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Hi all. So I bought my Nexus One near the end of June, but shortly after that, I decided to return the phone to get a refund as it's defective. I called them and they sent me a shipping label, but at that time I was not in town so I wasn't able to ship the phone back with the first shipping label. Then I called them, they sent me another one and this time I sent it back( bought another used one afterward).
It has been more than 1 month since I sent my phone back to HTC. But I still haven't received any refund, nor have they contacted me. So I've been calling them for more than 2 weeks, inquiring this issue and it has been escalated 3 times already to their escalation department. The representatives told me they were still waiting for the respond from them. But so far I still haven't got any respond from them after the 2 weeks.
Since it has been too long to a ridiculous level, I'm thinking to contact my bank to initiate a chargeback. Any suggestions, guys?
Charge back isn't a bad idea. My experience with the escalation department is that they are slow and always require at least 2 additional calls.
Sent from my Nexus One using XDA App
hbkmog said:
Hi all. So I bought my Nexus One near the end of June, but shortly after that, I decided to return the phone to get a refund as it's defective. I called them and they sent me a shipping label, but at that time I was not in town so I wasn't able to ship the phone back with the first shipping label. Then I called them, they sent me another one and this time I sent it back( bought another used one afterward).
It has been more than 1 month since I sent my phone back to HTC. But I still haven't received any refund, nor have they contacted me. So I've been calling them for more than 2 weeks, inquiring this issue and it has been escalated 3 times already to their escalation department. The representatives told me they were still waiting for the respond from them. But so far I still haven't got any respond from them after the 2 weeks.
Since it has been too long to a ridiculous level, I'm thinking to contact my bank to initiate a chargeback. Any suggestions, guys?
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Click to collapse
HTC's customer service is nice, but their warehouse is horrible.
Next time you call them, ask to speak to a supervisor directly. Make sure you let him/her contact you frequently about your issue, and make sure you write down his/her name for future reference.
Yeah, I have been contacting them for more than 2 weeks. Actually it's the 3rd time they report to the escalation center. I'm very unhappy with their lousy effeciency. Reps are nice and kind, but there's nothing they can do. And they don't have a number or email so that I can't contact the repair/refund/warehouse directly.
So far since I returned my phone in mid July, I still haven't got my $600 back.
Keeps calling, keeps escalating, keep bugging them if you can wait. If you can't wait, need the money or have just had enough initiate a chargeback and forget about it.
Ugh, good luck. As a CSR with a completely different company that works with electronics, it always seems as warehouses are as slow as molasses. I agree with kam187. Do what you need to do man.
Chargeback. This is why it exists.
Okay. I will call them tomorrow for the last time. If they still can't get things right. I will start the chargeback process. I've never done it before, so hopefully it will go smoothly.
Hello everyone,
I want to share with you my worse-than-a-nightmare experience regarding the HTC support.
My current ticket number is 10USD420004057 in case someone from HTC actually bothers to read this.
I bought my Nexus One the day it was launched, making great efforts to ship it from the US to my country. Then it accumulated a lot of dust under screen and I have decided to let HTC take care of this problem under warranty. I have arranged a phone swap and they sent me a replacement phone. The replacement was basically in "ran by a truck" condition: scratches everywhere, the rear cover would not fit properly ! I have then decided to send the replacement back and send my own phone for repair.
After they finally repaired my phone (about one month later !) they sent it to a wrong address. It was lost. But this is not all ! My previously opened support tickets were changed from my name to another name and there was basically no evidence that I sent my phone to them ! Luckily I had the email notifications from those tickets and also the Google Checkout invoice and I sent them to HTC. Then they said they figured out the problem and they would send a replacement phone over to me. To get to this point, I called every 2-3 days for about a month !
Since then, I keep calling every 2-3 days and also sending emails to them after each call. Every time I call they say "there are no updates". This is happening for over a month !
So my phone is forever lost at HTC and they don't want to send me my phone or another phone back. From the 10 months since I had my Nexus One, it has spent 3 months at HTC before finally being lost.
So I have spent $530 + tax + shipping only to have HTC withold my phone forever.
Right now I am saving money for a Samsung Nexus S but I will still keep calling them every 2-3 days until maybe someone from HTC solves the problem.
This was my nighmare with HTC. My advice to you is DO NOT buy HTC phones ever ! If you ever have a problem with your phone, you're screwed.
PS: when I traveled to the US last year, a friend of mine entered an Apple store with his defective capacitive touchscreen on his first-generation iPhone. They gave him a new iPhone on the spot, in 10 minutes.
Sorry to hear about you're situation mate, sadly things like that can happen. Luckily i've had good experiences, sometimes mentioning legal action can motivate people to send equipment via special delivery
My work gave me a galaxy s which I am loving, shame its got no flash but im looking forward to the nexus s
Sent from my EVO using XDA App
I would contact my credit card issuer, personally.
oh man,this is phucked
that's a horrible situation, but it's believable. I've also heard about the replacement service with Apple. How awesome would that be?!?
On a different note, I'm going to laugh if they release a phone with 2.3 on it, before pushing an OTA to the Nexus One. hahaha
Happened to me, and possibly many other users. Their warehouse is so incompetent that it is not even surprising to hear something like this.
The way I got my phone back: talk to the floor supervisor immediately after the phone call is connected. Then threaten him/her that I'm writing to the newspaper/local stations.
After maybe a month or two, you should have someone contacting you. It took me 5 weeks of doing that, every day.
Contact your credit card company and initiate a chargeback for non delivery. Explain the details of the situation and be sure to explain the length of time its been, and the constant promises of rectification; and specificlly that they have never called you back to let you know whats happening.
If they agree the chargeback, then put a list of the events that have happened, and the people you've spoken to and email a copy with a complaint to the CEO of HTC, and whoever used to be responsible at google for the sale of nexus's just for good measure
comments like 'ill never buy a HTC again' arent that effective in complaint letters, use commnets like 'I appreciate in a large organisation errors can occur and are not always spotted, but i am astonished that once it was brought to your attention your company was incapable of dealing with the situation.'. You can also mention writing to the local press, and wether they would like to be quoted on a response.
Humiliation usually works
You never know your chargeback might go through and they might send u a nexus as a good will gesture.
OP- "After they finally repaired my phone (about one month later !) they sent it to a wrong address. It was lost"
That could easily have been the FedEx delivery man's fault instead of HTC. You need to get a FedEx tracking # from HTC and see the address on it to find out if HTC messed up writing the address or if the FedEx driver messed up delivering it.
I used to work at FedEx and knew of a courier that, eventually, got fired because he knew which boxes were iPhones, not deliver them, but say he did in the computer system, and sell them on craigslist.
does this apply for swap replacements? I went with the swap method, where they place a hold on my credit card. i really need the phone asap. What do you guys think, could they screw me up over? say they never received the package when i send it or what not? i would hate to have a wasted 530 on my credit card statement..
i just realized, if you do the swap method, what happens when they receive your phone they decide its not covered under warranty. do they ask for you to mail back their phone or do they say "eff u. u got a new phone, we're gonna keep your old one and charge you that 530 and tax"
i really hope its not the latter. if its out of the warranty, i rather them ask me to send the phone back and get my messed up one back.
im also getting a warranty swap. phones having some trouble reading a sim.
i've been googling and alot of people seem to have some issues with warranty replacement. some say the phones they receive are in worse condition than their old ones. that its has scratches all over the place. this def does not make me feel good. worse cause the cs lady assured me i wont be able to tell the difference between a new phone. lets hope thats true..
HTC Support was great for me!
I sent my nexus one in last thursday to have the power button repaired, they got it the next day and sent me an email that it was being repaired. This Tuesday I checked the repair site and it said it was repaired, I received it the same day, 5 DAYS, Awesome, I thought. Seems they replaced everything except the mother/logic board. My old screen let dust in between screens, had several dings in casing and digitizer was loose. It came back perfect in less than a week, hope you case turns out ok. I have only good things to say about them so far. And all this was at no cost on a phone i bought used.
I had horrible htc experience myself. They also lost my return phone, after 100 phone calls and few weeks later they found it. bunch of idiots over there.
did they apologize and try to make it up to you?
did you do a swap or a repair? i dont understand how a multimillion dollar corporation would be this disorganized..
Just another reason to avoid HTC for the time being. Sorry for your troubles. I hope they send you your N1 back or what you paid for it.
My phone kept rebooting every few seconds so I sent it in. They sent it back and it had the same problem. So I sent it in again. They sent it back a second time with the same problem. I called support again and they asked if I wanted to send it in again to see if they can fix it. I opted for a swap and got a different phone.
Im sorry ur having troubles at htc that does suck but ur glad the next nexus is made by samsung? Not tryin to be a **** but wtf are u smokin? That phone looks like a shiney turd an samsung phones are cheap pieces of ****. Im sorry but samsung doesnt deserve to use the nexus name that belongs to HTC who makes the best phones whether u like them or not.
worker1 said:
My phone kept rebooting every few seconds so I sent it in. They sent it back and it had the same problem. So I sent it in again. They sent it back a second time with the same problem. I called support again and they asked if I wanted to send it in again to see if they can fix it. I opted for a swap and got a different phone.
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This is what I am worried about. I opted to not have a swap sent to me on the off-chance that HTC pulls a "your bootloader is unlocked so we are keeping your 530 bucks" or a sneaky "this is not covered by warranty" trick.
If my phone comes back and still reboots randomly, I am going to call back, opt for a swap and assume that since the first time it was covered by warranty, it should be covered again for the exact same problem (hoping logic is not lost on HTC).
I wish they sent a shipping number when the phone was done. It has been sitting as "repaired" for a couple days now.
I called HTC and told them my phone was randomly rebooting. They sent me an email while on the call with a prepaid fedex label and gave me my ticket number. I mailed it out the next day using the printed prepaid label. I got an email next day that they received my phone. 3 days later I got an email saying the phone was repairs under warranty at no cost and was shipped back. 2 days later the phone was in my hands no issue. Took about 5 days or so but 2 of those were non business days. So I have to say, no arguments about HTC at all here
All is well here...got it today. Relocked bootloader too.
Sent from my Nexus One using XDA App
Someone had mentioned in another thread that they heard there were multiple people on this forum with the same issue as me. I tried the search function but wasn't able to figure out who else had this happen =/. I've seen the same thing happen during the Nexus 7 launch.
Basically I ordered two 16gb devices during the second order date, but when I received it I noticed they were both only 8gb . The IMEI # on my receipt (indicating 16gb) matches that on the box (indicating 8gb). I powered on one of them and I confirmed it was indeed it was 8gb. I contacted google, who basically said I will need to wait 6 weeks if I want the 16gb...
If this happened to you, how was it resolved? What else can I do in my situation?
But what did google say to the issue of ordering the 16 and getting an 8 instead? Telling you that if you want a 16 you'll have to wait 6 weeks does not address your issue. Did they refund you and or charge you for an 8 instead? Did they say they would send you an 8 instead of what you ordered?
If not, I would demand they send you what you ordered. Especially if they pulled a switch onu with authorization.
I don't see why u have to wait 6 weeks for their f.... Up mistake. They have tons stock for defect replacement call them and demand it
Sent from my Nexus 4 using xda premium
clockcycle said:
But what did google say to the issue of ordering the 16 and getting an 8 instead? Telling you that if you want a 16 you'll have to wait 6 weeks does not address your issue. Did they refund you and or charge you for an 8 instead? Did they say they would send you an 8 instead of what you ordered?
If not, I would demand they send you what you ordered. Especially if they pulled a switch onu with authorization.
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Well of course they apologized for the error, which doesn't exactly solve anything -__-. At first I was told I would need to ship both phones back and they will process the refunds and then I can go through the reorder process again. I claimed that it was unreasonable I have to go to the end of the line and wouldn't have a phone to use. So they said I can keep using it for now.
I was sent a shipping label and told, "I was told that the estimated return time is up to 6 weeks. Please let me know if you would like to keep the device--return the device for the correct device----or--get a refund." What's the best option for me? I wonder if they will send me the devices first, because I'm afraid if I ship it back they might end up issuing me a refund and no device... or make me wait 6 weeks!
CoCoGirl886 said:
Well of course they apologized for the error, which doesn't exactly solve anything -__-. At first I was told I would need to ship both phones back and they will process the refunds and then I can go through the reorder process again. I claimed that it was unreasonable I have to go to the end of the line and wouldn't have a phone to use. So they said I can keep using it for now.
I was sent a shipping label and told, "I was told that the estimated return time is up to 6 weeks. Please let me know if you would like to keep the device--return the device for the correct device----or--get a refund." What's the best option for me? I wonder if they will send me the devices first, because I'm afraid if I ship it back they might end up issuing me a refund and no device... or make me wait 6 weeks!
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ask them if you can keep devices until they send the 16gb ones.
This is the second thread I've seen where this happened, as usual google customer service is useless.
First, make sure the serial numbers on the receipt match the devices. If they do, call up, say you have rattling and speaker buzz in both units (and you probably do!!).
Request an RMA for both devices. They have stock set aside just for defects/RMAs.
Once you receive the replacements, make sure both are 16GBs then ship then back.
Google shouldn't make you wait 6+ weeks for their fvck up when they have replacement stock sitting right there!
Sent from my Nexus 4
FallN said:
First, make sure the serial numbers on the receipt match the devices. If they do, call up, say you have rattling and speaker buzz in both units (and you probably do!!).
Request an RMA for both devices. They have stock set aside just for defects/RMAs.
Once you receive the replacements, make sure both are 16GBs then ship then back.
Google shouldn't make you wait 6+ weeks for their fvck up when they have replacement stock sitting right there!
Sent from my Nexus 4
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The RMA stock is on a 5-6 week back order they are out of RMA stock.
Sent from my Nexus 4 using Tapatalk 2
Jefferyrbrown1983 said:
The RMA stock is on a 5-6 week back order they are out of RMA stock.
Sent from my Nexus 4 using Tapatalk 2
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Wouldn't be surprised. I see a lot of threads of users exchanging their devices because of their own fault and the silliest things that don't need to be rma in the first place
Sent from my Nexus 4 using xda premium
I just called Google and requested an RMA because of a faulty mic. If you are with in your 15 day return period, you can do this.
They said I would get my replacement with in 3-5 days, and they emailed me a return label before I hung up. Told me to send back my phone once I get the replacement. Once I get the replacement, I have 21 days to send them back the bad one.
clockcycle said:
I just called Google and requested an RMA because of a faulty mic. If you are with in your 15 day return period, you can do this.
They said I would get my replacement with in 3-5 days, and they emailed me a return label before I hung up. Told me to send back my phone once I get the replacement. Once I get the replacement, I have 21 days to send them back the bad one.
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You might be waiting a while a very good friend of mine dirtyhamster has been waiting for 2 weeks and still doesn't have it. She was recently told all Rma's are on bo. But then just yesterday another pre-auth hit her card so maybe they got more RMA stock. Good lunch and I hope u get it sooner than later. BTW there is a RMA thread where u can probably get better info than with me.
Sent from my Nexus 4 using Tapatalk 2
Guys I had gotten my gf a nexus 7 for christmas. The battery icon now reports 0% battery but the tablet still works. Tried everything to fix it. Anyhow, she contacted Asus 2 weeks ago and they were suppose to send her another tablet. Two weeks later, no tablet. On the phone with them now and the guy is saying she needs to send her tablet to Asus and pay for shipping. Has anyone heard of this? This is ridiculous. Why should she have to pay for shipping for a faulty tablet on their part. In my experience, you get the new device, than send in the old one. Just curious for anyone who has dealt with Asus customer service and if this is the truth or not. thanks guys.
It's not the same as a phone company. Hell shipping should only be like $6. It's doesn't weigh much. They aren't going to send you a prepaid box and stuff is what I'm trying to say.
Sent from my personally built from source CM10.1 N7.
disconnecktie said:
It's not the same as a phone company. Hell shipping should only be like $6. It's doesn't weigh much. They aren't going to send you a prepaid box and stuff is what I'm trying to say.
Sent from my personally built from source CM10.1 N7.
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Maybe that's just what I'm use to. I just figured like the first guy she had spoken to, said they were going to send out a new tablet. Then ship the old one back in the box the new one came in.
That is standard shipping procedure for RMAs.
If the tablet was purchased around Christmas time, and you guys called in 2 weeks ago, I'm not sure they would offer a straight replacement like that. We can only do a replacement if the issue was reported within 30 days of the original purchase - much like a store's return policy. Anything after 30 days will have to be serviced only. There are special exceptions, though, and this might be one of them for all I know.
When an RMA is made, its creator (the phone rep) is supposed to e-mail the customer RMA instructions. Inside the e-mail will be an address where to ship the defective unit to as well as other instructions. If you have not received this e-mail yet, let me know and I'll see if I can get it sent out to you.
Feel free to e-mail me at [email protected] if you have any questions.
I have been following all the heart ack involved with 6p turning off and boot looping. i was lucky i purchased my 129 gig from a friend who purchased new on play store 11/16. june, 2016 i got a free replacement from google has i had a series of issues that could be fixed.
i have called both huawei and google--both will process return
huawei with a 5 day turn around time ie i have no use of a 6p for 5+ days. i have an old back-up which i don't like, but can survive if necessary
-i have read on this board that huawei replaces a mother board and provides a new battery
google will send me a 128 gig 6p, and i have a week to return my troubled 6p a no=brainer or maybe not??????????
-there have been postings here that memebers have received malfunctions replacement phones from google
-read postinga that 128gig phones did not sell well and frequenrly new 6p's are sent
-if google not repairing the mother board, is that a great reason to return through huawei???
any thoughts. i realize that many intelligent people have different opinions as to whether the issues are hard ware or software based?
bob in miami who loves his 6p when it works well. there really is not another phone out there i prefer. i am with verizon because of the coverage. otherwise i hate V with a passion. i do not want to be locked to verizon
Hey Bob in Miami; I went with Huawei. I spoke to them on a Sat., they required pictures of all 6 sides of the phone. Then I called them, they checked the pics and told me within 24 hours they will send me via email a return postage label. That came on Monday morning. I formatted my phone, didn't want the slim possibility of anyone getting my data, wrapped it up and dropped it off at UPS on a Tuesday. Of course I got a receipt. My service center was in Texas. I got a notice they got it on Wednesday and received an email Monday telling me they are going to replace it. You have to be home to sign for it, UPS came Wednesday. Like I said elsewhere, mine was a 10/10 and this was about a 9/10. I did get back a 128gb instead of the 32gb I sent them. Time will tell the condition of the new/old phone, but I was OK with the process from Huawei.
Good luck.
Go with huawei, they used UPS overnight shipping for both outgoing and incoming service.
Gang i am most concerned about the quality of the repair or replacement device.
H--do they replace the motherboard?
G--seems to be shipping some quality replacements and some non-quality replacements.
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shipping: google is far superior for me. they send me the replacemnt and i have a full week to return my old phone.
this means i am never without a nexus 6p. google pays all shipping expense
I spent the extra 80 on the replacement plan after three months I had to use it I did my claim and they sent me one before I had to send one. Looked brand new even had to do all the updates
Sent from my Nexus 6P using Tapatalk
Google seemed faster. Huawei wanted me to ship for repair then send back..... I think.
Google just sends you one and requires your old to be returned in the mail
Looking to return my device as it is having the battery issue and the screen is separating from bottom of the chassis. I have Nexus Protect, what do you guys think would be the best route? Also, have any of you had a hold put on their bank account while the return process is active?
Does Hauwei actually replace the motherboard or just send a refurb like google?
to the poster above: save your $79 and let google send you a refurb at no cost. battery issues permit out of warrantee replacement with zero cost.
bob52r said:
Does Hauwei actually replace the motherboard or just send a refurb like google?
to the poster above: save your $79 and let google send you a refurb at no cost. battery issues permit out of warrantee replacement with zero cost.
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Huawei replaced with my motherboard, and with 128GB one instead of 64GB I got originally.
did they replace the mother board or give you a different phone? how do you know?
yangqi said:
Huawei replaced with my motherboard, and with 128GB one instead of 64GB I got originally.
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Same here. And they did it in 1 week.
kenhicg said:
Same here. And they did it in 1 week.
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They gave you the 128?
galaxys said:
They gave you the 128?
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Yes
Sent from my Nexus 6P using Tapatalk