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Because my Nexus one had a dead/stuck pixel, I called H.T.C. and requested a repair. I sent it to them, and a few days later they said that they had examined it and determined that I needed to pay for the repair. I asked them why, and they replied that it was scratched and cracked.
Well, when I sent it to them, I had an invisible shield (a full body one, mind you) on it, and there nary a blemish on the screen. I told them this, and after a few days (and a couple more telephone calls), one of their managers had a technician examine it, found that it was fine, and said that they would fix it for free.
I received it on Monday, but didn't touch it until Wednesday because I was busy at work and waiting for the new invisible shield that I had ordered. When I used it, I noticed that they had removed the invisible shield, which I expected, but they hadn't fixed the stuck pixel! (Besides this, I had returned it to them with the original box, which they didn't send back to me)
So I called them last night and requested another repair. The representative asked me if they had charged my account for the shipping, and I answered truthfully that no, they had not charged me at all. I suppose that I am fortunate that they didn't, considering the other things they did. So now I am sending my Nexus One back two weeks after I returned it to them the first time, hoping that they will fix it properly, and without any argument.
HTC never charges you for return shipping. You only have to pay to ship it to them.
I am sorry you are having these troubles!
I successfully swapped my Nexus One due to a dead pixel within 3 days! I made a call on Day one at 11pm and by Day 3 at 8 am I had my replacement phone.
uansari1 said:
HTC never charges you for return shipping. You only have to pay to ship it to them.
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That's a bit crap, in the UK they email you a pre-paid shipping label.
I live in the U.S.A., and they sent me a prepaid shipping label. I'm just ticked off because I sent it to them, argued with them for four days, and they didn't even fix it, and two weeks later I need to send it right back. Plus it cost me another Invisible Shield.
Swap method is always better, faster, and easier. Plus, you get a new phone. Who doesn't love that?
They said that they couldn't swap it because it was too far (a few weeks) the purchase date. Maybe the person I spoke to didn't know what she was talking about. That's sort of my impression of the support division of the company, though I know I'm probably having an unrepresentative bad experience.
keet said:
They said that they couldn't swap it because it was too far (a few weeks) the purchase date. .
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I think this is BS from HTC. I swapped my N1 after almost two months. They will put a hold on your credit card; if you can live with that the replacement is much faster than the repair.
I'll consider that if they don't fix it properly this time. I didn't want to swap it because of my engraving and the full-body invisible shield that I put on it, but if they don't fix it this time, I probably won't be willing to trust their repair department again.
I had much better customer service from Apple when I had my iPhone ..I'm getting really annoyed with HTC ...especialy with that multitouch issue..
I have a question. Did they release $28 after you got your 'repaired' phone?
bobdude5 said:
I had much better customer service from Apple when I had my iPhone ..I'm getting really annoyed with HTC ...especialy with that multitouch issue..
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I had a dead easy time with apple and my wife's 3G and her 3GS ... you walk in with the broken phone, they demand £150 (ish) for the repair which is always your fault. They then do an estimate and if its expensive (ie > £150) they turn round and say it's BER (beyond economical repair) and offer to sell you a new one. If it's a cheap fix (ie cracked glass) they repair it and pocket the £150.
Now that is customer service!
Other issues such as the 3G problem on the iPhone where it cascades from 3G to Edge to GRPS to No Service and the only way to get it back is to either power off or switch to airplane mode and back. Took it into two phone shops and then the Apple store in London and their solution? Turn off 3G.
Although their best to date is a macbook which I hardly ever use stopped charging. Rang up and they said bring it in to the Genius Bar in 2 weeks. I did, they then said it's warranty expired yesterday (13 days after I reported the fault) and refused to touch it. Demanded to see the manager said they would do me a favour and look at it for free as it was only 1 day outside warranty. They checked the battery and it had been charged 37 times in a year. The guy said this was quite heavy use and was a years worth and I would have to buy a new battery! Queue one massive kick off in the Apple store, resulting in them begrudgingly fitted a new battery!
Or the iMac 24" ATI I bought that crashed all the time, they gave me 3 units before I read on the internet that it was a software issue. I started running XP and voila ... sorted. Apple rolled out a fix quietly without telling anyone a month or so later.
Yes Apple support rocks!
All modern companies support sucks in some cases ... get used to it. Sell a million units and if you get 99% satisfaction you will get 10000 unhappy customers. Give them a platform to shout on and voila!
I bet not everyone gets Apple support like I do, some people probably can't believe how good they are.
Anyway, enough ranting, I wish google would fix the screen calibration issue although I only need to dab the power button and unlock it to fix mine.
keet said:
They said that they couldn't swap it because it was too far (a few weeks) the purchase date. Maybe the person I spoke to didn't know what she was talking about. That's sort of my impression of the support division of the company, though I know I'm probably having an unrepresentative bad experience.
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HAHAHAHAHAHAHA!! Having worked in multiple call centers let me be the first to tell you that it's hard to find intelligence or common sense in them. I work in a call center for AT&T right now and I do work for the Vice President and Assistant Vice President because nobody else knows what they're doing. As soon as they realized that I had common sense and knowledge of technology they took me off of the phone, gave me a raise and converted me from Contractor to Employee. I asked my Director "Why do you let the managers hire people who are so ignorant" His reply was "I'm paying them $17/hr, I don't expect them to think. We have the information and tools set in place to think for them. If I wanted them to think then I would hire people with a higher intelligence and I would pay them more. Instead, I have people like you come up with tools and other things to think for them"
So this is why I hate when people say "I called T-Mobile and they said..." because that means nothing. You can get a different answer every time because most of them don't know the answer because your questions are above their level of intelligence. Now, I'm in no way saying that every person who works in a call center is an idiot. I'm saying that a large percentage of them do not understand anything about what they're troubleshooting.
I was reading a survey in P.C. Magazine about customers' ratings of the service and product quality from companies such as Apple, Toshiba, and Hewlett-Packard. They rated things such as the frequency with which hardware was found to be faulty soon after purchase, how easy it was to have it replaced, and other such topics. Apple did rank first overall, and Toshiba ranked second. This doesn't surprise me, since I have a ten year old Toshiba Tecra 8100 that still runs fine, though I've fixed the screen hinges.
H.T.C. was not in their listing, and I had never dealt with their support before. I replaced my X51v's screen myself after having it for three years and getting some water damage (I also replaced the backup battery later), and that's working fine now. I'm kind of nervous now -- I half expect my Nexus One to come back with real scratches on the screen, or more dead pixels, or some other problem that it didn't have before. After they already accused me of damaging it last time, I sort of wonder what they might damage to do with it this time -- something worse than sending it back unfixed.
jin1207 said:
I have a question. Did they release $28 after you got your 'repaired' phone?
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Yes, they did; they didn't charge me any money.
dumbestcrayon said:
HAHAHAHAHAHAHA!! Having worked in multiple call centers let me be the first to tell you that it's hard to find intelligence or common sense in them. I work in a call center for AT&T right now and I do work for the Vice President and Assistant Vice President because nobody else knows what they're doing. As soon as they realized that I had common sense and knowledge of technology they took me off of the phone, gave me a raise and converted me from Contractor to Employee. I asked my Director "Why do you let the managers hire people who are so ignorant" His reply was "I'm paying them $17/hr, I don't expect them to think. We have the information and tools set in place to think for them. If I wanted them to think then I would hire people with a higher intelligence and I would pay them more. Instead, I have people like you come up with tools and other things to think for them"
So this is why I hate when people say "I called T-Mobile and they said..." because that means nothing. You can get a different answer every time because most of them don't know the answer because your questions are above their level of intelligence. Now, I'm in no way saying that every person who works in a call center is an idiot. I'm saying that a large percentage of them do not understand anything about what they're troubleshooting.
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dwl, classic!! Are you also saying any one with great talking skills can get the job as customer rep too?
keet said:
Yes, they did; they didn't charge me any money.
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Thanks, buddy. I can let mine go to repairing.
Hope you get what you expect
I sent it back to them last Thursday, of course, and received a message on Monday saying that they had received it. Today, I received another message saying that they had completed their diagnostics, and guess what my option was? Pay for repair, just like last time! I sent a response asking why and called them, but all the morons in their customer service department could do was 'escalate' it, so I just sent a complaint to the Better Business Bureau.
bobdude5 said:
I had much better customer service from Apple when I had my iPhone ..I'm getting really annoyed with HTC ...especialy with that multitouch issue..
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I would be careful saying anything pro apple on this forum, lol.
I have been pretty lucky with both of my htc products so far. My N1 is great and so was my G1.
keet said:
I sent it back to them last Thursday, of course, and received a message on Monday saying that they had received it. Today, I received another message saying that they had completed their diagnostics, and guess what my option was? Pay for repair, just like last time! I sent a response asking why and called them, but all the morons in their customer service department could do was 'escalate' it, so I just sent a complaint to the Better Business Bureau.
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By chance did they answer your question? or at least tell you the results of the diagnostics and how much they charging?
deleted , move along
TLTR !!!!!
I read it. Sorry to hear about your EVO man.
I got my EVO through Craigslist new in box because all the Sprint stores in my area who had them in stock wouldn't sell them to people not adding a new line of service. (Which is another story in and of itself)
When I brought it in to Sprint to activate they let me add insurance and told me that I'd still be covered under warranty for a year. I would be steamed if I was in your shoes too.
Thankfully I have a HW revision 0003 and my EVO hasn't yet to display any of the known issues.
http://www.engadget.com/2010/06/13/htc-evo-suffering-from-glass-separation-issues/
Just a short while ago I worked as a CSR for AT&T. Your friend got really lucky because 99.9% of the time a broken iPhone, even with a known issue, means you're SOL. In my experience, Sprint is much more flexible.
I mean you guys have any suggestions for me at this point? I know its just a phone and all but damn. i posted this on sprint forums, androidforums.com,xda, ppcgeeks, and of course my phone calls and visits to the repair center at MACOM
You bought the $7 plan for this very reason-- a more-than-likely behaviorally caused ding. (yes I read your post, but look at this from someone else's point of view. You had/used the phone how long before you saw this?)
Pony up the deductable and get a new phone. You realize you're costing yourself way more than $100 in grief and wasted time?
Lastly, just in case this is a defect and a recall is issued, keep your documentation on your calls to CS, claim filed, and out of pocket money. At that point you should be able to recoup your deductible among other things.
illogic6 said:
Just a short while ago I worked as a CSR for AT&T. Your friend got really lucky because 99.9% of the time a broken iPhone, even with a known issue, means you're SOL. In my experience, Sprint is much more flexible.
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Sure, bro. Sure.
00_MACKIE_00 said:
Ok, this is going to be a long post, full of detailed information regarding my purchase of an Evo. I will be posting this on every forum I am a member of and there are alot that I post on.
A buddy of mine contacted me to tell me he had bought an Evo on launch day from Best Buy. He activated it on 6/6/2010 from a Best Buy in Kentucky. He was told " The Evo has push to talk". Well he later found out that it did not in fact have push to talk and he needed that feature for his Sprint business account. He was outside his 30 day "happiness" window so he had to buy a different phone. He decided to put his Evo on Ebay and sell it to try and get some of his money back for his Evo purchase. He let me know he listed it on Ebay and provided me a link to it. I ended up winning the auction on 8/15/2010. I received the phone on 8/21 and received original box, original everything. Even had a cover. Phone looked and smelled BRAND new. I quickly called Sprint to activate it and within 10 min I was sporting my new Evo. Added my insurance/repair $7 dollar fee like I do with all my phones.
All was fine until 9/5/2010, I noticed on the bottom left of the screen over the home button, the screen appears lifted and a little dust had gotten under it. Ok no big deal to me at this point. I do keep my phones in mint condition but I was just going to monitor this situation. 13 days later is when I called Sprint asking for an explanation. I called the customer service line and explained the situation with the phone. They immediately started blaming me for it. I guess maybe they thought I used a screwdriver and lifted the screen, who knows. The girl told me she was in Charlotte, NC and that she had never heard of a screen separating from the adhesive and to go to the repair center.
On 9/17/2010, I went to MACOM here in Florida. A nice gentleman greeted me at the repair window and asked how he could help me. I said well I called customer service and explained to them that the phone screen seemed to be coming up and to pay you a visit so you could investigate. 4 screws later my Evo was in several pieces and then put back together. He asked me where I got the phone so I told him. He looked up my account and said "you’re inside your 30 day window according to the calendar here and you should go home and call customer service back". I told him I had no intention of being given a brand new phone. To me , that would be dishonest and I live by being honest and I teach my kids to be honest to people regardless of the situation. He handed me his business card, said call Sprint and call me back if you have problems. Seems he was trying to push me into a brand new Evo. I lay no blame on this guy; he was trying to do the right thing. He told me he could have it replaced but it would be a refurbished phone which I am ok with.
I arrive home on 9/17 from MACOM and about 7pm I start making some phone calls. I have been upfront with Sprint about the terms of my purchase. The first lady I spoke to said she understood my issue and that she would get someone on the phone to help me after we talked 10 minutes or so. She asked if I minded being put on hold and I said absolutely not. I waited for about 7 or 8 minutes or so and another lady got on the phone from a different department. I had a really hard time understanding what her name was, who she was with, etc etc due to the heavy accent. From what I could understand, she was from advanced exchange it sounded like. She asked for my telephone #, verified my pin and all that good stuff and asks me the reason for the call. I then had to go into the WHOLE story again. 10 minutes later she asked me where I bought the phone. I said I bought it off Ebay from a SPRINT customer, not some random power seller. She then told me well there is nothing she could do and that was there anything else she could do for me. I said I guess not and told her to have a lovely weekend. She then said I could always file a claim with Assurion and pay a $100 deductible for this obvious defect.
After speaking to my wife, I felt I needed to call back. Around 8:30pm or so I called back to customer service and once again explained the situation. I asked her over and over to tell me if I had done something wrong, or this was somehow my fault. She completely denied any knowledge of a screen separation issue and proceeded to tell me she was going to talk to her supervisor about it and placed me on hold. She came back on the line in short time and asked if it would be ok if I received a call back. I said ok and told the lady to have a nice evening. About 45 minutes or so later my phone rings. I go to answer it using the slider and because my screen is acting funny due to part of it being lifted, somehow the call was dropped and she left a voicemail and her name and phone number. I immediately called back off my house phone and received her voicemail. I left a message and asked that she call me right away. I have not received another phone call.
Remembering the conversation with MACOM, I woke up on 9/18, loaded up the kids and drove on over. The same gentleman was there again. He remembered me from the night before. I told him I had called customer service and had gotten nowhere. The tune quickly changed from ordering a refurbished phone to having to call his district manager but however the district manager was off and on his motorcycle for the day and it would be evening before he could have a chance to talk to him and it would be next week before he could get back to me. He was very nice and polite and told me to have a good rest of the weekend and he would get in touch with me.
Now that I have laid out the facts, I am now going to state my opinion on this. First off, Sprint denying the screen separation is a joke within itself. Searching on Google using the search criteria "evo screen separation" shows 6,700,00 results found. How could people not know about it that work for Sprint? The repair guy at MACOM had heard about it, but nobody else? How is that even possible? My next complaint is about the way I purchased it. If I was not tempted by all the Sprint commercials about the EVO and not being able to actually find one in Florida, I would not have had to go buy one of Ebay. I bought it from a valid Sprint customer not some guy on Ebay looking to make a few bucks. Sprint still should honor my purchase and either fix my phone or give me one that works, isn't that what I pay the TEP for?. I guess anyone who is buying either a barely used or brand new phone off Ebay should just stop doing it now before you run into a situation like what I am dealing with. I am a premier customer with Sprint; I have 3 lines as well so I consider myself an important customer. Plus it helps in the years I have had service, I have never missed a payment, been late, or anything. Sprint should not allow you to buy a phone from anywhere and activate it successfully if they do not want to honor an obvious manufacturing defect. This will not cost any money for Sprint to replace my phone because I am sure it would be sent back to HTC as a defect. I am not editing this post until there is a resolution so that the public sees what I have had to deal with. Once Sprint provides a resolution, I will then have this post removed and I will once again be a happy Sprint customer.
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I've had better luck. I was once placed in this exact situation. Brought my phone into Sprint to have it repair the lifting of screen. In-house techs repaired it, no questions asked (or blaming). One hour later, they called me back and issued me a new one, as their investigation determines hardware version 0002 was a manufature defect. Perhaps it's all based on locations, reps, your attitude towards them, etc. Where I'm from everyone one's laid back, reps are always friendly and don't really have to put up with too much of people's ****, because non really gives them **** to begin with. They even accept rooted phones too, where as I read that many other users have to unroot before bringing their phone into Sprint for replacement/repair.
If you don't mind paying a deductable ($100 max), call into customer service and request a replacement.
And to the dude who was previously on AT&T with iPhone, sure buddy. SURRRREEE. If you EVER had service with them, you of all people should know that AT&T & Apple will put you through hell. I should know, that's why I dropped AT&T & the iPhone 2G.
illogic6 said:
I read it. Sorry to hear about your EVO man.
I got my EVO through Craigslist new in box because all the Sprint stores in my area who had them in stock wouldn't sell them to people not adding a new line of service. (Which is another story in and of itself)
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That is actually illegal, they have to sell it to you, I actually did the same and had to mention that it is illegal to not sell it, after mentioning that they budged and sold it to me.
Back on your situation with your EVO, I would recommend posting on consumerist as that is more their territory. They have the phone numbers for executive customer support also, they WILL fix your issue ASAP. http://consumerist.com/2007/05/sprint-sets-up-consumerist-reader-executive-customer-service-hotline.html
tbh, I feel no simpathy since you being "honest" has nothing to do with the situation. You didn't steal the phone, the phone was defective therefore it's not like you were doing anything wrong. You should of returned it and gotten a replacement. There's been hundreds if not thousands of people that have done the same with the screen lifting issue.
Also if you didn't know before, google is based on keywords, it doesn't take the phrase and search for it. About 5million of those results were for the word "evo", other million were for "screen", and so on. Out of those results, only about 20-30 were for the evo issue. I've been doing SEO for a long time, so when it comes to google I know what I'm talking about.
Also sprint doesn't care if you took it apart, or if it came apart by itself, because they will tell you in the end to return it because of the issue. They know people do it, and it's perfectly okay, since you're not "cheating" anyone. The 30 day thing is made for a reason, it's not made for you to screw them over. Also the insurance that you put on the phone is made for a reason.
Either you're not telling the whole story, or you were too ignorant to return the phone.
Btw, side note for you. Check out the app TiKL for push to talk on your EVO.
sent from VooDooPhone
As a Sprint retention supersvisor, let me ask you something which I would have asked you if you were on my call. What makes you think SPRINT is responsible for a phone your purchased from somebody on Ebay wether it be a Sprint customer or not? You are LUCKY they even allow you to use TEP on a phone that was not purchased from them. Now, here's what we can do, make a claim, pay the $100 and have it replaced or go back to the store and speak with the idiot that told you to call in.
Let me put it in perspective for you, when your car breaks you take it to the mechanic right? You don't just call Ford and they fix it over the phone or send you out a new truck to your home. There is NOTHING someone over the phone can do, the repair center has to do it all, granted most the time they send you something over the phone or break policy it's to shut the customer up and get rid of them. The store has to fix it, if they can't fix it, make a claim for you through the warranty or asurion. I really don't understand why this is so hard to understand. And please don't take this the wrong way it is not an attack on you personally, but it is definitely an attack on what should be common sense.
6ixtynin9 said:
I've had better luck. I was once placed in this exact situation. Brought my phone into Sprint to have it repair the lifting of screen. In-house techs repaired it, no questions asked (or blaming). One hour later, they called me back and issued me a new one, as their investigation determines hardware version 0002 was a manufature defect. Perhaps it's all based on locations, reps, your attitude towards them, etc. Where I'm from everyone one's laid back, reps are always friendly and don't really have to put up with too much of people's ****, because non really gives them **** to begin with. They even accept rooted phones too, where as I read that many other users have to unroot before bringing their phone into Sprint for replacement/repair.
If you don't mind paying a deductable ($100 max), call into customer service and request a replacement.
And to the dude who was previously on AT&T with iPhone, sure buddy. SURRRREEE. If you EVER had service with them, you of all people should know that AT&T & Apple will put you through hell. I should know, that's why I dropped AT&T & the iPhone 2G.
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That is what he said, with AT&T you're **** out of luck
I have a dell streak with a screen that is cracked.
I had it in my pocket and when i pulled it out the screen had cracked clear across the smaller width. its about 1/3 of the way down the device.
the lcd functions fine, but im not going to use it after I saw the youtube vids of broken lcds...
So Officially ( as I just talked to customer support), Dell has decided that the device screen falls outside of warranty, and that there are ZERO repair options at the current time. They are also 'real sorry' about the fact that I still have a monthly mobile bill and no way to stop it. Hope fully I can pay AT&T in sorrys next month.
They took my Service Tag, and gave me a ticket# for when i hear that repair options are available. So I have to make sure I keep listening real good!
The Uniform Commercial Code Article 2 dictates contractual terms for the sale of goods.All goods carry with them an implied warranty of merchantability/fitness unless disavowed. Products may be returned within a "commercially reasonable period of time." That period of time is determined through trade usage, custom, course of dealing, and course of performance.
You'd think that putting a phone in your pocket would fall under normal course of performance...
Warranties are meant to cover manufacturer defects. The glass breaking due to it being in your pocket is not a defect. Gorilla glass is marketed to be stronger not indestructible.
kou5oku said:
I have a dell streak with a screen that is cracked.
I had it in my pocket and when i pulled it out the screen had cracked clear across the smaller width. its about 1/3 of the way down the device.
the lcd functions fine, but im not going to use it after I saw the youtube vids of broken lcds...
So Officially ( as I just talked to customer support), Dell has decided that the device screen falls outside of warranty, and that there are ZERO repair options at the current time. They are also 'real sorry' about the fact that I still have a monthly mobile bill and no way to stop it. Hope fully I can pay AT&T in sorrys next month.
They took my Service Tag, and gave me a ticket# for when i hear that repair options are available. So I have to make sure I keep listening real good!
The Uniform Commercial Code Article 2 dictates contractual terms for the sale of goods.All goods carry with them an implied warranty of merchantability/fitness unless disavowed. Products may be returned within a "commercially reasonable period of time." That period of time is determined through trade usage, custom, course of dealing, and course of performance.
You'd think that putting a phone in your pocket would fall under normal course of performance...
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DEMAND TO TALK TO A SUPERVISOR. tELL THEM THERE IS NOT A SCRATCH ON THE PHONE OR THE GORILLA GLASS. THAT IS THE KEY. THERE IS NOT A SCRATCH OR CRACK ON THE GORILLA GLASS. JUST THE LCD IS CRACKED. IT HAPPENED TO ME. THE LADY I SPOKE TO TOLD ME THE SAME THING. I TOLD HER I SPENT 550 BUCKS ON SOMETHING THAT LASTED 20 DAYS I AM WILLING TO SPEND THE WHOLE DAY ON THE PHONE AND I WASNT GOING TO TAKE HER ANSWER AS THE FINAL WORD. I TOLD HER I WANTED TO SPEAK WITH SOMEONE HIGHRER UP. 15 MINUTES LATER THE SUPERVISOR WAS TAKING MY INFORMATION TO SEND ME A REPLACEMENT PHONE. I RECIEVED THE PHONE 2DAYS LATER. A SATISFIED CUSTOMER. DO NOT GIVE UP. DEMAND A SUPERVISOR. GOOD LUCK
Could you please refrain from writing in Capitals please
I checked with att before i got my streak, they said that their ins covered the phone. If you still can you can put insuence on the phone and make a claim if all else fails.
Sent from my Dell Streak using XDA App
martywix said:
DEMAND TO TALK TO A SUPERVISOR. tELL THEM THERE IS NOT A SCRATCH ON THE PHONE OR THE GORILLA GLASS. THAT IS THE KEY. THERE IS NOT A SCRATCH OR CRACK ON THE GORILLA GLASS. JUST THE LCD IS CRACKED. IT HAPPENED TO ME. THE LADY I SPOKE TO TOLD ME THE SAME THING. I TOLD HER I SPENT 550 BUCKS ON SOMETHING THAT LASTED 20 DAYS I AM WILLING TO SPEND THE WHOLE DAY ON THE PHONE AND I WASNT GOING TO TAKE HER ANSWER AS THE FINAL WORD. I TOLD HER I WANTED TO SPEAK WITH SOMEONE HIGHRER UP. 15 MINUTES LATER THE SUPERVISOR WAS TAKING MY INFORMATION TO SEND ME A REPLACEMENT PHONE. I RECIEVED THE PHONE 2DAYS LATER. A SATISFIED CUSTOMER. DO NOT GIVE UP. DEMAND A SUPERVISOR. GOOD LUCK
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your caps lock key seems to be stuck...
kou5oku, how did the glass break in the first place? I hate to tell you that I completely agree with mandarb77 about this not being under warranty.
As for martywix, I hate people like you. You are the reason most call center associates want to shoot themselves after a days work. All you just stated (in full caps none the less) was that if you cry and complain enough a company will cave in, giving you a product to get you off their back. Hell you practically yelled your message above.
Although this is extremely unfortunate (not to mention expensive), I think you have to take a loss and buy a new phone. Or be like every other American and cry enough to a point that the company finds you pathetic and caves.
Decisions decisions...
Not being warrenty is one thing, not being able to repair it for money is just
I broke mine. Well I didn't. The train moved very fast to the right and the device fell from the table to the floor while I wasn't there.
The touchscreen and LCD works, no harm. But the glass is broken in about every peace there can be (I guess 100 or so). I have had an iPhone for years (all but the 3GS). And yes it fell to the floor one time or another (thorugh my fault) and there was not a single scratch. Nor was there with any other device (HTC, Motorola whatsoever).
And if Dell's going to tell me they can't repair it (even for money) I will go crazy.
Why? It's just unbelievable that they sell phones they aren't able to repair (and the phones out for 3 months).
If I sell it now (repaired) it will go for 500-600€. If I sell it in 6 months (after being repaired) it will sell for 300-400€. That's 200€ minus cause Dell isn't able to replace the glass?
I will ask for legal advice if necessary. This is just bull.
I'm so mad and totally afraid to call and hear such a bull****.
And a device, which is being damaged the hard way in an Engadget video and then breaking so easily... That's just a total lie. This test device never ever has the same glass/screen as those being sold after. Never ever. If you watch the Engadget video and quite a lot reports on many forums that the screen broke, you can ask yourself if this is always the customer.
Cheaply produced glass.
zwuncki said:
Not being warrenty is one thing, not being able to repair it for money is just .
I broke mine. Well I didn't. The train moved very fast to the right and the device fell from the table to the floor while I wasn't there.
The touchscreen and LCD works, no harm. But the glass is broken in about every peace there can be (I guess 100 or so). I have had an iPhone for years (all but the 3GS). And yes it fell to the floor one time or another (thorugh my fault) and there was not a single scratch. Nor was there with any other device (HTC, Motorola whatsoever).
And if Dell's going to tell me they can't repair it (even for money) I will go crazy.
Why? It's just unbelievable that they sell phones they aren't able to repair (and the phones out for 3 months).
If I sell it now (repaired) it will go for 500-600€. If I sell it in 6 months (after being repaired) it will sell for 300-400€. That's 200€ minus cause Dell isn't able to replace the glass?
I will ask for legal advice if necessary. This is just bull.
I'm so mad and totally afraid to call and hear such a bull****.
And a device, which is being damaged the hard way in an Engadget video and then breaking so easily... That's just a total lie. This test device never ever has the same glass/screen as those being sold after. Never ever. If you watch the Engadget video and quite a lot reports on many forums that the screen broke, you can ask yourself if this is always the customer.
Cheaply produced glass.
Click to expand...
Click to collapse
I Can Understand Your Frustration but that is no Excuse to use Swear Words
Consider this your FIRST and Final Warning.....
Muo said:
kou5oku, how did the glass break in the first place? I hate to tell you that I completely agree with mandarb77 about this not being under warranty.
As for martywix, I hate people like you. You are the reason most call center associates want to shoot themselves after a days work. All you just stated (in full caps none the less) was that if you cry and complain enough a company will cave in, giving you a product to get you off their back. Hell you practically yelled your message above.
Although this is extremely unfortunate (not to mention expensive), I think you have to take a loss and buy a new phone. Or be like every other American and cry enough to a point that the company finds you pathetic and caves.
Decisions decisions...
Click to expand...
Click to collapse
Why is it if you forget to turn the cap lock off people assume you are yelling. I love it when i try to help a fellow streak owner get satisfaction from a product he paid good money for. Lets get real the screen breaking from putting it in our pockets, the same thing happened to me. Sorry I have had other HTC and Sony phones and have carried all in my pocket and have never had a problem. Also I didn't cry about it. I spoke with a supervisor in the mobile dept. and she actually said this has been a problem with the device. The gorilla glass is strong but unfortunaly the LCD is not. That is why she asked if the gorilla glass was not broken or scratched. If the gorilla glass is damaged then they will not replace. Sorry I paid good money and will not get the brush from someone at the call center who has never seen the device let alone know about the screen. Funny in the HD2 forum peole actually were thankful for help...Hope you don't keep it in your pocket.
Muo said:
kou5oku, how did the glass break in the first place? I hate to tell you that I completely agree with mandarb77 about this not being under warranty.
As for martywix, I hate people like you. You are the reason most call center associates want to shoot themselves after a days work. All you just stated (in full caps none the less) was that if you cry and complain enough a company will cave in, giving you a product to get you off their back. Hell you practically yelled your message above.
Although this is extremely unfortunate (not to mention expensive), I think you have to take a loss and buy a new phone. Or be like every other American and cry enough to a point that the company finds you pathetic and caves.
Decisions decisions...
Click to expand...
Click to collapse
I believe this is your post about the screen cracking :
http://forum.xda-developers.com/showpost.php?p=7987943&postcount=5
"View Single Post
Muo 3rd September 2010, 06:47 PM
ReTweet this post# 5I could most definitely see potential screen crack if it was sitting in your pocket.
Of coarse try and get a replacement, you have nothing to lose!
I do what flumps recommends:
Originally Posted by flumps
- treat phone like a newborn baby"
Why would you give the same advice as me but here have a problem with it...?
martywix said:
Why is it if you forget to turn the cap lock off people assume you are yelling.
Click to expand...
Click to collapse
Because I read for most of my day with proper capitalization, cap lock reads like you are yelling.
martywix said:
Lets get real the screen breaking from putting it in our pockets, the same thing happened to me. Sorry I have had other HTC and Sony phones and have carried all in my pocket and have never had a problem.
Click to expand...
Click to collapse
Yes lets get real, the Streak's screen breaking from putting it in our pocket is very likely. A 5in screen will flex on your thigh. You cannot compare it to an HTC or Sony Ericsson phone as they do not have a 5in device.
martywix said:
Also I didn't cry about it.
Click to expand...
Click to collapse
I did not mean literally cry about it. I was merely metaphorically relating your "DEMAND" and stubbornness to be "WILLING TO SPEND THE WHOLE DAY ON THE PHONE" to that of a child, who at times do cry.
martywix said:
Why would you give the same advice as me but here have a problem with it...?
Click to expand...
Click to collapse
That quote is taken out a context and does not apply for this situation. brycestejskal had stated in his post that dell offered a replacement or a refund.
kou5oku on the other hand said that there was no replacement or refund offered as well as no way to repair it.
Plenty of people have broken the screens of other makes of phone before, a quick look on eBay will prove that. As has been said above and many times before here and elsewhere a smaller phone will site easier in your pocket than a Streak, you cannot expect something the size this thing is to survive the flexing it will take in a tight pocket, use some common sense.
Forgot to turn the caps lock off? Nobody types line after line and then hits the post button without ever looking at what they've written. Typing in capitals is shouting, if you're going to do it at least have the gonads to own up to it.
In fairness Gorilla glass will bend almost as much as acrylic before breaking, its reasonable to expect the LCD to crack LONG before the gorilla glass.
As for the 'no repair option' thing, that unforgivable, a company the size of Dell should not release a device they cannot repair, its ridiculous. My understanding is that the Streak is made by BenQ not Dell, but even so, it should have service backup from launch.
Gentlemen, good evening.
Having stumbled upon this thread, may i respectfully request that you refrain from shouting, flaming, trolling and the use of bad language.
I can understand frustrations of breaking ones device, but there is no need to take this frustration out on other members......remember, respect other members (see my sig).
I think that everyone can now move on. I have taken the liberty of tidying this thread up so do not be offended if your post has been altered or deleted, we have over 2.7 million people who frequent this site and therefore we have a wider audience to consider.
Thank you for your understanding and co-operation and please show support for your forum moderator; he is here voluntarily to help you (as am I) and to keep xda a better place.
Greetz,
Tim.
I have also fallen pray to the pocket of death for the Dell Streak. I understand where they are coming from the no replacement policy and no refund policy, but not being able to repair my streak for a price because "Dell does not have a department in place yet to handle such a problem." Everyone I talked to told me that exact same thing. The worst part is I just received my unlock code from At&t so I could finally use it on Rogers in Canada.
But the whole whining and crying thing, I think I might have to do that. Because if they are not willing to take my money to fix my Streak, then I will "cry" to get a new one. A previous post said it was like a little child whining, well I am looking at this way, "Manning up to it" doesn't get my Streak fixed or a replacement. "Manning up" puts me down $1200 (for the first phone and the second one to replace), if I look at that way "crying like a child" wins.
I wanted to share with people my worst customer service experience ever.
I recently bought an x10 off of someone online and the in-call speaker (ear piece) started acting inconsistent. It would get quiet frequently and was very hard to hear. And yes, I’m aware there is an issue with the level of sound these things produce.
Since I bought it off of someone I couldn’t return it through the service provider. I called Sony Ericsson (SE) and they told me that the repair should be covered under my warranty. So, they gave me an RMA number and an address of the service centre in Newmarket, Ontario to send it to. The place was Flextronics – Canada.
I was told that I would have the phone back within 10 business days, and that someone would contact me if there was any issues.
After 2 weeks, I called SE several times to get an update and received the rudest reps ever. They all gave me this attitude as if i was bothering them.. One rep said it was coming, while the other told me Flextronics had sent me an email with a quote.
A little upset, I asked why because I thought it was covered under warranty. She didn’t know, so gave me the number to Flextronics.
So, I started calling Flextronics to see what was up. Every time I dialled the extension for SE service department, it would ring twice, beep, and then hang up. So, I started calling other departments in the company and the they just transferred me right back, and I would get disconnected again. Then, I dialled 0 and got the operator, who was almost as rude as the SE reps, and told me to call SE for any updates. I told her I was sick of this back and forth, and can I please talk to someone. So she forwarded me to a supervisor. I left a message, and waited a few days and received no call or email back.
Frustrated, I called SE back and told them my situation. The rep this time was nice, and said he would make note and look into it for me and someone would contact me within 24 hrs.
I waited a two more days, and nothing.
I called Flextronics again, and went through the exact same process. And then nothing.
Called SE back again, this time they told me they can’t do anything until I reply to Flextronics’ quote they sent me. I told them I haven’t received anything from them and have been desperately trying to get a hold of someone there. This rep then said he will escalate it to a supervisor.
Again, a few days passed and nothing.
I called SE back and demanded to speak to a supervisor. The rep was being very rude and tried to avoid the situation. She finally caved and put me on hold for at least 5 minutes. I spoke to a supervisor who was just as rude as her reps and took another 5 min looking into my file, and asked me the same verifying questions again. She told me that the policy states the repair is not covered under warranty because of physical damage.
I told her that this was ridiculous bc the phone was in near mint condition. The only physical damage was that there was a tiny crack in the very bottom left corner of the screen that isn’t even close to the call speaker. And when I say the crack is small, I mean small. It was more like a deep scratch.
Anyway, after trying to defend that the crack had nothing to do with why I brought my phone in for repair, she told me it was up to the repair centre. I said, fine. At this point I just want my phone back. She said she will relay the message.
Waited some more, and then nothing.
I repeated this process for 2 more weeks.
The reps kept telling me that the situation would be taken care of and that the case was escalated. Some reps even told me that the escalations were never processed properly. Arrgghh...
After almost reaching the 5 week mark, I left a desperate message with Flextronics and SE practically begging for my phone back.
There is an obvious discrepancy between the communication between SE and Flextronics.
Finally, after 5 weeks someone actually called me from Flextronics!!!
He explained to me why I had to pay for the repairs. Even though he agreed with me, he said that due to the relationship with SE they can’t fix the speaker unless they fix everything! Including cosmetic stuff!
F’n ridiculous.
He asked if I wanted to try and call SE and dispute this with him. LOL. I was like no way, just give me my phone back.
He said they’ll ship it today and i will receive it tmrw. Let’s see what happens....
Because of this nightmare of the poor quality of the device itself, I will never ever buy another SE smartphone again!!!
i have to say thats a nightmare. i am so sorry that happened to u. i hope this doesnt happen to u again. thanks for the warning about se though. thats people i dont want to deal with. i hope u have better experiences with smartphones.
Sent from XDA Premium from my X10a rooted running 2.3.2 gingerbread rom from rdannar
Here in Austria the SE-CCAs (sitting in Germany) are very nice and competent.
The only thing is, when you bring something in for repair, they always just flash the firmware first and send it back to you so you have to bring it in again, however the snd attempt always worked.
And CC in the US are by principle a nightmare and rude. In the best case they are nice but dont get what you want, because they just hang to their conversation script and dont listen.
On the other side I dont want to know what BS they have to listen to every day.
Quote Sony Erisson"Make it believe"...This's the way of SE treating their customer and provide the poor quality of the products,slow update of firmware and iresponsibility after-sales service.My X10 had been sent to the service centre for changing the motherboard which caused the reboot loop more than 1 month ago but i don't have any news whether it's getting the job done or not.My phone's still under the warranty and i think the warranty would be gone after i take back.Somemore,the xperia arc's coming out soon but i consider Samsung Galaxy S2 which's more powerful with dual core processor.I won't drop into the trap of Sony Erisson anymore...
Update: Failed to deliver once again. Phone has still not been returned as promised by Flextronics. Arrrgghhhh
That sucks for you OP, I would raise hell if I were you, you gotta treat them the same way they treat you to get **** done.
Sent from my X10i using XDA App
OP, if I was you, I'd punch those idiots in the face
So, the argument that says "only 10% of SE consumers, you guys, complain against SE 'cause lack of Android upgrades but the 90% of ppl don't care and love SE" dies here. Im pretty sure that 90% of people wouldn't 'love' SE thanks to things like this, no matter if they want Android 2.2/2.3 or not.
I repeat one-more-time: SE, NEEDS to WORK in the human part.
Oh.. I know all about Flexitronics/SE issue. My Phone stopped charging and I sent it into repairs. I too got the runaround and had to be calling in contantly to get any type of headway.
I was informed I would get callbacks, which I never got. Hell they even said I would get a gift for all my trouble - nothing.
My advice is to get someone from Flex and DON'T HANG UP. Refuse to disconnect the call until you talk to a supervisor. Be Polite and never swear - just tell them to put you on hold until a supervisor can speak to you. This will destroy the Rep's Call time stats and they shouldn't be able to just hang-up on you as you have not done anything to warrant such an action.
Good Luck!
Here is my situation with them:
http://forum.xda-developers.com/showpost.php?p=8396874&postcount=48
http://forum.xda-developers.com/showpost.php?p=8574507&postcount=53
http://forum.xda-developers.com/showpost.php?p=8593403&postcount=55
http://forum.xda-developers.com/showpost.php?p=8611836&postcount=59
Yeah dude sorry to hear about that situation, I hope whatever company you buy from next has better service than that.
You didn't mention it on your post, But did they tell you that they have a FLAT FEE OF $185 FOR PHYSICAL DAMAGE? yep, no matter how small that scretch is they'll probably shove that down your throat.
I had my run in with SE Service, luckily for me I had a tad better outcome.
Check out my situation:
http://forum.xda-developers.com/showthread.php?p=12075634#post12075634
Thepuffytaco said:
Oh.. I know all about Flexitronics/SE issue. My Phone stopped charging and I sent it into repairs. I too got the runaround and had to be calling in contantly to get any type of headway.
I was informed I would get callbacks, which I never got....]
Click to expand...
Click to collapse
Yeah, they are the worst.
Update: On Friday, March 11, a rep from Flextronics called me, same guy who I spoke to previously. He actually said "I recognized your voice so I don't need to speak to you."
Before he said goodbye I demanded to know where my phone was bc he promised I'd have it on Thur, March 10.
His reply was, oh well, if you don't receive it by Monday, call us back. WTF?
Any way, I finally got my phone back UNFIXED.
Long story short:
- Sony Ericsson and Flextronics' customer service sucks
- almost 7 weeks without my X10a, only to get it back UNFIXED
darkgoth678 said:
Yeah dude sorry to hear about that situation, I hope whatever company you buy from next has better service than that.
You didn't mention it on your post, But did they tell you that they have a FLAT FEE OF $185 FOR PHYSICAL DAMAGE? yep, no matter how small that scretch is they'll probably shove that down your throat.
I had my run in with SE Service, luckily for me I had a tad better outcome.
Check out my situation:
http://forum.xda-developers.com/showthread.php?p=12075634#post12075634
Click to expand...
Click to collapse
They quoted me $108 to fix the screen, so a lot cheaper than $185. But, I refused out of frustration and principle. I bet even if they had fixed the screen and speaker, I'd still have speaker problems.
Good job on your self-repair btw. I would be too nervous to take any tools to my phones. Bad experience in the past. lol
Looks like SE approved service centers are the same, no matter the country. I sent mine 2 times already because of issues related to the USB connector in the phone (not charging and not having stable USB connection via cable). Got it back 2 times fixed partially, now it charges but the connections still is worthless.
So my sympathy goes to you
Dont Buy a Sony Erisson! 35 weeks in repair only to be returned unfixed
I had the same issue Tase.
Im still very annoyed. Im reporting them to the better business bureau as their service is beyond a joke.
I got two X10s. One for my gf and one for me. Her USB port died after a few months so it went back for repair and they swapped it for a reconditioned model.
Mine died after about 9 months went back and got swapped for a reconditioned model which i wasn't really thrilled about. Weeks later my reconditioned model failed. The phone started just turning itself off and dropping calls until finally it wouldn't even come back on.
I work in my home office and my phone is either in my pocket or on my desk so nothing has ever happened to it plus i had it in the plastic protective bumper case as well.
I sent this phone back in April! I waited for a few weeks and kept getting the run around so in the end i said forget it and went and changed phone providers and got a Samsung Galaxy SG2. I didnt want to pay Rogers $50 to use some old piece of crap when i had paid for a Smart phone.
Anyway i still continued to contact them trying to get an idea when it was coming back. I got told the same as you. "Its been escalated" etc.
Another time the guy said he had no idea why it was taking so long and didnt have any idea where the phone was or what was happening. He promised me a call which i never received. I didnt experience any rudeness but every time i waited on hold for ages and was occasionally cut off whilst on hold.
I finally got the phone back this week unfixed! That's what? About 35 WEEKS?!!!!!!
Absolutely ridiculous! How does it take 35 weeks to do that?
Their excuse is that the USB port is broken and they have said this is physical damage and its not covered.
They must have baboons running the place!
I did not break it, the usb is just crap because they cheaped out and is a known problem with the phone. That wasnt the issue anyways. It wont turn on! I can put a fully charged battery in it and it still does not turn on!
The repair centre are a joke. I should have known better. We had two C510a's before this and when they both broke at exactly the same time (due to needing a system update!) and were both sent back mine was sent back unrepaired stating liquid damage when the thing has never been anywhere near liquid. I fixed it myself in 2mins using the proper update software not the pre bundled crap the phone comes with.
I don't know but they works fine in my country. Bring it and they will replace mainboard or even a phone for you such as can't charge... . However, I think the reason is the Flextronic. Also, you should check the phone before buy it from another guy. There must be something wrong so he sells it. And you have to check carefully.
They are pretty renowned for their poor customer service. Check the arc forum to see what I'm talking about
I had similar experiences with Samsung. It can take ages before you get your phone back. Besides, the people in the service centers have no idea what they are talking about.
Just an example. Here they quote that the Galaxy Nexus is a Google device and when you have questions you should contact.......MICROSOFT.......
Microsoft would be the owner of the OS and responsible for firmware updates
maddes1402 said:
I had similar experiences with Samsung. It can take ages before you get your phone back. Besides, the people in the service centers have no idea what they are talking about.
Just an example. Here they quote that the Galaxy Nexus is a Google device and when you have questions you should contact.......MICROSOFT.......
Microsoft would be the owner of the OS and responsible for firmware updates
Click to expand...
Click to collapse
TROLLOLOLOL.
Or maybe cat got its tongue (or something like that)?
I have had 0 issues with flextronics, but I am often in Newmarket and I just drop in and ask them the progress .. they are not able to hang up if you are standing right there. Was this a x10a or the x10i?
Darth Glacious said:
Looks like SE approved service centers are the same, no matter the country. I sent mine 2 times already because of issues related to the USB connector in the phone (not charging and not having stable USB connection via cable). Got it back 2 times fixed partially, now it charges but the connections still is worthless.
So my sympathy goes to you
Click to expand...
Click to collapse
Ah ah ah, not so fast. I have gotten my x10 replaced free of charge not once, but twice for motherboard related problems in the US. I was under warranty and they respected that. After sending number one in for repair they told me that they would rather replace the device as opposed to reparing the damaged one. They sent me a brand new x10. This lasted about a month before it too began to experience random massive overheating, reboots and eventual failure to charge, boot or respond to any input whatsoever. Say what you want, but I have two x10s and a fully charged battery from the one that never had to be replaced didn't work in the damaged phone either. Anyway I called se up again. Of course I was still under warranty, so they replaced it again. This time I got a device that performs admirably, taking the highest overclocks I can throw at it with custom kernels.
This experience has not impressed me with the general build quality of the x10, but it showed me that at least some reps from se are interested in customer satisfaction.
Then again, maybe they outsourced to some of willy wonka's oompa loompa's!
Sent from my X10 using XDA App
Companies almost never hold up their side of the warranty sadly =(. I actually find apple to be one of the better places for customer service . Anyhow i usually just contact Better business bureau if they don't do what they say they'll do. They sort things out for you . One of my friends said just threatening to use BBB works too lol.
After sending in my eee pad transformer 3 times (and it's still not fixed) one tends to get angry. My eee pad transformer has a issue that is randomly click items on the screen. You can use apps on the market to see where the screen things you are touching. I have noticed that random touch points just appear.
After dealing with Asus's poor service, sending it back, data wipes I've just about had it. Honestly I'm beginning to think i'm dealing with complete idiots. They keep replacing the touch screen expecting it'll work. I don't have a degree in anything computer science related (yet) but even I can see it's the Mobo or the connector.
I found it funny when I called after the 3rd time the service rep told me he could do nothing besides send it back in again. I told him it was blatantly obvious what would happen if I did (sent back unrepaired). He told me "Let's try a data wipe". At that point, enraged, I asked to speak to a supervisor. He told me there wasn't one "on the floor" and said I would be receiving a call from one within 48 hours. Here we are 3 weeks later without a call.
_____________________________________________________________
Which leads to my main point:
http://www.bbb.org/greater-san-fran...us-computer-international-in-fremont-ca-16870
Notice in large red letters it says "! There is an alert for this business !" Click that and you will see
"We have identified a pattern of complaints concerning customer service and service issues. Complaints processed by the BBB claim that 1) products sent to the company for repairs are still not working properly when returned to the consumer.
2) Customers calling the company are asked to call back or told they will receive a call back and in many cases don't."
Pretty interesting. 666 (ironic) other people have has the same problem. When asked about this issue the service supervisor made no comment on it and tried his very hardest to change the subject.
________________________________________________________________
Tomorrow I will be sending it in for the 4th time. I have warned the service representative and corporate respectively via phone call and letter that I will be suing them for the cost of the transformer and dock (which I will return to them in it's unrepaired state) in small claims if they have the nerve to send it back to me unrepaired. I will also file a complaint with the better business bureau so that I can be added to the list of people who think that they company is going in the wrong direction. I like that transformer and I would have been fine sending in one without complaining in the slightest if it was only send back to me repaired.
What do you think. Ridiculous? Inauspicious? Disadvantageous?
Edit: Also mention able that the device has recently had trouble charging. And that they found a "External headphone issue" I never mentioned. They also somehow managed to loose the tablet where nobody had a clue where it was at. They pointed there finger at fedex (which didn't have it).
roflcopterofl said:
After sending in my eee pad transformer 3 times (and it's still not fixed) one tends to get angry. My eee pad transformer has a issue that is randomly click items on the screen. You can use apps on the market to see where the screen things you are touching. I have noticed that random touch points just appear.
After dealing with Asus's poor service, sending it back, data wipes I've just about had it. Honestly I'm beginning to think i'm dealing with complete idiots. They keep replacing the touch screen expecting it'll work. I don't have a degree in anything computer science related (yet) but even I can see it's the Mobo or the connector.
I found it funny when I called after the 3rd time the service rep told me he could do nothing besides send it back in again. I told him it was blatantly obvious what would happen if I did (sent back unrepaired). He told me "Let's try a data wipe". At that point, enraged, I asked to speak to a supervisor. He told me there wasn't one "on the floor" and said I would be receiving a call from one within 48 hours. Here we are 3 weeks later without a call.
_____________________________________________________________
Which leads to my main point:
http://www.bbb.org/greater-san-fran...us-computer-international-in-fremont-ca-16870
Notice in large red letters it says "! There is an alert for this business !" Click that and you will see
"We have identified a pattern of complaints concerning customer service and service issues. Complaints processed by the BBB claim that 1) products sent to the company for repairs are still not working properly when returned to the consumer.
2) Customers calling the company are asked to call back or told they will receive a call back and in many cases don't."
Pretty interesting. 666 (ironic) other people have has the same problem. When asked about this issue the service supervisor made no comment on it and tried his very hardest to change the subject.
________________________________________________________________
Tomorrow I will be sending it in for the 4th time. I have warned the service representative and corporate respectively via phone call and letter that I will be suing them for the cost of the transformer and dock (which I will return to them in it's unrepaired state) in small claims if they have the nerve to send it back to me unrepaired. I will also file a complaint with the better business bureau so that I can be added to the list of people who think that they company is going in the wrong direction. I like that transformer and I would have been fine sending in one without complaining in the slightest if it was only send back to me repaired.
What do you think. Ridiculous? Inauspicious? Disadvantageous?
Edit: Also mention able that the device has recently had trouble charging. And that they found a "External headphone issue" I never mentioned. They also somehow managed to loose the tablet where nobody had a clue where it was at. They pointed there finger at fedex (which didn't have it).
Click to expand...
Click to collapse
Are these issues occurring while you are docked or un-docked?
From experience with their computer componants they have great service people, but who ever calla the shotsfor RMA's seems shoddy. I received 1 mobo that lost it's southbridge. Okay, that happens whatever. Then they sent meonethat was so bent no expansion cards could be installed. Third time was a charm, it was just a pain. The people were always awesome on the phone anyways, that doesn't appear to carry over to their eee business, sorry to say. I will say call during the afternoon, after 5 they transfer it overseas. Also, first thing when you get someone, tell them this is your fourth RMA for 1 device, and you want the case elevates to tier 3. If possible, keep your case number, it helps.
Good luck. And remember, being nice can pay big. I know your beyond irritated, but that person on the other end is just trying to do their job. They may not be able to really help, but if your nice, they might try harder.
You know this is very helpful and knowledgable.
jasonwuzthere said:
From experience with their computer componants they have great service people, but who ever calla the shotsfor RMA's seems shoddy. I received 1 mobo that lost it's southbridge. Okay, that happens whatever. Then they sent meonethat was so bent no expansion cards could be installed. Third time was a charm, it was just a pain. The people were always awesome on the phone anyways, that doesn't appear to carry over to their eee business, sorry to say. I will say call during the afternoon, after 5 they transfer it overseas. Also, first thing when you get someone, tell them this is your fourth RMA for 1 device, and you want the case elevates to tier 3. If possible, keep your case number, it helps.
Good luck. And remember, being nice can pay big. I know your beyond irritated, but that person on the other end is just trying to do their job. They may not be able to really help, but if your nice, they might try harder.
Click to expand...
Click to collapse
How do you know all of these things, and where did tier 3 come from???
The other posting has good points, But this is one you need to remember. There is NO Floor of service techs that runs without management. So the Next time you call Start by asking his name, and what city he is out of, then state you have to talk to a supervisor, use your old rma # if they try to say he isn't there, then you come back, get him on the line now do not take no for an answer........ you will get someone who has a superior role........ good luck
The issue only occurs when the device is not docked. I think I heard of other people talking about a similar issue on xda but I can't seem to find the thread.