as I had only picked it up on the 13th of September 2008. They were rude and unhelpful. Finally, Armando said he would submit my request for escalation and it would take a day or two for a supervisor to get back with me. I called Sprint and was transferred around until someone named Zach told me I could have LG ship the phone back if they continued to give me the runaround.
Well, LG did not call me back so I called them back and spoke with Michelle on the 28th of August. She also claimed my phone was past the one-year warranty date and that they did not have a proof of purchase. I told her what I had told Armando and she said she would submit my claim for escalation to a supervisor. I told her it had already been done and that a supervisor had not bothered to call me back. I told her to ship my phone back to me. As of today, I still have not received the phone back.