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I purchased a Touch Pro 35 days ago from Sprint. The phone just completely died, and sprint is telling me to contact Assurion for a replacement since the 30 day return period is over.
Does anyone know if Assurion is sending out refurbished or new Touch Pros? Is the Touch Pro so new that refurbs have not actually been made yet?
It would be a shame if I receive a refurbished phone, when just last month I paid alot of money for a new one.
I appreciate any and all replys
the phones that is being sent out is new that is what my replacment was
Who cares?
The truth is with any htc slide phone you get you will end up replacing it at least yearly because they just don't last. They put new casings without scratches, just the internals are refirbs. And when that one wears out it will be time to upgrade anyway.
Asurion will probably tell you to go back to Sprint. You should only be getting a replacement from them if you have a non-warranty issue. If the phone refuses to boot, and there's no signs of damage (outside of normal wear-and-tear), then it's a warranty issue and Sprint should either replace it or send it out to be repaired.
I work as a tech in a Verizon Wireless, and have seen Asurion refuse to replace phones for warranty problems. Their replacements are definitely refurbished, and I've even seen franken-phones come from them (phones built from parts from more than one model of phone!).
I'd suggest calling Sprint again and tell them to get off their butts and honor your warranty.
CmdrThisk said:
Asurion will probably tell you to go back to Sprint. You should only be getting a replacement from them if you have a non-warranty issue. If the phone refuses to boot, and there's no signs of damage (outside of normal wear-and-tear), then it's a warranty issue and Sprint should either replace it or send it out to be repaired.
I work as a tech in a Verizon Wireless, and have seen Asurion refuse to replace phones for warranty problems. Their replacements are definitely refurbished, and I've even seen franken-phones come from them (phones built from parts from more than one model of phone!).
I'd suggest calling Sprint again and tell them to get off their butts and honor your warranty.
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Click to collapse
Sprint often tries to dodge doing the warranty work, but I agree this is probably a warranty issue, that should be handled as such. If Sprint won't do it HTC can be reached directly, the HTC warranty contact information is in the back of the manual that came with your Touch Pro.
But people who have received Touch Pro replacements via Asurion have been getting brand new devices.
I'd press for a warranty replacement, simply because there won't be any deductible involved in warranty repair/replacement.
It's always better to get new instead of refabs. Think of new car versus used car .
Warranty
Verizon warranties their phones for a year if it isnt damaged. As long as its a manufacturer defect i think sprint should warranty it. Ive had HTCs for about 3 years now. The only ones that i had to replace was my Titan when it flew off the trunk of a car. And the ones assurion sent me were junk. the charging ports were out of them. So i made them send me a new one.
I too would contact sprint and ask them to do a warranty replacement. Provided you don't have any water damage etc ... If it just quit working it should be covered. If you damaged it, then contact assurion.
CmdrThisk said:
Asurion will probably tell you to go back to Sprint. You should only be getting a replacement from them if you have a non-warranty issue. If the phone refuses to boot, and there's no signs of damage (outside of normal wear-and-tear), then it's a warranty issue and Sprint should either replace it or send it out to be repaired.
I work as a tech in a Verizon Wireless, and have seen Asurion refuse to replace phones for warranty problems. Their replacements are definitely refurbished, and I've even seen franken-phones come from them (phones built from parts from more than one model of phone!).
I'd suggest calling Sprint again and tell them to get off their butts and honor your warranty.
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i work as a tech for sprint...he's right...it should be replaced in store if you havent damaged it
he could be living in a non corporate area and that kiosk/dealer/affiliate may not be able to do warranty swaps
Assurion did right by me
Back in January I had to get my Titan replaced after the USB port was damaged. When I called it in to Assurion, I was told that they had no Titans available, "would I mind if they sent me a Touch Pro instead?" Nope, not at all. Paid my $50 deductable and got a shiny brand new TP in the mail 2 days later.
Sorry to hear of the poor experience some of you have reported, but I must say they treated me first class.
NOW's the Time!
SMiLEsCRiES said:
I purchased a Touch Pro 35 days ago from Sprint. The phone just completely died, and sprint is telling me to contact Assurion for a replacement since the 30 day return period is over.
Does anyone know if Assurion is sending out refurbished or new Touch Pros? Is the Touch Pro so new that refurbs have not actually been made yet?
It would be a shame if I receive a refurbished phone, when just last month I paid alot of money for a new one.
I appreciate any and all replys
Click to expand...
Click to collapse
Look good man this is what it comes down to. Call up Asurion before March is up. In April the price for elite phones like our TP, will go from 50, to 100! If your phone so much as flashes a pixel in the wrong way, send it in NOW! Sprint is soo beautiful for this! Because they are changing the terms of the TEP we all get $400 dollar plus phones for $50. They don't only send you a phone and a charger, they send you the whole deal!
I'm using the phone and my reception has skyrocketed from the Mogul! I'VE HAD 450 KB/s TRANSFER RATES WITHOUT 5 BARS! This has, for me, solidified my continuing (once flagging) partnership with Sprint. I love e'm now; probably until I have to talk to a customer service rep, but hey it's not like Verizon, the #1 CDMA supplier (And there is no way in hell I could do GSM with their out of whack version of 3G) is any better, they're actually worse!
Do it now. Don't be caught after the fact having to pay more for what you could have gotten now, for less.
Asurion prices
I sell VZW. And so far we have not been told about any price changes to our deductiples for tier 2 phones. I just actually had mine replaced (due to a cracked screen) with saturday delivery for $50. and there was no notice in the box from asurion either. And they sent me a brand new in the box.
I got my Mogul replaced with a TP a few weeks ago. A letter, or booklet I should say, came from Assurion a few days later. It outlined the new deductibles for pretty much all the high end phones. I don't know where it is and can't remember if it was only Sprint specific. I do know that it had something in there saying to get a complete list of phones go to Sprint's website. That's not to say that it didn't say anything about other carriers. I just don't remember. Either way, sometime in early to mid April, the deductible is going up to $100 for high end Sprint phones.
I have 4 bad pixel's on my HTC one I bought it brand new for retail off ebay. I see alot of these problem's going on and people geting worst phone's back so instead of playing the return and hope to get a good one game I have contacted HTC with the problem they are aware of the problem and will fix the phone for free ( you just pay shipping to them ) and promise and perfect display when it leave's so I will post back ( about 2 week's...) to see if they really did fix it right.
kjfan985 said:
I have 4 bad pixel's on my HTC one I bought it brand new for retail off ebay. I see alot of these problem's going on and people geting worst phone's back so instead of playing the return and hope to get a good one game I have contacted HTC with the problem they are aware of the problem and will fix the phone for free ( you just pay shipping to them ) and promise and perfect display when it leave's so I will post back ( about 2 week's...) to see if they really did fix it right.
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So I purchase a product from them that does not meet their own standards? Then I have to pay to ship it back to them, and then wait 2 weeks for the device I just purchased. Yikes!
Yeah that is not right...I argued the best they could do is pay shipping back..time's like this is when I wish I had Att so I could go right to the store...( have stright talk reason why I bought it online ) If I do send it back I will have no phone for 2 week's wish they would do what apple doe's and send a new phone first but they won't.
kjfan985 said:
Yeah that is not right...I argued the best they could do is pay shipping back..time's like this is when I wish I had Att so I could go right to the store...( have stright talk reason why I bought it online ) If I do send it back I will have no phone for 2 week's wish they would do what apple doe's and send a new phone first but they won't.
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They wouldn't do an advanced replacement?
Sent from my HTC One using Tapatalk 2
Had a dead pixel on my One I picked up yesterday and I went back in and exchanged it. I can live with the screen gap but I'll be damned if I have to stare at a dead pixel for 2 years. Once you know it's there, it's all you can think about.
I got a replacement yesterday. It had a dead pixel. Just a single one but it drove me crazy and my eyes would constantly gravitate to it. Fought with them all morning because they told me to exchange it in a store, no stores are carrying the 64gb in inventory so they said they would send me a return label and once they get this device send me another. I called back multiple times and fought with multiple people. Eventually I got a supervisor that made it so they send me the replacement first, then I send back this one. It took a lot of fighting and a lot of calls but they eventually did it. The supervisor actually had to get approval from her supervisor. It was a hellish morning and I'm glad I finally got it sorted. Already got an email about the order for the replacement so that's a good sign. Man their customer service has taken a nosedive. It never used to be this difficult to do an exchange. When the last rep answered "thank you for calling att where pur customers are the #1 priority I couldn't help to laugh and say 'that's not true'"
Sent from my HTC One using Tapatalk 2
DJSLINKARD said:
Had a dead pixel on my One I picked up yesterday and I went back in and exchanged it. I can live with the screen gap but I'll be damned if I have to stare at a dead pixel for 2 years. Once you know it's there, it's all you can think about.
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That is exactly how I look at it, I don't care how small it is if I know it is there I will keep looking for it...Needless to say I returned the phone I am scared to buy another one even all the one's I seen in person have dead pixel's somewhere on the screen.
What color on the screen did you notice the dead pixel?
Sent from my HTC One using xda app-developers app
Its still under warranty, why do you have to pay S&H?
I got mine today and no dead pixels or gaps I'm so lucky
Sent from my HTC One using xda app-developers app
it's lack of quality control ,they should recall them back, and replacement all device free
i have strong OCD. so i can not stand that, even only one dead pixel
Lucky you. Can you post your manufacturing details?
Sent from my HTC One using xda app-developers app
I just received my replacement by mail, zero defects! Maybe they ironed-out all their kinks. S/N ht34kw914...
jz3 said:
I just received my replacement by mail, zero defects! Maybe they ironed-out all their kinks. S/N ht34kw914...
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Was this through ATT or HTC? the jerks at HTC said they wont pay for shipping or replace .. just a repair and it will take 10 business days for me to get my phone back .. WTF ... HTC and Samsung need to get on Apple's level of Product Troubleshooting and Exchanges ...
Packer2058 said:
Was this through ATT or HTC? the jerks at HTC said they wont pay for shipping or replace .. just a repair and it will take 10 business days for me to get my phone back .. WTF ... HTC and Samsung need to get on Apple's level of Product Troubleshooting and Exchanges ...
Click to expand...
Click to collapse
This was through AT&T. If you are an AT&T customer, I would check to see if there is a warranty center in your area. They will usually make an exchange on the spot. Otherwise, call AT&T and they will send out a replacement right away and you just mail in your defective phone when you receive the new one.
I bought my phone used, does the 1 year manufacture warranty carry over to me, even though I'm not the original owner?
What are you using to find dead pixels with, they are quite small. I know certain screens/colors will reveal them nicely.
I had one dead pixel on my first HTC one it also had the speaker grill cut incorrectly. I decided to do a exchange for the same one and this one is perfect no issues. To check for dead pixels use this app it's great also shows ghosting ( https://play.google.com/store/apps/details?id=net.ujacha.deadpixel&hl=en). I love this phone btw hope this helps anyone.
Sent from my HTC One using xda premium
magicriggs said:
I bought my phone used, does the 1 year manufacture warranty carry over to me, even though I'm not the original owner?
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It should because the warranty is on the device, not the person.
Sent from the Sexiest Android Device (HTC One)
RECENT EDIT TO EXPLAIN SITUATION:
LOL wow guys really?
I've been royally screwed by AT&T so many times, them overcharging me, accidentally adding services and removing services to my account, charging me for a replacement sim when my calls would drop and would still charge me every single time to swap out a sim. When I had mobile insurance added to my account, I lost a phone, paid the deductible and they STILL would send my "reconditioned" phones that have flaws, scratches, issues. Took multiple devices before I got a half decent working one. Assurion is a POS company, honestly. Those who are PMSing over my post, seriously? You've never in your entire life lied, or done something for your personal gain? Against an organization or group that gains and benefits more from you? I really hope that all of you who're preaching ethics to me, really do live a righteous, sin-free life on a regular basis.
When I traded the S4 for the HTC One I did not know it had issues or broken. If I had a perfect working phone why would I want to go through this hassle?
Also...I pay for mobile insurance, if I wanted to take them on a ride and screw them over I could have claimed my device lost or broken and asked for a replace for the deductible of $199. MANY colleagues and people I know have done this. I didnt go that route.
1. In the past when I traded phones on craigslist, friends, family, etc. ATT would give me a tough time about it, Idk if this happened to anyone else or just my bad luck. They would ask me 100s of questions about what, why, how etc. I did not feel like dealing with that. I didnt like the S4 and hated touchwiz.
2. I didnt steal from them or not pay for anything. One of their reps told me to keep the other refurbished model as a spare, I didnt suggest it or as for it. They messed up, so I guess they felt like making up for it.
3. Yes HTC would take 14 days to send me back my device I send to them, all the while I would be phoneless. Dealing with AT&T was the best way to ensure I'd atleast be able to make and take calls in the mean time while this situation got worked out.
4. The original iPhone 5 I paid for I bought without an upgrade and paid full price of $500+, so I'm pretty sure they made so much money off me lol.
5. The new tax of 60 something cents to each customers phone bill will more than pay for a measly half broken HTC One
6. I've been grandfathered into their Unlimited Data plan and when I used to go above 2 gb or 3gb they would restrict my speeds and Bottleneck me every single time
7. To the idiot that said mentality like this gets us into recession? Lol really? I pay for the service with money I work for and want a working device.
8. The reason I had to raise my voice and yell at the reps was because they refused to let me return the defective device and wanted me to just live with it or try a different phone instead. They refused to admit that AT&T and Assurion's quality control with their "refurbished"/"reconditioned"/"like new" devices have flaws and aren't tested out properly before shipping out to customers.
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So I originally had an iPhone 5 when I decided I wanted to try something new. I fell in love with the HTC One after reading about it and playing with the store model, so sold my 5 for $500 unlocked and went to AT&T store and used my mom's upgrade and got the 32 GB One. But for some reason that did not satisfy me initially then I returned it and went to the Galaxy S4 and decided I was gonna stick with it, till the same old TouchWiz ruined the experience for me over time. Decided I wanted to go back to the HTC One because I missed the front facing speakers and blinkfeed SO MUCH. Plus Sense 5 felt a lot smoother and quicker. I was past my 14 days so traded this kid on craigslist for a 64 GB HTC One Silver. After going home I noticed dead pixels and screen discolorations on the One, I talked to AT&T and *****ed at them that the phone has issues, and dead pixels. They were skeptical as to how I went from the S4 to One again and I just told them I traded with my uncle or something. So they said they would send me a replacement warranty exchange right away.
So here it goes...
Device 1 they sent me had scratches all over the unit, non centered camera lens in the back and the vibrate rattled. So I called complained and then they sent me another one.
Device 2 had 4 dead pixels and 2 HUGE gaps. Called and yelled at them again and they said they would send me another device.
Device 3 would not charge past 85% and hold it for more than an hour. Called them and yelled at them and demanded that they fix my issue and send me a brand new device. All the while the lady that I was talking to accidentally put a request for a warranty exchange to be shipped out and she got a manager override and shipped out a brand new device to me.
Device 4 (New) & Device 5: The new unit had no vibration AT ALL, tried everything and every setting NOTHING. Device 5 was the used refurbished and was actually closer to perfect than the New in Box and Sealed device they sent me. I called and made a big fuss about the new one yet again and they said nothing could be done and I had to return both the devices and we could go from there and another new device being sent to me is out of the question. I argued some more and yelled some more before they said send back Device 4 and the manager told me to keep the Device 5 refurbished unit for now.
Device 6: I had to wait a week till they received Device 4/"New" unit before I called them and spent an hour on the phone arguing with them. So turns out they sent me out another brand new device and they're letting me keep the Device 5 refurbished unit thats working well. I asked what to do with the extra phone and their manager said "use it as an extra MP3 Player or camera..."
LOL so I'm giving one of the phones to my dad and keeping the other. Took a month but I got the better end of the deal no?
Packer2058 said:
So I originally had an iPhone 5 when I decided I wanted to try something new. I fell in love with the HTC One after reading about it and playing with the store model, so sold my 5 for $500 unlocked and went to AT&T store and used my mom's upgrade and got the 32 GB One. But for some reason that did not satisfy me initially then I returned it and went to the Galaxy S4 and decided I was gonna stick with it, till the same old TouchWiz ruined the experience for me over time. Decided I wanted to go back to the HTC One because I missed the front facing speakers and blinkfeed SO MUCH. Plus Sense 5 felt a lot smoother and quicker. I was past my 14 days so traded this kid on craigslist for a 64 GB HTC One Silver. After going home I noticed dead pixels and screen discolorations on the One, I talked to AT&T and *****ed at them that the phone has issues, and dead pixels. They were skeptical as to how I went from the S4 to One again and I just told them I traded with my uncle or something. So they said they would send me a replacement warranty exchange right away.
So here it goes...
Device 1 they sent me had scratches all over the unit, non centered camera lens in the back and the vibrate rattled. So I called complained and then they sent me another one.
Device 2 had 4 dead pixels and 2 HUGE gaps. Called and yelled at them again and they said they would send me another device.
Device 3 would not charge past 85% and hold it for more than an hour. Called them and yelled at them and demanded that they fix my issue and send me a brand new device. All the while the lady that I was talking to accidentally put a request for a warranty exchange to be shipped out and she got a manager override and shipped out a brand new device to me.
Device 4 (New) & Device 5: The new unit had no vibration AT ALL, tried everything and every setting NOTHING. Device 5 was the used refurbished and was actually closer to perfect than the New in Box and Sealed device they sent me. I called and made a big fuss about the new one yet again and they said nothing could be done and I had to return both the devices and we could go from there and another new device being sent to me is out of the question. I argued some more and yelled some more before they said send back Device 4 and the manager told me to keep the Device 5 refurbished unit for now.
Device 6: I had to wait a week till they received Device 4/"New" unit before I called them and spent an hour on the phone arguing with them. So turns out they sent me out another brand new device and they're letting me keep the Device 5 refurbished unit thats working well. I asked what to do with the extra phone and their manager said "use it as an extra MP3 Player or camera..."
LOL so I'm giving one of the phones to my dad and keeping the other. Took a month but I got the better end of the deal no?
Click to expand...
Click to collapse
Awesome man. Good to see someone screw AT&T instead of AT&T screwing the person!!
Sent from my HTC One using xda premium
I was past my 14 days so traded this kid on craigslist for a 64 GB HTC One Silver. After going home I noticed dead pixels and screen discolorations on the One, I talked to AT&T and *****ed at them that the phone has issues, and dead pixels. They were skeptical as to how I went from the S4 to One again and I just told them I traded with my uncle or something.
Click to expand...
Click to collapse
Not to be that guy, but you traded your brand new Galaxy S 4 on with someone on Craigslist, *****ed at AT&T for the Craigslist phone being messed up, and then lied to them on how you received it?
I could see how karma worked itself in your experience with AT&T.
True that...you made the trade for the scratched up One. How is that AT&T's fault? I find this whole thing to be pretty unethical.
Sent from my HTC One using xda premium
Getting the extra phone is great, but you should have called HTC. They'll repair any HTC device as long as it's still in the 1 years warranty period.
Sent from my SAMSUNG-SGH-I337 using Tapatalk 2
cdordon said:
Awesome man. Good to see someone screw AT&T instead of AT&T screwing the person!!
Sent from my HTC One using xda premium
Click to expand...
Click to collapse
haha for sure man ... in the end i almost gave up ...it was so draining
pbp8ntballer said:
Not to be that guy, but you traded your brand new Galaxy S 4 on with someone on Craigslist, *****ed at AT&T for the Craigslist phone being messed up, and then lied to them on how you received it?
I could see how karma worked itself in your experience with AT&T.
Click to expand...
Click to collapse
no dude that guy got the phone from ATT warranty exchange, he didnt even use it, when he gave it to me cosmetically it checked out ... i noticed the dead pixels after i got home... MOST of ATT's warranty exxhange refurbs have dead pixels and other issues ... and ATT deserves anything bad that could happen to them with the amount they overcharge their customers and the new little maintenance charge they added to each and every customers bill? ive been grandfathered into their Unlimited Data plan and when I used to go above 2 gb or 3gb they would restrict my speeds and Bottleneck me every single time ... F**K ATT lol
Mr.Mischief said:
Getting the extra phone is great, but you should have called HTC. They'll repair any HTC device as long as it's still in the 1 years warranty period.
Sent from my SAMSUNG-SGH-I337 using Tapatalk 2
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Click to collapse
I did call HTC, and they said it would take over 14 business days before I would see my phone again .. i didnt wanna wait that long
Packer2058 said:
no dude that guy got the phone from ATT warranty exchange, he didnt even use it, when he gave it to me cosmetically it checked out ... i noticed the dead pixels after i got home... MOST of ATT's warranty exxhange refurbs have dead pixels and other issues ... and ATT deserves anything bad that could happen to them with the amount they overcharge their customers and the new little maintenance charge they added to each and every customers bill? ive been grandfathered into their Unlimited Data plan and when I used to go above 2 gb or 3gb they would restrict my speeds and Bottleneck me every single time ... F**K ATT lol
Click to expand...
Click to collapse
That's fine and all, but still. What you did was basically unethical and in regards to what you did, you were no better than AT&T, despite their shortcomings.
JazzyCarr0t said:
True that...you made the trade for the scratched up One. How is that AT&T's fault? I find this whole thing to be pretty unethical.
Sent from my HTC One using xda premium
Click to expand...
Click to collapse
no dude that guy got the phone from ATT warranty exchange, he didnt even use it, when he gave it to me cosmetically it checked out ... i noticed the dead pixels after i got home... MOST of ATT's warranty exchange refurbs have dead pixels and other issues ... and ATT deserves anything bad that could happen to them with the amount they overcharge their customers and the new little maintenance charge they added to each and every customers bill? ive been grandfathered into their Unlimited Data plan and when I used to go above 2 gb or 3gb they would restrict my speeds and Bottleneck me every single time and sometimes i wouldnt even get HSPA+ speeds let alone LTE speeds ... F**K ATT lol... im one for morality and ethics, but not when ive gotten screwed over by someone or an organization ..
You seem not to understand that the Corporation NEVER, gets screwed. When AT&T does its audit at the end of the year they will just determine that they have to make people pay more.... Like by not honoring 18 month upgrade cycles any longer, next they will add another hundred bucks to premium devices on contract like Verizon. This stuff only screws us in the end.... You should have taken this up with HTC.
Sent from my HTC One using xda premium
Fight the power! Big companies need to bend over once in a while for their customers.
pbp8ntballer said:
Not to be that guy, but you traded your brand new Galaxy S 4 on with someone on Craigslist, *****ed at AT&T for the Craigslist phone being messed up, and then lied to them on how you received it?
I could see how karma worked itself in your experience with AT&T.
Click to expand...
Click to collapse
I agree with this. It's people with a mentally like the OP is what got us into the recession. Getting stuff and not being responsible for their decisions or actions and getting bailed out somehow.
I've had att warranty cover phones I've bought on Craigslist. Don't see a problem. I don't yell at anyone when I call though. More flies with honey ya know?
Packer2058 said:
I did call HTC, and they said it would take over 14 business days before I would see my phone again .. i didnt wanna wait that long
Click to expand...
Click to collapse
Yeah, that's a pretty accurate estimation. I'm on prepaid and I've never purchased a phone from the carrier, so I've never really been able to complain to them.
Sent from my SAMSUNG-SGH-I337 using Tapatalk 2
gunnyman said:
I've had att warranty cover phones I've bought on Craigslist. Don't see a problem. I don't yell at anyone when I call though. More flies with honey ya know?
Click to expand...
Click to collapse
That's different. Warranty states it covers any phone you are using.
Sent from my HTC One using xda app-developers app
Wow... Did you seriously just post a topic on how you cheated at&t to brag about it? I don't like at&t at all but to do this is just wrong. Not only is it unethical it's just plain stupid. Like someone mentioned you did not win in the end. AT&T will rape your ass for the next 2 years.
Personally why do we give a F about a billion dollar company like AT&T?
I personally screw them by getting the HTC One on a subside price and then porting out without getting ETF. Now that's a whole different story.
F them
Sent from my HTC One using xda premium
gunnyman said:
I've had att warranty cover phones I've bought on Craigslist. Don't see a problem. I don't yell at anyone when I call though. More flies with honey ya know?
Click to expand...
Click to collapse
I find this whole thing odd. I bought an HTC One locally, it was only 3 days out from the purchase date. The camera wouldn't focus at all. I took it to a retail store, they wanted a receipt from where it was purchased, no go. I went to the service center, they said they can exchange it when the 14 days are up. I called up 611, said I bought it locally from a 3rd party, and that the camera was broken. They checked the notes from the service center who verified the problem. They sent me out a new device, not a refurb, without any hassle, even gave me priority shipping for free.
AT&T is getting another $75 over the course of my 5 two year contracts with that new admin fee. They have also pushed upgrades from 18mo to 24mo in the last couple years, which means I pay way more than buying the phone outright. I have no problem with what the OP did, if you are getting fu**ed in the ass, at least fight it, don't sit there and take it and buy into the fear of more fees, they are coming regardless.
side808 said:
Wow... Did you seriously just post a topic on how you cheated at&t to brag about it? I don't like at&t at all but to do this is just wrong. Not only is it unethical it's just plain stupid. Like someone mentioned you did not win in the end. AT&T will rape your ass for the next 2 years.
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Click to collapse
He didn't cheat them. The phone has a warranty on it for the first year. Doesn't matter if you are the original purchaser or you bought it used. Lay off the op.
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.
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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.
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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.
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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.