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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
To cut a long story short.....
I ordered an unlocked Dell Streak direct from Dell about 2 weeks ago.
For some reason the order got messed up halfway through the process and was stuck in their system.
I called approx 5 days ago and they had to manually 'push' the order through.
However I didn't see any change in the order status therefore I re-ordered another Dell Streak that night.
Dell contacted me the day after asking if it was an additional order or a replacement order.
I informed them this was a replacement for my original order as the first hadn't been processed correctly.
I have paid for 1 Dell only.
I have had 2 Dells delivered.....unlocked
What do I do?
I voted number 3 haha
If they realised do you think you would have to send it back?
I'll buy one from you
How do you order them online unlocked? I thought even the 550$ ones were locked?
hmmm, i would vote but i'm torn between 3 and 4
I'd wait a month or so and see if Dell ask for it back (they can legally take it back or make you pay for it, if they notice that is)
If you hear nothing then keep it/sell it and do what you want with the proceeds. I'd love it if you gave it all to charity, but if i was in your situation... I dunno. I'd like to think i'd give it to charity, but i probably wouldn't. I need the money
Can't believe i was the only one so far who voted 4
A sad indictment of the folks of today
Same thing happened with me with Western Digital - had ordered a 1TB external drive nad due to some confusion got delivered 2 - now have two of them for 8-10 months !
Dont bother informing - hold on to it and if noone gets back to you in 3-4 months - sell it !
Charity gets my vote in 3 to 4 months and Help The Heroes is a good one
dont do anything for about a month. if they end up charging you later, then have them take the second one back and refund your money. if they dont contact you about getting two are charge for the second one after a month, you can sell it or give it away as a gift or whatever you want. chances are if they dont care after that long, they just dont care. (this was my policy with phones from att )
Contact Dell and ask them to collect it. Anything else is theft and you leave yourself open to criminal action. At the very least you need to contact them and ask them to collect it within a reasonable period (say 28 days) after which you reserve the right to sell the item to defray storage costs...
You wouldn't shoot a policeman, and then steal his helmet! You wouldn't go to the toilet in it! You wouldn't mail it to the policeman's grieving widow, and then steal it again!
elbowz said:
Contact Dell and ask them to collect it. Anything else is theft and you leave yourself open to criminal action. At the very least you need to contact them and ask them to collect it within a reasonable period (say 28 days) after which you reserve the right to sell the item to defray storage costs...
You wouldn't shoot a policeman, and then steal his helmet! You wouldn't go to the toilet in it! You wouldn't mail it to the policeman's grieving widow, and then steal it again!
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Whooaaa.! there my friend, that's a little harsh!
Remember, I HAVEN'T stolen it, it was sent to me.
I can't remember walking into Dell and taking out with me.
Amdathlonuk said:
Whooaaa.! there my friend, that's a little harsh!
Remember, I HAVEN'T stolen it, it was sent to me.
I can't remember walking into Dell and taking out with me.
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While his analogy was completely stupid and had nothing to do with the thread topic - he is right, you did steal it.
You didn't pay for it and aren't notifying the company of their error.
If it were me, I would keep it. I would also wait a month or so to see if I get charged. Inventory on bigger companies is usually pretty good.
i hope u sell it or w/e n the police knock on ur door 6 months later
idk man. you lucked out. just lay low. its not your fault.
Do what you know in your heart is right. Send it back to Dell.
Amdathlonuk said:
Whooaaa.! there my friend, that's a little harsh!
Remember, I HAVEN'T stolen it, it was sent to me.
I can't remember walking into Dell and taking out with me.
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If you don't give it back, it becomes theft -- don't fool yourself. Do the right thing and return it, but let Dell pay for shipping, of course.
If you do send it back to dell, make sure they pay you for all the 'trouble' you went though and all hundreds of dollars of storage it cost to keep it in your house.
I had a similar thing with my ps3. I bought it and a crap controller.
I sent the controller back (cause it was crap) they reimbursed me for both the playstation and controller.
I hadnt noticed this until got a number of emails that were slightly aggressive (i think they were trying to act forceful) so I made them wait. I paid them back though.
Although it is something of a grey area with regards to prosecution (ie iam not sure they can do anything but ask for it back-although I would check this) it is still classed as dishonest. So what to do......
Do what you feel is right.
Its really down to the type of person you are
Sent from my Dell Streak using XDA App
pfft, luck is very hard to come by in this world so enjoy yours. i had this happen to me when i brought my acer netbook. they messed up order, canceled one and reopened another order. but when it arrived i had two. i kept em both happily
haha i had the same thing happen with an xbox 360.
long story short, 360 got the RROD sent it in, had some issues with microsoft tech support and ended up getting 2 back in the mail
Still have both of them and both are running strong!
I would just keep it until they ask for it back. After 3 to 4 months I would do whatever I want with it. sell it, keep it, use it as a test streak for any new roms, apps, or anything else that you may want to put on your other streak. That way you will know how it wil impact the device.
Full post with links can be found on my Blog Here
Dear Michael Dell and Dell Customer Service,
I doubt any of you at Dell saw this post yesterday, but my streak took a small tumble (less than 1 foot) and the screen shattered.
Before I start getting a bunch of people writing back saying, “No manufacturer covers accidental damage, etc, etc, etc…”
I worked in retail for nearly 5 years I am well aware that manufacturers and companies as a whole generally do NOT cover accidental damage with their standard warranty.
That being said quite a few of the memebers at the StreakSmart Forums have spoken up and said that all it took was a quick call to Dell explaining the situation and they shipped you a BRAND NEW Dell Streak no questions asked. This raised my spirits until I actually made my call to Dell Mobility Tech Support (800-308-3355 & 800-624-9896).
After being placed on hold while they “pulled up my information” I was informed since this is physical damage to the screen it will have to go to the Out-of-Warranty department. Okay I thought this is different from what everyone has been telling me.
Just over an hour passed when I heard from Arvind in the Out-Of-Warranty department. He informed me that since this was considered physical damage it voids the warranty and they can not just replace it. Instead they can offer me a new unit at the reduced price of $249.99. I balked at this price tag and told Arvind I could walk down the street to Best Buy and get it for $99 after renewing my contract with AT&T so I’m going to have to think about it.
After getting off the phone I returned to the forums to update my post and see what people thought I should do.
While waiting for some input from others, I decided to take to Google and see what else I could find on people having their streak screens shatter and the resolutions to their situations.
That lead me to this thread over on XDA. While reading through I found these posts:
—–
I called Dell tech support and they forwarded me to Dell mobility who indicated that Dell will replace the cracked screen with a FREE once in a lifetime replacement. Further they paid all the shipping for the cross-shipment.
Two days later I had my replacement unit in my office, and on Monday I will send them back my broken one. I used the Dell PC Suite to back and restore all my data and I am happy as a clam.
Needless to say, I didn’t even take the new item out of the box until I had bought my new Otterbox!
Dell Rocks! (On this one at least.) Nice customer service experience guys.
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It sounds like Dell will send you one new phone. I told them my screen cracked. I was asked if I dropped it and said yes. It also sounds like the replacement phone will still have 1.6 and will be locked. I was also told that all the phones will be updated by the end of Dec. My screen wasn’t that bad, I wonder if I should have waited. All and all I am pertty happy.
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I cracked my screen and took it to carphone warehouse. They quoted me £39 to repair it and sent it off but when I went to pick it up they just gave me brand new one.
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After researching broken screens, I was fearing the worst, but I am in the phone with Dell and they are replacing my phone at no charge, no questions asked. Even asked me if I knew what to expect about the 2.2 update. No complaints about customer service from me.
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So i phone dell, i spoke with Laura in the tech support center. She is shipping me a new phone! She told me all it will cost me is a smile! This has completely changed my opinion of dell, and sure they may be kinda ****ting the bed with the 2.2 roll out, but with customer service like this, i have no issues waiting for my update!!!
2-3 business days to arrive, prepaid label back to them, and you can bet your ass im going to buy me an otterbox now…
Good luck to anyone else!
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Thank you! Just phoned Dell Mobility (UK 0844 444 3244) and the guy I spoke to (In US) said as the Streak is new they don’t have a service in place for us to order repairs so they will do it for free even if accidental!! They do have the facility in place for fixing the phones, but we cannot pay them as yet when it’s our fault.
Love you Dell and yes, I am getting a screen protector and carry case too!
Since putting a sticky-tape on the screen to avoid cut fingers, I have realised that capacitive screens are much better than resistive when it comes to screen protectors. I could still use the phone with no problems even through the sticky tape!
Hopefully everything goes according to plan and I was able to encourage someone to check with Dell too – and good luck.
Best wishes!!
PS Thank you Dell!
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As you can see there are quite a few different people that had their devices exchanged without incident for cracked screens, and this is only from one forum post. Similar situations can be found on other forums including Streaksmart.com.
Now normally I would not take issue with Dell not taking back the device since it is damaged. However the lack of consistency in handling these similar situations is what erks me.
I called out Lionel Menchaca over on @dellcares on twitter about these inconsistencies:
@dellcares I get the no AD cov. thing i worked retail for years however how do you xplain numerous ppl getting xchanges 4 cracked screens?
@dellcares specifically several ppl on @xda noted here http://ht.ly/3Kark and on streaksmart….
And was given this “explanation”:
@dzerveviktory Hi Brett, Sorry for any disappointment, Each exchange is decided on a case by case basis through the mobility queue. Thx, LM
So what it boils down to is that Dell arbitrarily decides whose devices will be replaced. Each and every one of the forum posts that I have listed above had the EXACT same situation as me. Their devices had a small drop and the screen shattered. Their devices get replaced no questions asked but my claim is denied.
Can someone explain the logic in this?
I can be reached via the following information:
**Removed due to forum restrictions**
___________
Just received this email from Dell's "Executive Team". Aside from the obvious break in copy and paste skills this is crap...
Mr. Kaminski,
I was truly sorry to read about the accident that resulted in damage to your Streak screen. Dell customers have had their systems stolen, vandalized, flooded, struck by lightning, dropped, and otherwise damaged or compromised in a variety of ways. While Dell realizes that these situations are often accidental and beyond the customer's control, they are also beyond Dell's c
Dell customers have had their systems stolen, vandalized, flooded, struck by lightning, dropped, and otherwise damaged or compromised in a variety of ways. While Dell realizes that these situations are often accidental and beyond the customer's control, they are also beyond Dell's control. As a result, and in fairness to all our customers, I am unable to honor your request for a warranty replacement of this component. Please understand that while I appreciate your situation, I must respectfully deny your request for warranty replacement.
http://en.community.dell.com/support-forums/mobile-devices/f/3824/t/19353929.aspx
If you wish to further discuss your situation, please contact the Dell Mobile Devices at 1-800-308-3355 (US) or 0844 444 3244 (UK)
Donna Moore
Executive Support
Dell
ofc 1. 800.624.9897 Ex 72-62272
fax 512.283.8673
Also it depends which country you are in.
Sent from my Dell Streak using XDA App
stoney73 said:
You answered yourself, like you said 'once in a lifetime ' replacement. Obviously once doesn't extend to 'twice'.
Saying. That, I hope you get a positive outcome.
Sent from my Dell Streak using XDA App
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Yeah, I understood that to mean once in the devices lifetime..
Thanks
did you actually get a BRAND NEW one or a refurbished one?
That sucks man, I don't know what to say. Maybe they were repairing the screens under warranty and then decided not to do it anymore and these are the excuses they're giving you?
Have you tried calling back to get a different rep and see what they said? might be too late for that now if they put a note on your account. Or you could try to call donna, she have you her #
Foxhoundep3 said:
did you actually get a BRAND NEW one or a refurbished one?
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Umm he never got one, that's the point of this post. They've fixed others screens for free buy they won't his.
Sent from my Dell Streak using XDA App
if an open letter is written to dell for EVERYTHING, none of them are going to be listened to. you dropped it, you ****ed up, deal with it. yes it shouldn't have broken, but that's life, live and learn.
paincorp said:
if an open letter is written to dell for EVERYTHING, none of them are going to be listened to. you dropped it, you ****ed up, deal with it. yes it shouldn't have broken, but that's life, live and learn.
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Hrmm... You admit that it shouldn't have broken, but say he should live and learn? Seems a little bass ackwards. If it should not have broken this should be a non-issue, dell should be stumbling over themselves to apologize and fix it. Customer first and all that BS?
fone_fanatic said:
That sucks man, I don't know what to say. Maybe they were repairing the screens under warranty and then decided not to do it anymore and these are the excuses they're giving you?
Have you tried calling back to get a different rep and see what they said? might be too late for that now if they put a note on your account. Or you could try to call donna, she have you her #
Umm he never got one, that's the point of this post. They've fixed others screens for free buy they won't his.
Sent from my Dell Streak using XDA App
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sorry i got confused and misread the thread, not sure if they are going to listen to you as you said you dropped it, for future references just say that you took it out of your pocket and the screen was shattered
As i said in my thread, i called Dell mobility and asked them why some users got their streaks replaced and i didn't. I was told that they just recently got an out-of-warranty repair option, and that they had a policy before to replace streaks even though they wasn't covered by warranty. Now they have a new policy; not to replace anything not covered by warranty. I got called back by the out-of-warranty repair center (or something), and they told me it would cost me 309 GBP to replace the screen.
Sucks for you OP, and it sucks for me. Dell doesn't need to care anymore now that they have an alternative, and i don't think they do.
US Service Tag
Hello Everyone. I am in this same boat in that my very first Streak took a small drop and only shattered the glass...Dell has replaced other streaks that users admit to dell that they dropped. I call every two week and since Oct, they have not agreed to replace. I was wondering if anyone would mind sharing the Service Tag # of the Streak that they got a replacment for so I can pinpoint to DellCares that their replacment policy is completely arbitrary.
I need to make sure that they replaced your Streak, after you told them that you indeed dropped it.
Just so everyone knows, I am not looking for a hand out as I do admit that I dropped my phone and the glass broke. I want to pay them to repair it....Well, they wont repair and wont replace. I just want to do what is fair and pay Dell to replace the glass on my phone. Since they dont offer this solution, I asked if I can give them $100.00, the broken Streak for a new or refurb Streak just so I can have a phone that I can use...They say no...
THanks to anyone willing to share the Service Tag # with me so I to can either pay for a replacement or on Dell's good faith, have them give me a new or referb at no cost.
Thanks so much for reading and helping me with my rant and problem.
Sincerely,
CP
I wanted to share with people my worst customer service experience ever.
I recently bought an x10 off of someone online and the in-call speaker (ear piece) started acting inconsistent. It would get quiet frequently and was very hard to hear. And yes, I’m aware there is an issue with the level of sound these things produce.
Since I bought it off of someone I couldn’t return it through the service provider. I called Sony Ericsson (SE) and they told me that the repair should be covered under my warranty. So, they gave me an RMA number and an address of the service centre in Newmarket, Ontario to send it to. The place was Flextronics – Canada.
I was told that I would have the phone back within 10 business days, and that someone would contact me if there was any issues.
After 2 weeks, I called SE several times to get an update and received the rudest reps ever. They all gave me this attitude as if i was bothering them.. One rep said it was coming, while the other told me Flextronics had sent me an email with a quote.
A little upset, I asked why because I thought it was covered under warranty. She didn’t know, so gave me the number to Flextronics.
So, I started calling Flextronics to see what was up. Every time I dialled the extension for SE service department, it would ring twice, beep, and then hang up. So, I started calling other departments in the company and the they just transferred me right back, and I would get disconnected again. Then, I dialled 0 and got the operator, who was almost as rude as the SE reps, and told me to call SE for any updates. I told her I was sick of this back and forth, and can I please talk to someone. So she forwarded me to a supervisor. I left a message, and waited a few days and received no call or email back.
Frustrated, I called SE back and told them my situation. The rep this time was nice, and said he would make note and look into it for me and someone would contact me within 24 hrs.
I waited a two more days, and nothing.
I called Flextronics again, and went through the exact same process. And then nothing.
Called SE back again, this time they told me they can’t do anything until I reply to Flextronics’ quote they sent me. I told them I haven’t received anything from them and have been desperately trying to get a hold of someone there. This rep then said he will escalate it to a supervisor.
Again, a few days passed and nothing.
I called SE back and demanded to speak to a supervisor. The rep was being very rude and tried to avoid the situation. She finally caved and put me on hold for at least 5 minutes. I spoke to a supervisor who was just as rude as her reps and took another 5 min looking into my file, and asked me the same verifying questions again. She told me that the policy states the repair is not covered under warranty because of physical damage.
I told her that this was ridiculous bc the phone was in near mint condition. The only physical damage was that there was a tiny crack in the very bottom left corner of the screen that isn’t even close to the call speaker. And when I say the crack is small, I mean small. It was more like a deep scratch.
Anyway, after trying to defend that the crack had nothing to do with why I brought my phone in for repair, she told me it was up to the repair centre. I said, fine. At this point I just want my phone back. She said she will relay the message.
Waited some more, and then nothing.
I repeated this process for 2 more weeks.
The reps kept telling me that the situation would be taken care of and that the case was escalated. Some reps even told me that the escalations were never processed properly. Arrgghh...
After almost reaching the 5 week mark, I left a desperate message with Flextronics and SE practically begging for my phone back.
There is an obvious discrepancy between the communication between SE and Flextronics.
Finally, after 5 weeks someone actually called me from Flextronics!!!
He explained to me why I had to pay for the repairs. Even though he agreed with me, he said that due to the relationship with SE they can’t fix the speaker unless they fix everything! Including cosmetic stuff!
F’n ridiculous.
He asked if I wanted to try and call SE and dispute this with him. LOL. I was like no way, just give me my phone back.
He said they’ll ship it today and i will receive it tmrw. Let’s see what happens....
Because of this nightmare of the poor quality of the device itself, I will never ever buy another SE smartphone again!!!
i have to say thats a nightmare. i am so sorry that happened to u. i hope this doesnt happen to u again. thanks for the warning about se though. thats people i dont want to deal with. i hope u have better experiences with smartphones.
Sent from XDA Premium from my X10a rooted running 2.3.2 gingerbread rom from rdannar
Here in Austria the SE-CCAs (sitting in Germany) are very nice and competent.
The only thing is, when you bring something in for repair, they always just flash the firmware first and send it back to you so you have to bring it in again, however the snd attempt always worked.
And CC in the US are by principle a nightmare and rude. In the best case they are nice but dont get what you want, because they just hang to their conversation script and dont listen.
On the other side I dont want to know what BS they have to listen to every day.
Quote Sony Erisson"Make it believe"...This's the way of SE treating their customer and provide the poor quality of the products,slow update of firmware and iresponsibility after-sales service.My X10 had been sent to the service centre for changing the motherboard which caused the reboot loop more than 1 month ago but i don't have any news whether it's getting the job done or not.My phone's still under the warranty and i think the warranty would be gone after i take back.Somemore,the xperia arc's coming out soon but i consider Samsung Galaxy S2 which's more powerful with dual core processor.I won't drop into the trap of Sony Erisson anymore...
Update: Failed to deliver once again. Phone has still not been returned as promised by Flextronics. Arrrgghhhh
That sucks for you OP, I would raise hell if I were you, you gotta treat them the same way they treat you to get **** done.
Sent from my X10i using XDA App
OP, if I was you, I'd punch those idiots in the face
So, the argument that says "only 10% of SE consumers, you guys, complain against SE 'cause lack of Android upgrades but the 90% of ppl don't care and love SE" dies here. Im pretty sure that 90% of people wouldn't 'love' SE thanks to things like this, no matter if they want Android 2.2/2.3 or not.
I repeat one-more-time: SE, NEEDS to WORK in the human part.
Oh.. I know all about Flexitronics/SE issue. My Phone stopped charging and I sent it into repairs. I too got the runaround and had to be calling in contantly to get any type of headway.
I was informed I would get callbacks, which I never got. Hell they even said I would get a gift for all my trouble - nothing.
My advice is to get someone from Flex and DON'T HANG UP. Refuse to disconnect the call until you talk to a supervisor. Be Polite and never swear - just tell them to put you on hold until a supervisor can speak to you. This will destroy the Rep's Call time stats and they shouldn't be able to just hang-up on you as you have not done anything to warrant such an action.
Good Luck!
Here is my situation with them:
http://forum.xda-developers.com/showpost.php?p=8396874&postcount=48
http://forum.xda-developers.com/showpost.php?p=8574507&postcount=53
http://forum.xda-developers.com/showpost.php?p=8593403&postcount=55
http://forum.xda-developers.com/showpost.php?p=8611836&postcount=59
Yeah dude sorry to hear about that situation, I hope whatever company you buy from next has better service than that.
You didn't mention it on your post, But did they tell you that they have a FLAT FEE OF $185 FOR PHYSICAL DAMAGE? yep, no matter how small that scretch is they'll probably shove that down your throat.
I had my run in with SE Service, luckily for me I had a tad better outcome.
Check out my situation:
http://forum.xda-developers.com/showthread.php?p=12075634#post12075634
Thepuffytaco said:
Oh.. I know all about Flexitronics/SE issue. My Phone stopped charging and I sent it into repairs. I too got the runaround and had to be calling in contantly to get any type of headway.
I was informed I would get callbacks, which I never got....]
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Click to collapse
Yeah, they are the worst.
Update: On Friday, March 11, a rep from Flextronics called me, same guy who I spoke to previously. He actually said "I recognized your voice so I don't need to speak to you."
Before he said goodbye I demanded to know where my phone was bc he promised I'd have it on Thur, March 10.
His reply was, oh well, if you don't receive it by Monday, call us back. WTF?
Any way, I finally got my phone back UNFIXED.
Long story short:
- Sony Ericsson and Flextronics' customer service sucks
- almost 7 weeks without my X10a, only to get it back UNFIXED
darkgoth678 said:
Yeah dude sorry to hear about that situation, I hope whatever company you buy from next has better service than that.
You didn't mention it on your post, But did they tell you that they have a FLAT FEE OF $185 FOR PHYSICAL DAMAGE? yep, no matter how small that scretch is they'll probably shove that down your throat.
I had my run in with SE Service, luckily for me I had a tad better outcome.
Check out my situation:
http://forum.xda-developers.com/showthread.php?p=12075634#post12075634
Click to expand...
Click to collapse
They quoted me $108 to fix the screen, so a lot cheaper than $185. But, I refused out of frustration and principle. I bet even if they had fixed the screen and speaker, I'd still have speaker problems.
Good job on your self-repair btw. I would be too nervous to take any tools to my phones. Bad experience in the past. lol
Looks like SE approved service centers are the same, no matter the country. I sent mine 2 times already because of issues related to the USB connector in the phone (not charging and not having stable USB connection via cable). Got it back 2 times fixed partially, now it charges but the connections still is worthless.
So my sympathy goes to you
Dont Buy a Sony Erisson! 35 weeks in repair only to be returned unfixed
I had the same issue Tase.
Im still very annoyed. Im reporting them to the better business bureau as their service is beyond a joke.
I got two X10s. One for my gf and one for me. Her USB port died after a few months so it went back for repair and they swapped it for a reconditioned model.
Mine died after about 9 months went back and got swapped for a reconditioned model which i wasn't really thrilled about. Weeks later my reconditioned model failed. The phone started just turning itself off and dropping calls until finally it wouldn't even come back on.
I work in my home office and my phone is either in my pocket or on my desk so nothing has ever happened to it plus i had it in the plastic protective bumper case as well.
I sent this phone back in April! I waited for a few weeks and kept getting the run around so in the end i said forget it and went and changed phone providers and got a Samsung Galaxy SG2. I didnt want to pay Rogers $50 to use some old piece of crap when i had paid for a Smart phone.
Anyway i still continued to contact them trying to get an idea when it was coming back. I got told the same as you. "Its been escalated" etc.
Another time the guy said he had no idea why it was taking so long and didnt have any idea where the phone was or what was happening. He promised me a call which i never received. I didnt experience any rudeness but every time i waited on hold for ages and was occasionally cut off whilst on hold.
I finally got the phone back this week unfixed! That's what? About 35 WEEKS?!!!!!!
Absolutely ridiculous! How does it take 35 weeks to do that?
Their excuse is that the USB port is broken and they have said this is physical damage and its not covered.
They must have baboons running the place!
I did not break it, the usb is just crap because they cheaped out and is a known problem with the phone. That wasnt the issue anyways. It wont turn on! I can put a fully charged battery in it and it still does not turn on!
The repair centre are a joke. I should have known better. We had two C510a's before this and when they both broke at exactly the same time (due to needing a system update!) and were both sent back mine was sent back unrepaired stating liquid damage when the thing has never been anywhere near liquid. I fixed it myself in 2mins using the proper update software not the pre bundled crap the phone comes with.
I don't know but they works fine in my country. Bring it and they will replace mainboard or even a phone for you such as can't charge... . However, I think the reason is the Flextronic. Also, you should check the phone before buy it from another guy. There must be something wrong so he sells it. And you have to check carefully.
They are pretty renowned for their poor customer service. Check the arc forum to see what I'm talking about
I had similar experiences with Samsung. It can take ages before you get your phone back. Besides, the people in the service centers have no idea what they are talking about.
Just an example. Here they quote that the Galaxy Nexus is a Google device and when you have questions you should contact.......MICROSOFT.......
Microsoft would be the owner of the OS and responsible for firmware updates
maddes1402 said:
I had similar experiences with Samsung. It can take ages before you get your phone back. Besides, the people in the service centers have no idea what they are talking about.
Just an example. Here they quote that the Galaxy Nexus is a Google device and when you have questions you should contact.......MICROSOFT.......
Microsoft would be the owner of the OS and responsible for firmware updates
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Click to collapse
TROLLOLOLOL.
Or maybe cat got its tongue (or something like that)?
I have had 0 issues with flextronics, but I am often in Newmarket and I just drop in and ask them the progress .. they are not able to hang up if you are standing right there. Was this a x10a or the x10i?
Darth Glacious said:
Looks like SE approved service centers are the same, no matter the country. I sent mine 2 times already because of issues related to the USB connector in the phone (not charging and not having stable USB connection via cable). Got it back 2 times fixed partially, now it charges but the connections still is worthless.
So my sympathy goes to you
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Click to collapse
Ah ah ah, not so fast. I have gotten my x10 replaced free of charge not once, but twice for motherboard related problems in the US. I was under warranty and they respected that. After sending number one in for repair they told me that they would rather replace the device as opposed to reparing the damaged one. They sent me a brand new x10. This lasted about a month before it too began to experience random massive overheating, reboots and eventual failure to charge, boot or respond to any input whatsoever. Say what you want, but I have two x10s and a fully charged battery from the one that never had to be replaced didn't work in the damaged phone either. Anyway I called se up again. Of course I was still under warranty, so they replaced it again. This time I got a device that performs admirably, taking the highest overclocks I can throw at it with custom kernels.
This experience has not impressed me with the general build quality of the x10, but it showed me that at least some reps from se are interested in customer satisfaction.
Then again, maybe they outsourced to some of willy wonka's oompa loompa's!
Sent from my X10 using XDA App
Companies almost never hold up their side of the warranty sadly =(. I actually find apple to be one of the better places for customer service . Anyhow i usually just contact Better business bureau if they don't do what they say they'll do. They sort things out for you . One of my friends said just threatening to use BBB works too lol.
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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Click to collapse
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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Click to collapse
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!