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Crap 1st post I know. A word of warning to anyone considering getting a Streak from these guys..
So I took my Dell Streak back to Carphone Warehouse as it had reception problems. They refused to replace the device and insisted on sending it to be "Repaired". 2 weeks later it finally arrives back in store for me to collect. Now, not only was the back plate bent but the screen is smashed...Storm back to the Store where they ummed and ahhed and proceeded to "Call Support" who, apparently, had to email their repair center to investigate as they didnt know their phone number?! Cant tell me IF they will replace the device let alone when...I would seriously warn people against buying devices from this company. Simply the worst service I have ever seen.
just phone dell directly and tell them what happened, be very demanding they will send you new device... that's what I did when I bricked my streak while updating to 2.1. Just got the new phone this morning
Interesting. Might give that a go in the morning. So gutted, was really looking to firing 2.1 onto it!
Please keep us informed how you get on
Despite my protests they are going to repair it again. Noone can tell me how long this will take. I truly cant believe this is happening! It took them 2 weeks to screw it up this badly. How long will it take them to actually get it back to me working?! Anyone got Charles Dunstone`s email address? I have some choice words for him regarding his so called company.
I would phone dell and inform them what is going on and how unhappy you are about it plus i would be Bombarding CPW's Head office with complaints via email and letter
Been going at it via Twitter, Phone, Reddit and Email.
have you put it in writing?
Have you given them a definite time period to replace/repair it ?
if the answer is yes then go to your trading standards department and get them involved to help you out..
Yes that is a good idea Fards and you can never beat a good old letter to one of the board members.
I had an Acer lappy broke, cut a long story short they would not repair it so found out who was on the board from PC WORLD as i got it from there and sent a letter every day to a different Board member a week later i got a voucher to go and choose a new lappy to the value of £600 but i originally only paid £400 so good result in the end
lufc said:
Yes that is a good idea Fards and you can never beat a good old letter to one of the board members.
I had an Acer lappy broke, cut a long story short they would not repair it so found out who was on the board from PC WORLD as i got it from there and sent a letter every day to a different Board member a week later i got a voucher to go and choose a new lappy to the value of £600 but i originally only paid £400 so good result in the end
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heh, i did something similar back in the day when woolworths was about. brought minidisc player from them and a week later it died, after multiple visits,emails,letters, phone calls they wouldnt replace it or refund it so i started to send 3000 xrated post cards to multiple woolys stores aswell as the head offices of kingfisher,managers,shareholders. it made the news/local papers and 1month later i got vouchers worth 3k through the mail. totally made up for all the money id spent of postcards n stamps
Waiting for a call from them today. Have consulted trading standards and will be proceeding with a letter if I get no joy from CPW today.
mrdegriz said:
Waiting for a call from them today. Have consulted trading standards and will be proceeding with a letter if I get no joy from CPW today.
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That's ma Boy, keep us informed
Hi all,
I have to agree with the OP and seriously warn anyone off from buying a Streak through CPW as there support and customer service for the Streak is worthless although my story is a little different.
On Sunday 8th August my Streak suddenly started flashing the three lights and going into a reboot loop so first thing Monday morning phoned 02 who told me to speak to CPW. So phoned CPW who told me to take it into a store which i did was then told they don't and can't repair or exchange Streaks and to contact Dell. Spoke to Dell who told me to go back to CPW oh what fun escalated up to a manager who again insisted go back to Dell and that he would look at what could be done phoned me back to say he will call again tomorrow as had no news and haven't heard from him since.
Tuesday received an E-Mail from Dell with the phone number to call which i did was told it takes 48hrs to arrange UPS collection and the up to 10 days before i would get it or a new one back.
Thursday still no collection by UPS so phone Dell told to wait 24hrs more which i did and still no collection.
Friday call Dell again and explain it still has not been collected and ask what is going on told what i was told previously was wrong and that a Streak would be sent to me and arrive within 48hrs business days only. This sounded like the sort of service i expected.
Tuesday UPS turn up for my Streak battery and cover with just a freaking label and no new Streak lucky i had an old Jiffy bag to put it in for it's journey to Hungary and wait another 24hrs to see if my new Streak arrives of course it doesn't.
Wednesday call Dell yet again and eventually get transfered to a manager explain everything that has happened and has been said including the fact it took 8 days to collect via UPS and on Friday i was told i would have new Streak by Tuesday. I explain this is unacceptable customer service as i am paying line rental on a device i can't use that has hardware fault and it has taken 8 days just to collect and i was told i would have a new device with me by Tuesday.
He tries to tell me thier systems aren't set up right as it's new and sorry for the delay i explain as a customer that really shouldn't be my problem and that if they can't support selling a product they shouldn't sell it. Say's he will look into it and call me back with an update of course no return call as of yet.
So far i have been really calm and polite but enough is enough tomorrow i am not going to accept being fobbed of with promised call backs i want a new Streak sent to me within 48hrs especially as i read that Dell are doing this for people so why not me.
I would advise not buying anything not from the Network the reason i bought my Streak from CPW in the first place and not 02 was it was meant to be Sim Free as all CPW normally are and i was going to get it sooner. It turns out i got it after i could of from an 02 store it's not Sim Free as in unlocked and CPW are totally useless and offer no support even though they sold me the device.
I love my Streak and think it's a great device but Dell seriously need to get their act together or forget selling smart phones a not very happy Streak user right now.
Marc
Just rang the little dears to be told "We dont open til 10" They must need a lie in after a hard days ripping people off!!
Apparently, now it has gone to Birmingham..Bloody phone gets around more than I do!! I have to wait a week for my replacement...By which time CPW will have had my Streak for as long as I have...Superb!
@mrdegriz
I have no idea why yours has gone to Birmingham as i was told CPW can't repair Streaks as they don't have any parts or software to do so. As i said above mine took 9 days to be collected by UPS and is now on its way to Hungary and should be back within 10 days which i will be interested to see how true that turns out.
Both CPW and Dell have been utterly useless and after this i won't be dealing with either of them again nor 02 for that matter. I have just bought a Galaxy S direct from VodaFone and will sell the Streak or just use it for mucking around with if and when it ever gets back.
Marc
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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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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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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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!
I was a little inspired by the thread below and so I decided to share my horror story with you all. Interestingly some of the names in that story are the same.
forum.xda-developers.com /showthread.php?t=789525
For your reading pleasure I have copied here a letter I wrote to Peter Chou, CEO of HTC (and others). The surnames have been removed to protect the guilty.
I will provide updates when I get them.
Dear Mr Chou,
I'm a computer programmer and open-source enthusiast. I have been very impressed by HTC's line of Android-powered phones. They combine the power of the latest smart phone technology with the flexibility of open-source software. I watched for months as various companies released various phones in search of the right phone for me. Many of the offereings by other companies just didn't fit the bill. I eventually settled on the HTC Hero because it was finally a phone that would do everything I wanted and I could also write programs for it myself. Since then I have immensely enjoyed the experience of the phone and have recommended HTC to many of my friends (who generally listen to my advice). I went out of my way to buy this particular phone because I was convinced that HTC was a good brand and that this was the right phone for me. I live in Australia but I bought the phone while I was overseas in Europe since it was not on sale yet in Australia. My recent experience with your global warranty repair centre in the USA has shaken my confidence of your brand and I have stopped recommending that my friends buy HTC phones based on the poor level of customer service I have experienced. My problem with getting the phone repaired under warranty is ongoing and as of today I am still without a fully functional phone. If you could take the time to read the details of my complaint below and suggest a remedy for my problem that would be greatly appreciated. After more than five months battling with the warranty centre I feel they are not able to resolve my problem.
I first sent my phone for repairs to HTC on the 6th of May 2010 and it is still not repaired or replaced as of today the 7th of October 2010. I have had five months without a fully functional phone. I have spent five months waiting for correspondence from the repair centre and been forced to call many times when it was clear they would not contact me. Briefly, my phone had two problems - one of which was fixed and one wasn't. The phone was returned to me and I then contacted HTC to tell them they had only fixed one problem. They then spent two months trying to figure out how to arrange to have Fedex pick the phone back up so it could be fixed a second time, it was with HTC for a month and was then eventually retuned with the original problem still present. After a further six weeks of being promised that replacement phone would be sent I have not received it and I am constantly told by your staff that I should just wait a few more days.
There were multiple points of failure in your systems which have led to me still being without a phone and I'll outline them below. At the end of this email I have detailed all of the correspondence I have had with HTC so you can see just how much trouble this has been for me. I have spent a total of 10.5 hours on the phone with your staff over the last five months and they still have not fixed and returned, or replaced my phone. These calls have cost me dearly in international call costs as well as lost time having to stay up at night waiting for your staff to get in to work. I expect better of an international company like HTC. I especially expect better than what I got after I paid so much money for a phone that I haven't been able to use for five months.
My phone is a GSM HTC Hero with S/N HXXXXXXXX6 (however the main board was changed during the repair process, so this may have changed).
Here I will list the failures of your warranty system, and attached is a detailed description of all of the events surrounding this issue.
1. HTC Australia doesn't cover warranty on phones bought outside Australia. For pure convenience alone this is absolutely appalling.
HTC Australia imports identical phones to mine (GSM HTC Hero) and sells them here. It is just unbelievable that they don't cover warranty repairs on identical phones bought overseas. This complicates postage and communication with the service centre immensely. Instead of making a local call during normal hours to check the status of my repair I have had to call international at great expense and in the middle of the night.
2. HTC Warranty repair centre in the USA can't make international phone calls.
Since I am forced to use an international repair centre to get my phone fixed it should be entirely reasonable that the centre should be able to communicate with me. The "policy" that international calls are not allowed basically means that I can't be contacted by phone to be told of the status of my repair. Despite the fact that my phone has been under warranty repair status for over three months, this policy has not been modified or changed for my special circumstance. It is just unacceptable that I am forced to use an overseas warranty centre, but that centre is not allowed to call me.
3. Staff at the HTC Warranty repair centre don't all know about the ban on international calls.
Multiple times when talking to phone staff at HTC I was told I would get a call back. Very few staff realised that they could not call me back because of the ban on making international calls. As a result of this I have been left waiting for days multiple times waiting for a call I was promised to receive. Once I finally found out that international calls were banned I had to remind the staff each time I spoke to them that they couldn't call me back and that they would have to email me back instead. Most of the time this caught them by surprise.
4. HTC failed to contact me during this entire five month ordeal.
Ignoring the couple of automated emails I got at the very beginning telling me that the RMA had been setup I received a grand total of ONE email from HTC in the first three months during the first two repair attampts. I was told EVERY SINGLE TIME I spoke to them on the phone (at least 28 times) that I should expect an email in the next few days telling me about the status of my repair. I received a total of ONE email, and ZERO phone calls the entire time. I would not care so much if I was told that there was no way for HTC to contact me, but every time I spoke to someone on the phone I was told to expect an email in the next few days and none ever came. This is simply appalling customer service. This is the kind of neglect that you expect from low-quality brands who don't care about their image. This is the kind of thing that drives customers away. How hard is it to send me an email? How hard is it to set a reminder for someone to check the status of my repair and contact me about it? Is it really that difficult? This point absolutely infuriates me. Every time I called customer service I reminded them that they had never sent any of the emails they said they would and all they said was that they were sorry and that I should just keep waiting. Absolutely unacceptable. Just appalling behaviour.
5. HTC did not fix my phone the first time.
There were two problems I reported on the first RMA and only one of them was fixed. It is clear that the warranty repair department did not read the instructions properly before they began working on the device.
6. HTC did not contact me before they sent the phone back the first time.
If HTC had contacted me before they returned the phone I would have asked them to check that both problems were fixed. Instead they shipped the phone back to me without any notice, and subsequently it was returned with one problem still present (and immediately obvious).
7. HTC did not fix my phone the second time either.
After spending three months on the phone with the HTC staff the phone was returned unrepaired! That is breathtaking incompetence!
8. HTC staff do not understand how to use Fedex.
This is a serious issue. For two months I waited for the "pre-paid label" which I was meant to be sent so that I could return the phone for a second time at HTC's expense. Not a single person I spoke to understood how Fedex worked nor how HTC's return shipment system worked. It took two months to send me what is essentially a filled out Fedex waybill. The kind that any business has in the stationary cupboard. At first I was told to expect a pre-paid label by email. After several phonecalls and a few weeks of waiting that never came. Then I was told that, no, I was going to receive a paper pre-paid label via post. Again that never came. Then I spoke to someone who had the bright idea to get Fedex on the phone so we could all work it out together. After 3 seconds on the phone with Fedex the HTC staff member realised I was not in the USA and hung up on Fedex. The label still never arrived. After about three weeks of calling I was told that actually, no, since I was overseas I wouldn't be sent a pre-paid label and I would have to pay for it myself. I protested to this appalling level of warranty service and it was agreed that I would be sent a pre-paid label. Still it didn't arrive. I called numerous times and asked for the Fedex account number so that I could just fill out a waybill myself, but I was told that wouldn't work (of course it would). I was told numerous times that I should expect an email any day, but no email ever came. I was lied to constantly by people who did not know how to do their job. Fedex is one of the most simple and convenient services on the planet. If you want something shipped to you or shipped to someone else you call them and they come and pick it up. If you don't have the right paperwork they will bring it with them. What I finally received months after my initial request was a stock-standard Fedex waybill with the HTC address filled in and the HTC account number filled in. If HTC was not so unbelievably stupid they could have just given my the account number on day 1 and I could have called Fedex and had it picked up that day. Instead I had to spend two months on the phone with idiots who don't know how to use the most convenient service in the world. You should fire the entire call centre staff and the entire packaging/receiving staff in your US warranty centre. They do not know how to ship a package overseas, and that is their job!
9. Your warranty repair centre moved locations and I was not told.
Between the creation of the second RMA and the arrival of the Fedex waybill you moved your service centre from Houston TX to Stafford TX. Fortunately the waybill had the correct address, but had I returned the phone using my own methods it could have ended up going to the old address! At no point was I contacted to tell me that the address had changed and that I should ship my phone to the new address. Another failure in your system.
10. I was not told to include an FCC form with my shipment.
The staff at your call centre did not tell me in any of the conversations we had that I would be required to fill in an FCC form to send my phone to the USA. Fedex knew all about it, but your staff were completely clueless. My phone was delayed in its return shipment by a week because it was held up at customs waiting for me to fill in a form. I should have been told about this, and your staff clearly have no experience dealing with international warranties.
11. Your call centre is not in the same state as the repair centre.
The staff at your call centre, who I've been on the phone with for over 7 hours are not even in the same state as the people fixing my phone. Between the 16th of July when my phone was delivered by Fedex to HTC and 6th of August when HTC finally found it noone at the call centre could tell me where my phone was or if you had it at all. It was impossible for someone at the call centre to walk over and find out where my phone is, and it was impossible for the supervisors also. The staff who have the job of fixing my problems have absolutely no way of knowing what is going on because they are not in the same building as the job that needs to be done.
12. Your call centre staff are not allowed to call the repair centre.
Absolutely baffling, is that the call centre staff along with their supervisors are not even allowed to call the repair centre! After I have been calling up for three months I found out that noone I have been speaking to can even talk to the people who are meant to be fixing my phone! They are only allowed to send emails, and once they send an email they are not allowed to check if they get a response. They have to wait for someone on the other end to send an email back. This is a black hole. How the hell can someone get something done if their communication is only one way? How can you possibly make a job like mine, that has taken three months, a high priority if you can't yell at someone? I have been yelling down the phone in the nicest possible way to your staff and they can't even pass it on! Absolutely appalling business practice right there.
13. The "supervisors" are not authorised to do anything at all I have escalated my call many many times and every time I speak to a supervisor, I may as well be speaking to a brick wall.
They have never offered to fix my problem, they have never offered to do anything but send an email to the repair centre and wait. I have even been promised direct email responses by more than one supervisor and received only one. What is the point of having a supervisor with no authority? They can't call the repair centre. They can't offer to send me a replacement phone. They can't fix my phone. They can't even tell me where my phone is. Your supervisors are completely useless, in fact worse than useless because they have taken up so much of my time and done nothing for me at all.
14. Your policy of 24--48 hours between arrival and scan-in is pointless.
I was told that you have a policy that all phones will be scanned into the system between 24--48 hours after arriving at the service centre. My phone arrived on the 16th of July and was scanned in on the 6th of August. That's 504 hours! What is the point of having a policy of 24--48 hours delay when it takes 20 times longer than that in reality?
15. There is never anyone senior to speak to at the call centre.
I have, on numerous occasions, asked to speak to someone senior. I have been put through to a “supervisor” many times but these people, as described above, have no authority. The more senior managers, I am told, are rarely there and so I have never been able to speak to one. I have to stay up late to call due to the time difference, but even if I stay up til midnight (which is 10am at the call centre) there is still never a senior management person to speak to. This is unacceptable. If the supervisor staff can't fix my problem then there needs to be someone else at hand who can.
16. After more than six weeks I have still not been sent a replacement phone
As an international phone company it should be part of your core business to send people phones. I have been battling with your company for five months to get my phone replaced and when finally it was agreed that a replacement would be sent, after six weeks I am still waiting. This is more rank incompentence.
I think I have quite thoroughly shown that your service centre/call centre in the USA is in an appalling state of mismanagement. I am without a functional phone for five months and counting, I have spent 10.5 hours on the phone paying international call rates with your staff trying to get my phone fixed and you have just shown incompetence at every level at every stage. At no point was I offered a solution which would fix my problem. At no point was I given any confidence that my problem was about to be fixed. At no point was I convinced that your staff which I spoke to so regularly had any idea about the warranty repair process they were meant to be helping me with. At no point did I receive any of the communication I was promised. Email is free and I find it just atrocious that I was promised so many emails and received only one. I have no confidence that anyone at HTC cares at all about getting me a working phone back in my hand. It is just a shocking state of affairs when a service company like your repair centre can't even communicate with its customers.
I am still waiting for the delivery of my replacement phone.
I am also awaiting your response.
Sincerely,
Me
Appendix: Record of events and all correspondence between myself and HTC USA Global Warranty Centre
I will outline the various events in time below and included a brief comment from each of the phone calls I had with HTC. I have also included the length of all of the international calls I have had to make during this period.
• October 2009 I purchased the phone outright (unlocked), a GSM HTC Hero while overseas in Europe. I brought it back to Australia and used it as my primary mobile.
• 4th May I diagnosed my phone with two problems. One where the trackball light would not go off and another where the usb connection would not work. I did a factory reset and the problems persisted.
• 4th May I called HTC Australia to check it in for warranty repairs but I was told that they could not fix it because it was bought overseas, despite the fact that HTC Australia sells the identical product here. I was told I had to call a global warranty centre to get it fixed
• 6th May (15 mins) Called HTC and spoke to HTC global warranty centre in the USA using their "freecall" number which is not free for me calling from Australia. I opened an RMA with them and they explained to me the process. I would pay for the shipping to them, and they would pay for the return shipping. I might be charged a $20 global warranty fee for the privilege of having my broken phone fixed under the warranty that I had already paid for when I bought the phone. I was told I'd receive the RMA confirmation and address via email. I was also told that the repair job itself came with a 3 month warranty.
• 6th May received RMA confirmation USMXXXXXXXXX-XXXXX via email.
• 7th May I shipped the phone to HTC via UPS at my expense.
• 12th May received HTC Global Warranty Service Invoice for $20USD via email
• 15th May received Fedex tracking number via email 4XXXXXXXXX49 Item was picked up on May 13.
• Up until this point the process was fairly swift and I was left feeling rather satisfied that my phone was fixed so quickly.
• 18th May received phone back via Fedex. I switched the phone on and immediately realised that one of the problems had not been fixed. The trackball light still remained partially illuminated as originally described all the time. The USB connection now worked.
• 18th May (20 mins) Called HTC to speak to them about the problem that was not fixed. They said they would create a new RMA, send me an email about it with instructions on how to send it back. They also said that since it was already fixed under warranty once that I would not have to pay for the return postage and I wouldn't be charged any further warranty service fees. I was told I'd receive a "pre-paid label" via email which I could use to get Fedex to come and pick up my phone at the expense of HTC
• 24th May (13 mins) Called HTC because I had not received any emails regarding the RMA or prepaid label.
• 24th May received RMA confirmation number USM1XXXXXXX524-XXXXXX3 via email
• 28th May received a Payment receipt for order TELXXXXX0 for $20USD via email. This was completely unexpected since I was told I wouldn't have to pay a second fee.
• 29th May (15 mins) Called HTC about the second $20 fee email. I was told it was probably a mistake, but the person on the phone couldn't be sure how many times my credit card was charged. Very discouraging.
• Consequently I have discovered that I was only charged once.
• 1st June (10 mins) Called HTC again about the pre-paid label. It still hadn't arrived and I had received no email correspondence about it.
• 2nd June (8 mins) Called HTC again about the pre-paid label. It still hadn't arrived and I had received no email correspondence about it.
• 7th June (30 mins) Called HTC again about the pre-paid label. It still hadn't arrived and I had received no email correspondence about it.
• 8th June (20 mins) Called HTC again about the pre-paid label. It still hadn't arrived and I had received no email correspondence about it.
• 11 June (20 mins) Called HTC again about the pre-paid label. It still hadn't arrived and I had received no email correspondence about it.
• 16th June (32 mins) Called HTC again about the pre-paid label. It still hadn't arrived and I had received no email correspondence about it. I spoke to Samanth on the phone and supervisor Krishana X.
• 22 June (20 mins) Called HTC again about the pre-paid label. It still hadn't arrived and I had received no email correspondence about it. Spoke to Josh who gave me the number for Sprint support (which is irrelevent). Brian X (supervisor) told me that the prepaid label may well be on the way already. But he could not confirm this.
• 23 June (20 mins) Called HTC again about the pre-paid label. It still hadn't arrived and I had received no email correspondence about it. Spoke to Les X. Again spoke to supervisor Krishana X she told me she was working with her special contact at Fedex to get this very special situation fixed. I don't really know why the situation of shipping a phone from one place to another was so special, but she assured me she was onto it.
• 24th June Received email from Krishana X regarding Pre-paid mailing label, saying that the label was sent out to me and should be received within days.
• 30th June Received a filled-in Fedex waybill from HTC. An absolutely standard Fedex waybill with the shipping address filled in and the account number filled in. After two months of waiting for a "pre-paid label" I was sent a stock-standard Fedex waybill which I could have gotten from my stationery cupboard.
• 30th June (7 mins) Called HTC to check the address on the Fedex waybill I was sent (which was different from the address I was sent in the RMA instructions). Tells me that HTC has moved to the new address (4000 Green Briar, Suite 200 Stafford Tx 77477) from their old address. At no point prior to this call I initiated did HTC ever tell me they had moved address.
• 1st July Item shipped back to HTC using Fedex waybill I was sent - tracking number 87XXXXXXXXXX7
• 6th July Phone arrived in USA but was held up by customs because there was no FCC form. The HTC RMA at no point mentioned that I had to provide an FCC form to customs
• 14th July Phone released from customs in USA
• 16th July Phone delivered to HTC by Fedex
• 22nd July (14 mins) Called HTC to check the status of the phone repairs. I was told that the phone "had not been scanned in yet" and that I would be sent an email telling me what the status was within a few days.
• 27th July (29 mins) Called HTC to check the status of the phone repairs. I had received no emails from HTC. Spoke with Eric X (supervisor) and promised he'd walk over and get this done. He said he's part of the new management team, and that things were working much better now than they used to. He still had no idea where my phone was. He told me he'd email me to update me about the status.
• 28th July (12 mins) Called HTC to check the status of the phone repairs. I had received no emails from HTC. I was told supervisors don't come in til 10am and the call centre and supervisors aren't in the same building as the repairs. 10am corresponds to midnight where I'm calling from.
• 30th July (50 mins - midnight til 1am) Called HTC to check the status of the phone repairs. I had received no emails from HTC. Spoke to supervisor Nicole X. I was told there was no way that she could contact the maintenance place by phone, only by email. All she could do was send an email and wait to hear what came back.
• 6th August (60 mins) Called HTC to check the status of the phone repairs. I had received no emails from HTC. Spoke to supervisor Daniella X. She told me that they found my phone and will fix it soon. She said she would send an email update at Tuesday at the latest. She told me that there was no way she could call me back because she wasn't allowed to dial international, and that she could not contact the warehouse directly, and that there was no way that she could promise that anyone would follow up my problem.
• 16th August (35 mins) Called HTC to check the status of the phone repairs. Spoke again to Chad. Then spoke to supervisor Nicole X who told me there was noone more senior in the building yet (it was 10am at the call centre) and that she was the most senior person I could speak to. She said that the phone had not yet been diagnosed but assured me that they had it. She cited the fedex shipment delivery as evidence that they had the phone and could not verify whether anyone at the repair centre had looked at the phone. She told me that someone from management (either Britney X or Brian X) would get back to me in the next day or two about the status of the phone. She said she would send an email to the service centre asking them to send me a new replacement device.
• 17th August. No contact received from HTC. Phone still not fixed or returned. No emails or phone calls received from HTC since 24th June.
• 17th August (35) Called HTC to check the status of the phone repairs. Spoke with Levi. Was put through to supervisor Nicole X. Was put through to the person working on the case - Brian X. Brian told me that their warehouse transition (when they moved from one location to another) caused delays in the repair processes. He says the device was diagnosed yesterday. He will refund the $20 global warranty fee originally paid, send me an email tomorrow with details of that refund and he said the phone will be fixed in two days. He said he will look into getting a new phone sent from somewhere since he doesn't think they have complete phones in stock.
• 18th August. Received email from Brian X stating that the repair centre are still repairing and testing my phone.
• 19th August. Received second email from Brian X detailing the refund of the $20 global warranty fee. Checked bank details later this week and it had indeed been refunded.
• 19th August. Received third email from Brian X stating that the repair is complete and the phone is in testing.
• 20th August. Received tracking number (FedEx 4XXXXXXXXXXX2) in automated email for the return of my phone.
• 23rd August. Received the phone back. I opened the package, switched on the phone and noticed two things:
1. The phone showed identical symptoms to the problem that it was sent in for. It was not fixed!
2. The phone had a sticker on the screen which left sticky residue all over it.
• 23rd August (60 mins) Called HTC about the absolute incompetence they showed in returning the phone a second time unfixed. Spoke to Levi X, who put me through to supervisor Nicole X who again refuses to send me new phone since she says they don't have them. Found out that Krishana X is her boss. Spoke to Brian X who said he will look into the possibility of getting a replacement phone and email me in the next day.
• 25th August (30 mins) Received no email and so called HTC to find out why. Spoke to Michelle and waited on the phone with her while Brian X was coming in to work. Spoke to Brian X who told me he had overlooked sending me an email. He says the problem has been sent over to corporate office to deal with.
• 26th August. Received email from Brian X saying that a replacement phone had been authorised, and it could take a couple of days to find a replacement. He said he would keep me updated via email.
• 1st September (10 mins) Called HTC to find out the status of the replacement phone. Spoke to Chardene X and then was put through to Brian X. He says he sent a request late yesterday to Taiwan and waiting for them to get back to him about the replacement phone.
• 28th September (20 mins) Called HTC to find out the status of the replacement phone. Spoke to April who transferred me to Brian X again. He said he had stopped working on the problem because he thought the corporate office was working on it (I have received no communication from the corporate office). He refued to give me the details of any contact details for the corporate office, because he said that was “innapropriate”. I demaned that Brian get them to contact me directly asap about fixing this situation.
• 5th October (36 mins) Called HTC to find out the status of the replacement phone. I spoke to Cynthia X who told me that Brian X is in a meeting. I was put through to Britney X who is an escalation specialist. She told me she knew nothing about the case and that the details of the replacement phone were not in her system. She said she will get Brian to email me, and she said she tried to get him out of the meeting, but that was “not possible”. I was put through to Krishana X who is Brian's boss. She tells me that I should expect an email by close of business today. She had no further information about the status of my replacement phone.
• 5th October. Received email from Brian X saying that “I can assure you that efforts are still underway to locate a suitable replacement. However, at this time, I have not been provided with any additional information”
you'll get it handled man.
ive been through the exact same bs.
sooner or later, this call centre will get shut down. They were recently switched to, but they will be investigated internally if enough complaints actually get to the HTC HQ
Disgraceful support from HTC. Let us know what they respond with, if they even bother!
Did you actually get a response? I'm currently going through my own dramas with a Touch Pro 2:
http://www.crc.id.au/2010/11/25/htc-when-warranties-go-bad
Here is the rest of the story. Including the happy ending
• 7th October. Received email from Brian X saying that “I am sending this message to ensure that you are kept up to date with the progress of locating a replacement device for you. At this time the delay is due to a lack of appropriate devices which will be able to access your carrier's 3G network on the same frequency bands as your current unit. Again, I can assure you that efforts are still underway to locate a suitable replacement. I will continue to keep you up to date with further information via e-mail, as it becomes available.”
• 22nd October (30 mins) Called HTC to find out the status of the replacement phone. I spoke to Angie X. She told me that Brian X had gone for the day and put me through to supervisor Tania X. She didn't know anything about my case and couldn't tell me when I could expect the replacement to be sent. She said I should call back the next day when Brian and Krishana would be in to talk to them. She told me that the person dealing with my case at corporate headquarters was Jim X.
• 23rd October (60 mins) Called HTC to find out the status of the replacement phone. I spoke to Eric and he told me that Brian X was not available again! He said that he was on another level of the building and could not be contacted by mobile phone. He eventually put me through to Krishana X who said they were still trying to resolve the situation and could not tell me how long it would take to send the replacement phone. She appologised profusely but did not offer anything in the way of a resolution to the problem. She said she would send me an email that I could reply to (not from a bogus address) and would talk to the corporate office and the warehouse to see if they could help resolve the problem.
• 23rd October (15 mins) Called HTC corporate headquarters using the number I found on the website (+1 4258619174) and found the extension of Jim X (who is the head of customer service). I left a message asking him to call or email me back about the situation and explaining all the drama I was going through with the warranty repair centre.
• 26th October. Received an email from Krishana X from the bogus address. The email stated “Per our conversation, we apologize for all the inconvenience you have been caused. We are currently working with our headquarters to resolve your case. We will send you confirmation once complete. You expressed you wanted an email address in which you could converse with us oppose to calling. Please access htc.com/US. Proceed to click on "contact us." You will have the ability to send us email correspondence. Please add your case # XXX to any communication you send.” Again the email address is bogus (from htcamerica.com which is owned by the Hollywood Theatre Company)
• 26th October. I attempted to send a message to HTC using the online web-form and received an automated response. I then later received a human email response telling me that they would forward the message on to Krishana X for me. This email was from a no-reply address.
• 5th November (15 mins). Called Jim X again and left another voice message as before. Still no response.
• 5th November (23 mins). Called HTC warranty repair centre and spoke to Andrea X. She read the notes on the case and told me that Krishana X had sought approval for a replacement phone (again) on the 25th of October. Neither Krishana nor Brian were available to speak to.
• 9th November. I sent another message to HTC using the online web-form and again received an automated response (ticket number XXX).
• 10th November. I received a (partly) human email response to the web-form telling me “We have indeed been working to resolve your case. We will be contacting you soon with results.” which is not very helpful. However this time the email had a link where I could use an online system (contactus.htc.com/wFrmMailLogin.aspx) to respond to them. After nearly 7 months I have finally been given a means to communicate with HTC without having to wait on the phone at midnight.
• 10th November. I replied using the web-based ticket system explaining that I expect more of a response than simply “We have been working to resolve your case”.
• 11th November. I received a response via the web-based ticket system (and a notification email) from Chris telling me that he spoke with Brian X and he assures me that the case has been escalated to corporate headquarters, and that they will be contacting me directly regarding the case.
• 11th November. I responded via the ticket system that I have been told the same thing for 15 weeks about how corporate headquarters were working on it and they still haven't contacted me.
• 12th November. I received a response from Chris via the ticket system telling me that he understands my frustration, and that he has assurances from corporate office that the replacement phone is being sought and that they will contact me.
• 12th November. I responded via the ticket system that I demand to be contacted immediately by the corporate headquarters to get this sorted.
• 13th November. I received a response from Chris via the ticket system telling me that my message will be relayed to corporate headquarters.
• 16th November. I respond via the ticket system with a message addressed to Jim X saying that I demand to be contacted and outlining how many times I have been promised contact from corporate headquarters and received none.
• 17th November. I received a response from Chris via the ticket system telling me that my message will be relayed to corporate headquarters.
• 23rd November (42 mins). Called HTC warranty repair centre and spoke to Nikki. She told me that Brian doesn't come in until 9:30am (which is 1:30am my time). Spoke to supervisor Nicole X again and she said she would speak to him about it again and that I should expect an email.
• 23rd November. Called HTC again, but was told by April X that Brian actually wasn't coming in today and that I should call back again another time.
• 23rd November. Left another message with Jim X at corporate headquarters explaining the situation and giving him my email address and phone number
• 24th November. Recieved an email from a no-reply address from Brian X saying that he has no additional information for me, but that he assures me corporate headquarters are working on it.
• 25th November. Received a very nice and honest email from Jim X using a regular email address that I can reply to. He offers to send me a Nexus One to replace my phone along with a few accessories.
• 25th - 1st December. A few emails back and forth with Jim X about the precise model of phone, shipment and power adapter plugs for the charger. This is the most convenient, direct and useful communication I have had with HTC to date.
• 1st December. I received an email from HTC about the shipment with the Fedex tracking number.
• 6th December. New Nexus One phone delivered, along with desktop dock, car dock and a few different charger plug adapters. Finally, after 7 months to the day, I have a working phone again.
holy ****!
I have been arguing with HTC Singapore, Australia and America for 7 weeks now and I'm starting to wish I had taken more appropriate notes like yours.
Today Mr Fedex turned up with a waybill to ship my Touch Pro 2 back to HTC Singapore (for the second time) for repair. HTC will screw you if you let them.
It took a day or arguing with them to make them honour their warranty statement and get them to pay for shipping to/from the service centre. I've been told that the repair may take 4 weeks when they get the phone (which Mr Fedex says should be tomorrow!).
Thankfully, I manage to get onto the same person at HTC all the time - Francis - which is on the Australian service desk and apparently a supervisor.
My g/f and I have even had arguements with the HTC call centre guys about being put through to Francis for each call. As I am sick of repeating my story every single time, we now ask straight away to be put through to him and refuse to tell the first guys anything - One agent argued with us that he couldn't transfer the call until he knew what it was about - oh boy did my g/f give him an earful
Anyhow - I have enclosed a letter with the phone as follows:
HTC Repair Notes:
THIS UNIT HAS BEEN REPAIRED ONCE BY HTC SINGAPORE. SAME FAULTS EXIST.
My current list of faults on the phone is as follows:
1) USB Port can only be used for charging. No data transfer is possible over the USB port. This is the exact same issue HTC Singapore was supposed to repair.
2) Battery life is awful. Before the fault reoccurred, I would get ~28 hours battery life with usage. Now I am lucky to get 14 hours of standby. I have included the battery for evaluation as there may well be an issue with the battery as well.
3) LED behind the DEL key on the keyboard is stuck at full brightness. This was a new fault after having the phone returned by HTC Singapore.
4) When sending a text message using the keyboard, if I press the End button to return to the HTC sense screen, then close the keyboard straight away, HTC Sense will hang requiring a reboot or reset.
5) The GPS is VERY slow to fix to a position and sometimes cannot get a fix at all. Attached is a picture of my Touch Pro 2 next to a relatives Touch Pro 2. Note that the one on the left has a 7 sat fix, whereas my Touch Pro 2 was unable to get a fix. This photo was taken after leaving both phones side by side for over 20 minutes.
6) The battery will constantly overheat when charging. This is indicated by the notification LED flashing orange and green and the phone stops charging the battery until the phone has cooled down. During this time, the phone feels very warm to the touch.
As this is the second time this phone has been repaired, please PLEASE test it thoroughly before returning it. It would be preferred if a complete new replacement could be sent back instead of this second faulty phone.
Thanks
Click to expand...
Click to collapse
I sympathise, since I would be lost without my phone and I hate the calling process you have to go through to get the simplest of things resolved these days.
However, I do have to ask (whilst hoping your new Nexus has placated you!), why you chose a US service center when the phone was purchased in Europe?
richuu said:
However, I do have to ask (whilst hoping your new Nexus has placated you!), why you chose a US service center when the phone was purchased in Europe?
Click to expand...
Click to collapse
Well basically there are five global warranty centres - UK, US, Taiwan, Hong Kong and Singapore. I decided to use either UK or US to ensure there was no language barrier, and then it was a matter of which time zone matched up better. It appears as though the US has better opening hours (see link below), but actually this is their service hotline, not the warranty centre. So it turns out I ended up calling them after midnight anyway.
If I was going to do it again I would have chosen the UK centre since my model of Hero was sold in the UK, but c'est la vie.
http://www.htc.com/europe/CA_Hotline.aspx?region=GWS
I thought that I'd post a new update...
I got my TP2 back from HTC yesterday. HTC picked it up (well, Fedex did) and I got it back in about a week. This is great service! If only if had happened 7 weeks ago when I first reported the fault....
As this is the second time I've had to send this Touch Pro 2 back, I'm a bit hesitant to say everything is all good - but we'll see if all is ok in time.
*This is just a joke dont take me seriously*
I do find it odd, that all the folks who work at HTC Have the same last name... X, hmmm.
Hey Gang,
Been dealing with Dell customer care over 3 weeks now trying to get my Streak replaced and it has been a nightmare... I just wanted to share my story with the community...
So I have had my Streak for about 2 months. When i first got it, i noticed the LCD would bleed if i put any pressure on the corner of the earpiece, I didn't think much of it until the bleeding became permanent and my screen began to wither away like it was cancerous.... So I call Dell's mobile service customer care area and explain to the nice lady my problem. She was very helpful and took it very seriously and said they would go ahead and send me a replacement ASAP and I should receive it in a couple of days and would get an email that day with the details of the claim. Great! Case closed or so I thought... That was call number one...
Next day still no email, i call them back and the lady i talk to says they didn't have my phone number so they couldn't send the email? Ok, whatever, here is my phone number, and the email arrives an hour later. Check online at the status of my claim and the claim has no info, but i don't worry about it until a few days later when nothing is updated. Called back, guy i talked to was rude and said the order was pending and it should updated by noon, noon nothing happens, i call back and the guys says it is pending and that they are probably on back order, he has no idea how long. At this point i am pissed... the next day i check online again and the order has been canceled for some reason! Call back again (call number 5) and the guy is like, oh must have been a mistake i will open a new order for you, "fuuuuuuu!!!". Couple of days later, no update on the new order, call back and the guy spews the same BS, ask to talk to manager and he says he will take care of it. By the end of the day it is shipped out. Receive it last Friday, 3 weeks after initial call, pop in my sim card and the phone is locked to another network!!! Has the rogers crapware on it but wont accept a rogers sim... FML... call them back, Friday morning, the lady says i will have to call back on Monday as the department that does the unlocks is unavailable... Call back this (Monday) morning and the lady i talked to said the IM was down with the dept that does the unlocking and she would call me back before lunch, no call back so i call again, another lady i talk to looks into it and says i will have to wait 48-72 hrs to get the code. I ask to talk to the manager and he says the same thing, that the only way they can get it is to email the other dept and wait for a reply. "So you cant phone them?" "no" "You are saying that Dell cant contact Dell to get an unlock code for a Dell phone?" "no" "I can go online and spend $20 and get the phone unlocked in 5 mins and you, Dell, the makers of this phone, are telling me i have to wait another week to unlock the phone that they took 3 weeks to replace, all the while paying for mobile data services that i cant use?" "yes"
So this is where I stand now... who knows when i will get this beast unlocked...
Just wanted to vent, i know it is a long post but just wanted to warn people that you have to stay on top of these guys every day if you want to get anything done...
Fire off an EECB (Executive Email Carpet Bomb) to Michael Dell, using either of the following addresses:
[email protected]
[email protected]
Follow these tips: http://consumerist.com/2007/05/how-to-launch-an-executive-email-carpet-bomb.html . You won't have to do steps 3-5 because the list is already in this post. I do believe once the owner of the company is made aware of a problem from one of his customers, it will get resolved VERY quickly.
As the other post said, tell Mike. I did on an issue that was not getting resolved for weeks. It took literally 12 hours from when I sent the email to when I got satisfaction.
If you just call the main dell line, you'll bounce to india and then bounce to the dell streak call center. They should be more than happy to give you the unlock.
When I had to rma my phone they were quite easy about getting me my phone. In fact, I think it came unlocked. Can you not unlock your sim or something?
I didn't read the whole thread so I probably missed something about it.
Sounds pretty similar to my experience minus the unlock issue. Mine bled to death within hours of unboxing, then they sent me a still broken refurb to replace my dead of box new phone. In the end it took 3 weeks and 2 replacements to get a working one. Oh and that was only because I called and harrassed them constantly. I'd probably still not have a phone today since it was "on back order"
Update: Still no unlock code... Sent a nice email to Michael Dell explaining the problem but haven't heard back, sent the following follow up this morning after my conversation with "customer service"
This is an update to my previous email. As I received no reply from the supervisor who promised to call me back within the next 48 hours, I called back yesterday (Wednesday, May 18th). The representative I talked to assured me that the unlock code would be emailed to me yesterday. I explained that I had been given timelines before and was promised that I would be emailed the code yesterday. I was not emailed the code. I called back this morning and just got off the phone with another supervisor. He now tells me that I will have to wait another 2 days to receive the code. I have explained to him how many times I have attempted to get this issue resolved and the supervisor would not budge. He promised to call me back within 2 days, I explained that I had been made that promise many times and I did not believe it would happen, I requested to be transferred to a manager but the supervisor said that the manager was too busy to talk to me. Alas, nothing has changed. I am still paying for services that I am not using. I am continuing to vent my frustrations online at every opportunity and will go out of my way to ensure that consumers are aware of the poor service that awaits them if they chose to purchase Dell products.
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How did you get them to replace it? my screen under the glass has cracked from simply tapping the home button. They are telling me that the screen isn't "hardware" and not covered by the warranty and i have to pay $249!
my damage wasn't caused by "external causes such as accident, abuse, misuse, or problems with electrical power" and should be covered by warranty!
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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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
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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!
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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.
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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.