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.
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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.
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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!!
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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
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replacement of what?? is only the screen or phone replacement?
lost.dark said:
replacement of what?? is only the screen or phone replacement?
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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.
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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).
Related
I mailed in my gtablet in about 3 weeks ago to get it repaired. I checked the tracking number it arrived on the 12th. I called them on the 22nd to see if they had sent it back. i was told i would be called back by the next day to get a status update. 3 days latter i call back i am told i would be called by the next day. 1 day latter i am called back that they have no record of it being delivered to them. i give them the tracking number tell them it was delivered on the 12th. get called back today saying the tracking number was missing numbers. i have the women on the phone type in the tracking number in on usps web site. i get told shes has to talk to the people at the repair center. get a call back they they can not find the gtablet at the repair center and they are trying to find it and i should be called by tomorrow. she said if they do not find it they should replace it
twitter,
Here is your message to post:
@viewsonic because of your actions with the GTABLET, I will never buy another Viewsonic product #IwillneverbuyanotherViewsonicproduct
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I also am not happy with my experience sending my G Tablet in. I got one back but it was in bad condition compared to the new one I sent in. There was 2 stuck pixels right in the middle of the screen, heavy scratching and scuffing on the back, and the case creaked. I decided to email woot and they'll take mine back. They don't have anymore in stock though so they're issuing me a refund.
Enectic said:
I also am not happy with my experience sending my G Tablet in. I got one back but it was in bad condition compared to the new one I sent in. There was 2 stuck pixels right in the middle of the screen, heavy scratching and scuffing on the back, and the case creaked.
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This is exactly the experience I had with a Viewsonic LCD monitor several years ago. I sent it in under warranty for no backlight. It was in perfect physical condition. I got back a different monitor in deplorable condition, several pixels stuck ON and a big scratch across the screen. They refused to take the monitor back. They really suck.
I just had to RMA stuff from both Seagate and Sony. They were just as incompetent. They will lie right to your face, just to get you off the phone. All companies do this just so the return process is as painful as possible. They hope that next time you won't bother.
I doubt they care too much about your experience. If you have to return something, they figure you probably will never buy anything from them again, so why should they lift a finger to help you? It sucks, but it's how these companies do business.
just called again she said she has not been emailed back by them at the repair center. but she hopes the will have it fingered out by the end of the day. i really don't know what i can do at this point they more or less just stole it. i did insure(for $100) it with the post office i don't know if i should call them or not
So Viewsonic says they have no record of receiving it. So what?! If the USPS has a record of it being delivered, isn't that pretty conclusive? Assuming this goes on much longer, I'd contact the postal fraud department. I hear they take this stuff pretty seriously. It's possible it was delivered incorrectly, but that should still constitute an investigation.
Ok they called me last night and said they will replace my table with at brand new one and i should have it Monday so at least they are making it right.
The women from us merchant was always great to work with. its just the repair center that had the problems
johnboyjr said:
Ok they called me last night and said they will replace my table with at brand new one and i should have it Monday so at least they are making it right.
The women from us merchant was always great to work with. its just the repair center that had the problems
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Might want to change the title then:
"Do send you gtable in to get fixed!!! they will send you a brand new one"
aasoror said:
Might want to change the title then:
"Do send you gtable in to get fixed!!! they will send you a brand new one"
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Click to collapse
more like call them every hour on the hour for 3 days they might send you a new one
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.
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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
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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.
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I second that. My phone had the stuck power button failure. They sent me a label and in 3 weeks I had my phone back!!
Sent from my SAMSUNG-SGH-I717 using xda app-developers app
Got the phone back yesterday. Has a stuck pixel. I already flashed, have it set up how I like it, I'm just gonna deal with it.
Oh, and they sent me a refurb
Sent from my SGH-I717 using Tapatalk 2
This is my third HTC phone. My first was a Google Nexus One, second was the One X, and then this beauty the HTC One Developer edition. Unfortunately my problems started a couple of months after I bought the phone.
The earpiece speaker stopped working. If I wanted to hear anybody, then I had to switch it to speakerphone. Inconvenient most of the time. I called customer service to see if techsupport would have any suggestions. That was futile. Reset was all that they could suggest, which had been done days earlier. I messed around with it for a few weeks trying to see if I could resolve the problem via software/firmware. I didn't want to send it in; I was going to be without a good smartphone as my One X was in pieces waiting for a new screen. I finally broke down and mailed it back.
They received it on a Monday, but didn't start work on it until Thursday. I got that phone back just over two weeks after I had sent it in. I wasn't impressed so far, but was happy to have my phone back. In the middle of my second call, the earpiece speaker stopped working again. I called customer support and suggested that I would like to have my phone replaced this time. Outright refusal. Had to be sent in for service again. I sent it in almost right away this time. After a week had gone by with no update, I called customer support to see what the
status was. Waiting for parts. I asked how long that might take. No answer for me. At this point I am already pissed with HTC customer disservice. Another 5 days go by, and I call again.
Phone is repaired, just has to go through testing, should be shipping out tomorrow (Thursday). Tomorrow comes and goes, but now it shows up on the tracking website. A good sign, thinks I. Unfortunately the tracking number shows zipcode required. I call customer service again (number is now programmed in my speed dial) and they explain that they need to check my address. Everything is the same as it was when I bought my phone, and when it was sent in the last time for service. They promise that it will ship that day (Friday - two weeks after I sent it in). Monday comes and goes with no tracking number. Call customer service again. They have to check with the repair facility that it was shipped, and they assure me that it was. Hang up. One hour later I get my tracking number. Phone is going out 4 days after they said it had shipped.
I can tolerate a lot in customer service, but I will not tolerate being lied to. HTC has lost my business permanently. And not just mine. Just weaning my wife off of a blackberry.Two months ago I would have recommended the One. Now, probably the Nexus 5 or else the MotoX. And anybody who asks for information on what phone to buy will be told in no uncertain terms what my opinion of the company is. No surprise that they are in the financial situation that they are. I am sending the same letter to the president but I don't expect it to resolve anything. Just wanted to rant a bit, and make sure that the information is out there.
HTC customer service is awful
Yes, I agree with you. Personally, I think the phone is fantastic, but I will not buy HTC again just for their customer service. My phone screen cracked when I had the phone in my pocket... it was my fault, you should never have a phone in your pocket I sent the phone for repair, knowing that I was going to need to pay them to fix it. When I got the quote, the said that they needed to change the board and the case, since my phone was rooted what does that have anything to do with the cracked screen? The total repair was $300. I decided to pay to get it replace by my insurance $200 and get the warranty from the insurance company.
Good Customer Service
My HTC One At&t has a dead pixel in the screen... i just went to AT&T device support and they have tested the phone and gave me a new phone with in 30 min.. Geez i haven't faced such a hassles....
jurassicjockey said:
This is my third HTC phone. My first was a Google Nexus One, second was the One X, and then this beauty the HTC One Developer edition. Unfortunately my problems started a couple of months after I bought the phone.
The earpiece speaker stopped working. If I wanted to hear anybody, then I had to switch it to speakerphone. Inconvenient most of the time. I called customer service to see if techsupport would have any suggestions. That was futile. Reset was all that they could suggest, which had been done days earlier. I messed around with it for a few weeks trying to see if I could resolve the problem via software/firmware. I didn't want to send it in; I was going to be without a good smartphone as my One X was in pieces waiting for a new screen. I finally broke down and mailed it back.
They received it on a Monday, but didn't start work on it until Thursday. I got that phone back just over two weeks after I had sent it in. I wasn't impressed so far, but was happy to have my phone back. In the middle of my second call, the earpiece speaker stopped working again. I called customer support and suggested that I would like to have my phone replaced this time. Outright refusal. Had to be sent in for service again. I sent it in almost right away this time. After a week had gone by with no update, I called customer support to see what the
status was. Waiting for parts. I asked how long that might take. No answer for me. At this point I am already pissed with HTC customer disservice. Another 5 days go by, and I call again.
Phone is repaired, just has to go through testing, should be shipping out tomorrow (Thursday). Tomorrow comes and goes, but now it shows up on the tracking website. A good sign, thinks I. Unfortunately the tracking number shows zipcode required. I call customer service again (number is now programmed in my speed dial) and they explain that they need to check my address. Everything is the same as it was when I bought my phone, and when it was sent in the last time for service. They promise that it will ship that day (Friday - two weeks after I sent it in). Monday comes and goes with no tracking number. Call customer service again. They have to check with the repair facility that it was shipped, and they assure me that it was. Hang up. One hour later I get my tracking number. Phone is going out 4 days after they said it had shipped.
I can tolerate a lot in customer service, but I will not tolerate being lied to. HTC has lost my business permanently. And not just mine. Just weaning my wife off of a blackberry.Two months ago I would have recommended the One. Now, probably the Nexus 5 or else the MotoX. And anybody who asks for information on what phone to buy will be told in no uncertain terms what my opinion of the company is. No surprise that they are in the financial situation that they are. I am sending the same letter to the president but I don't expect it to resolve anything. Just wanted to rant a bit, and make sure that the information is out there.
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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....
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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
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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.
My phone is having some weird issue and I am trying everything to fix it. I have had it about a month and this issue randomly came up while listening to music. I have got it to start up normal once or twice but for now it turns on works fine but now wifi and no sim card for a couple of seconds. No wallpaper will be shown and it will reboot over and over again. Has anyone ever sent there phone back to sony and how does that work?
My Z Ultra had issues with the signal. I realized that after about a week. And it took me another couple of weeks to find time to take it to the Sony Service Center here in Bangalore, India. They said they will update firmware first to check. They called me after 4 days and found to my surprise they had replaced with a new Mobile.
So don't worry, go over to the nearest Sony Service Center and they will do what they can. My 2 cents.
smaiitm said:
My Z Ultra had issues with the signal. I realized that after about a week. And it took me another couple of weeks to find time to take it to the Sony Service Center here in Bangalore, India. They said they will update firmware first to check. They called me after 4 days and found to my surprise they had replaced with a new Mobile.
So don't worry, go over to the nearest Sony Service Center and they will do what they can. My 2 cents.
Click to expand...
Click to collapse
Thank you very much!
Had to send my C6833 in cuz the screen cracked and I don't know how it happened! I was at the Bears/Giants game a while back and I used it to take a few pictures at the 2 minute warning. Decided to leave at 30 seconds remaining. Ended up getting split up from a buddy, so I opened the flip case and noticed I had three big cracks in the screen, rendering it COMPLETELY USELESS! Ordered a replacement screen on eBay from some retailer in California, only to receive an Xperia Z screen. The retailer told me that if it wasn't the right one, there's nothing they can do for me. Argued via email for about two hours to convince them to waive the restocking fee and sent it back. Ended up sending the phone to Sony and when they looked up my IMEI number, they told me it was manufactured in Singapore (warranty doesn't cover cracks either). It's been three weeks since I shipped it to them and they don't have any news on my phone til it gets fixed. In the meantime, I'm stuck using my lousy old Archos 80 G9, which likes to restart randomly all the time. #FirstWorldProblems
Sent from my ARCHOS 80G9 using Tapatalk 4
Used my Ultra (C6802) for a week after I bought it and the screen went blank during charging
Thought it was the screen of death bug, did a hard reset and the phone wont turn on at all
Sent the phone to sony for repairs and was told that my Ultra needs to change the whole motherboard
Got it back after a month and everything seems to be okay so far
Hope they sealed it back properly
** UPDATE ** 11/27 Received an email from Sony today (after not hearing anything for a month) and apparently, it's gonna cost me $355 plus tax to replace the front touch screen.
Sent from my ARCHOS 80G9 using Tapatalk 4
All this bad news I don't like. I am using my galaxy s2 because the mini pro was not the newer mini pro like i thought it was when I bought it. I am having withdraws haha.
You want bad news? Let me get @hamdogg
This Friday it will be 5 weeks since I sent mine in for repair!! and all that was wrong was the LED charge indicator.
SHUT THE.... FRONT DOOR!
hamdogg said:
This Friday it will be 5 weeks since I sent mine in for repair!! and all that was wrong was the LED charge indicator.
SHUT THE.... FRONT DOOR!
Click to expand...
Click to collapse
I am gonna think positive.
hamdogg said:
This Friday it will be 5 weeks since I sent mine in for repair!! and all that was wrong was the LED charge indicator.
SHUT THE.... FRONT DOOR!
Click to expand...
Click to collapse
Excellent. The response i was looking for
IAmBrock said:
I am gonna think positive.
Click to expand...
Click to collapse
Give me 5 seconds.. I'll be right back.
EDIT: Alright @IAmBrock. I'm back (not that you even noticed!), and i'm bored so i contacted Sony. I'm assuming you're in the US since you've owned a My Touch 4G (real detective work there!), so i got told that Sony has a Sony Mobile service center in Laredo, Texas. It takes up to 14 days to get something repaired (and shipped back to you) IF you have the US or Canadian model. Apparently it's not that easy if you have the international version. Don't ask me why, but my guess is warranty and all that
EDIT 2: More info, since i'm already at it:
Laredo Customer Satisfaction Center
Sony Electronics Inc.
11302 Eastpoint Drive
Buidling B, Suite C
Laredo, Texas 78045
Voice: 866-357-6230; Option 3
FAX: 956-728-2109
Got serious singnal problems.
will need to take my c6833 in
Should i unroot first?
this is a big problem for me since i have the latest firmware,
so if i unroot, i wont be able to root again :crying:
LordManhattan said:
Excellent. The response i was looking for
Give me 5 seconds.. I'll be right back.
EDIT: Alright @IAmBrock. I'm back (not that you even noticed!), and i'm bored so i contacted Sony. I'm assuming you're in the US since you've owned a My Touch 4G (real detective work there!), so i got told that Sony has a Sony Mobile service center in Laredo, Texas. It takes up to 14 days to get something repaired (and shipped back to you) IF you have the US or Canadian model. Apparently it's not that easy if you have the international version. Don't ask me why, but my guess is warranty and all that
EDIT 2: More info, since i'm already at it:
Laredo Customer Satisfaction Center
Sony Electronics Inc.
11302 Eastpoint Drive
Buidling B, Suite C
Laredo, Texas 78045
Voice: 866-357-6230; Option 3
FAX: 956-728-2109
Click to expand...
Click to collapse
I think I have international version but it has been shipped to texas. I hopping it will only take 14 days but I think the lady said since it was manufactured in Singapore that it would take a fairly long time seeing they have to get the parts imported. I hope it will be here before christmas time actually way before. I miss my phone so bad that I have wasted 99.99 on an xperia mini pro from 2010 and 40$ on an HP veer from 2011. Don't ask me why. I just want my phone back so bad and going back to the samsung galaxy s2 is making it worse. It feels horrible now and I think it is having troubling holding a charge even though I just bought a new battery for it seeing my mom is using it now. Sony Xperia Z Ultra may not have the best battery but it is way better than my s2 before and after it stopped holding a charge. Thanks for contacting sony for me. It means a lot.
So far 3 weeks
After using my 6833 for 1 month lost control of the screen. It was working but it was doing what it wanted. Hard resets and on the phone to Sony didn't help. Sent the phone for repair 3 weeks ago. Every other day i call them and they say that the phone is UK version and that is why it take so much time to repair it here in Canada. They are waiting for some part. Wouldn't say about which one. No time reference for repair for non Canadian version. Theoretically it can take years. They wouldn't send replacement.
Honestly guys, i wanted bigger phone after my n7000 and note 3 wasn't big enough. Had huge hopes for Ultra. Now i deeply regret moving from samy to sony. May be i was just unlucky that my sony got broken BUT..... I spent 850 bucks on it when it just came out. Camera is ****! Software and xda development is poorer than samsung. And sony service is so bad. They should have sent replacement for me if they can't fix it fast.
Sony - big disappointment!
Next phone - back to Samsung.
andrew maliar said:
After using my 6833 for 1 month lost control of the screen. It was working but it was doing what it wanted. Hard resets and on the phone to Sony didn't help. Sent the phone for repair 3 weeks ago. Every other day i call them and they say that the phone is UK version and that is why it take so much time to repair it here in Canada. They are waiting for some part. Wouldn't say about which one. No time reference for repair for non Canadian version. Theoretically it can take years. They wouldn't send replacement.
Honestly guys, i wanted bigger phone after my n7000 and note 3 wasn't big enough. Had huge hopes for Ultra. Now i deeply regret moving from samy to sony. May be i was just unlucky that my sony got broken BUT..... I spent 850 bucks on it when it just came out. Camera is ****! Software and xda development is poorer than samsung. And sony service is so bad. They should have sent replacement for me if they can't fix it fast.
Sony - big disappointment!
Next phone - back to Samsung.
Click to expand...
Click to collapse
1. You send a device that you've purchased from another country to a local(?) service center and expect it to be a quick fix (hint: warranty)
2. You've been unlucky. Go ahead and search the forum. You won't find another person with this issue.
3. You can't compare the Ultra with a Note. The Ultra is a niche device, so you can't expect millions of people to buy it; and therefore the lack of activity in the dev section (compared to the Samsung section)
4. Sony may have poor service, but don't tell me that Samsung is any better:
"Samsung tells customer to shut up about Galaxy S4 fire and they’ll swap his burnt phone"
And let's not forget the other S4 that went up in flames yesterday, and the S3 that exploded.. Oh wait, another S4 caught fire today! But wait, there's more! Faulty battery (S4)? S4s that won't charge? An S4 that melted over night? The S4 Active isn't waterproof?
And i'll stop here - right after this one where an S4 caught fire and took the owners apartment down with it
Samsung is sure making quality devices! I'd rather have a display defect than burning to death. That's just me though.
You are right, ive been just unlucky with my ultra. I just expected too much for the 850 bucks phone. Still don't understand what is the problem with the phone which i bought from the UK unlocked and with worldwide warranty. Why it should be a problem to repair it in any different country where Sony is in business? It took 3 days for the phone to be shipped to me when i bought it and it is taking 3 weeks (so far) for some part to be shipped). I treat myself with the new phone every year and loosing it for month or two it's a big deal for me. I have to use my wife's nexus 4 with that tiny screen now. Do you feel my pain?
About Samsung. Im sure they have some issues too but I didn't have any with my n7000 for 2 years. but it's just my personal experience.
LordManhattan said:
1. You send a device that you've purchased from another country to a local(?) service center and expect it to be a quick fix (hint: warranty)
2. You've been unlucky. Go ahead and search the forum. You won't find another person with this issue.
3. You can't compare the Ultra with a Note. The Ultra is a niche device, so you can't expect millions of people to buy it; and therefore the lack of activity in the dev section (compared to the Samsung section)
4. Sony may have poor service, but don't tell me that Samsung is any better:
"Samsung tells customer to shut up about Galaxy S4 fire and they’ll swap his burnt phone"
And let's not forget the other S4 that went up in flames yesterday, and the S3 that exploded.. Oh wait, another S4 caught fire today! But wait, there's more! Faulty battery (S4)? S4s that won't charge? An S4 that melted over night? The S4 Active isn't waterproof?
And i'll stop here - right after this one where an S4 caught fire and took the owners apartment down with it
Samsung is sure making quality devices! I'd rather have a display defect than burning to death. That's just me though.
Click to expand...
Click to collapse
andrew maliar said:
You are right, ive been just unlucky with my ultra. I just expected too much for the 850 bucks phone. Still don't understand what is the problem with the phone which i bought from the UK unlocked and with worldwide warranty. Why it should be a problem to repair it in any different country where Sony is in business? It took 3 days for the phone to be shipped to me when i bought it and it is taking 3 weeks (so far) for some part to be shipped). I treat myself with the new phone every year and loosing it for month or two it's a big deal for me. I have to use my wife's nexus 4 with that tiny screen now. Do you feel my pain?
About Samsung. Im sure they have some issues too but I didn't have any with my n7000 for 2 years. but it's just my personal experience.
Click to expand...
Click to collapse
Sure, i still have my N7000, and i've never had any issues with it, but i've never had any issues with my Ultra either. It's a lottery when we buy electronics. I can't see why they should use that much time on fixing it (you do have warranty), but i guess it's just some corporate bureaucracy **** their doing. The longest i had to wait was when i had the HTC Touch back in 2007. It took them 7 weeks to swap the motherboard.
[Queen OTE=LordManhattan;48319629]Sure, i still have my N7000, and i've never had any issues with it, but i've never had any issues with my Ultra either. It's a
when we buy electronics. I can't see why they should use that much time on fixing it (you do have warranty), but i guess it's just some corporate bureaucracy **** their doing. The longest i had to wait was when i had the HTC Touch back in 2007. It took them 7 weeks to swap the motherboard.[/QUOTE]
I agree. You can be unlucky with any electronics.
If i bought some average phone for 200 bucks or so i may be expect average customer (warranty) service.
But if you buy one of the most expensive phone in the World you might wanna know if something goes wrong with it it will be done very fast or exchanged for new one.
I know it's different story but when my Samsung monitor got broken after 24 months of use (i had 36 month warranty from manufacturer. Not insurance) . They didn't even checked the monitor. The delivery guy came, brought refurbished working one and took my broken one away. End of story. I liked it a lot! It was in UK though.
megadp said:
** UPDATE ** 11/27 Received an email from Sony today (after not hearing anything for a month) and apparently, it's gonna cost me $355 plus tax to replace the front touch screen.
Sent from my ARCHOS 80G9 using Tapatalk 4
Click to expand...
Click to collapse
I had same problem too , But the 3 party repair it $200 only then happy to use again .
They are sending me a replacement phone. I hope it is the right one with lte.... They are sending me the american version will there be much of a difference?
Ive just spoke to someone from HTC and they have asked me to send in my device for repair because of blacklight bleed issues and battery issues, i was just wondering how anyone else got on? did yours come back better or worse?
Well, after google refusing to RMA my N9 with a defective screen (dark bar on screen showed up, just like it was a burn-in. Several similar reports have shown up on reddit already), I've spoken with HTC Portugal which then redirected me to their partner (repairing company) to whom I sent the device to a repair.
I got the info that the device was accepted under warranty (contrary to Google's position) for a screen repair. This was 30 days ago. Just today I called back to HTC because there is a legal limit of 30 days for repairs in Portugal and the HTC assistant was spectacular with the whole situation. They admitted promptly that the lack of parts for this device made it impossible to repair on the legal limit.
I am in fact waiting for a new device to be sent to me in a matter of a few days (or next couple of weeks): HTC appologised for the entire situation -which is not their fault anyway- and promptly answered my query by saying that they will provide me a new device and that they can not do it immediatly because they have to enquire where is there stock on the international HTC network to claim a N9 from, since there is nothing available here in Portugal.
I might have been lucky with the assistant, but this was a great costumer service and while I still don't have my device back, or a new one to replace it, the way the situation was handled was great from their side.
---------- Post added at 04:53 PM ---------- Previous post was at 04:49 PM ----------
Well, after google refusing to RMA my N9 with a defective screen (dark bar on screen showed up, just like it was a burn-in. Several similar reports have shown up on reddit already), I've spoken with HTC Portugal which then redirected me to their partner (repairing company) to whom I sent the device to a repair.
I got the info that the device was accepted under warranty (contrary to Google's position) for a screen repair. This was 30 days ago. Just today I called back to HTC because there is a legal limit of 30 days for repairs in Portugal and the HTC assistant was spectacular with the whole situation. They admitted promptly that the lack of parts for this device made it impossible to repair on the legal limit.
I am in fact waiting for a new device to be sent to me in a matter of a few days (or next couple of weeks): HTC appologised for the entire situation -which is not their fault anyway- and promptly answered my query by saying that they will provide me a new device and that they can not do it immediatly because they have to enquire where is there stock on the international HTC network to claim a N9 from, since there is nothing available here in Portugal.
I might have been lucky with the assistant, but this was a great costumer service and while I still don't have my device back, or a new one to replace it, the way the situation was handled was great from their side.
My experience was dreadful. I was told first that the case would have to be escalated and that a tech would call me the next day. They never called. I called back 3 days later and got an RMA. They didn't pay for shipping. The repair department had the device for all of 4 hours and only flashed the firmware. No repairs attempted. Then HTC left the box on the loading dock and UPS never received it, so it took a week of calling and trying to escalate to supervisors to get them to track it down. I was repeatedly told someone would call me back but they never did. Absolutely horrific customer service.
beetmonger said:
My experience was dreadful. I was told first that the case would have to be escalated and that a tech would call me the next day. They never called. I called back 3 days later and got an RMA. They didn't pay for shipping. The repair department had the device for all of 4 hours and only flashed the firmware. No repairs attempted. Then HTC left the box on the loading dock and UPS never received it, so it took a week of calling and trying to escalate to supervisors to get them to track it down. I was repeatedly told someone would call me back but they never did. Absolutely horrific customer service.
Click to expand...
Click to collapse
I'm in the same boat. I've been in contact with them for over two weeks now since my completely stock N9 decided that it was no longer going to go past the boot screen before the screen goes scrambled and the speakers make a loud noise. I tried loading a fresh factory image but it didn't make a difference. First I was told 7-10 days for a call back in Canada. I called them after a few days so they transferred me to the escalation team. I told them I wanted the flush buttons fixed too while they have it. I was suppose to get an email in 24 hours with return instructions. The next day I got another email stating I would get a call back in 7-10 days from the escalation team followed by an email asking how their service was ironically. I had fun with that one... Anyways, Friday I called them again and was told this time that I would get the email in 24 ours with return instructions, but to ignore it because they would also email me a prepaid shipping label shortly afterwards to cover shipping for me. I did get the email with the return instructions but I'm still waiting on the prepaid shipping label. I know I'm suppose to cover shipping, but a supervisor there authorized covering shipping for me and said the would email me the label. Now it's Wednesday and I'm calling them back today to see where this label is. I'm also telling them that I want a replacement, no repair. Take the frigging thing back and send me a new one.
Spent almost two hours on the phone last night with HTC and was actually told by a rep that the escalation team did not want to talk to me. I went to the local Best buy where I got my N9 4 months ago and told them about my warranty service experience with HTC. The service manager told me he would give me a new Nexus 9 right now if I bought the premium insurance plan off of them. So I did, and I highly recommend it. It complete covers all damage for two years. I could kick this thing off the table right now and smash it and best buy will give me a new one. I will never dealm with HTC again. And I have to say, my old N9 was great until it crapped out but there is a noticeable build quality improvement. The beveled edges around the frame are nicer, the screen seems nicer, and the buttons are extremely tactile and protrude far more from the frame than my old one. I could thank them enough for making the exception and I have more peace of mind with their full protection plan.
My post to HTC USA on Facebook
I bought a Nexus 9 and Nexus 9 Keyboard Folio at the end of December. The Keyboard no longer works after about 10 times of use. I can't get the device to take a charge. I just got finished with an online chat from HTC help desk. The agent is trying to tell me there is no manufacturer warranty for a $130 tablet keyboard...This surely can't be possible? I have supported HTC with the purchase of 2x HTC One M8's recommended the device to countless others, bought a Nexus 9, Keyboard, AND the worthless Magic Cover. If this is true, there is NO manufacturer warranty on this keyboard HTC has lost a customer for life.
Click to expand...
Click to collapse
HTC has the WORST customer service. I will never buy one of their products again.
I love this tablet when using it, don't get me wrong, but I only got another one because I now have the peace of mind of the full protection plan with best buy. I got an email from some manager at HTC last night after I already got my new N9 from best buy with the extended warranty and I was pissed. I laid into the guy. They we really going to ask me to try flashing a fresh factory image after all the conversations I've had with them. It's was a known hardware defect, and I'm a frigging UAT tester on a software project. They've should have known I already tried this from the note 6 calls ago. I told him that I hope Google does not choose them as a hardware partner for future Nexus devices.
Just to add to this misery-fest, my over-heating problem resurfaced (of course, since they didn't replace it) so I called and requested a replacement. The rep said they couldn't but relented after I asked to speak to a supervisor. I was sent a shipping label and sent in the tablet a second time. Today I received the tablet and...it's the exact same one. Not replaced. I called HTC again to complain and they asked for me to verify the tracking number for their own label (!) because they had no record that I'd sent it to them. Again asked to speak to a supervisor and was again promised an exchange...if I send it back to them a third time.
At this point, it will be years before I get my tablet back, and even longer before I even think about buying anything from HTC again.
I even called Google at one point to to ask them what the hell they were going to do about the ****ty service their chosen hardware partner is providing. They transferred me to the ****ty hardware partner... Twice... After asking them not to. My take away from this experience is that I'm either going to always purchase a protection plan on a new expensive device, or I'm going to buy my future Nexus devices direct from Google Play so I can deal with Google for exchanges.
---------- Post added at 10:47 AM ---------- Previous post was at 10:46 AM ----------
Wow! lol I like how the forum auto blocks out the word ****ty! ****ty ****ty ****ty! lmao Made me smile this AM!
Mine was average, I spoke to someone on the live chat system and said that the device had terrible battery and light bleed 5 minutes later I get an email saying there going to pick it up next day, it took 5 days for HTC to get it ?
They had it for 7 days and sent it back saying there was nothing wrong with it ( the screen had been replaced and I believe the battery has too ) I think they may have given me the wrong but of paper.
Not bad customer service. Everything was easily tracked and only took around 2 weeks and I now have no light bleed. Battery still seems terrible but oh well
J
Sent from my Nexus 9 using XDA Free mobile app
After sending it back a third time, they've managed to lose it again. Each call gets more complicated and each CSR gets more confused. I'm starting to think it's cheaper for them to issue UPS labels and stall until the warranty expires than to actually replace the device.
Update: amazingly, UPS delivered a replacement device yesterday. I still can't believe it, but I hope never to have to deal with these jokers again.
This was exactly my issue. Every time I called was like the first time I called. I would reiterate the issues I was having and they would offer to troubleshoot every time! I'm like "Look at the flipping notes! We've already troubleshooted! It's a hardware problem I just need the thing replaced!" I don't think HTC's contact centers were prepared for how tech savvy the average Nexus owner actually is.
FrankBullitt said:
Well, after google refusing to RMA my N9 with a defective screen (dark bar on screen showed up, just like it was a burn-in. Several similar reports have shown up on reddit already), I've spoken with HTC Portugal which then redirected me to their partner (repairing company) to whom I sent the device to a repair.
I got the info that the device was accepted under warranty (contrary to Google's position) for a screen repair. This was 30 days ago. Just today I called back to HTC because there is a legal limit of 30 days for repairs in Portugal and the HTC assistant was spectacular with the whole situation. They admitted promptly that the lack of parts for this device made it impossible to repair on the legal limit.
I am in fact waiting for a new device to be sent to me in a matter of a few days (or next couple of weeks): HTC appologised for the entire situation -which is not their fault anyway- and promptly answered my query by saying that they will provide me a new device and that they can not do it immediatly because they have to enquire where is there stock on the international HTC network to claim a N9 from, since there is nothing available here in Portugal.
I might have been lucky with the assistant, but this was a great costumer service and while I still don't have my device back, or a new one to replace it, the way the situation was handled was great from their side.
---------- Post added at 04:53 PM ---------- Previous post was at 04:49 PM ----------
Well, after google refusing to RMA my N9 with a defective screen (dark bar on screen showed up, just like it was a burn-in. Several similar reports have shown up on reddit already), I've spoken with HTC Portugal which then redirected me to their partner (repairing company) to whom I sent the device to a repair.
I got the info that the device was accepted under warranty (contrary to Google's position) for a screen repair. This was 30 days ago. Just today I called back to HTC because there is a legal limit of 30 days for repairs in Portugal and the HTC assistant was spectacular with the whole situation. They admitted promptly that the lack of parts for this device made it impossible to repair on the legal limit.
I am in fact waiting for a new device to be sent to me in a matter of a few days (or next couple of weeks): HTC appologised for the entire situation -which is not their fault anyway- and promptly answered my query by saying that they will provide me a new device and that they can not do it immediatly because they have to enquire where is there stock on the international HTC network to claim a N9 from, since there is nothing available here in Portugal.
I might have been lucky with the assistant, but this was a great costumer service and while I still don't have my device back, or a new one to replace it, the way the situation was handled was great from their side.
Click to expand...
Click to collapse
Well, after more than two months, dozens of calls, legal threats, a repair that even failed their own QC, I got my N9 back. Better yet: a new one. HT51EW (15th January 2015 build) from HTC.
Even better yet: I gave them my 32G WIFI and got a brand new 32GB LTE. :laugh:
The support from HTC was slow and I did get once a guy on the phone that was arrogant as **** and that led me to record the call (and tell him about that) so I could use it in the legal process I'm opening against them in the European Consumer Centre. They do not respect any legal obligation (deadline dates, for instance as the portuguese law requires for repairs of mobile goods) nor even have available a complaint book, which is also a legal obligation in Portugal and something taken quite seriously from our authorities.
However, most of the time I talked with a guy there that was absolutely straight forward and honest with me, explained me all the delays and why they were happening (out of stock on repair parts, out of stock in Portugal for replacements). Their repair centre is a different company that repairs for several brands (Regenersis) and they were very competent through all process. They were the ones that made a QC check when HTC sent the first unit about a week ago and they stopped the shipping and informed me that the unit had other issues and was not conformant with their standards, so I would be better waiting a few more days for a second replacement unit that passed their QC.
About the new unit:
The build is miles better than my old HT4AH, the buttons are good, absolutely no flex on the back (properly placed back cover) and the screen is 99% good. Only a bit of lightbleed on top, nothing really unbearable and much, MUCH better than my last one.
It still gets hot as hell as I'm downloding (installing right now) the OTA to the 5.1.1 (came with 5.0.1, donwloaded and installed 5.0.2 without issues).
Probably later today, at home, I'm gonna flash preview 2 of M to check how it behaves.