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Hi, I had my Nexus One for about 4 weeks when I discovered dust under the screen. I rang the service centre who said because my phone was over 2 weeks old I couldn’t have a replacement only a repair. I sent it in for repair and it came back a week later.
I checked the phone over and it looked fine. Then 3 days later I noticed that the dust had come back again. Naturally I was very unhappy as the repair was obviously not carried out correctly or there was a fault with phone.
I then contacted the service department again to tell them I was very unhappy with the repair and what could I do to escalate the issue. I was told by Lee after he had spoken to an escalations manager that I could have a doorstep exchange. That was supposed to happen on the Wednesday.
I waited in all day for the replacement and it never arrived. I rang the service department again to ask where my phone was and was told that a doorstep exchange was not available in the UK and should not have been promised to me. They said that I had to send the phone in again for repair. I explained to them that I was not happy with the service I was getting and that I wanted to take it further. All they could offer was to have the phone looked at again and see if they could replace it.
So I sent it in again for repair and after they had had it for 4 days I rang to see what was happening as I had heard nothing. I was told that I could have a brand new replacement phone and I would receive it Friday. It came Friday and I was happier now I had a phone without dust under the screen. That was until I used it when the lighting in the room was low. I then noticed that the soft key lights were not illuminating. I really could not believe this from a supposedly brand new phone.
So yet again I rang the service department explained my problem to Sebastian and he said that the service I had received was not good enough and he would pass it onto his escalations manager and that he would ring me Monday morning which is today. He didn’t ring Dominic did and said that my phone would have to go for repair again.
At this stage I am now that fed up with the whole thing I could not be bothered arguing anymore, as over the weekend the phone had got dust under the screen just like my last one had. So today I am sending my phone in again. It also means that the service centre has had the phone longer in their possession than I have had since owning it.
I like the phone just not the quality of the build of it and also the outcome of service from the service centre.
I would like someone to contact me and explain why I have had so many problems and also insurance that I will have a working phone eventually.
johnboywilson said:
Hi, i had my Nexus One for about 4 weeks when i discovered dust under the screen. I rang the service centre who said because my phone was over 2 weeks old i couldnt have a replacement only a repair. I sent it in for repair and it came back a week later. I checked the phone over and it looked fine. Then 3 days later i noticed that the dust had come back again. Naturally i was very unhappy as the repair was obviously not carried out correctly or there was a fault with phone. I then contacted the service department again to tell them i was very unhappy with the repair and what could i do to escalate the issue. I was told by Lee after he had spoken to an esculations manager that i could have a doorstep exchange. That was supposed to happen on the Wednesday. I waited in all day for the replacement and it never arrived. I rang the service department again to ask where my phone was and was told that a doorstep exchange was not available in the UK and should not have been promised to me. They said that i had to send the phone in again for repair. I explained to them that i was not happy with the service i was getting and that i wanted to take it furthur. All they could offer was to have the phone looked at again and see if they could replace it. So i sent it in again for repair and after they had had it for 4 days i rang to see what was happening as i had heard nothing. I was told that i could have a brand new replacement phone and i would receive it Friday. It came Friday and i was happier now i had a phone without dust under the screen. That was until i used it when the lighting in the room was low. I then noticed that the soft key lights were not illuminating. I really could not believe this from a supposedley brand new phone. So yet again i rang the service department explained my problem to Sebastian and he said that the service i had received was not good enough and he would pass it onto his escalations manager and that he would ring me Monday morning which is today. He didnt ring Dominic did and said that my phone would have to go for repair again. At this stage i am now that fed up with the whole thing i could not be bothered arguing anymore, as over the weekend the phone had got dust under the screen just like my last one had. So today i am sending my phone in again. It also means that the service centre has had the phone longer in their possession than i have had since owning it.
I like the phone just not the quality of the build of it and also the outcome of service from the service centre.
I would like someone to contact me and explain why i have had so many problems and also an insurance that i will have a working phone eventually.
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HOLY SH!!!!!!
Ever heard of PARAGRAPHS?
Im sorry to hear this bro :-( that's sad how customer service was handled very poorly. That's one heck of a luck you got.
@Paul LOL you think after all this guy has been through, he cares bout paragraphs? I probably be typing with CAPS.
Paul22000 said:
HOLY SH!!!!!!
Ever heard of PARAGRAPHS?
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haha agreed... i had to follow along with a finger..
in any note.. my debacle is this... had everyone gotten the N1 for say the upgrade price of 179, would there be as much commotion over things. I think part of the unhappiness comes from spending so much on such a fine piece of tech. Dont get me wrong i agree with the OP 100% and would be just as ticked off, but I think that there comes a time when it is fine to say, screw this, just tell me what I need to do in order to make you guys work for my benefit.
let us know how the situation pans out.
you are not the only one here... i got dust, and sent to be replaced. then, the same one came back.. whats worse, the phone rattled. so, i sent it back for refund. heard nothing from them during the following 10 days after the delivery was made. i called back. they told me the phone was lost. FTW. the only solution they have now is ESCALATION...
Still waiting..
Hope you get a resolution soon.
Just out of info where are you returning the phone to? Are the service centres in the UK?
Sorry it was paragraphed in my original email. Had to copy and paste into note pad and forget to check it before posting.
I really only posted to see if anyone else had as many issues as i did.
Yes i could very nearly have typed it all in CAPITAL LETTERS!!! I was mad..
redmongoose said:
Hope you get a resolution soon.
Just out of info where are you returning the phone to? Are the service centres in the UK?
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Yes UK Milton Keynes.
palosjr said:
haha agreed... i had to follow along with a finger..
in any note.. my debacle is this... had everyone gotten the N1 for say the upgrade price of 179, would there be as much commotion over things. I think part of the unhappiness comes from spending so much on such a fine piece of tech. Dont get me wrong i agree with the OP 100% and would be just as ticked off, but I think that there comes a time when it is fine to say, screw this, just tell me what I need to do in order to make you guys work for my benefit.
let us know how the situation pans out.
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Yes this is the first time i have bought a phone out of conract.
Maybe i have learnt a lesson!
w00yee said:
you are not the only one here... i got dust, and sent to be replaced. then, the same one came back.. whats worse, the phone rattled. so, i sent it back for refund. heard nothing from them during the following 10 days after the delivery was made. i called back. they told me the phone was lost. FTW. the only solution they have now is ESCALATION...
Still waiting..
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Oh crickey, i feel a little better now reading your post..
Do you by any chqnce have a picture of the dust under the screen? Id really like to see what this is all about
Check here:
http://forum.xda-developers.com/showthread.php?t=613115
johnboywilson said:
Hi, i had my Nexus One for about 4 weeks when i discovered dust under the screen....
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Holly sh..* I would start to hate this phone ..actually, after that I don´t even dare to search for any dust .....
JoshHart said:
Do you by any chqnce have a picture of the dust under the screen? Id really like to see what this is all about
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Its away for repair again!
w00yee said:
you are not the only one here... i got dust, and sent to be replaced. then, the same one came back.. whats worse, the phone rattled. so, i sent it back for refund. heard nothing from them during the following 10 days after the delivery was made. i called back. they told me the phone was lost. FTW. the only solution they have now is ESCALATION...
Still waiting..
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Click to collapse
I'd be disputing the purchase charge with my card issuer if I were you!
I had a similar issue. i tried purchasing aNexus with my Paypal Card but since it was over $500, it was declined by paypal since i had some limitations!
then i used my bank accounts debit card and tried to purchase the phone again, the shopping cart showed me 1 Nexus one phone. very good, i went through with the purchase and a few hours later i receive an automatic email stating the first purchase has been re initiated since the card was changed.
So now i had purchased 2 phone after various emails and complains, the only solution they told me was to send one of them back without opening it. and so i did. a max of 14 days was expected for the refund.
i called Several times in between those days ad said the payment should be coming soon, 16 days passed and nothing so i called again and sent google and email and i received a refund of $521 and not the $560 i paid. i emailed google and told them that the item was never opened and they told me i would get charged for restocking fees either and that it was never my fault to have purchased 2 phones rather than one.........
2 weeks later i receive the remaining refund of $40. a total of 1 month to get everything settled and i AM NOT RICH TO HAVE $600 taken for that long of a time.....
Not to mention, the other phone which i kept had the dust issue too, sent it back and received a brand new one cuz it was under the 14 days. but it had the same dust issue too. i just decided to keep it and every once in a while i get a piece of computer paper or note cards and clean it with it! YUP! thats what i do. UGhhhhh
Rusty! said:
I'd be disputing the purchase charge with my card issuer if I were you!
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Well thats another story which i dare not go into
minogue said:
I had a similar issue. i tried purchasing aNexus with my Paypal Card but since it was over $500, it was declined by paypal since i had some limitations!
then i used my bank accounts debit card and tried to purchase the phone again, the shopping cart showed me 1 Nexus one phone. very good, i went through with the purchase and a few hours later i receive an automatic email stating the first purchase has been re initiated since the card was changed.
So now i had purchased 2 phone after various emails and complains, the only solution they told me was to send one of them back without opening it. and so i did. a max of 14 days was expected for the refund.
i called Several times in between those days ad said the payment should be coming soon, 16 days passed and nothing so i called again and sent google and email and i received a refund of $521 and not the $560 i paid. i emailed google and told them that the item was never opened and they told me i would get charged for restocking fees either and that it was never my fault to have purchased 2 phones rather than one.........
2 weeks later i receive the remaining refund of $40. a total of 1 month to get everything settled and i AM NOT RICH TO HAVE $600 taken for that long of a time.....
Not to mention, the other phone which i kept had the dust issue too, sent it back and received a brand new one cuz it was under the 14 days. but it had the same dust issue too. i just decided to keep it and every once in a while i get a piece of computer paper or note cards and clean it with it! YUP! thats what i do. UGhhhhh
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Oh god im hearing some stories now ive posted this!
I have another story regarding the buying of it which is also a nightmare
Hey, just putting it this out there. Had a problem with an Evo getting stuck in a boot loop. Not sure what the cause was. I did search the forums for a fix but everything I could find was referring to a rooted phone, and the problem with Exchange type e-mail did not apply in this instance. This phone was not being used with that type of e-mail account and the password was alphanumeric anyway. I did notice that the phone would reboot spontaneously on occasion early on, but I did not worry about it. I had read on the forums here that weird reboots are not all that uncommon. However, as time went by, the phone seemed to be getting more and more unstable. It has now reached the point that it will go through the boot cycle up to the 4G splash screen, then shut down and start over. I contacted Sprint, but being out of the 30 day trial period the only thing they were willing to do is file an insurance claim. So I talked to HTC and started the warranty repair process. The CSR I spoke with said it sounded like a chip had gone bad. Seems pretty painless so far but there is a bs "Triage and Technical Assesment" fee. Better than paying the $100 for the insurance though. Not looking for a fix. More just letting folks know. I would be interested to hear from any one that has gone through a warranty claim with HTC though. Still lovin' my Evo.
Quick update. Received a call from HTC Customer care today. I was pleasantly surprised to hear that the phone was repaired and on it's way back. It was only mailed out last Friday, so I don't think they could have gotten it until Monday or more probably Tuesday. At any rate, the CSR said that it was repaired and that they had also been able to fix the light bleed at the bottom of the screen. I was told to expect it Friday, so here's hoping.
Don't know about the Evo but when I had issues with my diamond after a year I just went up to Sprint, the first time they tried to fix it and it seemed to work but shortly started doing what it was doing again, second trip they replaced it. Didn't have another problem.
Sent from my PC36100 using Tapatalk
Just adding some additional info here. I had my phone go bad with the exact same problem, 5 or 6 weeks after my girlfriends arrived. After a lot of horsing around with Sprint trying to get the problem resolved I sent this one back to HTC as well. I was pretty disappointed when they told me over the phone that it would be 2-3 weeks before it was sent back. Long story short, I called a few days later for a status update and they told me the phone was repaired, shipped, and out for delivery that day. A very pleasant surprise to say the least. They also told me what repairs were made on both phones. Main board replacement for each device. Seems like some of the early hardware might be a little sub par. The nice part is HTC seems to be on the ball when it comes to warranty repair. Some helpful info also; The triage fee is only charged if they deem the phone to have damage not covered by the warranty; Use the small Priority Mail Flat Rate box. $13 for guaranteed 2 day shipping, Delivery Confirmation(tracking #), and $500 insurance.
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 am now a member of the "I dropped my damn phone" club. Landed face down right on top of a piece of gravel.
I have searched for and found a few sources for reasonably priced digitizers/screens and have a few concerns. I've read here and a few other places that the ones we find as consumers may be rejects from HTC. Several forums mention light leaking from the lower buttons (home/menu/back/search) and response issues.
Anyone done a replacement and found these issues? If you are satisfied with the replacement, care to share your source?
Weird that you mentioned light leaks... my first Aria had small pin hole dots beside the search button and under the menu button... drove me nuts in low light areas.
As far as the replacement screen... I dropped my phone 3 weeks ago, and got a replacement in the mail the next day from ATT. The insurance is worth it.
Good luck!
Sent from my Liberty using XDA App
jbizz said:
As far as the replacement screen... I dropped my phone 3 weeks ago, and got a replacement in the mail the next day from ATT. The insurance is worth it.
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What did you tell ATT? I tried calling in to get my phone replaced. The mistake I made was adding the insurance after I dropped it, so they were not able to help me out. It happened last month. I read through ATT, they will not replace the phone if you dropped it accidentally, and the cracked screen is not preventing it from functioning properly. I want to call again and say I just dropped it so I could get a replacement. Any incite on what to say?
I got sooo lucky...well, I should find out by Tuesday. I called AT&T to see about having their repair place do the screen replacement. They advised me that I had purchased insurance and all would be taken care of (relieved/surprised). They transferred me to the repair place and they said I didn't have insurance. Got transferred back to customer service they said they screwed up when the told me that I had insurance. You bet they screwed up...long story short, they confessed that they "misled and misinformed me" and that all would be taken care of. They entered the insurance purchase as of day 1 and all I have to pay is the deductable. New phone shipping overnight (no extra charge) and they don't want the old one.
I'm still going to replace the digitizer, keeping it for me, my wife shall get the new one for Christmas!
One key factor in the negotiation is that they misled me and that I was about to go buy her a new android device anyway. Their misleading and misinformation encouraged me to consider a different device from a different carrier. That is what made them "correct their mistake" and "take care of me". I got lucky. As long as the new device makes it to my door!
I just told them my phone took a fall for the worse, explained to them the digitizer still worked, and that the screen was just really shattered! The were like okay, we will get you one out today.
Wont replace it if you "accidentally" drop it? WTF?
Sent from my Liberty using XDA App
Wow, it did not even take 5 minutes. I just called and told them I dropped it, and so I should be expecting a replacement in the 2 business days. thanks jbizz
Duckread -nice story, I do not recall them asking me if to ship out the cracked phone. hope i do get to keep it though
Yeah, you need to send the busted phone back... I sent mine back rooted! Oops! Hahah
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i dropped mine,and i had to fill out some form and get it notarized, anyone else have to do this?
Alright guys, I thought I'd share my my experience with Motorola's repair department. The reasons I sent my phone in were because the screen had some areas that had backlight bleeding and the MicroSD card reader didn't work.
When I first called, I was told by AT&T and Motorola customer representatives that once the phone was received by them, it would be shipped back out in two business days. Alright I happily agreed to that and opened an RMA because I needed my phone back as soon as possible. So it was opened and I sent my phone in.
The device was then received on the 4th.
I called in on the 7th to ask if it was shipped, and they said it would actually take 15 business days to ship! I was like what?! I was told two days by the other two representatives. I was then told to call back on a weekday as the repair department was closed.
I called again on the tenth to see the status of the repair and they said it should be shipped 5-7 business days from when the device was received. But I still couldn't talk to the repair department because I had called after they had closed.
I called in the next day, and they said that it would be shipped on the twelth, which was the day after.
I then called in on the 12th to make sure it was shipped, the representative said that the device should have shipped but the online repair status just hadn't updated yet and it should be updated by tonight.
I check today to see if the status has been updated, and guess what, no change, all it says is device received. So I call to make sure the device has shipped. Now I talk to a representative that says that it will actually be shipped on the 16th and he has no idea why the other three representatives said it would be shipped on the 12th. I ask to speak to a supervisor and I get transferred. I asked her why I've been given tons of different (and seemingly wrong) information by different representatives and what is really happening. I tell them that this is getting ridiculous and I have had to reschedule two train tickets and I've lost over $90 dollars because of false information I have received. The supervisor literally is speechless, all she says is please call back Monday.
What I'm wondering is that has anyone else had this kind of experience with Motorola? Or is it just bad luck on my end. And if this continues, is there anything I can do.
Wow that sounds pretty bad. How come you didn't just take the phone in to an AT&T store? My previous Atrix had a dead spot on the touchscreen so I took it back to the AT&T store. They looked at it and called an AT&T repair center so I can pick up a new Atrix that very same day. Sorry to hear about your situation, hope it gets sorted soon.
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I forgot to mention I actually did go to an AT&T store. They were the ones that suggested calling AT&T and Motorola and the first ones to say that it would be shipped out two days after it was received. I had the option of going to an AT&T repair center but the closest one was an hour away so I decided to do it by sending it in.
I know AT&T used to offer warranty swaps by overnight shipment, which ususally meant getting an advanced exchange in one or two days. This was on HTC TP2s and similar phones but I think they still offer the same service if you complain about going to an exchange center.
I had the same problem with AT&T when I was on the Inspire...I pitched a big enough fit and had the retention people upgrade me to the Atrix. Best thing I can tell ya to do from my own experience would be to call the main customer care number and raise hell about the time and money you have lost...Have them.credit your account for the service and such ...it's not much but it does help a little bit.
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Bob Simons said:
I know AT&T used to offer warranty swaps by overnight shipment, which ususally meant getting an advanced exchange in one or two days. This was on HTC TP2s and similar phones but I think they still offer the same service if you complain about going to an exchange center.
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Oh dam, I wish I had known about that earlier.
Diesel984 said:
I had the same problem with AT&T when I was on the Inspire...I pitched a big enough fit and had the retention people upgrade me to the Atrix. Best thing I can tell ya to do from my own experience would be to call the main customer care number and raise hell about the time and money you have lost...Have them.credit your account for the service and such ...it's not much but it does help a little bit.
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Hm... I'm gonna give that a try, thanks.
I've had devices swapped out, and all I did was call the main AT& T tech support number. This was on several Captivates and once on my wife's Inspire, although we found out after the Inspire didn't need it (unknown sources update problems).
In all cases I was offered an overnight shipping option at a small fee. I opted out, and in all cases my replacement was here within 3 days. Swap info, send old one back, done.
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I'm really sorry to hear you had such a bad experience. I actually had a similar problem with my phone regarding the screen burn image and went to the device support center. They were out of stock for a replacement Atrix but the associate placed an order for an overnight shipment. I was in possession of two phones at one time and had to agree to ship the defective one out within 14 days before facing a charge of $399. Anyway, I really appreciated the fact that I was never without a phone and the phone came in the next day and I shipped out my defective unit the day after.
They probably need to retrain the customer support reps to know the proper course of action for certain situations such as out of stock or too far of a location so that you are offered overnight shipping of a replacement.
One more question for the OP: were you expecting to get your same unit back? You said it was sent in for repair service so I'm wondering why you agreed to that instead of just swapping it out since you are still covered under the 1 year warranty.
ZyanyaMJ said:
I'm really sorry to hear you had such a bad experience. I actually had a similar problem with my phone regarding the screen burn image and went to the device support center. They were out of stock for a replacement Atrix but the associate placed an order for an overnight shipment. I was in possession of two phones at one time and had to agree to ship the defective one out within 14 days before facing a charge of $399. Anyway, I really appreciated the fact that I was never without a phone and the phone came in the next day and I shipped out my defective unit the day after.
They probably need to retrain the customer support reps to know the proper course of action for certain situations such as out of stock or too far of a location so that you are offered overnight shipping of a replacement.
One more question for the OP: were you expecting to get your same unit back? You said it was sent in for repair service so I'm wondering why you agreed to that instead of just swapping it out since you are still covered under the 1 year warranty.
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Sending it in for repair was my only option. They told me if I went to the place an hour away I would have to drop my unit off and pick it up two days later.
EDIT: So I thought that it would be easier to just send it in instead of having to drive that far.
dreadlord369 said:
Sending it in for repair was my only option. They told me if I went to the place an hour away I would have to drop my unit off and pick it up two days later.
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Wow. So even at the physical place that was an hour away, they couldn't just swap it out? That is so strange. We are talking about an official AT&T Device Support Center, right?
ZyanyaMJ said:
Wow. So even at the physical place that was an hour away, they couldn't just swap it out? That is so strange. We are talking about an official AT&T Device Support Center, right?
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Yep, at least thats what the guy at the store told me.
So what are they currently doing to assist you? Are you just forced to be without a phone? I would seriously place a complaint with the BBB and with AT&T customer service. Not sure if it will help much but just to document the case at least.
ZyanyaMJ said:
So what are they currently doing to assist you? Are you just forced to be without a phone? I would seriously place a complaint with the BBB and with AT&T customer service. Not sure if it will help much but just to document the case at least.
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That was actually something I was thinking about doing. Also I did go to the BBB site but Motorola wasn't on the list, should I put it down with AT&T?
EDIT: Oh and nothing to assist me, AT&T and Motorola said I should be able to get a temporary phone while this repair was going on but I was completely denied.
ZyanyaMJ said:
So what are they currently doing to assist you? Are you just forced to be without a phone? I would seriously place a complaint with the BBB and with AT&T customer service. Not sure if it will help much but just to document the case at least.
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Alright I just called AT&T and they actually gave me a 65 dollar credit, which is half of my bill. THANK YOU very much for that bit of advice. Also They also said that I should call back tomorrow when the warranty center is open and they should be able to help escalate this issue further. As for the BBB complaint, if AT&T helps me out even further then I'll let it go but otherwise I'll file a complaint.
I sent my atrix to motorola also for repair got it back in 3 days unrepaired so i called them and said the water mark is still white she when on to say it could be caused by humidity i freaked and said so all the atrixs that are in texas right now are going to be void because texas has had triple digit reading for well over a month she was dumb founded and said let me escalate this higher sent me an overnight label and they have now had it for 9 days so who knows if it gets fixed this time they have the worst rating in customer service and repair...This will be my last Motorola phone
Sorry for your bad luck. Generally moto makes good hardware. All companies have lemons. What is sad is moto falls under the list of companies with general bad repair service. The only company i know of that has pretty good service overall is htc, but that might change since they're going to be more strict on warranty because of bootloaders.
I voided my warranty.
Well I got my phone back, just a heads up, like I said in the OP, they said it would be shipped on the 16th, however when I called in then, they said it would not be shipped that week at all because they had NO atrix's at all, new or refurb, and they were waiting on parts. I then filed a complaint with the BBB and informed motorola of the complaint. Guess what within an hour I got a second call saying the phone had shipped (this was at 8PM) and tomorrow morning a new phone was sitting on my doorstep. So if you guys are having major issues like me, just file a complaint with the BBB and motorola should comply.
dreadlord369 said:
Well I got my phone back, just a heads up, like I said in the OP, they said it would be shipped on the 16th, however when I called in then, they said it would not be shipped that week at all because they had NO atrix's at all, new or refurb, and they were waiting on parts. I then filed a complaint with the BBB and informed motorola of the complaint. Guess what within an hour I got a second call saying the phone had shipped (this was at 8PM) and tomorrow morning a new phone was sitting on my doorstep. So if you guys are having major issues like me, just file a complaint with the BBB and motorola should comply.
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Ok thanks for the heads up if nothing happens by tomarrow thats just what i will do
Well... I just found another issue.... No computer is able to recognize the phone. I've tried three different computers and I've tried installing the proper drivers and still, all I get is the "USB Device Not Recognized" error on all three. Time to call them back...
probably is driver. reboot phone and computer.