Honor's customer care - Honor View 10 Guides, News, & Discussion

Honor's customer care - Honor View 10 Guides, News, & Discussion

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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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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Guess u didnt read his post fully, the customer care mentioned that US is a priority for them, so naturally u had a good experience with thr customer care their.

sting12345 said:
Seriously guys? It's like you really aren't even trying. Not everything is a tweet or an email. Real customer service does and will continue to be on an actual phone with a person. I sent Honor USA a FB message to get their number for support. They DM'd me back in 24 hours with number. I called them and spoke to real person after 1 small transfer asking which phone I had. I had purchased a view 10 also and stupidely let it slide down my leg and onto a tile floor and completely shattering the display. I told them I was disappointed that an expensive phone didn't have basic gorilla glass etc.....even though this was MY OWN FAULT not theirs. She gave me a case number and said they will pick the phone up and send it to their Texas based repair facility all paid for via UPS next day air saver. She quoted it might take 10 days to get it fixed. They picked it up on a monday, it arrived tuesday morning in Texas. They repaired and replaced the entire display and glass (must easier I suspect) and had already shipped it back out to me THAT TUESDAY. I had it in hand by thursday all fixed and brand new looking and no charge, not even for shipping.
I'm sorry I just haven't had one single bad experience with their support yet and I've had a few issues. Maybe try calling for once? Talking like humans should be doing more. Not getting on your case it's just a symptom of this generation that thinks everything is done online completely and that real interaction is never required. If anyone would like the number let me know.
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Apart you're from USA, the priority region, the issue you had is a hardware, not software. ? You already have Android 8.1, we here in Europe are still waiting for the update that came out of the box for you.

ozzfan1989 said:
I mean is spamming really the way to go? As you're a customer service representative yourself I'm sure if you're asked information that you don't my have access too you wouldn't appreciate being spammed
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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.
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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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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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You're getting disappointed in a phone OEM? Why?
Yo, I used to be on AT&T. United States. Do you realize how long we'd have to wait for an update - minor or major - when every other region in the world already got the update and, in some cases, with extra features?
You're disappointed in 8.0 to 8.1. Why?
Edit: I'm comparing an OEM that sells unlocked phones, "Huawei/Honor" to a US based carrier, "AT&T" -- not 1 to 1. But, concerning updates, which I think is relevant, some Android AT&T branded phones would be hardware identical to other regions, but we'd be almost the last region to get updates -- for even flagship phones.
Sent from my Honor View 10 using XDA Labs

Emailing them is rather useless I emailed them as soon as I heard they will stop giving out unlock codes. I asked them if I could get codes and if not using those codes will void my warranty or not. Such a simple question they never bothered reply to me either.

Siaukea said:
Emailing them is rather useless I emailed them as soon as I heard they will stop giving out unlock codes. I asked them if I could get codes and if not using those codes will void my warranty or not. Such a simple question they never bothered reply to me either.
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If you obtain an unlock code alone, that will not void your warranty. Only after unlocking your bootloader will you void the warranty.

Related

htc Titan Amazing experience

First of all, if this is against the rules, I apologize. I just want to share an amazing experience I had with HTC with my Titan. Please close if this is not allowed.
As some of you know, there are faulty Titans in which it doesn't update through Zune or at all. Mine was one. Bought it brand new here in the Philippines. Decided to have it fixed and since the model is not released here in my country, htc phils said it had to be shipped to HK global service center. Paid for the shipping and the rest is history(read below).
I sent this to Peter Chou. Found an email address online. I decided to shoot for the moon because I was so pissed.
START
Bought an HTC Titan. I'm here n the Philippines. When Zune told me an update was available, went ahead and updated. There were error codes flyin all over and the damn thing won't update. Tried everything I could to no avail. Researched on the net and found out there's a batch of htc Titans that have the same problem. Since not locally released here in the Philippines, they said I had to send it to global service center. Mind you I bought the phone for Php30,000. That's a lot of money here. I paid another Php1,500 to send it to HK. Now some Ata Lau said he was able to fix it, but I need to send HKD249.10 for HTC to ship it back. Now comes the problem. HSBC said I had to have a HKD account with them, and to open an account, the minimum was 100,000. Do you get where I'm going with this, HTC??? I've walked all over Makati yesterday, changed Php2250 to HKD300, then banks all over said I had to have an HKD account. I was willing to forgive you for the factory deffect. Was willing to pay for shipping one way, and you couldn't send the phone back unless I pay for it? C'mon! you are a multibillion company and you couldn't even pay for HKD249.10? First of all, your product was deffective. If it was mishandled by me, I would understand. But it was practically brand new. You can check the receipt I included it in the box when I sent it to your HK service center. Even if it was a risk buying a unit not locally released, as a consumer/customer, I trusted you guys, HTC, to provide the best products. I've used HTC units for almost forever. I know you manufactured for Dopod, Orange, O2, Qtek and whoever before you decided to sell on your own. I have been a staunch ally and in a way I have been helping market your product here in the Philippines. In my workplace, my friends, family, I have all convinced them to switch to HTC. I know this is all voluntary, still I hope this counts for something. I even dream of working for htc. But after this hell, I think I'll just give up. You can have the damn phone. Thinking of starting a hate campaign against your company. Is there a Steve Jobs in HTC? I heard he did stuff for Apple customers personally. No wonder they have such loyal customers. If Peter Chou read this, would he do the same? I hope so. I wish I could talk to him and recommend some improvements on the company I used to love. If I was an executive of HTC, I would read some of the mails your customers send. I know you would be paid too much just to read mails, but it would mean so much to the community if you did. It shows its not all about business, revenues, profits, its also taking care of your customers. I am a supervisor for a BPO company, and that is what we look for in a person. I hope you do the same.
END
Below is an email I sent to Peter Chou, CEO of HTC. I don't even know if he read the mail personally, but anyway, I sent this email last Saturday. I was really pissed after going back and forth between HSBC Ayala and BPI Buendia last March 9. Mind you I was just walking. Then had to go to a Money changer in Makati Ave so I can have HKD300 for the shipping. Found out I had to have a HKD account before I can send the money. it cost me Php2250 but then I had to had it changed to Php again, which only got me Php1550 inreturn. I might really be stupid, but I have no experience at all of sending foreign currency. htc Hong Kong just gave me their HSBC bank then told me to send HKD249.10. The next day I decided, they could have the phone, I give up. Then again decided to send this email. By Monday morning I got a call from an international #. When I answered a lady named Wendy said they got my letter for Peter Chou. I was like whaaaaaaattttt???? She was apologizing for the experience I had and even thanked me for speaking up and giving them the chance to improve on their service. She even explained that they would love to release the htc Titan here in the Philippines but right now there are still some things they are considering. Then She said she was able to talk to the tech from HK to confirm my phone was already fixed. She said they would forgo SOP and they will pay for the shipping and will return my phone and that I just need to wait 3 - 5 business days. I was kinda skeptic at first. 5 mins after I put the phone down, a rep from htc Phils(Angelo) whom I have always been in contact with since this ordeal called and said asked If I was able to talk to Wendy. Then I asked him who she was. He said she was a Manager for South East Asia. Then I explaind to him that because I was very pissed at them, I sent a letter to their CEO. And I asked, was it possible that they got my letter? He laughed and said maybe they did. Later at night, Angelo called again and gave me a Fedex tracking number. I was like, wow! Still I was thinking, I'll believe it when I get the phone. At around 9:45am yesterday, my Titan was with me. Ten mins after, I got a call from Wendy again. She said she just wanted to make sure that I got the phone and that it was fixed. I told her it was working but I have to wait for the next update to know if the problem was really fixed. I told her how much I appreciated this. She was saying "no we should apologize and thank you for the letter and support again" and that if ever I had problems with the phone, that I contact htc Phils, and in case they can't help me, she said to look for her.
Now, I don't know if this is an isolated case, but I was really amazed by this. Until now I can't believe this happened. How can a company as big as HTC care about one persons' problem? I hope they don't get flooded with requests and all if people read this, but to myself, I keep thinking this was one of the best phone calls I ever got in my life. This could be shallow because it was just a phone, still I appreciated it so much. I waited so long for someone to sell Titan here in the Philippines, then when I was finally able to buy one, it won't update. hehehe...anyway, I just wanted to share my experience to the community. I'm trying to share this to all other sites.

Hi, good one! My team handles customer complaints sent to the CEO here at Orange, and we would treat yours the very same way. Customer is king.

Prerna said:
Hi, good one! My team handles customer complaints sent to the CEO here at Orange, and we would treat yours the very same way. Customer is king.
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Don't take it personally, but I don't agree with Orange's policy of customer is king. My thread for how Orange made me suffer (via CEO office) is flying somewhere on XDA! - I had to quit Orange and even went to small claims courts!

drupad2drupad said:
Don't take it personally, but I don't agree with Orange's policy of customer is king. My thread for how Orange made me suffer (via CEO office) is flying somewhere on XDA! - I had to quit Orange and even went to small claims courts!
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I guess this topic should be moved to the "General topics" section.
Sorry to hear about your story. Although I couldn't say there aren't sometimes cases where no agreement can be found, these are very limited in numbers, and we usually are "large" in our negotiations. I guess your cases relates to Orange UK? Did you consider contacting the local Ombudsman, which can deliver a neutral position on your case? That's what some of our customers do when they find no solution with our services.
Back to enyaj's experience and the email he sent to P. Chou, it is quite evident something had to be done in order to have his phone shipped quickly and at no cost. Still, evident things can be sometimes are to obtain, and an email to the CEO often helps a lot!

nice to hear such stories with happy endings also it is hard to believe that HTC CEO reads emails of their customers.

MaruFas said:
nice to hear such stories with happy endings also it is hard to believe that HTC CEO reads emails of their customers.
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That is why I said "really?" to Wendy when she said they received my letter to Peter Chou. hehehe...

MaruFas said:
nice to hear such stories with happy endings also it is hard to believe that HTC CEO reads emails of their customers.
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it's most probable that his personal assistant read it and forwarded it to Wendy.

Prerna said:
it's most probable that his personal assistant read it and forwarded it to Wendy.
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Yeah I believe this is what happened. Still, they answered it so I'm happy. hehehe..

So Who Got a Kickstarter Nov Standard USA Edition and is Still Waiting?

Omate keeps saying that they shipped all the Kickstarter USA editions already. But I have not gotten my Kickstarter Standard Nov watch yet, and they don't respond to emails nor give tracking numbers anymore, so I have no idea if it was shipped and got lost or if it's not yet shipped, nor do I have any way of finding this out.
Does anyone else stlll NOT have their Kickstarter Standard (Nov) USA edition watch yet? Does anyone know how the heck to actually have Omate respond to watch shipment inquiries?
Tony

They have announced that they will not respond to any shipping-related inquiries.
My 1/8/1900 Nov Dev edition ordered on the very last day of the kickstarter campaign arrived in early February. I may have been the first in the USA to get mine and the last to support thru KS. Odd. I had to sign for it, I got an email with a tracking number that worked, and the order was filled correctly !
Yours may have been overlooked and never shipped. If it was an early KS Dev edition with a numbered backplate, it is likely still on its way - a lot of people in the USA are just receiving those now and many are not getting tracking number emails due to, um, logistics issues...
Sent from my Nexus 5 using Tapatalk

trent999 said:
They have announced that they will not respond to any shipping-related inquiries.
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UGH! Then how will I ever get this watch? It's crazy really. It's like they stole my money for no product.

Well, they were getting tons of emails on all their exposed addresses mainly from folks upset about the shipping delays, over and over. So, instead of silently ignoring most of these, Omate just announced up front that they couldn't answer them all, at least at this point, and that they were not going to try. I look at that as more realistic and more near honest, though not encouraging.
I hope yours is delivered soon. It isn't much like what I backed, really, but it is a lot of fun and amazes people when I show it to them.
Sent from my Nexus 5 using Tapatalk

trent999 said:
Well, they were getting tons of emails on all their exposed addresses mainly from folks upset about the shipping delays, over and over. So, instead of silently ignoring most of these, Omate just announced up front that they couldn't answer them all, at least at this point, and that they were not going to try. I look at that as more realistic and more near honest, though not encouraging.
I hope yours is delivered soon. It isn't much like what I backed, really, but it is a lot of fun and amazes people when I show it to them.
Sent from my Nexus 5 using Tapatalk
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I hear you, but it's one thing to email about shipping delays. It's another when they say they shipped all Nov standard edition USA watches and I didn't get mine, so it obviously either got lost or they mistaken did NOT ship. In either case, I'll NEVER get it and have no way to communicate to them and they have my money with no way of getting it back (or the watch). I'm sorry, but this situation is ridiculous!! I could wait longer if I knew I was actually ever going to get it.
So back to the original question - is there anyone else who didn't get it yet from the Kickstarter Nov standard USA edition?

My TS was in transit for almost three weeks. You also need to keep in mind that the USPS is garbage and has been for some time now. They have let go almost 100,000 people over the past year or two, are billions of dollars in debt/defaults, closed multiple sorting centers and smaller post offices and are using sub-contractors in a number of places as well. Not to mention the increased reports of bogus "attempted delivery" attempts, not getting signatures and simply leaving packages where ever they feel like when they do deliver. So Omate may be to blame for some stuff but they are not the only ones.

Lokifish Marz said:
My TS was in transit for almost three weeks. You also need to keep in mind that the USPS is garbage and has been for some time now. They have let go almost 100,000 people over the past year or two, are billions of dollars in debt/defaults, closed multiple sorting centers and smaller post offices and are using sub-contractors in a number of places as well. Not to mention the increased reports of bogus "attempted delivery" attempts, not getting signatures and simply leaving packages where ever they feel like when they do deliver. So Omate may be to blame for some stuff but they are not the only ones.
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Irrespective of the quality of the USPS, it's RIDICULOUS that Omate does not send out even any notification of when it was shipped just so I know that it was shipped. Right now, I have NO IDEA if my $200+ watch & accessories were lost in the mail somewhere or someone stole it off my front porch or if they lost my order with no intention of ever sending it. OMATE NEEDS TO GIVE ME THIS INFORMATION - no one else can. Sorry - but until they do it is THEIR fault entirely. I have no way of knowing. And since I cannot find a single Nov USA standard addition backer who has NOT received it yet, I have to think this has gotten either physically lost in transit or they lost my order info.
I have NO IDEA how to find this out. I'm not sure why people here are defending Omate for this ridiculous and completely unacceptable lack of communication. I can wait if it's still coming - I just need to know what happened to mine if everyone else got theirs.

Have you tried emailing them a civil request for tracking info carefully explaining your situation? Maybe even have the subject read "Order possibility lost during shipping, need info". And just some friendly advice, being a jerk will get you no where with them and probably get your email ignored.
BTW. Check your attitude buddy. If you think I'm an Omate defender then you have clearly been living in a cave the past 8 months.

He's likely referring to me, Lokifish. I told him about Omate's recent announcement that they were overwhelmed with emails from upset backers and would go officially into Ignore Them mode.
I was glad Omate at least admitted this publicly instead of continuing to conceal it, but it sure freezes out people like Tones2 who have a real and serious need to get in touch with Omate over delivery issues.
Now we are finding that the last batch of numbered Dev editions had at least a few shipped with the cheaper lower ram and storage early EU versions. I bet these are ones that were left over after Omate tried to sell them into various distributors for resell.
If they distribute the next update with the security still totally fckd, that would be approaching a total shut out game.
Sent from my Nexus 7 using Tapatalk

Lokifish Marz said:
Have you tried emailing them a civil request for tracking info carefully explaining your situation? Maybe even have the subject read "Order possibility lost during shipping, need info". And just some friendly advice, being a jerk will get you no where with them and probably get your email ignored.
BTW. Check your attitude buddy. If you think I'm an Omate defender then you have clearly been living in a cave the past 8 months.
Click to expand...
Click to collapse
Well, this is just recently acquired attitude. I was not one of those people blasting Omate for not meeting their initial delivery dates and was (and still am) perfectly willing to wait over 6 months for this watch. I totally understand the delays, personnel issues of a small start up, and initial buginess of the product. However, after they publically announce that they have shipped all of the USA watches, and then publically announce that they are not going to send out any shipping info nor respond to any emails whatsoever, and after I sent them 3 or 4 very polite emails inquiring what happen to MY watch if they shipped all USA kickstarter models (with a subject similar to what you suggested) all with zero response from them, then yes I start to get REALLY PISSED OFF. I think this is justified.
Do I have any recourse with reporting this situation to Kickstarter? At this point, I don't know where to turn. I've been trying to avoid using their facebook site for this inquiry, but maybe public shame will wake them up, although that doesn't seen to have worked to date..

For what it's worth, though it's not a US shipment, it's not far off... I'm (still) waiting on any sign whatsoever that my 1/8 1900 standard edition is making its way to me up here in Montreal. No shipping notification, and if there's no attempted delivery notification when I get home from work today, I'm sending a polite email which, when all is said and done, will come down to "Could you provide me with some proof that the watch is, indeed, on its way to me?". Because good faith is one thing, but being completely forgotten is another.

mnemonic.code said:
For what it's worth, though it's not a US shipment, it's not far off... I'm (still) waiting on any sign whatsoever that my 1/8 1900 standard edition is making its way to me up here in Montreal. No shipping notification, and if there's no attempted delivery notification when I get home from work today, I'm sending a polite email which, when all is said and done, will come down to "Could you provide me with some proof that the watch is, indeed, on its way to me?". Because good faith is one thing, but being completely forgotten is another.
Click to expand...
Click to collapse
Yeah - good luck on getting a reply to ANY email whatsoever....

Tones2 said:
Yeah - good luck on getting a reply to ANY email whatsoever....
Click to expand...
Click to collapse
As much to my surprise as anyone's, Magan got back to me and (despite apparently not entirely understanding my question, as I was told it was "too late to change my delivery address"), I got given a tracking number! Small victory, at least.
Interestingly, it shows my watch as having shipped on the 28th, not on the 18th as the update would have had you believe, and the last update shows it leaving Switzerland on the 4th. Where it is now, I have no clue, but it's apparently in transit to me (in Canada). Will update when and if I get further news.

mnemonic.code said:
As much to my surprise as anyone's, Magan got back to me and (despite apparently not entirely understanding my question, as I was told it was "too late to change my delivery address"), I got given a tracking number! Small victory, at least.
Interestingly, it shows my watch as having shipped on the 28th, not on the 18th as the update would have had you believe, and the last update shows it leaving Switzerland on the 4th. Where it is now, I have no clue, but it's apparently in transit to me (in Canada). Will update when and if I get further news.
Click to expand...
Click to collapse
I was afraid to back the kickstarter because you can truly end up with nothing for your money. When all the watches started arriving for people I went on ebay and bought one. People are selling the watches at a discount because it doesn't work properly right out of the box. I got my watch early last week and only paid a few days before I got it

I am also in Canada. From the time my ts left China to the time it arrived at my door I could not track it. Tracking always said left China. Then one day it just arrived at my door.

rhineymac said:
I am also in Canada. From the time my ts left China to the time it arrived at my door I could not track it. Tracking always said left China. Then one day it just arrived at my door.
Click to expand...
Click to collapse
How long did it take end-to-end, rhineymac? I'm curious as to when I should start getting more anxious.

mnemonic.code said:
How long did it take end-to-end, rhineymac? I'm curious as to when I should start getting more anxious.
Click to expand...
Click to collapse
A little over three weeks. Mine was held at customs for 10 days

rhineymac said:
A little over three weeks. Mine was held at customs for 10 days
Click to expand...
Click to collapse
Well, then I'm theoretically within 10 days of receiving mine, then, the status updated to "Handed to customs" last night!

Wish me luck, folks! According to tracking info:
Thu 17.04.2014 11:05 Delivery attempt: addressee absent
Going to the post office after work to attempt to pick it up.

Huawei Customer Support experience with my Nexus 6p

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.

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.

Axon 7 RMA Experience

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.

Australian Free Wireless Charger Promotion - (Waiting Room)

I wanted to register for the promotion and receive a free wireless charger but so far, they haven't even enabled registration on their promo website.
https://www.samsung.com/au/note8-wirelesscharger-offer
None of the links to the registration form actually work. The site says to register when you receive your device (which I have) but doesn't say that the registration will open on a certain date. The promo ends tonight but I can't see why they'd have to wait until the promo ends before opening up registrations.
Can anyone else access the registration form?

It is live now. But the form seems broken. The address lookup field...doesn't look up anything. So the form stays incomplete. I have tried with different browers and devices with the outcome the same.

Salveh said:
It is live now. But the form seems broken. The address lookup field...doesn't look up anything. So the form stays incomplete. I have tried with different browers and devices with the outcome the same.
Click to expand...
Click to collapse
I had the same issue. Did not work on my Firefox or Chrome. For some reason it worked fine on my wife's PC (firefox), with the address field popping out.
However...... Prepare for a nightmare.
I just wasted over an hour fighting with the website with issues, and then having Vodafone telling me to call Samsung, and Samsung telling me to call Vodafone. What a mess. The biggest issue comes from the Proof of purchase number. There isn't one.
The Proof of purchase receipt that I have scanned does not show it and Vodafone support says that they don't have a Proof of purchase number to give me, with the final verdict being to "just type in your account number". Seriously.
Next on the list is if I use the field "Previous note 7 owner" then the web page will refuse to load to the next page. It's screwed. Vodafone instructed me to say that I did NOT own a note 7 even though I actually did own one ...through Vodafone themselves. Now my form has gone through with seeming "false" information and both Vodafone and Samsung are claiming "it might be okay". Currently I have zero faith in this clustertruck.

Rezzaps said:
I had the same issue. Did not work on my Firefox or Chrome. For some reason it worked fine on my wife's PC (firefox), with the address field popping out.
However...... Prepare for a nightmare.
I just wasted over an hour fighting with the website with issues, and then having Vodafone telling me to call Samsung, and Samsung telling me to call Vodafone. What a mess. The biggest issue comes from the Proof of purchase number. There isn't one.
The Proof of purchase receipt that I have scanned does not show it and Vodafone support says that they don't have a Proof of purchase number to give me, with the final verdict being to "just type in your account number". Seriously.
Next on the list is if I use the field "Previous note 7 owner" then the web page will refuse to load to the next page. It's screwed. Vodafone instructed me to say that I did NOT own a note 7 even though I actually did own one ...through Vodafone themselves. Now my form has gone through with seeming "false" information and both Vodafone and Samsung are claiming "it might be okay". Currently I have zero faith in this clustertruck.
Click to expand...
Click to collapse
I logged into My Vodafone and found a form to request the Proof of Purchase document. They'll send it to me via email in the next couple of days. Be interesting to see if this mythical "Proof of Purchase number" is on this document. If not, I can see both Samsung and Vodafone finding themselves in legal hot water over what appears to be a promotion that is impossible to actually redeem. If they make this too difficult, I'll put in a complaint to the ACCC as this kind of thing is illegal.

Just registered for my wireless charger this afternoon, w00t! Hopefully these don't take forever to confirm and ship like the S7 Gear VR's did. lol..

Has anyone that registered for the promo received any confirmation from Samsung? I asked Vodafone for a Proof of Purchase but it didn't have all of the information Samsung is demanding. I used it for my registration anyway as Vodafone don't provide any documentation that complies with Samsung's demands. I'm waiting to see if they accept it anyway. If they don't, I'll lodge a complaint against Samsung and Vodafone (because they advertised the promotion on their site) with the Australian Competition and Consumer Commission (ACCC). Samsung can't offer a promotion with conditions that are impossible to fulfil and Vodafone shouldn't advertise that promotion if they can't provide the required documents to enable a customer to participate. I'll drag both of them through the legal mud by their balls if I have to.

completed it 11 days ago and got an email saying they will respond in up to 15 days whether I got my "gift" or not.
That was a week ago...
I used my receipt number in the proof of purchase number but I paid through Paypal. Waiting to see how they will deal with that...
Going back and checking There is a reference number and a link to check how the redemption is going. Clicking the link sends me to a site asking for the reference number and my registered email. After entering the data I get a message here -

Mines approved. Waiting to be shipped.

Registered the day it went live, still status is registered
Also does anyone know why America and other country got more pre order gifts than us?
Other country had the choice of either a wireless charger, and a 128gbSD card or a VR camera and a SD card,.
Just wondering

Received this email today.
Dear Samsung Note8 Customer,
We hope you are enjoying your new Note8.
We would like to apologise for the delays in processing your claim for the Samsung Wireless Charger Promotion. The demand for the Wireless Charger has exceeded expectations and overwhelmed our promotions team.
Rest assured though, we have expanded the team and are working hard to get through the claims as quickly as possible. You will receive an email once your claim has been processed and also when your Wireless Charger has been shipped.
In the meantime, if you would like to check the status of your claim, please access the redemption website here.
Thank you for your patience.
Yours,
Samsung Promotions Team
Looks like I'm going to waiting forever.

Yep, got the same notice and a couple hours later got a notification that my purchase docs had been validated but now it would take (up to) 5 days to validate my IMEI... If the IMEI is deemed not valid they will let me know...
How nice, you have a wonderful new toy, the receipt is fine but the IMEI may not be valid... Awaiting Validation Limbo...
Seriously, WTF?!!!

ultramag69 said:
Yep, got the same notice and a couple hours later got a notification that my purchase docs had been validated but now it would take (up to) 5 days to validate my IMEI... If the IMEI is deemed not valid they will let me know...
How nice, you have a wonderful new toy, the receipt is fine but the IMEI may not be valid... Awaiting Validation Limbo...
Seriously, WTF?!!!
Click to expand...
Click to collapse
yeah samsung dont seem to be as talented in organising things like this.
still waiting on the "Loyalty bonus" thing as well... very poorly communicated thing that we should be very pleased and excited about but now am just tired and angry about.

Well that was a drama and a half... Finally got the "Congratulations" email. Now it will only take up to a month to send out...
It's like the star wars saga, it just keeps going even after you think it is finished for good.....
Arrived a week ago... Not bad, but would've preferred the 256gb micro sd....

Registered Sept 22nd
Approved Oct 12th
Dispatched Oct 27th
Received Oct 31st
Email notifications are slower than the actual progress.. I received the "dispatch" email on the same day I received it.

note 8 promotions
Rezzaps said:
I had the same issue. Did not work on my Firefox or Chrome. For some reason it worked fine on my wife's PC (firefox), with the address field popping out.
However...... Prepare for a nightmare.
I just wasted over an hour fighting with the website with issues, and then having Vodafone telling me to call Samsung, and Samsung telling me to call Vodafone. What a mess. The biggest issue comes from the Proof of purchase number. There isn't one.
The Proof of purchase receipt that I have scanned does not show it and Vodafone support says that they don't have a Proof of purchase number to give me, with the final verdict being to "just type in your account number". Seriously.
Next on the list is if I use the field "Previous note 7 owner" then the web page will refuse to load to the next page. It's screwed. Vodafone instructed me to say that I did NOT own a note 7 even though I actually did own one ...through Vodafone themselves. Now my form has gone through with seeming "false" information and both Vodafone and Samsung are claiming "it might be okay". Currently I have zero faith in this clustertruck.
Click to expand...
Click to collapse
by not saying you had a note 7 you may have missed out on the $250 note 7 loyalty promotion,i didn't have proof that i use to have 2 note 7s' on contract,i got telstra to print out my contract details,Samsung sent back an email saying, as you are also eligible for a bonus $250 Samsung online promotion code, we have transferred your claim to the 'Galaxy Note7 Loyalty Reward Offer' website.,which made me have to wait longer,everything now has been verified and i was told to wait up to 30 business days,as from today i have a week to go.i sent them an email saying the note 9 will be out by the time i get my charger.

Better Mobile App

welcome