Database Users

HTC said they would fix it but didn't

Because my Nexus one had a dead/stuck pixel, I called H.T.C. and requested a repair. I sent it to them, and a few days later they said that they had examined it and determined that I needed to pay for the repair. I asked them why, and they replied that it was scratched and cracked.
Well, when I sent it to them, I had an invisible shield (a full body one, mind you) on it, and there nary a blemish on the screen. I told them this, and after a few days (and a couple more telephone calls), one of their managers had a technician examine it, found that it was fine, and said that they would fix it for free.
I received it on Monday, but didn't touch it until Wednesday because I was busy at work and waiting for the new invisible shield that I had ordered. When I used it, I noticed that they had removed the invisible shield, which I expected, but they hadn't fixed the stuck pixel! (Besides this, I had returned it to them with the original box, which they didn't send back to me)
So I called them last night and requested another repair. The representative asked me if they had charged my account for the shipping, and I answered truthfully that no, they had not charged me at all. I suppose that I am fortunate that they didn't, considering the other things they did. So now I am sending my Nexus One back two weeks after I returned it to them the first time, hoping that they will fix it properly, and without any argument.

HTC never charges you for return shipping. You only have to pay to ship it to them.

I am sorry you are having these troubles!
I successfully swapped my Nexus One due to a dead pixel within 3 days! I made a call on Day one at 11pm and by Day 3 at 8 am I had my replacement phone.

uansari1 said:
HTC never charges you for return shipping. You only have to pay to ship it to them.
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That's a bit crap, in the UK they email you a pre-paid shipping label.

I live in the U.S.A., and they sent me a prepaid shipping label. I'm just ticked off because I sent it to them, argued with them for four days, and they didn't even fix it, and two weeks later I need to send it right back. Plus it cost me another Invisible Shield.

Swap method is always better, faster, and easier. Plus, you get a new phone. Who doesn't love that?

They said that they couldn't swap it because it was too far (a few weeks) the purchase date. Maybe the person I spoke to didn't know what she was talking about. That's sort of my impression of the support division of the company, though I know I'm probably having an unrepresentative bad experience.

keet said:
They said that they couldn't swap it because it was too far (a few weeks) the purchase date. .
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I think this is BS from HTC. I swapped my N1 after almost two months. They will put a hold on your credit card; if you can live with that the replacement is much faster than the repair.

I'll consider that if they don't fix it properly this time. I didn't want to swap it because of my engraving and the full-body invisible shield that I put on it, but if they don't fix it this time, I probably won't be willing to trust their repair department again.

I had much better customer service from Apple when I had my iPhone ..I'm getting really annoyed with HTC ...especialy with that multitouch issue..

I have a question. Did they release $28 after you got your 'repaired' phone?

bobdude5 said:
I had much better customer service from Apple when I had my iPhone ..I'm getting really annoyed with HTC ...especialy with that multitouch issue..
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I had a dead easy time with apple and my wife's 3G and her 3GS ... you walk in with the broken phone, they demand £150 (ish) for the repair which is always your fault. They then do an estimate and if its expensive (ie > £150) they turn round and say it's BER (beyond economical repair) and offer to sell you a new one. If it's a cheap fix (ie cracked glass) they repair it and pocket the £150.
Now that is customer service!
Other issues such as the 3G problem on the iPhone where it cascades from 3G to Edge to GRPS to No Service and the only way to get it back is to either power off or switch to airplane mode and back. Took it into two phone shops and then the Apple store in London and their solution? Turn off 3G.
Although their best to date is a macbook which I hardly ever use stopped charging. Rang up and they said bring it in to the Genius Bar in 2 weeks. I did, they then said it's warranty expired yesterday (13 days after I reported the fault) and refused to touch it. Demanded to see the manager said they would do me a favour and look at it for free as it was only 1 day outside warranty. They checked the battery and it had been charged 37 times in a year. The guy said this was quite heavy use and was a years worth and I would have to buy a new battery! Queue one massive kick off in the Apple store, resulting in them begrudgingly fitted a new battery!
Or the iMac 24" ATI I bought that crashed all the time, they gave me 3 units before I read on the internet that it was a software issue. I started running XP and voila ... sorted. Apple rolled out a fix quietly without telling anyone a month or so later.
Yes Apple support rocks!
All modern companies support sucks in some cases ... get used to it. Sell a million units and if you get 99% satisfaction you will get 10000 unhappy customers. Give them a platform to shout on and voila!
I bet not everyone gets Apple support like I do, some people probably can't believe how good they are.
Anyway, enough ranting, I wish google would fix the screen calibration issue although I only need to dab the power button and unlock it to fix mine.

keet said:
They said that they couldn't swap it because it was too far (a few weeks) the purchase date. Maybe the person I spoke to didn't know what she was talking about. That's sort of my impression of the support division of the company, though I know I'm probably having an unrepresentative bad experience.
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HAHAHAHAHAHAHA!! Having worked in multiple call centers let me be the first to tell you that it's hard to find intelligence or common sense in them. I work in a call center for AT&T right now and I do work for the Vice President and Assistant Vice President because nobody else knows what they're doing. As soon as they realized that I had common sense and knowledge of technology they took me off of the phone, gave me a raise and converted me from Contractor to Employee. I asked my Director "Why do you let the managers hire people who are so ignorant" His reply was "I'm paying them $17/hr, I don't expect them to think. We have the information and tools set in place to think for them. If I wanted them to think then I would hire people with a higher intelligence and I would pay them more. Instead, I have people like you come up with tools and other things to think for them"
So this is why I hate when people say "I called T-Mobile and they said..." because that means nothing. You can get a different answer every time because most of them don't know the answer because your questions are above their level of intelligence. Now, I'm in no way saying that every person who works in a call center is an idiot. I'm saying that a large percentage of them do not understand anything about what they're troubleshooting.

I was reading a survey in P.C. Magazine about customers' ratings of the service and product quality from companies such as Apple, Toshiba, and Hewlett-Packard. They rated things such as the frequency with which hardware was found to be faulty soon after purchase, how easy it was to have it replaced, and other such topics. Apple did rank first overall, and Toshiba ranked second. This doesn't surprise me, since I have a ten year old Toshiba Tecra 8100 that still runs fine, though I've fixed the screen hinges.
H.T.C. was not in their listing, and I had never dealt with their support before. I replaced my X51v's screen myself after having it for three years and getting some water damage (I also replaced the backup battery later), and that's working fine now. I'm kind of nervous now -- I half expect my Nexus One to come back with real scratches on the screen, or more dead pixels, or some other problem that it didn't have before. After they already accused me of damaging it last time, I sort of wonder what they might damage to do with it this time -- something worse than sending it back unfixed.

jin1207 said:
I have a question. Did they release $28 after you got your 'repaired' phone?
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Yes, they did; they didn't charge me any money.

dumbestcrayon said:
HAHAHAHAHAHAHA!! Having worked in multiple call centers let me be the first to tell you that it's hard to find intelligence or common sense in them. I work in a call center for AT&T right now and I do work for the Vice President and Assistant Vice President because nobody else knows what they're doing. As soon as they realized that I had common sense and knowledge of technology they took me off of the phone, gave me a raise and converted me from Contractor to Employee. I asked my Director "Why do you let the managers hire people who are so ignorant" His reply was "I'm paying them $17/hr, I don't expect them to think. We have the information and tools set in place to think for them. If I wanted them to think then I would hire people with a higher intelligence and I would pay them more. Instead, I have people like you come up with tools and other things to think for them"
So this is why I hate when people say "I called T-Mobile and they said..." because that means nothing. You can get a different answer every time because most of them don't know the answer because your questions are above their level of intelligence. Now, I'm in no way saying that every person who works in a call center is an idiot. I'm saying that a large percentage of them do not understand anything about what they're troubleshooting.
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dwl, classic!! Are you also saying any one with great talking skills can get the job as customer rep too?

keet said:
Yes, they did; they didn't charge me any money.
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Thanks, buddy. I can let mine go to repairing.
Hope you get what you expect

I sent it back to them last Thursday, of course, and received a message on Monday saying that they had received it. Today, I received another message saying that they had completed their diagnostics, and guess what my option was? Pay for repair, just like last time! I sent a response asking why and called them, but all the morons in their customer service department could do was 'escalate' it, so I just sent a complaint to the Better Business Bureau.

bobdude5 said:
I had much better customer service from Apple when I had my iPhone ..I'm getting really annoyed with HTC ...especialy with that multitouch issue..
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I would be careful saying anything pro apple on this forum, lol.
I have been pretty lucky with both of my htc products so far. My N1 is great and so was my G1.

keet said:
I sent it back to them last Thursday, of course, and received a message on Monday saying that they had received it. Today, I received another message saying that they had completed their diagnostics, and guess what my option was? Pay for repair, just like last time! I sent a response asking why and called them, but all the morons in their customer service department could do was 'escalate' it, so I just sent a complaint to the Better Business Bureau.
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By chance did they answer your question? or at least tell you the results of the diagnostics and how much they charging?

Beware if you buy parts from Global Direct Parts

Anybody looking to buy parts from Global Direct Parts .com beware of them, it's a scam.
I placed an order for 4 ribbon cables for HD2 phones on a sat. The next monday I wanted to add something the said it was already processed, so I had to place another order and pay shipping.
They FAQ says they can reduce min quantities if I buy at least $ 125 of parts, so I add a LCD and place order. They cancelled since now they want $ 149 min. They also went over and changed their web site, so I cannot prove anything.
After 2 weeks my parts are not here, so I call and a wiseguy said I still have to wait until the next 2 days since it was still processing.
The next day they email me they lost my package.
I reply demanding they ship another with Express delivery to make up for the poor service.
They decline and want to issue a refund, and guess what, price on items has gone up (what a coincidence).
I emailed today asking where is my refund (paid with Paypal) and they stated it takes 2 BUSINESS days to issue it.
I placed a claim on Paypal and they emailed back threaten me to stall refund indefinitely unless I remove the claim.
Sorry for this long rant, but such a poor customer service place shouldn't be allowed to do business. I invite anybody NOT to use this place.
They also falsely claim they have all the parts in USA, while they actually dropship from China, Taiwan, and Hong Kong.
Beware guys !!!

Wow. That sux
Sent from my Ally using XDA App

I will agree. Terrible customer service. They say they have new or "a" stock.... the "a" stock are used parts, including damaged and unusable. the others are just in poor shape. then there's the problem with them making you pay to ship their junk back, even after it has been determined to be their error. that's just shady. then the total bs they call customer service... if your lucky to get someone, they are uneducated and clueless about anything going on. good luck trying to get answers or some management to reply to you. i own a repair shop and have spent (wasted) thousands of dollars with these losers.
BEWARE AND AVOID!!!!!

thanks will know

I bought 10 Ffc and no problem I'm sorry you had pRoblems with them
Sent from my SGH-T959 using XDA App

I bought a Samsung Captivate housing almost a year ago and it took about 5 days to get it. Part was new with no scratches at all.
Had no problem with them

I have bought some FFC's from them before and didnt have any issue. Good to know though if I do anything through them in the future!

I bought some. Speakers for an evo 4g about 8 months ago and all went well. About a month or 2 later I got emails from them saying that they had a major employee leave and not to trust emails coming from a. Similar company.

I had a great experience with them and the parts were perfect
Hi All,
It seems that this company went through a bit of a struggle at some point. Being a business owner myself I know that dealing with the public is not always easy especially when you have employees that are not the right fit. You can only do your best and learn from your mistakes and successes.
I just purchased tablet frames from them and they were perfect, the customer service was perfect and I am going to their website now to purchase more. I found some really hard to find products in new condition and at a great price. Personally my experience was great and I would highly recommend them. Definitely NOT a scam. They delivered.
Lance

Clay333 said:
I bought some. Speakers for an evo 4g about 8 months ago and all went well. About a month or 2 later I got emails from them saying that they had a major employee leave and not to trust emails coming from a. Similar company.
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I think it is true that maybe a competitor is trying to sabotage them. I saw the same exact review plastered across several different review sites. I just got parts from Global Direct Parts recently. While I can't say the parts are so good, the customer service was very rapid and good. Apparently they sent an aftermarket that was suppose to be OEM. The customer service agent said the Huawei OEM parts are hard to come by and they usually get it out of refurbished phones now and some might have been refurbished before with aftermarket parts that they didn't end up catching. They immediately refunded me saying since the OEM parts is hard to come by, there is a good chance I'll get another aftermarket.
The other 3 parts they sent are good and as described. I would definitely do business with the company again.

Verizon rant...

This is sort of a long story. Sorry, I just had to put this in writing to get it off my chest, I am beyond frustrated with Verizon...
I bought a Galaxy 10.1 4G LTE from Verizon Wireless online back in July. I got and love the crap out of it. It is awesome. Then I got the dreaded newton rings, and read through the epic thread here on XDA and decided to get it fixed or replaced. I walked into a Verizon store (which are becoming more common that McDonald's around me) and told them my problem and asked for a replacement. This was 9/22/2011. He said since I ordered online they have to order the replacement online and I would have it in two business days. Great. I would rather have the thing right now, but I can deal with that.
Two days later, I get an empty brown cardboard box. I call Verizon 'customer care center' and they say to wait another day or two to get the new tab and put my old tab back in the box and ship it back. They at Verizon never want their customers without a device, so make sure to wait until you get the new one, then you have 10 days to return the old one. Okay.
Two days later, still no tab. I call Verizon again. Their system says the tab is on back order, and as soon as they get one in stock they will ship it out. Okay. Another week later, I call back, same response. Another week later I call back, same response. WTF? How can a product be on back order for that long if you are still selling them in the store?
Finally (11/4/2011) I called and wasn't going to buy their back ordered story, and the lady was pretty helpful. She kept me on the line and conferenced in someone from the technical center. This lady said in a condescending tone that I had the return box, why didn't I return it to them. They can't process a new tab until they get the old one. They have 700 of them in stock, I just need to send them my damaged one and they will ship out a replacement or repair it in 1 to 2 business days. She was kind of rude, like why did I wait this long. Whatever. I boxed up my tab and shipped it off to them on 11/7/2011. FedEx tracking confirms they receive it on 11/9/2011. Nice. Maybe by the end of the week I'll have my new tab.
Nothing. I call again on 11/16/2011. Customer care rep says hmm, they are showing back ordered. I said I've heard that one before, call tech support. She calls tech support. The lady at tech says that she sees they received my old tab, but there is no note or pending shipment for the new one. She will put that order in right away and overnight a new tab to me, so I will have it on 11/17. Good, finally I might get my tab by the end of this week.
Today, 11/18/2011. I get an empty cardboard box with instructions on how to ship my tab to them for repair. I call customer care. Hmm, system says they are back ordered. Call tech support. Tech support guy says, nope there are plenty of them in stock. He sees that the order was placed on 11/16, but has no idea why they haven't sent me a new tab yet. He is going to initiate an investigation, which could take a few days. He does send me his e-mail info and contact info for his supervisor, so now at least I have someone to call direct at tech support.
Almost two months since I first initiated the repair order, two weeks without my tab, and Verizon has no clue what is going on. Great. Maybe next week...
I should have bought the WiFi version.

May I suggest finding a better Vzw store to deal with. I work with the largest indirect VZW dealer and have helped 2 put 3 people swap there's with no issues. I really hate to hear the run around you are dealing with. I would be livid. Hope this is resolved soon for ya.
Sent from my DROID BIONIC using xda premium

Get in touch with me
I work as a consultant at Verizon Wireless, I forwarded your post to my boss, I will do my best to help you. Send me a private note and I'll be in touch.
Jim

Thanks for the replies and the help. The guy handling the investigation called on Friday night and said that his records showed that the replacement was shipped and delivered to my office. Since I was at home, I couldn't confirm that, but suspected it was the empty cardboard box I got. I checked this morning, and it was. The tech did send me his e-mail and his supervisors direct number, so I left a message with the supervisor and will keep trying to get this resolved! Everyone I talk to seems like they want to help, but nobody is quite sure how to get things done. They have different policies for the tablets than their phones, and nobody seems to know how to handle the tablets.

DMMCD -
Email sent to the parties involved, along with their boss. Hope it does something....
Jim

Thanks for helping, Jim. Yesterday there was a lot of back and forth e-mails between people within Verizon, which Jim was kind enough to keep me updated on. I did get a voice mail on my work phone from a tech support supervisor last night around 6:15 pm, but I just got the message this morning. I left him a message with the information he requested (tracking number for sending my old tab back, which I gave to two different tech support reps previously). Hopefully today brings resolution. It would be nice to have my tab for Thanksgiving holiday.

I would file a complaint through your State Attorney Generals website in regards to all of this. Then VZW's Consumer Government Affairs department will research the matter and are required to respond to your complaint and to the Attorney General.
Put a little heat on them. Get as many eyes on this as possible. That's absolutely ridiculous. Unfortunately, as with most companies, the CSR's are limited to notes and what's on an account. They can tell you things all day long and try to help you but they're limited to what's in front of them.
EDIT:
For Pennsylvania the State Atty General Consumer Complaints can be found here:
http://www.attorneygeneral.gov/complaints.aspx?id=451#
Here is the form you can submit the complaint with online:
http://www.attorneygeneral.gov/complaintforms/bcp_form.aspx
Again it's all just a suggestion, you're not penalized for doing it, it's your right as a consumer. You're not suing them, you're not taking them to court or anything. You're just making a formal complaint that they have to recognize and address, then they have to identify steps they took to resolve your situation to the Attorney General.

Hopefully it won't come to that, but we'll see...
I thought things would happen today, but so far this morning I have left two messages with a tech support supervisor, along with a message for a different supervisor yesterday, and e-mailed the original tech support rep with no replies at all. The only info I had that things were happening at all were from the e-mail traffic that Jim (tommydorsey) was kind enough to forward on to me.
I don't like being left in the dark. I would like a call from somebody, even if it is to say that no progress has been made. Why can't I just walk into a Verizon Wireless store and have them hand me a new tab? That would have ended this insanity two months ago, and I would be a very happy customer.

I ordered mine online and got an in-store replacement for the Newton's ring issue. And used the opportunity to upgrade it to the 32GB model. Their are allot of Verizon "Premium Retailers' that have are pretty poor in my experience. I stay away from them and only do business a with Verizon owned store. Those experiences have all been excellent.

The store I went to is a large Verizon owned retailer. It seems like a lot depends on the particular sales rep that you have the fortune of speaking with.
I did finally get a call back from the tech service rep. He said the warehouse claims they sent the Tab to me last week. We checked the tracking number, and I confirmed that what they thought was a Tab was actually an empty cardboard 'recovery' box with that tracking number on it. I offered to take a picture. So he is in communication with the warehouse to see why they sent a recovery box rather than a tablet. The saga continues.

Okay, I got a call from the tech supervisor around 5:45 pm who said "headquarters" shipped out a tab and I should get it tomorrow. I'm crossing my fingers and hoping that it is not another empty cardboard box...

dmmcd - I hope this works today. Fingers crossed.

Yey, I finally got something. Of course the name on the label was Don and I am Dan, so it was given to the wrong person in my company and I had to track it down. But I got a "new" tab.
Which bugs me a little, it is a "certified like-new replacement". I really hope I don't have any problems with it. I guess at this point I am happy to have anything. I also lost my screen protector when I sent my original tab back to them.
The screen is different than my original one, and has the SAMSUNG logo on the bottom of the screen. I hope it stays free of the newton rings.
A tech support supervisor texted me to make sure I got it. Still not really blown away by this customer service. It took over two months to get to this point, and the last 2 1/2 weeks I was without a tablet. The last week seemed like intense negotiations just to get anything out of them at all. Too much confusion within the company. I still think they should have honored my exchange at the physical store and avoided all this mess.

WARNING! Buy At Your Own Risk

I would like to say first that I absolutely LOVE my Nexus 7 tablet. Having owned a couple of different Android tablets made by those other people (Samsung...even an iPad Mini), I can honestly say the N7 really is the best. With that being said, I would like to share my experience with them today, and I hope it helps others in being more informed about their decision to purchase in the future. Its kind of a long read, but you will be shocked at the end, so please see it through.
A week or so ago my tablet developed an issue where after waking it from standby I would have to toggle Airplane Mode on and off in order to access the internet. I was off work today so I called Google warranty about the issue. The gentleman I spoke with was very kind and, I believe, as helpful in the situation as he could be. After explaining the issue and running through some standard trouble shooting, the first technician I spoke with from Google concluded it was most likely a hardware issue and that someone from a different department (mind you, I was speaking to the warranty department already) would contact me via email in 24-48 hours.
After I hung up from him, I thought about it and something wasn't quite right. The warranty department should be able to generate a replacement or at the minimum an RMA right then, right? So I called back and asked to speak with a manager. I was transferred to a floor supervisor, explained everything that had transpired up until then, to which he promised to get to the bottom of the issue right then. He asked for my email address, which I provided, when he stated he could not find an order for a Nexus tablet. I proceeded to explain to him I purchased it from GameStop, I had the receipt with the box and date of purchase, when he abruptly cut me off to tell me he could not do anything about my warranty issue because it was bought from a third party. He explained I would have to go through the retailer or through Asus. Now, here is where my trouble with this begins. Is this not manufactured for, branded, and advertised as a GOOGLE Nexus 7 tablet...or is it brand, advertised, and sold as an Asus Nexus 7 tablet. Yes, I understand who actually manufactured it. But that is transparent. There are A LOT of products made by other manufacturers that are sold under a different brand name. In fact, there are actually quite few true "manufactures" in the world but they make and sell products daily under a different name. However, this floor supervisor was unwilling to provide me with any assistance at all. He did offer to connect me to Asus customer support.
Another hold later, and 20 something minutes into the call, I was connected to another very nice customer service rep from Asus. I again (third time) explained the issue and the steps already performed to remedy the situation. After speaking with him for a while, he agreed to issue an RMA so that one of there technicians could diagnose the problem and do a repair or replace. I asked at his point how long this process takes...TWO WEEKS. Mind you, I have only owned the tablet a total of exactly 7 weeks and 2 days. I told him that this was completely unacceptable. He then offered to upgrade my case to priority service. Again I asked for a time frame and was told this time...1-1/2 WEEKS, or 3 days faster. At this point I am furious. I asked if I could have a replacement sent out...NO. I asked if I could have one sent out with a hold on my credit card until my defective unit was received...NO. I asked if I could have a refund arranged...NO. I asked if he would be kind enough to contact GameStop to request an exchange be made...NO. MY ONLY OPTION ON A 7 WEEK OLD TABLET...A GOOGLE TABLET MIND YOU...WAS TO BE WITHOUT FOR 2 WEEKS! You have go to be kidding me! I sincerely thought Google was better than this.
I used the following analogy...you buy a brand new car. It has a warranty issue that needs fixed so you take it to the dealership at which point they say, "sorry but we cant fix it for 2 weeks" and leave you with no car. I honestly can not believe the customer service between these two companies is this poor. As well, I have had cell phones replaced by AT&T under warranty that CERTAINLY were not made by AT&T, yet Google does not share the same mindset although the tablet was clearly a Google product.
So, I write this as a warning for any of you that have purchased your tablet from GameStop, Best Buy, Staples, ect. what challenges you face should you ever need warranty service. And to those who did purchase off the Play Store exactly how Google is treating their customers. I love Google (a lot less now) but I will NEVER buy another Nexus/Google branded product again...not so much as rent a movie or buy a song from the play store. And I will take to any forum I can access to share my experience in an attempt to convince Google/Asus to improve their customer service. They have lost a customer and I implore you to share my experience with as many people as you can that may be considering a Google product or service in the future.

Here's another analogy: You buy an Apple phone from Best Buy and it develops a fault, where do you take it back to?
Buy a Google product direct from Google next time and learn about Consumer rights.

Apple is the exception in that example. Buy a Samsung, Motorola, LG, Blackberry, ect. and who handles warranty replacement? AT&T, right? ALTHOUGH it is clearly stated the MANUFACTURER warrants the product against defect. And yes...I am very aware we are not talking about AT&T, simply using it as an example.
Furthermore, I never once stated my consumer rights were violated, in fact I clearly said they offered a solution. However, from a consumer stand point, and in this case especially with the INTENDED transparency between Google and Asus, the issue was not handled with the consumer (me) in their best interest.
Feel free to flame me if you'd like, but I would put nickles to dimes that if it was you, you would feel the same way.
Sent from my HTC One using XDA Premium HD app

/waaa?
You are completely right tho. The should have a shop on hand for when you call. Just for you. Only you. You. Did I mention you?
Yeah i'm talking to you.

sigaiser said:
Apple is the exception in that example. Buy a Samsung, Motorola, LG, Blackberry, ect. and who handles warranty replacement? AT&T, right? ALTHOUGH it is clearly stated the MANUFACTURER warrants the product against defect. And yes...I am very aware we are not talking about AT&T, simply using it as an example.
Furthermore, I never once stated my consumer rights were violated, in fact I clearly said they offered a solution. However, from a consumer stand point, and in this case especially with the INTENDED transparency between Google and Asus, the issue was not handled with the consumer (me) in their best interest.
Feel free to flame me if you'd like, but I would put nickles to dimes that if it was you, you would feel the same way.
Sent from my HTC One using XDA Premium HD app
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For more reports of mishandling and cruddy CS, go here:
https://productforums.google.com/forum/#!topic/nexus/mG4JXaT-SHs[1-25-false]
Feel free to add your experience....

danvee said:
For more reports of mishandling and cruddy CS, go here:
https://productforums.google.com/forum/#!topic/nexus/mG4JXaT-SHs[1-25-false]
Feel free to add your experience....
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Thanks for the link...I posted there as well. It is cruddy. I would
D have expected more from Google in a situation like this.
Sent from my Nexus 7 using XDA Premium 4 mobile app

tweaked said:
/waaa?
You are completely right tho. The should have a shop on hand for when you call. Just for you. Only you. You. Did I mention you?
Yeah i'm talking to you.
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I'm not going to reply, much, to your sarcasm other than to say that if you think I expect more from Google than anyone else, then you're sorely mistaken but entitled to your opinion. If you read any of the post, and you comprehend written text, you could easily deduce that I was stating their current policy (unwritten mind you) on buying from third party retailers.
With that being said, how about being constructive vs. Being a smart ass. Thanks for reading.
Sent from my Nexus 7 using XDA Premium 4 mobile app

djsubterrain said:
Here's another analogy: You buy an Apple phone from Best Buy and it develops a fault, where do you take it back to?
Buy a Google product direct from Google next time and learn about Consumer rights.
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Click to collapse
Buying direct from Google won't help. When I had to have my Nexus phone replaced, under warranty, I called Google since I bought it on the play store. They gave me a number to Samsung(It was a Galaxy Nexus) and Samsung did exactly the same thing. I had to go to Wal-mart and buy a cheap flip phone to use for 2 weeks while Samsung replaced my 2 month old phone which I had bought from the Google Play Store.

It is definitely nice to go to an apple store and have a replacement in 10 minutes if you have a bad phone... I had an issue with my galaxy s4 and at&t didnt have any in stock to replace it with.... Bad experience.

I actually feel nothing is wrong with the warranty service options the OP mentioned.
It would be above average for the industry.
If I bought a premium car like Lexus then I would expect a nice loaner if my car needs works.
But if I paid for a Toyota, then it's up to the dealer ... a shuttle ride is nice enough.
I even bought my 2012N7 over ebay, haha. Worst case, I just call Asus.
Unless Google promises something and doesn't deliver ... otherwise, it's up to them (that's why I normally
talk nicely to the customer-service people).

sigaiser said:
I'm not going to reply, much, to your sarcasm other than to say that if you think I expect more from Google than anyone else, then you're sorely mistaken but entitled to your opinion. If you read any of the post, and you comprehend written text, you could easily deduce that I was stating their current policy (unwritten mind you) on buying from third party retailers.
With that being said, how about being constructive vs. Being a smart ass. Thanks for reading.
Sent from my Nexus 7 using XDA Premium 4 mobile app
Click to expand...
Click to collapse
But, I'm only good at smartass comments.

i had my nexus 4 RMA due to faulty screen and i had the most wonderful experience, the lady i spoke to gave me no trouble what so ever promptly sent me an email with the order replacement link, put the hold on my card and 2 days later brand new N4 at my door, i would actually prefer to order directly from them after that experience

Also had a good experience with the nexus 4, screen was super dim, Google sent me a new one and have me a shipping label to send my old one in the same box
Sent from my Nexus 4 using xda app-developers app

One of the reasons why I always buy from companies with excellent customer service.
Few examples..
Bought a Galaxy Nexus from Amazon and after 6months+ it developed a fault.. cant remember what it was. So me being me... its been 6months+ I contact Samsung because its been so long. They told me they can get it fixed within a week. I get it back and its worse then when i sent it. I tried again.. sent it, came back and still as bad. I contact samsung again and explain to them. They said they will contact me within a few days.
While waiting i thought what the heck... Contacted Amazon and explained Samsung has wasted my time and if possible would like a refund. They said ok right away and got my money back! Samsung contact me and I vented out to the manager/supervisor on the line and all he could say was thats great that you got a refund....
Bought a Nexus 4 direct from Google.. Again after 6months+ it starts over heating. Contact google and they said we can replace it for you no problem. They sent out a new one while i still had the faulty one.
I would pay more for a product just to have great customer service then to get it a little cheaper and have next to no customer service.

So uh, you're mad because you have to ship your tablet back to the manufacturer to replace it?
Yeah man, that's total BS! Having to send it back to the manufacturers so they can fix it, it isn't like you do that with any other product you own right?

N7 2012 woes
@ sigaiser
I understand your frustration. I have an old Nexus 7, which I bought in the UK from PC World. It developed a fault where it would not charge. PC World referred me to ASUS, who ran through various ideas to fix it (most of which I had tried after internet forum searches), gave me a code and an RMA, and told me 7 to 10 days. It was picked up by the courier for next day delivery to Triage Services, who do ASUS repairs in the UK. After 4 weeks, it came back and still had exactly the same fault. (Later, I found that Triage had replaced the motherboard.) SO after another couple of days of trying to sort it out again, I rang again and got another RMA and an email telling me to book it in. I was also told that I should have been told "up to 30 days" not 7 to 10. The courier web site this time told me I'd have to pay for the return (different courier first time) though subsequently ASUS complaints told me that that was a courier error. Away it went again, and came back with the battery re-seated. It did not charge up, so off it went again. After another couple of weeks, making a total of 8 1/2 weeks, it came back with a new wall charger - supposedly that was no longer charging (even though when it left, it happily charged my Nexus 4). I HAD told them it was not that, as 3 different chargers would not charge The Nexus 7. It lasted that day, then refused to charge fully overnight, and charging to a lower % each night. All ASUS would offer was another RMA. :crying:
In the end, I threw myself on the mercy of the team at PC World, and asked if there was anything they could do - perhaps a discount on a different tablet. They had a chat, and gave me a new Nexus 7, this time with their "Whatever Happens" replacement insurance. Result. In future I think I will be getting my stuff from them with that guarantee.:laugh:
The current Nexus 7 charges up MUCH faster than the first one ever did, so either something had been changed, or the first was always faulty.
ASUS had been helpful, but they required THREE parts of the tablet replaced before they'd replace the whole thing. I had only had one so even though I'd lost it for more than 2 months out of the 12 month guarantee they would not consider either a replacement, or even extending the warranty for the 2 months I had been without.
Triage services, on the other hand, who supposedly did the repairs, I have no time for. First time round, they booked the tablet in to their workshop 5 days after they got it (thus showing ASUS that they were working on it faster than the truth). Then clearly they never actually tried it any of the three times before returning it.

joshyc5 said:
So uh, you're mad because you have to ship your tablet back to the manufacturer to replace it?
Yeah man, that's total BS! Having to send it back to the manufacturers so they can fix it, it isn't like you do that with any other product you own right?
Click to expand...
Click to collapse
No, I'm not mad I have to send it back to the manufacturer. I'm mad because that is the ONLY option to send it back. Google told me on the phone if I bought it direct from them, they would send out a replacement right then and there. So what's the difference? GameStop is an authorized retailer. It's not like it was a black market knock off from Amazon. And as far as Asus goes (who is the manufacturer yet not a reseller), they offer no way to have a replacement sent, even with a credit card hold. So the ONLY option is to go without and wait 2 weeks, or whatever the turnaround time ends up being, without the product you paid for. That's what makes me mad.
And maybe I'm missing something, but what I can't get over is the fact that it's made for Google and sold by Google, yet Google is not supporting products sold by third party retailers although it carries their name.
Sent from my HTC One using XDA Premium 4 mobile app

I really don't see a 1-1.5 week wait as being that big of a deal, sure it would be nice to get it replaced with a new one but they do not have to offer that to you. The warranty doesn't say that they offer replacements at the first sign of an issue. Since you bought it from a 3rd party retailer I wouldn't expect Google to take care of it since it is an ASUS tablet. If you'd purchased it from the Play Store and they wouldn't help then that would be a problem.

They just couldn't move as fast as you *commanded* them too? F off.

aiiee said:
They just couldn't move as fast as you *commanded* them too? F off.
Click to expand...
Click to collapse
Lol, whatever. Easy to hide behind a screen name. You wouldn't say it to my face so why say it online?
Either way, moderators, just close this thread. Obviously no one has the intelligence to understand the point I was attempting to make so it does no one any good for it to remain open as its only going to turn ugly.
Sent from my Nexus 7 using XDA Premium 4 mobile app

Mobicity stole my Nexus 6 [battery inflated]

I just want to share my sad story with you. I've been on xda for 7-8 years but I didn't want to use my other account. Hope you understand.
Mobicity, The Silence of the Lambs
original article by Mislav Bušić, via mob.hr
Last year, soon after the launch of Nexus 6, I ordered this device from a highly reliable British webshop called mobicity.co.uk.
At the time, they were taking preorders, and due to certain discounts, I managed to buy it at a considerably lower price than in any other store.
I had to wait for almost four months to receive the device I had ordered. To put it mildly,
I was impatient and angry – both at Motorola and at mobicity – mostly because of the lack of information I was getting from them.
However, I had no other choice but to wait patiently.
Finally, I got hold of Nexus and I immediately started a detailed inspection of the device. I ran an out-of-the-ordinary unboxing,
compared it to its main rivals, Note 4 and iPhone 6 Plus, and I wrote my review. My dear editor was so pleased with everything that he,
at the very least, wished for his own copy of the device.
In the meantime, we tested various other devices, and I used the Nexus 6 along with my Note 4. At the end of May,
there was a period of three weeks during which I completely stopped using Nexus. Due to circumstances at the time,
I was travelling a lot, so I placed the Nexus back into its original packaging, because Note 4, with its far better camera and battery life,
was simply a better choice when going on a trip.
Since I wasn’t using the Nexus, I decided to pass it along to my editor. Who doesn’t love “the smell of a new smartphone in the morning”?
Since I do backup of all my smartphones almost on a daily basis, I took the box and went straight to the post office.
At the counter, in the post office, I decided to double-check if everything was in place. What followed was utter shock and disbelief.
The battery of Nexus 6 was inflated like a pack of the cheapest crisps. The cover/lid came off and there was no point in sending the device at all.
In the pre-cardiac condition, I called Krešo, my editor, to explain the whole situation. I don’t know who was in a greater state of shock, him or me.
He, because he wasn’t getting his new toy, or I, because I had it and was now left without it.
Since unfortunately, Motorola doesn’t have a representative in Croatia at all, and mobicity offers no European guarantee,
I had no other choice, but to contact more-or-less all domestic service centres in the hope of finding someone who could repair my Nexus.
I decided to log on to mobicity’s webpage to contact their customer service, and I was again confronted with another unpleasant surprise.
My account, which I had used to buy dozens of other devices, had been deleted because it had been a couple of months since my last log-in and/or purchase.
At this point I was furious. I managed to get their customer service email address and I finally managed to explain my problem to them.
What followed was a dozen of emails during the next fortnight in which I tried to explain that the device was kept in a box, in a room, at room temperature,
away from the sunlight, turned off, with no contact to moisture or cosmic dust. In a nutshell, the conditions were more than perfect.
Finally we reached the conclusion that it wasn’t my fault that the battery got inflated.
During the following fortnight we exchanged yet another dozen of emails in which mobicity very politely explained that it would be best if I could find a service centre in Zagreb that would fix my device.
The biggest problem was the non-existence of a telephone contact with the personnel at mobicity so that I could explain the situation more efficiently and quickly.
Unfortunately, their support service is as prompt and effective as the Croatian judiciary system, so you have to wait for a reply sometimes even for a week.
Weeks went by and mobicity kept on insisting on issuing a €50 voucher which would, according to them,
make up for the mental pain and the cost of battery replacement as well as possible broken motherboard or whatever.
No matter how much I insisted on sending my Nexus directly to them to have it serviced, they persistently refused to accept it.
The main excuse was the somewhat strange ban on sending inflated batteries by plane across the European Union.
This sounds logical – the battery might explode and take down the entire plane.
After a few more emails, I came to understand that this ban applies to all types of postal services, not just air mail.
After I had realised that we cannot come to an understanding, I directed mobicity’s customer service to mob.hr, the web portal I work for.
mob.hr actually attracts 200,000 unique visits a month and we cover an area of around 20 million people and, in fact,
we are the highest rated daily blog on mobile telecommunications in ExYu.
Mobicity took this as a threat and almost refused any further cooperation.
Then I politely explained that a threat would mean writing an article in English about their customer treatment and sharing this article on all leading world web portals,
including those in the USA as well as those in the UK, featuring a whole lot of pictures, attached emails and a video in English ready to be uploaded on our YouTube.
Eventually we reached an understanding. They apologized and decided to accept my Nexus 6 and service it if I agree to remove the battery before sending the phone.
That is exactly what happened. I managed to remove the battery (which meant taking the whole device apart), and I sent the device to Great Britain.
I was patiently checking the tracking number and I saw that the package had been delivered on July, 23.
I thought that maybe they would contact me upon receiving the package, and since this didn’t happen, I decided to contact them.
It turns out that if I hadn’t contacted them, my Nexus would remain there for weeks without them knowing about the whole situation.
Didn’t worry about this too much as they assured me that the device would be serviced in a few weeks’ time, so I decided to wait patiently.
Days went by and the only contact I had with the service centre was the “well-organized” customer service. I kept reminding them and sending them emails once or twice a week.
Weeks went by, and so did the first month since they received my device, and mobiycity’s customer service still had absolutely no information about the status of my device – what’s its status,
are they still waiting for parts, did they notice some other misfunctions apart from the missing battery… as if they hadn’t received the device at all.
I kept sending them emails on a weekly basis until they finally responded. Six weeks after they had received my phone,
they replied that the device was being inspected by their technicians – which actually means that they were staring at it wondering where the battery was.
I was furious, but I managed to calm myself down and I contacted the European Consumer Centre (ECC). They informed me that, since the English are involved,
I can do nothing but wait. They were kind enough to offer help and they contacted some of their colleagues in London who might call mobicity and ask them to speed thing up.
In case mobicity turned them down, the story would end here since, legally, there is no time constraint regarding the servicing of the device!
After two weeks I was informed that the battery had been replaced and that the device was being further tested.
In translation, the servicer’s son got hold of it for free for another couple of weeks or even months to play games, and,
in case the battery doesn’t get inflated again after the kid tries all possible games on Android, I will be given my device back.
After 4 (!) months, I received absolutely no news about my Nexus. Dozens of emails, complaints and status requests went by practically unnoticed.
Mobicity sent me generic emails such as “soon”, “we still don’t know”, “we’re waiting for our repair centre to reply” and so on.
At this moment I wasn’t sure if I was ever going to get my device back or if it had been given to someone else as a wonderful Christmas present.
If someone did something like this in Croatia, we would be accused of being backward, uncivilised and incompetent. Since all of this took place in the UK,
the cradle of civilisation, it is perfectly clear that there are plenty of incompetent, uneducated and lazy people outside Croatia. Maybe if I hadn’t been cheap,
and if I had offered that PR person at the other side of the email some £10 bribe, maybe he would have checked where my Nexus was and would have told his colleagues to fix my phone.
At least, that’s how it works in Croatia, where you need bribe even to get your driving licence.
About 3 weeks ago, I threatened mobicity with negative feedback article, and gave them deadline till friday to repair my Nexus. Within 24 hours,
they said my device is repaired and waiting to be shipped. Guess what? They still haven’t manage to ship it!
So, to sum up, having a warranty is a wonderful thing without which you shouldn’t buy a device because you could easily have an accident as I did, no matter how careful you are.
Be careful where you buy your device and what kind of warranty it comes with. Well-known webshops are sometimes considerably cheaper than the local retail,
but they come with certain risks involved which you have to be prepared for. Your device will most likely be taken to be serviced,
but be prepared wait for it for a couple of months or even to lose it altogether. All things considered, we do not recommend buying from the mobicity.

This is the risk you run with all sites like this.
Also Admitting to having more then one account is an easy way to have both accounts banned.
Thread closed.