If anyone intends to RMA his/her Axon 7 for repair under the warranty, my experience may be of some benefit. I emailed the text below to [email protected] (chat client gave me this email) and also a copy to [email protected] today. The events are self explanatory. So before you ship your phone, check if the Repair Center has the "parts" (apparently what they mean by parts is "replacement phones"). As you can see from my email, I am sitting without a phone and neither I nor ZTE have any idea when, or for that matter if, I will ever get it back. I will report any progress when it happens.
Email Text:
"I purchased my Axon 7 64GB Ion Gold approximately 5 months ago in the USA. On May 17, 2017, the phone will not power up. So the next day, May 18, 2017 I obtained from ZTE USA an RMA and shipped the phone to the Repair Center. The Repair Center received the phone on May 24, 2017. The RMA stipulated that the phone will be repaired and shipped back to me within 10 days from the day ZTE receives it (Please see copies of the RMA and Status documents attached). Two weeks passed and I received nothing from ZTE and whenever I check the RMA Status, it is stuck on “Received” and “Estimated Shipping: 3.5 Days”. So on June 6, 2017, I contacted ZTE and chatted with James. The excuse he gave me was that the Repair Center is waiting for parts for the Gold Axon 7, but they do not know when the parts will arrive. He offered to send me immediately a Quartz Gray one until the Gold arrives, I agreed. Two days later, I heard nothing from ZTE and when I checked the Status, it had not changed, no shipping information or notification. So I contacted ZTE again and chatted with Justin. He told me that they do not have any parts and cannot ship me any phone. He could not answer why James said he is shipping the Quartz two days ago and told me again that he has no idea when the parts will arrive. So I telephoned ZTE Customer Service and talked to a supervisor. He repeated the same story and had no idea when I will get my phone back.
I love the Axon 7, it is great phone. As a matter of fact, I gave up my iPhone 7 Plus and switched to ZTE. But the experience I am suffering from is absolutely astounding and has left a very bitter taste in my mouth. I trusted you and depended on you when you promised in writing that you will complete the repair and return the phone in 10 days. But here I am stuck without a phone and your USA people cannot give me a date and have no information or a clue as to when to expect my Axon 7 back. This is totally unacceptable! I expect ZTE to act immediately to resolve this situation as any respectable company would do."
Hola
Bloody horrendous situation to be in. It is however the potential that we can face when dealing with lower cost phones especially from Asian OEM's. I have read similar horror stories when dealing with even Samsung and LG, even though they're phones are premium priced.
Undoubtedly only Apple and Google (i.e. phones bought directly from the Google online store), provide top-tier support!
I also would encourage you to create a new thread in the ZTE community forums, assuming you have not done so as yet.
Google with their top tier support... Like with the nexus 6p and it's 1 year obsolescence via irreversible broken update? ?
QAM said:
Hola
Bloody horrendous situation to be in. It is however the potential that we can face when dealing with lower cost phones especially from Asian OEM's. I have read similar horror stories when dealing with even Samsung and LG, even though they're phones are premium priced.
Undoubtedly only Apple and Google (i.e. phones bought directly from the Google online store), provide top-tier support!
I also would encourage you to create a new thread in the ZTE community forums, assuming you have not done so as yet.
Click to expand...
Click to collapse
I just did, thank you for reminding me. Apparently, many others are suffering from same problem with ZTE!
My recent RMA experience (advanced exchange)
I called on Tuesday, May 30th and requested an advanced exchange. On Friday, June 2nd a new (refurbished actually) phone arrived in good working order and perfect physical condition. I dropped my old phone off at FedEx on Sunday, June 4th and it was received yesterday, June 8th. It states "received" on the RMA tracker as I'm curious if they see the issue (https://youtu.be/73hBxUZi1Pc). You're not the first person to state no stock (ZTE forums have a few complaints lately) and I guess I got lucky?
Im waiting since 29.05.2017 for repair/replacement. They got no parts and im waiting and waiting.
My phone was stuck in DFU mode on first day :/
Also problems here in germany
QAM said:
Hola
Bloody horrendous situation to be in. It is however the potential that we can face when dealing with lower cost phones especially from Asian OEM's. I have read similar horror stories when dealing with even Samsung and LG, even though they're phones are premium priced.
Undoubtedly only Apple and Google (i.e. phones bought directly from the Google online store), provide top-tier support!
I also would encourage you to create a new thread in the ZTE community forums, assuming you have not done so as yet.
Click to expand...
Click to collapse
Although it's not an OEM nor a phone manufacturer, Amazon's support and service is the most reliable I have ever experienced in my life.
Gesendet von meinem SGP611 mit Tapatalk
ChiDi9901 said:
Although it's not an OEM nor a phone manufacturer, Amazon's support and service is the most reliable I have ever experienced in my life.
Gesendet von meinem SGP611 mit Tapatalk
Click to expand...
Click to collapse
Amazon's services are certainly great. However, the 2 year warranty on the ZTE Axon 7 is a manufacturer's warranty and not Amazon's. At the end of the day, the RMA is sent to ZTE, and so we are back to square one. ZTE must get its act together soon if they want to keep their current customers and gain new ones. Now, I am thinking seriously of selling my Axon 7 and going somewhere else "IF" I ever get my phone back!
Spillunke said:
Im waiting since 29.05.2017 for repair/replacement. They got no parts and im waiting and waiting.
My phone was stuck in DFU mode on first day :/
Also problems here in germany
Click to expand...
Click to collapse
Sorry bud but there is no such thing as dfu mode for non iOS devices.
Edit: nopidy nope I'm wrong
Android4thewin said:
Sorry bud but there is no such thing as dfu mode for non iOS devices.
Click to expand...
Click to collapse
There is Just google "Axon 7 dfu mode"
Have fun.
Android4thewin said:
Sorry bud but there is no such thing as dfu mode for non iOS devices.
Click to expand...
Click to collapse
AHHAHHAAHHAHA Please at least use Google before posting crap...
"4th category brick repair guide" is there for a reason. The mode is literally called like that
Choose an username... said:
AHHAHHAAHHAHA Please at least use Google before posting crap...
"4th category brick repair guide" is there for a reason. The mode is literally called like that
Click to expand...
Click to collapse
Never mind learn a new thing everyday
---------- Post added at 03:46 PM ---------- Previous post was at 03:41 PM ----------
Spillunke said:
There is Just google "Axon 7 dfu mode"
Have fun.
Click to expand...
Click to collapse
Thanks never knew makes sense now
Im waiting since 22.05.2017 for repair/replacement. They got no parts and im waiting and waiting
First day it starts 1 time, update the Phone via OTA, result it never starts anytime more...
My first and last ZTE Phone, fantastic Hardware but very bad service.
With my Xiaomi Phone s never have problems...they work & work....
Thomas from Germany
redmkiv said:
Im waiting since 22.05.2017 for repair/replacement. They got no parts and im waiting and waiting
First day it starts 1 time, update the Phone via OTA, result it never starts anytime more...
My first and last ZTE Phone, fantastic Hardware but very bad service.
With my Xiaomi Phone s never have problems...they work & work....
Thomas from Germany
Click to expand...
Click to collapse
ZTE states on Monday that they received shipment this week and has started shipping replacements. One person posted yesterday on ZTE Community Forum that he received his. Like you, I have been waiting since May 24 and have been checking with them every other day, no luck yet and they can't tell me if they will ship mine this week or not, so I keep hoping. There has been numerous complaints on the official ZTE Community Forum relative to ZTE's failure to repair/replace defective Axon 7 phones. Customers are very angry and pissed off.
But more importantly, today I found out that ZTE shut down it's Community Forum "site undergoing maintenance". Hopefully this is not an attempt to shut us up! As far as I know, this is still the USA!
So I've initiated 4 "advanced repairs" for my Axon 7. The 5th device I got sent to replace my failing 4th Axon 7 came and worked for like 20 minutes then powered off and will only go to DFU mode. This is a USA model too. After talking with ZTE they said they were going to escalate my issue to the escalation team because of how many duds I've gotten. The escalation team called the next day and hung up right after answering so I had to contact them again. Gotta send the failing device back first then do another advanced exchange. I love this phone but man the bull**** I've had to put up with it...
Experiencing same problem
I've been having the exact same problem as several others have mentioned in this thread. ZTE keeps telling me that they are out of parts and that they'll "hopefully" be here by the end of the week. They've been telling me this for 2 weeks and it has left me feeling very bitter about the company. I need a replacement phone and probably will not buy this again, despite the fact that I really loved the phone.
runderekrun said:
So I've initiated 4 "advanced repairs" for my Axon 7. The 5th device I got sent to replace my failing 4th Axon 7 came and worked for like 20 minutes then powered off and will only go to DFU mode. This is a USA model too. After talking with ZTE they said they were going to escalate my issue to the escalation team because of how many duds I've gotten. The escalation team called the next day and hung up right after answering so I had to contact them again. Gotta send the failing device back first then do another advanced exchange. I love this phone but man the bull**** I've had to put up with it...
Click to expand...
Click to collapse
ZTE Community Forum is back online again, a very good sign. But as of today, still no RMA replacement phones!
@TheBoozer
Thanks for your Info, my journey with ZTE is ending, if the Axon7 come s from repair i sell it.
I have 2 Xiaomi Phones for backup and i orderd the new Mi Max 2 for playing/flashing...
Hopefully you get your Phone fast....
Thomas
redmkiv said:
@TheBoozer
Thanks for your Info, my journey with ZTE is ending, if the Axon7 come s from repair i sell it.
I have 2 Xiaomi Phones for backup and i orderd the new Mi Max 2 for playing/flashing...
Hopefully you get your Phone fast....
Thomas
Click to expand...
Click to collapse
I feel exactly the same as you. If and when I get mine back and assuming the replacement is in good condition and functioning properly, I intend to sell it. I have been looking at the Galaxy S8+ and the Pixel XL. Luckily, I did not sell my iPhone 6S+ when I got the Axon 7.
ZTE-USA's headquarters is in Texas and they have satellite offices in a number of States. I tried calling the corporate office in Texas (972-671-8885) and got a message box but when I tried leaving a message, the box is full! I tried faxing them a letter (971-671-8333) but their fax machine does not pick up. The same thing happens with the satellite office. Something doesn't smell right! Anyhow, I will give them another week, if I don't get my phone back, I will mail a certified registered letter to their CEO (a Mr. Lixin Cheng) and see If I get any response (the letter is already composed and ready to mail).
What a shame and waste of time!
Axon 7 Warranty Repair Experience
Hello everyone!
I wanted to share my bad experience with Axon 7 warranty repair.
It's not a post to hate on them, the point is I would like to show you what can happen if your device breaks without any reason and you have to use the well advertised Axon Passport 2.0.
First of all, I have bought 2 of the Axon 7 phones on September 13 2016. I was using one of them on the daily basis.
Around two months ago I was using the Axon 7 as usual, but around 50% battery life my phone got real hot and it shut itself down. After that it cooled itself down so I was fairly safe that this was just the overheating issue. Maybe I have left the screen on or something - not a big deal.
Problem escalated when I came back home, tried to charge the phone and turn it back on. It did not. I tried all the different methods I have found online, tried to get into the bootloader etc. The thing that concerned me the most is that the red notification light was not light when it was plugged in.
At this point I should add that the device has not been unlocked or rooted or anything. Used stock, didn't even use any app that would optimize battery life.
I have reached out to the ZTE Support to get my device shipped to them and repaired. According to their repair status website it has arrived to the repair facility on 05/17/2017. The website also said that there are estimated 5 days until the device will be sent back.
Happy with the quick repair status I was waiting. And waiting. For more than 2 weeks.
Then I have reached out to the ZTE Support again. It was on Friday, June 2nd. I was chatting with a nice guy, he told me he is going to escalate the problem and reach out to the repair facility to get to know what's going on with the device. We agreed that he'll send me an email with the update. Haven't got one since.
Then I tried calling the ZTE Support. One week later, just to give them enough time to get to know what's wrong with the phone. This time I was talking to a very nice guy, Andrew. He actually found out that there is some kind of shortage on parts for Axon 7 and the repair parts should arrive next week. He told me he's gonna contact the repair facility and email me back. No emails from him since.
Continuing with the one week waiting time (I think it's more then enough for anyone to contact the repair facility and send any feedback back to me). I have called on the next Friday, June 16. I was talking to a lady that could not do anything, but tell me that she is gonna escalate the problem and reach out to the repair facility. Do you see the pattern?
She was even rude. I tried to tell her that I have a case number for this problem, because Andrew gave it to me one week ago. She did not want to listen, but she repeated whatever she was saying.
I told her that I'm done with all of this. I want to have a phone. It can be my repaired Axon 7, it can be a new Axon 7. It can be money back so I go and buy something else.
She told me to give her 48 hours, including weekend to escalate the problem and they will reach out to me. If not, I was told to call them AGAIN.
So I did. Few minutes ago. They still only know that there was shortage on parts. The lady I was speaking with today told me the parts are gonna arrive later today or tomorrow. And they will start shipping it immediately, but she has no idea which phones will be repaired and shipped first.
I escalated one thing. I could wait for the repair, but until June 29th. Then I'm flying to Europe, and I'll be staying there for a while. I told ZTE that I'm fine with them shipping the device to Europe if they can't make it on time. I feel like I'm not expecting much.
The problem is, lady I was speaking today told me they can not ship to Europe. So if they can't make it on time, I'll have my phone in the US, while I'll be in Europe.
She told me I can't have money back. She told me they can't send me a new device.
Do I believe them, that they will have new parts for Axon 7 today or tomorrow? Do I believe that they will send it to me before I leave? No, not really.
It's even more sad because I really like the phone. I do not want to change it. But at this point I must say I am exceptionally dissatisfied with ZTE.
Related
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.
Click to expand...
Click to collapse
In this day and age customer service is what makes or breaks a company. Its the truth. You are starting to see companies with great customer service excel. Amazon.com has GREAT service and they are destroying in online sales.
I think it's the HTC repair people that are the problem. At least you got your phone back. I hope they fixed it finally. It seems like HTC doesn't want to spend money to repair phones that are defective. You shouldn't have had to send it in twice.
Sent from my HTC One using xda app-developers app
I agree that it's the repair facility that is the problem. My camera took a dump on my evo 4g lte. Sent it in. Took a month before anything. Was waiting for parts, then in testing, then nothing. I found the CEOs email address and emailed him. He read it I believe, sent it to his assistant, and 3 days later they sent me a new evo. Overnight shipping. Outside of the repair shop, they made good by me.
Sent from my HTC One using xda app-developers app
jagadeeps said:
My HTC One At&t has a dead pixel in the screen... i just went to AT&T device support and they have tested the phone and gave me a new phone with in 30 min.. Geez i haven't faced such a hassles....
Click to expand...
Click to collapse
Exactly.. ATT Device support centers (totally different from their retail stores) is the way to go ANYtime.. Took my phone in due to purple camera after I first received it. Swapped it out for a new, properly functioning, one and I was out of the store in 30mins.best experience ever.. Stay away from htc service, if you have att it's truly uneccesary, except maybe in very extreme cases. I'm an HTC fan for life and will remain so.
I dare you to find customer service with ANY product this day and age that is a pleasurable experience..
*S¡gned
Well it just gets better. Phone came in this week while I was away for a few days. Finally got a chance to check it out today. Went to install CleanRom and noticed some weird issues with trying to load it. I got looking at the phone and realized that instead of my 64gb Dev phone that I purchased, they had returned a 32gb non-Dev phone. If only they were just inept...
mrrick said:
Exactly.. ATT Device support centers (totally different from their retail stores) is the way to go ANYtime.. Took my phone in due to purple camera after I first received it. Swapped it out for a new, properly functioning, one and I was out of the store in 30mins.best experience ever.. Stay away from htc service, if you have att it's truly uneccesary, except maybe in very extreme cases. I'm an HTC fan for life and will remain so.
I dare you to find customer service with ANY product this day and age that is a pleasurable experience..
*S¡gned
Click to expand...
Click to collapse
I have found quite a bit actually. XO Skins has wonderful customer support, I told them I had a crease In my screen protector and they sent me a whole new kit the same day free of charge.
Everybodies experience is always different. Ive sent my htc one x back twice to htc both times underwarranty and it was always fixed the same week I sent it and recieved it back both times the following week after I sent it. Phone was fully refurbished with a new case speaks and stickers both times and my bootloader was relocked and s-off. Best customer service I ever had. Definantly recommend htc to everyone I meet.
ImagioX1 said:
Everybodies experience is always different. Ive sent my htc one x back twice to htc both times underwarranty and it was always fixed the same week I sent it and recieved it back both times the following week after I sent it. Phone was fully refurbished with a new case speaks and stickers both times and my bootloader was relocked and s-off. Best customer service I ever had. Definantly recommend htc to everyone I meet.
Click to expand...
Click to collapse
I wish that I could say the same. 3 days after having this escalated, I still have yet to hear from HTC what they are going to do about my phone. ON hold with them again. I've probably spent about 10 hours on the phone with them in the last 7-8 weeks as I try and get the functioning phone that I paid for.
jurassicjockey said:
I wish that I could say the same. 3 days after having this escalated, I still have yet to hear from HTC what they are going to do about my phone. ON hold with them again. I've probably spent about 10 hours on the phone with them in the last 7-8 weeks as I try and get the functioning phone that I paid for.
Click to expand...
Click to collapse
Certain customer service centers may be worse than others. I think both times I sent my phone out it went to some place in Texas.
Sent from my HTC One using Xparent Red Tapatalk 2
What you all have to understand is that HTC support is actually a subcontractor that is contracted out to not only support HTC but other brands as well and they are region specific. When you call HTC they give you an address to ship the phone to that is simply an HTC certified repair facility. Unfortunately HTC has no control over that facility unless they receive many complaints. Then they can take away the service contract to that facility and move to another. Here in the Dallas area it was Celestica for a long time that did work for AT&T as well as RIM. They have since outsourced to Mexico and closed. I don't know who does most of the contract work now in this are. So if possible never deal with the manufacturer, instead deal with your provider and always buy the extended warranty which will cover damage that even you cause and will replace the phone for free, not repair it.
Just thought that I would post a followup. A fellow member here sent me a link with the email addresses of the upper execs of the company. I sent my first one to the head of US Operations, Jason Mackenzie. A week later after not hearing anything back, I sent one to Peter Chou. Within 24 hrs I received an email back from Mr Mackenzies office. In the meantime, I had hit a roadblock with escalations. Their computer showed that I had purchased a European model with 32 gb of ram, apparently the serial number was entered incorrectly. On the second repair they had replaced the mainboard, which resulted in my phone being returned to me the way that it was. Once Mr Mackenzie's office was involved, things started progressing, but it was still painfully slow. Received the proper phone on Friday. IF they are interested in survival, then their customer service needs to ratchet up several notches. I realize that every company makes mistakes, but the measure of customer service is how they rectify those mistakes. They failed several times in that department.
The good news is that I have a Nexus 5 on the way now.
Ive just spoke to someone from HTC and they have asked me to send in my device for repair because of blacklight bleed issues and battery issues, i was just wondering how anyone else got on? did yours come back better or worse?
Well, after google refusing to RMA my N9 with a defective screen (dark bar on screen showed up, just like it was a burn-in. Several similar reports have shown up on reddit already), I've spoken with HTC Portugal which then redirected me to their partner (repairing company) to whom I sent the device to a repair.
I got the info that the device was accepted under warranty (contrary to Google's position) for a screen repair. This was 30 days ago. Just today I called back to HTC because there is a legal limit of 30 days for repairs in Portugal and the HTC assistant was spectacular with the whole situation. They admitted promptly that the lack of parts for this device made it impossible to repair on the legal limit.
I am in fact waiting for a new device to be sent to me in a matter of a few days (or next couple of weeks): HTC appologised for the entire situation -which is not their fault anyway- and promptly answered my query by saying that they will provide me a new device and that they can not do it immediatly because they have to enquire where is there stock on the international HTC network to claim a N9 from, since there is nothing available here in Portugal.
I might have been lucky with the assistant, but this was a great costumer service and while I still don't have my device back, or a new one to replace it, the way the situation was handled was great from their side.
---------- Post added at 04:53 PM ---------- Previous post was at 04:49 PM ----------
Well, after google refusing to RMA my N9 with a defective screen (dark bar on screen showed up, just like it was a burn-in. Several similar reports have shown up on reddit already), I've spoken with HTC Portugal which then redirected me to their partner (repairing company) to whom I sent the device to a repair.
I got the info that the device was accepted under warranty (contrary to Google's position) for a screen repair. This was 30 days ago. Just today I called back to HTC because there is a legal limit of 30 days for repairs in Portugal and the HTC assistant was spectacular with the whole situation. They admitted promptly that the lack of parts for this device made it impossible to repair on the legal limit.
I am in fact waiting for a new device to be sent to me in a matter of a few days (or next couple of weeks): HTC appologised for the entire situation -which is not their fault anyway- and promptly answered my query by saying that they will provide me a new device and that they can not do it immediatly because they have to enquire where is there stock on the international HTC network to claim a N9 from, since there is nothing available here in Portugal.
I might have been lucky with the assistant, but this was a great costumer service and while I still don't have my device back, or a new one to replace it, the way the situation was handled was great from their side.
My experience was dreadful. I was told first that the case would have to be escalated and that a tech would call me the next day. They never called. I called back 3 days later and got an RMA. They didn't pay for shipping. The repair department had the device for all of 4 hours and only flashed the firmware. No repairs attempted. Then HTC left the box on the loading dock and UPS never received it, so it took a week of calling and trying to escalate to supervisors to get them to track it down. I was repeatedly told someone would call me back but they never did. Absolutely horrific customer service.
beetmonger said:
My experience was dreadful. I was told first that the case would have to be escalated and that a tech would call me the next day. They never called. I called back 3 days later and got an RMA. They didn't pay for shipping. The repair department had the device for all of 4 hours and only flashed the firmware. No repairs attempted. Then HTC left the box on the loading dock and UPS never received it, so it took a week of calling and trying to escalate to supervisors to get them to track it down. I was repeatedly told someone would call me back but they never did. Absolutely horrific customer service.
Click to expand...
Click to collapse
I'm in the same boat. I've been in contact with them for over two weeks now since my completely stock N9 decided that it was no longer going to go past the boot screen before the screen goes scrambled and the speakers make a loud noise. I tried loading a fresh factory image but it didn't make a difference. First I was told 7-10 days for a call back in Canada. I called them after a few days so they transferred me to the escalation team. I told them I wanted the flush buttons fixed too while they have it. I was suppose to get an email in 24 hours with return instructions. The next day I got another email stating I would get a call back in 7-10 days from the escalation team followed by an email asking how their service was ironically. I had fun with that one... Anyways, Friday I called them again and was told this time that I would get the email in 24 ours with return instructions, but to ignore it because they would also email me a prepaid shipping label shortly afterwards to cover shipping for me. I did get the email with the return instructions but I'm still waiting on the prepaid shipping label. I know I'm suppose to cover shipping, but a supervisor there authorized covering shipping for me and said the would email me the label. Now it's Wednesday and I'm calling them back today to see where this label is. I'm also telling them that I want a replacement, no repair. Take the frigging thing back and send me a new one.
Spent almost two hours on the phone last night with HTC and was actually told by a rep that the escalation team did not want to talk to me. I went to the local Best buy where I got my N9 4 months ago and told them about my warranty service experience with HTC. The service manager told me he would give me a new Nexus 9 right now if I bought the premium insurance plan off of them. So I did, and I highly recommend it. It complete covers all damage for two years. I could kick this thing off the table right now and smash it and best buy will give me a new one. I will never dealm with HTC again. And I have to say, my old N9 was great until it crapped out but there is a noticeable build quality improvement. The beveled edges around the frame are nicer, the screen seems nicer, and the buttons are extremely tactile and protrude far more from the frame than my old one. I could thank them enough for making the exception and I have more peace of mind with their full protection plan.
My post to HTC USA on Facebook
I bought a Nexus 9 and Nexus 9 Keyboard Folio at the end of December. The Keyboard no longer works after about 10 times of use. I can't get the device to take a charge. I just got finished with an online chat from HTC help desk. The agent is trying to tell me there is no manufacturer warranty for a $130 tablet keyboard...This surely can't be possible? I have supported HTC with the purchase of 2x HTC One M8's recommended the device to countless others, bought a Nexus 9, Keyboard, AND the worthless Magic Cover. If this is true, there is NO manufacturer warranty on this keyboard HTC has lost a customer for life.
Click to expand...
Click to collapse
HTC has the WORST customer service. I will never buy one of their products again.
I love this tablet when using it, don't get me wrong, but I only got another one because I now have the peace of mind of the full protection plan with best buy. I got an email from some manager at HTC last night after I already got my new N9 from best buy with the extended warranty and I was pissed. I laid into the guy. They we really going to ask me to try flashing a fresh factory image after all the conversations I've had with them. It's was a known hardware defect, and I'm a frigging UAT tester on a software project. They've should have known I already tried this from the note 6 calls ago. I told him that I hope Google does not choose them as a hardware partner for future Nexus devices.
Just to add to this misery-fest, my over-heating problem resurfaced (of course, since they didn't replace it) so I called and requested a replacement. The rep said they couldn't but relented after I asked to speak to a supervisor. I was sent a shipping label and sent in the tablet a second time. Today I received the tablet and...it's the exact same one. Not replaced. I called HTC again to complain and they asked for me to verify the tracking number for their own label (!) because they had no record that I'd sent it to them. Again asked to speak to a supervisor and was again promised an exchange...if I send it back to them a third time.
At this point, it will be years before I get my tablet back, and even longer before I even think about buying anything from HTC again.
I even called Google at one point to to ask them what the hell they were going to do about the ****ty service their chosen hardware partner is providing. They transferred me to the ****ty hardware partner... Twice... After asking them not to. My take away from this experience is that I'm either going to always purchase a protection plan on a new expensive device, or I'm going to buy my future Nexus devices direct from Google Play so I can deal with Google for exchanges.
---------- Post added at 10:47 AM ---------- Previous post was at 10:46 AM ----------
Wow! lol I like how the forum auto blocks out the word ****ty! ****ty ****ty ****ty! lmao Made me smile this AM!
Mine was average, I spoke to someone on the live chat system and said that the device had terrible battery and light bleed 5 minutes later I get an email saying there going to pick it up next day, it took 5 days for HTC to get it ?
They had it for 7 days and sent it back saying there was nothing wrong with it ( the screen had been replaced and I believe the battery has too ) I think they may have given me the wrong but of paper.
Not bad customer service. Everything was easily tracked and only took around 2 weeks and I now have no light bleed. Battery still seems terrible but oh well
J
Sent from my Nexus 9 using XDA Free mobile app
After sending it back a third time, they've managed to lose it again. Each call gets more complicated and each CSR gets more confused. I'm starting to think it's cheaper for them to issue UPS labels and stall until the warranty expires than to actually replace the device.
Update: amazingly, UPS delivered a replacement device yesterday. I still can't believe it, but I hope never to have to deal with these jokers again.
This was exactly my issue. Every time I called was like the first time I called. I would reiterate the issues I was having and they would offer to troubleshoot every time! I'm like "Look at the flipping notes! We've already troubleshooted! It's a hardware problem I just need the thing replaced!" I don't think HTC's contact centers were prepared for how tech savvy the average Nexus owner actually is.
FrankBullitt said:
Well, after google refusing to RMA my N9 with a defective screen (dark bar on screen showed up, just like it was a burn-in. Several similar reports have shown up on reddit already), I've spoken with HTC Portugal which then redirected me to their partner (repairing company) to whom I sent the device to a repair.
I got the info that the device was accepted under warranty (contrary to Google's position) for a screen repair. This was 30 days ago. Just today I called back to HTC because there is a legal limit of 30 days for repairs in Portugal and the HTC assistant was spectacular with the whole situation. They admitted promptly that the lack of parts for this device made it impossible to repair on the legal limit.
I am in fact waiting for a new device to be sent to me in a matter of a few days (or next couple of weeks): HTC appologised for the entire situation -which is not their fault anyway- and promptly answered my query by saying that they will provide me a new device and that they can not do it immediatly because they have to enquire where is there stock on the international HTC network to claim a N9 from, since there is nothing available here in Portugal.
I might have been lucky with the assistant, but this was a great costumer service and while I still don't have my device back, or a new one to replace it, the way the situation was handled was great from their side.
---------- Post added at 04:53 PM ---------- Previous post was at 04:49 PM ----------
Well, after google refusing to RMA my N9 with a defective screen (dark bar on screen showed up, just like it was a burn-in. Several similar reports have shown up on reddit already), I've spoken with HTC Portugal which then redirected me to their partner (repairing company) to whom I sent the device to a repair.
I got the info that the device was accepted under warranty (contrary to Google's position) for a screen repair. This was 30 days ago. Just today I called back to HTC because there is a legal limit of 30 days for repairs in Portugal and the HTC assistant was spectacular with the whole situation. They admitted promptly that the lack of parts for this device made it impossible to repair on the legal limit.
I am in fact waiting for a new device to be sent to me in a matter of a few days (or next couple of weeks): HTC appologised for the entire situation -which is not their fault anyway- and promptly answered my query by saying that they will provide me a new device and that they can not do it immediatly because they have to enquire where is there stock on the international HTC network to claim a N9 from, since there is nothing available here in Portugal.
I might have been lucky with the assistant, but this was a great costumer service and while I still don't have my device back, or a new one to replace it, the way the situation was handled was great from their side.
Click to expand...
Click to collapse
Well, after more than two months, dozens of calls, legal threats, a repair that even failed their own QC, I got my N9 back. Better yet: a new one. HT51EW (15th January 2015 build) from HTC.
Even better yet: I gave them my 32G WIFI and got a brand new 32GB LTE. :laugh:
The support from HTC was slow and I did get once a guy on the phone that was arrogant as **** and that led me to record the call (and tell him about that) so I could use it in the legal process I'm opening against them in the European Consumer Centre. They do not respect any legal obligation (deadline dates, for instance as the portuguese law requires for repairs of mobile goods) nor even have available a complaint book, which is also a legal obligation in Portugal and something taken quite seriously from our authorities.
However, most of the time I talked with a guy there that was absolutely straight forward and honest with me, explained me all the delays and why they were happening (out of stock on repair parts, out of stock in Portugal for replacements). Their repair centre is a different company that repairs for several brands (Regenersis) and they were very competent through all process. They were the ones that made a QC check when HTC sent the first unit about a week ago and they stopped the shipping and informed me that the unit had other issues and was not conformant with their standards, so I would be better waiting a few more days for a second replacement unit that passed their QC.
About the new unit:
The build is miles better than my old HT4AH, the buttons are good, absolutely no flex on the back (properly placed back cover) and the screen is 99% good. Only a bit of lightbleed on top, nothing really unbearable and much, MUCH better than my last one.
It still gets hot as hell as I'm downloding (installing right now) the OTA to the 5.1.1 (came with 5.0.1, donwloaded and installed 5.0.2 without issues).
Probably later today, at home, I'm gonna flash preview 2 of M to check how it behaves.
To all Android, technology websites, and Google.
I would like to share my experience on the Nexus 6P and Huawei customer service. First off I would like to say I have no complaints with the phone itself the hardware and software is great it is the best Nexus phone I have ever owned and I have owned multiple Nexus phones, as for Huawei customer support it is the most god-awful customer support I have ever had to experience and I am a Computer Technician by trade so I deal with support on a daily basis. Now a little back story. Back in late October I believe it was I preordered a Nexus 6p through Huawei’s website to replace my Motorola Nexus 6. I ordered the 128 Gb Graphite version. Late November comes around and my order is shipped when it arrives I open the box and everything looks good correct label on the packaging all good but when I open the box inside is a 64 Gb Silver Nexus 6p instead of the 128 Gb Graphite model I had ordered. Immediately I call Huawei customer support and the customer service rep. on the phone is very polite and helpful tells me they will get me swapped out for the proper phone I ordered and to just use this one till they send me the new one. The next day I get an email asking me if I want to swap, refund the difference, or return the phone for a complete refund, I reply swap and wait to hear back. Weeks go by and I hear nothing so I call them again and get told this has happened to quite a few people and has been escalated and they will call me back so I think okay I’ll wait some more. Well after a few more weeks of not hearing back I call them again and they tell me they have just decided to have everyone return the phones for a refund, I tell them this is not possible as I have already sold my old phone and cannot do without a phone for any amount of time, I ask for a supervisor to call me. After no call back for a week I call again and am told the same thing and the guy sends me a RMA to return the phone, again I tell him that is not an option and to please have a supervisor call me back. Today is February 1, 2016 and I have called them a total of five times always getting the same reply and each time I have asked for a supervisor to call me back and no one ever has. I called again today and requested they just refund me the difference and was told they cannot do that I need to send the phone back for a full refund again I replied I cannot do that as this is my only phone. I once again asked for a supervisor to call me back but I doubt that will happen.
The reason I shared this story is I want everyone to know how terrible Huawei customer service has been, I feel like I am being punished for their mistake. I urge everyone to think twice before buying any product from Huawei because even though their hardware is excellent you are going to have a terrible time with customer service if something does go wrong. If you must have a Nexus 6p buy directly from Google even though I read, they are outsourcing support back to Huawei so even that may not be the best idea and Google please do not use Huawei again for your Nexus line or anything else for that matter unless they seriously step up their customer support.
A company is only as good as their products and support you can’t have one without the other and Huawei you really need to improve your customer support if you want to be truly competitive in the U.S.
Thank you all for listening,
Paul Johnson
Lifetime Google Nexus user
I would of just taken the difference and not been greedy about having more storage than everyone else, besides the next nexus will be out soon and that difference that u would have got back if u would have chose to take the "difference" could have been used towards the new nexus.. but im just a fat slob on the net with glasses... you can do what you want..but i would have chose the difference....
Sent from my SM-N920T using Tapatalk
pauljohnson75 said:
To all Android, technology websites, and Google.
I would like to share my experience on the Nexus 6P and Huawei customer service. First off I would like to say I have no complaints with the phone itself the hardware and software is great it is the best Nexus phone I have ever owned and I have owned multiple Nexus phones, as for Huawei customer support it is the most god-awful customer support I have ever had to experience and I am a Computer Technician by trade so I deal with support on a daily basis. Now a little back story. Back in late October I believe it was I preordered a Nexus 6p through Huawei’s website to replace my Motorola Nexus 6. I ordered the 128 Gb Graphite version. Late November comes around and my order is shipped when it arrives I open the box and everything looks good correct label on the packaging all good but when I open the box inside is a 64 Gb Silver Nexus 6p instead of the 128 Gb Graphite model I had ordered. Immediately I call Huawei customer support and the customer service rep. on the phone is very polite and helpful tells me they will get me swapped out for the proper phone I ordered and to just use this one till they send me the new one. The next day I get an email asking me if I want to swap, refund the difference, or return the phone for a complete refund, I reply swap and wait to hear back. Weeks go by and I hear nothing so I call them again and get told this has happened to quite a few people and has been escalated and they will call me back so I think okay I’ll wait some more. Well after a few more weeks of not hearing back I call them again and they tell me they have just decided to have everyone return the phones for a refund, I tell them this is not possible as I have already sold my old phone and cannot do without a phone for any amount of time, I ask for a supervisor to call me. After no call back for a week I call again and am told the same thing and the guy sends me a RMA to return the phone, again I tell him that is not an option and to please have a supervisor call me back. Today is February 1, 2016 and I have called them a total of five times always getting the same reply and each time I have asked for a supervisor to call me back and no one ever has. I called again today and requested they just refund me the difference and was told they cannot do that I need to send the phone back for a full refund again I replied I cannot do that as this is my only phone. I once again asked for a supervisor to call me back but I doubt that will happen.
The reason I shared this story is I want everyone to know how terrible Huawei customer service has been, I feel like I am being punished for their mistake. I urge everyone to think twice before buying any product from Huawei because even though their hardware is excellent you are going to have a terrible time with customer service if something does go wrong. If you must have a Nexus 6p buy directly from Google even though I read, they are outsourcing support back to Huawei so even that may not be the best idea and Google please do not use Huawei again for your Nexus line or anything else for that matter unless they seriously step up their customer support.
A company is only as good as their products and support you can’t have one without the other and Huawei you really need to improve your customer support if you want to be truly competitive in the U.S.
Thank you all for listening,
Paul Johnson
Lifetime Google Nexus user
Click to expand...
Click to collapse
I had horrible issues with those clowns, Amanda, Julio , Kyle, Justin, Mike, Diamond, John, Fransica, Matthew (supervisor), and another supervisor with a Indian accent I think.... If you call too early no supervisor is available, they don't offer anything other than buyer remorse refund, or warranty is mailing in the device waiting for "repair" and waiting for them to ship it back to you nearly 22 days later
A joke.... The heaux told me to contact my service provider when I told her I didn't want to send back the phone as I didn't have another phone to use since I sold it. Very condescending, but I've had my words with each of them. Don't call before noon EST if you want supervisor and you have to get belligerent, curse I even had to YELL in order to get a supervisor. Most industries get you a supervisor when you ask for one. They made a big mistake and wasted my time. Ooh and when you can in they already have all your information pulled up by the phone number. I know because quite a few times I called they had all my information didn't ask me anything. But when I called and began with my issue they want to be funny and ask me for order number or email name address etc. Just a holes but two can play that game I hate calling them. They are so incompetent and rude
Sent from my Nexus 6P using Tapatalk
---------- Post added at 05:47 AM ---------- Previous post was at 05:45 AM ----------
RidinNerdy said:
I would of just taken the difference and not been greedy about having more storage than everyone else, besides the next nexus will be out soon and that difference that u would have got back if u would have chose to take the "difference" could have been used towards the new nexus.. but im just a fat slob on the net with glasses... you can do what you want..but i would have chose the difference....
Sent from my SM-N920T using Tapatalk
Click to expand...
Click to collapse
Having more storage has nothing to do with "greed".../////// that's like someone telling you to put down that cheeseburger you paid for and you're hungry
Sent from my Nexus 6P using Tapatalk
RidinNerdy said:
I would of just taken the difference and not been greedy about having more storage than everyone else, besides the next nexus will be out soon and that difference that u would have got back if u would have chose to take the "difference" could have been used towards the new nexus.. but im just a fat slob on the net with glasses... you can do what you want..but i would have chose the difference....
Sent from my SM-N920T using Tapatalk
Click to expand...
Click to collapse
Apparently you didn't read the entire OP.
Sorry to hear about your experience, Paul. But threads like this on various forums is what made me decide to only buy the phone direct from Google and to put the Nexus Protect plan on it. Seems that method is the surest path to get decent support.
pauljohnson75 said:
To all Android, technology websites, and Google.
I would like to share my experience on the Nexus 6P and Huawei customer service. First off I would like to say I have no complaints with the phone itself the hardware and software is great it is the best Nexus phone I have ever owned and I have owned multiple Nexus phones, as for Huawei customer support it is the most god-awful customer support I have ever had to experience and I am a Computer Technician by trade so I deal with support on a daily basis. Now a little back story. Back in late October I believe it was I preordered a Nexus 6p through Huawei’s website to replace my Motorola Nexus 6. I ordered the 128 Gb Graphite version. Late November comes around and my order is shipped when it arrives I open the box and everything looks good correct label on the packaging all good but when I open the box inside is a 64 Gb Silver Nexus 6p instead of the 128 Gb Graphite model I had ordered. Immediately I call Huawei customer support and the customer service rep. on the phone is very polite and helpful tells me they will get me swapped out for the proper phone I ordered and to just use this one till they send me the new one. The next day I get an email asking me if I want to swap, refund the difference, or return the phone for a complete refund, I reply swap and wait to hear back. Weeks go by and I hear nothing so I call them again and get told this has happened to quite a few people and has been escalated and they will call me back so I think okay I’ll wait some more. Well after a few more weeks of not hearing back I call them again and they tell me they have just decided to have everyone return the phones for a refund, I tell them this is not possible as I have already sold my old phone and cannot do without a phone for any amount of time, I ask for a supervisor to call me. After no call back for a week I call again and am told the same thing and the guy sends me a RMA to return the phone, again I tell him that is not an option and to please have a supervisor call me back. Today is February 1, 2016 and I have called them a total of five times always getting the same reply and each time I have asked for a supervisor to call me back and no one ever has. I called again today and requested they just refund me the difference and was told they cannot do that I need to send the phone back for a full refund again I replied I cannot do that as this is my only phone. I once again asked for a supervisor to call me back but I doubt that will happen.
The reason I shared this story is I want everyone to know how terrible Huawei customer service has been, I feel like I am being punished for their mistake. I urge everyone to think twice before buying any product from Huawei because even though their hardware is excellent you are going to have a terrible time with customer service if something does go wrong. If you must have a Nexus 6p buy directly from Google even though I read, they are outsourcing support back to Huawei so even that may not be the best idea and Google please do not use Huawei again for your Nexus line or anything else for that matter unless they seriously step up their customer support.
A company is only as good as their products and support you can’t have one without the other and Huawei you really need to improve your customer support if you want to be truly competitive in the U.S.
Thank you all for listening,
Paul Johnson
Lifetime Google Nexus user
Click to expand...
Click to collapse
Wow, that's terrible! Why didn't you buy directly from Google? Their customer support is quite good.
They were out of stock when I bought or I would have
I got a 6p from Huawei on October 22nd because Google was out of stock and it seemed nice to not have to pay tax, and I received it on November 9th, and I thought everything was fine, but after about a week I realized that my phone charges really slow with the screen on (about 500-1500mah) even when the battery is at 5-10%, so I called Huawei about it and they said they can process an rma, but I have to ship the phone to them, and the repair takes 2 weeks not including shipping and they don't provide another phone for the meantime, so I decided to forget about it because I didn't have another phone.
In the past few weeks alot of people have been telling me that they can't hear me while on phone calls, so I made a test call and I realized that my call mic is having problems, and disabling noise cancelation from Build.prop didn't help, so I decided I need to rma, and I called Huawei on Friday and request an rma, they said it will take 24 hour to receive return instructions, so I waited until Sunday and I still didn't receive anything, so I called again and they had no record of my RMA request, only that I called and said that my call mic is having problems, so they started the request and said I should receive an email within 24-48 hours, this morning I finally received it, but now I need to find another phone for 3 weeks. Don't ever buy from Huawei, its not worth the terrible service if something goes wrong.
Sent from my Nexus 6P using Tapatalk
dratsablive said:
The initial post needs paragraph breaks. Not going to attempt to read that mess.
Click to expand...
Click to collapse
Sorry about the mess but this is not english class. If you don't want to read it your choice buddy.
Their CS leaves a lot to be desired. My experience (I'll spare you the details) was so bad I called Googled and lodged a complaint with them.
RidinNerdy said:
I would of just taken the difference and not been greedy about having more storage than everyone else, besides the next nexus will be out soon and that difference that u would have got back if u would have chose to take the "difference" could have been used towards the new nexus.. but im just a fat slob on the net with glasses... you can do what you want..but i would have chose the difference....
Sent from my SM-N920T using Tapatalk
Click to expand...
Click to collapse
Not an option for everyone.
I need the 128GB so I understand the OP position.
I always keep a spare phone, so I would not have been in the position.
I've had a phone die with no spare. At that point I decided I'll always keep a spare.
It may be a crapy phone, but it's no more than a couple of generations old.
tech_head said:
Not an option for everyone.
I need the 128GB so I understand the OP position.
I always keep a spare phone, so I would not have been in the position.
I've had a phone die with no spare. At that point I decided I'll always keep a spare.
It may be a crapy phone, but it's no more than a couple of generations old.
Click to expand...
Click to collapse
I still have my IPhone 3Gs, Atrix, S4, and HTC One M9.
I got the same situation. They put the wrong label so that I lost my phone, I filed claim on ups and they let me to get policy report and block IMEI which UPS does not even need. I told them my carrier can't block IMEI and they keep asking that every time. It's been 2 months since I lost the phone and I called 2 to 3 times a week, every time they let me to wait 24-48 hours and never get a call back or email. The worst customer service that I have ever met and will never use HUAWEI phone.
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
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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.
Click to expand...
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
Click to expand...
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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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?
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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.
Click to expand...
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.
Well, I read about trade in problems but didn't think it would happen to me. I traded in my iPhone 7 Plus at samsung.com for $300 and just got word that it hasn't been accepted because either it won't turn on or I didn't reset the device. I have video evidence of the device turning on to original factory condition, but I do NOT want to deal with this! The worst part about all this is that they received the device over a month ago, and now they're telling me it won't turn on? What did they do with it for the last month?
Anyway, just wanted to rant for a second. In the long run, it isn't a huge deal, but I will absolutely never buy from Samsung again. I may even get rid of my s10 and keep my iPhone 7 that they send back, assuming it is still in the condition I sent it in.
Edit: Samsung has reexamined the phone I sent in and has now approved my trade-in. Glad that's over!
That's ridiculous. Samsung doesn't know how to run a trade in program.
Sent from my Galaxy Note8
mhill1986 said:
Well, I read about the cases but didn't think it would happen to me. I traded in my iPhone 7 Plus at samsung.com for $300 and just got word that it hasn't been accepted because either it won't turn on or I didn't reset the device. I have video evidence of the device turning on to original factory condition, but I do NOT want to deal with this! The worst part about all this is that they received the device over a month ago, and now they're telling me it won't turn on? What did they do with it for the last month?
Anyway, just wanted to rant for a second. In the long run, it isn't a huge deal, but I will absolutely never buy from Samsung again. I may even get rid of my s10 and keep my iPhone 7 that they send back, assuming it is still in the condition I sent it in.
Click to expand...
Click to collapse
When me and my friend ordered S8 couple of years ago and traded in a device...before long, many users were not happy about this whole trade-in process. Some people's devices were accepted and others didn't. So our first trade-in process took about a month before Samsung sent us an email accepting our phones, we were of course happy. Samsung should normally appraise trade in device within 2 weeks, but when it takes longer, than it isn't fun. This is the only time it took 4 weeks of waiting. After that I bought few S9 devices in 2018, but in different time and all of the trade in phones were accepted within 2 weeks. I believe what happens is that Samsung or the third party company gets overwhelmed with orders/trade in devices. I wonder how long the test procedure lasts...minutes/hours or days. If few minutes, then there should be no error on their part.
Do you remember when after resetting the phone you turned it off or it was still on? I am just curious to find out if battery ran out of power and if it took them a month to look at your trade in, so maybe battery depleted a bit more and needed more time to be plugged in before turning on.
Charkatak said:
When me and my friend ordered S8 couple of years ago and traded in a device...before long, many users were not happy about this whole trade-in process. Some people's devices were accepted and others didn't. So our first trade-in process took about a month before Samsung sent us an email accepting our phones, we were of course happy. Samsung should normally appraise trade in device within 2 weeks, but when it takes longer, than it isn't fun. This is the only time it took 4 weeks of waiting. After that I bought few S9 devices in 2018, but in different time and all of the trade in phones were accepted within 2 weeks. I believe what happens is that Samsung or the third party company gets overwhelmed with orders/trade in devices. I wonder how long the test procedure lasts...minutes/hours or days. If few minutes, then there should be no error on their part.
Do you remember when after resetting the phone you turned it off or it was still on? I am just curious to find out if battery ran out of power and if it took them a month to look at your trade in, so maybe battery depleted a bit more and needed more time to be plugged in before turning on.
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Click to collapse
In the video I took before sending in the device, I power it up, let it load to the "choose your language" screen, then power it off. It's a tough situation both for me and Samsung because while I understand they can't accept non working devices, I know it was working when I sent it in over a month ago.
They told me to send them the video I took of the device powering on. We'll see what happens.
mhill1986 said:
In the video I took before sending in the device, I power it up, let it load to the "choose your language" screen, then power it off. It's a tough situation both for me and Samsung because while I understand they can't accept non working devices, I know it was working when I sent it in over a month ago.
They told me to send them the video I took of the device powering on. We'll see what happens.
Click to expand...
Click to collapse
You can ask them to re-evaluate the phone again and that may give better results. That is what people were doing when their phones weren't accepted. They called Samsung, asked for a manager(if things didn't get resolved properly), explained the situation, gave pictures/videos and then managers/staff would try to do an appraisal again. Hope it works out for you. Yesterday I ordered S10e and picked iPhone 7 as a trade in device myself
Since Samsung never sees these phones during the inspection process you have to wonder what employee skill level Ingram Micro uses to inspect these phones. LOL, for all we know they're using part-time high school kids. Of course it's Ingram Micro in the US, but I'd imagine they use a contractor in other countries also.
Tel864 said:
Since Samsung never sees these phones during the inspection process you have to wonder what employee skill level Ingram Micro uses to inspect these phones. LOL, for all we know they're using part-time high school kids. Of course it's Ingram Micro in the US, but I'd imagine they use a contractor in other countries also.
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Click to collapse
Samsung is probably sending/selling trade-ins to some third party company that they have a contract with. I hope Samsung does understand that they don't need any more scandal after the Note 7 issues + in 2017 similar trade in issues that way too many users had.
mhill1986 said:
In the video I took before sending in the device, I power it up, let it load to the "choose your language" screen, then power it off. It's a tough situation both for me and Samsung because while I understand they can't accept non working devices, I know it was working when I sent it in over a month ago.
They told me to send them the video I took of the device powering on. We'll see what happens.
Click to expand...
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Any update on your trade in case?
Charkatak said:
Any update on your trade in case?
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Yes, thank you. I called Samsung support and was encouraged to send an email with my video attached. I did so and told them in detail exactly what had happened--how I had sent in a working, factory-reset phone but had received an email saying that my phone wouldn't power on and was not factory reset.
Customer support promptly emailed me back saying, it says here that your phone was rejected because it won't power on and was not factory reset.
I emailed back saying, "Did you even read my email? You just told me exactly what I told you." And I explained my issue again.
They emailed me back saying they would check the phone again, and that they would not charge me in the meantime.
Edit: I edited this post to say that Samsung is not charging me while they recheck my iPhone. I initially thought they were do to some confusing wording in their email.
Now I'm waiting for them to check the phone again. We shall see.
Bummer, keep the pressure on lost Samsung support
mhill1986 said:
Yes, thank you. I called Samsung support and was encouraged to send an email with my video attached. I did so and told them in detail exactly what had happened--how I had sent in a working, factory-reset phone but had received an email saying that my phone wouldn't power on and was not factory reset.
Customer support promptly emailed me back saying, it says here that your phone was rejected because it won't power on and was not factory reset.
I emailed back saying, "Did you even read my email? You just told me exactly what I told you." And I explained my issue again.
They emailed me back saying they would check the phone again, but that I would be charged in the meantime.
Now I'm waiting for them to check the phone again. We shall see.
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Click to collapse
I recently purchased S10e and picked to trade in my iPhone 7. I already got the phone and on Monday my trade-in will be mailed.
mhill1986 said:
Yes, thank you. I called Samsung support and was encouraged to send an email with my video attached. I did so and told them in detail exactly what had happened--how I had sent in a working, factory-reset phone but had received an email saying that my phone wouldn't power on and was not factory reset.
Customer support promptly emailed me back saying, it says here that your phone was rejected because it won't power on and was not factory reset.
I emailed back saying, "Did you even read my email? You just told me exactly what I told you." And I explained my issue again.
They emailed me back saying they would check the phone again, but that I would be charged in the meantime.
Now I'm waiting for them to check the phone again. We shall see.
Click to expand...
Click to collapse
This is crazy, I have traded in my S7, S8 and S9 and have never had an issue but I did start taking pictures of the phone powered up just in case this happens to me.
I sincerely hope that they refund your money promptly and we should all send in complaints if they don't.
I am seriously considering going with the next Pixel due to this issue (and the slow updates)...of course Google has it's service issues too.
You would think Samsung would treat repeat customers better?
Keep us updated, please.
Good luck...
Sent from my SM-G973U1 using Tapatalk
maddie01 said:
This is crazy, I have traded in my S7, S8 and S9 and have never had an issue but I did start taking pictures of the phone powered up just in case this happens to me.
I sincerely hope that they refund your money promptly and we should all send in complaints if they don't.
I am seriously considering going with the next Pixel due to this issue (and the slow updates)...of course Google has it's service issues too.
You would think Samsung would treat repeat customers better?
Keep us updated, please.
Good luck...
Click to expand...
Click to collapse
I just checked the email again, and it actually looks like they are not charging me yet, at least until they get the chance to recheck my iPhone. I misunderstood the email; the wording was very strange because it was written by somebody who doesn't speak English as their first language. I don't mean that disparagingly--it just had some really strange wording.
Samsung support is one of the worse support I ever seen.
I had issues buying my S10e online and no one could solve or tell me why my order were being canceled if all my information and credit cards were correct. Was a real pain. I just didn't gave up because I refuse to use apple Iphone and I'd like to keep using Samsung Pay. I tried support over phone, chat and email. Their support just keep talking the same scripts and looks they don't read your email, chat or pay attention or listen/understand to what you talk. English isn't my first language and I don't feel comfortable to criticize any other no english speaker and I don't expect perfection neither. However their accent are extremely difficult to understand and sometimes we can feel they didn't understand you completely. It looks like you're talking with robots. And if you insist to talk with a manager or high level support they keep you waiting on the telephone giving you the excuse the manager is busy helping other clients until you give up. I waited more than 30 min trying to talk with one.
Terrible support. Definitely a shame. Hope some high employee could see those bad review popping up here and there and take serious steps to attend their clients better...
I'm happy to report that Samsung reexamined my iPhone and has now accepted my trade-in. While it wasn't the smoothest process, at least it ended well.
mhill1986 said:
I'm happy to report that Samsung reexamined my iPhone and has now accepted my trade-in. While it wasn't the smoothest process, at least it ended well.
Click to expand...
Click to collapse
Good deal, it most likely was finally examined by someone from Samsung and not some part-time contract worker.
mhill1986 said:
I'm happy to report that Samsung reexamined my iPhone and has now accepted my trade-in. While it wasn't the smoothest process, at least it ended well.
Click to expand...
Click to collapse
Nice, happy for you!
By the way, yesterday I did receive email from Samsung about my recent trade in as well, which was accepted successfully. This will be my 4th phone that I have traded in within 3 years
Good to see that they have at least a return option. They didn't before.
Sent from my SM-G975U using Tapatalk
I trade in my s8 recently, I flashed the most recent firmware before sending and removed twrp, root and sent it to them, a week later the email me that it was accepted but a few hours later they sent me another email saying there was a problem: "software corrupted knox1". They asked me to pay £100 in excess for the repair
garciarivan said:
I trade in my s8 recently, I flashed the most recent firmware before sending and removed twrp, root and sent it to them, a week later the email me that it was accepted but a few hours later they sent me another email saying there was a problem: "software corrupted knox1". They asked me to pay £100 in excess for the repair
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Click to collapse
But that's fair because you rooted the device.
Sent from my Galaxy Note8