Well, I read about trade in problems but didn't think it would happen to me. I traded in my iPhone 7 Plus at samsung.com for $300 and just got word that it hasn't been accepted because either it won't turn on or I didn't reset the device. I have video evidence of the device turning on to original factory condition, but I do NOT want to deal with this! The worst part about all this is that they received the device over a month ago, and now they're telling me it won't turn on? What did they do with it for the last month?
Anyway, just wanted to rant for a second. In the long run, it isn't a huge deal, but I will absolutely never buy from Samsung again. I may even get rid of my s10 and keep my iPhone 7 that they send back, assuming it is still in the condition I sent it in.
Edit: Samsung has reexamined the phone I sent in and has now approved my trade-in. Glad that's over!
That's ridiculous. Samsung doesn't know how to run a trade in program.
Sent from my Galaxy Note8
mhill1986 said:
Well, I read about the cases but didn't think it would happen to me. I traded in my iPhone 7 Plus at samsung.com for $300 and just got word that it hasn't been accepted because either it won't turn on or I didn't reset the device. I have video evidence of the device turning on to original factory condition, but I do NOT want to deal with this! The worst part about all this is that they received the device over a month ago, and now they're telling me it won't turn on? What did they do with it for the last month?
Anyway, just wanted to rant for a second. In the long run, it isn't a huge deal, but I will absolutely never buy from Samsung again. I may even get rid of my s10 and keep my iPhone 7 that they send back, assuming it is still in the condition I sent it in.
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Click to collapse
When me and my friend ordered S8 couple of years ago and traded in a device...before long, many users were not happy about this whole trade-in process. Some people's devices were accepted and others didn't. So our first trade-in process took about a month before Samsung sent us an email accepting our phones, we were of course happy. Samsung should normally appraise trade in device within 2 weeks, but when it takes longer, than it isn't fun. This is the only time it took 4 weeks of waiting. After that I bought few S9 devices in 2018, but in different time and all of the trade in phones were accepted within 2 weeks. I believe what happens is that Samsung or the third party company gets overwhelmed with orders/trade in devices. I wonder how long the test procedure lasts...minutes/hours or days. If few minutes, then there should be no error on their part.
Do you remember when after resetting the phone you turned it off or it was still on? I am just curious to find out if battery ran out of power and if it took them a month to look at your trade in, so maybe battery depleted a bit more and needed more time to be plugged in before turning on.
Charkatak said:
When me and my friend ordered S8 couple of years ago and traded in a device...before long, many users were not happy about this whole trade-in process. Some people's devices were accepted and others didn't. So our first trade-in process took about a month before Samsung sent us an email accepting our phones, we were of course happy. Samsung should normally appraise trade in device within 2 weeks, but when it takes longer, than it isn't fun. This is the only time it took 4 weeks of waiting. After that I bought few S9 devices in 2018, but in different time and all of the trade in phones were accepted within 2 weeks. I believe what happens is that Samsung or the third party company gets overwhelmed with orders/trade in devices. I wonder how long the test procedure lasts...minutes/hours or days. If few minutes, then there should be no error on their part.
Do you remember when after resetting the phone you turned it off or it was still on? I am just curious to find out if battery ran out of power and if it took them a month to look at your trade in, so maybe battery depleted a bit more and needed more time to be plugged in before turning on.
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Click to collapse
In the video I took before sending in the device, I power it up, let it load to the "choose your language" screen, then power it off. It's a tough situation both for me and Samsung because while I understand they can't accept non working devices, I know it was working when I sent it in over a month ago.
They told me to send them the video I took of the device powering on. We'll see what happens.
mhill1986 said:
In the video I took before sending in the device, I power it up, let it load to the "choose your language" screen, then power it off. It's a tough situation both for me and Samsung because while I understand they can't accept non working devices, I know it was working when I sent it in over a month ago.
They told me to send them the video I took of the device powering on. We'll see what happens.
Click to expand...
Click to collapse
You can ask them to re-evaluate the phone again and that may give better results. That is what people were doing when their phones weren't accepted. They called Samsung, asked for a manager(if things didn't get resolved properly), explained the situation, gave pictures/videos and then managers/staff would try to do an appraisal again. Hope it works out for you. Yesterday I ordered S10e and picked iPhone 7 as a trade in device myself
Since Samsung never sees these phones during the inspection process you have to wonder what employee skill level Ingram Micro uses to inspect these phones. LOL, for all we know they're using part-time high school kids. Of course it's Ingram Micro in the US, but I'd imagine they use a contractor in other countries also.
Tel864 said:
Since Samsung never sees these phones during the inspection process you have to wonder what employee skill level Ingram Micro uses to inspect these phones. LOL, for all we know they're using part-time high school kids. Of course it's Ingram Micro in the US, but I'd imagine they use a contractor in other countries also.
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Click to collapse
Samsung is probably sending/selling trade-ins to some third party company that they have a contract with. I hope Samsung does understand that they don't need any more scandal after the Note 7 issues + in 2017 similar trade in issues that way too many users had.
mhill1986 said:
In the video I took before sending in the device, I power it up, let it load to the "choose your language" screen, then power it off. It's a tough situation both for me and Samsung because while I understand they can't accept non working devices, I know it was working when I sent it in over a month ago.
They told me to send them the video I took of the device powering on. We'll see what happens.
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Any update on your trade in case?
Charkatak said:
Any update on your trade in case?
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Yes, thank you. I called Samsung support and was encouraged to send an email with my video attached. I did so and told them in detail exactly what had happened--how I had sent in a working, factory-reset phone but had received an email saying that my phone wouldn't power on and was not factory reset.
Customer support promptly emailed me back saying, it says here that your phone was rejected because it won't power on and was not factory reset.
I emailed back saying, "Did you even read my email? You just told me exactly what I told you." And I explained my issue again.
They emailed me back saying they would check the phone again, and that they would not charge me in the meantime.
Edit: I edited this post to say that Samsung is not charging me while they recheck my iPhone. I initially thought they were do to some confusing wording in their email.
Now I'm waiting for them to check the phone again. We shall see.
Bummer, keep the pressure on lost Samsung support
mhill1986 said:
Yes, thank you. I called Samsung support and was encouraged to send an email with my video attached. I did so and told them in detail exactly what had happened--how I had sent in a working, factory-reset phone but had received an email saying that my phone wouldn't power on and was not factory reset.
Customer support promptly emailed me back saying, it says here that your phone was rejected because it won't power on and was not factory reset.
I emailed back saying, "Did you even read my email? You just told me exactly what I told you." And I explained my issue again.
They emailed me back saying they would check the phone again, but that I would be charged in the meantime.
Now I'm waiting for them to check the phone again. We shall see.
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Click to collapse
I recently purchased S10e and picked to trade in my iPhone 7. I already got the phone and on Monday my trade-in will be mailed.
mhill1986 said:
Yes, thank you. I called Samsung support and was encouraged to send an email with my video attached. I did so and told them in detail exactly what had happened--how I had sent in a working, factory-reset phone but had received an email saying that my phone wouldn't power on and was not factory reset.
Customer support promptly emailed me back saying, it says here that your phone was rejected because it won't power on and was not factory reset.
I emailed back saying, "Did you even read my email? You just told me exactly what I told you." And I explained my issue again.
They emailed me back saying they would check the phone again, but that I would be charged in the meantime.
Now I'm waiting for them to check the phone again. We shall see.
Click to expand...
Click to collapse
This is crazy, I have traded in my S7, S8 and S9 and have never had an issue but I did start taking pictures of the phone powered up just in case this happens to me.
I sincerely hope that they refund your money promptly and we should all send in complaints if they don't.
I am seriously considering going with the next Pixel due to this issue (and the slow updates)...of course Google has it's service issues too.
You would think Samsung would treat repeat customers better?
Keep us updated, please.
Good luck...
Sent from my SM-G973U1 using Tapatalk
maddie01 said:
This is crazy, I have traded in my S7, S8 and S9 and have never had an issue but I did start taking pictures of the phone powered up just in case this happens to me.
I sincerely hope that they refund your money promptly and we should all send in complaints if they don't.
I am seriously considering going with the next Pixel due to this issue (and the slow updates)...of course Google has it's service issues too.
You would think Samsung would treat repeat customers better?
Keep us updated, please.
Good luck...
Click to expand...
Click to collapse
I just checked the email again, and it actually looks like they are not charging me yet, at least until they get the chance to recheck my iPhone. I misunderstood the email; the wording was very strange because it was written by somebody who doesn't speak English as their first language. I don't mean that disparagingly--it just had some really strange wording.
Samsung support is one of the worse support I ever seen.
I had issues buying my S10e online and no one could solve or tell me why my order were being canceled if all my information and credit cards were correct. Was a real pain. I just didn't gave up because I refuse to use apple Iphone and I'd like to keep using Samsung Pay. I tried support over phone, chat and email. Their support just keep talking the same scripts and looks they don't read your email, chat or pay attention or listen/understand to what you talk. English isn't my first language and I don't feel comfortable to criticize any other no english speaker and I don't expect perfection neither. However their accent are extremely difficult to understand and sometimes we can feel they didn't understand you completely. It looks like you're talking with robots. And if you insist to talk with a manager or high level support they keep you waiting on the telephone giving you the excuse the manager is busy helping other clients until you give up. I waited more than 30 min trying to talk with one.
Terrible support. Definitely a shame. Hope some high employee could see those bad review popping up here and there and take serious steps to attend their clients better...
I'm happy to report that Samsung reexamined my iPhone and has now accepted my trade-in. While it wasn't the smoothest process, at least it ended well.
mhill1986 said:
I'm happy to report that Samsung reexamined my iPhone and has now accepted my trade-in. While it wasn't the smoothest process, at least it ended well.
Click to expand...
Click to collapse
Good deal, it most likely was finally examined by someone from Samsung and not some part-time contract worker.
mhill1986 said:
I'm happy to report that Samsung reexamined my iPhone and has now accepted my trade-in. While it wasn't the smoothest process, at least it ended well.
Click to expand...
Click to collapse
Nice, happy for you!
By the way, yesterday I did receive email from Samsung about my recent trade in as well, which was accepted successfully. This will be my 4th phone that I have traded in within 3 years
Good to see that they have at least a return option. They didn't before.
Sent from my SM-G975U using Tapatalk
I trade in my s8 recently, I flashed the most recent firmware before sending and removed twrp, root and sent it to them, a week later the email me that it was accepted but a few hours later they sent me another email saying there was a problem: "software corrupted knox1". They asked me to pay £100 in excess for the repair
garciarivan said:
I trade in my s8 recently, I flashed the most recent firmware before sending and removed twrp, root and sent it to them, a week later the email me that it was accepted but a few hours later they sent me another email saying there was a problem: "software corrupted knox1". They asked me to pay £100 in excess for the repair
Click to expand...
Click to collapse
But that's fair because you rooted the device.
Sent from my Galaxy Note8
Related
Hi, all.
I'm a recent Galaxy Note convert. Migrated from years of glitchy and crap service from Sprint, and also a defective HTC EVO 3D. I absolutely LOVE my Note in ceramic white. However, I have had a couple of initial teething issues that I don't know are actual "problems," or just what to expect with a new Android device.
My Note is pretty much flawless most of the time, but there are instances where I've had random reboots, prolonged freezing up of the device (like when selecting certain live wallpapers and customizing their effects), and other times when transitioning from one program to the homescreen, and my phone will lag up and the icons will disappear off the screen and slowly reload a few icons at a time until everything is there, again. Also, I just realized that sometimes when I have alarms set to go off, they won't wakeup my screen. The alarm will go off but the screen will remain off. Other times the alarm will wakeup my device and turn the screen on.
So, my question is... should I be concerned and demand a new phone from Best Buy Mobile, or are these normal issues and nothing to really worry about? When I went to Best Buy, yesterday, to try and get a new phone, they were really apprehensive about it. They told me that AT&T would not allow them to replace the phone if the issues couldn't be replicated in the store (of course!). The rep did say some valid things to me about what could be causing the issues, but the whole random rebooting thing is what really has me concerned. He told me the phone was so new and that software updates have really came out yet to address any type of initial issues. Do you all agree or should I really try to get a new device??
Thanks in advance for any help.
I would get it replaced. I have not had a random reboot in both the stock rom and the SauROM custom rom. I know many others here, do not have random reboots. Something is definitely wrong hardware wise.
No random reboots or freezing on mine.
Sent from my SAMSUNG-SGH-I717 using xda premium
If you're getting random reboots on stock rom with no OC, then definitely go and demand a new phone. This sounds like faulty hardware. I've never had a random reboot, even though I am undervolting and OC'd to 1.83Ghz.
tenderchkn said:
If you're getting random reboots on stock rom with no OC, then definitely go and demand a new phone. This sounds like faulty hardware. I've never had a random reboot, even though I am undervolting and OC'd to 1.83Ghz.
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Click to collapse
keilbaca said:
I would get it replaced. I have not had a random reboot in both the stock rom and the SauROM custom rom. I know many others here, do not have random reboots. Something is definitely wrong hardware wise.
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Click to collapse
Thanks for the advice. Yes, I am running stock ROM. So now it seems like I'm having two problems... the first being that literally no store in my immediate area has anymore ceramic white Notes in-stock and the second being the unwillingness of BB Mobile reps to replace the phone. Today ends my 14-day trial with AT& (even though I have 30-days to make a final decision) and I'm limited on how much I can do today due to an engagement I must attend, tonight. Does anyone have anymore suggestions on what I can or should do? Thanks for much for helping me sort through this. I knew that random reboots didn't sound right.
tenderchkn said:
If you're getting random reboots on stock rom with no OC, then definitely go and demand a new phone. This sounds like faulty hardware. I've never had a random reboot, even though I am undervolting and OC'd to 1.83Ghz.
Click to expand...
Click to collapse
When u overclock do you notice the phone grtig hotter than when you don't?
Sent from my SAMSUNG-SGH-I717 using XDA
keilbaca said:
I would get it replaced. I have not had a random reboot in both the stock rom and the SauROM custom rom. I know many others here, do not have random reboots. Something is definitely wrong hardware wise.
Click to expand...
Click to collapse
Agree.
The other stuff you mention (laggy screen transitions and such) seems to be par for the course where just about any Samsung Galaxy phone is concerned, to differing degrees on different devices, but there's zero reason why a brand new device should be locking up and powering off on you, unless there's more to the story.
In either case, dump it and get a new one.
ryandelman said:
Agree.
The other stuff you mention (laggy screen transitions and such) seems to be par for the course where just about any Samsung Galaxy phone is concerned, to differing degrees on different devices, but there's zero reason why a brand new device should be locking up and powering off on you, unless there's more to the story.
In either case, dump it and get a new one.
Click to expand...
Click to collapse
Thanks. There's no more to the story. Haven't really played around with the phone much or modified anything. Anything modifications I've done have been 100% stock. I guess I'll have to try and get the black/blue Note and before my 30-days or up, hope to swap it out for another ceramic white. Considering this wasn't my fault and BB gave me the run-a-round.
Do what you have to do, but get that sucker replaced. If you have to raise your voice with them and tell them they sold you faulty hardware and you want a replacement or a full refund. If they say no, tell them to get their boss, if that person says no, tell them to get their boss. Eventually they will say their boss is not there, at that point tell them to get the DM (district manager) on the phone. Someone will bend and give you want you deserve, that's the whole point of a return policy. Honestly if they did absolutely ANYTHING but give me what I wanted with a smile on their face, I would demand a refund as they have not erned my money. Take that refund and go to an ATT store or go online and buy that phone. I have had to take the "get your boss" route several times when they tried to give me the run around and I know I'm right. Once someone tried to tell me that they wern't aloud to call/contact their DM (this was a radio shack), so i found called another radio shack and just asked "whos your DM...ok and I need to contact him, can I have a number" and about 5 minutes of hold I had their number and called him directly to tell him the BS I was dealing with. At some point you will get the guy who isnt taking the return personally and knows his job is to smooth this crap out, simple as that.
Chief Geek said:
Do what you have to do, but get that sucker replaced. If you have to raise your voice with them and tell them they sold you faulty hardware and you want a replacement or a full refund. If they say no, tell them to get their boss, if that person says no, tell them to get their boss. Eventually they will say their boss is not there, at that point tell them to get the DM (district manager) on the phone. Someone will bend and give you want you deserve, that's the whole point of a return policy. Honestly if they did absolutely ANYTHING but give me what I wanted with a smile on their face, I would demand a refund as they have not erned my money. Take that refund and go to an ATT store or go online and buy that phone. I have had to take the "get your boss" route several times when they tried to give me the run around and I know I'm right. Once someone tried to tell me that they wern't aloud to call/contact their DM (this was a radio shack), so i found called another radio shack and just asked "whos your DM...ok and I need to contact him, can I have a number" and about 5 minutes of hold I had their number and called him directly to tell him the BS I was dealing with. At some point you will get the guy who isnt taking the return personally and knows his job is to smooth this crap out, simple as that.
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Click to collapse
Thanks for the excellent response. I just returned from the BB Mobile store I purchased my Note from. Even though I was told BEFORE I came that they had ONE ceramic white Note left... when I got there, I was told not only did they not have anymore white Notes (and haven't had any for a few days) but they were completely sold out of black Notes. I was then told to "factory reset" my phone, as a "be all to end all" solution. I feel so exhausted. I'm scared to ask for a refund and then go to an AT&T store and AT&T tells me they won't approve me for a line of service. I know it's most likely improbable that will happen, but you never know. I just don't want to be locked into a contract and then they have the ultimate freedom to not work with me. But what you said makes a lot of sense. I wish you had posted your response before I went to the BB Mobile store. I really don't want to take a second trip there, tonight.
Dr. Evo said:
Thanks for the excellent response. I just returned from the BB Mobile store I purchased my Note from. Even though I was told BEFORE I came that they had ONE ceramic white Note left... when I got there, I was told not only did they not have anymore white Notes (and haven't had any for a few days) but they were completely sold out of black Notes. I was then told to "factory reset" my phone, as a "be all to end all" solution. I feel so exhausted. I'm scared to ask for a refund and then go to an AT&T store and AT&T tells me they won't approve me for a line of service. I know it's most likely improbable that will happen, but you never know. I just don't want to be locked into a contract and then they have the ultimate freedom to not work with me. But what you said makes a lot of sense. I wish you had posted your response before I went to the BB Mobile store. I really don't want to take a second trip there, tonight.
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Click to collapse
I understand man, its a chore to deal wit hthis crap. I do not know how the deal between ATT and BB works, but if you have a ATT store around maybe give them a call and tell them about what your dealing with, or hell call ATT customer service and tell them that they sold you a defective phone and you're just trying to get a new one. Wiping may actually help, but who knows. Your on a time crunch, I'd be more aggressive with every passing day. Maybe someone here can shed some light on the relationship between the two entities and if there is anything ATT can do.
Chief Geek said:
I understand man, its a chore to deal wit hthis crap. I do not know how the deal between ATT and BB works, but if you have a ATT store around maybe give them a call and tell them about what your dealing with, or hell call ATT customer service and tell them that they sold you a defective phone and you're just trying to get a new one. Wiping may actually help, but who knows. Your on a time crunch, I'd be more aggressive with every passing day. Maybe someone here can shed some light on the relationship between the two entities and if there is anything ATT can do.
Click to expand...
Click to collapse
Thanks again for all of your help. I was actually thinking about calling AT&T and saying what you suggested. I think I'll give them a call when I'm done with my engagement. Again, I appreciate all of your help and suggestions.
Sent from my SAMSUNG-SGH-I717 using xda premium
tenderchkn said:
If you're getting random reboots on stock rom with no OC, then definitely go and demand a new phone. This sounds like faulty hardware. I've never had a random reboot, even though I am undervolting and OC'd to 1.83Ghz.
Click to expand...
Click to collapse
A little off topic, but what did you undervolt to? I am running at 1.83ghz right now, and am curious what you undervolted to. Anything to save a little heat from forming and battery life for this thing
*UPDATE* So I just got off the phone with AT&T customer service. Now, grant it, this is only my second experience dealing with AT&T customer service and they were probably bending over backwards for me because I am not a customer locked to contract... but I have a very pleasant and satisfying experience with AT&T. Not the horror stories I've heard online. I talked to two different reps, one regular rep and another in the warranty dept, and both were helpful, knowledgeable, and shutdown all of the lies Best Buy had told me.
Both reps said they had no idea why BB was being asses about giving me a new phone. The rep in the warranty dept went much further, and apologized to me for all of the troubles they put me through ... and specifically stated that she had no idea why BB didn't simply give me a brand new phone, as that's the whole reason AT&T has the 30-day buyers remorse policy. She said it didn't matter what the reason was for my wanting a new phone, I am still covered under the 30-day policy, and BB should have simply given me a brand new replacement phone.
The final recommendation was since I technically bought my phone from BB, normally the policy would be I would have to get BB to honor AT&Ts policy and give me a new phone. But, because of all of the lies and run-a-round, AT&T recommended I go to an actual AT&T Store and they should pretty much be able to give me a new Note. AT&T setup a time to call me on Monday, to find out if I was able to get a replacement phone. They notated my account, and they said that if for some reason I wasn't able to get a new phone at the AT&T Store, the warrant dept would send out a new phone to me. A bit of a hassel, but overall it seems like my issue will be resolved (I hope!).
Dr. Evo said:
*UPDATE* So I just got off the phone with AT&T customer service. Now, grant it, this is only my second experience dealing with AT&T customer service and they were probably bending over backwards for me because I am not a customer locked to contract... but I have a very pleasant and satisfying experience with AT&T. Not the horror stories I've heard online. I talked to two different reps, one regular rep and another in the warranty dept, and both were helpful, knowledgeable, and shutdown all of the lies Best Buy had told me.
Both reps said they had no idea why BB was being asses about giving me a new phone. The rep in the warranty dept went much further, and apologized to me for all of the troubles they put me through ... and specifically stated that she had no idea why BB didn't simply give me a brand new phone, as that's the whole reason AT&T has the 30-day buyers remorse policy. She said it didn't matter what the reason was for my wanting a new phone, I am still covered under the 30-day policy, and BB should have simply given me a brand new replacement phone.
The final recommendation was since I technically bought my phone from BB, normally the policy would be I would have to get BB to honor AT&Ts policy and give me a new phone. But, because of all of the lies and run-a-round, AT&T recommended I go to an actual AT&T Store and they should pretty much be able to give me a new Note. AT&T setup a time to call me on Monday, to find out if I was able to get a replacement phone. They notated my account, and they said that if for some reason I wasn't able to get a new phone at the AT&T Store, the warrant dept would send out a new phone to me. A bit of a hassel, but overall it seems like my issue will be resolved (I hope!).
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Click to collapse
Good stuff. I really dislike Best Buy and everything that they do... this is just another knife in the chest for them.
I'm glad you got everything sorted out.
keilbaca said:
Good stuff. I really dislike Best Buy and everything that they do... this is just another knife in the chest for them.
I'm glad you got everything sorted out.
Click to expand...
Click to collapse
Yes, I'm getting to that point, too. And it doesn't help they usually employ riff-raff trash around my area. I am calling BB during normal business hours to cancel my insurance with them. I've spent like $1,500 with them in the last year or so and another $350+ with getting the Note, and to be lied to over some B.S., just has me really soured. I would rather just have my insurance through AT&T.
Hate to hear all that mess...best buy mobile is going further and further down hill. Att was right...best buy should have replaced the phone. If they had none they should have secured one by order or sent you to a store that had one. Even if you were out of the 30 days the insurance would have covered you.
On a positive note, glad to see ya! I remember seeing you around the evo threads back when I had one
Dr. Evo said:
Yes, I'm getting to that point, too. And it doesn't help they usually employ riff-raff trash around my area. I am calling BB during normal business hours to cancel my insurance with them. I've spent like $1,500 with them in the last year or so and another $350+ with getting the Note, and to be lied to over some B.S., just has me really soured. I would rather just have my insurance through AT&T.
Click to expand...
Click to collapse
Sent from my SAMSUNG-SGH-I717 using XDA App
00mred00 said:
Hate to hear all that mess...best buy mobile is going further and further down hill. Att was right...best buy should have replaced the phone. If they had none they should have secured one by order or sent you to a store that had one. Even if you were out of the 30 days the insurance would have covered you.
On a positive note, glad to see ya! I remember seeing you around the evo threads back when I had one
Sent from my SAMSUNG-SGH-I717 using XDA App
Click to expand...
Click to collapse
Hiya! Thanks for remembering moi lol. AT&T wasn't at all flattered that BB tried to throw them under the bus. I was fully expecting AT&T to confirm what BB had told me, but to my surprise, they said I was entitled to a new phone and should have been given one. I ended up going to a Best Buy Mobile outlet and an actual Best Buy Store. They all claimed they were fresh out of any Notes. One of them told me they had one in-stock, but when I got there, I was immediately told that was incorrect and they had no more. Called another BB in my area, they were supposedly fresh out, too. If there's any good news from all of this, it's that the Note must apparently be extremely popular! Either that or Samsung shipped very limited quantities. At any rate, I can't wait til BB customer service center opens, so I can cancel my insurance with them. I'm also taking back my Galaxy Tab to BB. I've barely used it since getting the Note. If I do decide I need a tablet, I'll see what the Galaxy Note 10.1 is all about.
awesome news man! Glad we were able to get you straightened out. This right here is the whole reason behind XDA. People coming together to help each other out. I am doing battle with AT&T right now myself. My situation is with my discount. I qualify for a stack of different discounts (can only have one though) and Everytime they "fix" my account I end up gettings texts telling me to call this number and verify my discount. When I call they tell me they need me to send them more paperwork. Im still in my 30day window, but barely, so I'm going down to the store tonight with box and receipts and telling them to have it fixed while standing there or refund me, no other options, no wait and see if this worked, no email BS. Either it works or it doesnt, simple as that. Im hoping I'll still be around this forum with my note and not another section of XDA with a new carrier.
Chief Geek said:
awesome news man! Glad we were able to get you straightened out. This right here is the whole reason behind XDA. People coming together to help each other out. I am doing battle with AT&T right now myself. My situation is with my discount. I qualify for a stack of different discounts (can only have one though) and Everytime they "fix" my account I end up gettings texts telling me to call this number and verify my discount. When I call they tell me they need me to send them more paperwork. Im still in my 30day window, but barely, so I'm going down to the store tonight with box and receipts and telling them to have it fixed while standing there or refund me, no other options, no wait and see if this worked, no email BS. Either it works or it doesnt, simple as that. Im hoping I'll still be around this forum with my note and not another section of XDA with a new carrier.
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I hope you get this sorted out. Discounts are a huge thing. I don't even know if I qualify for any discounts. With Sprint, they made it sort of obvious to find out what discounts I was eligible for. Doesn't appear to be the same with AT&T. I guess I'd have to do my own homework.
Hello, There are many reports of Samsung's customer service being terrible. When buying my phone I was thinking that I would never have to use Samsung's customer service as I always baby my devices, but I was wrong. Due to a well known defect in the plastic lip on the device, small cracks form over time. They are only about a millimeter or two each, but if your phone is in otherwise pristine condition it can be a very annoying problem. Here is a small piece of knowledge you should know about me, when talking on the phone I have trouble being stern and fighting for what I want. Especially if the person has an accent (not that there is anything wrong with that, I just can't understand them very well.). Continue reading for the whole story, in every detail I can remember!
This started on September 27, 2012. I had my sister call Samsung and explain the problem. Several users have reported the same issue getting solved by either a quick fix or a simple replacement. I was expecting nothing less than a quick fix. A few minutes after hanging up I received an email from Samsung with my ticket number and a UPS shipping label. I immediately started packing when a user on XDA-Developers told me that he got a replacement without having to be without a phone for 10 days, so I called Samsung 2 more times asking for a replacement. They never transferred me to Advanced service or Executive service so I figured it was a lost cause and send my phone in the next day. Because of the small size of the defects, I printed out 3 HD full page pictures of the cracks and circled them. I put them directly by the phone in the box hoping that the technician would get it and be able to solve the problem easily. The part that needed to be replaced costs $30 on eBay and includes the metallic bezel and the white lip. I can do this repair within an hour if I had the parts. The phone was received by Samsung on October 3, 2012. I received no other communication that there were problems so I assumed it was under warranty and would be fixed. They shipped the phone back to me on October 5, 2012.
On October 9, 2012 the phone was delivered to my house. Upon unpacking the phone I noticed that it was filthy. There was a layer of dust/dirt on the screen. I didn't care as long as the phone was fixed. I glanced at the white lip and saw that there were two dents in it, upon looking around the bezel I saw all three of the cracks and one more (probably form shipping). My mom called back immediately and asked why it wasn't fixed. They responded with confusion and we were transferred to Advanced support. They said it must have been a filing error and that they were sorry, we had to schedule another repair. I'm very mad at this point. How do some users get a replacement phone free on the first try and I have to wait 12 days to get nothing done, then send it in again for even longer? I pack it up with no pictures this time. Just the device in some bubble wrap (6 layers to be exact. Enough to protect it from even the biggest hit.). The phone was shipped out for the second time on October 10, 2012.
On Friday October 12, 2012 Samsung got the phone. No repair was attempted on this day as it was Friday. This was understandable because I wouldn't want to start a repair right before a weekend either. October 15, 2012 comes and with it another email from Samsung. This time it's an update that my repair cost has changed. Just in case you forgot, the original issue was with cracks on the white lip on the side of the device. Now in this email I see "After careful inspection, the repair cost for your product has changed. Please review the following important information and instruction." I read further down and see in large orange letters "$197.01". I freak out. I read what the charge is for, an LCD repair fee for $117.00 and a Standard repair fee for $65.00. Now why on earth would the LCD have to be replaced? I first went on the Samsung Live Chat as this is supposed to be a replacement for their phone service. I get no where and was told to call for more information. So I called. After asking why I need to pay for this repair that doesn't need to be done about 5 times and saying that this is my second time sending it in I was transferred to Advanced customer service, which I think is just another employee who the problem gets passed on to. I hand the phone off to my dad and he takes it away. Asks why they want $200 for something that is their problem. The guy said that the LCD is either cracked or it's an internal problem. Duh. Anyway my dad said that they need to file their own claim with UPS as the phone was damaged in shipping. The phone's LCD was perfect when I sent it in. Some words about not supporting a product were said and we were transferred to Executive customer service.
Let me inform you that Executive customer service leaves at 8:00 PM CST (but the phone support stays open until 9:00 PM CST). It is 7:45 PC CST when we are transferred. The music stopped and it started to ring, then a busy tone came, and finally the line went dead. He called back and was transferred to Advanced after 5 minutes of explaining what the problem was. Advanced said the Executives left for the day, she scheduled a phone meeting on the next day at 5:00 PM CST. My dad left his work number for them to call as he wouldn't have been home yet.
The next day he gets home from work and he told me that he missed the call. So apparently he called back and went back up the line to Executive. Finally after about an hour of persuading they agreed to fix the LCD, which isn't even broken, and the cracks for free. I think okay everything is good again ill have my phone by early next week. The next day I got an email from Samsung saying that the repair was once again on hold. This time for parts. At this point the phone has been gone for 20 days. With the weekend coming up the phone will have to shipped tomorrow in order to get here Monday. I want to know how long the parts take to come in so I called again and asked. Put on hold for a few minutes. Guy comes back and says he doesn't know. They aren't informed about parts and can't give me an ETA. We will see what tomorrow brings and ill update the thread if something else happens.
****Cliff Notes Version****
Samsung ignores my phone and doesn't repair, I send it in again and they try to charge me $200 to fix an LCD that works perfectly. A few calls later they agree to fix everything free. Now its on hold for parts and it is day 20 of not having a phone. In short, Samsung doesn't care about customers and will try to screw them any way possible. The next phone I buy will NOT be a Samsung phone. Congrats customer service, you lost a customer.
-Matt The Angry Samsung Hater.
Sent from my cm_tenderloin using Tapatalk 2
...never mind.
Heard that apple has a new phone out, easy to use.
fprice02 said:
Heard that apple has a new phone out, easy to use.
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Click to collapse
Ya I hear it just works....
Sent from my SAMSUNG-SGH-I717 using xda premium
jpoirier587 said:
Ya I hear it just works....
Sent from my SAMSUNG-SGH-I717 using xda premium
Click to expand...
Click to collapse
Unlike Samsungs support. Too bad it has an Apple on the back.
Sent from my cm_tenderloin using Tapatalk 2
Yikes! !!
I'm very sorry to hear this report.
Good customer service is the backbone of any company, and clearly Samsung is forgetting that customers are their future.
I'm hoping you get a resolution soon, and that your experience is isolated, and not becoming the new norm for companies seeking our vote via checkbook.....g
I had a somewhat similar situation with the warranty company with my wife's phone.
She was without her phone for half a month, after (many) frustrating calls later, I ended up calling the at&t customer support and I explained the situation to them.
They decided to take half a month off the bill for her phone and pay half off of the insurance deductible.
Edit: i explained the situation to at&t and asked them why the insurance company couldn't send me a replacement phone before i sent them mine. At&t even called the insurance rep and asked. They got no where. I then asked what at&t could do because it wasn't right that i paid for service ask month and haven't used it in 15 days.
Sent from my SAMSUNG-SGH-I717 using xda premium
Wow what a horrible experience. Although, I would have just purchase the $30 part and did it myself. I can't imagine shipping my phone anywhere but that's just me. I hope they get it resolved and fixed ASAP. Keep us updated.
-Once you go NOTE, you'd say 4 inches a Joke
[Lady]: "How do you carry that huge phone in your pocket?"
[Note User]: "I'm used to having huge stuff in my pants"
Still waiting for the part. Hopefully it'll get done tomorrow. If not ill call in and flip out.
Sent from my cm_tenderloin using Tapatalk 2
I had the crack issue, I called att and calmly talked with them about it and they credited my account a month of free service to off set the coat of an insurance claim through asurion. After I filed the claim I had my new carbon grey note the next day. On top of the free exchange I ended up with a 90$ credit after its all said and done.
So try just giving att customer service a call of its not to late.
Sent from my SAMSUNG-SGH-I717 using XDA Premium HD app
Wow, that's awful, completely opposite from my experience with Samsung. Long story short, I bricked my phone & they emailed me a prepaid label so I sent it in and had it back fixed within a week. In your situation I would have just fixed it myself too, but then again I'm a former phone repair tech & I know not everyone is as comfortable taking apart phones as I am. Good luck, keep us posted.
kabuk1 said:
Wow, that's awful, completely opposite from my experience with Samsung. Long story short, I bricked my phone & they emailed me a prepaid label so I sent it in and had it back fixed within a week. In your situation I would have just fixed it myself too, but then again I'm a former phone repair tech & I know not everyone is as comfortable taking apart phones as I am. Good luck, keep us posted.
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I second that. My phone had the stuck power button failure. They sent me a label and in 3 weeks I had my phone back!!
Sent from my SAMSUNG-SGH-I717 using xda app-developers app
Got the phone back yesterday. Has a stuck pixel. I already flashed, have it set up how I like it, I'm just gonna deal with it.
Oh, and they sent me a refurb
Sent from my SGH-I717 using Tapatalk 2
Okay well this experience has me wanting to choke someone. I am having issues with my nexus 10 tablets screen. and its one day after the 14 day warranty given by walmart. so no good there. So i contacted Google they told me since purchased through wally world they couldn't do anything i had to get a hold of Samsung so i said alright and got the number. I then called Samsung and Samsung hung up on me 3 times in a row complete bs. Then the 4th time when i finally get to talk to someone they tell me they don't do warranty that someone else does. They gave me a number. I called this number just to find out that it's Google again -_- at this point I've spent over an hour on the phone got nothing done so i give them one more shot and again am told nothing they can do call Samsung. I ask for a manager at this point the guy tells me there are none available well i have done customer service in call centers there's always someone. i stated this he said fine hold on a second and dummy forgets to mute his mic he then starts chuckling and talking to his friends around him i try to talk to him and get ignored so i hang up and call Samsung back. Again am told Google does it. so i try 3 more times 3 different people before one says they do take care of warranty but its a different department and some confusion has been going around he transfers me to India. I can't understand the guy he can't understand me so this takes for ever 20 minutes later we get all information sorted out he tells me they can't do an exchange only a repair and estimated time the tablet would be gone is 3 months. Iv'e only had the tablet 15 days so for it to be gone 3 months is ridiculous i ask to a supervisor he says okay and says hes transferring me to one. I then sit on wait for 35 minutes (none of this is exaggerated) and i finally hang up call back and get another guy who says the same thing Google does it i explain what the last guy said and ask for a supervisor he says none is available and states one will call me back, its been 2 days now not a single word. I'm going to sue someone -_-
This type of posts scares me as hell, who the hell takes care of the tablet if anything goes wrong with it? Google, Samsung or Staples where I bought mine? I still have 12 days to return it, its second unit with light bleed, I may just return it and be done with this whole "Pure Google experience". I should of kept my Note 10.1. No problems whatsoever, I just had to have this beautiful screen.
Really nice way to attract new customers to Android world. ( I am not Apple person, this is my 4 th Android tablet and I have Galaxy Note 1 as my primary phone)
carlitos66 said:
This type of posts scares me as hell, who the hell takes care of the tablet if anything goes wrong with it? Google, Samsung or Staples where I bought mine? I still have 12 days to return it, its second unit with light bleed, I may just return it and be done with this whole "Pure Google experience". I should of kept my Note 10.1. No problems whatsoever, I just had to have this beautiful screen.
Really nice way to attract new customers to Android world. ( I am not Apple person, this is my 4 th Android tablet and I have Galaxy Note 1 as my primary phone)
Click to expand...
Click to collapse
Yeah i bought it because samsung has normally good products I own a note 2 phone but this has been ridiculous i am going to get something done i hope if i do im buying a different tablet screw this
The place you purchase the device from should be the first place you go to, didn't think Walmart would be too strict on a 1-day over warranty period though :/
The next place after that should be Samsung. Google (I think) only handles purchases that were from them. Here's some useful links for product registration on Samsung's site, and then afterwards, you could probably easily (I would imagine anyway) set-up a RMA process that way.
espionage724 said:
The place you purchase the device from should be the first place you go to, didn't think Walmart would be too strict on a 1-day over warranty period though :/
The next place after that should be Samsung. Google (I think) only handles purchases that were from them. Here's some useful links for product registration on Samsung's site, and then afterwards, you could probably easily (I would imagine anyway) set-up a RMA process that way.
Click to expand...
Click to collapse
Yeah well Samsung says they don't do it unless you get lucky and talk to the right person they\n you get told its a 3 month wait with no exchange only repair im done this is bs never buying another samsung product
That truly blows, but unfortunately they do manage to come up with BS like that :/ hope you manage to sort it out somehow.
daLareid said:
That truly blows, but unfortunately they do manage to come up with BS like that :/ hope you manage to sort it out somehow.
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Meh they just lost a loyal customer every smart phone i have owned is Samsung every Tablet owned is Samsung. so **** em im done
Not going to lie...stories like this make me want to sell my nexus.
No reason a $550 device should be handled with such horrible service. If it breaks I really don't see 3 month turn around on repair being acceptable.l what so ever.
Sent from my SCH-I535 using xda app-developers app
Man your story sucks man. My advice is to call during normal business hours. I always seem to get better results calling then. Those are the times you can get transferred to someone with a brain. The last time i called during business hours i had 3 complicated RMA issues that needed handled. The rep transferred me to the RMA department (his words) and had the best experience with a rep ever. The person (Tanya) handled every issue immediately. Call back on Monday by around 12pm PST.
Sent from my often RMA'd Nexus 4
So...who do we actually contact if there is a problem? Samsung or Google?
Google play store says Samsung is the warranty contact...just curious who we actually talk to?
Sent from my SCH-I535 using xda app-developers app
Hold on, Walmart website says that they extended all holiday purchases return policy to jan 10?
http://help.walmart.com/app/answers/detail/a_id/203
Sent from my Nexus 10 using xda premium
duarian said:
So...who do we actually contact if there is a problem? Samsung or Google?
Google play store says Samsung is the warranty contact...just curious who we actually talk to?
Sent from my SCH-I535 using xda app-developers app
Click to expand...
Click to collapse
Where did you buy it from?
carlitos66 said:
This type of posts scares me as hell, who the hell takes care of the tablet if anything goes wrong with it? Google, Samsung or Staples where I bought mine? I still have 12 days to return it, its second unit with light bleed, I may just return it and be done with this whole "Pure Google experience". I should of kept my Note 10.1. No problems whatsoever, I just had to have this beautiful screen.
Really nice way to attract new customers to Android world. ( I am not Apple person, this is my 4 th Android tablet and I have Galaxy Note 1 as my primary phone)
Click to expand...
Click to collapse
If you bought it from staples take my advice return it right now. 9 hours of back and forth between both companies and only transferred to that so call special department once. Everyone else said call the other guy. Take it back pleas save yourself this headache
kittyslasher said:
Where did you buy it from?
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Google play directly. Here in north america
Sent from my Nexus 10 using xda app-developers app
daLareid said:
That truly blows, but unfortunately they do manage to come up with BS like that :/ hope you manage to sort it out somehow.
Click to expand...
Click to collapse
9 hours talk time still nothing
duarian said:
Google play directly. Here in north america
Sent from my Nexus 10 using xda app-developers app
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Click to collapse
Lucky bastard your safe keep your tablet if you have issues call google they will take care of you
duarian said:
Not going to lie...stories like this make me want to sell my nexus.
No reason a $550 device should be handled with such horrible service. If it breaks I really don't see 3 month turn around on repair being acceptable.l what so ever.
Sent from my SCH-I535 using xda app-developers app
Click to expand...
Click to collapse
Where did you buy yours from?
Jayrod1980 said:
Man your story sucks man. My advice is to call during normal business hours. I always seem to get better results calling then. Those are the times you can get transferred to someone with a brain. The last time i called during business hours i had 3 complicated RMA issues that needed handled. The rep transferred me to the RMA department (his words) and had the best experience with a rep ever. The person (Tanya) handled every issue immediately. Call back on Monday by around 12pm PST.
Sent from my often RMA'd Nexus 4
Click to expand...
Click to collapse
Dude I've been calling since Friday. So that's not the issue I've only spoken to one gentleman tonight and even tho he couldn't help me I asked for a supervisor and demanded he give him a raise or something he was the most professional customer service rep ever. The issue is the nexus was originally sold only int the google play store. Because of this google was to take control of all returns exchanges ect. Well they then shipped the product to staples and Wally World this caused a mess up in the system people at samsung still think that google tales care of it and google doesn't because it was purchased through a third party store.
kittyslasher said:
Dude I've been calling since Friday. So that's not the issue I've only spoken to one gentleman tonight and even tho he couldn't help me I asked for a supervisor and demanded he give him a raise or something he was the most professional customer service rep ever. The issue is the nexus was originally sold only int the google play store. Because of this google was to take control of all returns exchanges ect. Well they then shipped the product to staples and Wally World this caused a mess up in the system people at samsung still think that google tales care of it and google doesn't because it was purchased through a third party store.
Click to expand...
Click to collapse
Same problems here. I am not able to see an phone number for customer support on the Google Play website. I'm having all kinds of issues with this tablet and want to speak to someone before I return this. How do I get the phone number? Anyone?
inwester said:
Same problems here. I am not able to see an phone number for customer support on the Google Play website. I'm having all kinds of issues with this tablet and want to speak to someone before I return this. How do I get the phone number? Anyone?
Click to expand...
Click to collapse
Where did you buy it from bud?
To all Android, technology websites, and Google.
I would like to share my experience on the Nexus 6P and Huawei customer service. First off I would like to say I have no complaints with the phone itself the hardware and software is great it is the best Nexus phone I have ever owned and I have owned multiple Nexus phones, as for Huawei customer support it is the most god-awful customer support I have ever had to experience and I am a Computer Technician by trade so I deal with support on a daily basis. Now a little back story. Back in late October I believe it was I preordered a Nexus 6p through Huawei’s website to replace my Motorola Nexus 6. I ordered the 128 Gb Graphite version. Late November comes around and my order is shipped when it arrives I open the box and everything looks good correct label on the packaging all good but when I open the box inside is a 64 Gb Silver Nexus 6p instead of the 128 Gb Graphite model I had ordered. Immediately I call Huawei customer support and the customer service rep. on the phone is very polite and helpful tells me they will get me swapped out for the proper phone I ordered and to just use this one till they send me the new one. The next day I get an email asking me if I want to swap, refund the difference, or return the phone for a complete refund, I reply swap and wait to hear back. Weeks go by and I hear nothing so I call them again and get told this has happened to quite a few people and has been escalated and they will call me back so I think okay I’ll wait some more. Well after a few more weeks of not hearing back I call them again and they tell me they have just decided to have everyone return the phones for a refund, I tell them this is not possible as I have already sold my old phone and cannot do without a phone for any amount of time, I ask for a supervisor to call me. After no call back for a week I call again and am told the same thing and the guy sends me a RMA to return the phone, again I tell him that is not an option and to please have a supervisor call me back. Today is February 1, 2016 and I have called them a total of five times always getting the same reply and each time I have asked for a supervisor to call me back and no one ever has. I called again today and requested they just refund me the difference and was told they cannot do that I need to send the phone back for a full refund again I replied I cannot do that as this is my only phone. I once again asked for a supervisor to call me back but I doubt that will happen.
The reason I shared this story is I want everyone to know how terrible Huawei customer service has been, I feel like I am being punished for their mistake. I urge everyone to think twice before buying any product from Huawei because even though their hardware is excellent you are going to have a terrible time with customer service if something does go wrong. If you must have a Nexus 6p buy directly from Google even though I read, they are outsourcing support back to Huawei so even that may not be the best idea and Google please do not use Huawei again for your Nexus line or anything else for that matter unless they seriously step up their customer support.
A company is only as good as their products and support you can’t have one without the other and Huawei you really need to improve your customer support if you want to be truly competitive in the U.S.
Thank you all for listening,
Paul Johnson
Lifetime Google Nexus user
I would of just taken the difference and not been greedy about having more storage than everyone else, besides the next nexus will be out soon and that difference that u would have got back if u would have chose to take the "difference" could have been used towards the new nexus.. but im just a fat slob on the net with glasses... you can do what you want..but i would have chose the difference....
Sent from my SM-N920T using Tapatalk
pauljohnson75 said:
To all Android, technology websites, and Google.
I would like to share my experience on the Nexus 6P and Huawei customer service. First off I would like to say I have no complaints with the phone itself the hardware and software is great it is the best Nexus phone I have ever owned and I have owned multiple Nexus phones, as for Huawei customer support it is the most god-awful customer support I have ever had to experience and I am a Computer Technician by trade so I deal with support on a daily basis. Now a little back story. Back in late October I believe it was I preordered a Nexus 6p through Huawei’s website to replace my Motorola Nexus 6. I ordered the 128 Gb Graphite version. Late November comes around and my order is shipped when it arrives I open the box and everything looks good correct label on the packaging all good but when I open the box inside is a 64 Gb Silver Nexus 6p instead of the 128 Gb Graphite model I had ordered. Immediately I call Huawei customer support and the customer service rep. on the phone is very polite and helpful tells me they will get me swapped out for the proper phone I ordered and to just use this one till they send me the new one. The next day I get an email asking me if I want to swap, refund the difference, or return the phone for a complete refund, I reply swap and wait to hear back. Weeks go by and I hear nothing so I call them again and get told this has happened to quite a few people and has been escalated and they will call me back so I think okay I’ll wait some more. Well after a few more weeks of not hearing back I call them again and they tell me they have just decided to have everyone return the phones for a refund, I tell them this is not possible as I have already sold my old phone and cannot do without a phone for any amount of time, I ask for a supervisor to call me. After no call back for a week I call again and am told the same thing and the guy sends me a RMA to return the phone, again I tell him that is not an option and to please have a supervisor call me back. Today is February 1, 2016 and I have called them a total of five times always getting the same reply and each time I have asked for a supervisor to call me back and no one ever has. I called again today and requested they just refund me the difference and was told they cannot do that I need to send the phone back for a full refund again I replied I cannot do that as this is my only phone. I once again asked for a supervisor to call me back but I doubt that will happen.
The reason I shared this story is I want everyone to know how terrible Huawei customer service has been, I feel like I am being punished for their mistake. I urge everyone to think twice before buying any product from Huawei because even though their hardware is excellent you are going to have a terrible time with customer service if something does go wrong. If you must have a Nexus 6p buy directly from Google even though I read, they are outsourcing support back to Huawei so even that may not be the best idea and Google please do not use Huawei again for your Nexus line or anything else for that matter unless they seriously step up their customer support.
A company is only as good as their products and support you can’t have one without the other and Huawei you really need to improve your customer support if you want to be truly competitive in the U.S.
Thank you all for listening,
Paul Johnson
Lifetime Google Nexus user
Click to expand...
Click to collapse
I had horrible issues with those clowns, Amanda, Julio , Kyle, Justin, Mike, Diamond, John, Fransica, Matthew (supervisor), and another supervisor with a Indian accent I think.... If you call too early no supervisor is available, they don't offer anything other than buyer remorse refund, or warranty is mailing in the device waiting for "repair" and waiting for them to ship it back to you nearly 22 days later
A joke.... The heaux told me to contact my service provider when I told her I didn't want to send back the phone as I didn't have another phone to use since I sold it. Very condescending, but I've had my words with each of them. Don't call before noon EST if you want supervisor and you have to get belligerent, curse I even had to YELL in order to get a supervisor. Most industries get you a supervisor when you ask for one. They made a big mistake and wasted my time. Ooh and when you can in they already have all your information pulled up by the phone number. I know because quite a few times I called they had all my information didn't ask me anything. But when I called and began with my issue they want to be funny and ask me for order number or email name address etc. Just a holes but two can play that game I hate calling them. They are so incompetent and rude
Sent from my Nexus 6P using Tapatalk
---------- Post added at 05:47 AM ---------- Previous post was at 05:45 AM ----------
RidinNerdy said:
I would of just taken the difference and not been greedy about having more storage than everyone else, besides the next nexus will be out soon and that difference that u would have got back if u would have chose to take the "difference" could have been used towards the new nexus.. but im just a fat slob on the net with glasses... you can do what you want..but i would have chose the difference....
Sent from my SM-N920T using Tapatalk
Click to expand...
Click to collapse
Having more storage has nothing to do with "greed".../////// that's like someone telling you to put down that cheeseburger you paid for and you're hungry
Sent from my Nexus 6P using Tapatalk
RidinNerdy said:
I would of just taken the difference and not been greedy about having more storage than everyone else, besides the next nexus will be out soon and that difference that u would have got back if u would have chose to take the "difference" could have been used towards the new nexus.. but im just a fat slob on the net with glasses... you can do what you want..but i would have chose the difference....
Sent from my SM-N920T using Tapatalk
Click to expand...
Click to collapse
Apparently you didn't read the entire OP.
Sorry to hear about your experience, Paul. But threads like this on various forums is what made me decide to only buy the phone direct from Google and to put the Nexus Protect plan on it. Seems that method is the surest path to get decent support.
pauljohnson75 said:
To all Android, technology websites, and Google.
I would like to share my experience on the Nexus 6P and Huawei customer service. First off I would like to say I have no complaints with the phone itself the hardware and software is great it is the best Nexus phone I have ever owned and I have owned multiple Nexus phones, as for Huawei customer support it is the most god-awful customer support I have ever had to experience and I am a Computer Technician by trade so I deal with support on a daily basis. Now a little back story. Back in late October I believe it was I preordered a Nexus 6p through Huawei’s website to replace my Motorola Nexus 6. I ordered the 128 Gb Graphite version. Late November comes around and my order is shipped when it arrives I open the box and everything looks good correct label on the packaging all good but when I open the box inside is a 64 Gb Silver Nexus 6p instead of the 128 Gb Graphite model I had ordered. Immediately I call Huawei customer support and the customer service rep. on the phone is very polite and helpful tells me they will get me swapped out for the proper phone I ordered and to just use this one till they send me the new one. The next day I get an email asking me if I want to swap, refund the difference, or return the phone for a complete refund, I reply swap and wait to hear back. Weeks go by and I hear nothing so I call them again and get told this has happened to quite a few people and has been escalated and they will call me back so I think okay I’ll wait some more. Well after a few more weeks of not hearing back I call them again and they tell me they have just decided to have everyone return the phones for a refund, I tell them this is not possible as I have already sold my old phone and cannot do without a phone for any amount of time, I ask for a supervisor to call me. After no call back for a week I call again and am told the same thing and the guy sends me a RMA to return the phone, again I tell him that is not an option and to please have a supervisor call me back. Today is February 1, 2016 and I have called them a total of five times always getting the same reply and each time I have asked for a supervisor to call me back and no one ever has. I called again today and requested they just refund me the difference and was told they cannot do that I need to send the phone back for a full refund again I replied I cannot do that as this is my only phone. I once again asked for a supervisor to call me back but I doubt that will happen.
The reason I shared this story is I want everyone to know how terrible Huawei customer service has been, I feel like I am being punished for their mistake. I urge everyone to think twice before buying any product from Huawei because even though their hardware is excellent you are going to have a terrible time with customer service if something does go wrong. If you must have a Nexus 6p buy directly from Google even though I read, they are outsourcing support back to Huawei so even that may not be the best idea and Google please do not use Huawei again for your Nexus line or anything else for that matter unless they seriously step up their customer support.
A company is only as good as their products and support you can’t have one without the other and Huawei you really need to improve your customer support if you want to be truly competitive in the U.S.
Thank you all for listening,
Paul Johnson
Lifetime Google Nexus user
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Wow, that's terrible! Why didn't you buy directly from Google? Their customer support is quite good.
They were out of stock when I bought or I would have
I got a 6p from Huawei on October 22nd because Google was out of stock and it seemed nice to not have to pay tax, and I received it on November 9th, and I thought everything was fine, but after about a week I realized that my phone charges really slow with the screen on (about 500-1500mah) even when the battery is at 5-10%, so I called Huawei about it and they said they can process an rma, but I have to ship the phone to them, and the repair takes 2 weeks not including shipping and they don't provide another phone for the meantime, so I decided to forget about it because I didn't have another phone.
In the past few weeks alot of people have been telling me that they can't hear me while on phone calls, so I made a test call and I realized that my call mic is having problems, and disabling noise cancelation from Build.prop didn't help, so I decided I need to rma, and I called Huawei on Friday and request an rma, they said it will take 24 hour to receive return instructions, so I waited until Sunday and I still didn't receive anything, so I called again and they had no record of my RMA request, only that I called and said that my call mic is having problems, so they started the request and said I should receive an email within 24-48 hours, this morning I finally received it, but now I need to find another phone for 3 weeks. Don't ever buy from Huawei, its not worth the terrible service if something goes wrong.
Sent from my Nexus 6P using Tapatalk
dratsablive said:
The initial post needs paragraph breaks. Not going to attempt to read that mess.
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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
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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.
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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.
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.
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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.
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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
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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
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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.
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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.
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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
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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.
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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
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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...
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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
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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.