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Anyone else have issues with Verizon when sending a phone back? I've sent 2 back and never received a text saying they got the phone.
What I do get is a text saying they will charge me $500+ if I don't return the device. Now I can understand making a mistake once, but this is the second time they are trying to take almost $600 from me.
I checked the tracking number for the latest phone & it was signed for a week ago. Yet today I get a text saying send phone back or else. I'm not sure what to do with this company anymore. Cancel my contract or what? I hope this made sense, I'm sick as hell & been drinking cough syrup all day.
Sent from my ADR6400L using Tapatalk
JillyBohnson said:
Anyone else have issues with Verizon when sending a phone back? I've sent 2 back and never received a text saying they got the phone.
What I do get is a text saying they will charge me $500+ if I don't return the device. Now I can understand making a mistake once, but this is the second time they are trying to take almost $600 from me.
I checked the tracking number for the latest phone & it was signed for a week ago. Yet today I get a text saying send phone back or else. I'm not sure what to do with this company anymore. Cancel my contract or what? I hope this made sense, I'm sick as hell & been drinking cough syrup all day.
Sent from my ADR6400L using Tapatalk
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Have you called Verizon? Take a screen shot of the tracking saying they got it so you have proof, and if need be, send it to them.
Sent from my HTC GingerBolt powered by Gingeritis 3D 1.0 Beta VII
This happened to me in June. Verizon was expecting me to send back the phone I had prior to the thunderbolt, a droid 2. Apparently the rep selected the wrong ESN during the return process.
Just give them a call when you have about 30 minutes and it should all get worked out.
This just happened to me and the phone was sitting in the warehouse but never checked in. Yeah I didnt want to pay $500 either.
After shattering my screen, I'm on my second EVO 3D sent by Asurion. Both reboot constantly. I can reproduce it on the second phone (which is remanufactured) - it happens after I turn the phone on to the lock screen, and let the phone sit there until it sleeps on its own. About 15 seconds after the screen goes dark, it reboots. Hardware version is 2.
So now asurion is sending me a third phone. Do they even test these phones that are sent back??? It seems they are sending me all the phones that wouldn't work because of constant reboots, without actually changing or "remanufacturing" anything!
Ahaha good luck. I have gone through 6-7 replacements before. Refurbs are horrible
Sent from my HTC Evo 3D.
Does this happen out of the box/with no apps?
When I broke my screen (like an idiot, never happened to me EVER) Asurion sent me a replacement phone, it was brand new (was like a month after the release of the 3D, didn't have refurbs then) and it did exactly the same thing yours did, so they sent a new one.
The one they sent (that I currently have) is flawless, don't get any reboots by itself, screen is straight, no dust under the screen or light leakage BUT it has one dead pixel on the bottom left, I tried to get it replaced, they did sent a new one, but that one had more dead pixels so I stuck with the one they first replaced. Unfortunately, I don't think they do test them but in my experience they had no issues sending a replacement for the replacement. It's a pain but at least you'll get one that works... eventually.
I am still on the first 3D I got from sprint 3 days before it was released to the public release. No problems. Couldn't be happier.
Sent from my PG86100 using xda premium
1 dead pixel on mine, got it pre launch day but the dead pixel came 2 months later. I deal with it.
Sent from my PG86100 using Tapatalk
phatmanxxl said:
Does this happen out of the box/with no apps?
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Yes.
Sent from my PG86100 using XDA App
sparhawk6 said:
After shattering my screen, I'm on my second EVO 3D sent by Asurion. Both reboot constantly. I can reproduce it on the second phone (which is remanufactured) - it happens after I turn the phone on to the lock screen, and let the phone sit there until it sleeps on its own. About 15 seconds after the screen goes dark, it reboots. Hardware version is 2.
So now asurion is sending me a third phone. Do they even test these phones that are sent back??? It seems they are sending me all the phones that wouldn't work because of constant reboots, without actually changing or "remanufacturing" anything!
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Well, let em get to number 5 and then they will send you the check for the value of the phone and you get to go buy a brand new one.
It is amazing how crappy the quality of Asurion's replacements are.
I've always used blacktie through bestbuy but even then they don't test the phone unless you ask them too, example I had them replace the OG evo for me for a shattered screen and when I got it back the mic was busted. Because I had no idea it was busted before I gave it to them, they didn't check it and I got back a worthless phone lol.
If you get another bad phone, tell them you want a new one, not refurbished because of all the problems you have been having with them...I did that for my wife when she got her 3rd bad phone, and they sent the new one...maybe I just got lucky, but it wont hurt to ask.
taminrob said:
If you get another bad phone, tell them you want a new one, not refurbished because of all the problems you have been having with them...I did that for my wife when she got her 3rd bad phone, and they sent the new one...maybe I just got lucky, but it wont hurt to ask.
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Except my first replacement WAS new, but it rebooted constantly.
UPDATE: I'm on my third phone. This one froze 3 times in the first few hours, and I think it rebooted once, but hasn't frozen or rebooted since (in the subsequent ~20 hours). Crossing my fingers, especially since this is an HBOOT 1.3
I just dropped my 3D in water and have TEP so I'm covered. What HBOOTs are Assurion replacements coming with?
The common Hboots have been 1.40. At least in my experience.
I love asurion...gave me my last 3 upgrades free!
Well I'm sticking to this third phone. No reboots in 2 days (although I am getting a funny skipping problem in PlayerPro).
In summary, I got 2 new phones, both with HBOOT 1.30. I also got a refurb that was 1.50.
I definitely sympathize with your frustrations with Asurion. They're sending out terrible devices and I've yet to figure out what the cause is. I'm the lead tech at my Sprint S&R location and have exchanged a high number of these phones because of defective units shipped by Asurion.
The policy in all corporate Sprint S&R locations is to replace these devices in store instead of making customers go back through Asurion even though it's covered under the Asurion 1 year warranty. Granted they will most likely have to order it, but you'll still get it in the same amount of time it would take Asurion to send it, if not faster.
I would suggest asking a tech to replace your screen before spending the $100 on your deductible. I harvest screens just for this reason and replace them on a daily basis.
TL : DR - If it breaks Sprint can fix it. If Asurion sends it and it doesn't work, Sprint will replace it.
I would also make sure you factory reset each new phone you get before you use it! Fixes a lot of issues for phones!
Sent from my SAMSUNG-SGH-I997 using Tapatalk
AdriVelazquez said:
The common Hboots have been 1.40. At least in my experience.
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They replaced my og evo with a bnib e3d with hboot 1.40. I did the claim on Monday and had the phone on Tuesday of this week.
Sent from my PG86100 using Tapatalk
speedracerbubba said:
They replaced my og evo with a bnib e3d with hboot 1.40. I did the claim on Monday and had the phone on Tuesday of this week.
Sent from my PG86100 using Tapatalk
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AdriVelazquez said:
The common Hboots have been 1.40. At least in my experience.
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sparhawk6 said:
Well I'm sticking to this third phone. No reboots in 2 days (although I am getting a funny skipping problem in PlayerPro).
In summary, I got 2 new phones, both with HBOOT 1.30. I also got a refurb that was 1.50.
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Thanks folks. Submitted my claim last night and the new phone will be here today.
I bought htc dna online from verizonwireless.com. When I called verizon customer service about returning this and getting a galaxy s3 I got 2 different answers
Rep1 : I have to ship this phone back. Wait until the phone goes back and then order a new phone online or in-store
Rep2: Goto the store and return htc and get samsung.
Do you all know who is right ?
If rep1 is right it looks like I will be without a phone for few days.
What is the best way to get a different phone and keep the same phone number.
Thanks
I don't see why you couldn't return it in store. I have bought accessories (never a phone, though) on the VZW site and returned them in store numerous times so why should a phone be any different?
Sent from my HTC6435LVW
both seem to be right. Go to the store so you can just exchange it on the spot rather than have to wait for it to reach them then get a new one.
Yeah you can bring back a phone you bought online to a brick and mortar. Just make sure its a corporate store and be prepared to pay a restocking fee that they probably won't waive. I've done it several times with no problem.
Sent from my HTC6435LVW using Tapatalk 2
Just switched from Verizon to T-Mobile, and got an HTC One.This phone is amazing in every way and I fully intend to keep it for a very long time.
Mine does have a few of the issues affecting many models. Notably, there is a slight ledge where the glass meets the metal near my top speaker, which is felt every time I pull down the notification bar. Additionally, I have a small gap (very small, hardly noticeable) on the top and bottom speaker plates. Finally, I have one stuck pixel (read: always on) near the top of the display; I tried the various pixel-fix apps, but they were all unsuccessful at fixing the pixel.
Most of these are very minor complaints, but still, they are there. I bought the phone online from T-Mobile.com, got it brand new in the box a few days ago. What is the best route to have this replaced with another One? Should I call T-Mobile, call HTC, or go to a T-Mobile store? Also, are all replacements refurbished?
P.S. I have not rooted, s-off'd, or flashed any recoveries/ROMs (haven't felt the need so far on this phone!)
Just call Tmo if you got the insurance bindle you will get it in one business day. Great system if you did not then you will get it in 3-7 business days. Not all replacements are refurbished
Sent from my HTC One using xda app-developers app
Awesome, thanks cromo8. I've got a new One on the way. There was a $5 service fee, in case anyone else is wondering.
Sent from my HTC One using Tapatalk 4 Beta
Just an update for those who may be going through the same process as me: I am currently on my second replacement unit. The first one they sent was a refurbished model, when I was told I'd be getting a new unit. The second, and the one I am on now also has a stuck pixel, and gap issues. I am contemplating getting a third replacement, but am starting to wonder if this is the best course of action. Will I get some kind of red flag on my account for so many calls/replacements? I will follow up with pictures for those interested.
Sent from my HTC One using Tapatalk 4 Beta
Hey MC.. I have the same exact issues you do except my stuck pixel is in the bottom left right above the back arrow. I have called in for a replacement and if you are within your remorse period you should be getting a brand new sealed retail packaged phone.. I have been sent 2 refurb phones already and am finally getting a brand new one sent out to me.. if they are processing you replacement thru warranty then you will def get a refurb.. gotta make sure the place a order for the phone as an upgrade.. you will be charged for the new phone unless you send the original back within a week.
I am now on my fourth HTC One, and this one appears to be (almost) perfect. The only very small issue with this unit is that the power button is very stiff. I think I can finally enjoy this seriously amazing device.
Sent from my HTC One using Tapatalk 4 Beta
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.