Database Users

o2 Customer Service

Just sent this to o2 customer service...they really are bad!!!
Dear Sir/Madam,
I purchased an o2 Exec on the 15/1/2005, but am so appalled at the level of customer service that I will be returning the o2 Exec tomorrow for a refund unless something is done.
My first issue with o2 is that I was overcharged. Instead of paying the brochure price of £99.99 for business users (I am the MD of Global Viewing Limited), I was charged £229.99. My secretary has been on the phone to customer service who were useless, telling her to visit the shop from which it was purchased. I went to the o2 shop and was told a regional manager would be contacting me to refund the difference, I have had no call. Also your shop assistant made me feel like a criminal and would not return the brochure listing the £99.99 price.
Second issue, I have just discovered I am unable to make any phone calls from this phone see here:
http://forum.xda-developers.com/viewtopic.php?t=37501
Indeed it is true I cannot make any phone calls, your brochure says I should be able to at £0.21 a minute.
And thirdly, your customer service number is a joke, I gave up after wasting over 20 minutes of my time listening to your annoying o2 jingles.
Quite frankly, if I don't have my issues resolved by noon tomorrow I will be returning this product and informing my business associates to avoid o2.
Your faithfully,
Paul O'Brien

Interested in the reply
Hey there
I'm interested with when and what O2 say in response to your email. I've just emailed them myself after getting quite annoyed with one of their phone operators. It's not in relation to an actual problem with my Xda, it's just that I haven't receieved it!
Basically I called on Monday to request the upgrade to the Xda and was told to call back on Wednesday to give a change of address (so I could have it delivered to an address different to my billing one). For starters, I have just found out that the girl who processed my order should have put the address change through straight away on Monday (and then I wouldn't have had to call back!). Anyway, I called Tuesday (just in case) and another girl said she would put the fax through (and told me that the girl originally was wrong). I also called this morning and the address change hadn't happened, so the operator told me AGAIN that he would change the address. However, it was too late, and the Xda has been delivered to my billing address.
Now, not only have I spent money calling them, I have to spend money getting it sent on to me. I thought O2 were great until today!
Anyway, I'll see what they say in their reply email.
Dave

I received no phone calls or emails from o2. So after dealing with the shop yesterday being made to feel like a criminal, useless telephone customer service which takes forever to answer, overcharging by £130 and lastly put on a data only tariff which won't allow me to receive or make phone calls, I decided to pack up my o2 Exec and return it to the shop to cancel my contract.
However, today the shop customer service made an apology for yesterdays treatment, a £130 refund and enabled telephone calls on my tariff. That's all I wanted in the first place.

Sounds like a pretty good result. So are you keeping the Exec?
I got a reply to my email just now with an apology and a credit of £15 to my account. To be honest this probably doesn't even cover the telephone costs and postage onto the new address, so I'm not 100% pleased. I suppose it's something though. Not sure whether to chase it up further.
How's the Exec working for you? Is the machine actually good? I don't want to be dissapoitned when I (eventually!) get mine
Dave

I was only this evening talking to my daughter about what wonderful O2 customer service I've had since the start. It's really odd to read about bad service from other people, because my xda exec went back twice for repair, and the second time, the O2 shop staff arranged for me to get a replacement (they didn't have to do that until the 3rd time, and I didn't make a fuss about it). They also got me a line rental refund because of all the trouble I had with it. Since getting the replacement, I've decided I don't want it any more - it's a great piece of equipment, but for me, it's no use as a phone - which is why I bought it. So I rang O2 and asked if I could change it. They said normally, after 28 days, you can't change your phone. But they'd try for me. I had a phone call from them a couple of days ago saying they'd got me the phone I wanted and that they were waiting to hear whether or not I'd be able to make the switch. I'm still waiting for that confirmation call, but I have no doubt they'll follow it up. They've been smashing to me so far. Sorry to hear others haven't had such a great experience.

I used to be the same. I've never had a problem with them until now and I think the main problem originally was the lack of training for the first girl I spoke to - she apparently should have known to take the address straight away.
I'm glad O2 have treated you well though. To be honest, everytime I called they were very helpful and polite, it just obviously didn't get sorted hehe

I find O2 staff in the stores to be better (friendly) than Vodafone store staff. Orange do seem to have have the best trained in-store staff (they always have one person who is a geek).

I find this hard to believe...
I have been using o2 (formerly BT Cellnet and even Cellnet) in both a personal and business capacity since 1997 and have had seldom few problems with their customer service.
Whenever I deal with either o2 or o2 Data Support I have found the people at the other end to endeavour to resolve any issues many times taking hours if not days to smooth out any issues.
You can always speak to a manager if you so require unlike many call-centres.
My handsets have always been delivered next day by 1300 Hrs when I have required a fault replacement, an insurance replacement or an upgrade which is quite a feat considering the rural Scottish location I have the pleasure to telework for my company from.
Data support have always kept me informed and involved my feedback and suggestions in the roll-outs of patches, fixes and solutions to any technical queries.
They have always kept their promises and on the very few occasions I have been slightly "put out" they have compensated me by crediting the account with line rental refunds, £50 and the like.
The key to complaining or resolving issues with a call centre is to keep calm and to treat whoevers at the other end of the phone / postbox / inbox like a person not an idiot.... They deserve it and you would expect the same.
Going all out and trying to sound superior will always get their back up and they will be as unhelpful as their company policy goes. Yet again treat them as an equal and don't be a stuck up, swearing, irritable plank full of airs and graces.
Before anyone says "But I bet you only have your own personal account to deal with"...
Due to the line of my work I have a large communications budget to spend on behalf of my clients sourcing the appropriate mobile voice / connectivity solution and I choose to do business with the network with a proven track record in customer service, decent network coverage and good pricing strategies... ie o2.
Bear in mind that business is based on reputation and adopting such an amateurish attiude may damage yours.

Nice to See
For once it is nice to see that people are praising a network for what it does rather than for just what it does wrong!!!
Having read through this I found my self looking at this and thinking Supafly is blowing this completly out of context yes you paid more money for the phone but surely you have to say this is an honest mistake
Secondly why have a pop at the customer service team it is not their fault that so many customer are calling in at one time try calling SKY TV if you think 20 mins is a longtime try them you either get they are to busy to answer (something I have never heard anyone getting from O2) or like I got 'Your call will be answered within the next 160 minutes' as for the hold music I think it is pretty catchy.

All CS can be a pain in the backside
But everyones experiences are different ! I would rank o2 and Orange to be the best , followed by T-mobile , then (surprisingly) Three , followed by Vodafone
I never envisaged myself ranking Three above Vodafone - as Three CS is AWFUL , but recentley Vodafone have (amazingly )managed to do a worse job !
(BTW , yes I do have contracts with all of them )
But this is based PURELY on my experiences - I have several friends who swear that Orange CS is crap and Vodafone's is wonderful ! but you can only go by your own experience
I have found o2's staff in the shops to be freindly ,courteous , and human - and the same with the call centres , but I suppose if you get one bad assistant that all goes out the window

All I can say is O2 have been great with me, with the Blue Angel (first one) the shop refused to change it, a call to support and return to the shop it was exchanged there and then, otherwise the local shop have been great many thanks. Mike

Jest możliwość wymiany samej szybki ale jest to dość problematyczne i nwm czy warte zachodu
Wysłane z mojego Nexus 5X przy użyciu Tapatalka

[Horror Story] How HTC is so incompetent and ridiculous. Show your support!

Hello everyone, this is my horror story that began on June the 30th of 2010 and is still ongoing.
All for a swap of my defective HTC Nexus One phone.
I request that you please show your support as the only way we can ensure something like this doesnt happen again is to band together.
http://www.facebook.com/group.php?gid=120012004718856&v=wall
Here is the story:
I had arranged for my nexus one which had started to accumulate dust underneath its screen to be replaced by HTC. When I received the replacement, the unit had a faulty screen, power button and the battery cover would not fit properly. As a result, I filed a complaint online and received a call back from an agent who advised my that a replacement can be set up for the DEFECTIVE REPLACEMENT UNIT that I had received.
I told her that I would like to go ahead with that, but I'm currently busy and need the device and I would appreciate it if she could call me back on the 25th of August to set up a replacement. She agreed and scheduled me for a call back.
I ended up not needing my device for as long as I had anticipated and called in myself on the 14th of August to set up the replacement myself and had it arranged. I shipped the defective unit and according to the details from FedEX the unit was received on the 24th of August at the repair facility. The previous agent did STILL give me a call back on the 25th of August. She confirmed with me that she saw on the notes for my case that I had called in and had the replacement set up, and if I was satisfied. I told her yes, I have sent in the defective unit and am just waiting for my new unit to come back to me. This was on the 25th of August.
Two weeks later, I called in to HTC and inquired about the status of my phone as I had received no notification or my new device. I was advised that for some reason, my previous ticket was CLOSED AND DISCARDED. ***WITHOUT A REPLACEMENT UNIT BEING SENT BACK TO ME***
Since that date, I have been calling HTC almost EVERY SINGLE DAY, speaking to supervisors after supervisors, who have ALL promised me call backs but have NEVER called me back (for the exception of ONE SINGLE PATHETIC PHONE CALL, to advise me that Britney, a supervisor at the call center, had NO information for me).
I have since called in almost every day, and EVERY SINGLE DAY I have been promised a call back from a manager, or Upper management, but HTC has failed to deliver EVERY single time.
I have been lied to by agent after agent, and supervisor after supervisor, and what is even more sad is that I still have NO INFORMATION about the status of my device after an astounding MONTH AND A HALF.
I have spoken to agents by the following names at the call center:
Chardene
Chantelle
Christopher
Daniella
and 3 others whose name I cannot remember
Supervisors by the following names:
Nicole
Daniella
Pamela
and two others whose names I cannot recall at this time.
EACH AND EVERY ONE OF THESE AGENTS HAS PROMISED ME CALL BACKS EVERY SINGLE TIME I HAVE CALLED. AND I HAVE NOT YET RECEIVED MORE THAN ONE CALL BACK (FROM BRITNEY, who is supposedly working on my case, who did not even speak to me, but left me a message on a phone number that I specifically asked *on at least 5 occassions* to not call me at).
HTC has absoloutely dissappointed me.
The following are my case numbers that were created by HTC that are relevant to this issue:
10CAC37***124 - This is a repair ticket which was created WITHOUT MY CONSENT, and I was advised by Chantelle, that the reason this was created was due to the fact that a unit cannot be in HTC's posession unless there is a ticket created. They told me not to worry about it
10CAD3****0107 - this ticket number is the replacement that was setup for my DEFECTIVE REPLACEMENT DEVICE and WAS DISCARDED WITHOUT A NEW DEVICE BEING SENT BACK TO ME
10CAD2****0073 - this ticket number was created for the defective unit which had dust underneath its screen, and was to be replaced originally with a WORKING unit.
The serial number for my device that was sent in is: HT03TP9**153
The serial number for the defective replacement device which was sent back is: HT03TP9**136
HTC promises to its customers that once a defective device has been received, a new replacement device will be shipped out the NEXT business day. Clearly, these are all lies. Not only have HTC displayed incompetency in helping out a PAYING customer, but they have LIED on many occasions to their customer.
I even called the corporate head office and left a message on the voice machine about this issue, but did not receive a call back. Hopefully, this will now get sorted out.
The original defective device was set up to be replaced on the 30th of June, 2010 and it is now September 2010 and we are still nowhere.
(Sept 20th) last time i spoke to them was on Monday, I was supposed to get a call back from upper management of the call centre on that day, but of course, that was another lie. So i called in myself and asked to speak to someone.
ended up speaking to a supervisor who claimed that she promises first hand that someone WILL call me back by the end of the day today (monday), and what do you know. today is wednesday and still no information, no call backs and im sure ill be on the phone with them again shortly to figure out whats going on now
UPDATE #1: On the 22nd of September I called in again and spoke to a supervisor first, then I was told im being transferred to a manager. When I was transferred, it was another supervisor, who said management isnt available.
End of the conversation resulted in the promise of a call back after Ms. Simpson would speak to her MANAGER, Krishana, and would call me TODAY before the end of her shift at 10 PM EST. BEfore i hung up, I told her i would gladly wait for management on hold all day and she told me that something like that is not possible. She PROMISED me that she would call me back, 100% for sure and let me know what happened.
And well, no call back, nothing at all.
UPDATE #2: September 23rd, I got an email from Google's android team and was advised that they followed up with HTC for me and if i do not hear back in 72 hours that I should call them.
This was after I submitted a complaint to google's online systems.
the saga continues.
Update #3 from September 23rd: I called in at 10:00 PM at night and asked to speak to Daniella Simpson (the supervisor who had promised to call me back) right away.
After speaking to an agent first, when I was transferred to her, she said shes sorry for not calling me back, but she got busy. She said that she had a lot of things to do, and that she was going to call me back today and how I was the first name on her list of things to do. *YEA RIGHT* Its 10 PM and she was thinking of giving me a call back now?
She told me that she emailed her superior Mr. Harris about the whole case, and he emailed the repair center. She said I should hear back today from them for sure.
That was it. I told her about how Google had contacted me and she basically said that she will forward the concerns to Mr. Harris.
and on we go
update sept 25th: so after not hearing back on Friday or today, i decided to call in and figure out if anything new had happened.
when i called i spoke to an agent named Gary, he said no supervisors are available and no managers either. Just out of curiosity i aksed him to check the notes for my account, and he goes, they were updated today last.
they read "device shipped" and had a tracking number. So no one called me back, no info from anyone, no tracking numbers before i had called in, and i don't know what they are shipping back.
talk about irresponsible. we'll i guess ill find out in a few days what happened and ill keep you all updated
follow the facebook group for up to the minute updates and information. I will keep you all updated

hmm i think this is the case where you need your IMEI & S/N number and go to the police ...

Credit card issuer...

Damn, that is horrible service. I'd take them to court if I were you, sounds like you've gathered more than enough evidence to do so.

****ers. Tell them that you refuse to hang up without an answer. Tell them that the next phone call is to the CC company and the police.
Can't wait to hear how this unfolds...

im on the phone with them as we speak. and im speaking to another supervisor.
she tells me that we have no info, and promises me again that someone will call me back as soon as possible.
i advise her that no one has called me back until now, why should i believe you now? she says because she is a different person *BULL*****
so now ive asked to speak to a call center manager and am now on hold waiting to speak to them.
just to advise you guys that in the past, ive also been put on hold to speak to management but everytime they come back after 10-15 minutes and say "oh im sorry, but he/she isnt available, and will call you back" but i dont get anything.
this time shes actually tranferring me, lets see what happens.
i will keep you posted.

mixxy said:
..
she tells me that we have no info, and promises me again that someone will call me back as soon as possible...
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Click to collapse
With the IMEI they know exactly what happend with your phone ..

I just Googled this and it seems like a common problem with the Nexus One customer support. Look here, someone else had a very similar thing happen and one of the replies said "Another one of these. Seems a huge number of phones are going missing."

Post it on one of there tweeter pages

ok, so i just got off the phone with them.
the supervisor did NOT transfer me to management, but to a higher supervisor; one i had spoken to before (on Friday, the 17th of Sept). She told me upper management would have called me back on Monday, but of course they didnt, and then when i called back on monday another supervisor told me upper management would call me back.
okay, on to today. so i spoke to daniella simpson a higher level supervisor who said that NO ONE from upper management was available to speak to me and that no updates were received. After complaining for about one hour and going over with her about details after details, she basically told me she'd call me back today.
when i told her ill gladly wait on hold all day, she said she cant do that because she is the only supervisor on duty.
will keep u guys posted.
if you can, please show your support by joining the facebook group or relaying the story to anywhere you can. I'm hoping to get media attention to finally get this handled because nothing else is working.
and i know i can file a dispute with my cc company, but that would take even longer.

no bueno You will reach a point where you have to assess if the time you are spending is worth not just buying a new phone and washing your hands of the entire situation. I know it's the principal and such but everyone's time is worth a certain amount to them...I hope you find recourse before your reach the end of your limit dealing with this.
Sounds like you are going the distance though...best of luck!!

sorry you got shuffled.
the energy spent on this endeavor would be much better tossed at anything else. do a charge back on your cc and move on.
(shrug)

I bricked one of my Nexus Ones after one click rooting. I tried to flash a theme as a ROM...oops. Since I have two Nexus Ones I just decided to send it in to HTC and see what happens rather than get frustrated fixing it myself. I shipped it off and it was back in my hand in six days working great.
Sorry you are having such a difficult time...makes me feel lucky. I have to say I was very happy with HTC service tho. They even emailed me an overnight prepaid shipping label and my Nexus One was shipped off an hour after I called them.

deprecate said:
no bueno You will reach a point where you have to assess if the time you are spending is worth not just buying a new phone and washing your hands of the entire situation. I know it's the principal and such but everyone's time is worth a certain amount to them...I hope you find recourse before your reach the end of your limit dealing with this.
Sounds like you are going the distance though...best of luck!!
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Click to collapse
i already purchased a samsung galaxy s, and yes ur right it is the principle
had i been working fulltime right now i would not have put this much time into this, but i guess graduating from uni and applying to jobs for a few weeks has its benefits during the down time.
i said the same thing to the high level supervisor, and said had i had a full time job, what would the outcome of this case be?
mind u i paid 676 dollars for this device shipped to my door, and being a student, that kind of money is not easy to come by

If it were me, I would keep calling back. Hang up, and call right back. Just keep pissing them off the same way they're pissing you off.

rickytenzer said:
If it were me, I would keep calling back. Hang up, and call right back. Just keep pissing them off the same way they're pissing you off.
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haha well i cant sink to that level because it gets me nowhere, and it'll be more time consuming on my part than theirs who just have to answer the calls.
im going to try to issue a charge back with my credit card company soon. lets c. i told them id wait until friday

I'm still waiting for my replacement. I did my cc "authorization" sat morning.... no email sent for shipping (did get a return label email though). I finally called today, and the lady said she would "email" the warehouse for shipping.... lol.

why not check up on the tracking number to see where your phone is, if the phone is signed and recieved its not your problem what so ever, call up htc, give them the tracking number and tell them to do something about it.
my experience with htc is very good, im quite surprised that they pull this kinda of bs on you.
gl with that

This is happening to me as we speak... mmrrraaa **** HTC right?

vvaffles said:
why not check up on the tracking number to see where your phone is, if the phone is signed and recieved its not your problem what so ever, call up htc, give them the tracking number and tell them to do something about it.
my experience with htc is very good, im quite surprised that they pull this kinda of bs on you.
gl with that
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Click to collapse
Mine has never been that great. W/ my Kaiser, HTC wouldn't he'll because it wasn't a US tilt. With my xperia x1a, went back and forth between Sony and HTC(fixed problem myself). Judging by emails, i'm guessing that ht c's websites work is based somewhere out of the united states. My emails have such weird syntax that it reminds me of the commercial that says : this is Peggy!

Issues With Samsung Customer Support

I sent my Nexus S in for a faulty rear speaker on August 25th. They received the phone on September 1st. On September 6th, the ticket was updated saying the phone was repaired. Then two days later, the ticket was placed on hold due to a part being on backorder (even though the phone was supposedly repaired two days prior).
I first called Samsung on September 20th to ask for an update. The representative said the ticket didn't have any updates and they opened an expedite ticket (but didn't provide me a ticket number) to get an answer from the repair center.
I called again on the 23rd. Same deal as the previous call. No update, expedite ticket opened, but no ticket number.
I called on September 27th asking for another update. No update in the ticket, but this representative actually gave me an expedite ticket number to reference.
I called today, October 3rd. Still no update on the status of the repair. I asked to be transferred to a manager. They transferred me to Executive Customer Relations. After spending 27 minutes on hold I finally got a hold of a representative by the name of Kevin. I asked how long does Samsung hold a phone in a repair status before they ship out a new unit to the customer. He told me Samsung doesn't do that since they don't stock phones at the repair facility (ok, but Im sure Samsung has other facilities that do stock phones - they are the manufacturer after all). He then put me on hold to get an update from the Dock Manager at the repair facility.
He came back after about 4 minutes on hold. He said the Dock Manager has no update from UPS as to when the shipment will arrive. I asked what part were they waiting for and he replied the rear speaker. They thought it was the wiring from the main board to the speaker and replaced that, but the phone still exhibited the same issues as when it first arrived.
I asked if - hypothetically - UPS still doesnt deliver the parts in, say, two weeks, what happens? He responded that a manager will make the decision at that point to replace the phone (but I thought Samsung doesn't replace phones??).
I asked who makes that decision to which he said a "higher up". They conveniently don't have a department name or a phone number because they don't deal with customers. He reiterated that they are waiting on UPS because they will be delivering it. He implied that UPS doesn't even have the parts in their possession yet, so who knows when they will actually be delivered.
I love my Nexus S and was seriously considering getting the Prime, but after this never-ending debacle, I highly doubt I will be purchasing another Samsung device. I'm angry at myself too, because I knew damn well that the speaker was the issue and saw replacements on eBay for under $30. I wanted to keep my warranty intact by having Samsung do the repair, which turned out to be a very bad idea.
Cliffs:
-Rear speaker died on Nexus S
-Sent in over a month ago
-Still no ETA for repair
-Samsung support is worthless
Anyone else have any issues with Samsung support?

civicdrivr said:
I sent my Nexus S in for a faulty rear speaker on August 25th. They received the phone on September 1st. On September 6th, the ticket was updated saying the phone was repaired. Then two days later, the ticket was placed on hold due to a part being on backorder (even though the phone was supposedly repaired two days prior).
I first called Samsung on September 20th to ask for an update. The representative said the ticket didn't have any updates and they opened an expedite ticket (but didn't provide me a ticket number) to get an answer from the repair center.
I called again on the 23rd. Same deal as the previous call. No update, expedite ticket opened, but no ticket number.
I called on September 27th asking for another update. No update in the ticket, but this representative actually gave me an expedite ticket number to reference.
I called today, October 3rd. Still no update on the status of the repair. I asked to be transferred to a manager. They transferred me to Executive Customer Relations. After spending 27 minutes on hold I finally got a hold of a representative by the name of Kevin. I asked how long does Samsung hold a phone in a repair status before they ship out a new unit to the customer. He told me Samsung doesn't do that since they don't stock phones at the repair facility (ok, but Im sure Samsung has other facilities that do stock phones - they are the manufacturer after all). He then put me on hold to get an update from the Dock Manager at the repair facility.
He came back after about 4 minutes on hold. He said the Dock Manager has no update from UPS as to when the shipment will arrive. I asked what part were they waiting for and he replied the rear speaker. They thought it was the wiring from the main board to the speaker and replaced that, but the phone still exhibited the same issues as when it first arrived.
I asked if - hypothetically - UPS still doesnt deliver the parts in, say, two weeks, what happens? He responded that a manager will make the decision at that point to replace the phone (but I thought Samsung doesn't replace phones??).
I asked who makes that decision to which he said a "higher up". They conveniently don't have a department name or a phone number because they don't deal with customers. He reiterated that they are waiting on UPS because they will be delivering it. He implied that UPS doesn't even have the parts in their possession yet, so who knows when they will actually be delivered.
I love my Nexus S and was seriously considering getting the Prime, but after this never-ending debacle, I highly doubt I will be purchasing another Samsung device. I'm angry at myself too, because I knew damn well that the speaker was the issue and saw replacements on eBay for under $30. I wanted to keep my warranty intact by having Samsung do the repair, which turned out to be a very bad idea.
Cliffs:
-Rear speaker died on Nexus S
-Sent in over a month ago
-Still no ETA for repair
-Samsung support is worthless
Anyone else have any issues with Samsung support?
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Click to collapse
Wow that is just horrible, sorry to hear that I can't believe they won't send you a new phone that is insane.

I have to add, that the service reps were very nice throughout this, but the lack of information is frustrating.

You'd be surprised at how quickly they will get their act together when you start calling their various numbers and demand a resolution.. Over a month is unacceptable. You just have to be more vocal man.
Sent from my Nexus S using Tapatalk

uansari1 said:
You'd be surprised at how quickly they will get their act together when you start calling their various numbers and demand a resolution.. Over a month is unacceptable. You just have to be more vocal man.
Sent from my Nexus S using Tapatalk
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What numbers would you suggest? I have called 888-987-4357 as well as 800-522-7341. The teir 3 support number that is floating around online seems to be disconnected.
And no offense to the tier 1 and 2 reps, but they just aren't helping. They are polite, but no matter how many times I call, how many times I *****, they will not do a damn thing. Its always "I'm sorry sir, it's out of out control". I don't know how a company expects customers to be happy when their mantra is "please call back for more information" day after day after day. HTC doesn't do this to their customers.
Someone on another forum suggested I message a few Samsung reps directly through Twitter, which I will be doing once I get back onto my computer.
Sent by carrier pigeon

That's really rough dude. Fortunately it is not a problem I will have to endure because I voided the **** out of my warranty when I rooted.
Anyways I like to make sure to get ID numbers from anyone I talk to on any customer service. It just seems to keep people more accountable when they know the call is recorded and I know who they are. I dunno if it'll help in this situation tho. Seems like there's not much the reps can do if the manager says they're waiting on a part. The suggestions above are all valid, being more vocal and whatnot. That's probably your best bet.
Sent from my Nexus S using XDA App

It's for reasons like this that i try to keep my cell provider in the loop regarding repairs. Yes, it's a little more awkward dealing with them, but if you end up in a situation like this, then you have another fallback for getting a quick resolution.
I'm in a similar situation, i'm dealing with the search bug, so i'm sending it back and back again and again until i get 3-4 repairs in, then i can go to my provider and say "They can't fix this phone, I would like a different one" and if i'm lucky, by the time i get there, the Prime will be released, if not, i'll get a shinny new nexus S (or maybe the galaxy 2 with cyanogen)
For your current situation, the only thing i can recommend is tie up their people. One of my classic tricks is to "collect" people on the phone. Don't let the reps transfer you, make them conference and keep them on the phone for as long as you can. The upper people will be more careful on how they deal with you as to not give bad examples to the lower people. You are taking the lower people off the general queue, costing the company more money. The longer talk time will also draw the interest of the floor manager (different from a manager you would speak to on the phone) who will do whatever it takes to speed things up.
I once made a rep wait 1 hour on the phone with me cause his "manager" was in a 3 hour meeting that could not be disturbed. after 1/2 hour, he tried everything he could think of to get me off the phone, no avail. after 1 hour, they interrupted the meeting to get the manager on the phone.
Finally, no matter how frustrated you get, don't get rude, pissy or mean. Be firm but always be polite and proffessional.

Thank you for the tips. I called again around noon and requested to be transferred directly to Executive Customer Relations. I spoke with a gentleman named James. He was very polite, and in about 10 minutes of being on the phone with him, I was told I would get a tracking number by the end of the day. At 6:57EST, I received an email from the generic Samsung delivery service as well as James with the tracking number for a new device.
I must stress that the reps on the phone were really polite. I guess it's just Samsung that is making things difficult. I didn't have this problem with my TV, but that was about three years ago. Im going to have to think long and hard about buying another Samsung device.

I'm about to go through a similar situation. I shipped my Nexus S in to a Samsung service center in Texas almost 2 weeks ago and received an email today saying my repair is on hold due to parts needing to be ordered.
My issue is a bit more complicated then a speaker but come on! I hate iPhones but st least if you have a issue with your phone, Apple gives you a refurbished one on the spot(RIP Steve).
I'm going to call Samsung tomorrow and see whats going on. I cant wait months!
Sent from my HTC Sensation Z710e using xda premium

kmmxracer said:
I'm about to go through a similar situation. I shipped my Nexus S in to a Samsung service center in Texas almost 2 weeks ago and received an email today saying my repair is on hold due to parts needing to be ordered.
My issue is a bit more complicated then a speaker but come on! I hate iPhones but st least if you have a issue with your phone, Apple gives you a refurbished one on the spot(RIP Steve).
I'm going to call Samsung tomorrow and see whats going on. I cant wait months!
Sent from my HTC Sensation Z710e using xda premium
Click to expand...
Click to collapse
I've been hearing that a lot of people have not been getting their phones back in a timely manner. I was contacted by a Samsung employee on here, I pm'd you their screen name. Good luck.
Sent by carrier pigeon

Thanks I appreciate that
Sent from my HTC Sensation Z710e using xda premium

Samsung has the worst customer service I've ever seen. I live in Canada and their Canadian site only has the number for the American Customer Service centre.
I was put on hold for over 1/2 hour then told to call the Canadian customer service number.
When I called the Canadian number, the reps gave me the number of the wrong service centre so I had to call them again today and ask for a service centre close to my area.
I'm expecting a call tomorrow so I hope everything goes well. My problem is with a Samsung Dryer not a cellphone, but I've experienced the same problems before when I had to call about a cellphone issue.
Overall, they're completely useless but their products are usually solid so you don't have to call them so often!

EraqEE said:
Samsung has the worst customer service I've ever seen. I live in Canada and their Canadian site only has the number for the American Customer Service centre.
I was put on hold for over 1/2 hour then told to call the Canadian customer service number.
When I called the Canadian number, the reps gave me the number of the wrong service centre so I had to call them again today and ask for a service centre close to my area.
I'm expecting a call tomorrow so I hope everything goes well. My problem is with a Samsung Dryer not a cellphone, but I've experienced the same problems before when I had to call about a cellphone issue.
Overall, they're completely useless but their products are usually solid so you don't have to call them so often!
Click to expand...
Click to collapse
I had not problems finding their number on the Canadian site.
http://www.samsung.com/ca/info/contactus.html
Talking to tech support, i even got a direct number for their Montreal repair facility.

The number you see on their stupid website is the American number. The Canadian number is 1-888-899-7605
I tried the number you mentioned and some lady with a Southern accent answered and she told me they're based in the US. She then transferred me to the Canadian branch which has the number I posted above.

EraqEE said:
The number you see on their stupid website is the American number. The Canadian number is 1-888-899-7605
I tried the number you mentioned and some lady with a Southern accent answered and she told me they're based in the US. She then transferred me to the Canadian branch which has the number I posted above.
Click to expand...
Click to collapse
I've called the number on the website 4-5 times without any issues. Maybe I'm just lucky.

Dude, that's extremely hard. However, because I lose my warranty when I rooted, I won't have to deal with this issue.
In any case, whenever I speak with a customer support representative, I want to be sure to collect their ID numbers. Just knowing that the call is being recorded and that I am aware of who is on the other end helps to make folks more responsible. But I'm not sure if it will be helpful in this case. If the management states that they are awaiting a part, it seems like the salespeople won't be able to do anything. All of the aforementioned recommendations, such as being more vocal, are sensible. Your best option is most likely that. If this is happening again and again the contact samsung customer service dubai or make a call on +97145864033.

How do you feel about this

After sending in my eee pad transformer 3 times (and it's still not fixed) one tends to get angry. My eee pad transformer has a issue that is randomly click items on the screen. You can use apps on the market to see where the screen things you are touching. I have noticed that random touch points just appear.
After dealing with Asus's poor service, sending it back, data wipes I've just about had it. Honestly I'm beginning to think i'm dealing with complete idiots. They keep replacing the touch screen expecting it'll work. I don't have a degree in anything computer science related (yet) but even I can see it's the Mobo or the connector.
I found it funny when I called after the 3rd time the service rep told me he could do nothing besides send it back in again. I told him it was blatantly obvious what would happen if I did (sent back unrepaired). He told me "Let's try a data wipe". At that point, enraged, I asked to speak to a supervisor. He told me there wasn't one "on the floor" and said I would be receiving a call from one within 48 hours. Here we are 3 weeks later without a call.
_____________________________________________________________
Which leads to my main point:
http://www.bbb.org/greater-san-fran...us-computer-international-in-fremont-ca-16870
Notice in large red letters it says "! There is an alert for this business !" Click that and you will see
"We have identified a pattern of complaints concerning customer service and service issues. Complaints processed by the BBB claim that 1) products sent to the company for repairs are still not working properly when returned to the consumer.
2) Customers calling the company are asked to call back or told they will receive a call back and in many cases don't."
Pretty interesting. 666 (ironic) other people have has the same problem. When asked about this issue the service supervisor made no comment on it and tried his very hardest to change the subject.
________________________________________________________________
Tomorrow I will be sending it in for the 4th time. I have warned the service representative and corporate respectively via phone call and letter that I will be suing them for the cost of the transformer and dock (which I will return to them in it's unrepaired state) in small claims if they have the nerve to send it back to me unrepaired. I will also file a complaint with the better business bureau so that I can be added to the list of people who think that they company is going in the wrong direction. I like that transformer and I would have been fine sending in one without complaining in the slightest if it was only send back to me repaired.
What do you think. Ridiculous? Inauspicious? Disadvantageous?
Edit: Also mention able that the device has recently had trouble charging. And that they found a "External headphone issue" I never mentioned. They also somehow managed to loose the tablet where nobody had a clue where it was at. They pointed there finger at fedex (which didn't have it).

roflcopterofl said:
After sending in my eee pad transformer 3 times (and it's still not fixed) one tends to get angry. My eee pad transformer has a issue that is randomly click items on the screen. You can use apps on the market to see where the screen things you are touching. I have noticed that random touch points just appear.
After dealing with Asus's poor service, sending it back, data wipes I've just about had it. Honestly I'm beginning to think i'm dealing with complete idiots. They keep replacing the touch screen expecting it'll work. I don't have a degree in anything computer science related (yet) but even I can see it's the Mobo or the connector.
I found it funny when I called after the 3rd time the service rep told me he could do nothing besides send it back in again. I told him it was blatantly obvious what would happen if I did (sent back unrepaired). He told me "Let's try a data wipe". At that point, enraged, I asked to speak to a supervisor. He told me there wasn't one "on the floor" and said I would be receiving a call from one within 48 hours. Here we are 3 weeks later without a call.
_____________________________________________________________
Which leads to my main point:
http://www.bbb.org/greater-san-fran...us-computer-international-in-fremont-ca-16870
Notice in large red letters it says "! There is an alert for this business !" Click that and you will see
"We have identified a pattern of complaints concerning customer service and service issues. Complaints processed by the BBB claim that 1) products sent to the company for repairs are still not working properly when returned to the consumer.
2) Customers calling the company are asked to call back or told they will receive a call back and in many cases don't."
Pretty interesting. 666 (ironic) other people have has the same problem. When asked about this issue the service supervisor made no comment on it and tried his very hardest to change the subject.
________________________________________________________________
Tomorrow I will be sending it in for the 4th time. I have warned the service representative and corporate respectively via phone call and letter that I will be suing them for the cost of the transformer and dock (which I will return to them in it's unrepaired state) in small claims if they have the nerve to send it back to me unrepaired. I will also file a complaint with the better business bureau so that I can be added to the list of people who think that they company is going in the wrong direction. I like that transformer and I would have been fine sending in one without complaining in the slightest if it was only send back to me repaired.
What do you think. Ridiculous? Inauspicious? Disadvantageous?
Edit: Also mention able that the device has recently had trouble charging. And that they found a "External headphone issue" I never mentioned. They also somehow managed to loose the tablet where nobody had a clue where it was at. They pointed there finger at fedex (which didn't have it).
Click to expand...
Click to collapse
Are these issues occurring while you are docked or un-docked?

From experience with their computer componants they have great service people, but who ever calla the shotsfor RMA's seems shoddy. I received 1 mobo that lost it's southbridge. Okay, that happens whatever. Then they sent meonethat was so bent no expansion cards could be installed. Third time was a charm, it was just a pain. The people were always awesome on the phone anyways, that doesn't appear to carry over to their eee business, sorry to say. I will say call during the afternoon, after 5 they transfer it overseas. Also, first thing when you get someone, tell them this is your fourth RMA for 1 device, and you want the case elevates to tier 3. If possible, keep your case number, it helps.
Good luck. And remember, being nice can pay big. I know your beyond irritated, but that person on the other end is just trying to do their job. They may not be able to really help, but if your nice, they might try harder.

You know this is very helpful and knowledgable.
jasonwuzthere said:
From experience with their computer componants they have great service people, but who ever calla the shotsfor RMA's seems shoddy. I received 1 mobo that lost it's southbridge. Okay, that happens whatever. Then they sent meonethat was so bent no expansion cards could be installed. Third time was a charm, it was just a pain. The people were always awesome on the phone anyways, that doesn't appear to carry over to their eee business, sorry to say. I will say call during the afternoon, after 5 they transfer it overseas. Also, first thing when you get someone, tell them this is your fourth RMA for 1 device, and you want the case elevates to tier 3. If possible, keep your case number, it helps.
Good luck. And remember, being nice can pay big. I know your beyond irritated, but that person on the other end is just trying to do their job. They may not be able to really help, but if your nice, they might try harder.
Click to expand...
Click to collapse
How do you know all of these things, and where did tier 3 come from???

The other posting has good points, But this is one you need to remember. There is NO Floor of service techs that runs without management. So the Next time you call Start by asking his name, and what city he is out of, then state you have to talk to a supervisor, use your old rma # if they try to say he isn't there, then you come back, get him on the line now do not take no for an answer........ you will get someone who has a superior role........ good luck

The issue only occurs when the device is not docked. I think I heard of other people talking about a similar issue on xda but I can't seem to find the thread.

Survey response

Just got a survey request from Essential. I let them have it regarding their horrible customer service and lousy QC... lol Did you?

gqukyo said:
Just got a survey request from Essential. I let them have it regarding their horrible customer service and lousy QC... lol Did you?
Click to expand...
Click to collapse
Honestly I don't think everybody have the same experience than you or others. My own experience with the customer service has been nice. I called them because I forgot to add the camera the first time, they responded to my inquiry right away and I got the camera for $50.00 the next day.
Honestly there is a lot of people hating the company just because they have some hiccups at first, a lot of people are expecting a mature customer service from a company that is just starting, give time to this company and we will see more mature and professional customer service.
I hope the best to the essential team and company.
Sent from my PH-1 using XDA-Developers Legacy app

Who did you dealt with? Through email right? The guy I dealt with, Samuel, informed me that he'll check with the technical team then emailed me again a day later and asked for my info to initiate an RMA. I responded within minutes of his email. Never heard back after that even after I emailed them a few times after that. The return window is also coming up so if they are so good with customer service, they should tell us to either ignore the initial return window restriction or extend it for getting back to us so late or in my case, not at all... I contacted the them the day I received my phone so it's not on me. They didn't send out millions of phones. Plus if we're just a "vocal minority" then they definitely shouldn't have any problems getting back to us on a timely manner.

lol Samuel is the same guy who answered me once about my warranty replacement (for the missing earpiece grill) and then didn't answer three more messages. I'm torn between thinking he's incompetent and figuring he's probably been told to drag his feet.

My issues were with the software and the fact that they don't acknowledge thermal throttling is an issue.
I can demonstrate it.