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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!
Hello everyone,
I want to share with you my worse-than-a-nightmare experience regarding the HTC support.
My current ticket number is 10USD420004057 in case someone from HTC actually bothers to read this.
I bought my Nexus One the day it was launched, making great efforts to ship it from the US to my country. Then it accumulated a lot of dust under screen and I have decided to let HTC take care of this problem under warranty. I have arranged a phone swap and they sent me a replacement phone. The replacement was basically in "ran by a truck" condition: scratches everywhere, the rear cover would not fit properly ! I have then decided to send the replacement back and send my own phone for repair.
After they finally repaired my phone (about one month later !) they sent it to a wrong address. It was lost. But this is not all ! My previously opened support tickets were changed from my name to another name and there was basically no evidence that I sent my phone to them ! Luckily I had the email notifications from those tickets and also the Google Checkout invoice and I sent them to HTC. Then they said they figured out the problem and they would send a replacement phone over to me. To get to this point, I called every 2-3 days for about a month !
Since then, I keep calling every 2-3 days and also sending emails to them after each call. Every time I call they say "there are no updates". This is happening for over a month !
So my phone is forever lost at HTC and they don't want to send me my phone or another phone back. From the 10 months since I had my Nexus One, it has spent 3 months at HTC before finally being lost.
So I have spent $530 + tax + shipping only to have HTC withold my phone forever.
Right now I am saving money for a Samsung Nexus S but I will still keep calling them every 2-3 days until maybe someone from HTC solves the problem.
This was my nighmare with HTC. My advice to you is DO NOT buy HTC phones ever ! If you ever have a problem with your phone, you're screwed.
PS: when I traveled to the US last year, a friend of mine entered an Apple store with his defective capacitive touchscreen on his first-generation iPhone. They gave him a new iPhone on the spot, in 10 minutes.
Sorry to hear about you're situation mate, sadly things like that can happen. Luckily i've had good experiences, sometimes mentioning legal action can motivate people to send equipment via special delivery
My work gave me a galaxy s which I am loving, shame its got no flash but im looking forward to the nexus s
Sent from my EVO using XDA App
I would contact my credit card issuer, personally.
oh man,this is phucked
that's a horrible situation, but it's believable. I've also heard about the replacement service with Apple. How awesome would that be?!?
On a different note, I'm going to laugh if they release a phone with 2.3 on it, before pushing an OTA to the Nexus One. hahaha
Happened to me, and possibly many other users. Their warehouse is so incompetent that it is not even surprising to hear something like this.
The way I got my phone back: talk to the floor supervisor immediately after the phone call is connected. Then threaten him/her that I'm writing to the newspaper/local stations.
After maybe a month or two, you should have someone contacting you. It took me 5 weeks of doing that, every day.
Contact your credit card company and initiate a chargeback for non delivery. Explain the details of the situation and be sure to explain the length of time its been, and the constant promises of rectification; and specificlly that they have never called you back to let you know whats happening.
If they agree the chargeback, then put a list of the events that have happened, and the people you've spoken to and email a copy with a complaint to the CEO of HTC, and whoever used to be responsible at google for the sale of nexus's just for good measure
comments like 'ill never buy a HTC again' arent that effective in complaint letters, use commnets like 'I appreciate in a large organisation errors can occur and are not always spotted, but i am astonished that once it was brought to your attention your company was incapable of dealing with the situation.'. You can also mention writing to the local press, and wether they would like to be quoted on a response.
Humiliation usually works
You never know your chargeback might go through and they might send u a nexus as a good will gesture.
OP- "After they finally repaired my phone (about one month later !) they sent it to a wrong address. It was lost"
That could easily have been the FedEx delivery man's fault instead of HTC. You need to get a FedEx tracking # from HTC and see the address on it to find out if HTC messed up writing the address or if the FedEx driver messed up delivering it.
I used to work at FedEx and knew of a courier that, eventually, got fired because he knew which boxes were iPhones, not deliver them, but say he did in the computer system, and sell them on craigslist.
does this apply for swap replacements? I went with the swap method, where they place a hold on my credit card. i really need the phone asap. What do you guys think, could they screw me up over? say they never received the package when i send it or what not? i would hate to have a wasted 530 on my credit card statement..
i just realized, if you do the swap method, what happens when they receive your phone they decide its not covered under warranty. do they ask for you to mail back their phone or do they say "eff u. u got a new phone, we're gonna keep your old one and charge you that 530 and tax"
i really hope its not the latter. if its out of the warranty, i rather them ask me to send the phone back and get my messed up one back.
im also getting a warranty swap. phones having some trouble reading a sim.
i've been googling and alot of people seem to have some issues with warranty replacement. some say the phones they receive are in worse condition than their old ones. that its has scratches all over the place. this def does not make me feel good. worse cause the cs lady assured me i wont be able to tell the difference between a new phone. lets hope thats true..
HTC Support was great for me!
I sent my nexus one in last thursday to have the power button repaired, they got it the next day and sent me an email that it was being repaired. This Tuesday I checked the repair site and it said it was repaired, I received it the same day, 5 DAYS, Awesome, I thought. Seems they replaced everything except the mother/logic board. My old screen let dust in between screens, had several dings in casing and digitizer was loose. It came back perfect in less than a week, hope you case turns out ok. I have only good things to say about them so far. And all this was at no cost on a phone i bought used.
I had horrible htc experience myself. They also lost my return phone, after 100 phone calls and few weeks later they found it. bunch of idiots over there.
did they apologize and try to make it up to you?
did you do a swap or a repair? i dont understand how a multimillion dollar corporation would be this disorganized..
Just another reason to avoid HTC for the time being. Sorry for your troubles. I hope they send you your N1 back or what you paid for it.
My phone kept rebooting every few seconds so I sent it in. They sent it back and it had the same problem. So I sent it in again. They sent it back a second time with the same problem. I called support again and they asked if I wanted to send it in again to see if they can fix it. I opted for a swap and got a different phone.
Im sorry ur having troubles at htc that does suck but ur glad the next nexus is made by samsung? Not tryin to be a **** but wtf are u smokin? That phone looks like a shiney turd an samsung phones are cheap pieces of ****. Im sorry but samsung doesnt deserve to use the nexus name that belongs to HTC who makes the best phones whether u like them or not.
worker1 said:
My phone kept rebooting every few seconds so I sent it in. They sent it back and it had the same problem. So I sent it in again. They sent it back a second time with the same problem. I called support again and they asked if I wanted to send it in again to see if they can fix it. I opted for a swap and got a different phone.
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This is what I am worried about. I opted to not have a swap sent to me on the off-chance that HTC pulls a "your bootloader is unlocked so we are keeping your 530 bucks" or a sneaky "this is not covered by warranty" trick.
If my phone comes back and still reboots randomly, I am going to call back, opt for a swap and assume that since the first time it was covered by warranty, it should be covered again for the exact same problem (hoping logic is not lost on HTC).
I wish they sent a shipping number when the phone was done. It has been sitting as "repaired" for a couple days now.
I called HTC and told them my phone was randomly rebooting. They sent me an email while on the call with a prepaid fedex label and gave me my ticket number. I mailed it out the next day using the printed prepaid label. I got an email next day that they received my phone. 3 days later I got an email saying the phone was repairs under warranty at no cost and was shipped back. 2 days later the phone was in my hands no issue. Took about 5 days or so but 2 of those were non business days. So I have to say, no arguments about HTC at all here
All is well here...got it today. Relocked bootloader too.
Sent from my Nexus One using XDA App
Hey Gang,
Been dealing with Dell customer care over 3 weeks now trying to get my Streak replaced and it has been a nightmare... I just wanted to share my story with the community...
So I have had my Streak for about 2 months. When i first got it, i noticed the LCD would bleed if i put any pressure on the corner of the earpiece, I didn't think much of it until the bleeding became permanent and my screen began to wither away like it was cancerous.... So I call Dell's mobile service customer care area and explain to the nice lady my problem. She was very helpful and took it very seriously and said they would go ahead and send me a replacement ASAP and I should receive it in a couple of days and would get an email that day with the details of the claim. Great! Case closed or so I thought... That was call number one...
Next day still no email, i call them back and the lady i talk to says they didn't have my phone number so they couldn't send the email? Ok, whatever, here is my phone number, and the email arrives an hour later. Check online at the status of my claim and the claim has no info, but i don't worry about it until a few days later when nothing is updated. Called back, guy i talked to was rude and said the order was pending and it should updated by noon, noon nothing happens, i call back and the guys says it is pending and that they are probably on back order, he has no idea how long. At this point i am pissed... the next day i check online again and the order has been canceled for some reason! Call back again (call number 5) and the guy is like, oh must have been a mistake i will open a new order for you, "fuuuuuuu!!!". Couple of days later, no update on the new order, call back and the guy spews the same BS, ask to talk to manager and he says he will take care of it. By the end of the day it is shipped out. Receive it last Friday, 3 weeks after initial call, pop in my sim card and the phone is locked to another network!!! Has the rogers crapware on it but wont accept a rogers sim... FML... call them back, Friday morning, the lady says i will have to call back on Monday as the department that does the unlocks is unavailable... Call back this (Monday) morning and the lady i talked to said the IM was down with the dept that does the unlocking and she would call me back before lunch, no call back so i call again, another lady i talk to looks into it and says i will have to wait 48-72 hrs to get the code. I ask to talk to the manager and he says the same thing, that the only way they can get it is to email the other dept and wait for a reply. "So you cant phone them?" "no" "You are saying that Dell cant contact Dell to get an unlock code for a Dell phone?" "no" "I can go online and spend $20 and get the phone unlocked in 5 mins and you, Dell, the makers of this phone, are telling me i have to wait another week to unlock the phone that they took 3 weeks to replace, all the while paying for mobile data services that i cant use?" "yes"
So this is where I stand now... who knows when i will get this beast unlocked...
Just wanted to vent, i know it is a long post but just wanted to warn people that you have to stay on top of these guys every day if you want to get anything done...
Fire off an EECB (Executive Email Carpet Bomb) to Michael Dell, using either of the following addresses:
[email protected]
[email protected]
Follow these tips: http://consumerist.com/2007/05/how-to-launch-an-executive-email-carpet-bomb.html . You won't have to do steps 3-5 because the list is already in this post. I do believe once the owner of the company is made aware of a problem from one of his customers, it will get resolved VERY quickly.
As the other post said, tell Mike. I did on an issue that was not getting resolved for weeks. It took literally 12 hours from when I sent the email to when I got satisfaction.
If you just call the main dell line, you'll bounce to india and then bounce to the dell streak call center. They should be more than happy to give you the unlock.
When I had to rma my phone they were quite easy about getting me my phone. In fact, I think it came unlocked. Can you not unlock your sim or something?
I didn't read the whole thread so I probably missed something about it.
Sounds pretty similar to my experience minus the unlock issue. Mine bled to death within hours of unboxing, then they sent me a still broken refurb to replace my dead of box new phone. In the end it took 3 weeks and 2 replacements to get a working one. Oh and that was only because I called and harrassed them constantly. I'd probably still not have a phone today since it was "on back order"
Update: Still no unlock code... Sent a nice email to Michael Dell explaining the problem but haven't heard back, sent the following follow up this morning after my conversation with "customer service"
This is an update to my previous email. As I received no reply from the supervisor who promised to call me back within the next 48 hours, I called back yesterday (Wednesday, May 18th). The representative I talked to assured me that the unlock code would be emailed to me yesterday. I explained that I had been given timelines before and was promised that I would be emailed the code yesterday. I was not emailed the code. I called back this morning and just got off the phone with another supervisor. He now tells me that I will have to wait another 2 days to receive the code. I have explained to him how many times I have attempted to get this issue resolved and the supervisor would not budge. He promised to call me back within 2 days, I explained that I had been made that promise many times and I did not believe it would happen, I requested to be transferred to a manager but the supervisor said that the manager was too busy to talk to me. Alas, nothing has changed. I am still paying for services that I am not using. I am continuing to vent my frustrations online at every opportunity and will go out of my way to ensure that consumers are aware of the poor service that awaits them if they chose to purchase Dell products.
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How did you get them to replace it? my screen under the glass has cracked from simply tapping the home button. They are telling me that the screen isn't "hardware" and not covered by the warranty and i have to pay $249!
my damage wasn't caused by "external causes such as accident, abuse, misuse, or problems with electrical power" and should be covered by warranty!
I RMA'd my D800 for having a bad screen to US support in TX. The original issue is described in this thread:
http://forum.xda-developers.com/lg-g2/help/help-unresponsive-band-screen-d800-t3105309
They sent me an email with their repair report saying there was a charge of $75-190 because manufacture date indicates out of warranty. I replied to that email with my proof of purchase showing I bought it four months ago.
I never heard back. I called them. They did not have that email with my POP. They were confused that I was calling from my work number. Well, they had my cell phone, how else am I going to call them? They send me a link to upload my POP. It doesn't take .doc format. I convert my POP to a .jpg and attach it. I get no email reply.
I call again. Support says they got my POP, repair will be covered under warranty, and they will send it when done. I ask why my status on the repair had not been be updated. She said it takes a day sometimes to update it. OK, so I think I am good. I wait another two days, finally status gets updated from 'Awaiting Payment' or something to 'RA closed, Unit shipped back to customer'. I am nervous because that could mean they thought I never replied to them and they are shipping back without repairing. Or, it could mean they repaired it and are shipping it back. I hoped for the latter.
I got one FedEx notice that the box had shipped. I get an email a day later from LG that no repair was done because it is out of warranty and the customer did not want to pay.
So they made so many mistakes and I have been without a phone for a week now. My only concern was that since I bought i on eBay it might be an issue. But the second tech said my POP was accepted and the repair would be done under warranty on the phone.
So much miscommunication there. It seemed the phone tech support would just tell you what you wanted to hear even though they do not really know what is going on.
It is too late now but I am going to call them tomorrow and talk to a manager if I have to. I will get angry with them if I have to. I will have to now refuse the shipment, have it shipped back to them, and have them do the repair. They could give me an issue if they don't think the eBay retailer is authorized, even though it was a new phone.
What a pain.
Just went through an infuriating call with LG where they told me the POP is invalid which is why they shipped my phone back unrepairable. I asked to speak to a supervisor numerous times and they would not connect me. They spent literally 10 minutes of repeating the same thing over and over. She did everything in her power not to connect me to a supervisor and eventually hung up on me.
I wanted to explain to the supervisor that the last support person I spoke to told me the phone was under warranty and would be repaired for free. Then they ship the phone back not repaired and without warning me.
So I called back again after the 10 minute call and after trying to file a BBB complaint. The new support person I get is more helpful, tells me I can reopen another support ticket and that the problem probably was because the POP I provided did not have the IMIE, model and date of purchase clearly written on it. It did have all those things except the IMIE but I guess it wasn't enough for them.
So now I have to open another ticket, ship it back again, and hope they accept my POP. Sigh.
The LG repair center and call center handling the repairs are completely separate.
Buyer beware.
So they ship it back to me unrepaired with a new big scratch on the back that was not there when I sent it and a phone that does not turn on at all now.
I already filed a complaint with the Better Business Bureau.
Hi , I noticed now that Huawei is concerned about the bootloop of death , and slowly taking action by allowing some of us to send in our phone and getting it repaired/Replace via " Them " emailing us the UPS RMA Label. I have read in multiple thread regarding the RMA not being emailed on a timely manner or you have not received the email at all. Lets just make this thread specific to UPS RMA STATUS for repaired/replaced 6P and how long the process it took to get the replacement phone.. We need to see if they will follow through. This page , we should log in how many people who were given the RMA email and is waiting to have their phone repaired/replaced. Just put your info of what status you are now in , given from the first day that they authorized saying the UPS RMA email will be sent.
I will start with mine.
Agent: a guy name Alexis
04/20/17 : Were told that I will get the UPS RMA Label within 48 hours
04/26/17 : RMA Label not received so I called and waited 1:15:00 minutes before i got connected to a live person , and got disconnected. Called back again and waited 45 minutes before I was talking to a live person. The same person who i dealt with on 04/20/17 assured me that I will receive the LABEL in a few days
04/28/17 : UPS RMA Label has not been received still. I will wait till Monday to call them back again.
05/03/17 : Got in contact with support via chat late evening.
05/04/17 RMA Label received
Gee I wonder who it took to get it noticed there just trying to keep their name from getting tainted but there customer service sucks from what I've read all the issues people have had from phone's going crazy with no explanation and no rma
Sent from my Nexus 6P using Tapatalk
I contacted Huawei 4-24-17 after checking the status of the Nexus 6p manufacture warranty. Phone unusable due to the BLOD. Called Huawei customer support and finally got connected after waiting for a collective time of about 2 1/2 hours throughout the day. The agent said my warranty was good until 5-1-17 so I would be mailed or emailed the RMA instructions with label. Still waiting for something to show up. People smoking bath salts are more efficient and less sketchy than Huawei.
I have contacted them 8 times. I'm convinced they are playing a game and trying to get me to just forget about it. I've been lied to 8 times about receiving a label. I'm just going to keep chatting away with them. Last night I got the same guy I had the previous night. I copied pasted the chat transcript and said 'Here this is what you said last night'. Of course, I am now supposed to receive the label today. Again. I would ask them for the address and tell them I will just pay to ship it myself. But I'm sure they would just deny ever receiving it.
---------- Post added at 11:23 AM ---------- Previous post was at 11:02 AM ----------
I should add that they did send me one email that was supposed to be a label, but it was blank. This was probably on purpose and meant to tide me over for a while. I will play their game for as long as they want. This is BS.
Hello,
For those living in the US, check this post: https://forum.xda-developers.com/showpost.php?p=72082199&postcount=446
Send this guy a message and sue them as well... Looks like they'll only understand this way!
Good luck...
5.1 said:
Hello,
For those living in the US, check this post: https://forum.xda-developers.com/showpost.php?p=72082199&postcount=446
Send this guy a message and sue them as well... Looks like they'll only understand this way!
Good luck...
Click to expand...
Click to collapse
You guys think your story is bad you have no idea lol....On Monday when I type up my story for chimicles I will post here as well. They are stringing you along on purpose. They are 100% TRYING to drag there feet.
Just a quick update on my journey:
Decided to get a hold of Huawei via chat support this time, one week to the day from my original RMA ticket. I spoke to a gentleman who seemed competent and eager to serve the customer so he looked into my ticket and said they were waiting for the pics of the phone to be sent. Knowing that would come but never officially receiving the RMA process email, he resent me the email with full instructions included and offered to wait for me to send a reply email to confirm my address and also make sure it would be escalated. He did, I got the email with FULL instructions, not just what to do with erasing data and sending accessories, etc. He then "GUARANTEED" me that I would receive the shipping label within 24 hours and apologized profusely. Well, this morning was day 2 and still nothing. I again decided to use chat because I like being able to send the transcript of the conversation to my email for proof. This lady was also extremely competent and tenacious. She took about 15 minutes to get a hold of the department which issues the RMA labels and finally got it sent to me. The phone has been shipped via UPS finally. Just letting others know what to expect through this debacle.
How do you guys buy your phone maybe that's the issue I bought mine from Google's website.
Sent from my Nexus 6P using Tapatalk
tapeworm4602 said:
Just a quick update on my journey:
Decided to get a hold of Huawei via chat support this time, one week to the day from my original RMA ticket. I spoke to a gentleman who seemed competent and eager to serve the customer so he looked into my ticket and said they were waiting for the pics of the phone to be sent. Knowing that would come but never officially receiving the RMA process email, he resent me the email with full instructions included and offered to wait for me to send a reply email to confirm my address and also make sure it would be escalated. He did, I got the email with FULL instructions, not just what to do with erasing data and sending accessories, etc. He then "GUARANTEED" me that I would receive the shipping label within 24 hours and apologized profusely. Well, this morning was day 2 and still nothing. I again decided to use chat because I like being able to send the transcript of the conversation to my email for proof. This lady was also extremely competent and tenacious. She took about 15 minutes to get a hold of the department which issues the RMA labels and finally got it sent to me. The phone has been shipped via UPS finally. Just letting others know what to expect through this debacle.
Click to expand...
Click to collapse
How do you " Chat " with them ? Is it an app on the phone or on the computer ? It's been two weeks for me now and no LABEL.
I contacted Huawei as well its going on 50 hours and no RMA Label by email. I've contacted them twice now once via phone call for the original claim and via chat today. Still waiting to be sent a shipping label.........
Day 1: Reported my RMA Day 2: No label so I had to call back and ensure they had my email address right (which they didn't) in order to get my shipping label. Sent the phone out the same day and received an email that they got it 2 days later. Week 2: I'm on a trip to New York for a week. Week 3: I get back from my trip and still no phone so I called Huawei to get an update. The Rep says there are no technician notes on the repair of my phone. WTF to that.... After multiple calls over the course of the fourth week, the last rep I talked to said I should have an update next week. This past Monday I got a UPS noticed saying my phone would arrive the next morning, which it finally did.
FAIR WARNING: Be prepared to wait a long time. I had to wait 4 weeks to get my device back.......4 WEEKS when I was told it would take 2 weeks and got talked around in circle until I yelled at the last rep I talked to and he escalated my issue. I would suggest getting a temp phone to use while you wait. (I got a Moto G4 Play from Best Buy to use with my T-Mobile SIM). I just got my phone back yesterday and to my surprise its a new (or looks like new) 128GB model (previously had a 64GB model). So I guess that makes it worth the wait? Maybe?
Shipping label
It took me over a week to get the shipping label after making several calls, being on hold for 30 min or more, I just think they are playing games with us. This process is a joke. I already sent my phone in to get repaired for them to only ship it back to me the very next day thrown in a half empty UPS box un repaired with no reason as to why it was not repaired.
510jungleboy said:
Hi , I noticed now that Huawei is concerned about the bootloop of death , and slowly taking action by allowing some of us to send in our phone and getting it repaired/Replace via " Them " emailing us the UPS RMA Label. I have read in multiple thread regarding the RMA not being emailed on a timely manner or you have not received the email at all. Lets just make this thread specific to UPS RMA STATUS for repaired/replaced 6P and how long the process it took to get the replacement phone.. We need to see if they will follow through. This page , we should log in how many people who were given the RMA email and is waiting to have their phone repaired/replaced. Just put your info of what status you are now in , given from the first day that they authorized saying the UPS RMA email will be sent.
I will start with mine.
Agent: a guy name Alexis
04/20/17 : Were told that I will get the UPS RMA Label within 48 hours
04/26/17 : RMA Label not received so I called and waited 1:15:00 minutes before i got connected to a live person , and got disconnected. Called back again and waited 45 minutes before I was talking to a live person. The same person who i dealt with on 04/20/17 assured me that I will receive the LABEL in a few days
04/28/17 : UPS RMA Label has not been received still. I will wait till Monday to call them back again.
Click to expand...
Click to collapse
510jungleboy said:
How do you " Chat " with them ? Is it an app on the phone or on the computer ? It's been two weeks for me now and no LABEL.
Click to expand...
Click to collapse
http://consumer.huawei.com/us/support/index.htm scroll to the bottom of the page and look at "Connect with Huawei"
5.1 said:
Hello,
For those living in the US, check this post: https://forum.xda-developers.com/showpost.php?p=72082199&postcount=446
Send this guy a message and sue them as well... Looks like they'll only understand this way!
Good luck...
Click to expand...
Click to collapse
and for how live outside usa what can i do ?
leroilion02 said:
and for how live outside usa what can i do ?
Click to expand...
Click to collapse
Contact some lawyers in your area, link them to the current lawsuit and see if they want to sue Huawei/Google...
Where do you come from?
Cheers...
Beyond the seemingly blatant, almost grinding halt from Huawei to process this informal recall, I would guess the repairs are backlogged in queue due to the amount of successful claims.
tapeworm4602 said:
http://consumer.huawei.com/us/support/index.htm scroll to the bottom of the page and look at "Connect with Huawei"
Click to expand...
Click to collapse
Thank you. I got in touch via chat and the UPS Label was received this today. I should have used the chat a long time ago.
Sorry for hijacking the thread but I'm suffering from the early shut down and have contacted Huawei who have confirmed the phone is still in warranty until end of this year and have created an RMA.
However they've sent me the envelope to post the phone back but state you need to return with the a copy of the receipt which I don't have as I purchased it from eBay. It was originally purchased from CPW and was unlocked! Can someone please confirm if Huawei accept warranty returns without the receipt?
Note... I'm in the UK and the phone was purchased from CPW in the UK.
Sent from my Nexus 6P using Tapatalk