Just sent this to o2 customer service...they really are bad!!!
Dear Sir/Madam,
I purchased an o2 Exec on the 15/1/2005, but am so appalled at the level of customer service that I will be returning the o2 Exec tomorrow for a refund unless something is done.
My first issue with o2 is that I was overcharged. Instead of paying the brochure price of £99.99 for business users (I am the MD of Global Viewing Limited), I was charged £229.99. My secretary has been on the phone to customer service who were useless, telling her to visit the shop from which it was purchased. I went to the o2 shop and was told a regional manager would be contacting me to refund the difference, I have had no call. Also your shop assistant made me feel like a criminal and would not return the brochure listing the £99.99 price.
Second issue, I have just discovered I am unable to make any phone calls from this phone see here:
http://forum.xda-developers.com/viewtopic.php?t=37501
Indeed it is true I cannot make any phone calls, your brochure says I should be able to at £0.21 a minute.
And thirdly, your customer service number is a joke, I gave up after wasting over 20 minutes of my time listening to your annoying o2 jingles.
Quite frankly, if I don't have my issues resolved by noon tomorrow I will be returning this product and informing my business associates to avoid o2.
Your faithfully,
Paul O'Brien
Interested in the reply
Hey there
I'm interested with when and what O2 say in response to your email. I've just emailed them myself after getting quite annoyed with one of their phone operators. It's not in relation to an actual problem with my Xda, it's just that I haven't receieved it!
Basically I called on Monday to request the upgrade to the Xda and was told to call back on Wednesday to give a change of address (so I could have it delivered to an address different to my billing one). For starters, I have just found out that the girl who processed my order should have put the address change through straight away on Monday (and then I wouldn't have had to call back!). Anyway, I called Tuesday (just in case) and another girl said she would put the fax through (and told me that the girl originally was wrong). I also called this morning and the address change hadn't happened, so the operator told me AGAIN that he would change the address. However, it was too late, and the Xda has been delivered to my billing address.
Now, not only have I spent money calling them, I have to spend money getting it sent on to me. I thought O2 were great until today!
Anyway, I'll see what they say in their reply email.
Dave
I received no phone calls or emails from o2. So after dealing with the shop yesterday being made to feel like a criminal, useless telephone customer service which takes forever to answer, overcharging by £130 and lastly put on a data only tariff which won't allow me to receive or make phone calls, I decided to pack up my o2 Exec and return it to the shop to cancel my contract.
However, today the shop customer service made an apology for yesterdays treatment, a £130 refund and enabled telephone calls on my tariff. That's all I wanted in the first place.
Sounds like a pretty good result. So are you keeping the Exec?
I got a reply to my email just now with an apology and a credit of £15 to my account. To be honest this probably doesn't even cover the telephone costs and postage onto the new address, so I'm not 100% pleased. I suppose it's something though. Not sure whether to chase it up further.
How's the Exec working for you? Is the machine actually good? I don't want to be dissapoitned when I (eventually!) get mine
Dave
I was only this evening talking to my daughter about what wonderful O2 customer service I've had since the start. It's really odd to read about bad service from other people, because my xda exec went back twice for repair, and the second time, the O2 shop staff arranged for me to get a replacement (they didn't have to do that until the 3rd time, and I didn't make a fuss about it). They also got me a line rental refund because of all the trouble I had with it. Since getting the replacement, I've decided I don't want it any more - it's a great piece of equipment, but for me, it's no use as a phone - which is why I bought it. So I rang O2 and asked if I could change it. They said normally, after 28 days, you can't change your phone. But they'd try for me. I had a phone call from them a couple of days ago saying they'd got me the phone I wanted and that they were waiting to hear whether or not I'd be able to make the switch. I'm still waiting for that confirmation call, but I have no doubt they'll follow it up. They've been smashing to me so far. Sorry to hear others haven't had such a great experience.
I used to be the same. I've never had a problem with them until now and I think the main problem originally was the lack of training for the first girl I spoke to - she apparently should have known to take the address straight away.
I'm glad O2 have treated you well though. To be honest, everytime I called they were very helpful and polite, it just obviously didn't get sorted hehe
I find O2 staff in the stores to be better (friendly) than Vodafone store staff. Orange do seem to have have the best trained in-store staff (they always have one person who is a geek).
I find this hard to believe...
I have been using o2 (formerly BT Cellnet and even Cellnet) in both a personal and business capacity since 1997 and have had seldom few problems with their customer service.
Whenever I deal with either o2 or o2 Data Support I have found the people at the other end to endeavour to resolve any issues many times taking hours if not days to smooth out any issues.
You can always speak to a manager if you so require unlike many call-centres.
My handsets have always been delivered next day by 1300 Hrs when I have required a fault replacement, an insurance replacement or an upgrade which is quite a feat considering the rural Scottish location I have the pleasure to telework for my company from.
Data support have always kept me informed and involved my feedback and suggestions in the roll-outs of patches, fixes and solutions to any technical queries.
They have always kept their promises and on the very few occasions I have been slightly "put out" they have compensated me by crediting the account with line rental refunds, £50 and the like.
The key to complaining or resolving issues with a call centre is to keep calm and to treat whoevers at the other end of the phone / postbox / inbox like a person not an idiot.... They deserve it and you would expect the same.
Going all out and trying to sound superior will always get their back up and they will be as unhelpful as their company policy goes. Yet again treat them as an equal and don't be a stuck up, swearing, irritable plank full of airs and graces.
Before anyone says "But I bet you only have your own personal account to deal with"...
Due to the line of my work I have a large communications budget to spend on behalf of my clients sourcing the appropriate mobile voice / connectivity solution and I choose to do business with the network with a proven track record in customer service, decent network coverage and good pricing strategies... ie o2.
Bear in mind that business is based on reputation and adopting such an amateurish attiude may damage yours.
Nice to See
For once it is nice to see that people are praising a network for what it does rather than for just what it does wrong!!!
Having read through this I found my self looking at this and thinking Supafly is blowing this completly out of context yes you paid more money for the phone but surely you have to say this is an honest mistake
Secondly why have a pop at the customer service team it is not their fault that so many customer are calling in at one time try calling SKY TV if you think 20 mins is a longtime try them you either get they are to busy to answer (something I have never heard anyone getting from O2) or like I got 'Your call will be answered within the next 160 minutes' as for the hold music I think it is pretty catchy.
All CS can be a pain in the backside
But everyones experiences are different ! I would rank o2 and Orange to be the best , followed by T-mobile , then (surprisingly) Three , followed by Vodafone
I never envisaged myself ranking Three above Vodafone - as Three CS is AWFUL , but recentley Vodafone have (amazingly )managed to do a worse job !
(BTW , yes I do have contracts with all of them )
But this is based PURELY on my experiences - I have several friends who swear that Orange CS is crap and Vodafone's is wonderful ! but you can only go by your own experience
I have found o2's staff in the shops to be freindly ,courteous , and human - and the same with the call centres , but I suppose if you get one bad assistant that all goes out the window
All I can say is O2 have been great with me, with the Blue Angel (first one) the shop refused to change it, a call to support and return to the shop it was exchanged there and then, otherwise the local shop have been great many thanks. Mike
Jest możliwość wymiany samej szybki ale jest to dość problematyczne i nwm czy warte zachodu
Wysłane z mojego Nexus 5X przy użyciu Tapatalka
Related
I couldn't fix the freeze after standby mode problem and the screen allignment so I decided to send it back to htc europe repair centre. Did anyone of you send it back for repair or replacement to htc europe and if yes how many days did it take to receive the device again? And my second question is: did they fix the problems of your device? Take this thread like a poll thing for angry and disappointed tytn users
We have MANY threads of disappointed users about HTC service.
If you are one of these, as I told to someone else, say it LOUD on Internet, in any group, in any on line news, the only thing that a big company understand is the voice of SHAREHOLDERS, we are simply some poor STAKEHOLDERS, but if we make a LOUD noise the may be SHAREHOLDERS will hear us and this ridicolous service will change.
If you are not familiar with stock and marketing language you can search the STAKEHOLDER history...
I bought my TYTN on Internet, I,ve no problem to send it everywere in Europe, using UPS but I want it swapped, even REPAIRED, but in few days, and with a first class customer service.
we have a service here ... (chose the worst county for services, we are below!)
HTC... can you hear our stakes?
@takis999 I sent my TyTN for repair to HTC-UK (in milton keynes England) and the contract i signed and sent with the handset states:
1. ESTIMATED TURNOVER PERIOD
We estimate that we will normally be able to complete orders and return the units to most mainland addresses in the UK within 5 working days from receipt of the unit. Where the repair requires parts to be specially ordered or delivery to remote areas of the UK, or to other countries, this may take longer. One of our Customer Service representatives will contact you in such cases. HTC EU will endeavour to complete all orders within 5 working days from clearance of payment or warranty authorisation.
Click to expand...
Click to collapse
Bearing in mind that applies to the UK im not sure how other countries fair with that but seems they do endeavour to fix my handset and send it back to me within a 5 working day period which is great! A guy on another forum (Masseur on Esato.com) also sent his for repair and it was sent back within 5 day...and hes not from the UK!!!! The guy i spoke to at the service centre was VERY VERY helpfull and he informed me that HTC knew about the SA problem and will fix ANY TyTNs (NOT orange,voda or tmobile handsets though...they get sorted out by voda/orange etc...because thats who the contract is with). If the TyTN is less than 14 days old then a replacment will be done, otherwise a repair but im cool with that...standard stuff really
If you wish to wait i can tell you how long my repair took from sending (yesterday 12/10/06) to arrival back here (unknown??)??
@sergiopi Can you add to your profile your Network and Country as that would help???
profile added, thanks for suggesting.... I am in Italy, in Rome (every roads brings to..., except HTC's ), I've seen were you are from.. so you know STAKEHOLDERS meaning
Also MY contact from HTC was very helpfull, but she wasn't involved in repair. She gaves only a 199 number (special and expensive numbers), then from this number I had a second number, in Rome, just to know that they collect and send the phones to the first number, but they are not HTC, they don't know even that is a company involved in phone business, more or les 15-20 days, no courtesy service.
INDECENTE in italian
Some service is available in Russia.
It is more oriented for cases with "device does not boot", "damaged bootloader", "stuck at bootloader", "flash with wrong image file", etc.
However, it does not cover parts replacement.
In terms of timing, it takes 1-2 work days for fixing a problem, additionally DHL, EMS or what shipping carrier would you prefer, to organise shipping between your country and Russia.
You need to describe your situation first, before shipping device, by mail or by phone, to make sure you will not send a device which was crashed or droped in a ocean.
We have to admit also that local HTC service centers are not satisfactory, and sometimes even refuse to accept xda, although on warranty.
rgds.,
iStrium
Keep in mind that by contracts HTC is not allowed to perform direct service/repair on HTC products sold via the big service providers. Another reason for us to welcome HTC´s decision to push its own brand and open sales and service centres everywhere they have a market. XDA is a O2 brand, and at least in Germany O2 replaces faulty HTC phones within a few days.
HTC is directly in the market, but NOT in the SERVICE market .
They just sell directly, not SUPPORT directly. they want more revenues , not be prepared to have CUSTOMERS!
Well done HTC! I understand isn't in the DNA of the company, but Steve, Bill, are you sure you want this?
It is very clear, for sure it is not co-business to keep service centers for HTC. But to have number of local contracts with service companies. To authorize their service centers, train staff, provide some equipment and technology enabling them to perform reasonable "customer care". What I was saying, I guess, is that it is not the case in Russia. Athorised HTC service centers in Moscow is a joke, they have no clue how to run business properly.
Additionally, HTC does not give them a lot of "knowledge". They know how to perform basic tests, no more. As the result, no surprise, there are un-authorised service centers, and they do pretty good. They have good equipment and what is more important knowledge. Otherwise, I think, they would not survive.
I am saying this because went thru the repair cycle and saw how it works (meaning did not work). Globally, pretty sure, it depends on country and location. On a reality HTC does not care much about customers. They jumped on a market, but not ready for all aspects, especially service. And finally, to be honest, non of such companies are interested to spend much money to provide good customer service, it is very little profit of it.
So, we have to take care about ourselves.
rgds,
iStrium
My miniUSB socket has been a little dodgy for the past week then today i pulled the charger out and the socket came out with it. This wouldn't be a problem if it wasn't for the fact i've updated the firmware to the new QTEC. Is there any way of changing the firmware over bluetooth or infrared?
I'm a bit stuck because the only way to get it fixed is either to go to t-mobile with the correct firmware on or to open it up and try and solder the miniUSB back.
I'm guessing that updating the firmware to a non-tmobile will void it? Even though this problem could never be caused by the change of firmware.
Any ideas would be really helpful (i'm pretty desperate!).
Cheers,
Nick
I would just send it in and hope they don't check/care that you have changed your ROM. BTW, I just had the same problem with the mini USB plug except mine got pushed INTO the phone. Luckily, I had the new Tmobile ROM installed (but I had done all SORTS of warranty-voiding stuff with it in the past) sorry dude.
T-mobile trying it on.
Well got the same problem my 11 month old MDA Vario's (STD T-mobile rom) socket fell into the phone when I plugged it in to recharge in mid December....
Took it into my T-mobile shop and they sent it for repair...
Now back from Christmas holiday just been in to get it and been told that its "out for quotation", phoned t-mobile direct and have been informed that their repair centre is viewing it as damage rather than warrantiable and a quotation is on its way to me....
Totally unacceptable of course, its a design or build problem, was very angry when I came off the phone to T-mobile...
And now I read that T-mobile on both sides of the atlantic are accepting this fault as warrantiable.
Would be interested in the details of anyone who has had this problem and had it repaired by t-mobile (particularly in the UK)...
Will be talking to the Consumer Direct (part of UK Gov's Office of Fair Trading) on Monday and hopefully getting them to investigate....
Any help advise or experiences more than welcomed Thanks...
Oh and sorry for semi shanghaing the thread!!
I have had this issue twice . both were warrantable exchanges . no hassle from tmobile . 1 of the csr reps even told it happened to her twice so she already knew what the situation was and set up the warranty exchange no questions asked. fyi I'm in america nyc to be exact. hopefully I never experience it again. but hey I'm still under warranty and with 3 day shipping I wasn't down more then 1 and a half business days (broke and ordered replacement on a monday night, replacement arrive by ups on wed early afternoon. well worth the $15 shipping charge)
p.s. the 1st one I exchanged I flashed a cooked rom on it and cid and sim unlocked it . I just did a hard reset and hoped they never caught it. lol that was almost a year a go never been charged for it. also the worst that will happen (atleast tmo usa) if tmo determines your damage to be out of warranty is they'll charge you a $100 out of warranty fee. likey 2 phone bills later but you get ya replacement 3-5 days later. well worth taking the "gamble" of warranty exchange
just happened to me...it pretty much fell out. tmo just exchanged it. it had been a warranty exchange phone that the usb fell out on. the one they sent me had a bad speaker, so i got yet another warranty exchange (2 in less than a week)...these are refurbs that they use for warranty exchanges, so test them out pretty well when you first get them. this one from yesterday so far is really nice. the silo is tight, the slider is very tight (both issues with the broken usb one) the sound is great...so i am in the process of making all my rom mods now.
the tmo rep had heard about the usb issue before, so apparently, it is not uncommon!
Thanks for your replies, so it looks like Tmobile US accept its warrantiable and Tmobile UK dont......
Any positive UK responses ????
Thanks again
Simon
T-Mobile not budging
Well have just given T-Mobile UK customer service one last try and got the same response...
"if their engineers say its not warrantiable, its not warrantiable", no need to give a reason why, no reason to take into account the presedence of cases where this very fault has been repaired under warranty.
I have spoken to the UK Governments Consumer Direct team and will be writting a letter to T-mobile giving them notice that I plan to pursue legal action under the Supply of Goods and Services Act 1982....
As the goods supplied were not of satisfactory quality and have not lasted a satisfactory period of time (the length of the 18 month contract would have been a good start)
Anyway any more experiences of this problem and how T-mobile responded???
SIMONG said:
Well have just given T-Mobile UK customer service one last try and got the same response...
"if their engineers say its not warrantiable, its not warrantiable", no need to give a reason why, no reason to take into account the presedence of cases where this very fault has been repaired under warranty.
I have spoken to the UK Governments Consumer Direct team and will be writting a letter to T-mobile giving them notice that I plan to pursue legal action under the Supply of Goods and Services Act 1982....
As the goods supplied were not of satisfactory quality and have not lasted a satisfactory period of time (the length of the 18 month contract would have been a good start)
Anyway any more experiences of this problem and how T-mobile responded???
Click to expand...
Click to collapse
Good move on this, please keep me updated, I'm a UK T-mobile customer also.
OK so while I wait for T-mobiles response ot my warning of legal action letter, have set up this email addie....
[email protected]
If anyones had the socket breaking problem, could the email me a few details of who they are what their network is and what happened....
pretty sure as an early adopter with the problem, that this may be the tip of the forthcoming iceberg...
obviously no information you give will be used for anything other than my discussion with t-mobile!!!!
thanks
Simon
Success!!!!!!
OK so the long and the short of it, I am now in possession of a nearly new MDA vario replacement unit from T-mobile UK.
Last Friday I had a call from their email customer services department (and then a call today from their letter customer services department more of this later but worth noting that they are different teams apparently working independantly of each other and both far more qualified to help with real problems than the 150 service... infact the email customer services rep todl me to email instead of phone in future....).
After half an hour with the lady repeating the T-mobile party line, which included the fact that having spoken to the engineers and the T-mobile legal team, she could confirm that the UK Supply of goods and services Act 1982 on covered phones for 6 months.... an interesting "fact" completely against the letter of that law and against the understanding of the office of fair trading's understanding..
And having finally moved her onto the more interesting if its damage why does T-mobile US fix it under warranty.....
We concluded with her advising me that the T-mobile engineers wouldnt touch the phone under warranty and that she would talk to my local company store and call me back in 10 minutes.
I assumed thats the last I would hear of her, but give her due respect, 30 minutes later she phoned back and told me she had talked to the shop was more aware of the total situation and.....
Would be sending me out the replacement phone over night by next day recorded delivery!!!!
She also offered me some compensation for my T-rouble (1 months contract fee refunded) which I didnt expect but willingly accepted!!!
Best of all next morning when the phone arrived it was a complete set, so spare battery charger, case, backplate (with rubber still in shock horror!!!) and a couple of styluses!!!!!
So my faith is once more restored int T-mobile, hopefully this was a jink in the generally excellent service I have had from them... (here's hoping!!!)
Anyway today the registered letter must have landed as I had a call from their letter based customer service department (an even more helpful person still!!)... checking to make sure I was happy.. thought it might be a crossed wire but no she knew about the replacement phone!!
This lady listened to my full story again, including mentioning my "new" email address as above and the posts on this site... she advised that she will be looking into the issue further and seemed very interested in the number of responses I had had from my previous post......
Supposedly I will be getting her email address (not got it yet!!) so that I can send her contact details of those UK t-mobile customers with the problem that have contacted me (obviously will be asking your permissions first!!!)...
So not promising anything (cos I cant) but if you are a UK T-mobile customer with this problem let me know on the email address above, guess it cant hurt!!!
Simon
p.s. thanks for all the help and support and stories of success!!!!
Congratulations!
As my phone had taken a bath at one stage and I'd opened it to clean it up, I guessed that I would have no luck with a warranty claim for my broken USB socket. I just got it back this morning from being repaired by a bloke at the market - £35 for a new socket to be soldered on. It charges and ActiveSync worked initially but then disconnected after a few minutes - so I need to decide whether to do without it again for a few days while they have another go, or just use USB to charge, and sync over GPRS.
ok got the email address and apologies to eileen but she sent it before my last post, must have got caught up in gmail somewhere....
will compile any stuff received over the next week or so and send it to her.
cheers simon
hmmm
simon i have been reading the post's and im also in the position you was in. i am at this moment in time having issues with t-mobile on fixing my mda (usb port) i have just got off the phone to HTC europe who make the phones and they are not prepared ton fix the phone if t-mobile dont ppick up the tab HMMMM! im at a loose end here banging my head at a brick wall. can anyone help.
many thanx
mikey
OK OK so I guess I spoke to soon......
6 months on and guess what.........
Unplugged the usb cable from my vario last night and "pop" the socket moved forward with the cable.
Not having the patience to go through all the loops.. I pulled up the last contact details I had from my previous problems and called the internal number given...
This gave me an 0845 number for the customer complaints team as apposed to customer service).
Gave that a call and was picked up by a T-mobile staff member called Carmen... who's surname appears to be "....no my name is just Carmen...." and amongst being told that not having a current case I shouldnt be using the number, I went back through the normal high quality T-mobile hoop.
This being the one that starts at Disdain and cynicism and endeds up at dismissal and a shouting Customer Service Rep (Do they really not train their staff at T-Mobile...). Actually the conversation ended with her tell me she couldnt deal with me anymore and that I had to phone 015!!!!
Anyway long and the short of it.....
My contract is up in three week so the implication was that I was just after a free upgrade... Explained that no I wanted a working phone so that I could continue my contract until the Kaiser came out and then negotiate a new contract with them.
Told that I could have an early upgrade but definitely not a repair or replacement, now at this point just to be clear they have offered me a Vario II at £240..... Obviously not an option.
Also gave me the T-mobile party line that they only supply the Network service not the phone as its a freebie.... As explained before this means it is not covered under the Sale of Goods act.... But unfortunately for T-mo it is definitely irrefutably covered under the Supply of Goods and Services Act 1982.
So here we are valued premium customer or so they tell me, to close to the end of their contract to have their phone repaired or replaced, but only able to "upgrade" at £250 or a significant downgrade.
Consumer rights be damned..
Anyway another letter in to them, threatening small claims court... got a feeling that this time I may just have to get my suit out and dusted down.
Will keep you all updated......
p.s. [email protected] is active again..... if any of you want to add to my little list of affected customers!!!!
i have the same problem. but i am using cingular since the mda came out way b4 the 8125. anyhow how can i get tmobile to fix it?? can i?? my brother have tmobile.
I'm interested to hear your personal experiences good/ bad that you have had with HTC Customer Service and Technical Support.
Many of us have been in touch at least once in the last couple of weeks, more than we would have normally done had the camera/ sms issues been absent.
I've been dealing with them over a broken screen. The contact in Global Warranty Service call centre has been polite, friendly,helpful and explained everything clearly.
I've been kept up to date all the way and have been given a single point of contact to deal with.
Can't fault in my dealings with them
mitchec1 said:
I've been kept up to date all the way and have been given a single point of contact to deal with.
Click to expand...
Click to collapse
Did u get a direct number or did u have to go through the same channels to eventually get to your contact?
Phoned +44 1279 206906 and the person who dealt with my call, has become my point of contact.
I've called him twice and he's now called me 3 times with updates, pricing and to let me know the service centre has received the phone. If I need to call him I know what time to call , if he's busy I'll leave a message and he'll call me back.
Initially, I was happy with the service I received. The man I first spoke to was knowledgeable, friendly and helpful. On my first phone-call I was asked if I wouldn't mind rating his performance/ overall happiness etc through a short survey which I happily agreed to. They must get a sense that it's going well before asking the question.
On follow up calls, some of the reps have been less knowledgeable, friendly and helpful, maybe it was the language barrier, I don't know.
The customer support and repair centre must be in separate places as if I wanted to know what was going on then they would put me on hold, phone me back etc which I was happy to do.
One thing I would say though is that if the people in the repair centre phone and ask you to call them back, often I would have to go through the same process, having the same conversation with numerous reps, only to find that the particular person wanted to talk to had gone home or is unavailable.
Things I liked
UK based call centre? Although I did wonder on my followup phone-calls.
Knowledgeable, friendly and helpful reps.
Being able to talk with the repair centre directly with the people who were looking at my phone.
Things I didn't like
Useless ticket system via email.
Having to go though the same conversations when I phoned back.
No direct phone number to the repair centre.
Repair tracker online wasn't updated regularly enough, which was why I was phoning back often.
Reps who would giude me through a 10 minute conversation only to ask me at the end, 'what was the problem u are phoning with?'
Much better than Sony Ericsson but although I was told yesterday that my phone would be back on Monday, I haven't had a tracking number, email or anything to confirm its on its way!
HTC HK...
The reason why I keep on buying HTC..!!! 2-3 days turnaround..they even changed my camera last time for a singke bad pixel... good service !!!
I want my phone back!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! !!!!!!!!!!!!!!!!!!!
Was told on Friday that my phone was to be returned today, rang up today and it was still in the warehouse ready to be picked up for delivery back to me for tomorrow.
Now its 7pm and I haven't had any notice that it is now on its way for tomorrow. I was expecting a UPS tracking number or something!!
Not impressed HTC. Still, its better than 2 months without my SE Xperia when that was being repaired.
Tech Supp
Historically point releases & updates are woeful.
Owning a Polaris, it wasn't till folks on XDA-Devs (Neo et al) fixed the drivers that it worked properly.
Since buying an HD, I was getting udated roms sometimes daily, so I have not bothered with HTC software tech support.
I've had no real issues with my HD2.
The strange colours in camera images are the one exception.
I'm guessing it is a colour balance issue down to software.
We shall see if HTC fixes it soon but I am not holding my breath.
I've not had to contact HTC support regarding a Leo. I've been in touch with them a couple of times regarding my TP2. My experience was that they served no useful function whatever. They were unable to answer any of my questions and, much more worryingly, were unable to contact anyone at "head office" to get an answer either. One time I asked if they could give me an email address for someone who might have some answers (e.g. someone involved in the actual development of software) and the best they could offer was a postal address in Taiwan. Seriously, what is this, the 1980's?!
Basically they seem to be completely cut off from "head office", and head office doesn't give them anywhere near enough information for them to do their job properly.
hi ppl,
I am now on my fourth hero through orange UK, having had the previous ones replaced due to.faults with the phone's earpiece.
I am aware that orange's policy to offer a different model replcement after the third replacement, so I am thinking, if my phone breaks again(which I could just make up that it has), what model are they likely to allow me to choose from?
Will it be from the same price range as the hero or will they allow me to choose from something like the desire since its the only other phone that orange offer that runs on HTC sense? (which is why I chose this phone anyway). obviously I wouldn't settle for a tattoo.
any advice from people who have been offered a different model through orange care is much appreciated. also any ideas on what I should say to tie them down to giving me the desire?
thanks a lot
mcall_r
Sent from my Hero using the XDA mobile application powered by Tapatalk
<rant>
Aaah, Orange, who are replacing my Toshiba TG01 for the 3rd time tomorrow. When I called in I got disconnected loads of times, and eventually got through to sales (who were the only people to pick up inside 10 mins), who then put me straight through to a CSR. The CSR was absolutely useless, barely understood English and was trying to follow a script ("my phone doesn't turn on" - 'ok, can you go into the menu and reset it' - "..."), and eventually decided that I didn't own my own account and refused to help me any more. After repeatedly asking for a manager I got put through to a supervisor and got into an argument with him because although my charger and handset were faulty, Orange would only replace one at a time, would only provide refurbished kit (the failed unit was a damaged refurb device) and I would have to call back for the charger replacement. Eventually I gave in, and the replacement was dutifully shipped to the wrong address.
</rant>
So I wrote in an angry email, and a few hours later one of the email support team called me back. She then agreed to provide a brand new handset, charger, case and battery, and mentioned that if you had more than 3 replacements inside the first 6 months of owning the original device then Orange would offer you a replacement model of a different type and equivalent to what you were replacing. However the models they offered were really nowhere near the TG01, so I am taking a new one and selling it.
As for your case, I would suggest you write the email support team a very detailed explanation of the problems, including dates and so forth, mention the sales of goods act, and at the very least get a factory new Hero you can then sell towards the cost of a Desire. It is very unlikely that Orange will replace your 10 month old Hero with its latest shiny new super-phone at no cost. This is like asking BMW to replace a problematic 1 series with a brand new 7 series.
@mcall_r: If you manage to get a Desire out of Orange do let us know, but I don't rate your chances.
My wife had a similar situation with Orange & a Blackberry, replaced at least 3 times. In her case, on possibly the fourth replacement, they couldn't even offer the same model due to lack of stock. She got bounced round between various people & the only thing that came across consistently was that all they'd offer her was inferior old junk. Some of the staff were exceptionally rude, particularly when she got upset at one point. There was more chance of Santa dropping off a replacement phone (& no it wasn't Xmas), than of these people offering her a replacement that was at least as good as her faulty phone.
She wasn't being unreasonable. She'd have even taken an inferior phone but they couldn't offer her one with gps (though a couple did claim certain models had gps - only when I checked & pressed them they changed that to 'well it has gprs...' Can you believe it? I mean, wtf?)
The last person insisted there was nothing they could do if they had no stock; they could only offer her what the system offered & there was no way for them to know when they'd have more stock in of her existing model.
The next day she called into a local Orange shop to complain before calling trading standards. The guy in the shop was very helpful (& she hadn't needed to mention trading standards; think he was just a nice guy). He told her they'd got stock in that morning & essentially that the woman she'd spoken to the previous evening had lied to her, as she would have known stock was due in.
I know some of the employees are decent human beings & others who might be borderline will be under a lot of pressure, but as a whole, I'd not piss on Orange if they were on fire.
Oh dear,
Im sad to hear your stories about orange's poor customer service (in some departments).
Funnily enough I actually work for orange, in an orange shop, and we in retail have little to no contact with what goes on in the call centres which is why i decided to ask on here to see if anyone else has had similar experiences. Also the fact that I do not have the hero on my employee contract, only on the personal one I took out to get it.
I find that through 150 if you go through to the correct options (for instance handset replacement the options are 1,3,1,1) you get through to the nice helpful people in Darlington, North Tyneside or Newcastle, who actually most of the time know what you are talking about.
I cannot say the same about the call centres in India. Their main job is to provide support for accounts, for example adding bundles and changing service plans. They mainly read off a script and have little experience with the mobile phones themselves so do not know the ins and outs of them. Ergo them thinking that GPS and GPRS are the same thing.
So what is the email address for the email support team that I can try and complain to?
Out of curiosity, i am on orange with a 3 month old hero and the earpiece is broken.Is it a common thing? Can i get it replaced for free? Finally i cancelled my insurance and a day later the earpiece failed,did you go via phone insurance? sorry for the questions but i am raging quite a biit that it happened after i cancelled lol
The email is a page on the site, you have to go through the pages and enter some details to it to the right team. Mark it for the attention of Misha, I found her very helpful.
Insurance or not, you are covered by the sales of goods act, so a 3 month old phone should be fit for purpose. Under that you should be able to get a replacement under that.
Both orange and the company i have got the phone from have said they do not provide a replacement without insurance? I have to send the phone to HTC which i have done with my magic many times,this means no phione for me fora few weeks total BS Tbh
HI Guys
1st
I used to had HTC Blackstone.After 1st warranty service I've received Blackstone with new touch panel and screen!!!But with death pixels more than 3!!!So it went back to Miltone Keynes service centre.After 2weeks+ I was happy owner of serviced Black100.
2nd
My HD2 is going to Miltone Keynes again after 1st warranty service.
Just day after I've received my phone
Again death pixel on screen,screen is not align in housing.
HOUSING is kind of secondhand!!! it is obviously not my!!! It has scratches on different places.
Maybe missing kapton around speaker.<--light is coming up from grid.Cool
Looks like serviced somewhere far far east you know that Communist country?!!!
For now I hate Miltone Keynes service centre.
They are trying us a stupid costumers?!!?
Lied on service explanation in both cases!!
Waisting my time!!!, their money and our green planet
Only who is profiting is UPS delivery company.
S..t happens after 1y7m on HTC I was without Phone for 1m2weeks+
PS:sorry for my funny Engl......
Yes they are shockingly bad.
My blackstone had newton rings so as I'm near them I dropped it in.
They wanted to charge me nearly £200 to repair something which in other countries they cover under warranty.
Thing is, they hadn't sent me a link to the tracking page so I only found out when I called up after 2 weeks for an update. Had I left it much longer they would have disposed of my phone without telling me.
I arranged with the call centre to be able to go in and pick my phone up but they hadn't told the repair centre so they were baffled with my arrival.
I then took the phone back to the store I bought it from for them to try and get a warranty repair, they got the phone back with a report of "no dead pixels found" when the fault report sent with the phone didn't mention dead pixels. The store offered to try again but having been without my phone for a month I wasn't keen, so they put it through as an insurance claim and I got a new phone the next morning.
UF
Uf
I feel sorry for all UK HTC underwarranty c....
Looks like it's a group of poor paid people.
Or they just traying cheat on us.
By the way It's not real HTC they are just ''official service''
Hope HTC will change it soon!!!
SO say no to Miltone Keynes service centre or be realy careful.....
One good thing about it being in the UK is UK consumer laws are pretty decent.
Merely mentioning trading standards when I was in reception got them to change their tune and go get me my phone.
Had I a spare phone I could have reported them to trading standards for not fixing newton rings under warranty when I could provide evidence that in other countries they were allowing them as warranty faults.
I hope UK law will be behind us if what New Scientist said recently is true. Apparently, touch screens have a limited life because of the manufacturing process and rare earth metals used. They said most last just 18 months but that luckily, most users upgrade before then. My screen is already losing accuracy making text input difficult. After spending £500 I expect my phone to be working for alot more than 18 months.
that sux for y'all. Can y'all not have insurance that covers this for you. In the USA I pay for the insurance through t-mobile. When my hd2 kept overheating, I bricked it on purpose (just to make sure they didn't try and say there was nothing wrong), called t-mobile, told them it wouldn't turn on. They overnighted me a phone. Didn't cost me anything except the monthly insurance fee.
DrATty said:
I hope UK law will be behind us if what New Scientist said recently is true. Apparently, touch screens have a limited life because of the manufacturing process and rare earth metals used. They said most last just 18 months but that luckily, most users upgrade before then. My screen is already losing accuracy making text input difficult. After spending £500 I expect my phone to be working for alot more than 18 months.
Click to expand...
Click to collapse
can understand how a screen might wear out if you dont use a screen protector, with one however it should last for a very long time... unless i dont understand the tech
just about warranty
this is not a tread about screen lifetime.
I just disagree withy way how guys in UK --> Miltones Keynes working.
Isurence if fine but it can't fix errors done by service centre.
Im not sure if my insurence is covering 1 second repair.
I don't know what the problem is. I had the crazy screen sensitivity issue, agged lines, random key presses.
Had the phone 9 months, called them, tried the latest ROM, same problem, sent it back, 2 weeks later it reappeared working perfectly, no problems, no scratches.
I coudn't be happier with their service.
DrATty said:
I hope UK law will be behind us if what New Scientist said recently is true. Apparently, touch screens have a limited life because of the manufacturing process and rare earth metals used. They said most last just 18 months but that luckily, most users upgrade before then. My screen is already losing accuracy making text input difficult. After spending £500 I expect my phone to be working for alot more than 18 months.
Click to expand...
Click to collapse
The great thing about the consumer rights acts is you are entitled to a reasonable length of use out of a product, so even if it comes with just a 1 month warranty and it fails after 3 months, if you can argue that it was resonably expected to last that long then the law is on your side and you're entitled to repair/replacement.
nrfitchett4 said:
that sux for y'all. Can y'all not have insurance that covers this for you. In the USA I pay for the insurance through t-mobile. When my hd2 kept overheating, I bricked it on purpose (just to make sure they didn't try and say there was nothing wrong), called t-mobile, told them it wouldn't turn on. They overnighted me a phone. Didn't cost me anything except the monthly insurance fee.
Click to expand...
Click to collapse
Insurance is for damage/loss, not breakdowns. Breakdowns should be covered by warranty/consumer protection laws, after all, if you're sold a shoddy item, why should it cost you to bring it up to the quality item you paid for in the first place?
Of course if something isn't covered by the warranty there's nothing stopping someone damaging their phone and claiming on insurance for a replacement.
Generally we have lower premiums and an excess to pay in the event of a claim, although you could find a policy with no excess but higher premiums.
Well
my HD2 is again on the way to service centre.
Let's wait for it!
I was just havig look all around my HD2 Looks like they found some used one in better contidion.Replace the sticker with IMEI an SN.-->Maybe they've put even my HW in to it.because IMEI and SN is still same----->second hand housing, screen with death pixels, sreen was't align in housing and few small s..ts.
I'll report next week hopefuly...
I'm in ...
Dear ,
Thank you for returning your phone to us for repair.
This email is to confirm receipt of your PDA/Smart phone at the HTC Service centre.
Date/Time: ../11/2010 hh/mm/ss
S/N:HT.......................
IMEI: 35......................
Please do not respond to this message this is a generic email sent from an automated mailbox.
To learn more about HTC Europe, please visit our website at www.htc.com
Note: This is an automated message - do not respond to this email address as incoming mail is not answered. If you need to contact the Call Centre, please use this link http://www.htc.com/europe/CA_Hotline.aspx quoting your unique ticket number.
CONFIDENTIALITY NOTE : The information in this e-mail is confidential and privileged; it is intended for use solely by the individual or entity named as the recipient hereof. Disclosure, copying, distribution, or use of the contents of this e-mail by persons other than the intended recipient is strictly prohibited and may violate applicable laws. If you have received this e-mail in error, please delete the original message and notify us by return email or collect call immediately. Thank you. HTC Corporation
had nothing but problems with them,weeks without my phone, then they tried to charge me!!!!!useless twats!
OrionCarl said:
had nothing but problems with them,weeks without my phone, then they tried to charge me!!!!!useless twats!
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Click to collapse
under the warranty?
What was explanation of service?
Never more HTC Service centre
HI everbody
So After 2nd comes 3th.
Yes my HD2 is going 1again and 2again and 3again to HTC qualified<----))) service centre Milton Keynes.in 1 month
'''''''''divece is with lines,ghost,death pixels,not responding,problem with signal,bat only for 1 day>1 pcall 15mins drain bat aprox 25%.....used to be ok before even after 2nd service.'''''''
ALL because I've had problem with Screen before first service.SH.T!!!!!
I Have no ideat want they do and for who they are working!!!!
Looks like to charge HTC TW-> more work = more money
Pleas IF you Have same Problem-s contact BBC watch dog.
-jen94ek- said:
HI everbody
So After 2nd comes 3th.
Yes my HD2 is going 1again and 2again and 3again to HTC qualified<----))) service centre Milton Keynes.in 1 month
'''''''''divece is with lines,ghost,death pixels,not responding,problem with signal,bat only for 1 day>1 pcall 15mins drain bat aprox 25%.....used to be ok before even after 2nd service.'''''''
ALL because I've had problem with Screen before first service.SH.T!!!!!
I Have no ideat want they do and for who they are working!!!!
Looks like to charge HTC TW-> more work = more money
Pleas IF you Have same Problem-s contact BBC watch dog.
Click to expand...
Click to collapse
Personally, I would e-mail HTC both UK headquarters and their Taiwan headquarters and explain how their repair service is unacceptable and is affecting their brand image as a producer of quality phones.
fred_up said:
Personally, I would e-mail HTC both UK headquarters and their Taiwan headquarters and explain how their repair service is unacceptable and is affecting their brand image as a producer of quality phones.
Click to expand...
Click to collapse
Good Idea but have you got Email adr... to HTC Headquarters??
Hi..
Just let you know my experiences of HTC & my HD2
Had a problem with the USB charging socket, it was loose/broken - the phone would no longer charge. Contacted T-Mobile UK and they asked me to send it via one of their shops for repair, which I duly did. It went to SBE in Milton Keynes (T-Mobs official repairer) who found water ingress (??) and therefore claimed the damage was OOW. So I contact SBE who agreed their report was wrong and that the damage was in fact caused by crushing or dropping (??) & was still OOW, they then returned the phone to the shop still broken.
So I emailed T-Mobs customer service and they suggested that if I was not happy (as if I would be) I should get a second opinion from HTC UK themselves and provided a phone number. I contacted them and they arranged for the phone to be collected. In the meantime I searched the web and found a few people having issues similar to mine with the USB port so I collected as much evidence as I could and printed and packed it in with the phone before they collected it, along with a letter explaining that I, and many others, did not accept that the phone was 'Fit for purpose'...
2 weeks after they picked it up, a replacement arrives on my doorstep!!!, same serial number, different IMEI and definitely a different phone. During the time that they had it they never contacted me to say what they were doing and the online repair tracker just indicated that they had received my phone.
Since I've had the phone, which is faultless, I have had 2 calls and 1 email from HTC asking me to complete a customer satisfaction form!!!
So - I think HTC UK, are, with a bit of persuasion perhaps, ... Brilliant!.. However, T-Mob won't be getting my business again...
Milton Keynes (T-Mobs official repairer) = HTC service centrum
HTC_HD2_NEW said:
Hi..
Just let you know my experiences of HTC & my HD2
Had a problem with the USB charging socket, it was loose/broken - the phone would no longer charge. Contacted T-Mobile UK and they asked me to send it via one of their shops for repair, which I duly did. It went to SBE in Milton Keynes (T-Mobs official repairer) who found water ingress (??) and therefore claimed the damage was OOW. So I contact SBE who agreed their report was wrong and that the damage was in fact caused by crushing or dropping (??) & was still OOW, they then returned the phone to the shop still broken.
So I emailed T-Mobs customer service and they suggested that if I was not happy (as if I would be) I should get a second opinion from HTC UK themselves and provided a phone number. I contacted them and they arranged for the phone to be collected. In the meantime I searched the web and found a few people having issues similar to mine with the USB port so I collected as much evidence as I could and printed and packed it in with the phone before they collected it, along with a letter explaining that I, and many others, did not accept that the phone was 'Fit for purpose'...
2 weeks after they picked it up, a replacement arrives on my doorstep!!!, same serial number, different IMEI and definitely a different phone. During the time that they had it they never contacted me to say what they were doing and the online repair tracker just indicated that they had received my phone.
Since I've had the phone, which is faultless, I have had 2 calls and 1 email from HTC asking me to complete a customer satisfaction form!!!
So - I think HTC UK, are, with a bit of persuasion perhaps, ... Brilliant!.. However, T-Mob won't be getting my business again...
Click to expand...
Click to collapse
Problem is still in guys>>>>> Milton Keynes (T-Mobs official repairer)---->IT's HTC official service centree as well!!!!
Im sure all HTC from any NetProvider must be fix in Milton Keynes anyway.
Hmm..
I did ask the question when I spoke to HTC and the guy on the phone assured me that they were not SBE, even though both addresses were in Milton Keynes..
To be fair, the addresses I had were different as was the paperwork!