Database Users

Dropped X1 down toilet but replacement has stylus crack.

Claimed on the insurance with Vodafone and clearly this is not a new phone - there is a crack in the usual place where the stylus goes in - its pretty bad - what should i do?
or should i not have expected a new one when claiming on the insurance but no way is this phone new

Take the cracked one back and claim a new one under warranty. It is a known issue so should not be a problem.

comeradealexi said:
Claimed on the insurance with Vodafone and clearly this is not a new phone - there is a crack in the usual place where the stylus goes in - its pretty bad - what should i do?
or should i not have expected a new one when claiming on the insurance but no way is this phone new
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Click to collapse
Jeez man...you must really be unlucky...
The cracks are normally covered by the warranty. I just sent mine in for a case crack (Banbury Service Center, UK)
And just so you know...you're not the only one that got a "brand new" X1 that wasn't ummm... brand new Same thing happened in France for me but I couldn't prove that it was used. It was just that my slider felt loose when compared to other X1s. Anyway, now that they have it I hope they'll fix this as well, as I have also mentioned this in the repair claim form.

I would claim the changed X1 as well.
When I received my "new" X1, 'cause the first one got a crack 3 weeks after receiving it, I wanted to to a HardSPL ans just saw, that the delivered X1 was already HardSPL'ed with OliNex 0.52.

I'm beginning to see sense in the pricing strategy - charge us 2x$$$ because on average they expect to have to replace the darn thing.
Pity it costs some time/effort between replacements.

i think this is about my THIRD X1 now so i dunno who is losing out - this phone has had a lot of problems but i rang Vodafone again and they said they will be collecting it on friday and giving me a replacement. Sure hope its a brand new one.
was supprised they didnt send me to the shop or anything!

comeradealexi said:
i think this is about my THIRD X1 now so i dunno who is losing out - this phone has had a lot of problems but i rang Vodafone again and they said they will be collecting it on friday and giving me a replacement. Sure hope its a brand new one.
was supprised they didnt send me to the shop or anything!
Click to expand...
Click to collapse
Oh, I'm still on my first X1... Damn, I really suck!
P.S.: sending mine to repair on saturday, have a crack near the volume. Will let you know if I'll get a "new" X1.

[email protected] said:
Oh, I'm still on my first X1... Damn, I really suck!
P.S.: sending mine to repair on saturday, have a crack near the volume. Will let you know if I'll get a "new" X1.
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Click to collapse
ah - cool cool - hope they can fix so u dnt lose all ur stuff

Got another X1 today - not new - again . the back plate has some paint missing - grrr - the last 1 actaually had R2A installed - this 1 got R1A tho

They are f*cking messing me about - they say they coming to pick it up today - no one does - nothing even put in the notes on the account - now saying they wont send me a new one and i will have to wait 72 hours to speak 2 their manager. FFS

My SE Phone came with no problems, and why do people with Xperia's keep dropping their s*** in the toilet? WTF?

My email to HTC about dust under my screen etc..

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.
Click to expand...
Click to collapse
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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Click to collapse
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?
Click to expand...
Click to collapse
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.
Click to expand...
Click to collapse
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..
Click to expand...
Click to collapse
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....
Click to expand...
Click to collapse
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
Click to expand...
Click to collapse
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..
Click to expand...
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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Click to collapse
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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Click to collapse
Oh god im hearing some stories now ive posted this!
I have another story regarding the buying of it which is also a nightmare

[Q] HD2 been in for repair over one month!

My touch screen died on my HD2, it was one of the older versions bought in Jan last year. I sent it off to HTC in April and they've had it over a month now. They say the parts are in Taiwan but have no idea when they'll ship. I simply can't beleive such a big company can happily take my phone off me for over a month and still not be able to tell me when they'll repair it. And to top it off, they sent my proof of purchase, which had my name/address etc on it, to a totally different customer; the numpty repair shop had clearly shoved my paperwork in to some elses repaired HTC phone.
Anyone else have the same issues with them at the moment? Anyone managed to get a replacement handset out of them yet???

This is a high bureaucracy if you want something repaired under warranty...

read this :
http://www.theregister.co.uk/2011/05/18/htc_failed_support/

johnerz said:
read this :
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Click to collapse
Funnily enough they sent me an email today to say the phone should be with me on the 25th and the delay was due to moving the repair centre. That's the first time they mentioned that, up till today, it was always "we're waiting on parts, not sure what's happening". If only people could be honest. At least they've offered a free accesory up to 50 quid as a way of saying sorry so that's not too bad. Still, this whole debacle makes me think my next phone won't be a Sensation but a Galaxy S2. I hope Samsung do better repairs!

proeliator2001 said:
Funnily enough they sent me an email today to say the phone should be with me on the 25th and the delay was due to moving the repair centre. That's the first time they mentioned that, up till today, it was always "we're waiting on parts, not sure what's happening". If only people could be honest. At least they've offered a free accesory up to 50 quid as a way of saying sorry so that's not too bad. Still, this whole debacle makes me think my next phone won't be a Sensation but a Galaxy S2. I hope Samsung do better repairs!
Click to expand...
Click to collapse
Got the same call today - repaired phone will be back with me next week & I chose the Bluetooth Headset for £50 as a freebie from HTC (as an apology for the delay in returning the phone to me).
The experience has not made me want to jump from the HTC brand (been with them since the old days of the SPV) - therefore I will still be grabbing a Sensation when my contract expires in the next few months.

Mine got picked up 6 weeks ago today and I got the same email yesterday. It was a Desire that I sent off.

try to ask them send u a new phone ^^
Sent from my HTC HD2 using XDA App

Ive tried many times lol.
Have any of you got UPS tracking numbers for your devices to be shipped back?

My HD2 finally arrived back today with a nice new working touch screen (just as HTC said it would).
Although the HTC website says that it is awaiting pick-up by the courier service
Now I have to find another screen protector & try my best to apply it minus dust bubbles & turned up corners.

Well, well.... Got my phone back today after 6 weeks and 5 days unrepaired, exactly with the same fault as when I sent it and with my battery missing to top it off.

HTC have now told me that I will be receiving a brand new Desire S for compensation, its supposed to arrive today or tomorrow.
Anyone else been offered a brand new phone for compensation?

Lets say that my experience in the Benelux area is not much better.
The first time my HD2 got into repair, 1.5 months ago. 3 appointments to pick it up and not showing up with the most lame excuses.
Device was fixed after that in 1 week time which is good to me but the delivery back was another thing .... again.
The guy on the phone also asked me why I was angry after 3 missed appointments. Well if I do that in my current role I will not make it untill the end of the week.
Now after a month my phone has a MB problem and I already feared the support thing when it started happening. Needless to say I was right again!
Called in on Monday morning and was asked when it should be picked up. Two choices Tuesday 9am-1pm or 1pm-6pm, so I choose 9am-1pm.
They picked it up at 4:20pm. Not so funny when you think that I have to arrange my working day (and customers) for it.
To top it off. This morning I get an email that the device they received is not a desire hd as mentioned in the case but a hd2. sighhh
-------
Aangemeld Product:
Desire HD - Desire HD
Referentienummer: 11BECxxxxxxxxxxxxxx
Ontvangen Product:
TOUCH HD 2 - TOUCH HD 2
--------
And I won't go into detail on what happened to my Touch Pro a year ago which went into service a couple of times and wasn't fixed at all.

... and we have a winner ... again.
Got a message last Friday that my HD2 was ready.
Now this morning I asked Dynafix (the company that 'fixes' it in the Benelux)where it was and what was done to fix the issue.
'installed the latest rom' I was speechless.
I already told the HTC guy what was done before it was picked up and ofcourse installing the latest rom is one of them.
About 20 minutes later by coincidence I get customer care on the line asking me if I was satisfied with the repaired phone. (That I still don't have btw)
I mention what I just heard from the repaircenter and that the device will not work like it should.
It will have to come in 1 more time and then they can do a swap if it gets approved.
The device has not been working like it should since March the 27th.
I asked if it could get swapped for another model and I got a straight 'no'.
HTC is seriously getting on my nerves. Spending over 2000 Euros on phones over the past 3 years and not doing something in return for customers is not a good thing.
I was tempted to ask for a Sensation and pay a part of it myself but now I am more than tempted to get the Samsung S2.
Edit: The thing arrived 15 minutes ago ..... pop in battery and 5 minutes later ... stuck
Already recorded it to have some proof http://www.youtube.com/watch?v=u7rswNyy2DI
Edit 2: Contacted HTC again to ask them if they can exchange it.
This really .... me of. They concider the last repair not a repair but a software upgrade so they will not exchange it.
Strange since I sent it in for a repair and already mentioned that I did a rom upgrade etc.

My Story with handtec.....

OK. SO, This was my first dealing with handtec or any of the overseas online companies.
It was on the 5th of November that I bought a Galaxy Note from them. Before I actually made the purchase, I used the "live support" to ask them regarding the availability of the product and quality support they can offer me after the purchase. The chat was very professional and I even got a discount with the phone. I ended up getting the sim free version for the price of the network logo version.
Few weeks after I received my phone, I finally have the time to have a good look of my phone, I found 3 dead pixels on the screen. Man! was I devastated! (for those of you remember my thread about it). I used the live support again and they suggested me to return it back to them asap and ensured me that everything will be taken care of and not to worry. I remember the operator said to me "Don't worry, handtec will take care of you"
After about 4 days of sending back the phone (which is today ).....my tracking status showed the item was delivered. So I immediately use the live support again to ask them about whether or not they have got the phone. They said they have, so I asked them when they will be sending the replacement back to me. They said they will try to send the replacement today.
I told them that I hope the replacement phone that I will be getting will be without dead pixels. I don't want to have to pay the expensive return postage again. They said they can help me to gain a peace of mind by letting them open my box to check to make sure. So I agreed (it took me a while to make that decision as I have always like the feeling of opening a brand new package )
I then logged off the live support, but as soon I logged off...I was like...oh crap!
I forgot to tell them to wear a glove and also make sure that none of the protectors were taken off while they check my screen. So I logged back on in about a minute after I logged off and asked them not to take off any protectors. Guess what they said to my surprise?! (apparently, it was the same operator)...and he said the check has already been done, nothing is wrong with the phone, and it is going to the warehouse as we speak, ready to be sent out today, and I will be getting it early next week.....
WOW....they must be SUPERMEN or something close....so professional and efficient.....
At this point....I would never hesitate to buy from them again in the future because they are very professional, responsible and efficient...
I will let you guys know when I actually receive the replacement back from them......and hopefully by then, I can also say...yay...my screen is PERFECT too
Anyways...thanks for hearing me out....hope I get my lovely GNote back soon!!

My experience has been near the same with them, sans the dead pixels. I placed my order with them at 1:30 EST (Im in the US) on the 28th of November. Email conformations were quick and informative. On the 29th I received an email stating that because of my first time order with them, and that I was overseas, I needed to answer some additional security questions (Credit Card Bank Authorization number, etc.) I responded quickly to this, and they continued the vetting process. I ended up calling them to be sure they had everything. They were very polite and helpful on the phone. Rather than continue to delay the shipment, they asked that they be able to send the shipment to my work address so that they didnt have to wait for the security team to validate my home address with my CC. Because of the time difference between the US and UK, they werent able to ship it on Tuesday. I checked my tracking number on Wednesday and found that they sprung for overnight AM shipping! So Thursday morning my package comes in (my only complaint here is that they didnt ship it in a box, it in a loose bubble envelope). All has been working great since! No dead pixels, and this phone is simply amazing!
Hats off to Handtec for doing it right!

Bought both SGS II and the Note from handtec. I'm probably going to continue the trend with Galaxy S III. Despite what some people say about handtec not selling "UK" version of the note, it's not like it matters much here in the US
Both times, my phones arrived in less than 24 hours from UK!!!

Glad to hear there are good experiences with them, I will have to try them out on my next phone Galaxy S3? xD

plasket said:
My experience has been near the same with them, sans the dead pixels. I placed my order with them at 1:30 EST (Im in the US) on the 28th of November. Email conformations were quick and informative. On the 29th I received an email stating that because of my first time order with them, and that I was overseas, I needed to answer some additional security questions (Credit Card Bank Authorization number, etc.) I responded quickly to this, and they continued the vetting process. I ended up calling them to be sure they had everything. They were very polite and helpful on the phone. Rather than continue to delay the shipment, they asked that they be able to send the shipment to my work address so that they didnt have to wait for the security team to validate my home address with my CC. Because of the time difference between the US and UK, they werent able to ship it on Tuesday. I checked my tracking number on Wednesday and found that they sprung for overnight AM shipping! So Thursday morning my package comes in (my only complaint here is that they didnt ship it in a box, it in a loose bubble envelope). All has been working great since! No dead pixels, and this phone is simply amazing!
Hats off to Handtec for doing it right!
Click to expand...
Click to collapse
How did you reach them on the phone? I tried to call them many times, but all end up being referred to go to the website.
How can the package get there overnight? wow

what version of the note are they selling?? and where is it made (although i'm not quite sure what problems are inherent with which manufacturing site)

DMax99 said:
.....So I logged back on in about a minute after I logged off and asked them not to take off any protectors. Guess what they said to my surprise?! (apparently, it was the same operator)...and he said the check has already been done, nothing is wrong with the phone, and it is going to the warehouse as we speak, ready to be sent out today....
Click to expand...
Click to collapse
I agree that Handtec is a good/reliable company and also no offense to you but seriously..? In a minute? Come on... Since you said they asked for permission for opening it I assume it was opened/checked after you close the chat.
Lets see:
Closing chat with you and email or phone the Service Dept to check the phone? Time: 1-3min
Service Dept: Find your phone or any phone that will be sent, open box, open back cover and put presumably a used battery in it and start it up? Time: 5-10m if they haven't anything else to do.
Doing some quick tests directly on the phone or connected to the PC? I will give it another 3-8min because some pre-requirements might be needed.
Tests done and ready to ship, shutting phone down, removing back cover, out the battery, backcover on, phone in box closed, report made for the phone(not always), everything ready to sent and finally in it's way to the "warehouse"? Add another 10-20min
We are looking at about 20-40minutes if everything goes smoothtly. No offense OP but some common sense doesn't hurt here. Many people might jump to wrong conclusions reading that.
DMax99 said:
WOW....they must be SUPERMEN or something close....so professional and efficient.....
Click to expand...
Click to collapse
You are just being sarcastic aren't you...? Please tell me you are!
Also please, this post in not directed to you OP. But at Handtec.

koniakki said:
I agree that Handtec is a good/reliable company and also no offense to you but seriously..? In a minute? Come on... Since you said they asked for permission for opening it I assume it was opened/checked after you close the chat.
Lets see:
Closing chat with you and email or phone the Service Dept to check the phone? Time: 1-3min
Service Dept: Find your phone or any phone that will be sent, open box, open back cover and put presumably a used battery in it and start it up? Time: 5-10m if they haven't anything else to do.
Doing some quick tests directly on the phone or connected to the PC? I will give it another 3-8min because some pre-requirements might be needed.
Tests done and ready to ship, shutting phone down, removing back cover, out the battery, backcover on, phone in box closed, report made for the phone(not always), everything ready to sent and finally in it's way to the "warehouse"? Add another 10-20min
We are looking at about 20-40minutes if everything goes smoothtly. No offense OP but some common sense doesn't hurt here. Many people might jump to wrong conclusions reading that.
You are just being sarcastic aren't you...? Please tell me you are!
Also please, this post in not directed to you OP. But at Handtec.
Click to expand...
Click to collapse
LOL....It is TRUE....when I was on the chat the first time I have already given him the permission to check the phone. I don't know how their company works, but when I logged back on (maybe about 30 seconds to 1 minutes after) He told me the phone has already been checked.
BTW....They only said they would check the screen with my new replacement phone as the problem with my faulty phone was with the dead pixels on the screen.
But seriously I am not sure how the company works.....I am suspecting that the company is quite small. So maybe their warehouse and return department are the same department, and maybe there are only a few people working in the company with each person doing multiple things. Therefore, it take less time for communication. I really believe they try to make their company look bigger than what it really is.
Finally, I was not being sarcastic when I told them they are supermen. I really thought that they were really efficient.
ps. all the things I have told you are what they have told me on the chat. who knows what really happened over there on the other side of the world.

They were pretty easy to get ahold of. I called their number that was listed on the website, reached an automated prompt, chose sales support and waited a few minutes on hold. Guy picked up pretty quickly. They have hours from like 7-5:30 UK time
Sent from my GT-N7000 using Tapatalk

You people must be really lucky to get the phone delivered so fast. I ordered mine with some accessories on the 29th, I have yet to get it. Fedex status says clearance delay. First, Customs wanted an itemized breakdown with value. Then they want an FCC form. Having sent many phones to the U.S, I would have expected Handtec to know what documents are required to get through Customs.
That aside their customer service is pretty good so far. I'm just frustrated I didn't have the phone over the weekend.

So finally received my gnote.
Powered up got the OTA and now I'm enjoying it. Handtec even credited my credit card because the price has dropped since I purchased it.
Sent from my GT-N7000 using XDA App

My replacement should get here by tomorrow

Ok....so I have finally received the replacement back from handtec. They have also given me a Travel Power Adapter as a gift. I think they have given me that because the phone was supposed to be sent to me last Friday but didn't end up getting sent on Monday (not really a big deal to me though).
I have quickly turned on the phone to check the screen and it looks fine. I am pretty sure it's a German version as there is a German Manual in the Box plus, the phone was in German when it first booted up. It is kind of weird because everything on the back of the box is in English and even says UK at the buttom.
Anyways...I will start using the phone tonight after it's being charged fully and with a screen protector on. Hopefully there will be nothing wrong with this handset
I must say this again at the end....I am very satisfied with handtec's customer service. I will definitely buy from them again!

Phone Missing/Stolen by UPS

At a local T-mobile store, I ordered a black onyx 32gb S7 Edge on 2/24/16. On March 2nd my credit card charge went through. On March 3rd I received a tracking update to be delivered by 3/3/16. March 3rd came and went. I called ups by 4pm March 3rd and they promised it'll be delivered that day. Never got it. On March 4th (Friday) I called ups again - they apologized and assured me the package would be delivered. Again I waited and called UPS again in the afternoon, they said they have til the end of the day which could be as late as 7pm where I live. I waited - never came. By now I'm fkn pissed at this BS. Saturday March 5th I drove out to the ups hub in anaheim, ca, the guy there checked the tracking number, looked in the back, couldn't find the package and told me most likely someone made off with my phone. He gave me the standard customer service phone number to call and make a claim.
I called T-mobile and told them what happened. T-mobile told me it was my responsibility to make the claim and deal with UPS on this matter as the phone was my property (apparently once the phone hits UPS - it becomes our property). We went back and forth on this (the rep I talked to wasn't too bright if ya follow), finally the rep said she'd file a missing handset report for me after I kept asking for a supervisor. I was told I'd receive a phone call and update on this within 3 business days. In the meantime, I decided to call UPS also, told them about the situation. They told me that the "Sender T-mobile" needed to file the report and follow up with UPS. The phone status was updated a couple of times now. Originally for 3/3 delivery, then 3/4, now 3/7.
Now I'm waiting to hear back from T-mobile for the next step. I did call the store where I got the phone from as well - they told me I did the right thing. They said, worse comes to worse if I don't get the phone, to come in Friday, they should have the phones in store by them, they can cancel my existing order and I'll just get the phone directly at that time. I'm Leary to have the phone shipped and potentially missing/stolen again.
I'm just writing this in case someone else has or had the same experience to discuss updated/progress.
Thanks,
Glen

T-Mo is passing the buck here. It's never you're responsibility, if the product doesn't reach you. It's T-Mobile's UPS account that it was shipped on.
Trust me, my company ships hundreds of packages a day, and the responsibility is on the SHIPPER until the item docks with the customer.
I'd tell T-Mobile you're going to dispute the charge if they don't take care of it.

As long as the status is not delivered yet, I don't think you have to worry. If it's delivered, then you might want to start the claim that you never received the package.

ingenious247 said:
T-Mo is passing the buck here. It's never you're responsibility, if the product doesn't reach you. It's T-Mobile's UPS account that it was shipped on.
Trust me, my company ships hundreds of packages a day, and the responsibility is on the SHIPPER until the item docks with the customer.
I'd tell T-Mobile you're going to dispute the charge if they don't take care of it.
Click to expand...
Click to collapse
Agreed ingenious, I will dispute if that's the case. Overall T-mobile has been pretty fair with me in the past so I have some faith in them. Sometimes the CSR's are just reading the script as they say.
Vanquiz said:
As long as the status is not delivered yet, I don't think you have to worry. If it's delivered, then you might want to start the claim that you never received the package.
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Click to collapse
Well Vanquiz - when I went to the usb Hub, the guy there told me the phone was stolen or missing and to call and make a claim, I'm going off of his advice, I'm not gonna wait around until it's "delivered". I see what you mean also though.

I'm sorry, I didn't mean don't worry and let it go and just wait. What I mean is you don't have to prove anything, you can just call Tmobile and said the package is gone while in transit and if it's indeed gone, they should just send you another one without you have to do anything, it's between UPS and Tmobile.
If it's delivered, then you should start to do the claim for the missing package, so UPS can track where it's delivered who signed it etc. Then that's where it can takes longer time, but you still will have another replacement sent.

Vanquiz said:
I'm sorry, I didn't mean don't worry and let it go and just wait. What I mean is you don't have to prove anything, you can just call Tmobile and said the package is gone while in transit and if it's indeed gone, they should just send you another one without you have to do anything, it's between UPS and Tmobile.
If it's delivered, then you should start to do the claim for the missing package, so UPS can track where it's delivered who signed it etc. Then that's where it can takes longer time, but you still will have another replacement sent.
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Click to collapse
all good bro :good:

I had a similar issue when I pre-ordered the S6 Edge last year. Tracking showed "out for delivery" but never got delivered and tracking never changed after that. Had to go thru a month of back and forth calls to tmobile and ups. I got fed up and just filed a chargeback with my credit card. Funny thing, Tmobile ended up refunding me the $180 I had given as a down payment and I forgot about the chargeback and then Capital One ended up refunding me $180 too.

I had at one time preordered the note 4 and was tracking my package thru ups and the day came and I was waiting said out for delivery I was refreshing until finally I saw it was delivered.I checked ups site said I signed for it which I didnt.Not to mention I live in a doorman building and they sign packages.I went downstairs and it wasnt there.I called tmobile and had to wait like 3 days make sure no one fot it but they sent me a replacement one and I recieved that one.I believe ups people steal the packages they know exactly when these phones are coming in
Sent from my SM-G928T using Tapatalk

flipq88 said:
I had a similar issue when I pre-ordered the S6 Edge last year. Tracking showed "out for delivery" but never got delivered and tracking never changed after that. Had to go thru a month of back and forth calls to tmobile and ups. I got fed up and just filed a chargeback with my credit card. Funny thing, Tmobile ended up refunding me the $180 I had given as a down payment and I forgot about the chargeback and then Capital One ended up refunding me $180 too.
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Click to collapse
Wow you came out ahead in the end - what a hassle. I'm just hoping the store will have them in this friday 3/11 to pickup in person.
raw2000j said:
I had at one time preordered the note 4 and was tracking my package thru ups and the day came and I was waiting said out for delivery I was refreshing until finally I saw it was delivered.I checked ups site said I signed for it which I didnt.Not to mention I live in a doorman building and they sign packages.I went downstairs and it wasnt there.I called tmobile and had to wait like 3 days make sure no one fot it but they sent me a replacement one and I recieved that one.I believe ups people steal the packages they know exactly when these phones are coming in
Sent from my SM-G928T using Tapatalk
Click to expand...
Click to collapse
Yeah I think so too. I understand ups has regular drivers which are union and also temporary drivers which come and go. I wonder if it was a temporary drive that snagged it? Coulda been someone in the warehouse, who knows. Anyways thanks for chiming in :good:

UPS dropped my phone off at the door!? Really? Fortunately I was anticipating it and heard the doorbell.

Just a bit of advice to avoid the chance it might get stolen the next time you do a pre-order - create a My UPS Account at the UPS web site. Then when you get tracking information that the phone has shipped, go to your account in MY UPS and request that they hold the package at the UPS Facility. They will do this - no problem. Then you can go to the UPS Hub, pick up the phone when it is convenient and not have to wait for the driver to get there or have your phone stolen from your front porch or something.
I do this everytime I do a Pre-Order and I have never had issues.
Just a thought...

jackler1 said:
UPS dropped my phone off at the door!? Really? Fortunately I was anticipating it and heard the doorbell.
Click to expand...
Click to collapse
Yeah - good thing.
mocsab said:
Just a bit of advice to avoid the chance it might get stolen the next time you do a pre-order - create a My UPS Account at the UPS web site. Then when you get tracking information that the phone has shipped, go to your account in MY UPS and request that they hold the package at the UPS Facility. They will do this - no problem. Then you can go to the UPS Hub, pick up the phone when it is convenient and not have to wait for the driver to get there or have your phone stolen from your front porch or something.
I do this everytime I do a Pre-Order and I have never had issues.
Just a thought...
Click to expand...
Click to collapse
Thanks mocsab - I do have a My UPS account but did not mark to hold it there. This is the first time I've had any issue with ups and have had many phones shipped to me that way lol
Thanks for the advice, going fwd that's the way to go. :good:

I hate UPS they always just leave packages in my backyard (on a busy street corner) where anyone can take it. They don't even bother knocking even if they see lights on and cars in the house. I had to rush from work yesterday to my house because they delivered my S7 Edge and when I got home of course they just left the package on the ground, luckily I got a txt message and I knew I had to go get it before someone stole it. Anyways, I hope you resolve your issue. I wish T-mobile would use Fedex instead, never had an issue with them.

glensta said:
Yeah - good thing.
Thanks mocsab - I do have a My UPS account but did not mark to hold it there. This is the first time I've had any issue with ups and have had many phones shipped to me that way lol
Thanks for the advice, going fwd that's the way to go. :good:
Click to expand...
Click to collapse
I do feel bad for you though - the feeling of excitment on the day of delivery - waiting for the UPS guy to get there -and then it not happening - man, I would be PO'd BIG TIME. YOU seem to be handling it well - better than I would be. LOL -

mocsab said:
I do feel bad for you though - the feeling of excitment on the day of delivery - waiting for the UPS guy to get there -and then it not happening - man, I would be PO'd BIG TIME. YOU seem to be handling it well - better than I would be. LOL -
Click to expand...
Click to collapse
Thank you. Lol oh I was mad at the time very much. By the time I wrote this I'd calmed down a bit lol.

glensta said:
At a local T-mobile store, I ordered a black onyx 32gb S7 Edge on 2/24/16. On March 2nd my credit card charge went through. On March 3rd I received a tracking update to be delivered by 3/3/16. March 3rd came and went. I called ups by 4pm March 3rd and they promised it'll be delivered that day. Never got it. On March 4th (Friday) I called ups again - they apologized and assured me the package would be delivered. Again I waited and called UPS again in the afternoon, they said they have til the end of the day which could be as late as 7pm where I live. I waited - never came. By now I'm fkn pissed at this BS. Saturday March 5th I drove out to the ups hub in anaheim, ca, the guy there checked the tracking number, looked in the back, couldn't find the package and told me most likely someone made off with my phone. He gave me the standard customer service phone number to call and make a claim.
I called T-mobile and told them what happened. T-mobile told me it was my responsibility to make the claim and deal with UPS on this matter as the phone was my property (apparently once the phone hits UPS - it becomes our property). We went back and forth on this (the rep I talked to wasn't too bright if ya follow), finally the rep said she'd file a missing handset report for me after I kept asking for a supervisor. I was told I'd receive a phone call and update on this within 3 business days. In the meantime, I decided to call UPS also, told them about the situation. They told me that the "Sender T-mobile" needed to file the report and follow up with UPS. The phone status was updated a couple of times now. Originally for 3/3 delivery, then 3/4, now 3/7.
Now I'm waiting to hear back from T-mobile for the next step. I did call the store where I got the phone from as well - they told me I did the right thing. They said, worse comes to worse if I don't get the phone, to come in Friday, they should have the phones in store by them, they can cancel my existing order and I'll just get the phone directly at that time. I'm Leary to have the phone shipped and potentially missing/stolen again.
I'm just writing this in case someone else has or had the same experience to discuss updated/progress.
Thanks,
Glen
Click to expand...
Click to collapse
Did you ever hear back from either ups or tmobile? .The same happend to my brother exept his only made it to the Ontario Ca Hub not Anaheim where it should of made it to for delivery

blah_blah_blah_blah said:
Did you ever hear back from either ups or tmobile? .The same happend to my brother exept his only made it to the Ontario Ca Hub not Anaheim where it should of made it to for delivery
Click to expand...
Click to collapse
Not yet, T-mobile made a missing handset claim with U.P.S. and I'm supposed to hear back within 2 weeks or so. At that time they'll refund the Tax $62.40 I paid already.
I just got back from the T-mobile store and picked up the Edge there lol as I don't want to chance another missing phone and I'm seeing people who didn't order early are waiting longer as expected. I'll update you guys once T-mobile finalizes the claim or any new info comes in.

I had this happen to me last year with my S6. Was on the truck to be delivered, and then "poof" item missing. Don't believe T-Mobile when they say it's your job to make the claim. It was never delivered, which means it's THEIR responsibility. Reach out to T-Force on Twitter (@Tmobilehelp I believe) and they'll get it fixed for you 1-2-3.

glensta said:
Not yet, T-mobile made a missing handset claim with U.P.S. and I'm supposed to hear back within 2 weeks or so. At that time they'll refund the Tax $62.40 I paid already.
I just got back from the T-mobile store and picked up the Edge there lol as I don't want to chance another missing phone and I'm seeing people who didn't order early are waiting longer as expected. I'll update you guys once T-mobile finalizes the claim or any new info comes in.
Click to expand...
Click to collapse
How did you get it from the tmobile store ?

entropism said:
I had this happen to me last year with my S6. Was on the truck to be delivered, and then "poof" item missing. Don't believe T-Mobile when they say it's your job to make the claim. It was never delivered, which means it's THEIR responsibility. Reach out to T-Force on Twitter (@Tmobilehelp I believe) and they'll get it fixed for you 1-2-3.
Click to expand...
Click to collapse
Hey thanks I appreciate that. Actually I ended up going in store and they took care of the cancellation for me. There's A 2 week waiting. For the final result
blah_blah_blah_blah said:
How did you get it from the tmobile store ?
Click to expand...
Click to collapse
I had called customer service they told me to go into a T-Mobile store and do the missing handset cancellation within which the store to care of for me yesterday. Then today I went in and they arranged it so I could get the phone as they had them in stock. It was a little bit tricky but they got it done