I got my s9+ on March 14 and exactly 2 weeks later out of the blue it just randomly shuts off. I figure well thats weird but not the first time a phone has done that. I boot it back up and less than a minute later it goes right off again. long story short it won't stay on for more than a minute I tried factory data reset several times didn't fix anything. I contacted Samsung at this point I was so mad I just wanted a refund but they said I am 1 day over the 14 day return period so they refused.
The only option I have now is to send it in for warranty work which will take up to 10 business days not counting transit times. I have to say I am in utter disbelief at samsungs customer service. You can say what you want about Apple but there customer service is absolutely incredible. I had a problem with an iPhone once, went in and had a brand new one fully restored and ready to go within the hour.
Had I bought the phone from the carrier store and not online from samsung's website they said I could have just swapped it out so needless to say I will never make that mistake again.
Anyone else have any similar experiences?
same thing happened to me with my S7 Edge, after 3 weeks, screen died.
Samsung's customer service is in Asia, pretty disappointing, the best thing is, in Australia we have local samsung stores, popped in and they swapped it out right away.
Mine shuts off whenever the screen isn't being used or it goes into bootloops. Which is highly strange considering I haven't tried doing anything to the phone but I've done factory resets and cache wipes but still doesn't fix it. Although I got mine thru sprint and it was past the 2 days return policy but they're exchanging it for a brand new one. I told Samsung about it and they had told me it could take a month for them to fix or replace.
Mine is working perfectly. As I suspect are the vast majority of the millions sold. Every product made by man will see some failures. That's why there are warranties.
rbtrucking said:
I got my s9+ on March 14 and exactly 2 weeks later out of the blue it just randomly shuts off. I figure well thats weird but not the first time a phone has done that. I boot it back up and less than a minute later it goes right off again. long story short it won't stay on for more than a minute I tried factory data reset several times didn't fix anything. I contacted Samsung at this point I was so mad I just wanted a refund but they said I am 1 day over the 14 day return period so they refused.
The only option I have now is to send it in for warranty work which will take up to 10 business days not counting transit times. I have to say I am in utter disbelief at samsungs customer service. You can say what you want about Apple but there customer service is absolutely incredible. I had a problem with an iPhone once, went in and had a brand new one fully restored and ready to go within the hour.
Had I bought the phone from the carrier store and not online from samsung's website they said I could have just swapped it out so needless to say I will never make that mistake again.
Anyone else have any similar experiences?
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Samsung's site listed a 30 day return window when I bought mine on their site. Samsung Direct is horrific. They took over 6 months to give me a $100 coupon they owed me because of a flub on a S8+ order last year. I would recommend talking to them again until they do a refund/RMA set up. You can always talk to your financial institution if you used credit card to make the purchase. See if Samsung does advanced exchanges or offers the service on the free trial version of their Samsung Premium they include with new purchases. It is supposed to last a month. It does not make sense one should have to go without a phone for 10 days because of "repairs." Repairs could include refurbished parts in a 14 day old device.
If those don't work, get it repaired, sell the device off, and get another phone from someone more reliable. I recommend keeping an eye for the Pixel 2 XL, HTC U12 Plus (rumored device), OnePlus 6 (rumored device).
nviz22 said:
Samsung's site listed a 30 day return window when I bought mine on their site. Samsung Direct is horrific. They took over 6 months to give me a $100 coupon they owed me because of a flub on a S8+ order last year. I would recommend talking to them again until they do a refund/RMA set up. You can always talk to your financial institution if you used credit card to make the purchase. See if Samsung does advanced exchanges or offers the service on the free trial version of their Samsung Premium they include with new purchases. It is supposed to last a month. It does not make sense one should have to go without a phone for 10 days because of "repairs." Repairs could include refurbished parts in a 14 day old device.
If those don't work, get it repaired, sell the device off, and get another phone from someone more reliable. I recommend keeping an eye for the Pixel 2 XL, HTC U12 Plus (rumored device), OnePlus 6 (rumored device).
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It does actually say on there website return period is 15 days.
Related
Today I just realized that ATT has REALLY great customer service. And their cancellations department has the power to do ANYTHING.
So I originally got an HTC Inspire back in May. 1 month into the phone my phone bricked on me. To be honest I didn't know if it was because of the ROM that I flashed or because the phone just had problems. Luckily, since I was in Costco's return period they replaced my phone with a brand new one. However, just recently it happened again after my phone died. Again I don't know if it was the ROM (MIUI) or something else. But I couldn't turn it on at all even with a new battery. So I got a refurbished model from an ATT warranty center by my house. And damn, no matter what ROM (even completely stock w/out root) I always get force closes, random reboots, and errors regarding gapps. So I called customer care and asked them if they can do something else other than send me another Inspire. They said they have to file a report and contact me within 48 hours if I can get a different phone. Well, it's been a week and nothing. So I called their cancellation line just to see what happens, and I told my story without raising my voice and being very polite. The lady right away agreed that she would be mad if her phone had the same problems and asked what phone I wanted to get. I told her the GS2 and she said "No problem. I can give you that phone as an upgrade. You'll just be extending your contract for 2 years on this day, which is just 6 more months from your original end date. The phone usually goes for $299 with a $100 mail in rebate, but i'll give it to you for $175, with an instant rebate and waived activation fee and shipping fee." I didn't even have to ask her to give me a better deal or waive those fees!
So i'll be joining the GS2 family very soon once I receive it during the mail. And if you guys have any problems I suggest going directly to their cancellation line. They can do anything without the need of a supervisor.
Oh and best of all... I dont even have to turn in my Inspire. They said I get to keep it and can probably get a different one at the warranty center since it still has its 90 day warranty!
I used to do the same thing every year till now I have one of my 4 lines eligible every 4-6 months. The key is to remain calm and they will do lot to avoid you cancelling. It also helps I have been a At&t/Cingular wireless customer for the last 13 years with the last 5 as premiere.
I've had my phone for a number of months, and for the most part I enjoyed it. Then a couple of months ago I dropped the phone and damaged it greatly. Luckily, I had it insured. So I went to my local AT&T store and the replacement came in the next day.
But soon I started realizing there was something wrong with the refurbished replacement phone. It started restarting on its own, and this became worse and worse as time went on. I made sure I had the latest updates, I factory reset the phone multiple times, etc. Sometimes when I do a factory reset the problem will go away for a day or two but it will ALWAYS come back.
So I brought it to my AT&T store, and the guy couldn't figure it out, so he figured he could just replace it since the replacement phone was having these issues within a week or two of my receiving it. Well, he called up someone at AT&T and he was informed that because this was a phone replaced via the insurance that he doesn't have the clearance required to authorize another replacement. Well, apparently the nearest place that could do this was some AT&T store not far from Grand Central. I live in Westchester, and it is not exactly convenient for me to ride into the city and spend half an hour on line (the place has always been extremely busy when I have gone) just to have an AT&T tech tell me that they can't reproduce the problem and that I should just factory reset.
This has become an absurd pain in my backside. Everyone I have called has refused to help me, and the guy at my local AT&T store would love to, but he has been told repeatedly that he doesn't have clearance. The poor guy has spent several hours on the telephone for me, bless his heart.
The thing is, it can reboot as soon as I lock the phone, and sometimes it can take half an hour or more. There have even been whole days where it will go without restarting once. And yes, factory resetting it will (usually) fix the issue for 24-36 hours.
Why does AT&T refuse to replace my broken refurbished phone? Why do they insist that I go so far out of my way (there must be 100 stores in Westchester more convenient to me than that one in NYC) and then when I do eventually go, I have to sit around like a schlub for almost an hour, half of the time online, half of the time waiting for the phone to do its thing - and then only be told that I should just factory reset.
I loved my old Atrix. But now I want nothing to do with it and nothing to do with this company. I want either a new phone or to be released from my contract so I never have to deal with AT&T ever, ever, ever again.
What are my options?
Urgh. I feel you pain! I'm not really well informed in the phone repair procedures in the US, in my country, we use a different method, but I REALLY don't think you can be released from your contract. Your best bet is to call AT&T and shout till they listen.
They just tell me "oh, it's the warranty company, it's their policy"
But it's like, well then why have I been paying YOU guys all this money for this warranty and why am I bringing it to YOUR store to get it "diagnosed"? That usually just leads to awkward silence...
Actually I went through a six day battle with ATT about giving me a different phone besides a refurb Atrix and they made a case which was suppose to take 3 days but ended up being 6 and my claim was still denied. I complained and was hung up on, and when I called back a kimd CSR understood my problems and overrode the system for a different replacement, so now I'm answering your question through my 2 Day old Galaxy S II and I'm loving it!
Sent from my SAMSUNG-SGH-I777 using XDA App
This is my third HTC phone. My first was a Google Nexus One, second was the One X, and then this beauty the HTC One Developer edition. Unfortunately my problems started a couple of months after I bought the phone.
The earpiece speaker stopped working. If I wanted to hear anybody, then I had to switch it to speakerphone. Inconvenient most of the time. I called customer service to see if techsupport would have any suggestions. That was futile. Reset was all that they could suggest, which had been done days earlier. I messed around with it for a few weeks trying to see if I could resolve the problem via software/firmware. I didn't want to send it in; I was going to be without a good smartphone as my One X was in pieces waiting for a new screen. I finally broke down and mailed it back.
They received it on a Monday, but didn't start work on it until Thursday. I got that phone back just over two weeks after I had sent it in. I wasn't impressed so far, but was happy to have my phone back. In the middle of my second call, the earpiece speaker stopped working again. I called customer support and suggested that I would like to have my phone replaced this time. Outright refusal. Had to be sent in for service again. I sent it in almost right away this time. After a week had gone by with no update, I called customer support to see what the
status was. Waiting for parts. I asked how long that might take. No answer for me. At this point I am already pissed with HTC customer disservice. Another 5 days go by, and I call again.
Phone is repaired, just has to go through testing, should be shipping out tomorrow (Thursday). Tomorrow comes and goes, but now it shows up on the tracking website. A good sign, thinks I. Unfortunately the tracking number shows zipcode required. I call customer service again (number is now programmed in my speed dial) and they explain that they need to check my address. Everything is the same as it was when I bought my phone, and when it was sent in the last time for service. They promise that it will ship that day (Friday - two weeks after I sent it in). Monday comes and goes with no tracking number. Call customer service again. They have to check with the repair facility that it was shipped, and they assure me that it was. Hang up. One hour later I get my tracking number. Phone is going out 4 days after they said it had shipped.
I can tolerate a lot in customer service, but I will not tolerate being lied to. HTC has lost my business permanently. And not just mine. Just weaning my wife off of a blackberry.Two months ago I would have recommended the One. Now, probably the Nexus 5 or else the MotoX. And anybody who asks for information on what phone to buy will be told in no uncertain terms what my opinion of the company is. No surprise that they are in the financial situation that they are. I am sending the same letter to the president but I don't expect it to resolve anything. Just wanted to rant a bit, and make sure that the information is out there.
HTC customer service is awful
Yes, I agree with you. Personally, I think the phone is fantastic, but I will not buy HTC again just for their customer service. My phone screen cracked when I had the phone in my pocket... it was my fault, you should never have a phone in your pocket I sent the phone for repair, knowing that I was going to need to pay them to fix it. When I got the quote, the said that they needed to change the board and the case, since my phone was rooted what does that have anything to do with the cracked screen? The total repair was $300. I decided to pay to get it replace by my insurance $200 and get the warranty from the insurance company.
Good Customer Service
My HTC One At&t has a dead pixel in the screen... i just went to AT&T device support and they have tested the phone and gave me a new phone with in 30 min.. Geez i haven't faced such a hassles....
jurassicjockey said:
This is my third HTC phone. My first was a Google Nexus One, second was the One X, and then this beauty the HTC One Developer edition. Unfortunately my problems started a couple of months after I bought the phone.
The earpiece speaker stopped working. If I wanted to hear anybody, then I had to switch it to speakerphone. Inconvenient most of the time. I called customer service to see if techsupport would have any suggestions. That was futile. Reset was all that they could suggest, which had been done days earlier. I messed around with it for a few weeks trying to see if I could resolve the problem via software/firmware. I didn't want to send it in; I was going to be without a good smartphone as my One X was in pieces waiting for a new screen. I finally broke down and mailed it back.
They received it on a Monday, but didn't start work on it until Thursday. I got that phone back just over two weeks after I had sent it in. I wasn't impressed so far, but was happy to have my phone back. In the middle of my second call, the earpiece speaker stopped working again. I called customer support and suggested that I would like to have my phone replaced this time. Outright refusal. Had to be sent in for service again. I sent it in almost right away this time. After a week had gone by with no update, I called customer support to see what the
status was. Waiting for parts. I asked how long that might take. No answer for me. At this point I am already pissed with HTC customer disservice. Another 5 days go by, and I call again.
Phone is repaired, just has to go through testing, should be shipping out tomorrow (Thursday). Tomorrow comes and goes, but now it shows up on the tracking website. A good sign, thinks I. Unfortunately the tracking number shows zipcode required. I call customer service again (number is now programmed in my speed dial) and they explain that they need to check my address. Everything is the same as it was when I bought my phone, and when it was sent in the last time for service. They promise that it will ship that day (Friday - two weeks after I sent it in). Monday comes and goes with no tracking number. Call customer service again. They have to check with the repair facility that it was shipped, and they assure me that it was. Hang up. One hour later I get my tracking number. Phone is going out 4 days after they said it had shipped.
I can tolerate a lot in customer service, but I will not tolerate being lied to. HTC has lost my business permanently. And not just mine. Just weaning my wife off of a blackberry.Two months ago I would have recommended the One. Now, probably the Nexus 5 or else the MotoX. And anybody who asks for information on what phone to buy will be told in no uncertain terms what my opinion of the company is. No surprise that they are in the financial situation that they are. I am sending the same letter to the president but I don't expect it to resolve anything. Just wanted to rant a bit, and make sure that the information is out there.
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In this day and age customer service is what makes or breaks a company. Its the truth. You are starting to see companies with great customer service excel. Amazon.com has GREAT service and they are destroying in online sales.
I think it's the HTC repair people that are the problem. At least you got your phone back. I hope they fixed it finally. It seems like HTC doesn't want to spend money to repair phones that are defective. You shouldn't have had to send it in twice.
Sent from my HTC One using xda app-developers app
I agree that it's the repair facility that is the problem. My camera took a dump on my evo 4g lte. Sent it in. Took a month before anything. Was waiting for parts, then in testing, then nothing. I found the CEOs email address and emailed him. He read it I believe, sent it to his assistant, and 3 days later they sent me a new evo. Overnight shipping. Outside of the repair shop, they made good by me.
Sent from my HTC One using xda app-developers app
jagadeeps said:
My HTC One At&t has a dead pixel in the screen... i just went to AT&T device support and they have tested the phone and gave me a new phone with in 30 min.. Geez i haven't faced such a hassles....
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Exactly.. ATT Device support centers (totally different from their retail stores) is the way to go ANYtime.. Took my phone in due to purple camera after I first received it. Swapped it out for a new, properly functioning, one and I was out of the store in 30mins.best experience ever.. Stay away from htc service, if you have att it's truly uneccesary, except maybe in very extreme cases. I'm an HTC fan for life and will remain so.
I dare you to find customer service with ANY product this day and age that is a pleasurable experience..
*S¡gned
Well it just gets better. Phone came in this week while I was away for a few days. Finally got a chance to check it out today. Went to install CleanRom and noticed some weird issues with trying to load it. I got looking at the phone and realized that instead of my 64gb Dev phone that I purchased, they had returned a 32gb non-Dev phone. If only they were just inept...
mrrick said:
Exactly.. ATT Device support centers (totally different from their retail stores) is the way to go ANYtime.. Took my phone in due to purple camera after I first received it. Swapped it out for a new, properly functioning, one and I was out of the store in 30mins.best experience ever.. Stay away from htc service, if you have att it's truly uneccesary, except maybe in very extreme cases. I'm an HTC fan for life and will remain so.
I dare you to find customer service with ANY product this day and age that is a pleasurable experience..
*S¡gned
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I have found quite a bit actually. XO Skins has wonderful customer support, I told them I had a crease In my screen protector and they sent me a whole new kit the same day free of charge.
Everybodies experience is always different. Ive sent my htc one x back twice to htc both times underwarranty and it was always fixed the same week I sent it and recieved it back both times the following week after I sent it. Phone was fully refurbished with a new case speaks and stickers both times and my bootloader was relocked and s-off. Best customer service I ever had. Definantly recommend htc to everyone I meet.
ImagioX1 said:
Everybodies experience is always different. Ive sent my htc one x back twice to htc both times underwarranty and it was always fixed the same week I sent it and recieved it back both times the following week after I sent it. Phone was fully refurbished with a new case speaks and stickers both times and my bootloader was relocked and s-off. Best customer service I ever had. Definantly recommend htc to everyone I meet.
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I wish that I could say the same. 3 days after having this escalated, I still have yet to hear from HTC what they are going to do about my phone. ON hold with them again. I've probably spent about 10 hours on the phone with them in the last 7-8 weeks as I try and get the functioning phone that I paid for.
jurassicjockey said:
I wish that I could say the same. 3 days after having this escalated, I still have yet to hear from HTC what they are going to do about my phone. ON hold with them again. I've probably spent about 10 hours on the phone with them in the last 7-8 weeks as I try and get the functioning phone that I paid for.
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Certain customer service centers may be worse than others. I think both times I sent my phone out it went to some place in Texas.
Sent from my HTC One using Xparent Red Tapatalk 2
What you all have to understand is that HTC support is actually a subcontractor that is contracted out to not only support HTC but other brands as well and they are region specific. When you call HTC they give you an address to ship the phone to that is simply an HTC certified repair facility. Unfortunately HTC has no control over that facility unless they receive many complaints. Then they can take away the service contract to that facility and move to another. Here in the Dallas area it was Celestica for a long time that did work for AT&T as well as RIM. They have since outsourced to Mexico and closed. I don't know who does most of the contract work now in this are. So if possible never deal with the manufacturer, instead deal with your provider and always buy the extended warranty which will cover damage that even you cause and will replace the phone for free, not repair it.
Just thought that I would post a followup. A fellow member here sent me a link with the email addresses of the upper execs of the company. I sent my first one to the head of US Operations, Jason Mackenzie. A week later after not hearing anything back, I sent one to Peter Chou. Within 24 hrs I received an email back from Mr Mackenzies office. In the meantime, I had hit a roadblock with escalations. Their computer showed that I had purchased a European model with 32 gb of ram, apparently the serial number was entered incorrectly. On the second repair they had replaced the mainboard, which resulted in my phone being returned to me the way that it was. Once Mr Mackenzie's office was involved, things started progressing, but it was still painfully slow. Received the proper phone on Friday. IF they are interested in survival, then their customer service needs to ratchet up several notches. I realize that every company makes mistakes, but the measure of customer service is how they rectify those mistakes. They failed several times in that department.
The good news is that I have a Nexus 5 on the way now.
Ive just spoke to someone from HTC and they have asked me to send in my device for repair because of blacklight bleed issues and battery issues, i was just wondering how anyone else got on? did yours come back better or worse?
Well, after google refusing to RMA my N9 with a defective screen (dark bar on screen showed up, just like it was a burn-in. Several similar reports have shown up on reddit already), I've spoken with HTC Portugal which then redirected me to their partner (repairing company) to whom I sent the device to a repair.
I got the info that the device was accepted under warranty (contrary to Google's position) for a screen repair. This was 30 days ago. Just today I called back to HTC because there is a legal limit of 30 days for repairs in Portugal and the HTC assistant was spectacular with the whole situation. They admitted promptly that the lack of parts for this device made it impossible to repair on the legal limit.
I am in fact waiting for a new device to be sent to me in a matter of a few days (or next couple of weeks): HTC appologised for the entire situation -which is not their fault anyway- and promptly answered my query by saying that they will provide me a new device and that they can not do it immediatly because they have to enquire where is there stock on the international HTC network to claim a N9 from, since there is nothing available here in Portugal.
I might have been lucky with the assistant, but this was a great costumer service and while I still don't have my device back, or a new one to replace it, the way the situation was handled was great from their side.
---------- Post added at 04:53 PM ---------- Previous post was at 04:49 PM ----------
Well, after google refusing to RMA my N9 with a defective screen (dark bar on screen showed up, just like it was a burn-in. Several similar reports have shown up on reddit already), I've spoken with HTC Portugal which then redirected me to their partner (repairing company) to whom I sent the device to a repair.
I got the info that the device was accepted under warranty (contrary to Google's position) for a screen repair. This was 30 days ago. Just today I called back to HTC because there is a legal limit of 30 days for repairs in Portugal and the HTC assistant was spectacular with the whole situation. They admitted promptly that the lack of parts for this device made it impossible to repair on the legal limit.
I am in fact waiting for a new device to be sent to me in a matter of a few days (or next couple of weeks): HTC appologised for the entire situation -which is not their fault anyway- and promptly answered my query by saying that they will provide me a new device and that they can not do it immediatly because they have to enquire where is there stock on the international HTC network to claim a N9 from, since there is nothing available here in Portugal.
I might have been lucky with the assistant, but this was a great costumer service and while I still don't have my device back, or a new one to replace it, the way the situation was handled was great from their side.
My experience was dreadful. I was told first that the case would have to be escalated and that a tech would call me the next day. They never called. I called back 3 days later and got an RMA. They didn't pay for shipping. The repair department had the device for all of 4 hours and only flashed the firmware. No repairs attempted. Then HTC left the box on the loading dock and UPS never received it, so it took a week of calling and trying to escalate to supervisors to get them to track it down. I was repeatedly told someone would call me back but they never did. Absolutely horrific customer service.
beetmonger said:
My experience was dreadful. I was told first that the case would have to be escalated and that a tech would call me the next day. They never called. I called back 3 days later and got an RMA. They didn't pay for shipping. The repair department had the device for all of 4 hours and only flashed the firmware. No repairs attempted. Then HTC left the box on the loading dock and UPS never received it, so it took a week of calling and trying to escalate to supervisors to get them to track it down. I was repeatedly told someone would call me back but they never did. Absolutely horrific customer service.
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I'm in the same boat. I've been in contact with them for over two weeks now since my completely stock N9 decided that it was no longer going to go past the boot screen before the screen goes scrambled and the speakers make a loud noise. I tried loading a fresh factory image but it didn't make a difference. First I was told 7-10 days for a call back in Canada. I called them after a few days so they transferred me to the escalation team. I told them I wanted the flush buttons fixed too while they have it. I was suppose to get an email in 24 hours with return instructions. The next day I got another email stating I would get a call back in 7-10 days from the escalation team followed by an email asking how their service was ironically. I had fun with that one... Anyways, Friday I called them again and was told this time that I would get the email in 24 ours with return instructions, but to ignore it because they would also email me a prepaid shipping label shortly afterwards to cover shipping for me. I did get the email with the return instructions but I'm still waiting on the prepaid shipping label. I know I'm suppose to cover shipping, but a supervisor there authorized covering shipping for me and said the would email me the label. Now it's Wednesday and I'm calling them back today to see where this label is. I'm also telling them that I want a replacement, no repair. Take the frigging thing back and send me a new one.
Spent almost two hours on the phone last night with HTC and was actually told by a rep that the escalation team did not want to talk to me. I went to the local Best buy where I got my N9 4 months ago and told them about my warranty service experience with HTC. The service manager told me he would give me a new Nexus 9 right now if I bought the premium insurance plan off of them. So I did, and I highly recommend it. It complete covers all damage for two years. I could kick this thing off the table right now and smash it and best buy will give me a new one. I will never dealm with HTC again. And I have to say, my old N9 was great until it crapped out but there is a noticeable build quality improvement. The beveled edges around the frame are nicer, the screen seems nicer, and the buttons are extremely tactile and protrude far more from the frame than my old one. I could thank them enough for making the exception and I have more peace of mind with their full protection plan.
My post to HTC USA on Facebook
I bought a Nexus 9 and Nexus 9 Keyboard Folio at the end of December. The Keyboard no longer works after about 10 times of use. I can't get the device to take a charge. I just got finished with an online chat from HTC help desk. The agent is trying to tell me there is no manufacturer warranty for a $130 tablet keyboard...This surely can't be possible? I have supported HTC with the purchase of 2x HTC One M8's recommended the device to countless others, bought a Nexus 9, Keyboard, AND the worthless Magic Cover. If this is true, there is NO manufacturer warranty on this keyboard HTC has lost a customer for life.
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HTC has the WORST customer service. I will never buy one of their products again.
I love this tablet when using it, don't get me wrong, but I only got another one because I now have the peace of mind of the full protection plan with best buy. I got an email from some manager at HTC last night after I already got my new N9 from best buy with the extended warranty and I was pissed. I laid into the guy. They we really going to ask me to try flashing a fresh factory image after all the conversations I've had with them. It's was a known hardware defect, and I'm a frigging UAT tester on a software project. They've should have known I already tried this from the note 6 calls ago. I told him that I hope Google does not choose them as a hardware partner for future Nexus devices.
Just to add to this misery-fest, my over-heating problem resurfaced (of course, since they didn't replace it) so I called and requested a replacement. The rep said they couldn't but relented after I asked to speak to a supervisor. I was sent a shipping label and sent in the tablet a second time. Today I received the tablet and...it's the exact same one. Not replaced. I called HTC again to complain and they asked for me to verify the tracking number for their own label (!) because they had no record that I'd sent it to them. Again asked to speak to a supervisor and was again promised an exchange...if I send it back to them a third time.
At this point, it will be years before I get my tablet back, and even longer before I even think about buying anything from HTC again.
I even called Google at one point to to ask them what the hell they were going to do about the ****ty service their chosen hardware partner is providing. They transferred me to the ****ty hardware partner... Twice... After asking them not to. My take away from this experience is that I'm either going to always purchase a protection plan on a new expensive device, or I'm going to buy my future Nexus devices direct from Google Play so I can deal with Google for exchanges.
---------- Post added at 10:47 AM ---------- Previous post was at 10:46 AM ----------
Wow! lol I like how the forum auto blocks out the word ****ty! ****ty ****ty ****ty! lmao Made me smile this AM!
Mine was average, I spoke to someone on the live chat system and said that the device had terrible battery and light bleed 5 minutes later I get an email saying there going to pick it up next day, it took 5 days for HTC to get it ?
They had it for 7 days and sent it back saying there was nothing wrong with it ( the screen had been replaced and I believe the battery has too ) I think they may have given me the wrong but of paper.
Not bad customer service. Everything was easily tracked and only took around 2 weeks and I now have no light bleed. Battery still seems terrible but oh well
J
Sent from my Nexus 9 using XDA Free mobile app
After sending it back a third time, they've managed to lose it again. Each call gets more complicated and each CSR gets more confused. I'm starting to think it's cheaper for them to issue UPS labels and stall until the warranty expires than to actually replace the device.
Update: amazingly, UPS delivered a replacement device yesterday. I still can't believe it, but I hope never to have to deal with these jokers again.
This was exactly my issue. Every time I called was like the first time I called. I would reiterate the issues I was having and they would offer to troubleshoot every time! I'm like "Look at the flipping notes! We've already troubleshooted! It's a hardware problem I just need the thing replaced!" I don't think HTC's contact centers were prepared for how tech savvy the average Nexus owner actually is.
FrankBullitt said:
Well, after google refusing to RMA my N9 with a defective screen (dark bar on screen showed up, just like it was a burn-in. Several similar reports have shown up on reddit already), I've spoken with HTC Portugal which then redirected me to their partner (repairing company) to whom I sent the device to a repair.
I got the info that the device was accepted under warranty (contrary to Google's position) for a screen repair. This was 30 days ago. Just today I called back to HTC because there is a legal limit of 30 days for repairs in Portugal and the HTC assistant was spectacular with the whole situation. They admitted promptly that the lack of parts for this device made it impossible to repair on the legal limit.
I am in fact waiting for a new device to be sent to me in a matter of a few days (or next couple of weeks): HTC appologised for the entire situation -which is not their fault anyway- and promptly answered my query by saying that they will provide me a new device and that they can not do it immediatly because they have to enquire where is there stock on the international HTC network to claim a N9 from, since there is nothing available here in Portugal.
I might have been lucky with the assistant, but this was a great costumer service and while I still don't have my device back, or a new one to replace it, the way the situation was handled was great from their side.
---------- Post added at 04:53 PM ---------- Previous post was at 04:49 PM ----------
Well, after google refusing to RMA my N9 with a defective screen (dark bar on screen showed up, just like it was a burn-in. Several similar reports have shown up on reddit already), I've spoken with HTC Portugal which then redirected me to their partner (repairing company) to whom I sent the device to a repair.
I got the info that the device was accepted under warranty (contrary to Google's position) for a screen repair. This was 30 days ago. Just today I called back to HTC because there is a legal limit of 30 days for repairs in Portugal and the HTC assistant was spectacular with the whole situation. They admitted promptly that the lack of parts for this device made it impossible to repair on the legal limit.
I am in fact waiting for a new device to be sent to me in a matter of a few days (or next couple of weeks): HTC appologised for the entire situation -which is not their fault anyway- and promptly answered my query by saying that they will provide me a new device and that they can not do it immediatly because they have to enquire where is there stock on the international HTC network to claim a N9 from, since there is nothing available here in Portugal.
I might have been lucky with the assistant, but this was a great costumer service and while I still don't have my device back, or a new one to replace it, the way the situation was handled was great from their side.
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.
After going back and forth with T-Mobile a few times they agreed to send me a replacement phone. They assured me during the 14 day window I had to return the phone that the upcoming update would fix all these problems and they most definitely did not. They finally agreed to send me a "new" phone although I suspect that its refurbished. They said it wasn't but the phone arrived in T-Mobile's packaging and not OnePlus's. I know manufacturers make the same product and package them differently due to different uses and the phone didn't have any scratches but I just have no trust in T-Mobile. On top of the "warranty" claim I had to make within 1 month of owning the phone, i had to pay them $50 to make the claim. This is beyond absurd.
I'm not trying to transfer everything over with OnePlus switch and google back-up but this phone can't even complete that properly. It took 1.5 hours to "move" all of my messages (67,000) over to the new phone last night but they only dated back to the beginning of 2020. I'm trying to do it again right now but i don't have much faith in it. None of the settings moved over but the home screen did. I have to log back into all of my accounts and spend another half day to do all of this without any assurance that the new phone is going to work.
Summary
Does anyone have a full proof way to move everything over. It's the same exact phone and I'd like to move setings, accounts and everything over.
Any help is very appreciated.
I would try takng it in store and have them do the OnePlus switch. I did that when I got my 8tp mclaren and even though it took half an hour it was seem less. I've been told the OnePlus switch method is the best.