October 1st, 2008LG Rumor Not Charging - Warranty Not Honored
A Geldpress reader - let’s call him “Mr. B.” - provided the information for this piece. Mr. B. has been a loyal Sprint customer for over 10 years, and currently has a family plan with five handsets and an average bill of over $200 per month. Approximately 6 months ago, he upgraded one phone to the LG Rumor, otherwise known as the LG Rubbish. Sprint’s currently advertises a buy one get one free special on the LG Rubbish, and based on the accounts from Mr B and countless others, you will certainly need a second one after the imminent failure of the first. But if your second free Rumor Rubbish goes bad, neither Sprint nor LG will honor the warranties they provided.
The warranty is near the end of the user’s manual for the LG Rumor Rubbish. It clearly states that:
The limited warranty for the unit and enclosed accessories shall be a period of one (1) year from the date of original purchase.
But just like any other warranty, it lists specific limitations, such as “Defects or damage resulting from use of the product in other than its normal and customary manner”. Mr. B. was never concerned about these limitations because he took good care of his phone, and had faith that either Sprint or LG would take care of any problems, especially within the one year stated warranty period.
The exact problem Mr. B. had with his problem is very similar to the problem reported by countless other Rumor buyers. The phone simply lost its ability to charge. He first tried a second charger, and when that didn’t work, he took it back to the Sprint store. Mr. B. did not have the Sprint equipment protection plan on his account, but he was assured by Sprint that it was no problem. The equipment protection plan would have allowed Sprint to give him a new phone on the spot, with no questions asked. But nonetheless, the phone was still under warranty, and LG was responsible for either fixing it or replacing it.
Mr. B. requested a return authorization number from the LG service center (Wireless Operations), and shipped the phone to their service center for repair. Approximately 2 weeks later, the same phone was returned to him, unrepaired and unreplaced, and with virtually no explanation. A short note on the repair invoice simply stated “This phone is being returned as is: Un-repairable“. Mr. B.’s natural instinct was shock and dismay, and he called the service center for an explanation. They stated that the charging pins on the main circuit board had fallen off, and it would have cost them more to repair it then to replace it. Mr. B. stated that he did not care how much it cost them because he had a warranty, and they needed to honor it. The LG service representative just kept insisting that they could not help him, and that they would not honor the warranty.
Mr. B. was truly perplexed, dismayed, and shocked, but there was nothing he could do about it. Both Sprint and LG Electronics are enduring severe financial struggles. Warranty service is undoubtedly very costly, but the solution of not honoring warranties that Sprint and LG are pursuing is bound to end in tragedy for both.
Do you have a broken LG Rumor? Complaint about LG warranty service? State your gripes in the comments below. And if you have been denied warranty service from LG, you can submit your Federal Trade Commission (FTC) complaint here:
Also from Geldpress:
October 1st, 2008 at 11:27 am
Similar problems and similar customer service experience…
http://www.phonenews.com/not-a-rumor-the-lg-rumor-has-issues-2505/
October 1st, 2008 at 12:02 pm
Well I guess should consider myself lucky because I happen to have the Rumor phone. I even think it’s been a year since I’ve bought it, and it still functions/charges. Now I’m sure that the charging ability of the battery is going to decrease at a nearly exponential rate with in the next year, but hey at least it still works. On the upside I would be qualified to get another (discounted) phone from Sprint in another 6 months. However due to the issues that I’ve had to endure on their part such as problems with their website, and billing. I think I’m going to start looking at other carriers for a better deal. Hell I might even go for the Jesus Phone. If it comes down in price or a new model is released a year from now.
October 2nd, 2008 at 7:15 pm
I also had one of the Rumor’s but it was constantly giving me problems. The phone would lock up constantly and I would have to remove the battery and reinsert it just to wake it up from the dead. Then after a few months it also just stopped charging so I just bought a new phone. I didnt want to bother with getting it fixed under warranty, and based on your story, they probably would not have done anything about it anyway. Im done with LG!
October 12th, 2008 at 6:22 pm
Charging problems with the LG Rumor?…Count me in. I’ve had the phone for 4 months and the smiling sales rep at spint says he heard that its a problem. Ha Ha. Sprint won’t do anthing! wow, what a way to treat a loyal (but waivering) longtime customer.
Do I smell a class action suit?
October 13th, 2008 at 10:37 am
[...] Many people are complaining about this same thing. Apparently it is an LG DESIGN DEFECT where one of the charging pins on the main board breaks off. LG offers a 1 year warranty on the LG Rumor, but according to other people they are REFUSING to honor their warranty commitments. I suggest filing an FTC complaint against LG if this is the case for you. For more info: LG Rumor not charging - warranty not honored | Geldpress [...]
October 19th, 2008 at 7:04 pm
I actually have Alltel’s version of the Rumor, the Scoop, and my phone charges great! But…
My screen is on crack, seriously
When I open the keyboard up the picture either distorts, flips backwards, or turns white, and I can’t see anything!
At first it only happened occasionaly, but now my screen is spazzy more than it works!
I’ve heard of many others with the same problem.
Two of my friends had the Rumor and had to exchange it for a new one at the Sprint store, who willingly gave them the new phone.
I’m just really dissapointed in a phone that I used to love.
(oh, and since the 1st week i got it the keyboard LAGS tremendously when I open it and try to type!)
October 21st, 2008 at 1:52 pm
In the 4 months I’ve had the LG Rubbish (like the name) with sprint I’ve had to replace my phone atleast 5 times because of a problem with the software (which LG admitted to.) and yet still sprint will not give me a new model. saying i have to pay full price for any phone i want. i have a friend who is a store manager and she advised me to call retention and convince them that if i did not recieve a new model i would quit. so i did. i called retention and got nothing but i big fat no. it even went so far up the chain my call went to escelation. (last step before quitting [so they say]) the jerk who took my call stated that they were a buisness, and if they went around giving away free phones (all i wanted was a discount on the Instinct) they wouldnt make any money. which makes no sense what so ever. because by choosing to deal with their crap im giving them over $3000 in the 2 years im going to have the contract. which makes more sense buisness-wise, $3000 because you gave someone $200 off a $450 phone? or nothing. sadly he chose nothing. i did not quit, but im now trying to get the Samsung Rant, which is very much like the Rubbish. but, unlike the Rubbish, the Rant is still featured on the manufacturers website. LG took the phone off their own website! what does that tell you but that the phone is rubbish? honestly, this is getting out of hand. sprint just needs to give up on this one. verizon even has a discount for sprint users who switch to them! i guess sprint would rather watch its costomers (sc?) leave and lose money than get rid of the phone.
November 21st, 2008 at 4:37 pm
You people are really something. You have an issue with your phone(newsflash: EVERY PHONE HAS ITS ISSUES) and because Sprint/LG wont bend right over and kiss your asses, you start bad mouthing both Sprint and LG. You also gotta love the ones who, like a spoiled child, if they don’t get their way, they threaten to leave. This is precisely why retentions is now tightening the rope. It’s mighty funny that I have had my Rumor since it was released and have yet to have one single issue with it. It’s certainly not my favorite phone of all time, but for the price it works fine. Including charging and holding a charge. I also know of at least 4 other people with this phone who also have no issues.
November 21st, 2008 at 10:40 pm
I would agree that no phone is perfect. Consumers make choices based on their personal evaluations of the positives and negatives. But issues is an entirely different story, especially when companies blatantly disregard the very legally binding warranties that they claim to provide. A one year warranty means that a company should repair or replace the device if it is found defective within one year. In the case of LG, they have clearly violated the terms of their warranty. Perhaps they know that the average consumer does not have the time or money to fight them. Consumers do not expect companies to “bend over…”; they just expect that the warranty services they are promised when they buy the products will be honored in the event of a product failure. It doesn’t get any simpler than that. LG has failed that mission.
November 22nd, 2008 at 2:43 pm
I was in kind of a weird mood last night when I posted that, so it came off a bit harsh, my apologies. I guess my point was that I see a lot of people (not necessarily pointing to you) have an issue with a particular function or feature of a phone (or any device for that matter) and suddenly that device and/or brand name is a POS. I see it quite frequently and it’s kind of humours and kind of sad at the same time. However, in your instance, I can see how you have a big issue with the way LG and/or Sprint have handled the situation.
November 25th, 2008 at 9:27 am
I got the LG Rubbish here in Calgary, AB, Canada. Phone wouldnt charge. Sent it out. It was returned unrepaired and a potential bill exceeding the original purchase price of the phone. Driving to BC where their service center is and bitch slapping every one, Royal Rumble style!!!!
November 26th, 2008 at 6:02 pm
I have the same issue with the rumor phone I bought. It will not charge up. Something is inherently wrong with the charger port. Some sort of manufacturers defect. My phone is only 8 mos old. Sprint knows of the problem and will do nothing about it. It is time for companies to be held accountable for anything they sell. Interesting how you can buy the phone from Sprint and buy the service plan but then when it comes times for questions they want no part of it. I have not heard from LG yet. But I will let you know.
December 16th, 2008 at 3:46 pm
My daughter also has the LG Rumor. When she opens the keyboard up the picture either distorts, flips backwards, or turns white, and I can’t see anything! Sprint has willingly requested a replacement phone but has admitted this is a design flaw and there is a wire that is continuously being rubbed when it is opened and closed.
December 25th, 2008 at 2:33 pm
hm…i’m starting to have charging issues with my phone and now i’m scared to give it to them and waste my money and time on postage if they aren’t going to fix it
December 26th, 2008 at 9:23 am
They will fix. I sent mine in and they sent another back. Very quick. you still have to call them.
December 26th, 2008 at 9:34 am
Im glad they fixed at least one of them. But I do have access to documents directly from the LG service center showing their blatant refusal to honor their product warranties. And after calling LG, their response was “it costs us to much money to repair, so we are not going to do it”. The exact same stupid remark was made repeatedly by multiple LG representatives.
December 26th, 2008 at 10:58 am
I sent mine back to them in the original box with receipts. I’m with you though… any hesitation on their part and I would have written letters to bbb and cc’d to all their corp leaders. It would have been a mission..
January 3rd, 2009 at 4:22 pm
It’s not that his warranty was not honored… Sprint is not the manufacturer of the devices and clearly states that any warranty is the responsability of the manufactuer (LG) LG issues a 1 year warranty against defect and must be contacted directly to have a warranty claim done. Sprint is simply the retailer, and beyond the 30 day exchane policy, does not warrant the device against any defect. Sprint does however, offer an equipment service plan for $4 a month that will cover this type of problem. So Mr. B needs to get a little better informed..
January 3rd, 2009 at 7:58 pm
Mr. B in fact did take up his case directly with LG. When LG refused his warranty service, he called sprint to let them know that their preferred vendor was not honoring their customers warranties.
You are right, Mr. V. The warranty obligation was the responsibility of LG, and not Sprint. But on the other hand, if Sprint has been presented with solid evidence that their customers are being intentionally ripped off by one of Sprint’s preferred vendors, then Sprint has 2 options: 1) ignore it, or 2) tell their vendors they need to honor their obligation or Sprint will chose another vendor (Motorola, Samsung, Nokia, etc)
Unfortunately, Sprint chose option 1 in this case. And judging by Sprints massive customer defections, it is probably safe to assume that Sprint chose option 1 with every other case.