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I sent my tf201 in for an RMA at the beginning of the month because the screen had started to separate, and made a horrible creaking sound whenever I picked it up. So it got back to me a week later (good turn-around time)... just to find the touch screen itself not functioning correctly. Worse yet, that creaking sound was not only still there, but now a new even louder sound was coming from the top right hand side, which when pressed caused a light-bleed like effect on the screen near the bezel. So not only was the touch screen not responding to touch, but the screen itself was not even placed on correctly or something worse had occurred. I rma'd it again a couple days later (about a week ago), and now they have my tablet listed as CID (customer induced damage ). The service center of course could give me no further information... and I am terrified after spending $680 on the tablet and dock (with taxes), that now I am going to get set back another 200$. Anyone else have a similar story with Asus RMA? I have read a few threads about wifi issues and the like, but to have the tablet returned simply not functioning, and then be told it was your fault, seems a bit outrageous.
Even worse RMA service...
I received mine for a "Christmas" gift during the whole initial release backorder problems...
Keyboard Dock only fully recognized about 25-30% of the time. I get the gift receipt for the Dock from the in-laws, go to Best Buy, Best Buy orders me a replacement that shows up about a week later.
Replacement dock has same issues, so I sign up for a VIP account and go to RMA the tablet (since it's now out of return period) through the website. RMA form captcha doesn't work. Keep trying for a week (no time to call between work/school/prepping house to sell) and still doesn't work. Find out later that the captcha is broken on Chrome/Firefox, but only on Mac. Weird.
Finally get RMA in early March. Send tablet to Asus on March 14th, they sign for it on March 19th. They enter it as "received" on March 26th, 9 days on the dock. After a phone call April 2nd, they send it back on April 17th.
I receive it and the keyboard dock works beautifully! I use the dock to do a full wipe/reset, set up all my accounts, etc. I get off work and go to use it in class as just a tablet? I have a 1" wide stripe of dead digitizer at the bottom of the screen (portrait). I e-mail ASUS immediately (Tuesday April 24th) and it is STILL marked as unread in their ticket system as I type this.
Anyone have any tips for getting this elevated? I'm going to try calling the 24-hour line right now... At this point, I want a new unit in my hands to verify it works before I send them back this one.
OS I am sorry to hear about your device, unfortunately I seem to be having a similar issue with mine. It sounds as if there is a faint creaking/popping sound coming specifically from somewhere around the right top(ish) area whenever I handle the device. My fear is that this is a precursor to something worse. I contemplated sending it in to Asus, but after all the horror stories I have read online I am absolutely terrified of letting them handle even such a small and simple issue.
To be absolutely honest, Asus typically manufacturers quality products and the Prime is no exception. However despite their quality products their service seems to be an absolute and utter nightmare. For the amount of money we spend on this product service should be top notch. Sadly enough service is a costly endeavor and repairs don't come cheap. That is no excuse though, and Asus should in all accounts not only fix these problems at their own expense in a quick and timely manner, but they should also release a thoughtful apology for those who have been wronged!
I am still waiting for them to get back with me. The CSR told me it was CID, but I never received any email explaining exactly what they believe I did in the hours I had it between RMAs. They have "escalated" the claim two times now, and I did receive a call from someone saying they would email the service center and ask them to hurry up. I was also politely told if I have further issues, I could write a letter to Asus in California. I now think that was not sarcastic but the only way I might ever see a functioning tablet come out of this.
rvest: good luck...
They finally got me an RMA number after 8 days and covered shipping. Hopeful for the end result, but not holding my breath on the result, though.
Biggest suggestion I can give anyone for an RMA.
DO NOT EMAIL THEM AT ALL ABOUT YOUR PRODUCT. Your support goes much faster and it usually better(In my experience) if you CALL THEM!
Almost...
They finally waved the CID.. not sure what exactly they waved.. but I should have the tablet back on Tuesday according to Fedex.
I still plan to file a complaint with the Better Business Bureau over this fiasco. Ridiculously poor customer service, poor support, and I will not have another Asus product again.
rvest said:
They finally waved the CID.. not sure what exactly they waved.. but I should have the tablet back on Tuesday according to Fedex.
I still plan to file a complaint with the Better Business Bureau over this fiasco. Ridiculously poor customer service, poor support, and I will not have another Asus product again.
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+1 thinking about doing the same, I still haven't gotten my 64gb back from those idiots yet...they received it on April 12th...still in repair, called several times, had it escalated several times all they said was "they will send them an email to repair center and see whats going on" "you will have to wait til we hear back from them, if we dont hear back from them then you have to keep on waiting til we all die"...........
kwazytazz said:
+1 thinking about doing the same, I still haven't gotten my 64gb back from those idiots yet...they received it on April 12th...still in repair, called several times, had it escalated several times all they said was "they will send them an email to repair center and see whats going on" "you will have to wait til we hear back from them, if we dont hear back from them then you have to keep on waiting til we all die"...........
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That is exactly what they kept telling me. But I finally got a guy who actually cared about the situation and did his best to escalate and make sure that someone saw the case... and bam my tablet is suddenly shipping back to me, "repaired"...
rvest said:
That is exactly what they kept telling me. But I finally got a guy who actually cared about the situation and did his best to escalate and make sure that someone saw the case... and bam my tablet is suddenly shipping back to me, "repaired"...
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How did you manage that? I even got a supervisor to talk to me and thats the best he did for me.....
kwazytazz said:
How did you manage that? I even got a supervisor to talk to me and thats the best he did for me.....
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I guess it's luck of the draw.. depends on who answers the phone.. most want you off the phone asap because the service company gets paid by the number of calls they take..
I understand this is not the most appropriate place to post this, but I'm sure many of you have experienced the Samsung Repair Service Centre (I would post this in a Samsung sub-forum but I couldn't find one) and you will be able to give me some advice.
So, if you want the whole story of how my phone got broke, read this: http://forum.xda-developers.com/showthread.php?p=28416155#post28416155
In short, I completely broke my Samsung Galaxy Ace plus the day after I took it out of the box. It's seemingly 100% bricked (literally no sign of life, no lights no screen no sound, nothing).
I phoned Samsung up a couple days later (after nobody replied to my emails) and I organised it to be repaired.
It's been 11 days since I sent it back.
I phoned on the 7th day to ask if it had even got there because there were no updates on my samsung product repair status page since the day I first phoned them up. I also asked if the address I was given was right (Just put on envelope "FREEPOST SAMAN REP", that was it) because it sounded invalid.
I gave them the IMEI and was told that it had reached them. I said thank you and goodbye.
Yesterday, my product repair status had finally updated to : Cancelled by ASC Non Defect (Working properly)
I rang up again.
I was on the phone for 10 minutes with this guy and he told me that they had no record of my phone arriving. He handed me on to his supervisor who I spoke to for a further 20 minutes.
She confirmed that it had not reached them yet or it had been improperly logged or it was lost in the mail.
I sent her a copy of my proof of postage through email in case it was the latter, so they could "organize something for me if it comes to the worst case scenario"
Knowing their reply rate to my emails, I doubt they'll even see it.
So, I sent off my broken phone to them like they told me to, and now they've lost it... or the address they gave me was indeed wrong like I originally expected, however it has not been sent to the return address after 10 days. I doubt the Post Office is at any fault here.
I understand how at the beginning of this mess I was at fault. I made my phone faulty through my own carelessness...
However, since then I feel like there's been an awful lot more Samsung carelessness. And it sounds like if they don't find my phone they won't even replace it, otherwise the woman over the phone wouldn't have been so ambiguous. The way she said it I expected nothing more than book voucher in return for all my trouble and their incompetence.
It's very troubling to think that my £166 may have only bought me just 1 day of pleasure and many weeks of distress.
Anyway, I'm hoping I can make the best out of a bad situation.
I have very little respect for these types of companies, and I have no problem in wrangling out a few pounds from them when they have wronged me. If this doesn't get resolved soon, I'm very tempted to go to Samsung UK directly and ask politely but firmly for a little compensation for all this crap. Maybe one of those Galaxy S3s.
Me and my Dad have been able to get similar compensations for bad service through a letter and a phone call before.
Maybe I can do something similar here.
Does anybody have any helpful advice?
bump
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.
---------- 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.
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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.
Hello, fellas.
I would like to write few words about a story between Honor's customer care department and a customer, which is me.
First of all, this is not going to be something short but I would like to say "Thank you" in advance for everyone who is patient enough to read the whole story. I have been using Honor devices for the past 4 years but I had to switch to another brand and I am not sure if I will ever get another Honor device or even suggest a friend of mine to buy a phone from Honor.
4 months ago I bought the Honor View 10 (6/128) but I was a little surprised when I saw Android 8.0 out of the box and I was surprised because meanwhile in the United States the same model was shipping with Android 8.1 out of the box, so I thought it is just a matter of time for us, the European customers, to receive the same update. But even now, the phone is still stuck on Android 8.0.
So I decided to contact Honor on Twitter and to request additional information regarding their software support. So I contacted Honorglobal with the simple question "When will the HonorView10 be updated to Android 8.1?" and they advised me that actually I have contacted the wrong team and I have to get in touch with Honor UK. Lol, why exactly Honor UK? They did not even ask where am I from and where I have bought the phone from, they literally copy/pasted a template to answer me. Anyway, I did contact Honor UK and guess their answer - you do have to contact your local Honor representatives. The funny thing is that Honor Bulgaria was advertising Honor 8 as their most recent phone and they did not have information regarding View 10. So once again, I contacted Honorglobal, they once again copy/pasted me a template and I had to contact Honor UK again.
I decided to send them an email. But after few days of waiting, I had to stick back to their twitter page. One month passed since I initially asked them when exactly the Honor View 10 is going to be updated to the latest Android 8.1. And every single day I was getting more and more frustrated by the total lack of customer support.
I decided to change my tactic and started to, literally, spam them. Every time there was a tweet from Honor UK or Honorglobal (99% of the tweets were regarding Honor 10), I was asking them in a comment regarding the update to Android 8.1. Two weeks after I started the spam tactic, I received a direct message from a page called "Honor Assistance". The message I received was stating the following information:
"There is no hardware difference between the North American model and the European one but the North American region has a priority and all major updates/features are first released for North America and after that for the rest of the world". (In case somebody wants an evidence, I can also provide you with screenshots).
I could not believe what I read. Priority? Like, are you F******* serious?
But anyway, I continued with my spam tactic and after few more days I received a tweet from Honor UK - "The 8.1 update is currently underworks and we do not know when exactly is going to be released, but hey, stay tuned."
What do they actually mean by saying "underworks"? The update is absolutely the same as the one running on BKL-L04 which is the North American model. Either they have released the phone in NA with beta version of the software or they are just joking with their customers.
Suddenly I realized that I have never received an answer to my email, even till now, I am still waiting. More than 2 months for an answer to an email from a customer. I am working as a customer care representative in a pretty big company and no matter how heavy our workload is, even with a quite of a delay, we always have to answer the customer. But it seems Honor's customer care department is not working that way.
A few days ago I noticed that I have not seen any tweets from Honor UK recently and I wanted to check them out, but guess what, they have blocked me. But not only that, an Honor-phone owner sent me a DM and told me that they actually have filtered my comments like a month ago (maybe when my spam tactic started). I was shocked, logged in with my girlfriend's account and that fella was absolutely right - most of the comments were not visible.
The device itself is great, the camera is nice, the hardware (except the display which has so crap refresh rate) is amazing but I am not wasting my money on a phone which is not going to be updated. 4 months and I have not received a single update. I had to manually flash an update from Firmware Finder.
I understand that Honor 10 is the most recent Honor flagship but the internals are pretty much the same as these into Honor View 10. So the software support could be almost identical. But no, Honor 10 is currently a priority for Honor and they are only concentrated on that one. I sold my Honor View 10 yesterday and I doubt that I will buy another phone from that brand.
I understand they have millions of customers and losing a single one (me) is nothing for them, but if you actually care about the official software and customer support, you better think again. You are not going to get it from Honor.
Thank you for reading my boring story and I wish you a wonderful day.
Best regards,
Dennis.
Totally agree with you, this is my first and last honor device.
Thank you
Yeah, I tweeted an answer to HonorUSA that they were happy with a new custom ROM. The tweet was about the site to get bootloader unlock code. No response from them, Honor open source program seems us Honor Open silence program.
It's a very good device but customers care is pretty bad
Santi_SAZ said:
Yeah, I tweeted an answer to HonorUSA that they were happy with a new custom ROM. The tweet was about the site to get bootloader unlock code. No response from them, Honor open source program seems us Honor Open silence program.
It's a very good device but customers care is pretty bad
Click to expand...
Click to collapse
Hey Santi,
The reason you didn't receive an answer about the unlock site is probably due to not having information ourselves. The site, as you know is available to obtain an unlock code. For a week or so, while the site was down, I initiated an unlock code request which I worked diligently to respond and provide as much as I could. We did tweet about the site becoming available as soon as it did.
We're working on some things internally and will be making an announcement here in the coming weeks.
I hope to improve the communication and responsiveness on our end on all channels.
To the OP,
Unfortunately, I'm in no position to speak for other regions of Honor. I'm sorry you had such a bad experience though. Hopefully there will be some news soon
-Chris
I mean is spamming really the way to go? As you're a customer service representative yourself I'm sure if you're asked information that you don't my have access too you wouldn't appreciate being spammed
Seriously guys? It's like you really aren't even trying. Not everything is a tweet or an email. Real customer service does and will continue to be on an actual phone with a person. I sent Honor USA a FB message to get their number for support. They DM'd me back in 24 hours with number. I called them and spoke to real person after 1 small transfer asking which phone I had. I had purchased a view 10 also and stupidely let it slide down my leg and onto a tile floor and completely shattering the display. I told them I was disappointed that an expensive phone didn't have basic gorilla glass etc.....even though this was MY OWN FAULT not theirs. She gave me a case number and said they will pick the phone up and send it to their Texas based repair facility all paid for via UPS next day air saver. She quoted it might take 10 days to get it fixed. They picked it up on a monday, it arrived tuesday morning in Texas. They repaired and replaced the entire display and glass (must easier I suspect) and had already shipped it back out to me THAT TUESDAY. I had it in hand by thursday all fixed and brand new looking and no charge, not even for shipping.
I'm sorry I just haven't had one single bad experience with their support yet and I've had a few issues. Maybe try calling for once? Talking like humans should be doing more. Not getting on your case it's just a symptom of this generation that thinks everything is done online completely and that real interaction is never required. If anyone would like the number let me know.
sting12345 said:
Seriously guys? It's like you really aren't even trying. Not everything is a tweet or an email. Real customer service does and will continue to be on an actual phone with a person. I sent Honor USA a FB message to get their number for support. They DM'd me back in 24 hours with number. I called them and spoke to real person after 1 small transfer asking which phone I had. I had purchased a view 10 also and stupidely let it slide down my leg and onto a tile floor and completely shattering the display. I told them I was disappointed that an expensive phone didn't have basic gorilla glass etc.....even though this was MY OWN FAULT not theirs. She gave me a case number and said they will pick the phone up and send it to their Texas based repair facility all paid for via UPS next day air saver. She quoted it might take 10 days to get it fixed. They picked it up on a monday, it arrived tuesday morning in Texas. They repaired and replaced the entire display and glass (must easier I suspect) and had already shipped it back out to me THAT TUESDAY. I had it in hand by thursday all fixed and brand new looking and no charge, not even for shipping.
I'm sorry I just haven't had one single bad experience with their support yet and I've had a few issues. Maybe try calling for once? Talking like humans should be doing more. Not getting on your case it's just a symptom of this generation that thinks everything is done online completely and that real interaction is never required. If anyone would like the number let me know.
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Click to collapse
Guess u didnt read his post fully, the customer care mentioned that US is a priority for them, so naturally u had a good experience with thr customer care their.
sting12345 said:
Seriously guys? It's like you really aren't even trying. Not everything is a tweet or an email. Real customer service does and will continue to be on an actual phone with a person. I sent Honor USA a FB message to get their number for support. They DM'd me back in 24 hours with number. I called them and spoke to real person after 1 small transfer asking which phone I had. I had purchased a view 10 also and stupidely let it slide down my leg and onto a tile floor and completely shattering the display. I told them I was disappointed that an expensive phone didn't have basic gorilla glass etc.....even though this was MY OWN FAULT not theirs. She gave me a case number and said they will pick the phone up and send it to their Texas based repair facility all paid for via UPS next day air saver. She quoted it might take 10 days to get it fixed. They picked it up on a monday, it arrived tuesday morning in Texas. They repaired and replaced the entire display and glass (must easier I suspect) and had already shipped it back out to me THAT TUESDAY. I had it in hand by thursday all fixed and brand new looking and no charge, not even for shipping.
I'm sorry I just haven't had one single bad experience with their support yet and I've had a few issues. Maybe try calling for once? Talking like humans should be doing more. Not getting on your case it's just a symptom of this generation that thinks everything is done online completely and that real interaction is never required. If anyone would like the number let me know.
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Click to collapse
Apart you're from USA, the priority region, the issue you had is a hardware, not software. ? You already have Android 8.1, we here in Europe are still waiting for the update that came out of the box for you.
ozzfan1989 said:
I mean is spamming really the way to go? As you're a customer service representative yourself I'm sure if you're asked information that you don't my have access too you wouldn't appreciate being spammed
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Click to collapse
Actually, you are wrong. When a customer asks me a question and there is not enough information, we are contacting the relevant department for such information and within 72 hours we are forwarding the information to the customer either with a phone call or via email and this is what is right. But copy/pasting the same useless answer "keep checking the social media accounts for more information" is not good at all.
sting12345 said:
Seriously guys? It's like you really aren't even trying. Not everything is a tweet or an email. Real customer service does and will continue to be on an actual phone with a person. I sent Honor USA a FB message to get their number for support. They DM'd me back in 24 hours with number. I called them and spoke to real person after 1 small transfer asking which phone I had. I had purchased a view 10 also and stupidely let it slide down my leg and onto a tile floor and completely shattering the display. I told them I was disappointed that an expensive phone didn't have basic gorilla glass etc.....even though this was MY OWN FAULT not theirs. She gave me a case number and said they will pick the phone up and send it to their Texas based repair facility all paid for via UPS next day air saver. She quoted it might take 10 days to get it fixed. They picked it up on a monday, it arrived tuesday morning in Texas. They repaired and replaced the entire display and glass (must easier I suspect) and had already shipped it back out to me THAT TUESDAY. I had it in hand by thursday all fixed and brand new looking and no charge, not even for shipping.
I'm sorry I just haven't had one single bad experience with their support yet and I've had a few issues. Maybe try calling for once? Talking like humans should be doing more. Not getting on your case it's just a symptom of this generation that thinks everything is done online completely and that real interaction is never required. If anyone would like the number let me know.
Click to expand...
Click to collapse
I did contact the Bulgarian honor representatives but as I mentioned, they are not up to date as three months ago their most recent phone was Honor 8 and they could not provide me with any information but with a suggestion to contact the UK department. If I have to contact the UK department with a phone call, my bill is going to be as expensive as the price of the device itself. The official Honorglobal page suggested me to send an email so I did it and they never turned back to me with anything, not even an automated response. And you cannot put yourself into the shoes of a European customer as your region is a priority for Honor, which they publicly admit. I hope it is clear enough now.
If it weren't for Google's project treble, I wouldn't have bought this phone.
qtoo941 said:
Actually, you are wrong. When a customer asks me a question and there is not enough information, we are contacting the relevant department for such information and within 72 hours we are forwarding the information to the customer either with a phone call or via email and this is what is right. But copy/pasting the same useless answer "keep checking the social media accounts for more information" is not good at all.
I did contact the Bulgarian honor representatives but as I mentioned, they are not up to date as three months ago their most recent phone was Honor 8 and they could not provide me with any information but with a suggestion to contact the UK department. If I have to contact the UK department with a phone call, my bill is going to be as expensive as the price of the device itself. The official Honorglobal page suggested me to send an email so I did it and they never turned back to me with anything, not even an automated response. And you cannot put yourself into the shoes of a European customer as your region is a priority for Honor, which they publicly admit. I hope it is clear enough now.
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Click to collapse
Your really mad over a simple software revision? And your complaining about it on XDA out of all places? People on here flash the update themselves ?
Edit: This is coming from a person that has no respect for Huawei after their dumbass desicion to stop providing bootloader unlock codes. @[email protected]_USA any updates on the unlock situation?
nima0003 said:
Your really mad over a simple software revision? And your complaining about it on XDA out of all places? People on here flash the update themselves
Edit: This is coming from a person that has no respect for Huawei after their dumbass desicion to stop providing bootloader unlock codes. @[email protected]_USA any updates on the unlock situation?
Click to expand...
Click to collapse
There is big difference between being mad and being disappointed. Everyone here is a customer of a particular brand, in our case, we are customers of Honor/Huawei. As a customer, you expect to receive any kind of support from Honor, if anything occurs and you need such support. I only shared my story to let the people know how bad is Honor's customer support. Do not forget that one of the reasons Apple is an iconic tech brand is their relationship with the customers.
qtoo941 said:
There is big difference between being mad and being disappointed. Everyone here is a customer of a particular brand, in our case, we are customers of Honor/Huawei. As a customer, you expect to receive any kind of support from Honor, if anything occurs and you need such support. I only shared my story to let the people know how bad is Honor's customer support. Do not forget that one of the reasons Apple is an iconic tech brand is their relationship with the customers.
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Click to collapse
You're getting disappointed in a phone OEM? Why?
Yo, I used to be on AT&T. United States. Do you realize how long we'd have to wait for an update - minor or major - when every other region in the world already got the update and, in some cases, with extra features?
You're disappointed in 8.0 to 8.1. Why?
Edit: I'm comparing an OEM that sells unlocked phones, "Huawei/Honor" to a US based carrier, "AT&T" -- not 1 to 1. But, concerning updates, which I think is relevant, some Android AT&T branded phones would be hardware identical to other regions, but we'd be almost the last region to get updates -- for even flagship phones.
Sent from my Honor View 10 using XDA Labs
Emailing them is rather useless I emailed them as soon as I heard they will stop giving out unlock codes. I asked them if I could get codes and if not using those codes will void my warranty or not. Such a simple question they never bothered reply to me either.
Siaukea said:
Emailing them is rather useless I emailed them as soon as I heard they will stop giving out unlock codes. I asked them if I could get codes and if not using those codes will void my warranty or not. Such a simple question they never bothered reply to me either.
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Click to collapse
If you obtain an unlock code alone, that will not void your warranty. Only after unlocking your bootloader will you void the warranty.