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I noticed since the first day that I got my Sprint Htc Hero 2 days ago that there is some crackling coming from the speaker that I hold up to my ear. Everyone that I talk to can hear my fine and I can hear them fine as well but there's a faint crackling that's annoying me like crazy. I'm wondering if I have a defective phone. I'm planning on taking it to a Sprint store tomorrow to see if I may need to get it swapped for another one. Anyone else have this problem?
Problem Resolved
Today I went to a Sprint store to have the phone swapped for a brand new one. Fortunately with relatively minor problems I was able to get it swapped for a brand new one. I didn't find anyone else posting about this problem online so it must have just been a fluke. Oh well, I def love the Sprint Htc Hero and hope not to have any problems with this one because I'm not going to exchange it a 3rd time. If that happens I will be going to something else.
I sent my tf201 in for an RMA at the beginning of the month because the screen had started to separate, and made a horrible creaking sound whenever I picked it up. So it got back to me a week later (good turn-around time)... just to find the touch screen itself not functioning correctly. Worse yet, that creaking sound was not only still there, but now a new even louder sound was coming from the top right hand side, which when pressed caused a light-bleed like effect on the screen near the bezel. So not only was the touch screen not responding to touch, but the screen itself was not even placed on correctly or something worse had occurred. I rma'd it again a couple days later (about a week ago), and now they have my tablet listed as CID (customer induced damage ). The service center of course could give me no further information... and I am terrified after spending $680 on the tablet and dock (with taxes), that now I am going to get set back another 200$. Anyone else have a similar story with Asus RMA? I have read a few threads about wifi issues and the like, but to have the tablet returned simply not functioning, and then be told it was your fault, seems a bit outrageous.
Even worse RMA service...
I received mine for a "Christmas" gift during the whole initial release backorder problems...
Keyboard Dock only fully recognized about 25-30% of the time. I get the gift receipt for the Dock from the in-laws, go to Best Buy, Best Buy orders me a replacement that shows up about a week later.
Replacement dock has same issues, so I sign up for a VIP account and go to RMA the tablet (since it's now out of return period) through the website. RMA form captcha doesn't work. Keep trying for a week (no time to call between work/school/prepping house to sell) and still doesn't work. Find out later that the captcha is broken on Chrome/Firefox, but only on Mac. Weird.
Finally get RMA in early March. Send tablet to Asus on March 14th, they sign for it on March 19th. They enter it as "received" on March 26th, 9 days on the dock. After a phone call April 2nd, they send it back on April 17th.
I receive it and the keyboard dock works beautifully! I use the dock to do a full wipe/reset, set up all my accounts, etc. I get off work and go to use it in class as just a tablet? I have a 1" wide stripe of dead digitizer at the bottom of the screen (portrait). I e-mail ASUS immediately (Tuesday April 24th) and it is STILL marked as unread in their ticket system as I type this.
Anyone have any tips for getting this elevated? I'm going to try calling the 24-hour line right now... At this point, I want a new unit in my hands to verify it works before I send them back this one.
OS I am sorry to hear about your device, unfortunately I seem to be having a similar issue with mine. It sounds as if there is a faint creaking/popping sound coming specifically from somewhere around the right top(ish) area whenever I handle the device. My fear is that this is a precursor to something worse. I contemplated sending it in to Asus, but after all the horror stories I have read online I am absolutely terrified of letting them handle even such a small and simple issue.
To be absolutely honest, Asus typically manufacturers quality products and the Prime is no exception. However despite their quality products their service seems to be an absolute and utter nightmare. For the amount of money we spend on this product service should be top notch. Sadly enough service is a costly endeavor and repairs don't come cheap. That is no excuse though, and Asus should in all accounts not only fix these problems at their own expense in a quick and timely manner, but they should also release a thoughtful apology for those who have been wronged!
I am still waiting for them to get back with me. The CSR told me it was CID, but I never received any email explaining exactly what they believe I did in the hours I had it between RMAs. They have "escalated" the claim two times now, and I did receive a call from someone saying they would email the service center and ask them to hurry up. I was also politely told if I have further issues, I could write a letter to Asus in California. I now think that was not sarcastic but the only way I might ever see a functioning tablet come out of this.
rvest: good luck...
They finally got me an RMA number after 8 days and covered shipping. Hopeful for the end result, but not holding my breath on the result, though.
Biggest suggestion I can give anyone for an RMA.
DO NOT EMAIL THEM AT ALL ABOUT YOUR PRODUCT. Your support goes much faster and it usually better(In my experience) if you CALL THEM!
Almost...
They finally waved the CID.. not sure what exactly they waved.. but I should have the tablet back on Tuesday according to Fedex.
I still plan to file a complaint with the Better Business Bureau over this fiasco. Ridiculously poor customer service, poor support, and I will not have another Asus product again.
rvest said:
They finally waved the CID.. not sure what exactly they waved.. but I should have the tablet back on Tuesday according to Fedex.
I still plan to file a complaint with the Better Business Bureau over this fiasco. Ridiculously poor customer service, poor support, and I will not have another Asus product again.
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Click to collapse
+1 thinking about doing the same, I still haven't gotten my 64gb back from those idiots yet...they received it on April 12th...still in repair, called several times, had it escalated several times all they said was "they will send them an email to repair center and see whats going on" "you will have to wait til we hear back from them, if we dont hear back from them then you have to keep on waiting til we all die"...........
kwazytazz said:
+1 thinking about doing the same, I still haven't gotten my 64gb back from those idiots yet...they received it on April 12th...still in repair, called several times, had it escalated several times all they said was "they will send them an email to repair center and see whats going on" "you will have to wait til we hear back from them, if we dont hear back from them then you have to keep on waiting til we all die"...........
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That is exactly what they kept telling me. But I finally got a guy who actually cared about the situation and did his best to escalate and make sure that someone saw the case... and bam my tablet is suddenly shipping back to me, "repaired"...
rvest said:
That is exactly what they kept telling me. But I finally got a guy who actually cared about the situation and did his best to escalate and make sure that someone saw the case... and bam my tablet is suddenly shipping back to me, "repaired"...
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Click to collapse
How did you manage that? I even got a supervisor to talk to me and thats the best he did for me.....
kwazytazz said:
How did you manage that? I even got a supervisor to talk to me and thats the best he did for me.....
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Click to collapse
I guess it's luck of the draw.. depends on who answers the phone.. most want you off the phone asap because the service company gets paid by the number of calls they take..
I understand this is not the most appropriate place to post this, but I'm sure many of you have experienced the Samsung Repair Service Centre (I would post this in a Samsung sub-forum but I couldn't find one) and you will be able to give me some advice.
So, if you want the whole story of how my phone got broke, read this: http://forum.xda-developers.com/showthread.php?p=28416155#post28416155
In short, I completely broke my Samsung Galaxy Ace plus the day after I took it out of the box. It's seemingly 100% bricked (literally no sign of life, no lights no screen no sound, nothing).
I phoned Samsung up a couple days later (after nobody replied to my emails) and I organised it to be repaired.
It's been 11 days since I sent it back.
I phoned on the 7th day to ask if it had even got there because there were no updates on my samsung product repair status page since the day I first phoned them up. I also asked if the address I was given was right (Just put on envelope "FREEPOST SAMAN REP", that was it) because it sounded invalid.
I gave them the IMEI and was told that it had reached them. I said thank you and goodbye.
Yesterday, my product repair status had finally updated to : Cancelled by ASC Non Defect (Working properly)
I rang up again.
I was on the phone for 10 minutes with this guy and he told me that they had no record of my phone arriving. He handed me on to his supervisor who I spoke to for a further 20 minutes.
She confirmed that it had not reached them yet or it had been improperly logged or it was lost in the mail.
I sent her a copy of my proof of postage through email in case it was the latter, so they could "organize something for me if it comes to the worst case scenario"
Knowing their reply rate to my emails, I doubt they'll even see it.
So, I sent off my broken phone to them like they told me to, and now they've lost it... or the address they gave me was indeed wrong like I originally expected, however it has not been sent to the return address after 10 days. I doubt the Post Office is at any fault here.
I understand how at the beginning of this mess I was at fault. I made my phone faulty through my own carelessness...
However, since then I feel like there's been an awful lot more Samsung carelessness. And it sounds like if they don't find my phone they won't even replace it, otherwise the woman over the phone wouldn't have been so ambiguous. The way she said it I expected nothing more than book voucher in return for all my trouble and their incompetence.
It's very troubling to think that my £166 may have only bought me just 1 day of pleasure and many weeks of distress.
Anyway, I'm hoping I can make the best out of a bad situation.
I have very little respect for these types of companies, and I have no problem in wrangling out a few pounds from them when they have wronged me. If this doesn't get resolved soon, I'm very tempted to go to Samsung UK directly and ask politely but firmly for a little compensation for all this crap. Maybe one of those Galaxy S3s.
Me and my Dad have been able to get similar compensations for bad service through a letter and a phone call before.
Maybe I can do something similar here.
Does anybody have any helpful advice?
bump
Has anyone taken their lte to sprint for the bluetooth issue after the 14 day window. I'm on 15 and cant go until sunday, just wondering since its possibly defective if they'll swap it for a new one or if I'll get stuck with a refurb. We just paired it with her car yesterday and noticed its junk. thanks.
Not Bluetooth related! My Bluetooth works fine
Just had mine replaced last Friday with a new one!
You should exchange it now...Might get a new one like me.
On other threads people reported of getting new replacements also.
Ive just spoke to someone from HTC and they have asked me to send in my device for repair because of blacklight bleed issues and battery issues, i was just wondering how anyone else got on? did yours come back better or worse?
Well, after google refusing to RMA my N9 with a defective screen (dark bar on screen showed up, just like it was a burn-in. Several similar reports have shown up on reddit already), I've spoken with HTC Portugal which then redirected me to their partner (repairing company) to whom I sent the device to a repair.
I got the info that the device was accepted under warranty (contrary to Google's position) for a screen repair. This was 30 days ago. Just today I called back to HTC because there is a legal limit of 30 days for repairs in Portugal and the HTC assistant was spectacular with the whole situation. They admitted promptly that the lack of parts for this device made it impossible to repair on the legal limit.
I am in fact waiting for a new device to be sent to me in a matter of a few days (or next couple of weeks): HTC appologised for the entire situation -which is not their fault anyway- and promptly answered my query by saying that they will provide me a new device and that they can not do it immediatly because they have to enquire where is there stock on the international HTC network to claim a N9 from, since there is nothing available here in Portugal.
I might have been lucky with the assistant, but this was a great costumer service and while I still don't have my device back, or a new one to replace it, the way the situation was handled was great from their side.
---------- Post added at 04:53 PM ---------- Previous post was at 04:49 PM ----------
Well, after google refusing to RMA my N9 with a defective screen (dark bar on screen showed up, just like it was a burn-in. Several similar reports have shown up on reddit already), I've spoken with HTC Portugal which then redirected me to their partner (repairing company) to whom I sent the device to a repair.
I got the info that the device was accepted under warranty (contrary to Google's position) for a screen repair. This was 30 days ago. Just today I called back to HTC because there is a legal limit of 30 days for repairs in Portugal and the HTC assistant was spectacular with the whole situation. They admitted promptly that the lack of parts for this device made it impossible to repair on the legal limit.
I am in fact waiting for a new device to be sent to me in a matter of a few days (or next couple of weeks): HTC appologised for the entire situation -which is not their fault anyway- and promptly answered my query by saying that they will provide me a new device and that they can not do it immediatly because they have to enquire where is there stock on the international HTC network to claim a N9 from, since there is nothing available here in Portugal.
I might have been lucky with the assistant, but this was a great costumer service and while I still don't have my device back, or a new one to replace it, the way the situation was handled was great from their side.
My experience was dreadful. I was told first that the case would have to be escalated and that a tech would call me the next day. They never called. I called back 3 days later and got an RMA. They didn't pay for shipping. The repair department had the device for all of 4 hours and only flashed the firmware. No repairs attempted. Then HTC left the box on the loading dock and UPS never received it, so it took a week of calling and trying to escalate to supervisors to get them to track it down. I was repeatedly told someone would call me back but they never did. Absolutely horrific customer service.
beetmonger said:
My experience was dreadful. I was told first that the case would have to be escalated and that a tech would call me the next day. They never called. I called back 3 days later and got an RMA. They didn't pay for shipping. The repair department had the device for all of 4 hours and only flashed the firmware. No repairs attempted. Then HTC left the box on the loading dock and UPS never received it, so it took a week of calling and trying to escalate to supervisors to get them to track it down. I was repeatedly told someone would call me back but they never did. Absolutely horrific customer service.
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Click to collapse
I'm in the same boat. I've been in contact with them for over two weeks now since my completely stock N9 decided that it was no longer going to go past the boot screen before the screen goes scrambled and the speakers make a loud noise. I tried loading a fresh factory image but it didn't make a difference. First I was told 7-10 days for a call back in Canada. I called them after a few days so they transferred me to the escalation team. I told them I wanted the flush buttons fixed too while they have it. I was suppose to get an email in 24 hours with return instructions. The next day I got another email stating I would get a call back in 7-10 days from the escalation team followed by an email asking how their service was ironically. I had fun with that one... Anyways, Friday I called them again and was told this time that I would get the email in 24 ours with return instructions, but to ignore it because they would also email me a prepaid shipping label shortly afterwards to cover shipping for me. I did get the email with the return instructions but I'm still waiting on the prepaid shipping label. I know I'm suppose to cover shipping, but a supervisor there authorized covering shipping for me and said the would email me the label. Now it's Wednesday and I'm calling them back today to see where this label is. I'm also telling them that I want a replacement, no repair. Take the frigging thing back and send me a new one.
Spent almost two hours on the phone last night with HTC and was actually told by a rep that the escalation team did not want to talk to me. I went to the local Best buy where I got my N9 4 months ago and told them about my warranty service experience with HTC. The service manager told me he would give me a new Nexus 9 right now if I bought the premium insurance plan off of them. So I did, and I highly recommend it. It complete covers all damage for two years. I could kick this thing off the table right now and smash it and best buy will give me a new one. I will never dealm with HTC again. And I have to say, my old N9 was great until it crapped out but there is a noticeable build quality improvement. The beveled edges around the frame are nicer, the screen seems nicer, and the buttons are extremely tactile and protrude far more from the frame than my old one. I could thank them enough for making the exception and I have more peace of mind with their full protection plan.
My post to HTC USA on Facebook
I bought a Nexus 9 and Nexus 9 Keyboard Folio at the end of December. The Keyboard no longer works after about 10 times of use. I can't get the device to take a charge. I just got finished with an online chat from HTC help desk. The agent is trying to tell me there is no manufacturer warranty for a $130 tablet keyboard...This surely can't be possible? I have supported HTC with the purchase of 2x HTC One M8's recommended the device to countless others, bought a Nexus 9, Keyboard, AND the worthless Magic Cover. If this is true, there is NO manufacturer warranty on this keyboard HTC has lost a customer for life.
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Click to collapse
HTC has the WORST customer service. I will never buy one of their products again.
I love this tablet when using it, don't get me wrong, but I only got another one because I now have the peace of mind of the full protection plan with best buy. I got an email from some manager at HTC last night after I already got my new N9 from best buy with the extended warranty and I was pissed. I laid into the guy. They we really going to ask me to try flashing a fresh factory image after all the conversations I've had with them. It's was a known hardware defect, and I'm a frigging UAT tester on a software project. They've should have known I already tried this from the note 6 calls ago. I told him that I hope Google does not choose them as a hardware partner for future Nexus devices.
Just to add to this misery-fest, my over-heating problem resurfaced (of course, since they didn't replace it) so I called and requested a replacement. The rep said they couldn't but relented after I asked to speak to a supervisor. I was sent a shipping label and sent in the tablet a second time. Today I received the tablet and...it's the exact same one. Not replaced. I called HTC again to complain and they asked for me to verify the tracking number for their own label (!) because they had no record that I'd sent it to them. Again asked to speak to a supervisor and was again promised an exchange...if I send it back to them a third time.
At this point, it will be years before I get my tablet back, and even longer before I even think about buying anything from HTC again.
I even called Google at one point to to ask them what the hell they were going to do about the ****ty service their chosen hardware partner is providing. They transferred me to the ****ty hardware partner... Twice... After asking them not to. My take away from this experience is that I'm either going to always purchase a protection plan on a new expensive device, or I'm going to buy my future Nexus devices direct from Google Play so I can deal with Google for exchanges.
---------- Post added at 10:47 AM ---------- Previous post was at 10:46 AM ----------
Wow! lol I like how the forum auto blocks out the word ****ty! ****ty ****ty ****ty! lmao Made me smile this AM!
Mine was average, I spoke to someone on the live chat system and said that the device had terrible battery and light bleed 5 minutes later I get an email saying there going to pick it up next day, it took 5 days for HTC to get it ?
They had it for 7 days and sent it back saying there was nothing wrong with it ( the screen had been replaced and I believe the battery has too ) I think they may have given me the wrong but of paper.
Not bad customer service. Everything was easily tracked and only took around 2 weeks and I now have no light bleed. Battery still seems terrible but oh well
J
Sent from my Nexus 9 using XDA Free mobile app
After sending it back a third time, they've managed to lose it again. Each call gets more complicated and each CSR gets more confused. I'm starting to think it's cheaper for them to issue UPS labels and stall until the warranty expires than to actually replace the device.
Update: amazingly, UPS delivered a replacement device yesterday. I still can't believe it, but I hope never to have to deal with these jokers again.
This was exactly my issue. Every time I called was like the first time I called. I would reiterate the issues I was having and they would offer to troubleshoot every time! I'm like "Look at the flipping notes! We've already troubleshooted! It's a hardware problem I just need the thing replaced!" I don't think HTC's contact centers were prepared for how tech savvy the average Nexus owner actually is.
FrankBullitt said:
Well, after google refusing to RMA my N9 with a defective screen (dark bar on screen showed up, just like it was a burn-in. Several similar reports have shown up on reddit already), I've spoken with HTC Portugal which then redirected me to their partner (repairing company) to whom I sent the device to a repair.
I got the info that the device was accepted under warranty (contrary to Google's position) for a screen repair. This was 30 days ago. Just today I called back to HTC because there is a legal limit of 30 days for repairs in Portugal and the HTC assistant was spectacular with the whole situation. They admitted promptly that the lack of parts for this device made it impossible to repair on the legal limit.
I am in fact waiting for a new device to be sent to me in a matter of a few days (or next couple of weeks): HTC appologised for the entire situation -which is not their fault anyway- and promptly answered my query by saying that they will provide me a new device and that they can not do it immediatly because they have to enquire where is there stock on the international HTC network to claim a N9 from, since there is nothing available here in Portugal.
I might have been lucky with the assistant, but this was a great costumer service and while I still don't have my device back, or a new one to replace it, the way the situation was handled was great from their side.
---------- Post added at 04:53 PM ---------- Previous post was at 04:49 PM ----------
Well, after google refusing to RMA my N9 with a defective screen (dark bar on screen showed up, just like it was a burn-in. Several similar reports have shown up on reddit already), I've spoken with HTC Portugal which then redirected me to their partner (repairing company) to whom I sent the device to a repair.
I got the info that the device was accepted under warranty (contrary to Google's position) for a screen repair. This was 30 days ago. Just today I called back to HTC because there is a legal limit of 30 days for repairs in Portugal and the HTC assistant was spectacular with the whole situation. They admitted promptly that the lack of parts for this device made it impossible to repair on the legal limit.
I am in fact waiting for a new device to be sent to me in a matter of a few days (or next couple of weeks): HTC appologised for the entire situation -which is not their fault anyway- and promptly answered my query by saying that they will provide me a new device and that they can not do it immediatly because they have to enquire where is there stock on the international HTC network to claim a N9 from, since there is nothing available here in Portugal.
I might have been lucky with the assistant, but this was a great costumer service and while I still don't have my device back, or a new one to replace it, the way the situation was handled was great from their side.
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Click to collapse
Well, after more than two months, dozens of calls, legal threats, a repair that even failed their own QC, I got my N9 back. Better yet: a new one. HT51EW (15th January 2015 build) from HTC.
Even better yet: I gave them my 32G WIFI and got a brand new 32GB LTE. :laugh:
The support from HTC was slow and I did get once a guy on the phone that was arrogant as **** and that led me to record the call (and tell him about that) so I could use it in the legal process I'm opening against them in the European Consumer Centre. They do not respect any legal obligation (deadline dates, for instance as the portuguese law requires for repairs of mobile goods) nor even have available a complaint book, which is also a legal obligation in Portugal and something taken quite seriously from our authorities.
However, most of the time I talked with a guy there that was absolutely straight forward and honest with me, explained me all the delays and why they were happening (out of stock on repair parts, out of stock in Portugal for replacements). Their repair centre is a different company that repairs for several brands (Regenersis) and they were very competent through all process. They were the ones that made a QC check when HTC sent the first unit about a week ago and they stopped the shipping and informed me that the unit had other issues and was not conformant with their standards, so I would be better waiting a few more days for a second replacement unit that passed their QC.
About the new unit:
The build is miles better than my old HT4AH, the buttons are good, absolutely no flex on the back (properly placed back cover) and the screen is 99% good. Only a bit of lightbleed on top, nothing really unbearable and much, MUCH better than my last one.
It still gets hot as hell as I'm downloding (installing right now) the OTA to the 5.1.1 (came with 5.0.1, donwloaded and installed 5.0.2 without issues).
Probably later today, at home, I'm gonna flash preview 2 of M to check how it behaves.