My new Samsung Intercept kept shutting itself down, and the Internet consensus was that it was a hardware issue and that Virgin Mobile will immediately replace the device. I emailed customer service, and I just told them the bare minimum:
"Hi, my phone is a couple of days old and it keeps shutting itself off."
Their reply came after a couple hours:
"We are sorry for your problem with your phone. You can either go back to the store and swap it, or we'll send you a replacement and a prepaid return envelope."
"My retailer sucks. Please send me a replacement."
They said sure, asked me to verify my shipping address, and FEDEX'd a replacement phone. Just like that. NO buts, no excuses, they simply overnighted a replacement phone and a prepaid padded pouch to return the old phone. I could get used to this kind of customer service.
The phone swap was actually really simple and I was done in about 45 minutes. It went more or less as follows:
- Shut down old phone, removed the non-OEM microSD card.
- Inserted OEM microSD card of new phone into old phone.
- Started new phone.
- Activated the phone through the Virgin Mobile website. This involves typing a long serial number twice, then typing a sequence in the phone's keypad. About one minute to do this, and about four more to complete the reboot.
- At this point the new phone was functional.
- Logged into my Google account. Within a couple of minutes, over 700 Google contacts and my calendars were in sync and Gmail was ready for action.
- Installed Lookout Mobile Security, hoping that the backups would include the apps I had already installed and maybe my passwords. Wrong, the free version only backs up contacts, which is fucking stupid since the contacts are in sync through Google. Assholes.
- Went to the Android Marketplace website, where to my delight I was able to push to my phone all of my applications in less than 10 minutes.
- At this point I had spent about 20 minutes messing with the phone. I spent another 25 logging into apps, rearranging menus, that kind of thing.
Overall it was pretty much painless, but I would have really liked if the Lookout Mobile Security could have restored my apps list. Or if the Marketplace app could pull everything back down in one shot.