Related
Two weeks ago, I bought my Amaze and two days after having it I noticed it had a dead pixel that would only turn white or red. Immediately I took it back to where I bought it expecting them to just give me a new phone instead of having to ship it away to HTC. But apparently being shipped from factory with a dead pixel is not a good enough reason to declare it DOA and just replace it, so instead they sent it away and told me that it would take 2-6 weeks to come back. I'm rather frustrated and unimpressed with their service. Does anyone have any suggestions to make this better or any relating customer service experiences?
Sent from my HTC Desire using xda premium
I've been with Telus since 1996 and have no complaints about their customer service. I can understand your frustration after only 2 weeks but I think that is pretty standard for Canadian carriers.
no way. here in US they give you 14 days if you wanna get another phone or exchange they will do it, or if you have insurance and you bricked your phone they send you another one before you send the defective one back,
That really sucks. If it is a warranty thing, they send you the phone first. You then have 7 days to send the old one back. If you have the extended warranty coverage, you get the phone with next day shipping.
Hi all,
I know there are many threads about the yellow tint problem on the XS, but, is anyone else finding it very hard to get a replacement from Sony because of this issue?
I've been waiting for well over a month now because they keep saying they have no displays or replacement units!
I bought an official Italian product from one of the biggest retail chains in Italy.
This is just not acceptible from Sony imho, I'm seriously thinking of selling my XS and getting something else..
Please share any bad experiences..
P.s. The yellow tint is now starting to turn brown!
Well, what will you get instead? A One X? Which has dead pixel issues, flickering screen issues, screen gap issues, etc?
I think Sony is being really careful with the replacement screens - this involves extra QA that slows it down.
I would not want to be the person in charge of the first screen QA...
Honestly I don't know what I'd get to replace it, but last time I had on official product from my country and needed warranty from Samsung they replaced it same day because they didn't have spare parts (Faulty SGS2).
I'm just annoyed about the aftersales, I have no problem with the XS (a part from the screen, obviuosly).
I paid premium for my XS and I expect to get treated accordingly!
I worked for years in the aftersales department of a large company and if we didn't have parts we'd replace the entire unit, the most important thing was keeping the customers happy. All Sony has said is "next week" followed by "next week" the week after and so on.
adam1000rr said:
Honestly I don't know what I'd get to replace it, but last time I had on official product from my country and needed warranty from Samsung they replaced it same day because they didn't have spare parts (Faulty SGS2).
I'm just annoyed about the aftersales, I have no problem with the XS (a part from the screen, obviuosly).
I paid premium for my XS and I expect to get treated accordingly!
I worked for years in the aftersales department of a large company and if we didn't have parts we'd replace the entire unit, the most important thing was keeping the customers happy. All Sony has said is "next week" followed by "next week" the week after and so on.
Click to expand...
Click to collapse
maybe ring them back and tell them you want your phone back repaired or a new one within a time limit ( say a week for example) or you are going to trading standards, citizens advice etc, I'm not sure what these are called in Italy but I assume you have similar
adam1000rr said:
Honestly I don't know what I'd get to replace it, but last time I had on official product from my country and needed warranty from Samsung they replaced it same day because they didn't have spare parts (Faulty SGS2).
I'm just annoyed about the aftersales, I have no problem with the XS (a part from the screen, obviuosly).
I paid premium for my XS and I expect to get treated accordingly!
I worked for years in the aftersales department of a large company and if we didn't have parts we'd replace the entire unit, the most important thing was keeping the customers happy. All Sony has said is "next week" followed by "next week" the week after and so on.
Click to expand...
Click to collapse
I have been told pretty much the same. I was told only yesterday that the remaining component they are waiting for will arrive tommorrow, and now I have just found out that it wont arrive till Monday. Phone has been at service centre since 26th April.
I first contacted Sony on the 11th of April, I'm still waiting..
It's weird that you have to do everything via Sony when you bought it a a retail store.
AFAIK the retailstore has to "fix" your problem.
I could get a replacement pretty easily, they even came to my house and replaced the phone at my front door.
That's true within the 1st 15 days from purchase (in Italy), my yellow tint appeared a couple of days later..
Today I got responce from Sony Mobile of Greece, they told me that they are waiting for the replacement screen from start of July!!!!! WTF??? maybe they are trying to short out the problem and manufacturing new parts with different construction methods...(!)
I just got mad today... two more months??? And the bad thing is that now that the weather is hot and my phone reaches 47°C the tint is worse than ever!!!! Screw me Sony!!
reptile64 said:
Today I got responce from Sony Mobile of Greece, they told me that they are waiting for the replacement screen from start of July!!!!! WTF??? maybe they are trying to short out the problem and manufacturing new parts with different construction methods...(!)
I just got mad today... two more months??? And the bad thing is that now that the weather is hot and my phone reaches 47°C the tint is worse than ever!!!! Screw me Sony!!
Click to expand...
Click to collapse
If we should screw every manufacture that has problems with bad phones, you would be without a phone...
no manufacture is faultless
I got a call from the Sony service center on Friday and thought "finally"!
Only to find out seconds later that they have received only the black displays...
I told the guy that my problem was with the display so he informed me the display is actually attached to the outer shell so I have to wait for white parts to arrive..
Seems like a bad solution to me from the start.
What happens if i damage the plastic by dropping my phone? Do I have to get a new display too to replace it? WTF?
T-Mobile in the UK replaced mine for a new one with no hassle, very good service.
This is what I usually do when the situation requires a very long wait. Go back to the service center during peak hour, make sure that many people is around, pretend to be very frustrated and raise your voice almost to the point of shouting. Demand to see a more senior staff like the manager and keep your voice up and refuse to leave until you get a satisfactory response. Make sure that everyone is listening.....demand for a refund!!! ( so you can buy another xperia s). They can do it but only to a very unhappy customer. Also mention your friend is in the press. That will force them to exchange your phone one for one! It usually works for me. ( you might need to write your script and memorize it). Good luck!
I got a replacement in 7 days... My replacement got approved in 3 days... Took4 days for processing and despatch
Sent from my LT26i using xda premium
milton.bain said:
I got a replacement in 7 days... My replacement got approved in 3 days... Took4 days for processing and despatch
Sent from my LT26i using xda premium
Click to expand...
Click to collapse
replacement of what?? is only the screen or phone replacement?
lost.dark said:
replacement of what?? is only the screen or phone replacement?
Click to expand...
Click to collapse
The phone itself. So the guys told me preserve the job sheet as our has new imei no.
Sent from my LT26i using xda premium
i sent my xperia s white to the german sony service partner. it took about one month (4 1/2 weeks) until i got my device back. My story in short words:
- sent to service because of the yellow tint issue. Also wanted a refurbishment of the cover. Both, Sony and the Service Company told me that this is no problem and won't take longer than usual (3 business days).
- after first week I got a call. Refurbishment not possible. I would have to pay als the display exchange or I have to send it to them for one more time to do this. The Sony processes won't allow such a combination. The costs would be around 180€. I decided to not do a refurbishment. Just the display exchange.
- after second week they found out, that have no more exchange parts. I don't know why it took one or two weeks to order new spare parts.
- after third week they told me that they are not able to repair it, because they dont get any spare parts.
- i just had the device for a few days and then it was 70€ cheaper already. I got very angry because they wanted to send it back without any repair done. No display exchange, no refurbishment.
- It took me a lot of mails and a lot of calls until they changed their mind and in the fourth week they exchanged my display and cover (its now black) and after one month (4 1/2 weeks) i got finally my device back. Before I had it only 2 weeks and the device was 70€ cheaper after that time.
It seems that I am not the only one in Germany. Other people did get their devices back without any repair after they have already waited for a minimum of 2 weeks
Thanks for sharing this!
I pretty much had the same problem in Germany.
the service center received my phone on april 27, TODAY (may 23) I read that the phone has been repaired and been handed over to shipping.
Almost 4 weeks is not acceptable, I think, but I dont think we can do anything about it.
I shouldnt have sent it in for repair, I should have demanded a new phone...
Lesson learned
I used to manage a service center for another large company, and if we didn't have spare parts we'd exchange the product completely, seems like common sense to me..
Getting people to wait over a month is not gonna make them happy, especially if they paid 500€ for a brand new phone!
Inviato dal mio LG-P970 con Tapatalk 2
adam1000rr said:
All Sony has said is "next week" followed by "next week" the week after and so on.
Click to expand...
Click to collapse
I sent my unit in for repairs. After two weeks, the didn't repair it but gave me a new unit. no more yellow tint.
However, I have heard many stories like yours from many brands in Italy.
If less than 10 days have passed, ask for "diritto di recesso".
(Next time get the car and come buy a new phone in Lugano, most of the times it's cheaper).
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
So my camera did that green screen thing for the third time. I've had it repaired twice but now Asus is saying my warranty has run out and they won't repair it without charging me, and they won't know the charge till they receive my unit. Does anyone know how I could fix it myself or know a company that won't charge me an arm and a leg? Or even how much Asus would charge?
Sent from my Transformer Prime TF201 using xda app-developers app
Any problem that has been repaired is warrantied for 3 months. So your tablets warranty expiring makes no difference and the fact they have now done it twice suggests it's time they send you a new one /refurb it's what most manufacturers do.
sstar said:
Any problem that has been repaired is warrantied for 3 months. So your tablets warranty expiring makes no difference and the fact they have now done it twice suggests it's time they send you a new one /refurb it's what most manufacturers do.
Click to expand...
Click to collapse
I agree. However I last got it repaired in Sept, so we are way past the 90 days. I told them the same thing but they refuse to do anything about it. I have spoken to a couple different supers and was told the same by both, they'll repair and charge me. Total bull****. Horrible customer service.
Sent from my HTC VLE_U using xda app-developers app
Update: I went to usa.asus.com and under the service tab, selected Escalation Mail Box. I sent my information including my case # and explained the issue. It states they will contact back in 48 hours which didn't happen, it took just over a week. They have "approved a one-time courtesy out of warranty repair and waving the fee." They are even paying for shipping. So if you have anything like this, try contacting Escalations.
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.
Click to expand...
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.