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I was a little inspired by the thread below and so I decided to share my horror story with you all. Interestingly some of the names in that story are the same.
forum.xda-developers.com /showthread.php?t=789525
For your reading pleasure I have copied here a letter I wrote to Peter Chou, CEO of HTC (and others). The surnames have been removed to protect the guilty.
I will provide updates when I get them.
Dear Mr Chou,
I'm a computer programmer and open-source enthusiast. I have been very impressed by HTC's line of Android-powered phones. They combine the power of the latest smart phone technology with the flexibility of open-source software. I watched for months as various companies released various phones in search of the right phone for me. Many of the offereings by other companies just didn't fit the bill. I eventually settled on the HTC Hero because it was finally a phone that would do everything I wanted and I could also write programs for it myself. Since then I have immensely enjoyed the experience of the phone and have recommended HTC to many of my friends (who generally listen to my advice). I went out of my way to buy this particular phone because I was convinced that HTC was a good brand and that this was the right phone for me. I live in Australia but I bought the phone while I was overseas in Europe since it was not on sale yet in Australia. My recent experience with your global warranty repair centre in the USA has shaken my confidence of your brand and I have stopped recommending that my friends buy HTC phones based on the poor level of customer service I have experienced. My problem with getting the phone repaired under warranty is ongoing and as of today I am still without a fully functional phone. If you could take the time to read the details of my complaint below and suggest a remedy for my problem that would be greatly appreciated. After more than five months battling with the warranty centre I feel they are not able to resolve my problem.
I first sent my phone for repairs to HTC on the 6th of May 2010 and it is still not repaired or replaced as of today the 7th of October 2010. I have had five months without a fully functional phone. I have spent five months waiting for correspondence from the repair centre and been forced to call many times when it was clear they would not contact me. Briefly, my phone had two problems - one of which was fixed and one wasn't. The phone was returned to me and I then contacted HTC to tell them they had only fixed one problem. They then spent two months trying to figure out how to arrange to have Fedex pick the phone back up so it could be fixed a second time, it was with HTC for a month and was then eventually retuned with the original problem still present. After a further six weeks of being promised that replacement phone would be sent I have not received it and I am constantly told by your staff that I should just wait a few more days.
There were multiple points of failure in your systems which have led to me still being without a phone and I'll outline them below. At the end of this email I have detailed all of the correspondence I have had with HTC so you can see just how much trouble this has been for me. I have spent a total of 10.5 hours on the phone with your staff over the last five months and they still have not fixed and returned, or replaced my phone. These calls have cost me dearly in international call costs as well as lost time having to stay up at night waiting for your staff to get in to work. I expect better of an international company like HTC. I especially expect better than what I got after I paid so much money for a phone that I haven't been able to use for five months.
My phone is a GSM HTC Hero with S/N HXXXXXXXX6 (however the main board was changed during the repair process, so this may have changed).
Here I will list the failures of your warranty system, and attached is a detailed description of all of the events surrounding this issue.
1. HTC Australia doesn't cover warranty on phones bought outside Australia. For pure convenience alone this is absolutely appalling.
HTC Australia imports identical phones to mine (GSM HTC Hero) and sells them here. It is just unbelievable that they don't cover warranty repairs on identical phones bought overseas. This complicates postage and communication with the service centre immensely. Instead of making a local call during normal hours to check the status of my repair I have had to call international at great expense and in the middle of the night.
2. HTC Warranty repair centre in the USA can't make international phone calls.
Since I am forced to use an international repair centre to get my phone fixed it should be entirely reasonable that the centre should be able to communicate with me. The "policy" that international calls are not allowed basically means that I can't be contacted by phone to be told of the status of my repair. Despite the fact that my phone has been under warranty repair status for over three months, this policy has not been modified or changed for my special circumstance. It is just unacceptable that I am forced to use an overseas warranty centre, but that centre is not allowed to call me.
3. Staff at the HTC Warranty repair centre don't all know about the ban on international calls.
Multiple times when talking to phone staff at HTC I was told I would get a call back. Very few staff realised that they could not call me back because of the ban on making international calls. As a result of this I have been left waiting for days multiple times waiting for a call I was promised to receive. Once I finally found out that international calls were banned I had to remind the staff each time I spoke to them that they couldn't call me back and that they would have to email me back instead. Most of the time this caught them by surprise.
4. HTC failed to contact me during this entire five month ordeal.
Ignoring the couple of automated emails I got at the very beginning telling me that the RMA had been setup I received a grand total of ONE email from HTC in the first three months during the first two repair attampts. I was told EVERY SINGLE TIME I spoke to them on the phone (at least 28 times) that I should expect an email in the next few days telling me about the status of my repair. I received a total of ONE email, and ZERO phone calls the entire time. I would not care so much if I was told that there was no way for HTC to contact me, but every time I spoke to someone on the phone I was told to expect an email in the next few days and none ever came. This is simply appalling customer service. This is the kind of neglect that you expect from low-quality brands who don't care about their image. This is the kind of thing that drives customers away. How hard is it to send me an email? How hard is it to set a reminder for someone to check the status of my repair and contact me about it? Is it really that difficult? This point absolutely infuriates me. Every time I called customer service I reminded them that they had never sent any of the emails they said they would and all they said was that they were sorry and that I should just keep waiting. Absolutely unacceptable. Just appalling behaviour.
5. HTC did not fix my phone the first time.
There were two problems I reported on the first RMA and only one of them was fixed. It is clear that the warranty repair department did not read the instructions properly before they began working on the device.
6. HTC did not contact me before they sent the phone back the first time.
If HTC had contacted me before they returned the phone I would have asked them to check that both problems were fixed. Instead they shipped the phone back to me without any notice, and subsequently it was returned with one problem still present (and immediately obvious).
7. HTC did not fix my phone the second time either.
After spending three months on the phone with the HTC staff the phone was returned unrepaired! That is breathtaking incompetence!
8. HTC staff do not understand how to use Fedex.
This is a serious issue. For two months I waited for the "pre-paid label" which I was meant to be sent so that I could return the phone for a second time at HTC's expense. Not a single person I spoke to understood how Fedex worked nor how HTC's return shipment system worked. It took two months to send me what is essentially a filled out Fedex waybill. The kind that any business has in the stationary cupboard. At first I was told to expect a pre-paid label by email. After several phonecalls and a few weeks of waiting that never came. Then I was told that, no, I was going to receive a paper pre-paid label via post. Again that never came. Then I spoke to someone who had the bright idea to get Fedex on the phone so we could all work it out together. After 3 seconds on the phone with Fedex the HTC staff member realised I was not in the USA and hung up on Fedex. The label still never arrived. After about three weeks of calling I was told that actually, no, since I was overseas I wouldn't be sent a pre-paid label and I would have to pay for it myself. I protested to this appalling level of warranty service and it was agreed that I would be sent a pre-paid label. Still it didn't arrive. I called numerous times and asked for the Fedex account number so that I could just fill out a waybill myself, but I was told that wouldn't work (of course it would). I was told numerous times that I should expect an email any day, but no email ever came. I was lied to constantly by people who did not know how to do their job. Fedex is one of the most simple and convenient services on the planet. If you want something shipped to you or shipped to someone else you call them and they come and pick it up. If you don't have the right paperwork they will bring it with them. What I finally received months after my initial request was a stock-standard Fedex waybill with the HTC address filled in and the HTC account number filled in. If HTC was not so unbelievably stupid they could have just given my the account number on day 1 and I could have called Fedex and had it picked up that day. Instead I had to spend two months on the phone with idiots who don't know how to use the most convenient service in the world. You should fire the entire call centre staff and the entire packaging/receiving staff in your US warranty centre. They do not know how to ship a package overseas, and that is their job!
9. Your warranty repair centre moved locations and I was not told.
Between the creation of the second RMA and the arrival of the Fedex waybill you moved your service centre from Houston TX to Stafford TX. Fortunately the waybill had the correct address, but had I returned the phone using my own methods it could have ended up going to the old address! At no point was I contacted to tell me that the address had changed and that I should ship my phone to the new address. Another failure in your system.
10. I was not told to include an FCC form with my shipment.
The staff at your call centre did not tell me in any of the conversations we had that I would be required to fill in an FCC form to send my phone to the USA. Fedex knew all about it, but your staff were completely clueless. My phone was delayed in its return shipment by a week because it was held up at customs waiting for me to fill in a form. I should have been told about this, and your staff clearly have no experience dealing with international warranties.
11. Your call centre is not in the same state as the repair centre.
The staff at your call centre, who I've been on the phone with for over 7 hours are not even in the same state as the people fixing my phone. Between the 16th of July when my phone was delivered by Fedex to HTC and 6th of August when HTC finally found it noone at the call centre could tell me where my phone was or if you had it at all. It was impossible for someone at the call centre to walk over and find out where my phone is, and it was impossible for the supervisors also. The staff who have the job of fixing my problems have absolutely no way of knowing what is going on because they are not in the same building as the job that needs to be done.
12. Your call centre staff are not allowed to call the repair centre.
Absolutely baffling, is that the call centre staff along with their supervisors are not even allowed to call the repair centre! After I have been calling up for three months I found out that noone I have been speaking to can even talk to the people who are meant to be fixing my phone! They are only allowed to send emails, and once they send an email they are not allowed to check if they get a response. They have to wait for someone on the other end to send an email back. This is a black hole. How the hell can someone get something done if their communication is only one way? How can you possibly make a job like mine, that has taken three months, a high priority if you can't yell at someone? I have been yelling down the phone in the nicest possible way to your staff and they can't even pass it on! Absolutely appalling business practice right there.
13. The "supervisors" are not authorised to do anything at all I have escalated my call many many times and every time I speak to a supervisor, I may as well be speaking to a brick wall.
They have never offered to fix my problem, they have never offered to do anything but send an email to the repair centre and wait. I have even been promised direct email responses by more than one supervisor and received only one. What is the point of having a supervisor with no authority? They can't call the repair centre. They can't offer to send me a replacement phone. They can't fix my phone. They can't even tell me where my phone is. Your supervisors are completely useless, in fact worse than useless because they have taken up so much of my time and done nothing for me at all.
14. Your policy of 24--48 hours between arrival and scan-in is pointless.
I was told that you have a policy that all phones will be scanned into the system between 24--48 hours after arriving at the service centre. My phone arrived on the 16th of July and was scanned in on the 6th of August. That's 504 hours! What is the point of having a policy of 24--48 hours delay when it takes 20 times longer than that in reality?
15. There is never anyone senior to speak to at the call centre.
I have, on numerous occasions, asked to speak to someone senior. I have been put through to a “supervisor” many times but these people, as described above, have no authority. The more senior managers, I am told, are rarely there and so I have never been able to speak to one. I have to stay up late to call due to the time difference, but even if I stay up til midnight (which is 10am at the call centre) there is still never a senior management person to speak to. This is unacceptable. If the supervisor staff can't fix my problem then there needs to be someone else at hand who can.
16. After more than six weeks I have still not been sent a replacement phone
As an international phone company it should be part of your core business to send people phones. I have been battling with your company for five months to get my phone replaced and when finally it was agreed that a replacement would be sent, after six weeks I am still waiting. This is more rank incompentence.
I think I have quite thoroughly shown that your service centre/call centre in the USA is in an appalling state of mismanagement. I am without a functional phone for five months and counting, I have spent 10.5 hours on the phone paying international call rates with your staff trying to get my phone fixed and you have just shown incompetence at every level at every stage. At no point was I offered a solution which would fix my problem. At no point was I given any confidence that my problem was about to be fixed. At no point was I convinced that your staff which I spoke to so regularly had any idea about the warranty repair process they were meant to be helping me with. At no point did I receive any of the communication I was promised. Email is free and I find it just atrocious that I was promised so many emails and received only one. I have no confidence that anyone at HTC cares at all about getting me a working phone back in my hand. It is just a shocking state of affairs when a service company like your repair centre can't even communicate with its customers.
I am still waiting for the delivery of my replacement phone.
I am also awaiting your response.
Sincerely,
Me
Appendix: Record of events and all correspondence between myself and HTC USA Global Warranty Centre
I will outline the various events in time below and included a brief comment from each of the phone calls I had with HTC. I have also included the length of all of the international calls I have had to make during this period.
• October 2009 I purchased the phone outright (unlocked), a GSM HTC Hero while overseas in Europe. I brought it back to Australia and used it as my primary mobile.
• 4th May I diagnosed my phone with two problems. One where the trackball light would not go off and another where the usb connection would not work. I did a factory reset and the problems persisted.
• 4th May I called HTC Australia to check it in for warranty repairs but I was told that they could not fix it because it was bought overseas, despite the fact that HTC Australia sells the identical product here. I was told I had to call a global warranty centre to get it fixed
• 6th May (15 mins) Called HTC and spoke to HTC global warranty centre in the USA using their "freecall" number which is not free for me calling from Australia. I opened an RMA with them and they explained to me the process. I would pay for the shipping to them, and they would pay for the return shipping. I might be charged a $20 global warranty fee for the privilege of having my broken phone fixed under the warranty that I had already paid for when I bought the phone. I was told I'd receive the RMA confirmation and address via email. I was also told that the repair job itself came with a 3 month warranty.
• 6th May received RMA confirmation USMXXXXXXXXX-XXXXX via email.
• 7th May I shipped the phone to HTC via UPS at my expense.
• 12th May received HTC Global Warranty Service Invoice for $20USD via email
• 15th May received Fedex tracking number via email 4XXXXXXXXX49 Item was picked up on May 13.
• Up until this point the process was fairly swift and I was left feeling rather satisfied that my phone was fixed so quickly.
• 18th May received phone back via Fedex. I switched the phone on and immediately realised that one of the problems had not been fixed. The trackball light still remained partially illuminated as originally described all the time. The USB connection now worked.
• 18th May (20 mins) Called HTC to speak to them about the problem that was not fixed. They said they would create a new RMA, send me an email about it with instructions on how to send it back. They also said that since it was already fixed under warranty once that I would not have to pay for the return postage and I wouldn't be charged any further warranty service fees. I was told I'd receive a "pre-paid label" via email which I could use to get Fedex to come and pick up my phone at the expense of HTC
• 24th May (13 mins) Called HTC because I had not received any emails regarding the RMA or prepaid label.
• 24th May received RMA confirmation number USM1XXXXXXX524-XXXXXX3 via email
• 28th May received a Payment receipt for order TELXXXXX0 for $20USD via email. This was completely unexpected since I was told I wouldn't have to pay a second fee.
• 29th May (15 mins) Called HTC about the second $20 fee email. I was told it was probably a mistake, but the person on the phone couldn't be sure how many times my credit card was charged. Very discouraging.
• Consequently I have discovered that I was only charged once.
• 1st June (10 mins) Called HTC again about the pre-paid label. It still hadn't arrived and I had received no email correspondence about it.
• 2nd June (8 mins) Called HTC again about the pre-paid label. It still hadn't arrived and I had received no email correspondence about it.
• 7th June (30 mins) Called HTC again about the pre-paid label. It still hadn't arrived and I had received no email correspondence about it.
• 8th June (20 mins) Called HTC again about the pre-paid label. It still hadn't arrived and I had received no email correspondence about it.
• 11 June (20 mins) Called HTC again about the pre-paid label. It still hadn't arrived and I had received no email correspondence about it.
• 16th June (32 mins) Called HTC again about the pre-paid label. It still hadn't arrived and I had received no email correspondence about it. I spoke to Samanth on the phone and supervisor Krishana X.
• 22 June (20 mins) Called HTC again about the pre-paid label. It still hadn't arrived and I had received no email correspondence about it. Spoke to Josh who gave me the number for Sprint support (which is irrelevent). Brian X (supervisor) told me that the prepaid label may well be on the way already. But he could not confirm this.
• 23 June (20 mins) Called HTC again about the pre-paid label. It still hadn't arrived and I had received no email correspondence about it. Spoke to Les X. Again spoke to supervisor Krishana X she told me she was working with her special contact at Fedex to get this very special situation fixed. I don't really know why the situation of shipping a phone from one place to another was so special, but she assured me she was onto it.
• 24th June Received email from Krishana X regarding Pre-paid mailing label, saying that the label was sent out to me and should be received within days.
• 30th June Received a filled-in Fedex waybill from HTC. An absolutely standard Fedex waybill with the shipping address filled in and the account number filled in. After two months of waiting for a "pre-paid label" I was sent a stock-standard Fedex waybill which I could have gotten from my stationery cupboard.
• 30th June (7 mins) Called HTC to check the address on the Fedex waybill I was sent (which was different from the address I was sent in the RMA instructions). Tells me that HTC has moved to the new address (4000 Green Briar, Suite 200 Stafford Tx 77477) from their old address. At no point prior to this call I initiated did HTC ever tell me they had moved address.
• 1st July Item shipped back to HTC using Fedex waybill I was sent - tracking number 87XXXXXXXXXX7
• 6th July Phone arrived in USA but was held up by customs because there was no FCC form. The HTC RMA at no point mentioned that I had to provide an FCC form to customs
• 14th July Phone released from customs in USA
• 16th July Phone delivered to HTC by Fedex
• 22nd July (14 mins) Called HTC to check the status of the phone repairs. I was told that the phone "had not been scanned in yet" and that I would be sent an email telling me what the status was within a few days.
• 27th July (29 mins) Called HTC to check the status of the phone repairs. I had received no emails from HTC. Spoke with Eric X (supervisor) and promised he'd walk over and get this done. He said he's part of the new management team, and that things were working much better now than they used to. He still had no idea where my phone was. He told me he'd email me to update me about the status.
• 28th July (12 mins) Called HTC to check the status of the phone repairs. I had received no emails from HTC. I was told supervisors don't come in til 10am and the call centre and supervisors aren't in the same building as the repairs. 10am corresponds to midnight where I'm calling from.
• 30th July (50 mins - midnight til 1am) Called HTC to check the status of the phone repairs. I had received no emails from HTC. Spoke to supervisor Nicole X. I was told there was no way that she could contact the maintenance place by phone, only by email. All she could do was send an email and wait to hear what came back.
• 6th August (60 mins) Called HTC to check the status of the phone repairs. I had received no emails from HTC. Spoke to supervisor Daniella X. She told me that they found my phone and will fix it soon. She said she would send an email update at Tuesday at the latest. She told me that there was no way she could call me back because she wasn't allowed to dial international, and that she could not contact the warehouse directly, and that there was no way that she could promise that anyone would follow up my problem.
• 16th August (35 mins) Called HTC to check the status of the phone repairs. Spoke again to Chad. Then spoke to supervisor Nicole X who told me there was noone more senior in the building yet (it was 10am at the call centre) and that she was the most senior person I could speak to. She said that the phone had not yet been diagnosed but assured me that they had it. She cited the fedex shipment delivery as evidence that they had the phone and could not verify whether anyone at the repair centre had looked at the phone. She told me that someone from management (either Britney X or Brian X) would get back to me in the next day or two about the status of the phone. She said she would send an email to the service centre asking them to send me a new replacement device.
• 17th August. No contact received from HTC. Phone still not fixed or returned. No emails or phone calls received from HTC since 24th June.
• 17th August (35) Called HTC to check the status of the phone repairs. Spoke with Levi. Was put through to supervisor Nicole X. Was put through to the person working on the case - Brian X. Brian told me that their warehouse transition (when they moved from one location to another) caused delays in the repair processes. He says the device was diagnosed yesterday. He will refund the $20 global warranty fee originally paid, send me an email tomorrow with details of that refund and he said the phone will be fixed in two days. He said he will look into getting a new phone sent from somewhere since he doesn't think they have complete phones in stock.
• 18th August. Received email from Brian X stating that the repair centre are still repairing and testing my phone.
• 19th August. Received second email from Brian X detailing the refund of the $20 global warranty fee. Checked bank details later this week and it had indeed been refunded.
• 19th August. Received third email from Brian X stating that the repair is complete and the phone is in testing.
• 20th August. Received tracking number (FedEx 4XXXXXXXXXXX2) in automated email for the return of my phone.
• 23rd August. Received the phone back. I opened the package, switched on the phone and noticed two things:
1. The phone showed identical symptoms to the problem that it was sent in for. It was not fixed!
2. The phone had a sticker on the screen which left sticky residue all over it.
• 23rd August (60 mins) Called HTC about the absolute incompetence they showed in returning the phone a second time unfixed. Spoke to Levi X, who put me through to supervisor Nicole X who again refuses to send me new phone since she says they don't have them. Found out that Krishana X is her boss. Spoke to Brian X who said he will look into the possibility of getting a replacement phone and email me in the next day.
• 25th August (30 mins) Received no email and so called HTC to find out why. Spoke to Michelle and waited on the phone with her while Brian X was coming in to work. Spoke to Brian X who told me he had overlooked sending me an email. He says the problem has been sent over to corporate office to deal with.
• 26th August. Received email from Brian X saying that a replacement phone had been authorised, and it could take a couple of days to find a replacement. He said he would keep me updated via email.
• 1st September (10 mins) Called HTC to find out the status of the replacement phone. Spoke to Chardene X and then was put through to Brian X. He says he sent a request late yesterday to Taiwan and waiting for them to get back to him about the replacement phone.
• 28th September (20 mins) Called HTC to find out the status of the replacement phone. Spoke to April who transferred me to Brian X again. He said he had stopped working on the problem because he thought the corporate office was working on it (I have received no communication from the corporate office). He refued to give me the details of any contact details for the corporate office, because he said that was “innapropriate”. I demaned that Brian get them to contact me directly asap about fixing this situation.
• 5th October (36 mins) Called HTC to find out the status of the replacement phone. I spoke to Cynthia X who told me that Brian X is in a meeting. I was put through to Britney X who is an escalation specialist. She told me she knew nothing about the case and that the details of the replacement phone were not in her system. She said she will get Brian to email me, and she said she tried to get him out of the meeting, but that was “not possible”. I was put through to Krishana X who is Brian's boss. She tells me that I should expect an email by close of business today. She had no further information about the status of my replacement phone.
• 5th October. Received email from Brian X saying that “I can assure you that efforts are still underway to locate a suitable replacement. However, at this time, I have not been provided with any additional information”
you'll get it handled man.
ive been through the exact same bs.
sooner or later, this call centre will get shut down. They were recently switched to, but they will be investigated internally if enough complaints actually get to the HTC HQ
Disgraceful support from HTC. Let us know what they respond with, if they even bother!
Did you actually get a response? I'm currently going through my own dramas with a Touch Pro 2:
http://www.crc.id.au/2010/11/25/htc-when-warranties-go-bad
Here is the rest of the story. Including the happy ending
• 7th October. Received email from Brian X saying that “I am sending this message to ensure that you are kept up to date with the progress of locating a replacement device for you. At this time the delay is due to a lack of appropriate devices which will be able to access your carrier's 3G network on the same frequency bands as your current unit. Again, I can assure you that efforts are still underway to locate a suitable replacement. I will continue to keep you up to date with further information via e-mail, as it becomes available.”
• 22nd October (30 mins) Called HTC to find out the status of the replacement phone. I spoke to Angie X. She told me that Brian X had gone for the day and put me through to supervisor Tania X. She didn't know anything about my case and couldn't tell me when I could expect the replacement to be sent. She said I should call back the next day when Brian and Krishana would be in to talk to them. She told me that the person dealing with my case at corporate headquarters was Jim X.
• 23rd October (60 mins) Called HTC to find out the status of the replacement phone. I spoke to Eric and he told me that Brian X was not available again! He said that he was on another level of the building and could not be contacted by mobile phone. He eventually put me through to Krishana X who said they were still trying to resolve the situation and could not tell me how long it would take to send the replacement phone. She appologised profusely but did not offer anything in the way of a resolution to the problem. She said she would send me an email that I could reply to (not from a bogus address) and would talk to the corporate office and the warehouse to see if they could help resolve the problem.
• 23rd October (15 mins) Called HTC corporate headquarters using the number I found on the website (+1 4258619174) and found the extension of Jim X (who is the head of customer service). I left a message asking him to call or email me back about the situation and explaining all the drama I was going through with the warranty repair centre.
• 26th October. Received an email from Krishana X from the bogus address. The email stated “Per our conversation, we apologize for all the inconvenience you have been caused. We are currently working with our headquarters to resolve your case. We will send you confirmation once complete. You expressed you wanted an email address in which you could converse with us oppose to calling. Please access htc.com/US. Proceed to click on "contact us." You will have the ability to send us email correspondence. Please add your case # XXX to any communication you send.” Again the email address is bogus (from htcamerica.com which is owned by the Hollywood Theatre Company)
• 26th October. I attempted to send a message to HTC using the online web-form and received an automated response. I then later received a human email response telling me that they would forward the message on to Krishana X for me. This email was from a no-reply address.
• 5th November (15 mins). Called Jim X again and left another voice message as before. Still no response.
• 5th November (23 mins). Called HTC warranty repair centre and spoke to Andrea X. She read the notes on the case and told me that Krishana X had sought approval for a replacement phone (again) on the 25th of October. Neither Krishana nor Brian were available to speak to.
• 9th November. I sent another message to HTC using the online web-form and again received an automated response (ticket number XXX).
• 10th November. I received a (partly) human email response to the web-form telling me “We have indeed been working to resolve your case. We will be contacting you soon with results.” which is not very helpful. However this time the email had a link where I could use an online system (contactus.htc.com/wFrmMailLogin.aspx) to respond to them. After nearly 7 months I have finally been given a means to communicate with HTC without having to wait on the phone at midnight.
• 10th November. I replied using the web-based ticket system explaining that I expect more of a response than simply “We have been working to resolve your case”.
• 11th November. I received a response via the web-based ticket system (and a notification email) from Chris telling me that he spoke with Brian X and he assures me that the case has been escalated to corporate headquarters, and that they will be contacting me directly regarding the case.
• 11th November. I responded via the ticket system that I have been told the same thing for 15 weeks about how corporate headquarters were working on it and they still haven't contacted me.
• 12th November. I received a response from Chris via the ticket system telling me that he understands my frustration, and that he has assurances from corporate office that the replacement phone is being sought and that they will contact me.
• 12th November. I responded via the ticket system that I demand to be contacted immediately by the corporate headquarters to get this sorted.
• 13th November. I received a response from Chris via the ticket system telling me that my message will be relayed to corporate headquarters.
• 16th November. I respond via the ticket system with a message addressed to Jim X saying that I demand to be contacted and outlining how many times I have been promised contact from corporate headquarters and received none.
• 17th November. I received a response from Chris via the ticket system telling me that my message will be relayed to corporate headquarters.
• 23rd November (42 mins). Called HTC warranty repair centre and spoke to Nikki. She told me that Brian doesn't come in until 9:30am (which is 1:30am my time). Spoke to supervisor Nicole X again and she said she would speak to him about it again and that I should expect an email.
• 23rd November. Called HTC again, but was told by April X that Brian actually wasn't coming in today and that I should call back again another time.
• 23rd November. Left another message with Jim X at corporate headquarters explaining the situation and giving him my email address and phone number
• 24th November. Recieved an email from a no-reply address from Brian X saying that he has no additional information for me, but that he assures me corporate headquarters are working on it.
• 25th November. Received a very nice and honest email from Jim X using a regular email address that I can reply to. He offers to send me a Nexus One to replace my phone along with a few accessories.
• 25th - 1st December. A few emails back and forth with Jim X about the precise model of phone, shipment and power adapter plugs for the charger. This is the most convenient, direct and useful communication I have had with HTC to date.
• 1st December. I received an email from HTC about the shipment with the Fedex tracking number.
• 6th December. New Nexus One phone delivered, along with desktop dock, car dock and a few different charger plug adapters. Finally, after 7 months to the day, I have a working phone again.
holy ****!
I have been arguing with HTC Singapore, Australia and America for 7 weeks now and I'm starting to wish I had taken more appropriate notes like yours.
Today Mr Fedex turned up with a waybill to ship my Touch Pro 2 back to HTC Singapore (for the second time) for repair. HTC will screw you if you let them.
It took a day or arguing with them to make them honour their warranty statement and get them to pay for shipping to/from the service centre. I've been told that the repair may take 4 weeks when they get the phone (which Mr Fedex says should be tomorrow!).
Thankfully, I manage to get onto the same person at HTC all the time - Francis - which is on the Australian service desk and apparently a supervisor.
My g/f and I have even had arguements with the HTC call centre guys about being put through to Francis for each call. As I am sick of repeating my story every single time, we now ask straight away to be put through to him and refuse to tell the first guys anything - One agent argued with us that he couldn't transfer the call until he knew what it was about - oh boy did my g/f give him an earful
Anyhow - I have enclosed a letter with the phone as follows:
HTC Repair Notes:
THIS UNIT HAS BEEN REPAIRED ONCE BY HTC SINGAPORE. SAME FAULTS EXIST.
My current list of faults on the phone is as follows:
1) USB Port can only be used for charging. No data transfer is possible over the USB port. This is the exact same issue HTC Singapore was supposed to repair.
2) Battery life is awful. Before the fault reoccurred, I would get ~28 hours battery life with usage. Now I am lucky to get 14 hours of standby. I have included the battery for evaluation as there may well be an issue with the battery as well.
3) LED behind the DEL key on the keyboard is stuck at full brightness. This was a new fault after having the phone returned by HTC Singapore.
4) When sending a text message using the keyboard, if I press the End button to return to the HTC sense screen, then close the keyboard straight away, HTC Sense will hang requiring a reboot or reset.
5) The GPS is VERY slow to fix to a position and sometimes cannot get a fix at all. Attached is a picture of my Touch Pro 2 next to a relatives Touch Pro 2. Note that the one on the left has a 7 sat fix, whereas my Touch Pro 2 was unable to get a fix. This photo was taken after leaving both phones side by side for over 20 minutes.
6) The battery will constantly overheat when charging. This is indicated by the notification LED flashing orange and green and the phone stops charging the battery until the phone has cooled down. During this time, the phone feels very warm to the touch.
As this is the second time this phone has been repaired, please PLEASE test it thoroughly before returning it. It would be preferred if a complete new replacement could be sent back instead of this second faulty phone.
Thanks
Click to expand...
Click to collapse
I sympathise, since I would be lost without my phone and I hate the calling process you have to go through to get the simplest of things resolved these days.
However, I do have to ask (whilst hoping your new Nexus has placated you!), why you chose a US service center when the phone was purchased in Europe?
richuu said:
However, I do have to ask (whilst hoping your new Nexus has placated you!), why you chose a US service center when the phone was purchased in Europe?
Click to expand...
Click to collapse
Well basically there are five global warranty centres - UK, US, Taiwan, Hong Kong and Singapore. I decided to use either UK or US to ensure there was no language barrier, and then it was a matter of which time zone matched up better. It appears as though the US has better opening hours (see link below), but actually this is their service hotline, not the warranty centre. So it turns out I ended up calling them after midnight anyway.
If I was going to do it again I would have chosen the UK centre since my model of Hero was sold in the UK, but c'est la vie.
http://www.htc.com/europe/CA_Hotline.aspx?region=GWS
I thought that I'd post a new update...
I got my TP2 back from HTC yesterday. HTC picked it up (well, Fedex did) and I got it back in about a week. This is great service! If only if had happened 7 weeks ago when I first reported the fault....
As this is the second time I've had to send this Touch Pro 2 back, I'm a bit hesitant to say everything is all good - but we'll see if all is ok in time.
*This is just a joke dont take me seriously*
I do find it odd, that all the folks who work at HTC Have the same last name... X, hmmm.
Hi guys,
I need advice for buying from Comet UK the Asus EEE pad.
Now, I am not from UK, and without going into the details, I need it to be delivered to an address between the 1st of June (not earlier!) and the 3rd included (not later!).
If I am not mistaken, it seems that if you buy online you can choose the delivery date even for FREE delivery.
Is this delivery date reliable? can I risk delays or anticipated deliveries?
Many thanks in advance!
If it's in stock it will be delivered when they say it will.
Unless, like me, you live in the Highlands or another outlying area where it could take an extra 24 hours or more from what they state in their order tracking section of their site, you should be OK.
You might be better off ringing Comet and buy over the phone, ask if they can post it by Air Sure service for the date that you require.
Sent from my HTC Desire
i paid the £7.** postage charge to dundee, scotland and got it the day they said (quite early as well) as was delivered via parcel force.
Or you could check the online stock checker and go and pick one up from a local store if they have one in stock. They do a Reserve and Collect service.
I was lucky with mine, I went to a store that had stock so I knew I'd be able to play with a demo unit, but they also had an untouched return they had on clearance for £340, bought it there and then!
Just trying to gauge what sort of a issue UK users are having with Google and getting them to send out a TNT label to send a faulty nexus. After a replacement has arrived.
My story started on the 23 of July. Phoned Google and sorted out a RMA and replacement to be sent to me. I got the replacement on the 24 of July. This is when it started to get a little interesting. In the email from Google it states. Shipping label will be included in the packaging. No label. So phoned Google. They said should be with me in 48hrs. Its now the 4 of august. And no label. Phoned them again and the woman I spoke to was rather snotty with me and told me that she could see on the system that they've told me several times that its on its way. I told her that I was a little worried that my 21 day period is getting shorter and shorter and she would be the same in my position. Having paid 400pound for one working and one faulty nexus!!!
Who else is having a issue?
No shipping label
charliemiddleton said:
Just trying to gauge what sort of a issue UK users are having with Google and getting them to send out a TNT label to send a faulty nexus. After a replacement has arrived.
My story started on the 23 of July. Phoned Google and sorted out a RMA and replacement to be sent to me. I got the replacement on the 24 of July. This is when it started to get a little interesting. In the email from Google it states. Shipping label will be included in the packaging. No label. So phoned Google. They said should be with me in 48hrs. Its now the 4 of august. And no label. Phoned them again and the woman I spoke to was rather snotty with me and told me that she could see on the system that they've told me several times that its on its way. I told her that I was a little worried that my 21 day period is getting shorter and shorter and she would be the same in my position. Having paid 400pound for one working and one faulty nexus!!!
Who else is having a issue?
Click to expand...
Click to collapse
I am in exactly the same position also receiving my replacement on 24th July, received RMA form via email but no shipping label. 6 hone calls to Google after and still no label! I will keep you posted on any developments but Im thinking of getting my credit card company involved at this stage.
So. Just a little update. Have just got off the phone too google support. And it looks like they have finally realised that they have a issue with UK shipping labels. What they are doing is marking accounts that still haven't received the labels and are manually resending them to affected customers. This will then extend the rma period so that you aren't charged for another unit. Had a bit of a giggle with the chap on the phone because google have realised that they will be opening themselves up to litigation for what is their issue with TNT. Not mine.
What I suggest people do. Is phone google support asap. Tell them that your rma is nearing the end and you still haven't got your label.
charliemiddleton said:
So. Just a little update. Have just got off the phone too google support. And it looks like they have finally realised that they have a issue with UK shipping labels. What they are doing is marking accounts that still haven't received the labels and are manually resending them to affected customers. This will then extend the rma period so that you aren't charged for another unit. Had a bit of a giggle with the chap on the phone because google have realised that they will be opening themselves up to litigation for what is their issue with TNT. Not mine.
What I suggest people do. Is phone google support asap. Tell them that your rma is nearing the end and you still haven't got your label.
Click to expand...
Click to collapse
I've just called them and been assured I won't be charged for the two faulty devices I am still waiting to get returns labels for, however they have said they can't manually send me any labels, I still have to wait for TNT.
I'm also awaiting the dispatch of my third Nexus 7 - been waiting for it to be shipped for over a week This is just turning into a farce. All I want is a non-faulty device and to send my faulty two back and I'm being prohibited from having/doing both!
I'll certainly never be buying anything direct from Google ever again!
you might want to check this thread on the General board:
http://forum.xda-developers.com/showthread.php?t=1793703
On December 2nd I purchase MotoCare for my Nexus 6, since then.
December 5th - I put in an RMA for a bad screen and told it would ship in 3 days.
December 9th - I call them having received no info from them or Fedex on a shipment. I am told it will arrive the 12th.
December 12th - I call again as there is no new word, I am told a person will call me back in 24-48 hours. 4hrs later I get a shipment notification, but no one ever called.
December 15th - Phone arrives, it is for AT&T I specified T-Mobile many times.
December 15-16th - Many calls to Moto to get this sorted. I was told it would be 2 weeks to get it shipped due to 0 in stock and then later another rep says they can ship next day due to 500 in stock. Told I would get shipping info and a call back in 24-48 hours. I also had 2 reps hang up on me while I was explaining the story.
None of this happens, I rant in a thread and Moto_Wendy_W helps get the ball rolling, and in under 48 hours I have had a call, and shipment info for a phone 2 days out. Finally.
December 19th, Phone arrives, due to weekend I get returns sent out with Fedex labels provided on the 22nd. Should arrive on the 26th (due to holiday).
January 1st I am notified the devices were never returned and I will be charged. I check with Fedex and they show no delivery after the 26th and no update since. I call Moto and they call Fedex and verify it was returned the 29th, so now I have to watch my card to see if it is charged or not.
During all of this:
December 26th - while Moto Store had stock I ordered a 64GB White for my brother's birthday, Est Delivery the 6th, his birthday is on the 8th. Perfect. Moto charged my card for the full amount that day.
December 28th - Told there is a hold and to call them. The hold is due to "to many recent orders, which is ONLY the Moto Care I ordered on the 2nd of December. It will take 24-48 hours to review.
December 31st I email asking status - Still waiting for decision on it
January 2nd I am told on the phone it was approved and I should get tracking shortly.
January 3rd I am emailed and told that it has been approved but it is out of stock and I have to wait for new stock.
At this point there is no way I will get the device by the 6th, and I have NO idea when they will get more stock and they have had my money since the 26th of December.
Motorola is the WORST company with the WORST support I have EVER dealt with and having worked in IT for over 12 years I have dealt with a LOT of companies.
They NEVER call you back when they say they will, and they NEVER do ANYTHING to actually do their job properly unless someone lights a fire under their ass.
I am done with them as a company. At this point I actually feel pissed that I own one of their products even. I am debating selling the phone i do have for an LG G3. At least LG has never ****ed me over for 30+ days straight.
EDIT: Yesterday I was told that it was just a hold up with Fedex and I would get a call back by 4PM to confirm any updates.
Today after receiving no call back I am told the phone is out of stock with no ETA. I have canceled the order. I will not be buying anymore phones from Motorola after this experience. I am also fighting being charged $530 for an RMA I returned.
? ?
I have seen more complaint about moto customer service than the phone itself. Seems google really dropped the ball on this partnership with a bad company.
Should keep an eye out for sure, seen two incident like this where moto "never receives" the phone and the people got charged anyway! Had to fight with their banks to get it sorted!
My experience with Motorola was very pleasant.
Dec 16th - Advanced RMA Created
Dec 21st - Received Replacement Device
Dec 26th - Return shipped defective unit
Jan 2nd - Signed and Delivered at Motorola
They give you a tracking number on the return label. It's also found if you go to Motorola contact us and put in your RMA #.
I'm sorry, but, I felt the need to jump into this as well...
I purchased a Moto360 from Motorola, and when I received it, it wouldn't charge... so, Motorola sent me the replacement with the prepaid envelope, I shipped the original out 4 days later. Living in Alaska, they only pay for the cheapest/slowest shipping, so, it made it back 2 days after they were expecting it. It took me 6 phone calls, 2 managers, and 3 weeks for them to refund my money they charged me AFTER they sent me the email stating the watch arrived and they had it in their possession. It was, by FAR, the worst experience I've ever dealt with, and a part of me wanted to give up on the Nexus 6 in fear if something went wrong, it'd be a repeat experience.
mgbotoe said:
I have seen more complaint about moto customer service than the phone itself. Seems google really dropped the ball on this partnership with a bad company.
Click to expand...
Click to collapse
Actually Moto Mobility (the Motorola cellphone division) was once a good company that GOOGLE itself acquired and owned. Then they gutted it for the patents corporate raider style and sold it for a loss to Lenovo. Welcome to Lenovo customer service.
Brilliant bit that.
I'm going on two weeks now that they have received my phone waiting on a replacement. I usually do advanced replacement but was told when I setup the RMA that everything shouldn't take more then a week. Now I get the run around that they have no stock and at one point the RMA got closed for some reason.
mgbotoe said:
Seems google really dropped the ball on this partnership with a bad company.
Click to expand...
Click to collapse
Once upon a time, when the Nexus 9 was on the drawing board.....
For me is T-Mobile the WORST CS EVER and plus bought my LG G3 from them by phone and is a PAIN IN THE AZZ to send it back (phone restarts itself) and that people is the HELL in the earth.
Mervingio said:
For me is T-Mobile the WORST CS EVER and plus bought my LG G3 from them by phone and is a PAIN IN THE AZZ to send it back (phone restarts itself) and that people is the HELL in the earth.
Click to expand...
Click to collapse
Go to a store to do your business. You will have a completely different experience
Plus if you buy in store you can exchange in store for defects within 14 days.. None of the calling and shipping and crap
Sent from my Nexus 6 using XDA Free mobile app
clninja said:
Go to a store to do your business. You will have a completely different experience
Sent from my Nexus 6 using XDA Free mobile app
Click to expand...
Click to collapse
Yup I will do it when the G3's get it back!
venturizhou said:
My experience with Motorola was very pleasant.
Dec 16th - Advanced RMA Created
Dec 21st - Received Replacement Device
Dec 26th - Return shipped defective unit
Jan 2nd - Signed and Delivered at Motorola
They give you a tracking number on the return label. It's also found if you go to Motorola contact us and put in your RMA #.
Click to expand...
Click to collapse
There is something seriously wrong with this... I had an RMA since 11/24/14 and just got my replacement on the 12/28/14.
Obviously color/size may be the reason for this. Mine was a 64GB Blue.
https://www.reddit.com/r/nexus6/comments/2psjjg/terrible_motorola_support_possibly_worse_than/
What forum?
Sent from my HTC One_M8 using XDA Free mobile app
joderme said:
There is something seriously wrong with this... I had an RMA since 11/24/14 and just got my replacement on the 12/28/14.
Obviously color/size may be the reason for this. Mine was a 64GB Blue.
https://www.reddit.com/r/nexus6/comments/2psjjg/terrible_motorola_support_possibly_worse_than/
Click to expand...
Click to collapse
Was your replacement brand new? Also are there any issues with it?
OP updated.
PunishedSnake said:
What forum?
Sent from my HTC One_M8 using XDA Free mobile app
Click to expand...
Click to collapse
https://forums.motorola.com
I know it's not extremely wise of me, but the BEST phone experience that I've ever had was when I bought a used Moto X from a guy on Craigslist. I bought it, and took it to the at&t store, and they activated it, no problems whatsoever.
knitler said:
On December 2nd I purchase MotoCare for my Nexus 6, since then.
December 5th - I put in an RMA for a bad screen and told it would ship in 3 days.
December 9th - I call them having received no info from them or Fedex on a shipment. I am told it will arrive the 12th.
December 12th - I call again as there is no new word, I am told a person will call me back in 24-48 hours. 4hrs later I get a shipment notification, but no one ever called.
December 15th - Phone arrives, it is for AT&T I specified T-Mobile many times.
December 15-16th - Many calls to Moto to get this sorted. I was told it would be 2 weeks to get it shipped due to 0 in stock and then later another rep says they can ship next day due to 500 in stock. Told I would get shipping info and a call back in 24-48 hours. I also had 2 reps hang up on me while I was explaining the story.
None of this happens, I rant in a thread and Moto_Wendy_W helps get the ball rolling, and in under 48 hours I have had a call, and shipment info for a phone 2 days out. Finally.
December 19th, Phone arrives, due to weekend I get returns sent out with Fedex labels provided on the 22nd. Should arrive on the 26th (due to holiday).
January 1st I am notified the devices were never returned and I will be charged. I check with Fedex and they show no delivery after the 26th and no update since. I call Moto and they call Fedex and verify it was returned the 29th, so now I have to watch my card to see if it is charged or not.
During all of this:
December 26th - while Moto Store had stock I ordered a 64GB White for my brother's birthday, Est Delivery the 6th, his birthday is on the 8th. Perfect. Moto charged my card for the full amount that day.
December 28th - Told there is a hold and to call them. The hold is due to "to many recent orders, which is ONLY the Moto Care I ordered on the 2nd of December. It will take 24-48 hours to review.
December 31st I email asking status - Still waiting for decision on it
January 2nd I am told on the phone it was approved and I should get tracking shortly.
January 3rd I am emailed and told that it has been approved but it is out of stock and I have to wait for new stock.
At this point there is no way I will get the device by the 6th, and I have NO idea when they will get more stock and they have had my money since the 26th of December.
Motorola is the WORST company with the WORST support I have EVER dealt with and having worked in IT for over 12 years I have dealt with a LOT of companies.
They NEVER call you back when they say they will, and they NEVER do ANYTHING to actually do their job properly unless someone lights a fire under their ass.
I am done with them as a company. At this point I actually feel pissed that I own one of their products even. I am debating selling the phone i do have for an LG G3. At least LG has never ****ed me over for 30+ days straight.
EDIT: Yesterday I was told that it was just a hold up with Fedex and I would get a call back by 4PM to confirm any updates.
Today after receiving no call back I am told the phone is out of stock with no ETA. I have canceled the order. I will not be buying anymore phones from Motorola after this experience. I am also fighting being charged $530 for an RMA I returned.
Click to expand...
Click to collapse
Was your original faulty phone an AT&T phone? I believe they match up the IMEI and send out accordingly. I had a bad AT&T one with the IMEI reflecting such and got a replacement one with the AT&T tramp stamp. I requested a non AT&T one but that did not work. Just curious what your experience was.
Thanks!
No it was not. I bought it at the T-Mobile store in my area.
joderme said:
There is something seriously wrong with this... I had an RMA since 11/24/14 and just got my replacement on the 12/28/14.
Obviously color/size may be the reason for this. Mine was a 64GB Blue.
https://www.reddit.com/r/nexus6/comments/2psjjg/terrible_motorola_support_possibly_worse_than/
Click to expand...
Click to collapse
I believe that color and capacity do play a factor because mine was 32GB CW.
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
Click to expand...
Click to collapse
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
Click to expand...
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.
Click to expand...
Click to collapse
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...