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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
I don't want to clutter the forum with unnecessary messages, but those who have gotten their replacements--what was the situation with that? Were you sent new models, or refurbished ones? (assuming it was possible to tell).
I've got a DVP that's surprisingly crash-free (once in a week of regular use), but wireless sync doesn't work, and I'm apparently out of luck with Tech Support. If I'm going to get a refurbished replacement, I think I might be better off going for a refund again.
Desynthesis said:
I don't want to clutter the forum with unnecessary messages, but those who have gotten their replacements--what was the situation with that? Were you sent new models, or refurbished ones? (assuming it was possible to tell).
I've got a DVP that's surprisingly crash-free (once in a week of regular use), but wireless sync doesn't work, and I'm apparently out of luck with Tech Support. If I'm going to get a refurbished replacement, I think I might be better off going for a refund again.
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I never got my replacement so I can't say if it would have been refurbished or not, however I can say that if you decide to return yours, the process was pretty easy. Just call Dell Mobility (800 308 3355) and tell them you want to return your phone. If you had an exchange already scheduled (like I did), cancel the exchange first.
I returned mine 21 days after the day I received it. Apparently Dell starts that counter either when the device ships or when you order it, but it didn't cause me any problem.
It does seem as if Dell is shipping out new orders as they come in now, so your best bet to ensure you get a brand new device may be to just return and reorder. My exchange was in process for 20 days (received with a scratch on the screen) with no end in sight before I just gave up.
patrickk said:
I never got my replacement so I can't say if it would have been refurbished or not, however I can say that if you decide to return yours, the process was pretty easy. Just call Dell Mobility (800 308 3355) and tell them you want to return your phone. If you had an exchange already scheduled (like I did), cancel the exchange first.
I returned mine 21 days after the day I received it. Apparently Dell starts that counter either when the device ships or when you order it, but it didn't cause me any problem.
It does seem as if Dell is shipping out new orders as they come in now, so your best bet to ensure you get a brand new device may be to just return and reorder. My exchange was in process for 20 days (received with a scratch on the screen) with no end in sight before I just gave up.
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Dell sent me a refurb with my original order a week ago, so I don't think they'll be sending out NEW phones any time soon.
orochidp said:
Dell sent me a refurb with my original order a week ago, so I don't think they'll be sending out NEW phones any time soon.
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Wait, they sent you a refurb phone in fulfillment of your original order? Are they allowed to do that?? I didn't think a company was allowed to send you a refurb product without telling you at the time of purchase.
How could you tell it was refurbished?
patrickk said:
Wait, they sent you a refurb phone in fulfillment of your original order? Are they allowed to do that?? I didn't think a company was allowed to send you a refurb product without telling you at the time of purchase.
How could you tell it was refurbished?
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There was someone else's data on the phone, there was no initial setup, there were loose screws, and liquid damage to the screen.
Sold as new, no markings on the device or box marking it as refurbished.
patrickk said:
I never got my replacement so I can't say if it would have been refurbished or not, however I can say that if you decide to return yours, the process was pretty easy. Just call Dell Mobility (800 308 3355) and tell them you want to return your phone. If you had an exchange already scheduled (like I did), cancel the exchange first.
I returned mine 21 days after the day I received it. Apparently Dell starts that counter either when the device ships or when you order it, but it didn't cause me any problem.
It does seem as if Dell is shipping out new orders as they come in now, so your best bet to ensure you get a brand new device may be to just return and reorder. My exchange was in process for 20 days (received with a scratch on the screen) with no end in sight before I just gave up.
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Interesting. I spoke with Dell Mobility, and I was told that I would receive a new (not refurbished) phone since I'd asked for a replacement within my initial return period.
We'll see anyway. I'm not really going to push my luck with a second full return and another order--especially since I guess, assuming the worst, you could still get a refurbished unit anyway. I'll just have to inspect the replacement model thoroughly. The rep on Dell Mobility I spoke too also seemed to suggest that, if I wasn't satisfied with it, I could get another replacement, since I'd be within the 1-year-warranty period.
Orochidp, given that you got a phone obviously with someone else's data on it for a new order, it seems like that'd definitely be something to explain to Dell.
The touch screen on mine went out and .comy replacement appears to be brand new. I have had it for 4 days now and it has worked flawlessly. No lockups with WiFi, several app downloads regular email account synchs etc. Crossing my fingers that this new one stays stable!
Sooner or later that DVP you have that you think "works flawlessly" will cringe up and crash. I thought my 16GB dvp was perfect for 2 and a half weeks. That was until I started to download some xbox games from market place over wifi and guess what? CRASH! Not only that, I lost everything- including all the music albums I've synced with zune, any and all pictures ive taken with the phone, and all my downloaded games. I lost practically EVERYTHING after it crashed, auto-hard reset and forced me to the set-up screen as if it was the first time I've turned on the device.
I'm having a hard time trusting the DVP again. I don’t know if I want to go back to it. I am surely returning the device.
You may say, "...but mines perfect!" Yes, but mines was perfect as well... I thought. I trusted it, but it pulled a surprise on me out of no where.
So, what does it take for you to be convinced? A crash + auto-hard reset?
I don't know how else you'll be convinced.
Unfortunately, Lemon, just as we can't know for certain what'll happen with working phones, nor can you know for certain what'll happen.
Don't get me wrong, I wouldn't claim that it's a reliable piece of hardware--then again, given my limited experience with it, I'd be reluctant to talk about it's reliability period. I can certainly say that I'm unhappy with my problems, but I can't make a universal statement concerning everyone. Take Twitter--there are people who are going through multiple replacements, and there are people who are on the same phone they got and couldn't care less (except that they mention it--presumably there are people in both groups who we don't know about).
You don't know for a fact that that person's phone is going to fail anymore than they know for a fact that it won't. You can certainly make a prediction based on your experience, but that's no more immediately accurate than a prediction from someone who thinks their phone won't have any troubles. It's not like the RAM issue, where we can concretely point to something at any given time.
Personally, a hard reset is a minor inconvenience, in part because I demand working wireless sync (hence my attempts to replace the phone). The last laptop I bought from Dell was included in a class-action lawsuit, so as bad as this is, it's nothing by comparison.
I got my 16Gb replacement yesterday after getting the run around, I had to escalate the issue higher than Dell Mobility. The phone was brand new in the box with all accessories like the first one.
So far no lockups (knock on wood) but Bluetooth is still flakey. Hopefully an update can fix that.
rsacipher said:
I got my 16Gb replacement yesterday after getting the run around, I had to escalate the issue higher than Dell Mobility. The phone was brand new in the box with all accessories like the first one.
So far no lockups (knock on wood) but Bluetooth is still flakey. Hopefully an update can fix that.
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Yeah, I had to likewise pester Dell about it--apparently, they were waiting for a shipment of new units before sending me a replacement. Which I guess at least seems to suggest I'll get a new one.
I got a replacement about a week and a half and after closer inspection I believe my replacement is indeed a refurbished device. There are very tiny dents, 2 per side, at almost the exact positions on the top where the metal meets the glass. As though the glass had been replaced. There is also some poor "glueing' and fitment on the back when I slide the front up.
I still have both and just received the waybill to send the original back. Now I am not so sure if I want to send back my new one and keep the refurb. I guess I will call them to verify if it is indeed a refurb.
Despite the fact that several of us have been in contact with Dell for months about the freezing problem we have been all but ignored. Yet for some reason Dell decides to respond to this user directly and offer him a solution, while the rest of us have to deal with daily crashes. http://en.community.dell.com/support-forums/mobile-devices/f/3824/t/19374737.aspx. This is just another FU from Dell to those who were conned into buying a broken device.
efjay said:
Despite the fact that several of us have been in contact with Dell for months about the freezing problem we have been all but ignored. Yet for some reason Dell decides to respond to this user directly and offer him a solution, while the rest of us have to deal with daily crashes. http://en.community.dell.com/support-forums/mobile-devices/f/3824/t/19374737.aspx. This is just another FU from Dell to those who were conned into buying a broken device.
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Yep.. he's right. Apparently it is Russian Roullette over who gets the special treatment by their team to make sure they get 1 of the 10 working units.
To make matters worse, when I pointed out to their support team over the phone, that swapping the memory cards has fixed the great majority of people's problems, they threatened to cancel my warranty even though I had not done it. I was also told that it was being noted on my account that I did mention the tactic.
So this guy gets to swap his card, and gets special treatment all the while keeping his warranty, but I even mention it and get threatened with the warranty ban-hammer? This is complete crap, the way they are running this dog-and-pony show.
Everyone that still (and that is most of us) has a non-working unit and/or has swapped their card out, needs to go to this post and lay into these idiots. Everyone should be allowed to swap the cards if they are making an acception for this one guy. It's everyone or no-one. This isn't "I like you, you get to swap your card" ---- "nope, not you, I don't like your user name". This is complete being run like the mob.
I am in total support of the outcry and fully understand everyones frustrations. I have had 6 phones all 16gig and all would lock up over any and all wifi connections within munutes. This last one has been decent until T-Mobile upgraded the network in my area to 3G. After the update to 3G I have had a horrible experience with this phone. I reset my device 7 times in a 30 minute span trying to access a webpage the other day. I have been on the phone with Dell Mobility every single day with only one or two exceptions since the start of April. Every call was the same thing... wait until the 18th.
Every customer service rep I spoke to would openly suggest that the update would be pushed to all devices on or by the 18th of the month. I was so fed up on the 16th with freezing issues that I called at 2 in the morning and was told if I didn't receive the update by the 18th to call again. Well the day came and went and I called back around 10 pm that night and was told to wait again. I was however told that I would receive a call back about the SD card and warranty voiding question that I had been bugging them about. They never called.
I called the next day and was specifically told that Dell Mobility reps do not have the authorization to refund or replace my device. They suggested I "escalate" to Dell Support by filing a claim online. I called Dell support and was transfered to another part of Dell Support with a message kindly stating that they were currently closed. I called back and was told to call when a supervisor would be available. I told the rep that if there is nothing that they can do why have I been given the run around for the past 4 months. I called them a few things and got the rep to push through an email to his supervisor and asked what time he would be back in the office. I called and spoke with his supervisor the next day and was told that I he would have to push it to his supervisor and he would call the next morning between 10 and noon my time. He actually called back yesterday and said that I would be receiving a new phone with the update preinstalled. Not keeping my hopes up too high but atleast he supposedly has done something although I have yet to receive an email notification about the replacement.
I am sorry for the rant above but it has been so frustrating dealing with this device lately. This device has such high potential but there has been nothing done to help resolve the issues. I can't blame Dell Mobility because they have generally been pretty good to deal with. I am sure they are just as frustrated dealing with us as we are dealing with them. I just wish they would stop leading us on. If they can't fully resolve the issues then either let the user fix them and honor the warranty with regards to separate issues or do a recall and offer refunds to customers who want them. So much potential, so little patience.
Hopefully more bad publicity for Dell will make them get their act together: http://wmpoweruser.com/dell-venue-pro-owners-still-complaining-about-bugs-unfair-treatment/
Saw that article, glad the issue is still making the news. I don't cross my fingers for any resolution though. With the poor customer service, terrible camera and all around terrible process of actually getting a working phone I've sworn off ever buying a Dell mobility product ever again. If I wasn't developing for WP7 right now, I'd have sold off the device long before now.
Very much looking forward to the next gen of Nokia WP7 phones, and moving on to a proper Smartphone made by people who actually know what they are doing in the mobile business.
It is good that the issues are still being brought up in the media but a small specialty news source will not bring enough bad press to get any action from Dell considering how long they have ignored it for. I will probably jump ship to the next T-Mobile compatible hardware from Nokia if it is a high end device from them. A low end set wouldn't be worth the extra investment though. Actually any high end set from the other manufactures would have me interested. Hopefully the next replacement will actually be stable over a 3G connection. I have given up on WiFi stability.
I made a deal with TMO and got a G2X for a cool over-subsidized price. Still WP7 is my primary device and OS. G2X will be my backup in places where DVP sucks. Interestingly, my G2X holds to 4G with 3 bars inside my house, while the DVP swings between Edge and 3G with bars fluctuating. OS wise i prefer WP7.
jessej said:
It is good that the issues are still being brought up in the media but a small specialty news source will not bring enough bad press to get any action from Dell considering how long they have ignored it for. I will probably jump ship to the next T-Mobile compatible hardware from Nokia if it is a high end device from them. A low end set wouldn't be worth the extra investment though. Actually any high end set from the other manufactures would have me interested. Hopefully the next replacement will actually be stable over a 3G connection. I have given up on WiFi stability.
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Even a "low end" Nokia will be better than the Dell. Nokia is known for their solid radios, good cameras and high quality hardware. Lets not forget how the dvp top and bottom halves dont line up exactly. Its this kind of shoddy workmanship using the cheapest chinese labour that will be a distant nightmare with practically any other OEM, but a Nokia, with so much riding on it for them would likely be like paradise compared to the dell.
I bought my Venue pro last week and got it on Wednesday. On Friday, I saw a deal on Venue Pro's for 3months live time, 3 months of zune pass, and 8000 live points for free when you buy a DVP. I have been trying since that day to get Dell to give me that free package and save me the hassle of having to return and buy the phone again. Finally today I have spent 3 and a half hours on the phone , still on the phone, with Dell Support and their only solution is to return and repurchase. This already seems stupid because it should just be a simple transaction on the computer stating i want to return and use the credit to buy the same phone. I do it all the time at work. However, Dell Support is saying it cant be done and that I have to do it there way which takes 15-30 business days to process the phone after it has been received at which point I may or may not receive the package depending on if its still available. This seems completely retarded to me seeing at 15-30 business days translates to 3-6 weeks by which time I'm pretty sure the deal will be gone.
So, to all the people who have a venue pro which falls under the return policy still I ask that you call Dell demand that you be given this package with out this nonsense that they are saying to go through. The package is definitely worth imo its got a regular value of about $160. By the amount of posts about issues with the DVP I think we deserve this package, all of us not just those within the return policy, for having still bought the DVP or having stuck with it.
Also, any help would be appreciated in regards with who to talk to at dell that you may know or what department may be of better help.
Currently I have been told that my call would always be transferred to Dell Mobility even though they only handle technical issues. I have spoken with the supervisor, Robert, he has told me he will send out emails and see if anybody knows another way to do it. ( Don't know if he will really send out an email though) The number for Mobility support is 1-800-308-3355. You might as well ask for Robert right off the bat since the people who work in that call center continuously defer to him when asked this question. (I know because I was transferred there about 3 times and also transferred to other departments before speak to him myself).
I would suggest expressing how disappointing it is that dell requires that and that you cant believe that somebody would require that much just so you can get a code from a offer which may not even be around anymore because it takes 3-6 weeks to process a phone once they receive it.
Post how it works out for you if you do decide to do this and I will also continually update this.
You are seeing another facet of the atrocious experience of owning the dell venue pro. Do yourself a favour and return it now for a refund, in a few months time far better devices will be available which will allow you to actually enjoy what you've bought. Continuing to give dell sales of this POS is what is giving them the balls to continue to sell faulty devices.
I actually like the phone a lot just wish somebody besides Dell had made it. It could still be alright if Microsoft takes control and tells Dell to fix this ****.
Sent from my Venue Pro using XDA Windows Phone 7 App
Kenji117 said:
I actually like the phone a lot just wish somebody besides Dell had made it. It could still be alright if Microsoft takes control and tells Dell to fix this ****.
Sent from my Venue Pro using XDA Windows Phone 7 App
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We've been saying this since December, great phone, piss-poor support! Can you imagine 6 months using a phone that crashes on a whim? Nice as the phone is I regret buying it, more so now that I know Nokia will be making WP7 devices. I could have tolerated the HD7 till their phone was released but I fell for the good looks of the dell. But you know what they say, good looks hides an empty shell!
I can not seem to find a single tech person at Dell to reset my contract with AT&T. I urge all of you to not do business with such a crappy company. Spend your hard earned dollars with a company that deserves it. One thing is for sure if the Venue Pro breaks good luck on getting it replaced.
rsohne said:
I can not seem to find a single tech person at Dell to reset my contract with AT&T. I urge all of you to not do business with such a crappy company. Spend your hard earned dollars with a company that deserves it. One thing is for sure if the Venue Pro breaks good luck on getting it replaced.
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i just spent 15 minutes on the phone with a Dell Mobility technician who quickly arranged to send me a replacement DVP because some debris/dust got behind the camera lens. no problem at all.
I have had 2 replacements so far and been sent a SD card. I was instructed to switch out the sd card even after mentioning that it would void the warranty. I later called back because i was still having issues and was told that it was impossible to switch the sd cards when i told the guy how i did it he was confused and surprised.
Having he call center in India and removing the one in texas was a terrible move by dell. I wouldnt call them technicians they have no idea what they are doing. I have had to spends upwards of an hour to get simple things done; like getting a replacement device. The more times you have to call for a replacement the longer it seems to take for them to process it and it isn't because they are reading the notes from previous calls because I have had to explain my situation several times each time I call.
@bbowman
Your call was something that is easy enough to not have to see and just say w/e here's a new device. I am waiting on a replacement device I ordered 2 weeks ago that is supposedly coming sometime this week. When I called to have changes made to the dispatch the guy said he couldn't make changes or take it down until this week, a bit stupid since I am supposed to get the device this week. I tried telling him that the device will have shipped most likely before I call but he didn't seem to understand. Dell's Mobility Support team doesn't use DVP's and I would go so far as to wager that they haven't even seen one.
I agree that Dell's customer support is no good, in specific, their call centers. However, after reaching out on Twitter I have just had two replacement devices sent out for my two DVPs and a direct e-mail address to someone within Dell's social outreach program.
I, like most of you, have been really frustrated with Dell and how it has "launched" the Venue Pro. I think many at Dell are aware of how big of a stinker it is - there was a reason Dell Mobility closed as a business entity and their president quit his job. The DVP is a beautifully designed device with excellent hardware (4 inch AMOLED screen, iphone 4 camera sensor, excellent keyboard) that has been marred by outsourced programming, development, QA and customer support. Anyone who has seen the code of the EM app or had to call for help can testify to this. It's a really sad story and if I was a journalist I'd be trying to write a huge expose on Dell and this super phone that died a slow death at the hands of poor management and outsourcing.
As big of a company as Dell is, there are still support people that want to help you and will do whatever they can to make you happy. In my case it was two brand new retail phones. All you really need to do is be polite and patient with your tweets. Try @DellCares or @AmyatDell as they have both helped me. Don't bother with calling in anymore, we all know that is a waste of time. The future of customer support is one on one interactions through mediums like Twitter and Facebook.
Arcarsenal said:
I agree that Dell's customer support is no good, in specific, their call centers. However, after reaching out on Twitter I have just had two replacement devices sent out for my two DVPs and a direct e-mail address to someone within Dell's social outreach program.
I, like most of you, have been really frustrated with Dell and how it has "launched" the Venue Pro. I think many at Dell are aware of how big of a stinker it is - there was a reason Dell Mobility closed as a business entity and their president quit his job. The DVP is a beautifully designed device with excellent hardware (4 inch AMOLED screen, iphone 4 camera sensor, excellent keyboard) that has been marred by outsourced programming, development, QA and customer support. Anyone who has seen the code of the EM app or had to call for help can testify to this. It's a really sad story and if I was a journalist I'd be trying to write a huge expose on Dell and this super phone that died a slow death at the hands of poor management and outsourcing.
As big of a company as Dell is, there are still support people that want to help you and will do whatever they can to make you happy. In my case it was two brand new retail phones. All you really need to do is be polite and patient with your tweets. Try @DellCares or @AmyatDell as they have both helped me. Don't bother with calling in anymore, we all know that is a waste of time. The future of customer support is one on one interactions through mediums like Twitter and Facebook.
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I did...in march
Bought a second hand DVP and had some screen issues, washed out colors and blacking out, so i figured i'd give customer care a shot. While it was frustrating for many of the reasons the OP has already identified, by then end of the conversation i had a new one being shipped to my house. I was also a little curious when the CSR told me to take out the microsd, but I had him document it in the file that he had told me to do so.
Overall, I wasn't too disappointed with the customer service, but i will hold my tongue until the replacement comes in.
bbowman said:
i just spent 15 minutes on the phone with a Dell Mobility technician who quickly arranged to send me a replacement DVP because some debris/dust got behind the camera lens. no problem at all.
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dell's consumer support does blow.. so don't call them. Make friends with someone in your IT dept and have them call the enterprise level support.
I too had similar experience as OP...
I order and pay $79.99 for my DVP on 6/14, get my DVP on 7/17 (ya, a month later). The day my DVP arrives at my house it goes on sale for .99 cents on the website. So I call Dell and plead my case respectfully for a price match, but no one cared. Finally I asked them point blank "Am I going to have to add another line to my plan, order a new DVP at the same time, then when that phone gets to my house, return my other DVP and cancel that line on my account", the rep actually said yes and that's what I did, still waiting for Dell to confirm to T-Mobile that my phone is returned but either way I am getting my 79.99 back. They did offer me $15 off if I wouldn't return it though, I told them $80 lol he laughed and said no...But I have had some terrible experiences with Dell customer service in the short time I have owned this Dell product and they are the worst, its like sprint was 4 years ago...It doesn't help that I have the hardest time understanding accents, its just dang tough for me, always has been
Got my replacement over-night shipped to Hawaii. Never seen that happen before in my life. Now to see if it works.
And to make things worse they closed the last North American call center, it's all out of india now!
Ok so lets go back to the beginning. I ordered my one plus 8 pro on the prelaunch on the 22nd and i had issues with battery drain i thought was just me well i decided to root it once i received it and this was before really messing with it. After i rooted i realized my fingerprint scanner wasnt working and went through trouble shooting and One plus set up a remote flashing. Anyways they used MSM and tried to flash my device 4x and canceled it mid flash twice and it ended up in qualcom crash mode. I Was forced to set up an RMA over a week n half ago and they just received the phone on the 1st due to ups issues. It was inspected and my replacement was supposed to go out today and it didnt so i contacted oneplus and they had no idea what was going until i received an email a lil bit ago that they are out of stock and it can take up to 30 days for a replacement. They want me to take a refund or wait for a replacement but the problem is on the prelaunch i got the free wireless charger and bullets and they wont allow me to return them and want to deduct the price of both items. The have given me no other options. I am only making this post so that anyone who needs to RMA will now you may not get a replacement device because they are out of stock and dont keep replacements on hand.
Dewaynelives said:
Ok so lets go back to the beginning. I ordered my one plus 8 pro on the prelaunch on the 22nd and i had issues with battery drain i thought was just me well i decided to root it once i received it and this was before really messing with it. After i rooted i realized my fingerprint scanner wasnt working and went through trouble shooting and One plus set up a remote flashing. Anyways they used MSM and tried to flash my device 4x and canceled it mid flash twice and it ended up in qualcom crash mode. I Was forced to set up an RMA over a week n half ago and they just received the phone on the 1st due to ups issues. It was inspected and my replacement was supposed to go out today and it didnt so i contacted oneplus and they had no idea what was going until i received an email a lil bit ago that they are out of stock and it can take up to 30 days for a replacement. They want me to take a refund or wait for a replacement but the problem is on the prelaunch i got the free wireless charger and bullets and they wont allow me to return them and want to deduct the price of both items. The have given me no other options. I am only making this post so that anyone who needs to RMA will now you may not get a replacement device because they are out of stock and dont keep replacements on hand.
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Theres clearly stock issues all over. Atleast they have agreed to give you a refund or a replacement dont see they issue of why they are the worst customer support. They could turn around and not replace your phone as you caused the issue....
Honestly. Just wait.
Don't return anything, just let it come.
Call them daily and become a pain in their backsides.
Bummer, but might show up sooner...
dladz said:
Honestly. Just wait.
Don't return anything, just let it come.
Call them daily and become a pain in their backsides.
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Well guys today i was told that if i wait and something is wrong with the device i will be out of warranty to replace it again or refund so i can either get refund now or im screwed.
its ridiculous how they are trying to screw the customer over. I have bought every oneplus device since the 3 and i have called everyday and they told me today that if i dont return the headphones they will charge me for the free gifts so i have to return them if i wanted a refund and i asked if i received this new device and something was wrong would i be able to get a new device or have it replaced and they said no cause after May 31st i would receive a refurbished device and will not be able to get a refund for any purpose. I am honestly over it and thinking about switching to the pixel just because i have never had this issue when returning an item to them.
Dewaynelives said:
Well guys today i was told that if i wait and something is wrong with the device i will be out of warranty to replace it again or refund so i can either get refund now or im screwed.
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I was just told by a OnePlus representative today that the warranty resets after a replacement device. This is really confusing that they're not telling everybody the same thing. I shipped my device today. Hoping for the best
smileguy91 said:
I was just told by a OnePlus representative today that the warranty resets after a replacement device. This is really confusing that they're not telling everybody the same thing. I shipped my device today. Hoping for the best
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You might wanna call back I talk to the main support team and they said that all purchases have been extended to the 31st of this month and will not refund or replace any phones unless refurbished after that. The first time I called they said the same untill I talk to a guy who got ahold of the main support team and they verified that it doesn't reset just they will extend till the 31st.
Dewaynelives said:
You might wanna call back I talk to the main support team and they said that all purchases have been extended to the 31st of this month and will not refund or replace any phones unless refurbished after that. The first time I called they said the same untill I talk to a guy who got ahold of the main support team and they verified that it doesn't reset just they will extend till the 31st.
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That can't be true can it?
In fact I'm pretty sure with a phone that's less then a month old you still have two years warranty.. RMA or not.
The guy who told you otherwise is talking bubbles.
You have two years end of. It's your absolute right.
Don't return anything, let the phone come back to you and you'll retain your warranty. This is their fault and that is that.
dladz said:
That can't be true can it?
In fact I'm pretty sure with a phone that's less then a month old you still have two years warranty.. RMA or not.
The guy who told you otherwise is talking bubbles.
You have two years end of. It's your absolute right.
Don't return anything, let the phone come back to you and you'll retain your warranty. This is their fault and that is that.
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You'd prolly need to find the relevant laws to begin with, or scour their ToS and warranty info. That's a bit of time itself.
Then, you'd need to present a case with them, and who says they're remotely competent. OP customer support has legitimately been worse than google as customer support. I honestly feel it's there to put a check mark on paper.
So lets say that with said proof, they still deny it. Ok, cool. Now what? I mean, if you're fortunate, you can take them to court over it. But this isn't a small business. Some companies will legitimately draw out court cases and more, simply for the fact you'll have to give up at some point, because we all don't have hundreds of thousands waiting in the bank, and the years to process the info. By the time you even did succeed anywhere, this phone would be 5 years old at least.
In all honesty, short of gross misconduct, oneplus can pretty much do whatever they want at this moment, and there's very little recourse if any for them to deal with it.
Corporate tyranny is real. This is my first OP device, and as much I like it (minus dislikes on some) the customer service is one of the worst I have ever experienced. So much so, this will be my last OP device as well.
Sorry if none of this reads coherently, half asleep.
Truant_Luce said:
You'd prolly need to find the relevant laws to begin with, or scour their ToS and warranty info. That's a bit of time itself.
Then, you'd need to present a case with them, and who says they're remotely competent. OP customer support has legitimately been worse than google as customer support. I honestly feel it's there to put a check mark on paper.
So lets say that with said proof, they still deny it. Ok, cool. Now what? I mean, if you're fortunate, you can take them to court over it. But this isn't a small business. Some companies will legitimately draw out court cases and more, simply for the fact you'll have to give up at some point, because we all don't have hundreds of thousands waiting in the bank, and the years to process the info. By the time you even did succeed anywhere, this phone would be 5 years old at least.
In all honesty, short of gross misconduct, oneplus can pretty much do whatever they want at this moment, and there's very little recourse if any for them to deal with it.
Corporate tyranny is real. This is my first OP device, and as much I like it (minus dislikes on some) the customer service is one of the worst I have ever experienced. So much so, this will be my last OP device as well.
Sorry if none of this reads coherently, half asleep.
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Nah I get you. Tbh any company can act in this way. I've only had to contact OnePlus 2 times and they were good.
It's the situation I think that's causing problems. Personally I'd hold fire and let it come back. Just get one of them to say that it'll happen and you'll be fine.
Or not. Just get a refund and bite the bullet on the bullets, could probably get a Xiaomi or similar device for the remainder of the money
Ok just to update this a bit. I have no idea what's going on now now I agreed to a refund and now waiting for such. They have giving me different stories bout the returns and such but i was referring to the fact if you buy a one plus device you have 15 days to get a brand new replacement or refund and after the 15days it's refurbished and no chance of refund. At first I was told that the 15days restarts once u receive the replacement but now I'm being told that all devices are covered till may 31st.
Dewaynelives said:
Ok just to update this a bit. I have no idea what's going on now now I agreed to a refund and now waiting for such. They have giving me different stories bout the returns and such but i was referring to the fact if you buy a one plus device you have 15 days to get a brand new replacement or refund and after the 15days it's refurbished and no chance of refund. At first I was told that the 15days restarts once u receive the replacement but now I'm being told that all devices are covered till may 31st.
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Great then stick with that. Calls are recorded, you can refer to that, note the time..
dladz said:
Great then stick with that. Calls are recorded, you can refer to that, note the time..
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Thanks bud I have most the chat logs in my email so that's one thing but OnePlus has a special response team that only the call reps can contact and without them contacting them they just repeat same thing.
So let me get this straight. You were having battery issues so instead of doing a factory reset or contacting customer support you took it upon yourself to root the device causing more issues? Now you're mad at OnePlus because you're getting some sort of a run around because OnePlus devices are sold out?
To be honest if it were me I wouldn't be so reluctant to hand out a free phone or a refund after you caused more issues than just battery drain. The initial problem could have been possibly fixed fairly easily had you have not tinkered with the phone. After you rooted the device they tried to flash it and it wouldn't work and you're saying it's somehow oneplus' fault? Yikes
Guess this should be a lesson learned. Don't Tinker with a device that has issues and expect 100% full compliance from the manufacturer. Just for an example I have a warranty on my vehicle and I was told if I do any self repairs my warranty is voided. You should just be happy they're offering you what they have since you have already said it was you that caused the problems outside of the battery drain.
Oh and let's not forget the fact that you want OnePlus to give you money for free items that you received when purchasing the phone. I mean for real they were free..
Update still no refund.
Dewaynelives said:
Ok so lets go back to the beginning. I ordered my one plus 8 pro on the prelaunch on the 22nd and i had issues with battery drain i thought was just me well i decided to root it once i received it and this was before really messing with it. After i rooted i realized my fingerprint scanner wasnt working and went through trouble shooting and One plus set up a remote flashing. Anyways they used MSM and tried to flash my device 4x and canceled it mid flash twice and it ended up in qualcom crash mode. I Was forced to set up an RMA over a week n half ago and they just received the phone on the 1st due to ups issues. It was inspected and my replacement was supposed to go out today and it didnt so i contacted oneplus and they had no idea what was going until i received an email a lil bit ago that they are out of stock and it can take up to 30 days for a replacement. They want me to take a refund or wait for a replacement but the problem is on the prelaunch i got the free wireless charger and bullets and they wont allow me to return them and want to deduct the price of both items. The have given me no other options. I am only making this post so that anyone who needs to RMA will now you may not get a replacement device because they are out of stock and dont keep replacements on hand.
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That sounds like they went above and beyond to keep you happy, once you rooted it, they could have told you no replacement or refund.
Also, you will not receive your replacement for at least a couple more months, the phone is out of stock and given the current global issues I don't see them shipping out replacements any time soon.
As a previous post said, let's hope you learned a lesson and contact support BEFORE rooting.
yodasmaster said:
That sounds like they went above and beyond to keep you happy, once you rooted it, they could have told you no replacement or refund.
Also, you will not receive your replacement for at least a couple more months, the phone is out of stock and given the current global issues I don't see them shipping out replacements any time soon.
As a previous post said, let's hope you learned a lesson and contact support BEFORE rooting.
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Actually You're wrong! It wasn't cause I rooted maybe if you read the whole thing you'd understand! They set me up with an appointment to flash the device with a flashing appointment and the guy started and stopped mid flash 3x then it got stuck in Qualcomm crash mode and he said to replace it! I have waited over a month for a refund also and the replacement as far as that I don't even want to deal with them anymore! They have no idea what goes on in this company and for over a thousand dollars you damn right I'm gonna be pissed.
Dewaynelives said:
Actually You're wrong! It wasn't cause I rooted maybe if you read the whole thing you'd understand! They set me up with an appointment to flash the device with a flashing appointment and the guy started and stopped mid flash 3x then it got stuck in Qualcomm crash mode and he said to replace it! I have waited over a month for a refund also and the replacement as far as that I don't even want to deal with them anymore! They have no idea what goes on in this company and for over a thousand dollars you damn right I'm gonna be pissed.
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So you're waiting for a refund or a replacement? Did you send everything back? If you send everything back and haven't gotten the refund, dispute it with your credit card company.
Sent from my IN2025 using Tapatalk
Request replacement they told me to change it to refund cause it would be two months for a replacement and still nothing. If you want proof message me I'll send you proof. I sent everything back I have screenshotted the chats and all.