Warning about The Carphone Warehouse - Xperia Z General

This is my experience with Carphone Warehouse about the infamous "back glass coming unglued" problem. I think it would be easier to copy and paste the email into this thread rather than live through the whole ordeal again.
TL;DR: DON'T GIVE YOUR PHONE TO CARPHONE WAREHOUSE FOR REPAIR. SEND IT STRAIGHT TO SONY.
I have had the worst experience in customer services ever when dealing with one of your branch managers. His attitude was unbelievable and, quite frankly, disgusting.
I went into Carphone Warehouse Broadmead branch early December when my phone needed a repair. The top left corner had a bulge and this rendered the phone non-waterproof, also the ear speaker did not work unless I pushed that part of the back down. I went into the Broadmead branch and spoke to "Geek Squad" they advised they would just send it straight to Sony because it was a waterproof issue. I decided NOT to give my phone in then because I had not backed up anything that was on my phone.
I also had the same problem with my phone which got fixed under warranty by Sony so what they said at that branch made sense to me. I also have proof from Sony that the same issue was fixed under warranty.
I recently went into the Carphone Warehouse branch to give my phone in, this time I went into the Queens Road branch because it was near work and I thought it'd be convenient. The normal staff at the branch are very helpful and nice and a far cry from the manager Shane. I should have heeded the warning signs when he was asking the girl who was serving me "Well, who is it from then?!" OBVIOUSLY I got the phone from Carphone Warehouse, why would I bother coming into a Carphone Warehouse branch if I didn't get my phone from Carphone Warehouse. It was as if I was IN THE WRONG for wanting to get my phone fixed.
The booked the repair in as "Chargeable" and they explained to me that if this issue was NOT my fault I would NOT get charged and it would be fixed under warranty. Since this phone had the same problem BEFORE and was fixed under warranty before I assumed this would be ok and that I definitely wouldn't get charged.
I noticed on the repair tracker that my phone was NOT sent to Sony but sent to Wednesbury instead where it was repaired.
So my phone came back repaired and I popped into the branch where Shane informed me that the repair cost £175. I was obviously aggrieved for the reasons I stated above and explained this to the manager who kept talking over me and obnoxiously waving the repair form I had signed. He let me talk to the engineer who said I had damaged the back and that I would be charged for fixing it. The only thing they did was replace the adhesive, how I managed to melt the adhesive that's within the phone is a mystery to me. I obviously argued my case and he just informed me, you signed the repair form, it means we can charge you. I argued that it was a warranty issue and that I had not damaged the phone in anyway but he was completely dismissive. All the time the manager was talking over me whilst I was on the phone making it impossible to listen to the engineer at the same time. I left after the conversation after realising I would not get this solved with this manager and with my complete and utter frustration and I decided to leave.
After work I went into the Broadmead branch and I explained my situation with the guys at Geek Squad and they told me that they could send it for a second opinion but that the engineers would never admit it's a warranty fault so it's best If I got a second opinion from Sony. Sony emailed me back confirming that the phone WAS fixed under warranty with the same issue. I also sent in a complaint to Carphone Warehouse repairs (which I think went straight to Geek Squad) and the person informed me that because they listed the handset as a chargeable repair that I would be liable to the charge IRRESPECTIVE of what the engineer had found. Shane the manager told me that IF it was a warranty issue I wouldn't be responsible for the charge. Which is completely contrary to what I received in the email (I can forward the emails if you wish, as well as the ones from Sony). I then went into the same Carphone Warehouse branch and explained the information I received and I asked him why he told me I wouldn't be charged if it was a warranty fault when the email I had received said I would be no matter what the case was. He said he "disagreed" with it so I asked who was lying? In which case he didn't have an answer. I asked him to look over the emails in his computer, he barely skimmed them and just had nothing to say. So I asked him what did the emails say? He replied " That you don't want to deal with me" which WASN'T the issue that we were talking about. Honestly, It was like dealing with a petulant child.
It wasn't enough that this regrettable situation occurred but the conduct of the Manager Shane was another story entirely. He consistently kept talking over me, cutting me off and would not wait until I was finished. His attitude was completely dismissive, intimidating and completely indifferent. I asked to speak to the engineer again. He kept talking to me whilst I was on the phone AGAIN to the point where I had to give him a hand signal to STOP. He replied with "No I won't shut up!", I was taken aback but not surprised by his childish juvenile behaviour. The Engineer on the phone seemed more understanding and empathetic but this was not the case with Shane. He was rude, dismissive completely unprofessional and childish, he kept talking over me and never answered any of my questions. He accused me of lying when I mentioned what the female employee had said to me (which I mentioned in the emails) he said I was "mouthing off" when I never once raised my voice or swore or even interrupted him. All I was doing was asking questions and he was acting as if I had committed a crime. I asked him to look at the emails and he less than skimmed over him, I told him what I received in the emails to which he replied "That that wasn't from an engineer" when the SAME email mentions at the bottom was that the person was an engineer. Honestly, I've never dealt with someone like that in life let alone a retail store.
After feeling completely disheartened I left the store.I'm hoping you can do something about this
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I ran out of characters at the end there so I had to prematurely wrap up.

theprince1991 said:
This is my experience with Carphone Warehouse about the infamous "back glass coming unglued" problem. I think it would be easier to copy and paste the email into this thread rather than live through the whole ordeal again.
TL;DR: DON'T GIVE YOUR PHONE TO CARPHONE WAREHOUSE FOR REPAIR. SEND IT STRAIGHT TO SONY.
I ran out of characters at the end there so I had to prematurely wrap up.
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Click to collapse
You can't be charged for something unless you knew what the price was first as far as I know, so if it didn't have a price on when you signed it is not enforceable (if it did then you can't use this as a defence). Hopefully you won't have to use a defence in court to sort this anyway, and your complaint will get results instead, but I thought I would share this info.

Email the CEO. I got a free nexus 7 when I complained [email protected]
This web site is useful. Www.ceoemail.com
Sent from my C6603 using xda premium

stewartk said:
Email the CEO. I got a free nexus 7 when I complained [email protected]
This web site is useful. Www.ceoemail.com
Sent from my C6603 using xda premium
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I wish I'd known that when Yodel lost/stole my phone 2 years ago. Carphone Warehouse made me wait 2 weeks before they would send another.
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kingvortex said:
I wish I'd known that when Yodel lost/stole my phone 2 years ago. Carphone Warehouse made me wait 2 weeks before they would send another.
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if i don`t get anywhere with customer service i always look for the CEO and i would think 90% of the time you`ll get what you want + extras.
i did it with Sky and i got the full package free for 12months.

stewartk said:
if i don`t get anywhere with customer service i always look for the CEO and i would think 90% of the time you`ll get what you want + extras.
i did it with Sky and i got the full package free for 12months.
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The funny thing is that I would normally do that. I seem to remember that I couldn't find an email address for anyone higher than customer service at the time.
I had major problems with my HTC Hero a few years back and pestered T-Mobile's CEO, Richard Moat after getting nowhere with customer service. I got a call from his PA and ended up with a free HTC Desire, which was the top of the line phone at the time.

stewartk said:
Email the CEO. I got a free nexus 7 when I complained [email protected]
This web site is useful. Www.ceoemail.com
Sent from my C6603 using xda premium
Click to expand...
Click to collapse
Thanks a lot man, I will definitely email him/her if I don't get this satisfactorily resolved with customer services.

Quick update. I sent a email to the Regional Manager and the branch phoned me so I can pick up my handset. No charge applied

theprince1991 said:
Quick update. I sent a email to the Regional Manager and the branch phoned me so I can pick up my handset. No charge applied
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Nice one
Now just the boy called Shane left
Sent from my C6603 using xda app-developers app

Related

If your with Vodafone cancel the insurance!!

I was unlucky enough to break my screen on my HD2, nevermind I thought its insured. So I sent my phone off Monday lady from vodafone told me on the phone this morning its been repaired and sent back to store, so I quickly went down to store to see its arrived back still smashed toi pieces. They said I could have any phone I wanted, I said ok I want a HD2.... guess what they dont bloody stock em anymore, so now I dont know what to do ive tried everything spoke to insurance customer services etc and there all saying the same thing. The annoying thing is its still been sold for vodafone business users but they point blank refuse to give me one of them.
This is a word of warning for anyone who has insurance through them.... CANCEL! because you'll be screwed over if your device breaks like mine
Hi, you may find you can locate and purchase the phone yourself and bill them for it, have you tried this. Note though they will try to say this is not part of the agreement but remind them of you statuatory rights and ask them to put it in writing that you cannot source you own phone if they cannot, then see what they say.
Im not a Vodafone business customer. I bought the HD2 online and after 2 weeks rang them up for a replacement due to various problems I had with it. They said that was no problem and to my utter surprise they sent me a replacement HD2 the next morning.
I believe the direct number for returns/replacements they gave me was 08448540430 s you could give that a try.
On the otherhand, my Dad has a Bold 9700 and he is a business customer and my account is under his name so maybe that's why they sent me a replacement, although she didn't mention that at all on the phone. Also if you bought it in a shop maybe it's different? Either way you should be ok if you kick up enough of a fuss, or hanging up and trying different people. When it comes to customer services you can get good people and bad people, just pot luck.
Give it a try and see how it goes. Also can I ask how much the insurance is per month?
I ordered my hd2 through the net and pay 10 pound a month for the insurance, I think all I can do at the moment is hold out and like you said keep trying to talk to different people. I just find this whole thing so ridiculous, its not my fault Vodafone have decided to drop the HD2 in favour of the IPhone surely the idiots would have kept stock back for these incidents now all they say is I can have any phone from their current range, but as you all know nothing compares
"YOU'RE" abv. of "you are". EG: "If you're with Vodafone..."
Tell your friends. Thank you!
I got called and by vodafone and they offered me a £10 month with first month free insurance for my HD2. The guy said on the phone its insured for up to £1000 pound and £250 for accesories, phone is only £500 so its should be no problem getting a replacement.
They are trying to fob you off. I would go to a shop and request to speak to a manager regarding the matter, after that request insurance T&C papers and get the address for head office complaint regarding the matter and remember to get managers name and branch number for including in complaint.
Ruudfood said:
"YOU'RE" abv. of "you are". EG: "If you're with Vodafone..."
Tell your friends. Thank you!
Click to expand...
Click to collapse
"YOU'RE" abv. of "you are" EG: You're a twat...!!
Your friends already know. Cheers!
Ruudfood said:
"YOU'RE" abv. of "you are". EG: "If you're with Vodafone..."
Tell your friends. Thank you!
Click to expand...
Click to collapse
I want to be your friend too.
Sorry for my punctuation error, hopefully most people with an ounce of intelligence knew what I meant, I thank you.
beyondthought said:
"YOU'RE" abv. of "you are" EG: You're a twat...!!
Your friends already know. Cheers!
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Click to collapse
Touche!
The basic tenet of an insurance policy is that it should put you back in the same postion as you were just before the claim arose.
In your case, this means they are legally bound to replace the HD2 with as near a match as can be sourced. Nothing else in the Vodafone catalogue even approaches it, so they are not within their rights to fob you off with something inferior.
Insist on a like for like replacement (1GHz processor, Capacitive screen, WM6.5), or demand the funds to buy a new one. If they still refuse, threaten then with a small claims court writ, and report them to the FSA. They are charging you for a premium device; thye have no option but to honour it.
I think its pathetic service from vodafone really. Cxx my insurace with voda because if they cant repair the damm phone they wont give me two of the only phones I want as a replacement, an iphone ot a htc hd2.....so whats the point. sh!t service, sh!t company and i'll be going back to o2 at the end of my contract.
Roguexmg said:
I got called and by vodafone and they offered me a £10 month with first month free insurance for my HD2. The guy said on the phone its insured for up to £1000 pound and £250 for accesories, phone is only £500 so its should be no problem getting a replacement.
They are trying to fob you off. I would go to a shop and request to speak to a manager regarding the matter, after that request insurance T&C papers and get the address for head office complaint regarding the matter and remember to get managers name and branch number for including in complaint.
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Thats crazy, I'd be fuming mate!!!
Ruudfood said:
"YOU'RE" abv. of "you are". EG: "If you're with Vodafone..."
Tell your friends. Thank you!
Click to expand...
Click to collapse
Worlds most helpful post.................. bell end!
I never ever ever ever ever take out insurance with the phone company. O2 tried to flog me their policy. Like Vodafone, it's overpriced.
I've been with CUSC http://www.cusc.co.uk/ for many years.
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got me right on the funny bone with that one...still giggling 5 mins later
perhaps it would be prudent if I referred to what made me giggle..
http://forum.xda-developers.com/showpost.php?p=5318059&postcount=10
personally I rely on my house and contents insurance which has £2500 personal posessions covered for all eventuallities/misfortunes regardless of location (and yes I did check with them that it would cover my HD2)
Karlos G said:
Worlds most helpful post.................. bell end!
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Was pointing you to Touch Response also helpful? I don't think your abuse was really necessary!

Sprint is Really Pissing Me Off!

So, this weekend I noticed some dirt under my screen. It isn't too bad, but I paid good money for this phone and I pay $7 a month for TEP, so I want to be completely satisfied with what I have to make it all worthwhile. I'm one of those paranoid people that pre-order the BodyGuardz full-body kit before the phone has even arrived. Anyways, my phone is absolutely mint condition with the exception for some noticeable smudging on the top left of the screen. I even have a Case-Mate Barely There case on top of the full-body BG to protect the camera.
So I took it to a local Sprint store and waited nearly an hour for them to start working on the phone. The local rep told me it would be 2 hours to get it fixed. No problem as Outback was right next door. I grabbed some food and when I returned I was handed back my phone. Only, the screen was completely scratched up and the top and bottom front edges of the phone were chipped. I calmly approached the rep and said that I wasn't going to accept it as it is in far worse condition than when it arrived. I wasn't surprised when the rep said that they had replaced my screen with one that was laying around. I should have taken pictures of the condition so you guys know what I am talking about. I'm surprised they expected anyone to be ok with that. Anyways, so I have them put my old display back and they said that I would have to wait for a new screen to come about so I can get it swapped.
On the way home, I called customer service and explained the situation. After explaining to him that I was not going to waste any more time going through a similar situation in another store he was able to get an advanced replacement sent to me. He told me it would be a couple of weeks as the device was being preordered. I didn't mind as he told me that I would most likely be receiving a new device rather than a refurb due to the low availability. Sweet right?
So I get home today and I am pleasantly surprised to see the replacement waiting for me. I open it up and I noticed a crappy, $5 USB charger (that's odd), what seemed like an original EVO battery but turned out to be a black battery wrapped in red paper (I thought this one was pretty funny), a brand new back cover, and what looked to be a brand new EVO (display sticker was on and everything). Awesome!
Not quite. As I turn the device over, I notice the camera is completely scratched up. I mean, really scratched up. The rim around it was also all chipped. The kickstand had some scratches on it as well. Here we go again...
After being transferred about 3 times where I had to verify my account and explain the situation each time, I was able to get another replacement sent my way. Same story, might be 2 weeks as it is low demand. I explained to the rep that I don't want to keep going through this and I have had similar experiences with replacing my Palm Pre in the past and asked if there was any way he could request a new device. He said he wasn't able to as was not presented to him in the system. He then proceeded by saying that I could keep the charger and battery for my troubles. I giggled. It was as if they knew they were screwing me over and sent me those as if it would satisfy me. I have dealt with my replacements from Sprint and never have they just given me extra "goodies".
I'll most likely be cancelling my 5-line service with them if I don't get a flawless refurb or a new device from them. I have spent way too much time and energy dealing with this type of situation with my Palm Pre, and now with my EVO.
I was already pissed about the $10 additional smartphone tax and the screwed up discount limitations, but this is just pushing me over the edge.
That is exactly why I don't even bother with insurance... they are especially horrible on sprint but I got am illegally rebranded motorola when I was on centennial... Hated their insurance service
There is a reason why Hitler blew a gasket yesterday.
PS. My name is HondaCop and I approve this message.
Good Luck...
Good luck with that flawless idea, I went through 3 refurbs before I demanded brand new phone. On inspection of the new phone, it has light leakage around the gasket and a pin hole next to the home button that light comes through.
I have given up on HTC and Sprint. Once my contract is up, I am either jumping overboard or researching phones thoroughly
Im sorry to hear about that dude. I have had some trouble with sprint but just recently I got a BRAND NEW out of the box phone for free. My battery was shot and it wouldnt charge or turn on so I went in and told sprint that it wouldnt turn on and apparently they didnt think to try a different battery, they gave me a brand new phone and sent me on my way. needless to say, I had an extra bat and it worked just fine.
How is it Sprints fault that you got dirt under your screen and then wanted them to fix it? You should be happy that they do anything for you. If that was an Iphone apple would have looked at you and then laughed for about 3 hours and then said sure sir will replace your phone for $600.00. DO you really think you will get better service somewhere else? I've got news for you, you won't. I for one am very surprised that Sprint does anything for cosmetic damage without a deductible. Take your 5 lines somewhere else and when you come back wining we will welcome you back.
cruise350 said:
How is it Sprints fault that you got dirt under your screen and then wanted them to fix it? You should be happy that they do anything for you. If that was an Iphone apple would have looked at you and then laughed for about 3 hours and then said sure sir will replace your phone for $600.00. DO you really think you will get better service somewhere else? I've got news for you, you won't. I for one am very surprised that Sprint does anything for cosmetic damage without a deductible. Take your 5 lines somewhere else and when you come back wining we will welcome you back.
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Hope you brought your helmet.
@OP, you can also contact the manufacturer and have it replaced with them. I don't think they send refurbs.
Yeah? Sprint used to let me keep the goodies when I got my pre replaced (3 times out of the 6, atleast)
Sent from my PG06100 using XDA App
cruise350 said:
You should be happy that they do anything for you.
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WOW... I guess you walk in to Sprint while grabbing your ankles?
PS. My name is HondaCop and I approve this message.
HondaCop said:
WOW... I guess you walk in to Sprint while grabbing your ankles?
PS. My name is HondaCop and I approve this message.
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I bet you bend lower than he does. After all, you're the one the doesn't like Sprint, at least he does. Paying for something you don't like? Hah
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Sorry, couldn't refuse. Let's keep this clean
DirtyShroomz said:
I bet you bend lower than he does. After all, you're the one the doesn't like Sprint, at least he does. Paying for something you don't like? Hah
Sorry, couldn't refuse. Let's keep this clean
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Click to collapse
Lol!
Sent from my PC36100 using XDA App
DirtyShroomz said:
I bet you bend lower than he does. After all, you're the one the doesn't like Sprint, at least he does. Paying for something you don't like? Hah
Sorry, couldn't refuse. Let's keep this clean
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Click to collapse
Never said I didn't like Sprint. Don't hate me because I'm not into ballwashing like you guys are, kiddo.
PS. My name is HondaCop and I approve this message.
cruise350 said:
How is it Sprints fault that you got dirt under your screen and then wanted them to fix it? You should be happy that they do anything for you. If that was an Iphone apple would have looked at you and then laughed for about 3 hours and then said sure sir will replace your phone for $600.00. DO you really think you will get better service somewhere else? I've got news for you, you won't. I for one am very surprised that Sprint does anything for cosmetic damage without a deductible. Take your 5 lines somewhere else and when you come back wining we will welcome you back.
Click to expand...
Click to collapse
The moment I am liable for a 2-year contract when purchasing their phone AND pay their full-protection insurance, it is TOTALLY Sprint's responsibility to address the dirt under my screen. It isn't like they're paying for the device out of their pockets. They're simply acting as the middleman between the client and HTC's warranty department. It's the least they can do for someone who is devoting 2-years of their wireless service costs to them and is paying their TEP fees.
I don't know what you're talking about but I used to be with T-Mo for 5 years and NEVER had issues such as these. I always got brand new devices as replacements. I don't know how it is nowadays, but that's how it was 2 years ago.
BTW - Dust under the screen is not cosmetic as it is affecting visibility of the display much like dead pixels would. It is also something that is not supposed to occur on any device.
Finally, your little condescending attitude is not going to help you in life. Good luck!
I don't know what you're talking about but I used to be with T-Mo for 5 years and NEVER had issues such as these. I always got brand new devices as replacements. I don't know how it is nowadays, but that's how it was 2 years ago.
BTW - Dust under the screen is not cosmetic as it is affecting visibility of the display much like dead pixels would. It is also something that is not supposed to occur on any device.
Finally, your little condescending attitude is not going to help you in life. Good luck!
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He's right. T-Mobile has the best customer service. I replaced my G1 twice in one year. Might have been a refurbished one but it was like new. The best part was I never had to go to a repair center. I made a phone call explained my problem they asked if the water indicator was red and that's it. Sent me a new one in the mail and I sent mine right back no charge.
Sent from my PC36100 using Tapatalk
They could have been like T-Mobile when an update bricked my cliq, even with insurance they said they couldn't help me, contact Motorola which in turn told me to contact T-Mobile, I canceled an went to Sprint.
akarol said:
It isn't like they're paying for the device out of their pockets.
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Actually, they are paying for the device, out of pocket. You know how the phone actually costs 500, and you're getting it for 200..?
Akarol,
Being a service manager for a sprint store it bothers me that people have to deal with that stuff.. if any of my service techs did that to people i would slap the **** outta them.. I'm sorry that a service center has treated you that way and with 2 phones none the less. Was it a corporate or just an authorized service center?
Makdasamurai said:
Akarol,
Being a service manager for a sprint store it bothers me that people have to deal with that stuff.. if any of my service techs did that to people i would slap the **** outta them.. I'm sorry that a service center has treated you that way and with 2 phones none the less. Was it a corporate or just an authorized service center?
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Click to collapse
Makdasamurai: Thank you for understanding. The sad thing is that it was a corporate store. One of the largest ones here in Orlando (by the Florida Mall). I made the mistake of going to an affiliate store in the past with my Palm Pre (Five Star Cellular) and I will never do that again.
What bothers me is that there is this disparity in service from store to store. I read stories here about people going in and getting a brand new phone on the spot. It's not like they're not being reimbursed that phone by Sprint. Right?
Backdown: I understand what you're saying, but that's nothing new. That's how contract works. They give us a discount, for our commitment with them. Some situations don't even require contracts but the compatibility itself locks you into a commitment such as video game consoles, printers, etc. Trust me, they're making a ton more money on the service than they're losing on devices.
I've been through a very similar situation, so I'll give you some advice. The ONLY people on the phone that can send you a NEW phone, is retentions (account services). If anyone else TOLD you they were sending a new phone, its a lie. That's why you got it so quick, because they send out a refurb instead of waiting for the new one to come back in stock. The lower level reps do not have the power to order a new phone, even if they think they do.
Good to know. I'll be sure to tackle that department if my new replacement disappoints. I just wish I didn't have to go through all this turmoil.

Sprint Rant...stupid customer support

Yesterday I wasted about 3 hours of my time with Sprint. The power port on my 7 month old EVO began acting up, so I went into one of the authorized retail stores. All the lady does is blow on the power port like an NES cartridge, and sends me on my way. Sure enough, her idea didn't work. So I called tech support, explained my conundrum and that's when they informed me that an employee at the store (who happens to be my ex's friend), had ordered a refurbished EVO for me when he found out the power port still wouldn't work. I told the tech on the phone that I will not accept a refurbished EVO when A.) It's still under warranty, and B.) I've got insurance on it.
The tech says there is nothing she can do, so I demanded to speak to her supervisor. I'm a polite guy and was never rude to the staff, but I reminded them that ATT, T-Mobile and Verizon had all replaced my phones no questions asked (AT&T and T-Mobile I pulled out of my ass). Immediately the supervisor offers me a choice of either an EVO Shift or an LG Optimus. I went ahead and chose the Shift because I like having 4G along with a physical keyboard.
The next day the guy at the store texts me and says the deal can no longer go through because the refurbed EVO he ordered had arrived at the store for me. Again, the replacement I never asked for in the first place. His stupid mistake caused me to spend an hour and a half on the phone with various customer service reps who tried telling me I was SOL. They even had the balls to offer me a refurbished Blackberry and a plethora of refurbished dumbphones. I told them I knew it was in their notes of what deals were being worked out, and I wasn't going to downgrade my phone over this. Finally I threatened them that I would be more than happy to pay the termination fee and return to Verizon, and they caved.
Finally the idiots running the customer service line put in the order for the EVO Shift. I was ready to bludgeon their "techs" with a blunt object over their stupidity.
So final note, did anyone switch from the EVO 4G to the Shift? How did you like it?
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*
*Note: Not all Sprint customer service folk are bad..just 75% of the ones I dealt with yesterday.
I went from the evo to the shift in may, and I just re-activated my evo to take it for a spin again. The main thing i was missing was the root ability (I took the OTA update on the shift). I just got bored of the stock phone. I definately love the physical keyboard though, and although the Shift screen is a bit small for my likings, it did the job. I'll most likely be going back to the shift shortly, it's a solid phone and if you like physical keyboards, you'll definately like it
I feel for you. Yesterday I spent 3 hours on the phone with customer service then tech support then finally the tech support manager. Only to find out blasted those three hours because the tech support manager had never heard of the screen separation issue. You know the issue the phone has had since launch day. At least you got a replacement out of it. They refused to replace mine and told me to co.tact HTC.
Sent from my PC36100 using XDA Premium App
The Shift is a decent phone. The size of the screen takes some getting used to after the EVO, but the battery life is definitely better stock because of the reduction in size. The keyboard is pretty good, if you want one. It feels zippier than the EVO.
My wife likes her Shift a lot.
I told the tech on the phone that I will not accept a refurbished EVO
Click to expand...
Click to collapse
Umm, you have a 7 month old used phone, and you want a brand new one? That's asking a bit too much. Yes, your phone is under warranty, but it's standard practice for ANY company to replace warranty issues with a refurbished device.
B.) I've got insurance on it.
Click to expand...
Click to collapse
Then call Asurion, and pay them 100 bucks. You will still get a refurb.
Anyway, even if you would have taken the refurb, most of them are fine. Once in a while you will get a bad refurb that still has problems, but its not that big of a deal, just take it back or call, and ask for another refurb.
rfunitshifter said:
Yesterday I wasted about 3 hours of my time with Sprint. The power port on my 7 month old EVO began acting up, so I went into one of the authorized retail stores. All the lady does is blow on the power port like an NES cartridge, and sends me on my way. Sure enough, her idea didn't work. So I called tech support, explained my conundrum and that's when they informed me that an employee at the store (who happens to be my ex's friend), had ordered a refurbished EVO for me when he found out the power port still wouldn't work. I told the tech on the phone that I will not accept a refurbished EVO when A.) It's still under warranty, and B.) I've got insurance on it.
Click to expand...
Click to collapse
Please explain why you deserve a new phone on an old 7 month old phone? You, don't.
The tech says there is nothing she can do, so I demanded to speak to her supervisor. I'm a polite guy and was never rude to the staff, but I reminded them that ATT, T-Mobile and Verizon had all replaced my phones no questions asked (AT&T and T-Mobile I pulled out of my ass). Immediately the supervisor offers me a choice of either an EVO Shift or an LG Optimus. I went ahead and chose the Shift because I like having 4G along with a physical keyboard.
Click to expand...
Click to collapse
Only reason you got a choice is because the EVO is on backorder. More than likely your replacement is a refurbished phone as well as there is no magical "new" or "refurbished" button when replacements are sent out.
The next day the guy at the store texts me and says the deal can no longer go through because the refurbed EVO he ordered had arrived at the store for me. Again, the replacement I never asked for in the first place. His stupid mistake caused me to spend an hour and a half on the phone with various customer service reps who tried telling me I was SOL. They even had the balls to offer me a refurbished Blackberry and a plethora of refurbished dumbphones. I told them I knew it was in their notes of what deals were being worked out, and I wasn't going to downgrade my phone over this. Finally I threatened them that I would be more than happy to pay the termination fee and return to Verizon, and they caved.
Finally the idiots running the customer service line put in the order for the EVO Shift. I was ready to bludgeon their "techs" with a blunt object over their stupidity.
Click to expand...
Click to collapse
Good job on an empty threat. Every company will send you a refurbished phone. You're lucky to get a new one. The only idiot is you thinking you are owed a new device for your broken almost year old phone. I will say the store rep should have let you know a replacement was ordered though, other than that, you are in the wrong. Cancellations threats no longer work, notice you still had to speak with tech for the replacement and not retention?
Sent from my Nexus S 4G using XDA Premium App
After I got a refurbished they sent me a new one due to screen seperation and a crappy vibrating motor. I asked for a nexus but they are out of stock so they're gonna call me in two weeks when it's in and gimme a nexus. I have tep
Sent from my PC36100 using XDA App
PolyphonicSoul said:
After I got a refurbished they sent me a new one due to screen seperation and a crappy vibrating motor. I asked for a nexus but they are out of stock so they're gonna call me in two weeks when it's in and gimme a nexus. I have tep
Sent from my PC36100 using XDA App
Click to expand...
Click to collapse
Yet I call and the tech support manager says the screen separation isn't a known issue.
Sent from my PC36100 using XDA Premium App
It depends on the rep you get. I just happened to have a really awesome one. I told him I had a refurbished.He didn't know what seperation was so I explained it pops out of the bezel and the crappy vibrator. I explained that I understood the tep program and he told me I could get a shift or a nexus cause he assumed the EVO was on backorder. He checked for a nexus but they said they're out for the next 2 weeks. Then miraculously the evo was in stock somehow after he did some digging. He told me this was to hold me over till the nexus is in. He put me.on with a super. I complemented the rep and the super and it was a pleasent enough experience. Lesson is: cross your fingers and hope you get a good rep and come across as a customer they would want to help.
Sent from my PC36100 using XDA App
Screen separation isn't a known issue, there is no ID tag in the S&R systems for it.
"Known issue" doesn't actually mean what you think it means. Sure, everyone may know about it, but unless Sprint labs can verify that the issue can potentially affect all devices currently in the field, it's not flagged as "Known". When a customer comes in complaining about the bright spots or digitizer separating, I replace the screen. That's it, nothing else.
rfunitshifter said:
Yesterday I wasted about 3 hours of my time with Sprint. The power port on my 7 month old EVO began acting up, so I went into one of the authorized retail stores. All the lady does is blow on the power port like an NES cartridge, and sends me on my way. Sure enough, her idea didn't work. So I called tech support, explained my conundrum and that's when they informed me that an employee at the store (who happens to be my ex's friend), had ordered a refurbished EVO for me when he found out the power port still wouldn't work. I told the tech on the phone that I will not accept a refurbished EVO when A.) It's still under warranty, and B.) I've got insurance on it.
The tech says there is nothing she can do, so I demanded to speak to her supervisor. I'm a polite guy and was never rude to the staff, but I reminded them that ATT, T-Mobile and Verizon had all replaced my phones no questions asked (AT&T and T-Mobile I pulled out of my ass). Immediately the supervisor offers me a choice of either an EVO Shift or an LG Optimus. I went ahead and chose the Shift because I like having 4G along with a physical keyboard.
The next day the guy at the store texts me and says the deal can no longer go through because the refurbed EVO he ordered had arrived at the store for me. Again, the replacement I never asked for in the first place. His stupid mistake caused me to spend an hour and a half on the phone with various customer service reps who tried telling me I was SOL. They even had the balls to offer me a refurbished Blackberry and a plethora of refurbished dumbphones. I told them I knew it was in their notes of what deals were being worked out, and I wasn't going to downgrade my phone over this. Finally I threatened them that I would be more than happy to pay the termination fee and return to Verizon, and they caved.
Finally the idiots running the customer service line put in the order for the EVO Shift. I was ready to bludgeon their "techs" with a blunt object over their stupidity.
So final note, did anyone switch from the EVO 4G to the Shift? How did you like it?
View attachment 674977*
*Note: Not all Sprint customer service folk are bad..just 75% of the ones I dealt with yesterday.
Click to expand...
Click to collapse
THANK you. i work for sprint and pride myself on good customer service. and i HATE it when someone tells a story about a handful of idiots but assumes that is an accurate representation of an entire corporation. once again, thank you for your clear headed thinking.

Advice on Replacement from P4U

Hi guys,
Bought my One from P4U last week on Sunday, when I first got it I had tiny gaps, however now those gaps have got quite large at the top and bottom and I have noticed that the acryaly front of the phone doesn't align with the back, there's overhang if you will.
I bought my phone from Manchester, but live in a small town around 25 miles away that has no 'major' P4U stores about, and so I doubt they will have stock in. I don't fancy driving 25 Mike's either and I don't really want to be without a phone as I use it for work.
Any advice?
Thanks!
Sent from my HTC One using xda app-developers app
25 miles = 20 min drive. Or use your old phone, or by a £10 phone while you wait.
Sent from my GT-I9100 using xda app-developers app
drspikes said:
25 miles = 20 min drive. Or use your old phone, or by a £10 phone while you wait.
Sent from my GT-I9100 using xda app-developers app
Click to expand...
Click to collapse
After fuel, spending £500 etc, I don't think I should have to go to those lengths as a consumer.
jaaystott said:
After fuel, spending £500 etc, I don't think I should have to go to those lengths as a consumer.
Click to expand...
Click to collapse
are you serious? you dont feel you should have to go back to p4u with a faulty device because theyre 25 miles away?
do you want p4u to set up a shop next door to you because you dont want to drive back to town?
do you think they gave you a faulty one on purpose because they knew you lived a bit further away?
oh.. my advice? GO BACK TO TOWN WHEN YOU KNOW ITS IN STOCK
whats that? you dont feel you should have to call somewhere 25 miles away?
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i really despair at some of the idiocy that is posted on these forums.
djbenny1 said:
are you serious? you dont feel you should have to go back to p4u with a faulty device because theyre 25 miles away?
do you want p4u to set up a shop next door to you because you dont want to drive back to town?
do you think they gave you a faulty one on purpose because they knew you lived a bit further away?
oh.. my advice? GO BACK TO TOWN WHEN YOU KNOW ITS IN STOCK
whats that? you dont feel you should have to call somewhere 25 miles away?
i really despair at some of the idiocy that is posted on these forums.
Click to expand...
Click to collapse
Actually they are in a City. And No, I do not expect them to set up a store next door to me at all. I expect people like you though to sincerely answer my question then have a go at me. After spending £500 and putting that much into P4U's pocket, if the device that I receive is faulty, the last thing I want to be doing is spending even more money driving down there all over again to get another unit.
The point in this thread, was to see if maybe any other users had experience in such matters, or had tried to get a replacement unit sent in the post, over the phone as they live a distance away. As it turns out, I'm 17 and cannot drive yet and so rely on my father to get me about. Though this might be somewhat of an embarrassing situation, it also shows that not all consumers are the same. I was only asking for advice, not for someone to have a go at me.
Also, from my house to 'town' as you call it, there are no roads with the speed limit over 50, and so it would be quite impossible to get there in 20 minutes.
I'll call P4U in the morning, I was just asking.
jaaystott said:
Actually they are in a City. And No, I do not expect them to set up a store next door to me at all. I expect people like you though to sincerely answer my question then have a go at me. After spending £500 and putting that much into P4U's pocket, if the device that I receive is faulty, the last thing I want to be doing is spending even more money driving down there all over again to get another unit.
The point in this thread, was to see if maybe any other users had experience in such matters, or had tried to get a replacement unit sent in the post, over the phone as they live a distance away. As it turns out, I'm 17 and cannot drive yet and so rely on my father to get me about. Though this might be somewhat of an embarrassing situation, it also shows that not all consumers are the same. I was only asking for advice, not for someone to have a go at me.
Also, from my house to 'town' as you call it, there are no roads with the speed limit over 50, and so it would be quite impossible to get there in 20 minutes.
I'll call P4U in the morning, I was just asking.
Click to expand...
Click to collapse
I had the exact same problem with my faulty phone. I phoned up Phones4U sales and asked them if they could ship a replacement phone to my local store as they had none in stock. Took around 5 days but once arrived I just went into the shop with an authorisation code for replacement and they changed it there and then.
dr9722 said:
I had the exact same problem with my faulty phone. I phoned up Phones4U sales and asked them if they could ship a replacement phone to my local store as they had none in stock. Took around 5 days but once arrived I just went into the shop with an authorisation code for replacement and they changed it there and then.
Click to expand...
Click to collapse
Thanks for the advice, I'll give them a call tomorrow and see what they offer up. There is a much more local store to me, so maybe they would deliver a replacement to it and give me the code.
dr9722 said:
I had the exact same problem with my faulty phone. I phoned up Phones4U sales and asked them if they could ship a replacement phone to my local store as they had none in stock. Took around 5 days but once arrived I just went into the shop with an authorisation code for replacement and they changed it there and then.
Click to expand...
Click to collapse
exactly just have them allocate you one and then go when you know its there, then kick off if its not.
i mean seriously? what is the alternative? what are you expecting p4u to do?
from reading the OP it almost sounds as if you expect them to courier a replacement to your door, and take the old one away with them at the same time - that's why i find the post so ridiculous.
you live a bit further away, so what? how is it p4u's fault that you have a faulty device? or that you live too far away for it to be nice and convenient for you to return it?
jaaystott said:
Hi guys,
Bought my One from P4U last week on Sunday, when I first got it I had tiny gaps, however now those gaps have got quite large at the top and bottom and I have noticed that the acryaly front of the phone doesn't align with the back, there's overhang if you will.
I bought my phone from Manchester, but live in a small town around 25 miles away that has no 'major' P4U stores about, and so I doubt they will have stock in. I don't fancy driving 25 Mike's either and I don't really want to be without a phone as I use it for work.
Any advice?
Thanks!
Sent from my HTC One using xda app-developers app
Click to expand...
Click to collapse
Just wait till April to get a replacement because there's a high chance you will get another faulty phone in this first batch.
Sent from my HTC One using xda premium
What's the latest P4U would do an exchange?
Sent from my HTC One using xda app-developers app
jaaystott said:
What's the latest P4U would do an exchange?
Sent from my HTC One using xda app-developers app
Click to expand...
Click to collapse
You have 28 days for faulty device. Inform them of fault get a ref no, find out what your options are and then inform them of your intent. Make that call.
riz157 said:
You have 28 days for faulty device. Inform them of fault get a ref no, find out what your options are and then inform them of your intent. Make that call.
Click to expand...
Click to collapse
out of interest what happens when the 30 days are over , who covers it then? HTC?
djbenny1 said:
exactly just have them allocate you one and then go when you know its there, then kick off if its not.
i mean seriously? what is the alternative? what are you expecting p4u to do?
from reading the OP it almost sounds as if you expect them to courier a replacement to your door, and take the old one away with them at the same time - that's why i find the post so ridiculous.
you live a bit further away, so what? how is it p4u's fault that you have a faulty device? or that you live too far away for it to be nice and convenient for you to return it?
Click to expand...
Click to collapse
Funnily enough, when I lived in the UK and had a fault with my Hero, T-Mobile sent a courier to collect my phone the next day. He gave me a new handset, and took the faulty one with him.
Sent from my Nexus 7 using Tapatalk 2
ant78 said:
out of interest what happens when the 30 days are over , who covers it then? HTC?
Click to expand...
Click to collapse
Yepp.I believe they send it off to HTC under the warranty to be repaired :good:
ant78 said:
out of interest what happens when the 30 days are over , who covers it then? HTC?
Click to expand...
Click to collapse
Contact htc directly, pickup drop off service. Very good.
I don't think that's right. Warranties always through the person who sold it. You don't actually have a relationship with HTC in law.
Sent from my GT-I9100 using xda app-developers app
---------- Post added at 01:05 PM ---------- Previous post was at 12:59 PM ----------
Oh and congratulations on having £500 spare as a 17 year old. You might want to have a less expensive phone for when you leave your house to go to school or go out. I bet you don't have another £500 pounds for a replacement. I remember how responsible I was at 17.
Sent from my GT-I9100 using xda app-developers app
so phones4u would have to replace the unit say 6 months down the line if the phone developed an issue?
ant78 said:
so phones4u would have to replace the unit say 6 months down the line if the phone developed an issue?
Click to expand...
Click to collapse
Yes they would. They insure the phone for 1 year and the year after HTC will insure it. Unless its a contract phone and you are covered over the duration of your contract then.
Actually it's 2 years the poor seller is responsible.
http://m.guardian.co.uk/money/2009/may/23/tesco-consumer-guarantee
Sent from my GT-I9100 using xda app-developers app
Not too sure about the law elsewhere, but in the UK the seller is only required to actually warrant the item for 28-30 days, unless the seller is the manufacturer. Many years ago I had a Sony Ericsson W580 that I purchased from Phones4U. This phone was legendary for the buttons on the front falling off, which of course happened to mine a little after 30 days (which is P4U's policy) and they did indeed send it to Sony Ericsson. Going back two years now, I had a HTC Desire which was just under 12 months old, infact I think it was literally 3 days before it became a year old. P4U sent it straight back to HTC, and I had to wait for another one.
If you order a phone straight from a carrier, and I mean either over the phone or the internet, then they are obliged to give you a replacement handset immediately. Weather it is new or refurbished, does not matter. When you buy a phone through, say, an EE store, EE as a company (over the phone and Internet) are NOT obliged to provide you with a replacement handset or offer you any support as technically that EE store is selling on behalf of EE the company. It's all very confusing, I know.
Basically, after 30 days in the UK, even if it's just an hour the device will be sent to HTC or an authorised P4U repair centre.

Does OnePlus have quality issues?

I'm currently in a dispute via PayPal with OP, and as pissed off as I am about what I'm dealing with... I actually liked the phone {when it worked}. Once this phone went to crap on me, I bought a Galaxy s9+ on Amazon and returned it the day after I received it (in one day it was noticeably slower and had more battery drain that the 6T.
So I'm thinking about buying another 6t from OP once I get this dispute resolved and hoping that it was a one off situation.
Am I just setting myself up for more failure? Should I just stay away? I don't want the t mobile version even though it might be a safer bet support wise.
For issues in detail, read the following:
I bought the Unlocked 6T on launch date, received it 11\6 and the charger that didn't work, OnePlus sent a new one but I never received it. They blamed the carrier and said they would investigate and still haven't followed up with me.
Also had software bugs with voicemail, and issues with LTE on T Mobile network which OnePlus and T Mobile tried to help me resolve.
Then, on 11\22 the front camera on the phone went out without any warning. I called again after troubleshooting myself, went through standard TS again with them. They asked me to send logs and told me I may have to send in phone for repairs... Which is not what I wanted to do for a 2 week old phone that hadn't been dropped or otherwise damaged.
I got frustrated and told them I wanted to return for a refund because there had been too many issues in the weeks that I had the phone. They rejected my request stating their return window was 15 days and I was on day 16.
After arguing and asking to speak to a supervisor (which never happened), the rep claimed she spoke to her supervisor who allowed the return and I didn't have to pay for return shipping. Told me to submit RMA, email her... Then I'd get the label and m their techs will look at my phone logs and see if it was a software related issue they could remotely fix.
Created RMA, got return instructions..but no label. Rep reached out asking had I gotten the label, then said give it another 2 days. Time passed, still no label but she claims it was sent on 11.23. I didn't hear from her anymore after that. So I called back just for all other reps to tell me I have to pay the shipping costs or talk to the rep that originally promised a return label.
Ive filed a pay pal dispute, they said they would handle it.
Yesterday I got an email from a rep saying they would 'see what they can do' to help me but can't guarantee anything or move forward until I drop the pay pal dispute... I feel like that's a set up... If I drop the dispute without any kind of commitment from them and they go quiet again, I can't reopen it.
I also heard from the original rep today via email. She and her "supervisor" said they cover return costs, but now her email says they don't do that as it's not a part of the purchase agreement.
I hope PayPal resolves in my favor... But if they do, am I crazy for still wanting a 6T?
Sent from my SM-G935T using Tapatalk
I had to RMA my OP3.
I bought my 6T from Amazon so I don't need to go through that process again
This is my first OP device I've ever owned. I ordered mine from OP the very MINUTE they went on sale online, and have had zero issues with mine, and I never get off of it lol I'm going to just bet that you got a defective model and it's a rare occurrence. Like I said though, this is my first OP device.
I had a front facing camera issue as well after 3 days after receiving the device. I think OP needs to be a bit more reactive in terms to the return policy. My gripe is the fact that I had to pay for shipping and the time it takes for me to get a replacement device. I may do a dispute as well considering that I have been out of a phone for over a month.
davemuir said:
I had to RMA my OP3.
I bought my 6T from Amazon so I don't need to go through that process again
Click to expand...
Click to collapse
I thought about that. Are u in the US?
I saw a couple of listings but the price was either inflated or the reviews were sketchy.
Sent from my SM-G935T using Tapatalk
H4X0R46 said:
This is my first OP device I've ever owned. I ordered mine from OP the very MINUTE they went on sale online, and have had zero issues with mine, and I never get off of it lol I'm going to just bet that you got a defective model and it's a rare occurrence. Like I said though, this is my first OP device.
Click to expand...
Click to collapse
Yes it's my 1st one as well, so I'm not sure what's "normal" or if I'm just having bad luck
They went on sale 11\1 at 6am PST... I placed my order by 6:07am lol
Sent from my SM-G935T using Tapatalk
cronojay said:
I had a front facing camera issue as well after 3 days after receiving the device. I think OP needs to be a bit more reactive in terms to the return policy. My gripe is the fact that I had to pay for shipping and the time it takes for me to get a replacement device. I may do a dispute as well considering that I have been out of a phone for over a month.
Click to expand...
Click to collapse
3 days? Wow... It's ridiculous that they wouldn't just replace the device outright at that point.
One of the reps I talked to slipped and told me they have gotten a few reports of this issue and we're investigating.
What we're your symptoms? How much did you pay for return shipping? Have they told you what the problem was?
Sent from my SM-G935T using Tapatalk
j2gifted said:
I thought about that. Are u in the US?
I saw a couple of listings but the price was either inflated or the reviews were sketchy.
Sent from my SM-G935T using Tapatalk
Click to expand...
Click to collapse
UK
davemuir said:
UK
Click to expand...
Click to collapse
I heard returns and exchanges are much easier in the UK. There are laws that protect you right?
Sent from my SM-G935T using Tapatalk
I would say there are some quality issues. Not too sure about other models. 6T is my third OP device. My One and 3T have no issues. But my previous unit of 6T had wavily curved screen on the sides. After arguing with the distributor, they agreed to exchange a unit with me, which came in perfect shape. After using it for a few days, I noticed that the screen is irregularly curved in two corners. I'm tired of arguing with the distributor and I don't think I have the face to do it again. Mind you, I never applied any sort of stress on the screen, apart from putting it in my pocket that might apply some bending stress, which is still unacceptable since my 3T stayed in my pocket for one year and the screen is still perfectly shaped
zhenliang1102 said:
I would say there are some quality issues. Not too sure about other models. 6T is my third OP device. My One and 3T have no issues. But my previous unit of 6T had wavily curved screen on the sides. After arguing with the distributor, they agreed to exchange a unit with me, which came in perfect shape. After using it for a few days, I noticed that the screen is irregularly curved in two corners. I'm tired of arguing with the distributor and I don't think I have the face to do it again. Mind you, I never applied any sort of stress on the screen, apart from putting it in my pocket that might apply some bending stress, which is still unacceptable since my 3T stayed in my pocket for one year and the screen is still perfectly shaped
Click to expand...
Click to collapse
Did you order your 6T directly from OnePlus or from another seller?
Sent from my SM-G935T using Tapatalk
j2gifted said:
Did you order your 6T directly from OnePlus or from another seller?
Click to expand...
Click to collapse
I ordered it from OnePlus Malaysia Official Distributor. It's a bit of a mess in Malaysia. OnePlus is not officially in Malaysia but they are appointing an official distributor to sell the devices
I've seen in the news that 6T has issues with "static" running through the screen. I'm definitely staying away from it, still happy with my 3T.
http://www.gizmodo.co.uk/2018/11/some-oneplus-6t-owners-are-having-issues-with-display-static/
j2gifted said:
3 days? Wow... It's ridiculous that they wouldn't just replace the device outright at that point.
One of the reps I talked to slipped and told me they have gotten a few reports of this issue and we're investigating.
What we're your symptoms? How much did you pay for return shipping? Have they told you what the problem was?
Click to expand...
Click to collapse
I just tried to do a face unlock and said that another system app was using the process. After that I could not use any front camera at all. I paid $21 for ups shipping and I am still waiting for ACER center to let me know what was the real issue.
I wish they would have just sent me a new one no questions asked. They asked for a logcat and sent a bunch of emails out.
Had mine since release on the 6th in UK not one QC issue so far. on my OP3 I got the camera focus issue few months after launch hope don't run into issues like that again
I'm getting a bit of a wiggle from the USB port when I connect either the charger cord or the dongle. Sometimes the headphones through my dongle seem to disconnect and interrupt the audio I'm playing.
Unfortunately I can't remember if there was any wiggling in the contact when I got the phone. Can anyone tell me if they experience any looseness or wigglyness in their USB ports? I'm afraid I maybe need to RMA this, which I'm not looking forward to.
3 million sales, a handful of "issues" posted here, hardly a quality "issue"..
cronojay said:
I just tried to do a face unlock and said that another system app was using the process. After that I could not use any front camera at all. I paid $21 for ups shipping and I am still waiting for ACER center to let me know what was the real issue.
I wish they would have just sent me a new one no questions asked. They asked for a logcat and sent a bunch of emails out.
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I didn't even get an error... I got a duo call from my wife and front camera didn't enable. Thought it was the app until the problem persisted after uninstalls restarts and factory reset.
I didn't a camera test in the system settings and it failed, sent logs, etc. They eventually stopped replying to me.
Also, portrait mode was missing after the front camera stopped working.
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wase4711 said:
3 million sales, a handful of "issues" posted here, hardly a quality "issue"..
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I'm talking about quality issues in general, not just with the 6T.
In searching, I'm finding a lot of people across the world have had issues that have gone unresolved and where support has been sketchy.
There are also some that report great support and speedy service.
My question is "What's normal?"
Kind of hard to tell.
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well, I spent many years in the consumer electronics world, and the "standard" in our category was 3% or less defectives were the goal; so, if its true they have sold 3 million of these so far, than 3% would be 90,000 "defects"...If the "norm" in the cell phone world is 1%, then 30,000 defects would be "acceptable"
Add modifying the software/unlocking the bootloader/flashing stuff not designed for your specific phone, and so forth, and its easy to see why there are quite a few "alleged" defects; some are users fault, some are things that slipped through QC..
It may be a different percentage in the cell phone world, but that gives you a rough idea of how many defects are "expected", in terms of a percentage of sales of new product..

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