Related
So I've been reading the "let us file a complain to SE..." thread lately cuz well...you guess it...my phone developed a crack.
Anyway, I did see that some people have been getting "reconditioned units" that look worse than the ones they already have.
So, how many of you guys have had problems with the service offered by SE/Authorized dealers?
Really interested in this poll, since I just let my X1 to an authorized center...
However, I must admit that I am really unsatisfied with the repai time: they told me that I have to wait 15 working days! Man, what was the premium price for?!
I sent my phone in Tuesday and they still haven't received the phone even though the service center is 35miles away from here...
Add 3-5 working days to get my phone fixed plus another week to get my phone back...so I think I'm there as well
I got back the same phone after I sent it in for a software glitch that I failed repairing myself. It got back in exactly the same condition and earlier than I had thought.
My X1's screen started blacking out when slid open, so I reluctantly sent it in, having heard a lot about cracked plastics and scratched battery covers.
I got it back in just 3 days, which is apparently unusual even for SE service here. No extra scratches or damage.
Oh, and they didn't notice the Hard-SPL...
Well - i got my replacement through vodafone so it doesnt really count
Reading some of the Dutch Forums (e.g. tweakers.net), the average time is 6 weeks for Netherlands. Some poor guy waited 19 weeks.
http://gathering.tweakers.net/forum/list_messages/1326523/20
That's almost HALF A YEAR.
Mine had stylus crack, battery crack, chipped case in three places.
4 weeks since I sent it in, and counting..
OMFG!
How is that possible???
Jeez man...4 weeks? How is it that you haven't killed them already?
If I don't have it by the end of next week I'm gonna drive there myself and have a talk with them...
wow....this is pathetic.
some of the buttons arent working smoothly these days..which means i am screwed if i send it for repair
seems im d only one wit a good story bout this..i got my phone back like 4 days
I sent my x1 to service because left-right buttons plus all other front buttons and touchpad were getting dead.i have to wait 15 min and reset phone 5 or 10 times to get device normal.f*ck sake!i am on contract with my service provider.they said i must wait minimum 2weeks just for answer REPAIR or Change.afterwards i must wait another 2weeks for repair or get new unit.i am gonna have big fight with SE.i am very disapointed.i am not gonna buy any other sony products even sony movies films
I went to a Vodafone store with repair service. Somehow they are authorized to repair phones for warranty. I only had to show my phone, they ordered the parts and they texted me when they received the parts. Then I could wait for it on location while they repaired my phone. I think that's a great service but it's more thanks to Vodafone. I live in the Netherlands, The Hague.
MAkS1 said:
I went to a Vodafone store with repair service. Somehow they are authorized to repair phones for warranty. I only had to show my phone, they ordered the parts and they texted me when they received the parts. Then I could wait for it on location while they repaired my phone. I think that's a great service but it's more thanks to Vodafone. I live in the Netherlands, The Hague.
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Click to collapse
Hmmm, yes, so:
- SE repair service sucks
- Vodafone is great
But I really think that 4weeks is the maxiimum amout of time I would wait for a repair, not just a phone repair but whatever else. Never experienced a repair time longer than 4 weeks, and I would have been really upset hearing about 19 weeks!!!
But what about the repaired phone? Apart from Vodafone people, in ehat condition were your "new" phone? can you be more verbose than the poll?
MAkS1 said:
I went to a Vodafone store with repair service. Somehow they are authorized to repair phones for warranty. I only had to show my phone, they ordered the parts and they texted me when they received the parts. Then I could wait for it on location while they repaired my phone. I think that's a great service but it's more thanks to Vodafone. I live in the Netherlands, The Hague.
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Click to collapse
Hmmm, u were lucky. This is what the Netherlands is like most of the time Mine was out of contract, but the problem is not the shop I went through in Rotterdam - been getting my phones from them for a few years now. I suspect it's the guys in NL who bought the service contract from Sony.
[email protected] said:
But what about the repaired phone? Apart from Vodafone people, in ehat condition were your "new" phone? can you be more verbose than the poll?
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Click to collapse
Perfectly repaired, but unfortunately now, a month later, I have 3 cracks. The parts are in so I have to go to the store again. I don't want to go to the store twice every month...
Well,
I brought my phone to an SE Service Center around my Corner. The Display shaked a little. I brought it in on the 7.5.09
Those guys sent the phone to the Xperia guys. Seems that only some people can fix it.
Well, I have not got it back yet. :-(
So I called the Xperia line. The told me, that they did not received it yet...
But the guy was friendly. He is now starting to find my phone. We will see what happens.
Cheers
Jens
SONYERICSSON or a Network Provider???
Come on, in order for this poll to have any impact or make any sense, it should include at least WHICH Country and if SE direct or through a Service/Network Provider! Otherwise its just hot air!
I waited 5/6 weeks for my replacement to arrive aftre the sound went completely.
After SE took delivery initially I received an email to let me know it had arrived. Then nothing for a week, 2 weeks, 3 weeks and so on and so on.
The tracking website was never updated and I never received emails updating me on the progress. I phoned them all the time.
After 5/6 weeks I received a refurbished phone which [TBH] is in better condition than the phone I sent for repair, no consolation really.
Yea...WHAT tracking site? They never even acknowledged the fact that they received it. I had to phone today, to find out they got it on Friday. Even though I ASKED to be informed when they would actually get it...nada.
Anyway, when I talked to the representative and told him I want my phone repaired not replaced (because mine is scratch free and in perfect condition otherwise) he was like..."OH...we'll see what we can do"
People, how hard is to replace a back cover???
But I suppose it's good business taking good scratch free phones and replacing them with "functionally equivalent" but with cosmetic damaged ones...
@michaelthemage
The poll specifies SE Service.
And how many countried would you have included in the poll?
In my opinion, in makes no relevance what country you are in (even though I KNOW there are big differences between SE service centers). SE Service is a global thing, having an international warranty (at least European for me) so in my opinion the quality of their services should be viewed as a whole.
I for one bought my phone in France but since I'm doing an internship in the UK I sent it to Banbury.
So I do think the poll does make sense and I give thanks to all who have voted/will vote and who told me their SE related stories.
I got a global warranty card with my phone but it wasn't much help when my screen died. It is supposed to be a vip service for X1 owners where you can get a replacement phone the same day at any SE service center. Not quite. If you're in a place where they don't sell it, don't expect SE in your home country to send one to the service center you're visiting, they will not, period. And if you look close at the support site there's a somewhat hidden page that shows country by country what is (not-) available.
I shipped it off with fedex to the dealer, who said they will send one in return asap if I paid the courier. It cost me about 100 usd. When they received it, they changed their mind and said they needed the original box and booklets... and they couldn't just replace the phone (ten days since I bought it) and let me send the stuff when I returned home. Cheers...
That said, when I could deliver the box I got a new phone right away from the dealer. SE had no desire to help at all.
I don't like buying phones from operators, rather be free to choose who bills me for the calls, but if the operators service team are better at customer care, I may just do that next time.
Hello everyone,
I want to share with you my worse-than-a-nightmare experience regarding the HTC support.
My current ticket number is 10USD420004057 in case someone from HTC actually bothers to read this.
I bought my Nexus One the day it was launched, making great efforts to ship it from the US to my country. Then it accumulated a lot of dust under screen and I have decided to let HTC take care of this problem under warranty. I have arranged a phone swap and they sent me a replacement phone. The replacement was basically in "ran by a truck" condition: scratches everywhere, the rear cover would not fit properly ! I have then decided to send the replacement back and send my own phone for repair.
After they finally repaired my phone (about one month later !) they sent it to a wrong address. It was lost. But this is not all ! My previously opened support tickets were changed from my name to another name and there was basically no evidence that I sent my phone to them ! Luckily I had the email notifications from those tickets and also the Google Checkout invoice and I sent them to HTC. Then they said they figured out the problem and they would send a replacement phone over to me. To get to this point, I called every 2-3 days for about a month !
Since then, I keep calling every 2-3 days and also sending emails to them after each call. Every time I call they say "there are no updates". This is happening for over a month !
So my phone is forever lost at HTC and they don't want to send me my phone or another phone back. From the 10 months since I had my Nexus One, it has spent 3 months at HTC before finally being lost.
So I have spent $530 + tax + shipping only to have HTC withold my phone forever.
Right now I am saving money for a Samsung Nexus S but I will still keep calling them every 2-3 days until maybe someone from HTC solves the problem.
This was my nighmare with HTC. My advice to you is DO NOT buy HTC phones ever ! If you ever have a problem with your phone, you're screwed.
PS: when I traveled to the US last year, a friend of mine entered an Apple store with his defective capacitive touchscreen on his first-generation iPhone. They gave him a new iPhone on the spot, in 10 minutes.
Sorry to hear about you're situation mate, sadly things like that can happen. Luckily i've had good experiences, sometimes mentioning legal action can motivate people to send equipment via special delivery
My work gave me a galaxy s which I am loving, shame its got no flash but im looking forward to the nexus s
Sent from my EVO using XDA App
I would contact my credit card issuer, personally.
oh man,this is phucked
that's a horrible situation, but it's believable. I've also heard about the replacement service with Apple. How awesome would that be?!?
On a different note, I'm going to laugh if they release a phone with 2.3 on it, before pushing an OTA to the Nexus One. hahaha
Happened to me, and possibly many other users. Their warehouse is so incompetent that it is not even surprising to hear something like this.
The way I got my phone back: talk to the floor supervisor immediately after the phone call is connected. Then threaten him/her that I'm writing to the newspaper/local stations.
After maybe a month or two, you should have someone contacting you. It took me 5 weeks of doing that, every day.
Contact your credit card company and initiate a chargeback for non delivery. Explain the details of the situation and be sure to explain the length of time its been, and the constant promises of rectification; and specificlly that they have never called you back to let you know whats happening.
If they agree the chargeback, then put a list of the events that have happened, and the people you've spoken to and email a copy with a complaint to the CEO of HTC, and whoever used to be responsible at google for the sale of nexus's just for good measure
comments like 'ill never buy a HTC again' arent that effective in complaint letters, use commnets like 'I appreciate in a large organisation errors can occur and are not always spotted, but i am astonished that once it was brought to your attention your company was incapable of dealing with the situation.'. You can also mention writing to the local press, and wether they would like to be quoted on a response.
Humiliation usually works
You never know your chargeback might go through and they might send u a nexus as a good will gesture.
OP- "After they finally repaired my phone (about one month later !) they sent it to a wrong address. It was lost"
That could easily have been the FedEx delivery man's fault instead of HTC. You need to get a FedEx tracking # from HTC and see the address on it to find out if HTC messed up writing the address or if the FedEx driver messed up delivering it.
I used to work at FedEx and knew of a courier that, eventually, got fired because he knew which boxes were iPhones, not deliver them, but say he did in the computer system, and sell them on craigslist.
does this apply for swap replacements? I went with the swap method, where they place a hold on my credit card. i really need the phone asap. What do you guys think, could they screw me up over? say they never received the package when i send it or what not? i would hate to have a wasted 530 on my credit card statement..
i just realized, if you do the swap method, what happens when they receive your phone they decide its not covered under warranty. do they ask for you to mail back their phone or do they say "eff u. u got a new phone, we're gonna keep your old one and charge you that 530 and tax"
i really hope its not the latter. if its out of the warranty, i rather them ask me to send the phone back and get my messed up one back.
im also getting a warranty swap. phones having some trouble reading a sim.
i've been googling and alot of people seem to have some issues with warranty replacement. some say the phones they receive are in worse condition than their old ones. that its has scratches all over the place. this def does not make me feel good. worse cause the cs lady assured me i wont be able to tell the difference between a new phone. lets hope thats true..
HTC Support was great for me!
I sent my nexus one in last thursday to have the power button repaired, they got it the next day and sent me an email that it was being repaired. This Tuesday I checked the repair site and it said it was repaired, I received it the same day, 5 DAYS, Awesome, I thought. Seems they replaced everything except the mother/logic board. My old screen let dust in between screens, had several dings in casing and digitizer was loose. It came back perfect in less than a week, hope you case turns out ok. I have only good things to say about them so far. And all this was at no cost on a phone i bought used.
I had horrible htc experience myself. They also lost my return phone, after 100 phone calls and few weeks later they found it. bunch of idiots over there.
did they apologize and try to make it up to you?
did you do a swap or a repair? i dont understand how a multimillion dollar corporation would be this disorganized..
Just another reason to avoid HTC for the time being. Sorry for your troubles. I hope they send you your N1 back or what you paid for it.
My phone kept rebooting every few seconds so I sent it in. They sent it back and it had the same problem. So I sent it in again. They sent it back a second time with the same problem. I called support again and they asked if I wanted to send it in again to see if they can fix it. I opted for a swap and got a different phone.
Im sorry ur having troubles at htc that does suck but ur glad the next nexus is made by samsung? Not tryin to be a **** but wtf are u smokin? That phone looks like a shiney turd an samsung phones are cheap pieces of ****. Im sorry but samsung doesnt deserve to use the nexus name that belongs to HTC who makes the best phones whether u like them or not.
worker1 said:
My phone kept rebooting every few seconds so I sent it in. They sent it back and it had the same problem. So I sent it in again. They sent it back a second time with the same problem. I called support again and they asked if I wanted to send it in again to see if they can fix it. I opted for a swap and got a different phone.
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Click to collapse
This is what I am worried about. I opted to not have a swap sent to me on the off-chance that HTC pulls a "your bootloader is unlocked so we are keeping your 530 bucks" or a sneaky "this is not covered by warranty" trick.
If my phone comes back and still reboots randomly, I am going to call back, opt for a swap and assume that since the first time it was covered by warranty, it should be covered again for the exact same problem (hoping logic is not lost on HTC).
I wish they sent a shipping number when the phone was done. It has been sitting as "repaired" for a couple days now.
I called HTC and told them my phone was randomly rebooting. They sent me an email while on the call with a prepaid fedex label and gave me my ticket number. I mailed it out the next day using the printed prepaid label. I got an email next day that they received my phone. 3 days later I got an email saying the phone was repairs under warranty at no cost and was shipped back. 2 days later the phone was in my hands no issue. Took about 5 days or so but 2 of those were non business days. So I have to say, no arguments about HTC at all here
All is well here...got it today. Relocked bootloader too.
Sent from my Nexus One 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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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.
So as you can guess from my sig. I have been using HTC's before smartphones were a thing (I swear I'm not that old!)
So when my HTC one got the purple camera issue I became upset, maybe their quality had dropped? I called the customer support 15 months after purchase to get it replaced, the CS lady was nice (and Canadian ) she emailed a prepaid label and I sent it out to Texas for a device swap. Granted my screen had a crack in it but I still sent it in for repair since the camera would not be affected by it. Anyways, since I was out of warranty I did get an email about having to pay $90 to get it repaired, I was assured by the tech before that I would not be paying for the issue but the repair center clearly did not communicate with the tech guys. After calling and having them prove that I actually bought the phone I was told that the swap would not done since there weren't any M7 phones left in inventory
Now this is about day 20 without a phone, I was using my flip phone from 2005 :silly: and clearly had it with HTC, I complained on their twitter about being a loyal customer and would not buy their future products then 2 days later I get an email with a shipping label that my phone was being shipped. Finally, 25 days later ( I was told its a 7 days thing) I get a new phone with a new ESN, screen was not cracked with perfect working camera!:good:
If someone from HTC is reading this, you have be back as a customer but please communicate better next time about the status of my phone, thanks
ninten5 said:
So as you can guess from my sig. I have been using HTC's before smartphones were a thing (I swear I'm not that old!)
Now this is about day 20 without a phone, I was using my flip phone from 2005 :silly: and clearly had it with HTC,
Click to expand...
Click to collapse
Only 20 days and you were stuck with a flip phone from 2005? I can beat that record
My first smartphone was a HTC Qtek S200 released late in 2005 that I paid $695.00 (CA) for and was so rare people would stop to ask me about it if I was in a restaurant and had it on the table.. It had a three year warranty back then. The speaker died and they fixed it no problem
About three months before the warranty ran out the speaker again broke so I sent it in to get fixed but it wasn't 20 days it was almost two full months before I got it back. The worst part was when I got it back it was DOA :crying: Wouldn't even start.
I complained of course (in a very nice way as I am Canadian LOL) but as the phone was so old they couldn't replace it as they didn't even have any. To the credit of HTC a very nice lady emailed me to try and work something out. I actually still have her skype contact as we chatted over skype a few times.
Before the phone had even been released they offered me a free unopened brand new gold box (gold box versions are pre-retail and are used as full working demos before a phone is released) of the HTC Touch Cruise. The gold box versions were going for around $725 on ebay at that time as the phone hadn't even been released yet.
They screwed up taking two months to fix my phone and then sending it out DOA but I was blown away by their offer to give me a free pre-release phone not even on the market yet.
It was a good investment on their part. I have never bought a smartphone unless it is made by HTC since then.
Hey everyone, I just got my new s7 edge yesterday and I put it to charge last night and I woke up without any charge. I plugged it in into several different outlets and chargers. But nope, nothing could've saved it. I went to my local t-mobile store to see if i can exchange it for another phone but they said no that I have to send it in.. They told me that I could cancel the jump on demand and just finance the phone and pay 100 dollars down. Said no thank you. Now I have to wait another 7-10 business days just to receive my phone. I called customer care and they said they will try to help me out. On the bright side at least I still have my Note 5 :good: I am currently waiting for a call from customer care to see if they can do anything to expedite my process.
No need to make a thread about it and there's nothing customer care can do you have to warranty exchange and the device is back ordered
Sent from my SM-N910C using XDA Free mobile app
duvalbmarley said:
No need to make a thread about it and there's nothing customer care can do you have to warranty exchange and the device is back ordered
Sent from my SM-N910C using XDA Free mobile app
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Click to collapse
I just wanted to provide some insight just in case anyone is facing the same thing as me. And also to see if I am the only one that received a defected S7 edge.
That's odd because I am on the Jump On Demand program as well and the manager of the store I go to said if anything is wrong with it within the first 14 days to just bring it back to the store and they will exchange it out.
smyc305 said:
Hey everyone, I just got my new s7 edge yesterday and I put it to charge last night and I woke up without any charge. I plugged it in into several different outlets and chargers. But nope, nothing could've saved it. I went to my local t-mobile store to see if i can exchange it for another phone but they said no that I have to send it in.. They told me that I could cancel the jump on demand and just finance the phone and pay 100 dollars down. Said no thank you. Now I have to wait another 7-10 business days just to receive my phone. I called customer care and they said they will try to help me out. On the bright side at least I still have my Note 5 :good: I am currently waiting for a call from customer care to see if they can do anything to expedite my process.
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Click to collapse
Did you get your s7 edge online by pre order or in-store purchased ?
When I have my Note 5 with JOD on 1st day when device release, the screen get dark in some spot on screen after 1 day of use, I went back there and they replaced for me to another Note 5 without any hold or problem , because still under 14 days , everything will be with T Mobile store if you get in store purchased , only send it back if order online.
If you get it by in-store , you can go to another store to replaced without sending device back and waitting ...
kendu2412 said:
Did you get your s7 edge online by pre order or in-store purchased ?
When I have my Note 5 with JOD on 1st day when device release, the screen get dark in some spot on screen after 1 day of use, I went back there and they replaced for me to another Note 5 without any hold or problem , because still under 14 days , everything will be with T Mobile store if you get in store purchased , only send it back if order online.
If you get it by in-store , you can go to another store to replaced without sending device back and waitting ...
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Click to collapse
I pre-ordered it in store, so does that mean I have 14 days?
smyc305 said:
I pre-ordered it in store, so does that mean I have 14 days?
Click to expand...
Click to collapse
Online or in-store is the same 14 days . The thing different between where you get them ....
Pre-order in store mean the store help you order it to ship it to you , it mean device come to you by shipping ( online order ) , I think that's why they can't replaced in-store ...
Order in store , you got device by them directly , no shipping or anything , defected happen just give it back and get new one in 1 2 3
I pre-ordered on 2/23 received phone on the 3rd only to find a dead pixels. So when you get your phone. Turn the brightness down low. Because when bright I didn't see the dead pixel. Anyway I call customer care. They told me to send phone back.