NOTE: THIS IS A REPOST, I ACCIDENTALLY POSTED IT IN THE WRONG AREA, sorry.
Hello everyone,
I have one hell of a story to tell about one boy, two phones (the htc hd2 and the samsung vibrant), and one freakin' committed customer service team (T-Mobile's). OK, so I'll begin my story of how I ended up with a brand-new Vibrant for essentially 350 bucks. Bear with me here, it's a bit long. So, I originally purchased an htc hd2 way back in mid-June for 300 bucks on Craigslist. The phone ended up being defective because of a hardware issue, and because it happened to be under the "buyer's remorse" period, at least the way T-Mobile saw it, I was able to return it by mail for a brand new one for free. I was surprised when I called to learn that T-Mobile didn't require a single piece of information to verify that I was the original owner of the phone, all they saw was that an htc hd2 had magically been activated on such and such a date. So, I returned that hd2 and recieved a new one in a couple of days, which ended up being just as buggy as the last one, so I decided to abandon the hd2 altogether in exchange for the Samsung Vibrant. I called T-Mobile customer service today to setup the exchange for the vibrant, which would cost me 50 bucks since the hd2 cost 450 and the vibrant costs 500, and I was FINALLY told that they had no record of me ever buying an hd2 (I wonder why, lol). I then explained to them that I wasn't the original owner of the phone and that I had bought it from the original owner, but that the phone had been purchased only a few days before they sold it to me. They told me at first that I would have contact the original owner and get the 450 bucks credited back to there account. The only problem was that I had no way of contacting the original owner, and that they had switched carriers almost immediately after purchasing the hd2. After about four hours, and many many phone calls later, I called t-mobile one last time to explain my situation, keep in mind that I was totally honest the entire time, I reached a very nice customer service rep, and after explaining what had happened to me, and after speaking to her supervisor for over ten minutes, she told me that even though they almost never do this, that they would "take my word for it" and send the vibrant, no questions asked, for basically 50 bucks. I was over the moon considering that less than 5 minutes ago I had thought that I had thrown away 300 dollars. I would like to give some major props to T-Mobile's customer support, never in a million years would I have expected a customer service team work so hard to keep a a customer happy. Talk about going the distance. Well, that's my story. Tell me what you think, and what your experiences with them have been like.
Peace, bobofosho12
WOW.. but Yes.. I think they have the best... that's a steel for 50 $ wow..
HTC is nice too.. i ordered parts for my nexus i was going to purchase them and they didn't allow me to pay.. lol.. they just said they will mail it and that included a second pouch/battery/ battery cover and headphones.. I could not believe it.. but I am glad I am with T-mo and own a HTC device.
amen brotha'. Although I'm actually gonna sell the vibrant once I get it on ebay, and then just buy a cheap used nexus one. Maybe, but i'm not totally decided yet.
Tmobile paid off my 280 in payments on an old Cliq I had. Basically because I purchsed it 6 months ago saw a great replacement in the Vibrant . Squeaky wheel is the way to go with T -mobile but you need to be calm cool and nice
That's why I came back to them. Was with them for 5 years before switching to AT&T because of my daughters bugging me for the iphone. I went back to Tmobile because of their incredible customer service, never experienced anything like it before. Kudos to T-mobile.
AT&T customer service sucks big big time! Congrats on your new Vibrant!
This is almost exactly what happened to me! T mobile customer service is damn good! I did threaten to switch carriers though, and they came through to keep me as a customer. I wasn't eligible for an upgrade, but once I threatened to go to sprint and get the epic they let me have my vibrant for $200!
musky said:
This is almost exactly what happened to me! T mobile customer service is damn good! I did threaten to switch carriers though, and they came through to keep me as a customer. I wasn't eligible for an upgrade, but once I threatened to go to sprint and get the epic they let me have my vibrant for $200!
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I assume with a contract extension yes?
bobofosho123 said:
NOTE: THIS IS A REPOST, I ACCIDENTALLY POSTED IT IN THE WRONG AREA, sorry.
Hello everyone,
I have one hell of a story to tell about one boy, two phones (the htc hd2 and the samsung vibrant), and one freakin' committed customer service team (T-Mobile's). OK, so I'll begin my story of how I ended up with a brand-new Vibrant for essentially 350 bucks. Bear with me here, it's a bit long. So, I originally purchased an htc hd2 way back in mid-June for 300 bucks on Craigslist. The phone ended up being defective because of a hardware issue, and because it happened to be under the "buyer's remorse" period, at least the way T-Mobile saw it, I was able to return it by mail for a brand new one for free. I was surprised when I called to learn that T-Mobile didn't require a single piece of information to verify that I was the original owner of the phone, all they saw was that an htc hd2 had magically been activated on such and such a date. So, I returned that hd2 and recieved a new one in a couple of days, which ended up being just as buggy as the last one, so I decided to abandon the hd2 altogether in exchange for the Samsung Vibrant. I called T-Mobile customer service today to setup the exchange for the vibrant, which would cost me 50 bucks since the hd2 cost 450 and the vibrant costs 500, and I was FINALLY told that they had no record of me ever buying an hd2 (I wonder why, lol). I then explained to them that I wasn't the original owner of the phone and that I had bought it from the original owner, but that the phone had been purchased only a few days before they sold it to me. They told me at first that I would have contact the original owner and get the 450 bucks credited back to there account. The only problem was that I had no way of contacting the original owner, and that they had switched carriers almost immediately after purchasing the hd2. After about four hours, and many many phone calls later, I called t-mobile one last time to explain my situation, keep in mind that I was totally honest the entire time, I reached a very nice customer service rep, and after explaining what had happened to me, and after speaking to her supervisor for over ten minutes, she told me that even though they almost never do this, that they would "take my word for it" and send the vibrant, no questions asked, for basically 50 bucks. I was over the moon considering that less than 5 minutes ago I had thought that I had thrown away 300 dollars. I would like to give some major props to T-Mobile's customer support, never in a million years would I have expected a customer service team work so hard to keep a a customer happy. Talk about going the distance. Well, that's my story. Tell me what you think, and what your experiences with them have been like.
Peace, bobofosho12
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Kudos! Thanks for sharing...that's awesome.
Yea the HD2 is death ain't it? Damn windows...what were they thinking?
This gives me some hope. I have been jacked around by Tmobile for over a week now. One of their stores screwed me over with the G1. They gave me a $50 break on the phone, and extended my contract for 2 years because of that $50. I had NO clue that is what they were doing. Once I found out, I was pissed. The CSR put in their system that I could upgrade at normal extension costs at any time. So, just after the Vibrant came out, I went to take them up on that. The problem, is how it is done in the system, I could only get the discount rate through Tmobile, not through a 3rd party store. I tried to get the Vibrant + accessories at Costco for $99. Since then, I have been completely jacked around by customer service. I finally got my FIRST CALL back yesterday... while I was using the restroom. They said they would call back today. Thus far, my experience is pretty poor.
This gives me some hope. I have been jacked around by Tmobile for over a week now. One of their stores screwed me over with the G1. They gave me a $50 break on the phone, and extended my contract for 2 years because of that $50. I had NO clue that is what they were doing. Once I found out, I was pissed. The CSR put in their system that I could upgrade at normal extension costs at any time. So, just after the Vibrant came out, I went to take them up on that. The problem, is how it is done in the system, I could only get the discount rate through Tmobile, not through a 3rd party store. I tried to get the Vibrant + accessories at Costco for $99. Since then, I have been completely jacked around by customer service. I finally got my FIRST CALL back yesterday... while I was using the restroom. They said they would call back today. Thus far, my experience is pretty poor.
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Sorry to hear that man, this is the only advice i can offer you, be nice and remember that that person on the other end, who may just seem like an annoying voice, is a real person who is probably having a much harder day than you are (I can't imagine being a customer service rep). If you're nice but VERY persistent you can generally get what you want, and remember it me like four hours to get this **** shorted for me. I had to explain it to like five different people, and only upon getting to a VERY KIND service rep did I finally get a good solution to my problem.
iunlock said:
Kudos! Thanks for sharing...that's awesome.
Yea the HD2 is death ain't it? Damn windows...what were they thinking?
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Yeah thanks man, and by the way, even though windows mobile is a ****ty OS, it's actually pretty stable, it's actually the sense UI that makes the HD2 so damn unstable, even after the "official" update that was supposed to correct the problems. Just turn off sense and the phone works fine, it's just ugly as hell to use.
Hey everyone! I bought a DHD with in february and so far I have been incredibly frustrated with it. Here is a letter I have sent to HTC explaining my frustration.
" Hi,
I've purchased an HTC Desire HD with Telus back in mid-February. I really loved the phone at first because of the really nice screen and also because of how quick and responsive it is. Unfortunately it did not last so long.
Case 1:
So after about 3 weeks of use the loud back speaker on it stopped working. So I went to my Telus branch and under their first 30 days phone replacement policy they gave me a brand new HTC Desire HD. I was happy to get a brand new one and I only thought of the first one as a fluke. But unfortunately it doesn't seem to be.
Case 2:
So barely a week after receiving my second HTC DHD, I get complaints from everyone I call, telling me they can't hear me. So back I am at my Telus branch and we determine that the mic on the phone is defective. This time I am 5 days past the exchange policy expiry date so they send it out to you folks for repair. I wait about 2 weeks and then get a call for pick up.
Case 3:
This brings us to yesterday (April 4th). I put my alarm on my phone to get up for work the day before that. I wake up late for work that day and wonder why my alarm didn't ring and turns out my phone crashed during the night. I tried powering it back on without any success. I take the battery out and put it back in and the phone came on displaying full battery. It stayed on for about an hour before crashing again except that time there was nothing I could do to turn it back on so I brought it back to telus once more, and again, they are sending it for repair.
Frankly I would expect much better out of a 500$ phone. I was strongly debating between this phone and the samsung galaxy s. I chose the DHD for HTC's better track record at updating devices but I would've picked a phone stuck on android 2.2 over a phone that's always broken.
I'm sure a story like mine is of rare occurance but it is an embarassing one nonetheless.
I'll leave it up to you to make me decide if I should ever bother with another HTC phone again.
Thank you. "
Now I've posted this mainly to vent off a bit but also to ask you guys if any of you have had such a terrible experience with an HTC phone.
Sent from my Xoom using Tapatalk
Wow, I can hardly believe you've had such bad luck with two handsets, I am sure your experience is not typical and personally I would feel that you would have grounds to ask for a refund not a repair.
I am really surprised as I am comming from Bell Samsung Galaxy S. I replaced my phone 4 times for hard ware issues.
Eventually in response to a complaint made to CCTS bell agreed to take the handset back and give me a free upgrade to phone of my choice but I decided to buy a Telus Desire HD outright.
My expirience with HTC was never bad...so if you buy something else don't get the samsung phone
Haha funny you say that Telus is releasing the nexus s and the galaxy s fascinate 4g tomorrow and I was considering getting one of these 2 as a replacement should telus offer me a new handset.
I just Googled ccts. I'd never heard of them before but I will contact them if I'm not satisfied this time around.
Sent from my Xoom using Tapatalk
It's ccts-cprst.ca ....if you search for Samsung galaxy SD card failure...you should see ppl trying to get a class action lawsuit going against samsung
Sent from my Desire HD using XDA App
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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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!
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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.
Hi guys, I broke the screen on my S-OFF Legend yesterday....After calling orange im due an upgrade (YEY) so ive ordered a Sensation.......So....
If anyone wants to grab 2 (yes 2!) legends that need new LCD Screens im selling them on ebay!
http://cgi.ebay.co.uk/ws/eBayISAPI.dll?ViewItem&item=230650976068#ht_500wt_1156
If you decide to bid to buy please quote Bonesy-XDA when you win and ill give Free Postage to anywhere in Europe! Ideal if you have a bricked device or want S-OFF as you could use your screen to get it running.Also benefitting in ALOT of spares (pretty much a whole phone!)
Thanks
bonesy said:
Hi guys, I broke the screen on my S-OFF Legend yesterday....After calling orange im due an upgrade (YEY) so ive ordered a Sensation.......So....
If anyone wants to grab 2 (yes 2!) legends that need new LCD Screens im selling them on ebay!
http://cgi.ebay.co.uk/ws/eBayISAPI.dll?ViewItem&item=230650976068#ht_500wt_1156
If you decide to bid to buy please quote Bonesy-XDA when you win and ill give Free Postage to anywhere in Europe! Ideal if you have a bricked device or want S-OFF as you could use your screen to get it running.Also benefitting in ALOT of spares (pretty much a whole phone!)
Thanks
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lemme guess... you or your wife wore a burgundy dress with a rose
so you'll be leaving a legend , out of a (wild)fire into for a better sensation .. I'm also due for an upgrade soon but not sure which one too choose... soo many new phones out there...
Yep you got it! Ive looked at reviews,specs etc and Sensation comes out top of it all! Im future proofing best i can....I originally got a hero on a 24 month contract and got bored with it a few months ago so got a legend.Now thats broked i want a phone with the best specs around,The sensation has 1080p HD Recording so gonna go with that..Cant stand samsungs as my mum has the SGS 2 and a girl at work has the DHD neither i like even remotely!
Hopefully the legend(s) will sell as it'll go towards flights for my wedding
i'll buy both... but the problem here is i couldn't get it from ebay due to country sanctions and if possible u have to send it by DHL or TNT... if interested contact me by mail or message cause i'll forget to check this thread again...
[email protected]
You could donate legend to Aplharev, so that they could try to crack latest HBOOT, that people with HBOOT 1.01 could have S-OFF
My HD2 touch screen died today. Comes on but is completely unresponsive, 1 month from my contract being up.
Guess it's using my Flyer with Google Voice for a while. Probably head over to Sprint and grab a Galaxy Nexus or S2.
Call your provider, most of them will "do you a favor" and let you upgrade early just to keep you as a customer happy.
Sent from my NexusHD2 using XDA App
Yup Asurion said they couldn't help because it wasn't physically damaged...LUCKILY i bought some goofy extended warranty with T-Mobile...they're sending me a new HD2 (could have had an HTC Radar instead) for $5 today...i'm 3 weeks from being out of contract and don't want to get myself stuck in with a new phone just yet!
Happy ending
Yes it is...unlocked, flashed back into Android in less than an hour after receiving it, man i love this phone!
could have bought a whole new digitizer and LCD for $80 and replaced it with little to no hassle and called it a day.