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Hi All,
I just wanted to give everyone a heads up about making claims to Assurion.
TL-DR
Make sure to verify the hardware is fully in tact when getting an Assurion claim. Report even the slightest defect.
I dropped my phone about 3 weeks ago. Bummer. I got my "Like New" Assurion replacement. I immediately noticed the battery door didn't seem to fit well on the replacement, and would come unclipped very easily; sometimes when pulling out of my pouch. I shrugged it off as a problem with the door itself from opening and re-closing during the S-Off process, and just planned to buy a new door.
After flashing ROMs, S-Offing, etc, I noticed the door fit perfectly on the original as I was migrating all the data from the device (door was on because WiFi wouldn't connect otherwise). Hmmmmm.
I closely looked at the two devices, and noticed a very very small bulge coming from underneath the red cover that holds the battery. The bulge is so small, it almost seems too small to cause any problems, but it is.
I called Assurion, and they told me that if I had called in sooner, they'd send a replacement, but because I was outside of my 7 day window, they would not send a replacement.
I spoke to a supervisor (before I had my morning coffee; bad idea) and laid into him. He snapped back a bit that I should have let him finish, and he'd override the policy and send me a new replacement without forcing me to make a new claim.
In closing, if you're going to make an Assurion claim, physically inspect the device very carefully and report the smallest of problems you may find, even if you can't find the cause or think you may be imagining it.
Something interesting I noticed is that the new device did not have the VOID sticker on the screw, because I was thinking about swapping the back from the old phone to the new one. They may not have noticed, but I didn't want to chance it. The good news is now, if I have to replace a screen or something, the missing VOID sticker means I can replace the parts and they won't know I was tinkering inside .
Hope this helps someone avoid future frustration.
When I was having my OG Droid replaced, they kept sending me refurb ones that had literally TON of dust under the glass (I literally could not use it outside because of how much dust it was, you couldn't see the screen). I went through like 6 of them before they just sent me a new D2G.
I highly recommend being anal as HELL when you get a refurb from them.
I also report mine as lost not broken or any of that. Had a case were my mom sent one back and they said they "never got it". Believe me when I say this my mom sent the broken phone back. If they want their phones back they should us a carrier that allows tracking. That said if you are going to send one back be sure to get proof of shipping from the post office. That at least proves you shipped it then it can be between them and not you and them.
Edit:
And before someone jumps my ****, its not like I "loose" phones everyday. I have only had one claim on the EVO3D about a year ago or more.
zone23 said:
I also report mine as lost not broken or any of that. Had a case were my mom sent one back and they said they "never got it". Believe me when I say this my mom sent the broken phone back. If they want their phones back they should us a carrier that allows tracking. That said if you are going to send one back be sure to get proof of shipping from the post office. That at least proves you shipped it then it can be between them and not you and them.
Edit:
And before someone jumps my ****, its not like I "loose" phones everyday. I have only had one claim on the EVO3D about a year ago or more.
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I had the same issue with returning my brother's dumbphone. They said they had not received the phone and charged the account $519. Luckily I had held on to the proof of shipment. Two months later and after my account had been suspended twice for not paying the balance they corrected the error.
Sent from my RezAwesome S-Off running Scott's CleanROM 4.5
zone23 said:
I also report mine as lost not broken or any of that. Had a case were my mom sent one back and they said they "never got it". Believe me when I say this my mom sent the broken phone back. If they want their phones back they should us a carrier that allows tracking. That said if you are going to send one back be sure to get proof of shipping from the post office. That at least proves you shipped it then it can be between them and not you and them.
Edit:
And before someone jumps my ****, its not like I "loose" phones everyday. I have only had one claim on the EVO3D about a year ago or more.
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Thank you very much. I hadn't thought about that. I'll be sure to get proof of shipment from the post office.
Cheers!
Asurion DROPPED me from my insurance saying I filed too many claims in a year, when in fact they were on different phones and 14 months apart. I called Verizon and Asurion, they realized they misappropriated a claim I made for my mom on her DInc2 that my baby brother decided needed a bath. They said I should have used all of her information on the claim, I told them no because it asked for the account holder info which is in fact ME.
zone23 said:
I also report mine as lost not broken or any of that. Had a case were my mom sent one back and they said they "never got it". Believe me when I say this my mom sent the broken phone back. If they want their phones back they should us a carrier that allows tracking. That said if you are going to send one back be sure to get proof of shipping from the post office. That at least proves you shipped it then it can be between them and not you and them.
Edit:
And before someone jumps my ****, its not like I "loose" phones everyday. I have only had one claim on the EVO3D about a year ago or more.
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so my screen is cracked because i dropped it. should i report it stolen? or just send it back? btw NEVER broke a phone before this one...
antp121 said:
so my screen is cracked because i dropped it. should i report it stolen? or just send it back? btw NEVER broke a phone before this one...
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Its the old "do as I say not as I do" its insurance fraud when in fact you still have the phone. You are lying to the insurance company..
PM sent..
Wait, WTF? They didn't send you a BNIB rezound? I busted my D2 back a year + ago and they sent out a BNIB. If I have to pay 100 bucks for a "deductible" they better send me a new one. not a refurb POS.
Well I am glad you all had GREAT experience with Assurion. I have had 1 bad experience and it ticked me off. Had a 32gb iPhone 4S. Notice the S there. Well long story short screen cracked, paid 200, got a new one sent to me. BNIB! Well I open it. Hmm something is not right here. Wait what is this? A iphone 4? Wheres my S. Wait theres more. There is a memory change? 16GB? Really? I called and the Support said that is the phone I had insured. NOOOOOOOOOOO SIR. Thats like using a strap on with the wife. Its just wrong! So I called Verizon thinking last resort ill argue with these guys. OMFG! Not only did they contact Assurion for me, but they gave me a 200 Credit on my account, and all I had to do was take the iPhone they sent me to a Verizon store and they replaced it with a 32GB iPhone 4S. Which needless to say I gave to my wife, for her sweet brand new REZOUND!! Never been happier!!
Get rid of Asurion
It is overpriced and refurbs suck! I use SquareTrade. If they cannot fix it, they give me full retail for it deposited right to my paypal.
And they are cheaper than Asurion
Weird they would send you a refurub.. My friends replacement from Asurion was brand new in box. Mine too.
zetsumeikuro said:
Weird they would send you a refurub.. My friends replacement from Asurion was brand new in box. Mine too.
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I think it depends on stock. I've received both. I had a work phone stolen and they sent me a BNIB. Same for my WinMo device that was broken by the case VZW sold me.
It's odd how they replace things. When the power button broke on my OG Droid they told me to just send the unit itself and nothing else. I got a refurbished in return. When I bricked my Incredible they sent me a brand new unit with all the accessories and everything.
Sent from my Transformer TF101 using Tapatalk 2
ProtectCell rocks...just sayin
sabwjawdjw said:
Well I am glad you all had GREAT experience with Assurion. I have had 1 bad experience and it ticked me off. Had a 32gb iPhone 4S. Notice the S there. Well long story short screen cracked, paid 200, got a new one sent to me. BNIB! Well I open it. Hmm something is not right here. Wait what is this? A iphone 4? Wheres my S. Wait theres more. There is a memory change? 16GB? Really? I called and the Support said that is the phone I had insured. NOOOOOOOOOOO SIR. Thats like using a strap on with the wife. Its just wrong! So I called Verizon thinking last resort ill argue with these guys. OMFG! Not only did they contact Assurion for me, but they gave me a 200 Credit on my account, and all I had to do was take the iPhone they sent me to a Verizon store and they replaced it with a 32GB iPhone 4S. Which needless to say I gave to my wife, for her sweet brand new REZOUND!! Never been happier!!
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Damn now that's good service on Verizon's part. But if the 4 had 32gb of memory, how the hell can you tell the 4 and 4s apart? It's the same phone with a new letter behind it and marked up price tag?
Sent from my ADR6425LVW using Tapatalk 2
Ok i never had a problem with asurion and I am still a noob but I got a custom rom! (4 bricks)finally learned enough to feel less noon. My point is this. All phones should be reported lost. You can keep the broke one and who knows, maybe you learn enough to fix it. I'm still kicking myself in the ass about the one I sent back for a black screen. I know exactly how to fix it now but I sent it back. Grrrrrr
Sent from my LG-P920 using xda premium
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
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 ...
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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)
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.
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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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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.
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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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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.
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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.
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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.