Related
On another thread, I was discussing my HTC Flyer's chipped screen. To my surprise, they not only covered the screen under warranty (after confirming the screen was easily damaged with the pen), they also overnighted everything via Fedex. When I called in, there was no wait on the line and someone called back to make confirm everything was OK. So shout out to HTC -- that is frigging phenomenal support.
This stands in stark contrast to the relatively lousy support most carriers will give you. Screwed up contracts, slow replacements, and when they do cover your phone under warranty, the stick you with a refurb.
I wish I could just buy unlocked phones directly from HTC, so I could get their out-of-this-world support!
kkinder said:
On another thread, I was discussing my HTC Flyer's chipped screen. To my surprise, they not only covered the screen under warranty (after confirming the screen was easily damaged with the pen), they also overnighted everything via Fedex. When I called in, there was no wait on the line and someone called back to make confirm everything was OK. So shout out to HTC -- that is frigging phenomenal support.
This stands in stark contrast to the relatively lousy support most carriers will give you. Screwed up contracts, slow replacements, and when they do cover your phone under warranty, the stick you with a refurb.
I wish I could just buy unlocked phones directly from HTC, so I could get their out-of-this-world support!
Click to expand...
Click to collapse
Agreed. I've had plenty of problems with Verizon in the past. I went through 6 (yes 6) Eris' before finally telling Verizon enough was enough. They wanted to put me into a refurbished Incredible and I told them exactly where they could put it. I literally had to tell them that either they replace my phone with a brand spanking new one out of the box or that I was going to another carrier with the other 4 members on my family share plan. Needless to say, they acquiesced to my request.
*If I have helped you, please don't forget to hit the 'thanks' button!*
Sent from my Inc
kkinder said:
On another thread, I was discussing my HTC Flyer's chipped screen. To my surprise, they not only covered the screen under warranty (after confirming the screen was easily damaged with the pen), they also overnighted everything via Fedex. When I called in, there was no wait on the line and someone called back to make confirm everything was OK. So shout out to HTC -- that is frigging phenomenal support.
This stands in stark contrast to the relatively lousy support most carriers will give you. Screwed up contracts, slow replacements, and when they do cover your phone under warranty, the stick you with a refurb.
I wish I could just buy unlocked phones directly from HTC, so I could get their out-of-this-world support!
Click to expand...
Click to collapse
Keep in mind even if you buy your device through a carrier, as long as it carries the HTC name on it, HTC still supports it. For example, a week after I got my HTC Evo (purchased at Radio Shack), it fell out of my lap rather gently (a couple feet, not with any extra velocity). The LCD was damaged. Sprint would not take it back because I didn't buy it at the Sprint store and Radio Shack would take it back, but they had no replacements to exchange and didn't know when they'd get them (and at the time were calling people of waiting lists for new activations; no way I was going to get a callback for a replacement device from them). I called HTC and explained that the screen broke from a very simple drop, mailed it into their service center, and they replaced the screen, no big deal at all. Since then, I've had way worse drops (and I don't use a case), and the (replacement) screen is still pristine.
I also called them for Evo View help, and they definitely tried to help to the best of their ability for the 1xRTT problem.
mrrricky said:
Keep in mind even if you buy your device through a carrier, as long as it carries the HTC name on it, HTC still supports it. For example, a week after I got my HTC Evo (purchased at Radio Shack), it fell out of my lap rather gently (a couple feet, not with any extra velocity). The LCD was damaged. Sprint would not take it back because I didn't buy it at the Sprint store and Radio Shack would take it back, but they had no replacements to exchange and didn't know when they'd get them (and at the time were calling people of waiting lists for new activations; no way I was going to get a callback for a replacement device from them). I called HTC and explained that the screen broke from a very simple drop, mailed it into their service center, and they replaced the screen, no big deal at all. Since then, I've had way worse drops (and I don't use a case), and the (replacement) screen is still pristine.
I also called them for Evo View help, and they definitely tried to help to the best of their ability for the 1xRTT problem.
Click to expand...
Click to collapse
That's good to know. Thanks.
Hello all, sorry for the long post, but looking for thoughts, opinions and suggestions on this.
Issue:
My wife and I upgraded to Rezounds last November and since then we've been through a total of 16 refurbs. Anything from bad LEDs, to overheating, to dead pixels, to light leakage, to continuous reboots... You name it, we've had it. In each case we contacted Verizon, explained the issue, and Verizon then sends us a refurb. We've had several cases where the refurb would be DOA right out of the box and, in fact, have had replacements sent out on 4 consecutive days. I've finally gotten sick of it and have escalated to managers at Verizon, HTC and PCD (supposedly the company that is actually fixing the devices that are marked as refurb). In each case I've remained calm, courteous and professional since I know that getting rude and abrasive won't get me anywhere. Here's a summary of the conversations from each company.
Verizon:
I was escalated from the first line CSR to a tech support rep and then to what I'll refer to as a customer relations rep. I was given the option of going with the Galaxy Nexus or the Razr as comparable devices which Verizon actually considers an "upgrade"; however, in my opinion, neither of these are comparable. I use the camera ALOT so that's an important feature to me so the Nexus was out and the non-removable battery/storage is an issue for me with the Razr. I explained that my preference would be to either get a NEW rezound vs a refurb or be upgraded to the GS3 as that's really the only device that is "as good or better" than the rezound. Of course, that option was out being that this is a newer phone despite the fact that I offered to pay the difference. Against my better judgment, Verizon actually sent me a Nexus to try out. I did some photo/video comparisons between the Rezound/Nexus and the differences were pretty stark. The Rezound blew the Nexus away so I sent it back. I then explained my preference again of either getting a new rezound or a SG3 and was told that, since I tried the nexus, it was considered an "upgrade" and that because of this the GS3 was not an option. I said that this conflicted with what I was told earlier, but the manager fell back to the stance that this was a newer phone and not an option here. The manager basically gave me 2 options: 1. Continue requesting refurbs or 2. Purchase another phone off of Amazon/Craigslist since I'm not eligible for an upgrade right now. I calmly explained that I might come out cheaper if I paid the ETF and subsidized another phone with another carrier, but that didn’t get me anywhere. It was at that point that Verizon suggested that I contact HTC to see if there was something they could do.
HTC:
I was escalated in a simlar matter with HTC to a manager. The manager explained to me that they have nothing to do with the repairs of refurbs and that Verizon contracts to PCD to do the repairs on these devices. I was then directed to call PCD or go back to Verizon. I explained the quality control issues on these refurbs and that I'd be concerned if I were them that this is giving HTC a bad rep since most people probably assume that they come from HTC. I asked if there was anything that HTC could do and the manager took my name/number and said she would call me back within 24 hours; however, that was 3 days ago so I decided to call PCD.
PCD:
I was escalated to a manager here as well. The manager took the IMEI number from my recent refurb that I just returned back to Verizon. He confirmed that PCD did "certify" this phone; however, it was done by another company that PCD contracts to. I wasn't given the info on this company. I was told that PCD only repairs the devices and that my only option with them was to send in my refurb to them for repair or go back to Verizon and request another refurb. Two issues here is that I'd have to pay for shipping and be without a phone for an undetermined amount of time while they worked on it and, to be frank, I don't trust that they would fix the problem anyway given all of the bad refurbs I've gotten. I basically ended the call alerting the manager that they have quality control issues with their refurbs. He said he made a note of it and would look into it.
All of the managers that I've spoken with have been very understanding and courteous; however, no one has provided an acceptable solution to the issue. All of these companies seem to be "caught in the middle" with no one really accepting any responsibility for customer satisfaction or standing by what they are selling. But basically, after all this time and effort, I’m right back where I started with running through refurbs until I get one that finally works. Of course, come November when the 1 year warranty runs out I’ll be in trouble…
Again, just looking for thoughts, opinions and suggestions as well as if anyone else has experienced issues with refurbs.
It's hard to suggest anything at this point - it appears you've done everything possible. I also can't believe you've gone through sixteen refurbs! I've been using smartphones for a while now - some amazing and some not so amazing - but the Rezound has so far been my most reliable one. So I find it hard you've had so many issues with so many different phones. Is your house built on an Indian burial ground?
What I guess I will say, is if I were you I would definitely send it to them to get repaired as opposed to them just sending you another refurb. It sounds like you haven't really had a dedicated line of communication anyway with all the issues you've had, so just go ahead and bit the bullet and send it off.
Once they get it, "repair" it, and you get it back - if you have ANY more issues I would suggest you, not necessarily get angry, but get stern and let them know your frustrations and I personally would demand a newer model at no cost to you. With as many problems as you've had, and documented troubles of yours that they have on their end, you have every right. And if they still push back, go to the FCC. There is absolutely nothing wrong with that. And let them know you are going to get the FCC involved. Before I was a network engineer, I was a lowly Tech Support Rep and whenever a customer mentioned FCC to us we immediately had to escalate the situation.
Whatever happens, sorry about your frustrations and hope everything works out for you.
You have had amazing patience and a profound amount of bad luck. I feel your pain. 4 thunderbolts for me. Now on the rezound refurb. Only issue I noticed so far is the little plastic frame surrounding the charge port is loose when the back case is not on. I hope that's all that's loose!
Sent from my ADR6425LVW using Tapatalk 2
I didn't read a lot of your post cuz I have a migraine but dang that's a lot of phones to go through. If I had that many problems with anything I'd probably switch carriers or make them give me a new phone. It would be kind of funny if they have been sending you like the same phones over and over again. You could possibly request one from a different area but im not sure if they stock refurbs in different areas... Also have you been checking the revision numbers?
I also think its bs how grown people play the blame game with other companies. I'm sure someone is cutting corners somewhere to save or make more money and it really is pathetic that a multi billion or trillion dollar corporation can't fix an issue. 16 phones? Good lord lol. Best of luck, seriously that's a little ridiculous to have to deal with. I'm sure it's already cost you a lot of time/money dealing with all of that bs.
Welcome to the business model of our world nowadays. It's awful, everyone points the finger at someone else... Things used to be different. One thing that stuck with me was when I had a boss that said (paraphrased): "In companies employees towards the bottom of the chain are paid to say 'no' and the ones towards the top are paid to say 'yes'." I guess this ended up being more of a sympathetic rant. I'm still learning the benefits of assertion (the squeaky wheel gets the grease!). Good luck, give'em hell!
tl;dr companies suck now.
Sent from my ADR6425LVW using xda app-developers app
Wow.. Someone that has gone for more refubs than I have.. But yeah I went through like 8 T-bolts and 6 Rezounds for pretty much the same issue you had. That + physical damage on the screen like big ass scratches. Plus the screen was popping out on the T-bolt too.. Pretty sad quality control and "100 point inspection" my ass. You could try getting another refurb and selling it for a gs3. Or you can keep calling and try to get one of the sups to give you an upgrade. But if you do have unlimited data you can kiss it goodbye if they give you a subsidized upgrade. Your best bet would be to keep contacting Verizon.
Thanks for all the responses.
herothekid said:
Once they get it, "repair" it, and you get it back - if you have ANY more issues I would suggest you, not necessarily get angry, but get stern and let them know your frustrations and I personally would demand a newer model at no cost to you. With as many problems as you've had, and documented troubles of yours that they have on their end, you have every right. And if they still push back, go to the FCC. There is absolutely nothing wrong with that. And let them know you are going to get the FCC involved. Before I was a network engineer, I was a lowly Tech Support Rep and whenever a customer mentioned FCC to us we immediately had to escalate the situation.
Click to expand...
Click to collapse
I'm a bit leary of going the repair route with PCD because I'd be without a phone for who knows how long plus I don't think they'll do it right based on the number of phones I've been through that they've supposedly repaired. I guess it would show that I tried all possible options though... Maybe Verizon would give me a credit on my bill for the amount of time I'd be without a phone! The FCC route might be worth a try.
platinumrims said:
You could possibly request one from a different area but im not sure if they stock refurbs in different areas... Also have you been checking the revision numbers?
Click to expand...
Click to collapse
I had actually asked Verizon about this and, from their perspective, all of them come from PCD. I suppose I could see if PCD could work this for me, but when I had contacted them I was told that I'd have to go back to Verizon. I didn't specifically ask if they could do this though so maybe it's worth a shot.
I haven't been fully documenting the revision numbers, but the ones I've checked have either ended with 00 or XA.
It's cost me time (and just a bit of frustration) more than anything else, but I'm sure that, while Verizon may not pay for the refurbs, they pay for the overnight shipping.
And I thought I had it bad,here I go again bringing up for $7.00 priceless dollars a month always get the extended warranty by now they might have worked you in a different phone with the long list of phone foo going on.
I'm on my 4th tbolt ,wife 2nd between 4g dropping off and loose charge ports,sim card changes network trouble tickets and proving out phone is a p.o.s. I'm slowing trying to work us into a different phone for $0.
Which is a major p.I.t.a. takes time
GOOD LUCK sounds like u are in for a fight once remans are out of stock they start pulling from new stock, which who knows how long that will take
Once I called and told them before I had phone just send me another one ,because I found a flaw in the device they could not fix, in the owners it stated it could do something which it did not that something was back in 2003 I ended up getting a different device
So find a flaw and work it to your advantage
My -2 cents
Sent from my ADR6400L using xda premium
I've been through 10 refurbs myself and am about to go with #11 because the one I have now has light leak on the bottom half of the screen. Below is a pic of what I'm seeing. Maybe I should just deal with this issue as it's the only thing wrong with it, but because of all that I've been through I've become very picky.
My wife is about to get #7 and she's been through 4 refurbs in 4 consecutive days!
8/9 - Called Verizon tech support to report static to Verizon during phone calls; after troubleshooting they admitted that it's most likely a bad speaker so they sent us a refurb.
8/10 - Refurb received, but had bad LED; the search LED was noticeably dimmer than the others. Verizon contacted and another refurb shipped.
8/13 - Refurb received, but phone got noticeably hot and continually rebooted. Verizon contacted and another refurb shipped.
8/14 - Refurb received, but had light leakage similar to the pic below. Verizon contacted and another refurb shipped.
8/15 - Hoping this one is a good one, but not holding my breath...
So that's a total of 16 and counting!!
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scottthreet32 said:
And I thought I had it bad,here I go again bringing up for $7.00 priceless dollars a month always get the extended warranty by now they might have worked you in a different phone with the long list of phone foo going on.
I'm on my 4th tbolt ,wife 2nd between 4g dropping off and loose charge ports,sim card changes network trouble tickets and proving out phone is a p.o.s. I'm slowing trying to work us into a different phone for $0.
Which is a major p.I.t.a. takes time
GOOD LUCK sounds like u are in for a fight once remans are out of stock they start pulling from new stock, which who knows how long that will take
Once I called and told them before I had phone just send me another one ,because I found a flaw in the device they could not fix, in the owners it stated it could do something which it did not that something was back in 2003 I ended up getting a different device
So find a flaw and work it to your advantage
My -2 cents
Sent from my ADR6400L using xda premium
Click to expand...
Click to collapse
Are you referring to the Asurion insurance coverage? If so, I have that on my line, but not my wife's. My understanding though is that you have to pay $100 in order to actually use it and I don't feel that I should have to pay that while I'm still in the standard warranty window and the fact that it's not my fault that they're sending me junk devices.
I had no idea so many of you have had to go through so many refurbs. After reading this thread, I feel very lucky, hah.
OK if you have tec/ tep it extends your one year warranty until you get another phone.asurion only comes into play if you drown,murder,scratch,Rom lock it (hard brick it).
Under manufacture's warranty which Verizon just plays switch'um for u so you still have a device so your stuck unless u can show a track record of junk devices
Verizon changes the rules daily
It used to be after 3 like devices they would switch u out to a different device for no $$
I sent this to Verizon
NBR:000005506433
Recently got replacement phones for 0190 thunderbolt still drops 4g no 3g or 1x showing its all or nothing.
8190 doing samething as above
0190 x 4 phones
8190 x 2 phones
No non Google apps installed
3+ hours setting phones up to user liking timeless
Keep getting defective phones priceless
what are my next steps as in getting a phone that works
Sent from my ADR6400L using xda premium
scottthreet32 said:
OK if you have tec/ tep it extends your one year warranty until you get another phone.asurion only comes into play if you drown,murder,scratch,Rom lock it (hard brick it).
Under manufacture's warranty which Verizon just plays switch'um for u so you still have a device so your stuck unless u can show a track record of junk devices
Verizon changes the rules daily
It used to be after 3 like devices they would switch u out to a different device for no $$
I sent this to Verizon
NBR:000005506433
Recently got replacement phones for 0190 thunderbolt still drops 4g no 3g or 1x showing its all or nothing.
8190 doing samething as above
0190 x 4 phones
8190 x 2 phones
No non Google apps installed
3+ hours setting phones up to user liking timeless
Keep getting defective phones priceless
what are my next steps as in getting a phone that works
Sent from my ADR6400L using xda premium
Click to expand...
Click to collapse
Thanks for the clarification. I have TEC/Asurion on my line so it looks like I'm good past the 1 year. My wife's line on the otherhand doesn't have it so after November of this year we'll be out of luck.
Regarding the number of replacements, I was told by Verizon that the rule use to be 3, but, because of the rising prices of smartphones, that rule has been removed. So I guess I could go through 30 of these and nothing would be done so I asked if there was a new limit and was told there is no limit.
tynman11 said:
I've been through 10 refurbs myself and am about to go with #11 because the one I have now has light leak on the bottom half of the screen. Below is a pic of what I'm seeing. Maybe I should just deal with this issue as it's the only thing wrong with it, but because of all that I've been through I've become very picky.
My wife is about to get #7 and she's been through 4 refurbs in 4 consecutive days!
8/9 - Called Verizon tech support to report static to Verizon during phone calls; after troubleshooting they admitted that it's most likely a bad speaker so they sent us a refurb.
8/10 - Refurb received, but had bad LED; the search LED was noticeably dimmer than the others. Verizon contacted and another refurb shipped.
8/13 - Refurb received, but phone got noticeably hot and continually rebooted. Verizon contacted and another refurb shipped.
8/14 - Refurb received, but had light leakage similar to the pic below. Verizon contacted and another refurb shipped.
8/15 - Hoping this one is a good one, but not holding my breath...
So that's a total of 16 and counting!!
Click to expand...
Click to collapse
The light leakage thing you have is pretty common, I have had it on a couple of my Rezounds before I got my Nexus, I wouldn't return it unless it has something else wrong with it
That.......... Really.............. Sucks.
My kids rezound was killing the extended battery in 4g and charge port was loose
Got a replacement so far so good
Have Verizon pull from diff location next time
Sent from my ADR6400L using xda premium
I just received my second refurb and the proximity sensor doesn't work on this one either. This is driving me crazy. :banghead:
Sent from my cm_tenderloin using Tapatalk 2
Call and inform,have reorder
Sent from my ADR6400L using xda premium
It's a vicious circle...
Verizon has been pointing me to HTC even though Verizon contracts to PCD for these repairs, bypassing HTC. HTC points me back to Verizon saying that Verizon is contracting to PCD for repairs not realizing that PCD is sending horrible refurbs giving them a bad name. PCD points me back to Verizon/HTC saying all they do is repairs
Got back on the phone with Verizon this morning and, because PCD is doing such a horrible job, they recommended that I just send the device to HTC and have HTC repair it instead. So basically I'd be without a phone for who knows how long plus I'd be on the hook for shipping ... I did convince Verizon to give me a credit for the number of days I'd be without a phone so, sadly, I will probably go down this road if these next refurbs don't do the trick.
It's either that or settle for what in my opinion is a lower quality device in the Nexus/Razr or continue to do the refurb switcheroo...
16, or 10 or even 6 refurbs that fail is probably a violation of your state's Consumer Protection Statute. The problem is that FCC may preempt state laws as concerns claims against telecommunications companies, and nearly all agreements include arbitration cram-downs.
However, you *do* retain the right under such agreements to file a claim and insist upon arbitration of the claim, where the prevailing party recovers costs/fees (and I can't imagine after 16 refurbs you wouldn't prevail). You also may have the right to walk away from the provider altogether under the circumstances, although you may not find Sprint or AT&T a real "option." At least for me it wouldn't be acceptable as AT&T service locally is terrible and Sprint is, well, Sprint.
My daughter went through 4 Incredibles and I was about ready to tear someone's head off, and she's never been genuinely happy with the last Incredible, and as a result, will probably migrate to iPhone next month, never to look back at Android again. I think that's her loss, but I understand her frustration. I went through 3 Palm Treo 755p's, which had near legendary issues (and early Palms were manufactured by, ahem, HTC).
The other problem is that you probably won't be able to get legal counsel to handle the matter because the amount in dispute is less than what most lawyers would cost, and, finally, the Agreement with Verizon probably also prohibits a class action via its arbitration clause (which the U.S. Supreme Court held last year is perfectly valid even though it happened to violate California state law).
I'm quite certain that I would never have had the patience which you have exhibited through 16 refurbs. If money weren't an object and I felt like exploring things, I might study the viability of a direct action against the refurb source, claiming to be a third party beneficiary, and since they're not a provider subject to the FCC, bringing claims under consumer fraud statutes, or the Magnuson Moss warranty act. Bottom line, though, is that the ultimate "cost" doesn't warrant the trouble.
As for me, my 2nd refurb seems to be functioning and unless it does something that completely impairs my ability to use it (I soldiered on for about 4 months without a USB connection because the unit woudl still charge), I'm sticking with it rather than going with what's behind door #3.
Just one lawyer's take on this sad story.
Hello, There are many reports of Samsung's customer service being terrible. When buying my phone I was thinking that I would never have to use Samsung's customer service as I always baby my devices, but I was wrong. Due to a well known defect in the plastic lip on the device, small cracks form over time. They are only about a millimeter or two each, but if your phone is in otherwise pristine condition it can be a very annoying problem. Here is a small piece of knowledge you should know about me, when talking on the phone I have trouble being stern and fighting for what I want. Especially if the person has an accent (not that there is anything wrong with that, I just can't understand them very well.). Continue reading for the whole story, in every detail I can remember!
This started on September 27, 2012. I had my sister call Samsung and explain the problem. Several users have reported the same issue getting solved by either a quick fix or a simple replacement. I was expecting nothing less than a quick fix. A few minutes after hanging up I received an email from Samsung with my ticket number and a UPS shipping label. I immediately started packing when a user on XDA-Developers told me that he got a replacement without having to be without a phone for 10 days, so I called Samsung 2 more times asking for a replacement. They never transferred me to Advanced service or Executive service so I figured it was a lost cause and send my phone in the next day. Because of the small size of the defects, I printed out 3 HD full page pictures of the cracks and circled them. I put them directly by the phone in the box hoping that the technician would get it and be able to solve the problem easily. The part that needed to be replaced costs $30 on eBay and includes the metallic bezel and the white lip. I can do this repair within an hour if I had the parts. The phone was received by Samsung on October 3, 2012. I received no other communication that there were problems so I assumed it was under warranty and would be fixed. They shipped the phone back to me on October 5, 2012.
On October 9, 2012 the phone was delivered to my house. Upon unpacking the phone I noticed that it was filthy. There was a layer of dust/dirt on the screen. I didn't care as long as the phone was fixed. I glanced at the white lip and saw that there were two dents in it, upon looking around the bezel I saw all three of the cracks and one more (probably form shipping). My mom called back immediately and asked why it wasn't fixed. They responded with confusion and we were transferred to Advanced support. They said it must have been a filing error and that they were sorry, we had to schedule another repair. I'm very mad at this point. How do some users get a replacement phone free on the first try and I have to wait 12 days to get nothing done, then send it in again for even longer? I pack it up with no pictures this time. Just the device in some bubble wrap (6 layers to be exact. Enough to protect it from even the biggest hit.). The phone was shipped out for the second time on October 10, 2012.
On Friday October 12, 2012 Samsung got the phone. No repair was attempted on this day as it was Friday. This was understandable because I wouldn't want to start a repair right before a weekend either. October 15, 2012 comes and with it another email from Samsung. This time it's an update that my repair cost has changed. Just in case you forgot, the original issue was with cracks on the white lip on the side of the device. Now in this email I see "After careful inspection, the repair cost for your product has changed. Please review the following important information and instruction." I read further down and see in large orange letters "$197.01". I freak out. I read what the charge is for, an LCD repair fee for $117.00 and a Standard repair fee for $65.00. Now why on earth would the LCD have to be replaced? I first went on the Samsung Live Chat as this is supposed to be a replacement for their phone service. I get no where and was told to call for more information. So I called. After asking why I need to pay for this repair that doesn't need to be done about 5 times and saying that this is my second time sending it in I was transferred to Advanced customer service, which I think is just another employee who the problem gets passed on to. I hand the phone off to my dad and he takes it away. Asks why they want $200 for something that is their problem. The guy said that the LCD is either cracked or it's an internal problem. Duh. Anyway my dad said that they need to file their own claim with UPS as the phone was damaged in shipping. The phone's LCD was perfect when I sent it in. Some words about not supporting a product were said and we were transferred to Executive customer service.
Let me inform you that Executive customer service leaves at 8:00 PM CST (but the phone support stays open until 9:00 PM CST). It is 7:45 PC CST when we are transferred. The music stopped and it started to ring, then a busy tone came, and finally the line went dead. He called back and was transferred to Advanced after 5 minutes of explaining what the problem was. Advanced said the Executives left for the day, she scheduled a phone meeting on the next day at 5:00 PM CST. My dad left his work number for them to call as he wouldn't have been home yet.
The next day he gets home from work and he told me that he missed the call. So apparently he called back and went back up the line to Executive. Finally after about an hour of persuading they agreed to fix the LCD, which isn't even broken, and the cracks for free. I think okay everything is good again ill have my phone by early next week. The next day I got an email from Samsung saying that the repair was once again on hold. This time for parts. At this point the phone has been gone for 20 days. With the weekend coming up the phone will have to shipped tomorrow in order to get here Monday. I want to know how long the parts take to come in so I called again and asked. Put on hold for a few minutes. Guy comes back and says he doesn't know. They aren't informed about parts and can't give me an ETA. We will see what tomorrow brings and ill update the thread if something else happens.
****Cliff Notes Version****
Samsung ignores my phone and doesn't repair, I send it in again and they try to charge me $200 to fix an LCD that works perfectly. A few calls later they agree to fix everything free. Now its on hold for parts and it is day 20 of not having a phone. In short, Samsung doesn't care about customers and will try to screw them any way possible. The next phone I buy will NOT be a Samsung phone. Congrats customer service, you lost a customer.
-Matt The Angry Samsung Hater.
Sent from my cm_tenderloin using Tapatalk 2
...never mind.
Heard that apple has a new phone out, easy to use.
fprice02 said:
Heard that apple has a new phone out, easy to use.
Click to expand...
Click to collapse
Ya I hear it just works....
Sent from my SAMSUNG-SGH-I717 using xda premium
jpoirier587 said:
Ya I hear it just works....
Sent from my SAMSUNG-SGH-I717 using xda premium
Click to expand...
Click to collapse
Unlike Samsungs support. Too bad it has an Apple on the back.
Sent from my cm_tenderloin using Tapatalk 2
Yikes! !!
I'm very sorry to hear this report.
Good customer service is the backbone of any company, and clearly Samsung is forgetting that customers are their future.
I'm hoping you get a resolution soon, and that your experience is isolated, and not becoming the new norm for companies seeking our vote via checkbook.....g
I had a somewhat similar situation with the warranty company with my wife's phone.
She was without her phone for half a month, after (many) frustrating calls later, I ended up calling the at&t customer support and I explained the situation to them.
They decided to take half a month off the bill for her phone and pay half off of the insurance deductible.
Edit: i explained the situation to at&t and asked them why the insurance company couldn't send me a replacement phone before i sent them mine. At&t even called the insurance rep and asked. They got no where. I then asked what at&t could do because it wasn't right that i paid for service ask month and haven't used it in 15 days.
Sent from my SAMSUNG-SGH-I717 using xda premium
Wow what a horrible experience. Although, I would have just purchase the $30 part and did it myself. I can't imagine shipping my phone anywhere but that's just me. I hope they get it resolved and fixed ASAP. Keep us updated.
-Once you go NOTE, you'd say 4 inches a Joke
[Lady]: "How do you carry that huge phone in your pocket?"
[Note User]: "I'm used to having huge stuff in my pants"
Still waiting for the part. Hopefully it'll get done tomorrow. If not ill call in and flip out.
Sent from my cm_tenderloin using Tapatalk 2
I had the crack issue, I called att and calmly talked with them about it and they credited my account a month of free service to off set the coat of an insurance claim through asurion. After I filed the claim I had my new carbon grey note the next day. On top of the free exchange I ended up with a 90$ credit after its all said and done.
So try just giving att customer service a call of its not to late.
Sent from my SAMSUNG-SGH-I717 using XDA Premium HD app
Wow, that's awful, completely opposite from my experience with Samsung. Long story short, I bricked my phone & they emailed me a prepaid label so I sent it in and had it back fixed within a week. In your situation I would have just fixed it myself too, but then again I'm a former phone repair tech & I know not everyone is as comfortable taking apart phones as I am. Good luck, keep us posted.
kabuk1 said:
Wow, that's awful, completely opposite from my experience with Samsung. Long story short, I bricked my phone & they emailed me a prepaid label so I sent it in and had it back fixed within a week. In your situation I would have just fixed it myself too, but then again I'm a former phone repair tech & I know not everyone is as comfortable taking apart phones as I am. Good luck, keep us posted.
Click to expand...
Click to collapse
I second that. My phone had the stuck power button failure. They sent me a label and in 3 weeks I had my phone back!!
Sent from my SAMSUNG-SGH-I717 using xda app-developers app
Got the phone back yesterday. Has a stuck pixel. I already flashed, have it set up how I like it, I'm just gonna deal with it.
Oh, and they sent me a refurb
Sent from my SGH-I717 using Tapatalk 2
This is my third HTC phone. My first was a Google Nexus One, second was the One X, and then this beauty the HTC One Developer edition. Unfortunately my problems started a couple of months after I bought the phone.
The earpiece speaker stopped working. If I wanted to hear anybody, then I had to switch it to speakerphone. Inconvenient most of the time. I called customer service to see if techsupport would have any suggestions. That was futile. Reset was all that they could suggest, which had been done days earlier. I messed around with it for a few weeks trying to see if I could resolve the problem via software/firmware. I didn't want to send it in; I was going to be without a good smartphone as my One X was in pieces waiting for a new screen. I finally broke down and mailed it back.
They received it on a Monday, but didn't start work on it until Thursday. I got that phone back just over two weeks after I had sent it in. I wasn't impressed so far, but was happy to have my phone back. In the middle of my second call, the earpiece speaker stopped working again. I called customer support and suggested that I would like to have my phone replaced this time. Outright refusal. Had to be sent in for service again. I sent it in almost right away this time. After a week had gone by with no update, I called customer support to see what the
status was. Waiting for parts. I asked how long that might take. No answer for me. At this point I am already pissed with HTC customer disservice. Another 5 days go by, and I call again.
Phone is repaired, just has to go through testing, should be shipping out tomorrow (Thursday). Tomorrow comes and goes, but now it shows up on the tracking website. A good sign, thinks I. Unfortunately the tracking number shows zipcode required. I call customer service again (number is now programmed in my speed dial) and they explain that they need to check my address. Everything is the same as it was when I bought my phone, and when it was sent in the last time for service. They promise that it will ship that day (Friday - two weeks after I sent it in). Monday comes and goes with no tracking number. Call customer service again. They have to check with the repair facility that it was shipped, and they assure me that it was. Hang up. One hour later I get my tracking number. Phone is going out 4 days after they said it had shipped.
I can tolerate a lot in customer service, but I will not tolerate being lied to. HTC has lost my business permanently. And not just mine. Just weaning my wife off of a blackberry.Two months ago I would have recommended the One. Now, probably the Nexus 5 or else the MotoX. And anybody who asks for information on what phone to buy will be told in no uncertain terms what my opinion of the company is. No surprise that they are in the financial situation that they are. I am sending the same letter to the president but I don't expect it to resolve anything. Just wanted to rant a bit, and make sure that the information is out there.
HTC customer service is awful
Yes, I agree with you. Personally, I think the phone is fantastic, but I will not buy HTC again just for their customer service. My phone screen cracked when I had the phone in my pocket... it was my fault, you should never have a phone in your pocket I sent the phone for repair, knowing that I was going to need to pay them to fix it. When I got the quote, the said that they needed to change the board and the case, since my phone was rooted what does that have anything to do with the cracked screen? The total repair was $300. I decided to pay to get it replace by my insurance $200 and get the warranty from the insurance company.
Good Customer Service
My HTC One At&t has a dead pixel in the screen... i just went to AT&T device support and they have tested the phone and gave me a new phone with in 30 min.. Geez i haven't faced such a hassles....
jurassicjockey said:
This is my third HTC phone. My first was a Google Nexus One, second was the One X, and then this beauty the HTC One Developer edition. Unfortunately my problems started a couple of months after I bought the phone.
The earpiece speaker stopped working. If I wanted to hear anybody, then I had to switch it to speakerphone. Inconvenient most of the time. I called customer service to see if techsupport would have any suggestions. That was futile. Reset was all that they could suggest, which had been done days earlier. I messed around with it for a few weeks trying to see if I could resolve the problem via software/firmware. I didn't want to send it in; I was going to be without a good smartphone as my One X was in pieces waiting for a new screen. I finally broke down and mailed it back.
They received it on a Monday, but didn't start work on it until Thursday. I got that phone back just over two weeks after I had sent it in. I wasn't impressed so far, but was happy to have my phone back. In the middle of my second call, the earpiece speaker stopped working again. I called customer support and suggested that I would like to have my phone replaced this time. Outright refusal. Had to be sent in for service again. I sent it in almost right away this time. After a week had gone by with no update, I called customer support to see what the
status was. Waiting for parts. I asked how long that might take. No answer for me. At this point I am already pissed with HTC customer disservice. Another 5 days go by, and I call again.
Phone is repaired, just has to go through testing, should be shipping out tomorrow (Thursday). Tomorrow comes and goes, but now it shows up on the tracking website. A good sign, thinks I. Unfortunately the tracking number shows zipcode required. I call customer service again (number is now programmed in my speed dial) and they explain that they need to check my address. Everything is the same as it was when I bought my phone, and when it was sent in the last time for service. They promise that it will ship that day (Friday - two weeks after I sent it in). Monday comes and goes with no tracking number. Call customer service again. They have to check with the repair facility that it was shipped, and they assure me that it was. Hang up. One hour later I get my tracking number. Phone is going out 4 days after they said it had shipped.
I can tolerate a lot in customer service, but I will not tolerate being lied to. HTC has lost my business permanently. And not just mine. Just weaning my wife off of a blackberry.Two months ago I would have recommended the One. Now, probably the Nexus 5 or else the MotoX. And anybody who asks for information on what phone to buy will be told in no uncertain terms what my opinion of the company is. No surprise that they are in the financial situation that they are. I am sending the same letter to the president but I don't expect it to resolve anything. Just wanted to rant a bit, and make sure that the information is out there.
Click to expand...
Click to collapse
In this day and age customer service is what makes or breaks a company. Its the truth. You are starting to see companies with great customer service excel. Amazon.com has GREAT service and they are destroying in online sales.
I think it's the HTC repair people that are the problem. At least you got your phone back. I hope they fixed it finally. It seems like HTC doesn't want to spend money to repair phones that are defective. You shouldn't have had to send it in twice.
Sent from my HTC One using xda app-developers app
I agree that it's the repair facility that is the problem. My camera took a dump on my evo 4g lte. Sent it in. Took a month before anything. Was waiting for parts, then in testing, then nothing. I found the CEOs email address and emailed him. He read it I believe, sent it to his assistant, and 3 days later they sent me a new evo. Overnight shipping. Outside of the repair shop, they made good by me.
Sent from my HTC One using xda app-developers app
jagadeeps said:
My HTC One At&t has a dead pixel in the screen... i just went to AT&T device support and they have tested the phone and gave me a new phone with in 30 min.. Geez i haven't faced such a hassles....
Click to expand...
Click to collapse
Exactly.. ATT Device support centers (totally different from their retail stores) is the way to go ANYtime.. Took my phone in due to purple camera after I first received it. Swapped it out for a new, properly functioning, one and I was out of the store in 30mins.best experience ever.. Stay away from htc service, if you have att it's truly uneccesary, except maybe in very extreme cases. I'm an HTC fan for life and will remain so.
I dare you to find customer service with ANY product this day and age that is a pleasurable experience..
*S¡gned
Well it just gets better. Phone came in this week while I was away for a few days. Finally got a chance to check it out today. Went to install CleanRom and noticed some weird issues with trying to load it. I got looking at the phone and realized that instead of my 64gb Dev phone that I purchased, they had returned a 32gb non-Dev phone. If only they were just inept...
mrrick said:
Exactly.. ATT Device support centers (totally different from their retail stores) is the way to go ANYtime.. Took my phone in due to purple camera after I first received it. Swapped it out for a new, properly functioning, one and I was out of the store in 30mins.best experience ever.. Stay away from htc service, if you have att it's truly uneccesary, except maybe in very extreme cases. I'm an HTC fan for life and will remain so.
I dare you to find customer service with ANY product this day and age that is a pleasurable experience..
*S¡gned
Click to expand...
Click to collapse
I have found quite a bit actually. XO Skins has wonderful customer support, I told them I had a crease In my screen protector and they sent me a whole new kit the same day free of charge.
Everybodies experience is always different. Ive sent my htc one x back twice to htc both times underwarranty and it was always fixed the same week I sent it and recieved it back both times the following week after I sent it. Phone was fully refurbished with a new case speaks and stickers both times and my bootloader was relocked and s-off. Best customer service I ever had. Definantly recommend htc to everyone I meet.
ImagioX1 said:
Everybodies experience is always different. Ive sent my htc one x back twice to htc both times underwarranty and it was always fixed the same week I sent it and recieved it back both times the following week after I sent it. Phone was fully refurbished with a new case speaks and stickers both times and my bootloader was relocked and s-off. Best customer service I ever had. Definantly recommend htc to everyone I meet.
Click to expand...
Click to collapse
I wish that I could say the same. 3 days after having this escalated, I still have yet to hear from HTC what they are going to do about my phone. ON hold with them again. I've probably spent about 10 hours on the phone with them in the last 7-8 weeks as I try and get the functioning phone that I paid for.
jurassicjockey said:
I wish that I could say the same. 3 days after having this escalated, I still have yet to hear from HTC what they are going to do about my phone. ON hold with them again. I've probably spent about 10 hours on the phone with them in the last 7-8 weeks as I try and get the functioning phone that I paid for.
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Click to collapse
Certain customer service centers may be worse than others. I think both times I sent my phone out it went to some place in Texas.
Sent from my HTC One using Xparent Red Tapatalk 2
What you all have to understand is that HTC support is actually a subcontractor that is contracted out to not only support HTC but other brands as well and they are region specific. When you call HTC they give you an address to ship the phone to that is simply an HTC certified repair facility. Unfortunately HTC has no control over that facility unless they receive many complaints. Then they can take away the service contract to that facility and move to another. Here in the Dallas area it was Celestica for a long time that did work for AT&T as well as RIM. They have since outsourced to Mexico and closed. I don't know who does most of the contract work now in this are. So if possible never deal with the manufacturer, instead deal with your provider and always buy the extended warranty which will cover damage that even you cause and will replace the phone for free, not repair it.
Just thought that I would post a followup. A fellow member here sent me a link with the email addresses of the upper execs of the company. I sent my first one to the head of US Operations, Jason Mackenzie. A week later after not hearing anything back, I sent one to Peter Chou. Within 24 hrs I received an email back from Mr Mackenzies office. In the meantime, I had hit a roadblock with escalations. Their computer showed that I had purchased a European model with 32 gb of ram, apparently the serial number was entered incorrectly. On the second repair they had replaced the mainboard, which resulted in my phone being returned to me the way that it was. Once Mr Mackenzie's office was involved, things started progressing, but it was still painfully slow. Received the proper phone on Friday. IF they are interested in survival, then their customer service needs to ratchet up several notches. I realize that every company makes mistakes, but the measure of customer service is how they rectify those mistakes. They failed several times in that department.
The good news is that I have a Nexus 5 on the way now.
Ive just spoke to someone from HTC and they have asked me to send in my device for repair because of blacklight bleed issues and battery issues, i was just wondering how anyone else got on? did yours come back better or worse?
Well, after google refusing to RMA my N9 with a defective screen (dark bar on screen showed up, just like it was a burn-in. Several similar reports have shown up on reddit already), I've spoken with HTC Portugal which then redirected me to their partner (repairing company) to whom I sent the device to a repair.
I got the info that the device was accepted under warranty (contrary to Google's position) for a screen repair. This was 30 days ago. Just today I called back to HTC because there is a legal limit of 30 days for repairs in Portugal and the HTC assistant was spectacular with the whole situation. They admitted promptly that the lack of parts for this device made it impossible to repair on the legal limit.
I am in fact waiting for a new device to be sent to me in a matter of a few days (or next couple of weeks): HTC appologised for the entire situation -which is not their fault anyway- and promptly answered my query by saying that they will provide me a new device and that they can not do it immediatly because they have to enquire where is there stock on the international HTC network to claim a N9 from, since there is nothing available here in Portugal.
I might have been lucky with the assistant, but this was a great costumer service and while I still don't have my device back, or a new one to replace it, the way the situation was handled was great from their side.
---------- Post added at 04:53 PM ---------- Previous post was at 04:49 PM ----------
Well, after google refusing to RMA my N9 with a defective screen (dark bar on screen showed up, just like it was a burn-in. Several similar reports have shown up on reddit already), I've spoken with HTC Portugal which then redirected me to their partner (repairing company) to whom I sent the device to a repair.
I got the info that the device was accepted under warranty (contrary to Google's position) for a screen repair. This was 30 days ago. Just today I called back to HTC because there is a legal limit of 30 days for repairs in Portugal and the HTC assistant was spectacular with the whole situation. They admitted promptly that the lack of parts for this device made it impossible to repair on the legal limit.
I am in fact waiting for a new device to be sent to me in a matter of a few days (or next couple of weeks): HTC appologised for the entire situation -which is not their fault anyway- and promptly answered my query by saying that they will provide me a new device and that they can not do it immediatly because they have to enquire where is there stock on the international HTC network to claim a N9 from, since there is nothing available here in Portugal.
I might have been lucky with the assistant, but this was a great costumer service and while I still don't have my device back, or a new one to replace it, the way the situation was handled was great from their side.
My experience was dreadful. I was told first that the case would have to be escalated and that a tech would call me the next day. They never called. I called back 3 days later and got an RMA. They didn't pay for shipping. The repair department had the device for all of 4 hours and only flashed the firmware. No repairs attempted. Then HTC left the box on the loading dock and UPS never received it, so it took a week of calling and trying to escalate to supervisors to get them to track it down. I was repeatedly told someone would call me back but they never did. Absolutely horrific customer service.
beetmonger said:
My experience was dreadful. I was told first that the case would have to be escalated and that a tech would call me the next day. They never called. I called back 3 days later and got an RMA. They didn't pay for shipping. The repair department had the device for all of 4 hours and only flashed the firmware. No repairs attempted. Then HTC left the box on the loading dock and UPS never received it, so it took a week of calling and trying to escalate to supervisors to get them to track it down. I was repeatedly told someone would call me back but they never did. Absolutely horrific customer service.
Click to expand...
Click to collapse
I'm in the same boat. I've been in contact with them for over two weeks now since my completely stock N9 decided that it was no longer going to go past the boot screen before the screen goes scrambled and the speakers make a loud noise. I tried loading a fresh factory image but it didn't make a difference. First I was told 7-10 days for a call back in Canada. I called them after a few days so they transferred me to the escalation team. I told them I wanted the flush buttons fixed too while they have it. I was suppose to get an email in 24 hours with return instructions. The next day I got another email stating I would get a call back in 7-10 days from the escalation team followed by an email asking how their service was ironically. I had fun with that one... Anyways, Friday I called them again and was told this time that I would get the email in 24 ours with return instructions, but to ignore it because they would also email me a prepaid shipping label shortly afterwards to cover shipping for me. I did get the email with the return instructions but I'm still waiting on the prepaid shipping label. I know I'm suppose to cover shipping, but a supervisor there authorized covering shipping for me and said the would email me the label. Now it's Wednesday and I'm calling them back today to see where this label is. I'm also telling them that I want a replacement, no repair. Take the frigging thing back and send me a new one.
Spent almost two hours on the phone last night with HTC and was actually told by a rep that the escalation team did not want to talk to me. I went to the local Best buy where I got my N9 4 months ago and told them about my warranty service experience with HTC. The service manager told me he would give me a new Nexus 9 right now if I bought the premium insurance plan off of them. So I did, and I highly recommend it. It complete covers all damage for two years. I could kick this thing off the table right now and smash it and best buy will give me a new one. I will never dealm with HTC again. And I have to say, my old N9 was great until it crapped out but there is a noticeable build quality improvement. The beveled edges around the frame are nicer, the screen seems nicer, and the buttons are extremely tactile and protrude far more from the frame than my old one. I could thank them enough for making the exception and I have more peace of mind with their full protection plan.
My post to HTC USA on Facebook
I bought a Nexus 9 and Nexus 9 Keyboard Folio at the end of December. The Keyboard no longer works after about 10 times of use. I can't get the device to take a charge. I just got finished with an online chat from HTC help desk. The agent is trying to tell me there is no manufacturer warranty for a $130 tablet keyboard...This surely can't be possible? I have supported HTC with the purchase of 2x HTC One M8's recommended the device to countless others, bought a Nexus 9, Keyboard, AND the worthless Magic Cover. If this is true, there is NO manufacturer warranty on this keyboard HTC has lost a customer for life.
Click to expand...
Click to collapse
HTC has the WORST customer service. I will never buy one of their products again.
I love this tablet when using it, don't get me wrong, but I only got another one because I now have the peace of mind of the full protection plan with best buy. I got an email from some manager at HTC last night after I already got my new N9 from best buy with the extended warranty and I was pissed. I laid into the guy. They we really going to ask me to try flashing a fresh factory image after all the conversations I've had with them. It's was a known hardware defect, and I'm a frigging UAT tester on a software project. They've should have known I already tried this from the note 6 calls ago. I told him that I hope Google does not choose them as a hardware partner for future Nexus devices.
Just to add to this misery-fest, my over-heating problem resurfaced (of course, since they didn't replace it) so I called and requested a replacement. The rep said they couldn't but relented after I asked to speak to a supervisor. I was sent a shipping label and sent in the tablet a second time. Today I received the tablet and...it's the exact same one. Not replaced. I called HTC again to complain and they asked for me to verify the tracking number for their own label (!) because they had no record that I'd sent it to them. Again asked to speak to a supervisor and was again promised an exchange...if I send it back to them a third time.
At this point, it will be years before I get my tablet back, and even longer before I even think about buying anything from HTC again.
I even called Google at one point to to ask them what the hell they were going to do about the ****ty service their chosen hardware partner is providing. They transferred me to the ****ty hardware partner... Twice... After asking them not to. My take away from this experience is that I'm either going to always purchase a protection plan on a new expensive device, or I'm going to buy my future Nexus devices direct from Google Play so I can deal with Google for exchanges.
---------- Post added at 10:47 AM ---------- Previous post was at 10:46 AM ----------
Wow! lol I like how the forum auto blocks out the word ****ty! ****ty ****ty ****ty! lmao Made me smile this AM!
Mine was average, I spoke to someone on the live chat system and said that the device had terrible battery and light bleed 5 minutes later I get an email saying there going to pick it up next day, it took 5 days for HTC to get it ?
They had it for 7 days and sent it back saying there was nothing wrong with it ( the screen had been replaced and I believe the battery has too ) I think they may have given me the wrong but of paper.
Not bad customer service. Everything was easily tracked and only took around 2 weeks and I now have no light bleed. Battery still seems terrible but oh well
J
Sent from my Nexus 9 using XDA Free mobile app
After sending it back a third time, they've managed to lose it again. Each call gets more complicated and each CSR gets more confused. I'm starting to think it's cheaper for them to issue UPS labels and stall until the warranty expires than to actually replace the device.
Update: amazingly, UPS delivered a replacement device yesterday. I still can't believe it, but I hope never to have to deal with these jokers again.
This was exactly my issue. Every time I called was like the first time I called. I would reiterate the issues I was having and they would offer to troubleshoot every time! I'm like "Look at the flipping notes! We've already troubleshooted! It's a hardware problem I just need the thing replaced!" I don't think HTC's contact centers were prepared for how tech savvy the average Nexus owner actually is.
FrankBullitt said:
Well, after google refusing to RMA my N9 with a defective screen (dark bar on screen showed up, just like it was a burn-in. Several similar reports have shown up on reddit already), I've spoken with HTC Portugal which then redirected me to their partner (repairing company) to whom I sent the device to a repair.
I got the info that the device was accepted under warranty (contrary to Google's position) for a screen repair. This was 30 days ago. Just today I called back to HTC because there is a legal limit of 30 days for repairs in Portugal and the HTC assistant was spectacular with the whole situation. They admitted promptly that the lack of parts for this device made it impossible to repair on the legal limit.
I am in fact waiting for a new device to be sent to me in a matter of a few days (or next couple of weeks): HTC appologised for the entire situation -which is not their fault anyway- and promptly answered my query by saying that they will provide me a new device and that they can not do it immediatly because they have to enquire where is there stock on the international HTC network to claim a N9 from, since there is nothing available here in Portugal.
I might have been lucky with the assistant, but this was a great costumer service and while I still don't have my device back, or a new one to replace it, the way the situation was handled was great from their side.
---------- Post added at 04:53 PM ---------- Previous post was at 04:49 PM ----------
Well, after google refusing to RMA my N9 with a defective screen (dark bar on screen showed up, just like it was a burn-in. Several similar reports have shown up on reddit already), I've spoken with HTC Portugal which then redirected me to their partner (repairing company) to whom I sent the device to a repair.
I got the info that the device was accepted under warranty (contrary to Google's position) for a screen repair. This was 30 days ago. Just today I called back to HTC because there is a legal limit of 30 days for repairs in Portugal and the HTC assistant was spectacular with the whole situation. They admitted promptly that the lack of parts for this device made it impossible to repair on the legal limit.
I am in fact waiting for a new device to be sent to me in a matter of a few days (or next couple of weeks): HTC appologised for the entire situation -which is not their fault anyway- and promptly answered my query by saying that they will provide me a new device and that they can not do it immediatly because they have to enquire where is there stock on the international HTC network to claim a N9 from, since there is nothing available here in Portugal.
I might have been lucky with the assistant, but this was a great costumer service and while I still don't have my device back, or a new one to replace it, the way the situation was handled was great from their side.
Click to expand...
Click to collapse
Well, after more than two months, dozens of calls, legal threats, a repair that even failed their own QC, I got my N9 back. Better yet: a new one. HT51EW (15th January 2015 build) from HTC.
Even better yet: I gave them my 32G WIFI and got a brand new 32GB LTE. :laugh:
The support from HTC was slow and I did get once a guy on the phone that was arrogant as **** and that led me to record the call (and tell him about that) so I could use it in the legal process I'm opening against them in the European Consumer Centre. They do not respect any legal obligation (deadline dates, for instance as the portuguese law requires for repairs of mobile goods) nor even have available a complaint book, which is also a legal obligation in Portugal and something taken quite seriously from our authorities.
However, most of the time I talked with a guy there that was absolutely straight forward and honest with me, explained me all the delays and why they were happening (out of stock on repair parts, out of stock in Portugal for replacements). Their repair centre is a different company that repairs for several brands (Regenersis) and they were very competent through all process. They were the ones that made a QC check when HTC sent the first unit about a week ago and they stopped the shipping and informed me that the unit had other issues and was not conformant with their standards, so I would be better waiting a few more days for a second replacement unit that passed their QC.
About the new unit:
The build is miles better than my old HT4AH, the buttons are good, absolutely no flex on the back (properly placed back cover) and the screen is 99% good. Only a bit of lightbleed on top, nothing really unbearable and much, MUCH better than my last one.
It still gets hot as hell as I'm downloding (installing right now) the OTA to the 5.1.1 (came with 5.0.1, donwloaded and installed 5.0.2 without issues).
Probably later today, at home, I'm gonna flash preview 2 of M to check how it behaves.