Database Users

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

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

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

Credit card issuer...

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

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

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

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

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

Post it on one of there tweeter pages

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

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

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

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

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

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

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

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

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

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

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

My Story with handtec.....

OK. SO, This was my first dealing with handtec or any of the overseas online companies.
It was on the 5th of November that I bought a Galaxy Note from them. Before I actually made the purchase, I used the "live support" to ask them regarding the availability of the product and quality support they can offer me after the purchase. The chat was very professional and I even got a discount with the phone. I ended up getting the sim free version for the price of the network logo version.
Few weeks after I received my phone, I finally have the time to have a good look of my phone, I found 3 dead pixels on the screen. Man! was I devastated! (for those of you remember my thread about it). I used the live support again and they suggested me to return it back to them asap and ensured me that everything will be taken care of and not to worry. I remember the operator said to me "Don't worry, handtec will take care of you"
After about 4 days of sending back the phone (which is today ).....my tracking status showed the item was delivered. So I immediately use the live support again to ask them about whether or not they have got the phone. They said they have, so I asked them when they will be sending the replacement back to me. They said they will try to send the replacement today.
I told them that I hope the replacement phone that I will be getting will be without dead pixels. I don't want to have to pay the expensive return postage again. They said they can help me to gain a peace of mind by letting them open my box to check to make sure. So I agreed (it took me a while to make that decision as I have always like the feeling of opening a brand new package )
I then logged off the live support, but as soon I logged off...I was like...oh crap!
I forgot to tell them to wear a glove and also make sure that none of the protectors were taken off while they check my screen. So I logged back on in about a minute after I logged off and asked them not to take off any protectors. Guess what they said to my surprise?! (apparently, it was the same operator)...and he said the check has already been done, nothing is wrong with the phone, and it is going to the warehouse as we speak, ready to be sent out today, and I will be getting it early next week.....
WOW....they must be SUPERMEN or something close....so professional and efficient.....
At this point....I would never hesitate to buy from them again in the future because they are very professional, responsible and efficient...
I will let you guys know when I actually receive the replacement back from them......and hopefully by then, I can also say...yay...my screen is PERFECT too
Anyways...thanks for hearing me out....hope I get my lovely GNote back soon!!

My experience has been near the same with them, sans the dead pixels. I placed my order with them at 1:30 EST (Im in the US) on the 28th of November. Email conformations were quick and informative. On the 29th I received an email stating that because of my first time order with them, and that I was overseas, I needed to answer some additional security questions (Credit Card Bank Authorization number, etc.) I responded quickly to this, and they continued the vetting process. I ended up calling them to be sure they had everything. They were very polite and helpful on the phone. Rather than continue to delay the shipment, they asked that they be able to send the shipment to my work address so that they didnt have to wait for the security team to validate my home address with my CC. Because of the time difference between the US and UK, they werent able to ship it on Tuesday. I checked my tracking number on Wednesday and found that they sprung for overnight AM shipping! So Thursday morning my package comes in (my only complaint here is that they didnt ship it in a box, it in a loose bubble envelope). All has been working great since! No dead pixels, and this phone is simply amazing!
Hats off to Handtec for doing it right!

Bought both SGS II and the Note from handtec. I'm probably going to continue the trend with Galaxy S III. Despite what some people say about handtec not selling "UK" version of the note, it's not like it matters much here in the US
Both times, my phones arrived in less than 24 hours from UK!!!

Glad to hear there are good experiences with them, I will have to try them out on my next phone Galaxy S3? xD

plasket said:
My experience has been near the same with them, sans the dead pixels. I placed my order with them at 1:30 EST (Im in the US) on the 28th of November. Email conformations were quick and informative. On the 29th I received an email stating that because of my first time order with them, and that I was overseas, I needed to answer some additional security questions (Credit Card Bank Authorization number, etc.) I responded quickly to this, and they continued the vetting process. I ended up calling them to be sure they had everything. They were very polite and helpful on the phone. Rather than continue to delay the shipment, they asked that they be able to send the shipment to my work address so that they didnt have to wait for the security team to validate my home address with my CC. Because of the time difference between the US and UK, they werent able to ship it on Tuesday. I checked my tracking number on Wednesday and found that they sprung for overnight AM shipping! So Thursday morning my package comes in (my only complaint here is that they didnt ship it in a box, it in a loose bubble envelope). All has been working great since! No dead pixels, and this phone is simply amazing!
Hats off to Handtec for doing it right!
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How did you reach them on the phone? I tried to call them many times, but all end up being referred to go to the website.
How can the package get there overnight? wow

what version of the note are they selling?? and where is it made (although i'm not quite sure what problems are inherent with which manufacturing site)

DMax99 said:
.....So I logged back on in about a minute after I logged off and asked them not to take off any protectors. Guess what they said to my surprise?! (apparently, it was the same operator)...and he said the check has already been done, nothing is wrong with the phone, and it is going to the warehouse as we speak, ready to be sent out today....
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I agree that Handtec is a good/reliable company and also no offense to you but seriously..? In a minute? Come on... Since you said they asked for permission for opening it I assume it was opened/checked after you close the chat.
Lets see:
Closing chat with you and email or phone the Service Dept to check the phone? Time: 1-3min
Service Dept: Find your phone or any phone that will be sent, open box, open back cover and put presumably a used battery in it and start it up? Time: 5-10m if they haven't anything else to do.
Doing some quick tests directly on the phone or connected to the PC? I will give it another 3-8min because some pre-requirements might be needed.
Tests done and ready to ship, shutting phone down, removing back cover, out the battery, backcover on, phone in box closed, report made for the phone(not always), everything ready to sent and finally in it's way to the "warehouse"? Add another 10-20min
We are looking at about 20-40minutes if everything goes smoothtly. No offense OP but some common sense doesn't hurt here. Many people might jump to wrong conclusions reading that.
DMax99 said:
WOW....they must be SUPERMEN or something close....so professional and efficient.....
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You are just being sarcastic aren't you...? Please tell me you are!
Also please, this post in not directed to you OP. But at Handtec.

koniakki said:
I agree that Handtec is a good/reliable company and also no offense to you but seriously..? In a minute? Come on... Since you said they asked for permission for opening it I assume it was opened/checked after you close the chat.
Lets see:
Closing chat with you and email or phone the Service Dept to check the phone? Time: 1-3min
Service Dept: Find your phone or any phone that will be sent, open box, open back cover and put presumably a used battery in it and start it up? Time: 5-10m if they haven't anything else to do.
Doing some quick tests directly on the phone or connected to the PC? I will give it another 3-8min because some pre-requirements might be needed.
Tests done and ready to ship, shutting phone down, removing back cover, out the battery, backcover on, phone in box closed, report made for the phone(not always), everything ready to sent and finally in it's way to the "warehouse"? Add another 10-20min
We are looking at about 20-40minutes if everything goes smoothtly. No offense OP but some common sense doesn't hurt here. Many people might jump to wrong conclusions reading that.
You are just being sarcastic aren't you...? Please tell me you are!
Also please, this post in not directed to you OP. But at Handtec.
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Click to collapse
LOL....It is TRUE....when I was on the chat the first time I have already given him the permission to check the phone. I don't know how their company works, but when I logged back on (maybe about 30 seconds to 1 minutes after) He told me the phone has already been checked.
BTW....They only said they would check the screen with my new replacement phone as the problem with my faulty phone was with the dead pixels on the screen.
But seriously I am not sure how the company works.....I am suspecting that the company is quite small. So maybe their warehouse and return department are the same department, and maybe there are only a few people working in the company with each person doing multiple things. Therefore, it take less time for communication. I really believe they try to make their company look bigger than what it really is.
Finally, I was not being sarcastic when I told them they are supermen. I really thought that they were really efficient.
ps. all the things I have told you are what they have told me on the chat. who knows what really happened over there on the other side of the world.

They were pretty easy to get ahold of. I called their number that was listed on the website, reached an automated prompt, chose sales support and waited a few minutes on hold. Guy picked up pretty quickly. They have hours from like 7-5:30 UK time
Sent from my GT-N7000 using Tapatalk

You people must be really lucky to get the phone delivered so fast. I ordered mine with some accessories on the 29th, I have yet to get it. Fedex status says clearance delay. First, Customs wanted an itemized breakdown with value. Then they want an FCC form. Having sent many phones to the U.S, I would have expected Handtec to know what documents are required to get through Customs.
That aside their customer service is pretty good so far. I'm just frustrated I didn't have the phone over the weekend.

So finally received my gnote.
Powered up got the OTA and now I'm enjoying it. Handtec even credited my credit card because the price has dropped since I purchased it.
Sent from my GT-N7000 using XDA App

My replacement should get here by tomorrow

Ok....so I have finally received the replacement back from handtec. They have also given me a Travel Power Adapter as a gift. I think they have given me that because the phone was supposed to be sent to me last Friday but didn't end up getting sent on Monday (not really a big deal to me though).
I have quickly turned on the phone to check the screen and it looks fine. I am pretty sure it's a German version as there is a German Manual in the Box plus, the phone was in German when it first booted up. It is kind of weird because everything on the back of the box is in English and even says UK at the buttom.
Anyways...I will start using the phone tonight after it's being charged fully and with a screen protector on. Hopefully there will be nothing wrong with this handset
I must say this again at the end....I am very satisfied with handtec's customer service. I will definitely buy from them again!

Huawei " UPS RMA Label " Repaired/Replaced phone Process Status

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...
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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.
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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.
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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...
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and for how live outside usa what can i do ?

leroilion02 said:
and for how live outside usa what can i do ?
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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"
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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

Google failed to deliver my Pixel XL and provided no help at all besides a refund.

Story Time:
I ordered the Google Pixel XL 128GB (Quite Black) from the official Google Store online on April 25, 2017. The free shipping option put the device being delivered in the May 11 - May 15th window. I was okay with this as I was taking an international flight on May 16th and figured I would have the device by then. Shortly after my order on April 27th, 2017 I received an email stating that my device has been shipped and expected to arrive between May 11 - 15. This email provided a FedEx tracking number, which I closely monitored every day.
I watched as my phone slowly made it's way from Carol Stream, IL to Los Angeles, CA. Each day inching it's way across the country. It finally reached the FedEx facility in Los Angeles on May 3rd, 2017 at 4:42AM. I was pretty excited to see that it was probably going to arrive much sooner than stated. That was until I saw a status update on the tracking that simply stated "Delivery Exception - Future Delivery Requested". What? I didn't understand what this meant so I called FedEx on May 4th, 2017 and the gentleman on the phone told me he would check with the LA facility and ask them about the package. After a brief 10 minutes hold, he came back and told me that delivery exception means the delivery hub was busy and the package would be out for delivery that day (May 4th) by the end of the day.
I was satisfied and went along with my day only to find out by the end of the day that a delivery attempt was not made. May 4th came and went. May 5th came and went. No updates on FedEx tracking, and no attempted deliveries (I was home waiting for the delivery). I decided to be patient and wait until Monday morning to see if there was some update on the FedEx tracking. There wasn't.
I called FedEx first thing Monday morning and asked for some new info on my package. After being placed on another brief 10 minutes hold, I was told again that the package would be out for delivery by end of day and the rep asked me for the cell phone number of the delivery address so the driver has it. I provided it and again went along with the day waiting for delivery.
That was until I later refreshed the FedEx tracking and find this gem: 5/08/2017 - Monday 10:34 am Returning package to shipper
LOS ANGELES, CA Shipper requested shipment to be returned - Unable to deliver shipment - Returning to shipper
Okay. So I called FedEx again and asked another rep what happened and he dug a littler deeper for me and found out that a woman by the name of Donna from Ingram Micro made a request for the package to be returned to the shipper on the morning of May 5th, 2017 (this status was not listed in the tracking website). I asked FedEx for any contact info for this Donna at Ingram Micro and he couldn't help me. I set out on my own to dig for the info I needed and ended up finding a phone number for Ingram Micro support. I called and naively asked for Donna and was met with confusion. I told the rep about my issues but she was less than willing to help me out because I was not from Google. So I asked her kindly if she had some contact info at Google since it is nearly impossible to find a proper phone number online for support (even after you spend almost $1,000 on a phone). She was able to supply me with a phone number and I thanked her and went with it.
I called the number and reached a very friendly rep at Google and explained my situation (that the phone was being returned to the shipper and I saw no chance of it being re-delivered on time). She was caring and expressed her apologies but told me she is with the Google Play Store support but that she could transfer me to the Google Hardware Store people. I waited on the line for about 15 minutes before being introduced to a first level support for the Google Hardware Store. Again I explained my situation and the rep was looking at the FedEx info and told me "Sir, if you look, you can see it should be delivered by May 9th, 2017." I explained calmly to him that that is the expected date for the device to return to the shipper, not me. He didn't quite understand what was happening and he offered to call FedEx and ask them what happened. I waited for about 20 minutes and he came back and told me that FedEx didn't have any more info for him than what was on the tracking log.
He told me I should be patient and that he was confident that the device would arrive on time to me. I knew better and kindly asked him to speak to a manager to explain this more. He hooked me up with his supervisor and I went on explaining it to him as well. He was able to finally understand that the device was being returned without even one attempt to deliver it to me. He said there was nothing he could do until the device reached it's destination. He said his system would not allow him to cancel the order/ship a new device, etc. until it was no longer "in transit". He told me he would make a case number for me and put it on high priority and after the expected date of the devices return to Ingram Micro (listed as May 9th) he can help me get it straight and even ship a new device with the fastest shipping possible. He told me they would call me on May 10th and check the case with me.
They did call me today and I again received the same first level support that didn't understand the situation in the first place. He AGAIN told me that the device says it will be delivered (now somehow updated to May 12th (back to the shipper of course)) on time. I told him again to please go over the tracking log with me and pay attention to the part that says that the shipper requested the package to be returned back to them. He told me he understood now and he would check with Ingram Micro/Google Shipping and find out what happened. He called me back about 2 hours later and said he confirmed that the device was heading back to the shipping company and he will transfer me to the Google Shipping department to have them help me out.
- This story is almost over if you are still with me -
I was connected with the shipping department and the rep there told me he confirmed that it was on the way back to the shipper and he could go ahead and start a refund for me. I informed him that I did not want a refund right now and I just want the device to be delivered by May 15th as promised and to please figure out a way to send me another one with express shipping since they already know the original one was on the way back. He tried telling me that it was undeliverable and that his "security system" would not allow him to place another device in shipping until this one was back. I actually only now started to lose my patience. I told him how unfair this was. He made the mistake of informing me that if the device was lost in transit or even stolen, then he could then authorize another one to be shipped out.
I explained to him that this really was not logical that they now know for sure they are getting the device back and still won't ship another one. I ended up getting absolutely nowhere with this guy and he offered me the great deal of initiating a refund for me. He offered it like it was some kind of compensation. To be refunded for a device that I paid for and did not get... this was too good for me to pass up, so I took him up on his offer and agreed to the refund and expressed my deep feelings of frustration to him. At this point, I am not sure I will ever order another Google device from the Google store. I love Google. I always have. This was an incredibly disappointing experience and I have no idea what phone I am going to buy now since I had my heart completely set on this device.
TLDR; I ordered a $1,000 Pixel XL. The shipping company made some error and had it sent back to them before even attempting to deliver to me. Google support was hard to reach and offered no help except for a refund. Thanks Google.

To be honest seems to me you're just *****ing the ***** yes you didn't get your device but you got your money back so you weren't ****ed. To be honest I don't understand the point of this post besides the ***** moan and complain

kitila said:
To be honest I don't understand the point of this post besides the ***** moan and complain
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What's wrong with that?
Have a little empathy, sheesh.
Sorry to hear about the suck experience you had getting with NOT getting your phone.

kitila said:
To be honest seems to me you're just *****ing the ***** yes you didn't get your device but you got your money back so you weren't ****ed. To be honest I don't understand the point of this post besides the ***** moan and complain
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Click to collapse
If that is all you got out of that story, then you are just as bad as Google was during this whole ordeal.

Man I am really sorry that this happened to you!

That sucks. Mine was way over a month so I cancelled it and ordered from project fi. Got to my house in 3 days. And it comes from the exact same place.

Great read. It must have taken you a lot of time so thank you for the effort. I think you need to find a supervisor that will credit you for at least $100. Then buy another one and have them ship free expedited. Good luck. The device is worth it.
Sent from my Pixel using XDA-Developers Legacy app

Post best left for reddit.
Package probably didnt have a phone in it.

parakleet said:
Post best left for reddit.
Package probably didnt have a phone in it.
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What kind of stupid responses are these?

Sad for you.
Had the nearly the same with my daydream. As soon as I saw sent back to deliverer I called Google. And they just asked if I want a refund or another device. But in my case they sent it out on the same day. Maybe because of the lower price.

Well at least you got your money back in a timely manner. Human error happens, I wouldn't hold it against Google. Just make sure you go ahead and get the Pixel XL because it's an amazing phone! Now, deep breath... LOL

So just take refund and order again, seems like the easiest option...

Terrible Ordering Experience

I pre-ordered the new Samsung20 Ultra and was supposed to have it March 13th. I started receiving all the bonus items on that date, but no device. I started trying to call baout this on the 16th and was given at 3 different stories about where my order was, but never a real explanation as to why it was being delayed. New delivery dates promised, an email from someone at Samsung saying they showed a had already received it which was completely false so I had to call and argue about that as well. Finally 2 weeks later I get an email with a tracking number. I was supposed to get it yesterday. I check the tracking and find out that it is in town at the local center at 7am. So I am finally feeling some relief that I am going to receive my device. Nothing shows up. I track again this morning and find that it was returned to Samsung. Then I got 2 different stories, one from FedEx and one from Samsung. FedEx says that Samsung requested it be returned and Samsung says it shows that I refused delivery. I get 2 FedEx deliveries each day for my business and I accepted both of them yesterday personally and neither had the device. When I call Samsung they say they can't do anything and that I have to place a new order and wait another god know how long before i get the phone. I can tell you that I have had something similar like this happen with an Apple order and they took full responsibilty from the word go. They immediately arranged to overnight me a replacement and I had it in my son's hands the next day. So sorry Samsung, while I prefer your devices to Apple, your customer service stinks!

vitaatozee said:
I pre-ordered the new Samsung20 Ultra and was supposed to have it March 13th. I started receiving all the bonus items on that date, but no device. I started trying to call baout this on the 16th and was given at 3 different stories about where my order was, but never a real explanation as to why it was being delayed. New delivery dates promised, an email from someone at Samsung saying they showed a had already received it which was completely false so I had to call and argue about that as well. Finally 2 weeks later I get an email with a tracking number. I was supposed to get it yesterday. I check the tracking and find out that it is in town at the local center at 7am. So I am finally feeling some relief that I am going to receive my device. Nothing shows up. I track again this morning and find that it was returned to Samsung. Then I got 2 different stories, one from FedEx and one from Samsung. FedEx says that Samsung requested it be returned and Samsung says it shows that I refused delivery. I get 2 FedEx deliveries each day for my business and I accepted both of them yesterday personally and neither had the device. When I call Samsung they say they can't do anything and that I have to place a new order and wait another god know how long before i get the phone. I can tell you that I have had something similar like this happen with an Apple order and they took full responsibilty from the word go. They immediately arranged to overnight me a replacement and I had it in my son's hands the next day. So sorry Samsung, while I prefer your devices to Apple, your customer service stinks!
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Click to collapse
If I'm you I'll cancel the order and get refund. And you'll get to keep the freebies that was shipped. Then go buy the phone if you really like it from retail shop.
Sent from my SM-G985F using Tapatalk