Database Users

My Nexus One/HTC Ordering Debacle

I ordered a replacement AT&T Nexus One on Monday 6/7 at 8:00 am.
I received no confirmation email, just one stating that my card had to be authorized, etc. The funds ($529) almost immediately went on hold from my account. I called immediately following the order, stating that I hadn't received a confirmation for the new device/shipping label for the defective device. She said "We're about to switch over our system, so I'll push it through manually. You should receive your Device and shipping label within 24 Hours". Great, I said.
This morning, I woke up and still nothing. No shipping label. I called again. Spoke to a different HTC rep. I told her I hadn't received the confirmation etc. She said the funds were awaiting authorization. I explained that they had been authorized, just not updated on there end. She checked and saw that, talked to a supervisor, and "pushed the order through". I should be "receiving the shipping label within 2-3 hours and the device within 24". Great, I said.
3 hours later, no shipping label. I called again. This time, I talked to a seemingly more savvy rep. He told me the same, the funds were awaiting authorization. I explained that this was the third time I was calling about this. He placed me on hold for a few minutes, came back on the line and said, once again, "I've pushed it through". I told him that the last two reps said the same, to no avail. He kindly placed me on hold again. When he came back, he said "I've given the order priority and escalated the situation. You should receive your device within the next 24 hours".
I REALLY wanted to believe him. I couldn't.
3 hours later, I called back and spoke with another rep. This gentleman was clearly a smart guy who had it together. I told him the situation. He reviewed the action taken by the last three reps and said "I just dealt with this same type of situation on my previous call". The real story came out.
Apparently, HTC/Google screwed the pooch.
They've "switched over to a new system", meaning everyone who purchased seemingly within the last week has been left in "Order Limbo". That's right folks, HTC has my money and my phone. Not only did they neglect to warn customers that they were making this switch, they also didn't notify their CSRs (customer service reps). This man actually called the texas corporate office to get to the bottom of the situation. He was extremely kind and helpful. He had told me about the previous customer who had ordered and not received. He was headed to Kuwait with the army. I told him my situation wasn't quite as dire, as I was just using an old, broken G1/Dream in the meantime. He snidely remarked "that sounds worse than Kuwait to me". I chuckled, but wanted to move on to the bad news.
He said it is totally out of his hands, he'll make the notes on my account. He explained that several orders were placed in this 'Limbo" period. They are apparently stuck in the "awaiting authorization" phase of the process. The must be MANUALLY PROCESSED by the Texas corporate office. He said they're begrudgingly giving him "24 hours or bust" till shipment. That means that not only will my $529 Nexus One not be delivered next day, it won't be delivered the next day, or the next day, or maybe even the next.
HTC, Google, I love you. Please don't screw this up any more. Please provide some sort of fix for the faithful customers. Your product rocks. Your service reps are extremely kind and attentive. Your system is, apparently, a mess right now.
I should not suffer because you have made the mistake of switching over your "system" and fudging dozens of orders.
My final rep said, jokingly, "No good thing comes without pain". I said, "I thought the $529 was the pain".
Please, HTC/Google, fix this, get me my phone, and then do something else on top of it to make me happy. This is to the point of frustration.
Figured this might clear things up for anyone experiencing the same. We can cry together.

Uh dude...they said to give them 24 hours. You gave them three after each call. At least you didn't get a defective phone after a long wait like I did. I'm down 1124 for the nexus one until htc processes the return of my defective one.
I know you are anxious to get your hands on the phone, but you must understand that nothing in this world runs smoothly 100% of the time.
Anyways, just wanted to give you some perspective on your situation. Good luck. Hope you enjoy the phone whenever you get it.
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Sent via the XDA Tapatalk App

You should call your bank to let them know that you're buying the phone and how much the total charge will be so they don't hold it up. Also, don't freak out so much. This happened to a lot of us, myself included, when the phone was released.

needmoregigs said:
Uh dude...they said to give them 24 hours. You gave them three after each call.
I know you are anxious to get your hands on the phone, but you must understand that nothing in this world runs smoothly 100% of the time.
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They said I wold receive a shipping confirmation after 3 hours on two occasions. That's why I called back. Only on the last call did I get actual, factual, accurate info.
I can't believe you guys are just like "whatever". I get that in the scheme of things, it's just a phone, but it's a $529 investment. I'm paying for a premium product - I expect premium service at every level.
The thing that really bothers me is that I wasn't notified in advance, ie. "We are undergoing system maintenance and orders are subject to delays". I was told next-day. I expect next-day. I work in social media. My phone is one of my greatest tools. My first Nexus has "Bad RAM", that's why I'm having the replacement unit sent out. I think I have a bit of a right to be upset at this point.

chordmasta said:
They said I wold receive a shipping confirmation after 3 hours on two occasions. That's why I called back. Only on the last call did I get actual, factual, accurate info.
I can't believe you guys are just like "whatever". I get that in the scheme of things, it's just a phone, but it's a $529 investment. I'm paying for a premium product - I expect premium service at every level.
The thing that really bothers me is that I wasn't notified in advance, ie. "We are undergoing system maintenance and orders are subject to delays". I was told next-day. I expect next-day. I work in social media. My phone is one of my greatest tools. My first Nexus has "Bad RAM", that's why I'm having the replacement unit sent out. I think I have a bit of a right to be upset at this point.
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If you're having a replacement sent out, why did you have to order a new one?

I chose the "We'll hold $529 from your account, send a new unit, you send the old, we diagnose and charge whatever, subtract that from the $529, and release the rest" method because I was told I'd get it a phone the quickest this way (within 24 hours). It's now been 52 hours and I just received the shipping label for my unit that needs repair. I was supposed to receive that within 24 hours as well.
Do you understand why this is all very frustrating? Communication has been 100% initiated by me, I have not been kept up to date, and only one rep has been transparent with me. Meanwhile, I'm Nexus-less.

[Horror Story] How HTC is so incompetent and ridiculous. Show your support!

Hello everyone, this is my horror story that began on June the 30th of 2010 and is still ongoing.
All for a swap of my defective HTC Nexus One phone.
I request that you please show your support as the only way we can ensure something like this doesnt happen again is to band together.
http://www.facebook.com/group.php?gid=120012004718856&v=wall
Here is the story:
I had arranged for my nexus one which had started to accumulate dust underneath its screen to be replaced by HTC. When I received the replacement, the unit had a faulty screen, power button and the battery cover would not fit properly. As a result, I filed a complaint online and received a call back from an agent who advised my that a replacement can be set up for the DEFECTIVE REPLACEMENT UNIT that I had received.
I told her that I would like to go ahead with that, but I'm currently busy and need the device and I would appreciate it if she could call me back on the 25th of August to set up a replacement. She agreed and scheduled me for a call back.
I ended up not needing my device for as long as I had anticipated and called in myself on the 14th of August to set up the replacement myself and had it arranged. I shipped the defective unit and according to the details from FedEX the unit was received on the 24th of August at the repair facility. The previous agent did STILL give me a call back on the 25th of August. She confirmed with me that she saw on the notes for my case that I had called in and had the replacement set up, and if I was satisfied. I told her yes, I have sent in the defective unit and am just waiting for my new unit to come back to me. This was on the 25th of August.
Two weeks later, I called in to HTC and inquired about the status of my phone as I had received no notification or my new device. I was advised that for some reason, my previous ticket was CLOSED AND DISCARDED. ***WITHOUT A REPLACEMENT UNIT BEING SENT BACK TO ME***
Since that date, I have been calling HTC almost EVERY SINGLE DAY, speaking to supervisors after supervisors, who have ALL promised me call backs but have NEVER called me back (for the exception of ONE SINGLE PATHETIC PHONE CALL, to advise me that Britney, a supervisor at the call center, had NO information for me).
I have since called in almost every day, and EVERY SINGLE DAY I have been promised a call back from a manager, or Upper management, but HTC has failed to deliver EVERY single time.
I have been lied to by agent after agent, and supervisor after supervisor, and what is even more sad is that I still have NO INFORMATION about the status of my device after an astounding MONTH AND A HALF.
I have spoken to agents by the following names at the call center:
Chardene
Chantelle
Christopher
Daniella
and 3 others whose name I cannot remember
Supervisors by the following names:
Nicole
Daniella
Pamela
and two others whose names I cannot recall at this time.
EACH AND EVERY ONE OF THESE AGENTS HAS PROMISED ME CALL BACKS EVERY SINGLE TIME I HAVE CALLED. AND I HAVE NOT YET RECEIVED MORE THAN ONE CALL BACK (FROM BRITNEY, who is supposedly working on my case, who did not even speak to me, but left me a message on a phone number that I specifically asked *on at least 5 occassions* to not call me at).
HTC has absoloutely dissappointed me.
The following are my case numbers that were created by HTC that are relevant to this issue:
10CAC37***124 - This is a repair ticket which was created WITHOUT MY CONSENT, and I was advised by Chantelle, that the reason this was created was due to the fact that a unit cannot be in HTC's posession unless there is a ticket created. They told me not to worry about it
10CAD3****0107 - this ticket number is the replacement that was setup for my DEFECTIVE REPLACEMENT DEVICE and WAS DISCARDED WITHOUT A NEW DEVICE BEING SENT BACK TO ME
10CAD2****0073 - this ticket number was created for the defective unit which had dust underneath its screen, and was to be replaced originally with a WORKING unit.
The serial number for my device that was sent in is: HT03TP9**153
The serial number for the defective replacement device which was sent back is: HT03TP9**136
HTC promises to its customers that once a defective device has been received, a new replacement device will be shipped out the NEXT business day. Clearly, these are all lies. Not only have HTC displayed incompetency in helping out a PAYING customer, but they have LIED on many occasions to their customer.
I even called the corporate head office and left a message on the voice machine about this issue, but did not receive a call back. Hopefully, this will now get sorted out.
The original defective device was set up to be replaced on the 30th of June, 2010 and it is now September 2010 and we are still nowhere.
(Sept 20th) last time i spoke to them was on Monday, I was supposed to get a call back from upper management of the call centre on that day, but of course, that was another lie. So i called in myself and asked to speak to someone.
ended up speaking to a supervisor who claimed that she promises first hand that someone WILL call me back by the end of the day today (monday), and what do you know. today is wednesday and still no information, no call backs and im sure ill be on the phone with them again shortly to figure out whats going on now
UPDATE #1: On the 22nd of September I called in again and spoke to a supervisor first, then I was told im being transferred to a manager. When I was transferred, it was another supervisor, who said management isnt available.
End of the conversation resulted in the promise of a call back after Ms. Simpson would speak to her MANAGER, Krishana, and would call me TODAY before the end of her shift at 10 PM EST. BEfore i hung up, I told her i would gladly wait for management on hold all day and she told me that something like that is not possible. She PROMISED me that she would call me back, 100% for sure and let me know what happened.
And well, no call back, nothing at all.
UPDATE #2: September 23rd, I got an email from Google's android team and was advised that they followed up with HTC for me and if i do not hear back in 72 hours that I should call them.
This was after I submitted a complaint to google's online systems.
the saga continues.
Update #3 from September 23rd: I called in at 10:00 PM at night and asked to speak to Daniella Simpson (the supervisor who had promised to call me back) right away.
After speaking to an agent first, when I was transferred to her, she said shes sorry for not calling me back, but she got busy. She said that she had a lot of things to do, and that she was going to call me back today and how I was the first name on her list of things to do. *YEA RIGHT* Its 10 PM and she was thinking of giving me a call back now?
She told me that she emailed her superior Mr. Harris about the whole case, and he emailed the repair center. She said I should hear back today from them for sure.
That was it. I told her about how Google had contacted me and she basically said that she will forward the concerns to Mr. Harris.
and on we go
update sept 25th: so after not hearing back on Friday or today, i decided to call in and figure out if anything new had happened.
when i called i spoke to an agent named Gary, he said no supervisors are available and no managers either. Just out of curiosity i aksed him to check the notes for my account, and he goes, they were updated today last.
they read "device shipped" and had a tracking number. So no one called me back, no info from anyone, no tracking numbers before i had called in, and i don't know what they are shipping back.
talk about irresponsible. we'll i guess ill find out in a few days what happened and ill keep you all updated
follow the facebook group for up to the minute updates and information. I will keep you all updated

hmm i think this is the case where you need your IMEI & S/N number and go to the police ...

Credit card issuer...

Damn, that is horrible service. I'd take them to court if I were you, sounds like you've gathered more than enough evidence to do so.

****ers. Tell them that you refuse to hang up without an answer. Tell them that the next phone call is to the CC company and the police.
Can't wait to hear how this unfolds...

im on the phone with them as we speak. and im speaking to another supervisor.
she tells me that we have no info, and promises me again that someone will call me back as soon as possible.
i advise her that no one has called me back until now, why should i believe you now? she says because she is a different person *BULL*****
so now ive asked to speak to a call center manager and am now on hold waiting to speak to them.
just to advise you guys that in the past, ive also been put on hold to speak to management but everytime they come back after 10-15 minutes and say "oh im sorry, but he/she isnt available, and will call you back" but i dont get anything.
this time shes actually tranferring me, lets see what happens.
i will keep you posted.

mixxy said:
..
she tells me that we have no info, and promises me again that someone will call me back as soon as possible...
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With the IMEI they know exactly what happend with your phone ..

I just Googled this and it seems like a common problem with the Nexus One customer support. Look here, someone else had a very similar thing happen and one of the replies said "Another one of these. Seems a huge number of phones are going missing."

Post it on one of there tweeter pages

ok, so i just got off the phone with them.
the supervisor did NOT transfer me to management, but to a higher supervisor; one i had spoken to before (on Friday, the 17th of Sept). She told me upper management would have called me back on Monday, but of course they didnt, and then when i called back on monday another supervisor told me upper management would call me back.
okay, on to today. so i spoke to daniella simpson a higher level supervisor who said that NO ONE from upper management was available to speak to me and that no updates were received. After complaining for about one hour and going over with her about details after details, she basically told me she'd call me back today.
when i told her ill gladly wait on hold all day, she said she cant do that because she is the only supervisor on duty.
will keep u guys posted.
if you can, please show your support by joining the facebook group or relaying the story to anywhere you can. I'm hoping to get media attention to finally get this handled because nothing else is working.
and i know i can file a dispute with my cc company, but that would take even longer.

no bueno You will reach a point where you have to assess if the time you are spending is worth not just buying a new phone and washing your hands of the entire situation. I know it's the principal and such but everyone's time is worth a certain amount to them...I hope you find recourse before your reach the end of your limit dealing with this.
Sounds like you are going the distance though...best of luck!!

sorry you got shuffled.
the energy spent on this endeavor would be much better tossed at anything else. do a charge back on your cc and move on.
(shrug)

I bricked one of my Nexus Ones after one click rooting. I tried to flash a theme as a ROM...oops. Since I have two Nexus Ones I just decided to send it in to HTC and see what happens rather than get frustrated fixing it myself. I shipped it off and it was back in my hand in six days working great.
Sorry you are having such a difficult time...makes me feel lucky. I have to say I was very happy with HTC service tho. They even emailed me an overnight prepaid shipping label and my Nexus One was shipped off an hour after I called them.

deprecate said:
no bueno You will reach a point where you have to assess if the time you are spending is worth not just buying a new phone and washing your hands of the entire situation. I know it's the principal and such but everyone's time is worth a certain amount to them...I hope you find recourse before your reach the end of your limit dealing with this.
Sounds like you are going the distance though...best of luck!!
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i already purchased a samsung galaxy s, and yes ur right it is the principle
had i been working fulltime right now i would not have put this much time into this, but i guess graduating from uni and applying to jobs for a few weeks has its benefits during the down time.
i said the same thing to the high level supervisor, and said had i had a full time job, what would the outcome of this case be?
mind u i paid 676 dollars for this device shipped to my door, and being a student, that kind of money is not easy to come by

If it were me, I would keep calling back. Hang up, and call right back. Just keep pissing them off the same way they're pissing you off.

rickytenzer said:
If it were me, I would keep calling back. Hang up, and call right back. Just keep pissing them off the same way they're pissing you off.
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haha well i cant sink to that level because it gets me nowhere, and it'll be more time consuming on my part than theirs who just have to answer the calls.
im going to try to issue a charge back with my credit card company soon. lets c. i told them id wait until friday

I'm still waiting for my replacement. I did my cc "authorization" sat morning.... no email sent for shipping (did get a return label email though). I finally called today, and the lady said she would "email" the warehouse for shipping.... lol.

why not check up on the tracking number to see where your phone is, if the phone is signed and recieved its not your problem what so ever, call up htc, give them the tracking number and tell them to do something about it.
my experience with htc is very good, im quite surprised that they pull this kinda of bs on you.
gl with that

This is happening to me as we speak... mmrrraaa **** HTC right?

vvaffles said:
why not check up on the tracking number to see where your phone is, if the phone is signed and recieved its not your problem what so ever, call up htc, give them the tracking number and tell them to do something about it.
my experience with htc is very good, im quite surprised that they pull this kinda of bs on you.
gl with that
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Mine has never been that great. W/ my Kaiser, HTC wouldn't he'll because it wasn't a US tilt. With my xperia x1a, went back and forth between Sony and HTC(fixed problem myself). Judging by emails, i'm guessing that ht c's websites work is based somewhere out of the united states. My emails have such weird syntax that it reminds me of the commercial that says : this is Peggy!

Issues With Samsung Customer Support

I sent my Nexus S in for a faulty rear speaker on August 25th. They received the phone on September 1st. On September 6th, the ticket was updated saying the phone was repaired. Then two days later, the ticket was placed on hold due to a part being on backorder (even though the phone was supposedly repaired two days prior).
I first called Samsung on September 20th to ask for an update. The representative said the ticket didn't have any updates and they opened an expedite ticket (but didn't provide me a ticket number) to get an answer from the repair center.
I called again on the 23rd. Same deal as the previous call. No update, expedite ticket opened, but no ticket number.
I called on September 27th asking for another update. No update in the ticket, but this representative actually gave me an expedite ticket number to reference.
I called today, October 3rd. Still no update on the status of the repair. I asked to be transferred to a manager. They transferred me to Executive Customer Relations. After spending 27 minutes on hold I finally got a hold of a representative by the name of Kevin. I asked how long does Samsung hold a phone in a repair status before they ship out a new unit to the customer. He told me Samsung doesn't do that since they don't stock phones at the repair facility (ok, but Im sure Samsung has other facilities that do stock phones - they are the manufacturer after all). He then put me on hold to get an update from the Dock Manager at the repair facility.
He came back after about 4 minutes on hold. He said the Dock Manager has no update from UPS as to when the shipment will arrive. I asked what part were they waiting for and he replied the rear speaker. They thought it was the wiring from the main board to the speaker and replaced that, but the phone still exhibited the same issues as when it first arrived.
I asked if - hypothetically - UPS still doesnt deliver the parts in, say, two weeks, what happens? He responded that a manager will make the decision at that point to replace the phone (but I thought Samsung doesn't replace phones??).
I asked who makes that decision to which he said a "higher up". They conveniently don't have a department name or a phone number because they don't deal with customers. He reiterated that they are waiting on UPS because they will be delivering it. He implied that UPS doesn't even have the parts in their possession yet, so who knows when they will actually be delivered.
I love my Nexus S and was seriously considering getting the Prime, but after this never-ending debacle, I highly doubt I will be purchasing another Samsung device. I'm angry at myself too, because I knew damn well that the speaker was the issue and saw replacements on eBay for under $30. I wanted to keep my warranty intact by having Samsung do the repair, which turned out to be a very bad idea.
Cliffs:
-Rear speaker died on Nexus S
-Sent in over a month ago
-Still no ETA for repair
-Samsung support is worthless
Anyone else have any issues with Samsung support?

civicdrivr said:
I sent my Nexus S in for a faulty rear speaker on August 25th. They received the phone on September 1st. On September 6th, the ticket was updated saying the phone was repaired. Then two days later, the ticket was placed on hold due to a part being on backorder (even though the phone was supposedly repaired two days prior).
I first called Samsung on September 20th to ask for an update. The representative said the ticket didn't have any updates and they opened an expedite ticket (but didn't provide me a ticket number) to get an answer from the repair center.
I called again on the 23rd. Same deal as the previous call. No update, expedite ticket opened, but no ticket number.
I called on September 27th asking for another update. No update in the ticket, but this representative actually gave me an expedite ticket number to reference.
I called today, October 3rd. Still no update on the status of the repair. I asked to be transferred to a manager. They transferred me to Executive Customer Relations. After spending 27 minutes on hold I finally got a hold of a representative by the name of Kevin. I asked how long does Samsung hold a phone in a repair status before they ship out a new unit to the customer. He told me Samsung doesn't do that since they don't stock phones at the repair facility (ok, but Im sure Samsung has other facilities that do stock phones - they are the manufacturer after all). He then put me on hold to get an update from the Dock Manager at the repair facility.
He came back after about 4 minutes on hold. He said the Dock Manager has no update from UPS as to when the shipment will arrive. I asked what part were they waiting for and he replied the rear speaker. They thought it was the wiring from the main board to the speaker and replaced that, but the phone still exhibited the same issues as when it first arrived.
I asked if - hypothetically - UPS still doesnt deliver the parts in, say, two weeks, what happens? He responded that a manager will make the decision at that point to replace the phone (but I thought Samsung doesn't replace phones??).
I asked who makes that decision to which he said a "higher up". They conveniently don't have a department name or a phone number because they don't deal with customers. He reiterated that they are waiting on UPS because they will be delivering it. He implied that UPS doesn't even have the parts in their possession yet, so who knows when they will actually be delivered.
I love my Nexus S and was seriously considering getting the Prime, but after this never-ending debacle, I highly doubt I will be purchasing another Samsung device. I'm angry at myself too, because I knew damn well that the speaker was the issue and saw replacements on eBay for under $30. I wanted to keep my warranty intact by having Samsung do the repair, which turned out to be a very bad idea.
Cliffs:
-Rear speaker died on Nexus S
-Sent in over a month ago
-Still no ETA for repair
-Samsung support is worthless
Anyone else have any issues with Samsung support?
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Click to collapse
Wow that is just horrible, sorry to hear that I can't believe they won't send you a new phone that is insane.

I have to add, that the service reps were very nice throughout this, but the lack of information is frustrating.

You'd be surprised at how quickly they will get their act together when you start calling their various numbers and demand a resolution.. Over a month is unacceptable. You just have to be more vocal man.
Sent from my Nexus S using Tapatalk

uansari1 said:
You'd be surprised at how quickly they will get their act together when you start calling their various numbers and demand a resolution.. Over a month is unacceptable. You just have to be more vocal man.
Sent from my Nexus S using Tapatalk
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What numbers would you suggest? I have called 888-987-4357 as well as 800-522-7341. The teir 3 support number that is floating around online seems to be disconnected.
And no offense to the tier 1 and 2 reps, but they just aren't helping. They are polite, but no matter how many times I call, how many times I *****, they will not do a damn thing. Its always "I'm sorry sir, it's out of out control". I don't know how a company expects customers to be happy when their mantra is "please call back for more information" day after day after day. HTC doesn't do this to their customers.
Someone on another forum suggested I message a few Samsung reps directly through Twitter, which I will be doing once I get back onto my computer.
Sent by carrier pigeon

That's really rough dude. Fortunately it is not a problem I will have to endure because I voided the **** out of my warranty when I rooted.
Anyways I like to make sure to get ID numbers from anyone I talk to on any customer service. It just seems to keep people more accountable when they know the call is recorded and I know who they are. I dunno if it'll help in this situation tho. Seems like there's not much the reps can do if the manager says they're waiting on a part. The suggestions above are all valid, being more vocal and whatnot. That's probably your best bet.
Sent from my Nexus S using XDA App

It's for reasons like this that i try to keep my cell provider in the loop regarding repairs. Yes, it's a little more awkward dealing with them, but if you end up in a situation like this, then you have another fallback for getting a quick resolution.
I'm in a similar situation, i'm dealing with the search bug, so i'm sending it back and back again and again until i get 3-4 repairs in, then i can go to my provider and say "They can't fix this phone, I would like a different one" and if i'm lucky, by the time i get there, the Prime will be released, if not, i'll get a shinny new nexus S (or maybe the galaxy 2 with cyanogen)
For your current situation, the only thing i can recommend is tie up their people. One of my classic tricks is to "collect" people on the phone. Don't let the reps transfer you, make them conference and keep them on the phone for as long as you can. The upper people will be more careful on how they deal with you as to not give bad examples to the lower people. You are taking the lower people off the general queue, costing the company more money. The longer talk time will also draw the interest of the floor manager (different from a manager you would speak to on the phone) who will do whatever it takes to speed things up.
I once made a rep wait 1 hour on the phone with me cause his "manager" was in a 3 hour meeting that could not be disturbed. after 1/2 hour, he tried everything he could think of to get me off the phone, no avail. after 1 hour, they interrupted the meeting to get the manager on the phone.
Finally, no matter how frustrated you get, don't get rude, pissy or mean. Be firm but always be polite and proffessional.

Thank you for the tips. I called again around noon and requested to be transferred directly to Executive Customer Relations. I spoke with a gentleman named James. He was very polite, and in about 10 minutes of being on the phone with him, I was told I would get a tracking number by the end of the day. At 6:57EST, I received an email from the generic Samsung delivery service as well as James with the tracking number for a new device.
I must stress that the reps on the phone were really polite. I guess it's just Samsung that is making things difficult. I didn't have this problem with my TV, but that was about three years ago. Im going to have to think long and hard about buying another Samsung device.

I'm about to go through a similar situation. I shipped my Nexus S in to a Samsung service center in Texas almost 2 weeks ago and received an email today saying my repair is on hold due to parts needing to be ordered.
My issue is a bit more complicated then a speaker but come on! I hate iPhones but st least if you have a issue with your phone, Apple gives you a refurbished one on the spot(RIP Steve).
I'm going to call Samsung tomorrow and see whats going on. I cant wait months!
Sent from my HTC Sensation Z710e using xda premium

kmmxracer said:
I'm about to go through a similar situation. I shipped my Nexus S in to a Samsung service center in Texas almost 2 weeks ago and received an email today saying my repair is on hold due to parts needing to be ordered.
My issue is a bit more complicated then a speaker but come on! I hate iPhones but st least if you have a issue with your phone, Apple gives you a refurbished one on the spot(RIP Steve).
I'm going to call Samsung tomorrow and see whats going on. I cant wait months!
Sent from my HTC Sensation Z710e using xda premium
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I've been hearing that a lot of people have not been getting their phones back in a timely manner. I was contacted by a Samsung employee on here, I pm'd you their screen name. Good luck.
Sent by carrier pigeon

Thanks I appreciate that
Sent from my HTC Sensation Z710e using xda premium

Samsung has the worst customer service I've ever seen. I live in Canada and their Canadian site only has the number for the American Customer Service centre.
I was put on hold for over 1/2 hour then told to call the Canadian customer service number.
When I called the Canadian number, the reps gave me the number of the wrong service centre so I had to call them again today and ask for a service centre close to my area.
I'm expecting a call tomorrow so I hope everything goes well. My problem is with a Samsung Dryer not a cellphone, but I've experienced the same problems before when I had to call about a cellphone issue.
Overall, they're completely useless but their products are usually solid so you don't have to call them so often!

EraqEE said:
Samsung has the worst customer service I've ever seen. I live in Canada and their Canadian site only has the number for the American Customer Service centre.
I was put on hold for over 1/2 hour then told to call the Canadian customer service number.
When I called the Canadian number, the reps gave me the number of the wrong service centre so I had to call them again today and ask for a service centre close to my area.
I'm expecting a call tomorrow so I hope everything goes well. My problem is with a Samsung Dryer not a cellphone, but I've experienced the same problems before when I had to call about a cellphone issue.
Overall, they're completely useless but their products are usually solid so you don't have to call them so often!
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I had not problems finding their number on the Canadian site.
http://www.samsung.com/ca/info/contactus.html
Talking to tech support, i even got a direct number for their Montreal repair facility.

The number you see on their stupid website is the American number. The Canadian number is 1-888-899-7605
I tried the number you mentioned and some lady with a Southern accent answered and she told me they're based in the US. She then transferred me to the Canadian branch which has the number I posted above.

EraqEE said:
The number you see on their stupid website is the American number. The Canadian number is 1-888-899-7605
I tried the number you mentioned and some lady with a Southern accent answered and she told me they're based in the US. She then transferred me to the Canadian branch which has the number I posted above.
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I've called the number on the website 4-5 times without any issues. Maybe I'm just lucky.

Dude, that's extremely hard. However, because I lose my warranty when I rooted, I won't have to deal with this issue.
In any case, whenever I speak with a customer support representative, I want to be sure to collect their ID numbers. Just knowing that the call is being recorded and that I am aware of who is on the other end helps to make folks more responsible. But I'm not sure if it will be helpful in this case. If the management states that they are awaiting a part, it seems like the salespeople won't be able to do anything. All of the aforementioned recommendations, such as being more vocal, are sensible. Your best option is most likely that. If this is happening again and again the contact samsung customer service dubai or make a call on +97145864033.

Bad Samsung Repair Experience

I purchased my Galaxy 2 7" Tab right before Memorial Day. It worked perfectly for the first 35 days. Then it would just die and the only way to revive it was to plug it in, wait 5 minutes, unplug it, then hold the power button for 60 seconds. It would come back to life but the first time the screen turned off it would not come on and the above procedure had to be performed again.
I emailed Amazon and was pretty much told "Talk to the Manufacturer" OK, fair enough. Despite the fact that my family spends thousands per year at Amazon, I understand. Samsung phone support asked me for a detailed description of the problem. I stated exactly what I had to do to get the device to work. They assured me it would be noted and sent me a return shipping label. About 2 weeks later I get an email that says my device was repaired. The issue was noted as "Dead (Intermittently)" and that was it. The repair...."S/W Upgrade (External Factor)". I thought, WTF, no way that was software.
The device was returned today with numerous scratches and what look like pry marks on the rear cover. The device was PERFECT when sent in. So I fire it up and the screen shuts off and the device is doing the EXACT same thing it did before I sent it in. I called Samsung back and kept getting put on hold and was eventually told I had to send it back yet again. I asked why as obviously they did nothing to fix it the first time. They said that if it comes back again with the same issue I *might* be able to get a new device. I also asked why my device was cosmetically damaged and as you can expect, the CSR gave me some BS about how careful they are. Really? They pried my back off, scratched it, nicked it, and that is what they call being careful? To top it all off, it was shoved into a box with absolutely no packing material and was banging around in the box. Even if they do actually repair it, what are the odds it makes it back again without being damaged further?
All in all I'm very frustrated with Samsung support. I understand electronic devices fail, but they should actually be able to fix the device on the first return. Especially when the problem is so obvious. It's like they don't even care. I will certainly think twice before buying another Samsung product.

I certainly can sympathize but you know they all pretty much are the same. I've had similar experiences with HP, Dell, Toshiba, and Sony over the years and that's just with electronics. My latest was with a IKEA desk I purchased which showed up damaged sent back just so they could send me another damaged one. We can only blame ourselves and parents who passed on buying products and services from reputable companies to buy from the low price companies. Its become so standard practice that they all pretty much operate this way now. Costs too much too care and we the customer don't buy from companies who care. Plus its all about the shareholders.
With that being said. Thank you for sharing your story. It just may make a difference when I purchase my next device. Damn, who am I kidding. It will make a difference. I don't want to deal with companies like that.

You're right. I usually buy my electronics from Best Buy. I have always had great customer service, especially when I get Best Buy Corporate involved. I purchased 2 Asus Prime tablets at Christmas last year. One for me and one for my son. The GPS never worked but we kept waiting for the magic firmware fix that never came. WiFi was also weak. I sent an email to Best Buy Corporate and within hours I had someone call me, called my local store, and allowed me to exchange both for the TF700's. Some 8+ months after purchase. I buy a lot of stuff at Amazon but not typically electronics. I made the mistake of purchasing this at Amazon as I had a gift card I wanted to use. They have great prices but come day 31, forget about returning it for an exchange let alone 8 months later. I did send an email to Samsung NA headquarters so maybe they will make sure it is fixed or replaced the second time around. One can always hope...

Mike02z said:
You're right. I usually buy my electronics from Best Buy. I have always had great customer service, especially when I get Best Buy Corporate involved. I purchased 2 Asus Prime tablets at Christmas last year. One for me and one for my son. The GPS never worked but we kept waiting for the magic firmware fix that never came. WiFi was also weak. I sent an email to Best Buy Corporate and within hours I had someone call me, called my local store, and allowed me to exchange both for the TF700's. Some 8+ months after purchase. I buy a lot of stuff at Amazon but not typically electronics. I made the mistake of purchasing this at Amazon as I had a gift card I wanted to use. They have great prices but come day 31, forget about returning it for an exchange let alone 8 months later. I did send an email to Samsung NA headquarters so maybe they will make sure it is fixed or replaced the second time around. One can always hope...
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I should email best buy and raise hell about my tab. Maybe I could get a new one or allowed to upgrade to a 10.
Thanks for sharing. I love my three Samsung devices and I'm upset for you. They should treat us, the customer a lot better. I've spent a lot of money on my toys. We all have. Assholes.
I refuse to buy something like this online. I use the power of the receipt to its full potential.

OK, so as is my usual practice when I am unhappy with service a company is providing, I did some research and found the email address of the CEO/President of Samsung NA and sent a nice email. I did that last night and got a call from the office of the President of Samsung NA this morning. The nice woman reviewed my case and within 3 minutes said "We will replace your unit with a brand new unit". She asked if I had already sent my old unit back for repair. I told her it went out this morning. She said the day it is received I will get a new, unopened P3113 shipped via overnight to my home. She apologized multiple times. She then sent me an email with all her contact information and told me to contact her if I have any further issues or questions. As I have discovered, it's all about getting to the right level of support.
While I am still unhappy that Samsung was unable to fix my device the first time, and did cosmetic damage, I'm extremely happy with the way this was handled in the end. Samsung will keep my business in the future.:good:

That's awesome! I'm happy for ya bud. It also makes me feel good that they stood behind their product and took care of the most important person. The customer. Kudos for you as well for taking the time to do this right. Sometimes I forget we the customer have to make the effort to handle these kinds of issues correctly.

Mike02z said:
OK, so as is my usual practice when I am unhappy with service a company is providing, I did some research and found the email address of the CEO/President of Samsung NA and sent a nice email. I did that last night and got a call from the office of the President of Samsung NA this morning. The nice woman reviewed my case and within 3 minutes said "We will replace your unit with a brand new unit". She asked if I had already sent my old unit back for repair. I told her it went out this morning. She said the day it is received I will get a new, unopened P3113 shipped via overnight to my home. She apologized multiple times. She then sent me an email with all her contact information and told me to contact her if I have any further issues or questions. As I have discovered, it's all about getting to the right level of support.
While I am still unhappy that Samsung was unable to fix my device the first time, and did cosmetic damage, I'm extremely happy with the way this was handled in the end. Samsung will keep my business in the future.:good:
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Gotta note also that first device was just plain bad luck.
Sent either from my p113 (gtab 2 7.0) or i997 (Infuse)

Ryanscool said:
Gotta note also that first device was just plain bad luck.
Sent either from my p113 (gtab 2 7.0) or i997 (Infuse)
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Yup, I realize this happens. I suspect if I had not gone this route the device would have come back still broken and they would have probably made good anyway. I just saved a step or 2. I've been fairly lucky overall with electronic devices.

I just wanted to follow up on this. I did receive a new unopened Galaxy Tab 2 via UPS on Monday 8/27. The outer box was destroyed and the inner box was damaged but the device was perfect. I have been using it heavily all week and it has been performing well. While not the best service experience, at least Samsung made it right with a single email to the right place.
My advice to anyone experiencing poor customer service, with any large purchase, is to do a little searching and find the corporate directory and with any luck you can find the CEO/President's email address. These addresses are typically monitored by high level CSR's that can do things other CSR's cannot do. I have used this trick multiple times with multiple vendors and it has always gotten me great service. A well written email can do wonders. Good luck!

Glad it worked out well in the end Mike and thanks for the "tips" hopefully i will never need to use them.
:good:

Kudos to you Mike ! If we all do like you did standard of Customer Care will get raised to great heights.
Would you like to share your email so it might serve as a template/sample for others ?
Thanks !

Sure, in fact I will share both the email I sent to Samsung and the email sent to Best Buy about the Prime TF201.
Samsung:
Sent to Samsung NA CEO and President. IT was someone from the president's staff who called me the day after this was sent.
Hello Yangkyu-san,
My name is Michael SXXXXXXX and I have been a long time Samsung Customer. I have 4 Samsung HD TV’s, a Samsung Galaxy Nexus and a Samsung Galaxy 2 7” tablet along with multiple other Samsung products. I’m writing to you as I’m very frustrated with the service I have received on my defective Galaxy 2 7” tablet. The device was purchased at the end of May from Amazon. Right after my return period expired, I started having problems with the device. It would just die and the only way to restart it was to plug the cable in, unplug it and hold the power button for 60 seconds. I called Samsung and they took all my information and said I needed to send the unit in for repair. I clearly explained the symptoms in detail and the CSR said he made all those notes in my repair order.
After 10 days, I received an email stating that my unit was repaired. The Issue summary was simply “DEAD Intermittently” and the fix was “S/W Upgrade (External Factor)” The Service ticket number is 4115XXXXX. The unit was returned today and within 5 minutes was exhibiting the exact same behavior. I again called Samsung service and was told I needed to return my unit yet again. The new ticket number is 411XXXXX.
I am very frustrated that despite sending this unit in for repair once, I need to send it in yet again and be without my device for another 2 weeks. I understand electronics break but what I don’t understand is why I need to return it again after sending in for repair once. I asked if I could just get a new device since it appears to me that the repair center is unable to repair it. I was told that if it comes back again unrepaired, I *may* qualify for a new unit.
I use this device for work and cannot afford to continue to be without it. Now I must wait another 2 weeks before my unit comes back hoping it is repaired properly this time and if still broken then I may be able to get a replacement? Adding additional time to my wait for a fully functional device. I honestly expected much better from Samsung support. It should also be noted that my device was in perfect cosmetic condition when sent in. When returned there are scratches on the back and what looks like pry marks on the back cover. I did not expect to have my device damaged cosmetically along with it not being repaired properly.
Please let me know if there is anything Samsung can do for me. I am returning the Tablet tomorrow, again leaving me without a major work tool for yet another 2 weeks and hoping it is actually repaired and not damaged further. Thank you for your attention in this matter.
A lifelong Samsung customer,
-Michael SXXXXX
[email protected]
[email protected]
215-xxx-xxxx
I received a call the next day and a follow-up email is below:
Mr. SXXXX,
As per our phone conversation, my contact information is below.
Thanks,
Heather XXXXX
NAHQ CSD VOC
Samsung Electronics America, Inc.
85 Challenger Road, 7th Fl
Ridgefield Park, NJ 07660
[email protected]
O: 201-373-XXXX | M: 973-590-XXXX | F: 201-329-XXXX
Office of the President: 1-888-480-XXXX
Below is the email I sent to the CEO of Best Buy regarding my defective Prime tablets:
Dear Mr. Mikan,
I’m sorry to bother you but I feel I have to report issues I’m having with products purchased at Best Buy back in December of 2011.
I purchased 2 Asus Prime tablets for Christmas. One for my son and one for myself. We have had nothing but issues with these tablets. The GPS does not work on either tablet at all. Even after getting the free GPS dongle we cannot get GPS to function. We also have horrible WiFi. I spent hundreds of dollars to upgrade my wireless thinking that would help the WiFi issues. That did not help.
Recently, I started reading where many people are having the exact same issue that I am having. I understand these are design defects in the Asus Prime TF201 and cannot be fixed. Many have returned their ASUS prime tablets in exchange for the newer TF700 table at Best Buy. Even those having their Prime’s longer than I have had success. I tried to do this but was basically laughed at and told “No way”.
I have been a loyal Best Buy customer for years and spend several thousand dollars per year at Best Buy stores and at Best Buy online. I’m just asking to be allowed to return by 2 defective TF201 tablets and get full crdit towards 2 new TF700 tablets. My understanding is the design flaws of the TF201 were fixed in the TF700. Below are my 2 order numbers. Anything you can do to assist a long time customer would be greatly appreciated.
BBY01-4355XXXXXXXX
BBY01-4322XXXXXXXX
Regards,
Michael SXXXXX
215-XXX-XXXX
[email protected]
On this request, I received a call about an hour after I sent it and the woman I spoke to asked which store I wanted to return my items to. Since it was after hours, she promised to call my local store and "see what she could do". The next day at 11:00 AM she returned my call, gave me the managers names and told me to take my 2 Prime's and dock in for full credit towards 2 new TF700's and the TF700 dock. I was in and out of the store in 10 minutes.

You have set a good example.
May be you could also guide us on how to find these "Premier" e-mail ids as i was once trying to reach Head of LG but could not find any Contact info
Thanks again

Bon-Joon Koo is the CEO of LG. From what I can tell, the email address format lg uses is last name first initial at lge.com so I'd try [email protected]. I found this by searching for less than 5 minutes. More diligent searching may find the exact email address. If you get a rejection keep trying different combinations.

silentvisitor said:
You have set a good example.
May be you could also guide us on how to find these "Premier" e-mail ids as i was once trying to reach Head of LG but could not find any Contact info
Thanks again
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LG was good regarding my 6 year old tv.
Basically, the power board went out, and I was unable to purchase the repair parts.
They gave me a prorated refund of 300 bucks ( would have been more I'd I had receipt) almost enough to buy a new tv.
Sent from my HTC Sensation 4G with Beats Audio using Tapatalk 2

NEVER utilize Motorola support for repairs- A horror story

TLDR summary: Sent a Razr MAXX HD in to Motorola to have a cracked screen repaired with a guarantee that it would be done within 5 business days. For over the next month, I am continually lied to that I'd get a phone back within the next 1-5 days (depending on who I talk to), before they finally reimburse me for a replacement, well over a month later.
Full story:
I'm a huge fan of Motorola phones. My first cell phone after High School was an old school Razr, and outside of a brief dalliance with a BlackBerry Storm (my first smartphone), every other phone I've had was made by Motorola. I got a Droid X soon after release in 2010, loved it, and replaced it 2.5 years later when it was showing it's age by getting a Razr Maxx HD on release day. Totally happy with the Razr Maxx HD... until it accidentally fell out of my pocket onto a rock in a parking lot and cracked the screen. Phone was totally functional still, including all portions of the touchscreen, but it had spiderweb cracks on it so I figured I'd get it fixed.
I was excited to see Motorola offers repair services for things not covered by the warranty. motorola-global-portal.custhelp.com/app/answers/prod_answer_detail/a_id/91148/p/30%2C6720%2C8579/kw/ said it would only be $100 and they can do the lens replacement in (at MOST) 5 business days. It's such a routine repair that they had a separate price set up explicitly for it. So on Friday 04/19, I open a case, give them my credit card details, get an RMA number, and ship it via USPS the same day. I pay a few dollars extra to guarantee it gets there by Monday (4/21) morning (and to get tracking), figuring it should be repaired by that Friday (04/26) and I'd have it soon after that. Meanwhile, I reactive the almost 3 year old Droid X.
Then the problems start.
Monday, 04/22, USPS tracking confirms that the phone is received at 9:50am. I get an email from Motorola reminding me to send it in at 2:50pm, 5 hrs later. I figured it hadn't been processed yet. Tuesday (04/23) afternoon, I manage to check the status of my repair (with difficulty) at their website, and it shows it hasn't been received yet. Their website ( globalrepairtools.motorola.com/serviceandrepair/device/index/en-us/trackrepair/ ) has a LOT of problems, working extremely inconsistently, hanging in multiple browsers and sometimes even putting me through and showing me the status of a repair COMPLETELY unrelated to mine (even though I made sure to copy/paste my own RMA number). Wednesday (04/24), it still showed that my phone hadn't been received, so I called Motorola support (for the first time). After checked the tracking details, the representative confirmed it had been received, but had not yet been logged into the system, and said that the original 5 business day timeline was still likely going to happen. Friday (04/26), still no progress.
Monday 04/29, I call back, they note that according to their system the phone was received on 04/27, five days after it had been delivered, and that the 5 business day cycle actually only starts after it's logged into their system. I was assured that because they had records of talking to me on 04/23 and the phone had already been received then, they'd expedite the repair and I'd hear from them soon after with a tracking number for the shipment. Fast forward a couple of days with the same story (promise of an expedited shipment), on 05/03 I call back again and get told that, Lo and Behold, they were having some further "technical difficulties" at their repair facility but the phone should 100% be done by 05/08 (13 business days and 17 calendars days after it was initially received by Motorola), and I'd get expedited shipping from there. They said they'd send me a bluetooth headset for my trouble (something I don't particularly need). I emailed in a complaint to Motorola at this point, and whoever responded to the email simply said "I could see here that you already spoke with one of our agents from our Repair Team. They assured you that you will get your phone by May 08. We'll just have to take their word for it. I'm sure that they will expedite the repair from here. Our system is doing some updates that is why this happened."
Fine. 05/08 rolls around and I still haven't gotten any details... So I call back, pretty early that morning. They tell me (AGAIN!) that they had some problems at the repair facility and now have no ETA whatsoever when my phone might be done (they don't have any idea what's going on with it. My personal theory is they lost it), but they can send me a replacement Razr Maxx HD. I was OK with that option, but the rep says it will take 3-5 business days until I have the device, though he said it was more likely to be 3 than 5. That puts us at 05/15, right around when I had my family coming in for some big personal events, and I didn't want to be dealing with this then (and I wanted a phone with a functioning camera, while the one on my Droid X was broken).
05/10, I get an email that the order for my replacement Maxx HD was being processed. There was no tracking information in that email, though it did say there would be tracking information forthcoming. Now, for the bluetooth headset they mailed me the previous week, I got the email with the tracking # two days after the headset arrived, so I figured this would be a similar story so I should call in for a tracking # (so I could be home to meet the device when it arrived). Monday 05/13, call and there's no details. Still haven't received any email by Tuesday morning, 05/14 (4-5 business days after my conversation early on 05/08, depending on how you count it), so I call again to see if I could get a tracking number, and actually get a representative who says the phone is in a box at the warehouse ready to be picked up by FedEx. They say a tracking number would only be generated once it was picked up (which sounded strange to me). I call again near the end of business on Tuesday and get much the same story, where a second representative gives me the same story about it being in a box.
05/15 (5-6 business days after the replacement was ordered, 18 business days after Motorola received my original phone for repairs). The representative I get this time says there was some kind of mistake the previous day because of technical difficulties at the distribution warehouse and my order was in a status called "booking", but should be shipped within the next few days. I will admit I got angry at this point, but the agent assured me he had contacted the warehouse and it would only be a day or two till they got through the back orders. Note that at this point, they set some kind of flag so every time I call I start out at level 2 support. Which would be fine, except level 2 support has a minimum of a 35 minute hold time throughout the day, so I'd already practically memorized the entirety of Motorola's hold messages. The representative promises to call me back that day no matter what he hears from the warehouse people to give me an update. No call was ever received.
05/16 (25 calendar days after Motorola received my phone): I call again, get told that the phone was through "booking", was actually "picked", and was in a box and ready to be shipped that day. I call in between spending time with my family (who I see rarely) and different events I have to go to. I ask whether they actually talked to someone at the warehouse and got a confirmation that it would be shipped. That representative says she doesn't have any contact information for the distributor against an email address (say what?) but she'd be happy to send them (yet another!) email. She offers to escalate me to their "executive support", but it's already 4pm so they've gone home. I get a promise I'll get called back the next day.
05/17 AM: I call again, get told that it was still "picked", but would DEFINITELY ship that day. I ask if anyone has heard from the warehouse, the answer is no. I inquire as to possible Saturday delivery because it's getting dangerously close to when I'm actually leaving the state/country on a trip that I will need a phone for (because I've paid for a micro-SD card that I'll use abroad and it's my only planned way to keep in touch with my responsibilities back home), and get told by the representative it's probably not possible but I'll definitely get a call back later that day. I have some events planned that evening where I can't touch my phone, so he says he'll leave a VM or an email with details of any updates.
05/17 PM: I get a call from Motorola somewhere around 6pm and they leave a voice mail saying they saw I talked to someone that day already so they don't have anything to add. (say what?) Then I get an email from Motorola that has one word in the subject (HOTDELAY), and it basically says "please call us" and a different number than the one I'd been calling. So I call that number as soon as I'm able, get through to a supervisor for the repair team. Oh my, apparently the distributers warehouse was having further technical difficulties! Amazingly, that phone that I had been assured four (or was it five?) separate times would be shipping "that day" all week, wasn't actually in stock! They won't be able to ship me a phone until late June at the earliest. Needless to say, I flip out, saying that's completely unacceptable. So the supervisor says she'll call corporate and get back to me on Monday (05/20), since they'd already gone home and wouldn't be in on the weekend. She promises she'd call me by 1pm on Monday.
05/20 early PM: Wow. Supervisor actually manages to call me back around 1230pm and gives me the offer that Motorola will give me a Droid 2 as a loaner phone until they get the Razr Maxx HD back in stock. That's right. Not a Droid 4. Or a Droid 3. Or a Droid 2 Global. But the phone that is FOUR MODELS out of date and as old as my Droid X. Needless to say, I tell her that that is not an acceptable option, and the only thing that I'd accept at this point is for Motorola to reimburse me in full for the cost of a phone. She says she'd look into it.
05/20 later PM: I get a call back from the supervisor. Corporate has agreed to reimburse me for a phone. Hallelujah! I ask a few questions. It goes like this: "Will they reimburse me for the full value of the phone?" "Yes." "Will I be reimbursed all taxes and fees?" "Yes, of course, we will reimburse you all taxes". I should have gotten details of all this in writing, but I didn't think of it. I almost cry from joy to finally get this resolved. I go to Best Buy (because they don't have a charge to return phones and at this point, I'm skeptical until the check is sent) buy a phone for full price (because I obviously don't have an upgrade available for myself yet), fax them the receipt with my case number, name, and address written on it, and move on my merry way. I figure I'll call them later the next day to make sure the fax was received and the reimbursement is being processed. I was so excited because I was leaving for my multi state/country traveling on 05/22, and I was relieved to get this huge monkey off my back.
05/21 (the 1 month "anniversary" of Motorola receiving my phone): I get a phone call back from supervisor lady. She is incredulous that I somehow thought they'd reimburse me for a brand new full priced device. Apparently she meant they'd only reimburse me for the purchase price of the original device, so they want my receipt back from October and will only reimburse me for $250 (and for none of the VZW subsidy that I got by signing a new 2 year contract). I can only respond that I never agreed to such an absurd deal and that there is absolutely no way I'd accept 1/3 of the value of the phone that I sent in to be repaired as reimbursement. She says that's the maximum they'd consider reimbursing me, and that me buying a replacement phone myself was my own problem and that I should return it. I request to speak to her supervisor and eventually get forwarded to their corporate consumer advocacy office. Talk to someone from consumer advocacy who says they'd look in to see what they could do for me and we'd talk again later that afternoon.
05/21 PM: Individual from consumer advocacy calls me back. Says there is no way anyone would ever agree to reimburse me the full value of a replacement device, just the subsidized price I paid once. He acknowledges that the device is valued at much higher than that and that I only got that price through a subsidy I (for all intents and purposes) pay back through the contract I'm still liable for, but he says that is irrelevant for their purposes. I tried to escalate to an even higher level of support and get this resolved, but he refused, saying there is no one higher and that I had to take what he offered or leave it. When inquiring about another option (compared to getting reimbursed a fraction of the cost of the device), he changed the story regarding their stock of phones once again and says more will be in stock on 05/22. He also personally guaranteed that mine would be the first one out the door from that shipment. When I said I didn't believe him, he said that given my case history he wouldn't believe himself either, but I had no other choices. He said they'd ship it to where I would be on 05/22-05/23. After numerous complaints from me about the absolutely abhorrent service so far, he (begrudgingly) attempts to offer me another bluetooth headset. After my frank refusal of that, he finally offers to ship me a $100 google play card. All this time, he just patronizes me with "I understand your frustration", and no real apology on behalf of Motorola.
05/22: I get a call back from consumer advocacy. It turns out that no, in fact, there was no stock that came in that day. They offer to send me a Razr M until they can get more HD MAXXs sometime later the following month. I refused, and say (again) that the only option I'll accept at this point was reimbursement for a replacement device, because it's been a month and I'm leaving the country for a few weeks and don't want to deal with this. He says it's not possible. I ask who could make it possible and get told this is a policy of their finance department. He refuses to let me speak to the finance department, but puts me on hold and (lo and behold!) he says that he spoke with them and got approval to send me a check to reimburse me for the replacement. But because they're paying the full amount, I will not get a $100 google play card for my trouble or any other reimbursement. I should be thankful that they deign to pay me back for the device I sent them (and they lost somewhere). I make sure to get this offer sent to me in writing later that day.
05/30: They mail the check. Only took a week. I was amazed. I got it a few days later.
Lessons learned: NEVER utilize Motorola for any kind of repair services. A repair that I could have easily done in 30 seconds (if I could have reasonably gotten ahold of the part without having it shipped from Hong Kong over a period of 2+ weeks) was not only never completed, but ballooned into a whole saga.
I've considered filing a complaint with the Better Business Bureau, but I don't think they could do anything. I don't know what else I can do, so I'm also spreading the story to all the forums I know so people can be warned to not use their repair services. Would have done it earlier but I had the international travel and then a whole bunch of work to do when I got back.
Legal action for my time (I estimate I spent >20 hrs on hold/talking to Motorola) wouldn't be worth it, given that any attorney would charge more per hour than Motorola would ever offer me. To be honest, I'd have been satisfied if they had ever offered me a sincere apology, an honest update on the situation, or maybe even that (paltry) $100 that they had considered offering me but in the end took the offer back. I was over a month without a normally functioning smartphone.Instead, all I got was patronization, dishonesty that I'd get a phone back "soon", and a bluetooth headset.
If any of you are stuck down the motorola black hole, the biggest advice I can give is to call the consumer advocacy office. Insist you be transfered up there if you have to. They are also less than honest and less than useful, but they seemed to at least be able to contact the people that could do something. If they tell you something is not possible, don't trust them. Insist to find out who can make it possible, because it probably is. I'd post the number myself, but I don't know how much I'm allowed to.

Yup, this is exactly why I try to repair stuff myself instead of sending it in.
But thanks for sharing.

That's why I get the best buy warranty. 10 bucks a month but this is my 3rd phone. Each one has been free and taken no longer then a week.
Sent from my PACMAN MATRIX HD MAXX

That's why I take care of my electronics.

Not our finest hour...
Raryn said:
TLDR summary: Sent a Razr MAXX HD in to Motorola to have a cracked screen repaired with a guarantee that it would be done within 5 business days. For over the next month, I am continually lied to that I'd get a phone back within the next 1-5 days (depending on who I talk to), before they finally reimburse me for a replacement, well over a month later.
Really sorry to hear it. We (Motorola Support) are just recovering from a rough patch in repair, and looks like you had one of the worst experiences. It's not typical of our performance and we are working hard to get 100 percent back to our quoted turnaround time.
Again, sorry you had such a crummy experience.
Click to expand...
Click to collapse

I was going to say I've read elsewhere of delayed repair times.
I am utterly shocked and devastated they were only willing to reimburse you for the subsidised amount! Who says you have an upgrade or access to one?!!
I am even scared to write about screen issues. My insurance company has a hard enough time keeping my model in stock and I can't afford to have $700+ temporarily out of commission.
Legal action... Maybe small claims court?
I would always remember never count on anyone for anything. You're bound to be let down and stressed. I can tell by the girth of your story you mean what you say.
It looks like Motorola read this. I'm shocked they didn't send you a free accessory or something to help compensate you.
I love this phone and its battery life and laugh every time my friends are tethered to an outlet. But all in all its just a cell phone and luckily you were even offered a loaner to begin with.
Fortunately this is not a story we hear every day and hopefully some xda members will chime in with their positive experiences.
Motorola please port webtop to this device!
Sent from my DROID RAZR MAXX HD

That is by far the worst experience I have heard of so far, and by all means if the customer has paid for the device and can prove so, should be entitled to a full refund or at least give the original phone back so the person can find other less stressful means of repair. That is simply unacceptable and Motorola should be held fully accountable if they are going to brand their name on anything. This story makes me upset even gees.
Razr HD
Eclipse V 1.3

Who said you were guaranteed to get it back in 5 days? Their website says 7-10 days after receiving it.
My experience with Moto service was OK. Not great. Just OK. I did get it back quick, 5 business days in fact. Their website and tracking are a pathetic joke for sure.
Like you, USPS indicated that my phone had been delivered but their system didnt show it. I contacted them and they gave me the same spill about the system having problems. I can accept that software systems can have problems sometimes so I wasn't to upset. I figured id give it a few days.
A few days passed and my phone still showed it hadn't been received. I called them and made sure (in a very respectful way) that i was very unhappy that they were having problems. They escalated my case and i talked to a new person. The new person gave me about the same explanation as the first person but assured me they would have it to me a max of 10 days from receiving it. Frustrated I accepted their excuse.
The next day it sowed as received in their system and that they were repairing it.
Two days later it showed as shipped. Funny thing was the "Shipped", emphasis on the "-ED", was for that day at like 1:00 pm. I got the notification that it had "shipped" like at 8:00 am. In addition to the fake ship date there was "NO TRACKING". I was thinking that those as shats marked it as shipped to appease me.
I was about ready to call them again but gave them a chance to make good. Then the next day it showed up all nice and shiny.
They did a good job repairing it. They replaced the whole frame, not just the glass. I know because there was a noticeable scuff on the top right corner that is no longer there.
This was actually for my sisters phone. She borrowed mine because here work requires here to have a phone. Anyway, she might not get it back. :cyclops: Ive quite enjoyed it the last few days.

That's horrible!
Good thing I saw this, I'll keep your experience in mind for if I ever need to get anything on my phone repaired. I can't believe you went through that much trouble. I quite am disappointed with Motorola at this moment.

DIY Motorola Repairs
My company, Simple Phone Trade, specializes in Moto repairs. If anyone else breaks a Moto device send me a message if you want a link to our manuals (XDA won't let me post URLs yet) or need direction with parts and tools.
We don't sell parts or tools and are unbiased/agnostic concerning wholesalers (not to mention experienced and knowledgeable).