Related
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?
Click to expand...
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.
Click to expand...
Click to collapse
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
Like a lot of people here, I sent my phone in directly by calling Samsung, I sent mine in on the 21st, so Im anticipating at least one more week. Also, does anyone know how to find out updates on the repair? All I got was a UPS tracking number which tells me the package arrived on the 22nd. Other than that, I have no idea whats happening with my phone right now.
I have two nexus 6ps, and one has been mostly flawless. My husband's, on the other hand, stopped turning on/charging one day out of the blue. He'd only had it 7 months? Didn't drop it, didn't get it wet. Can't get it into recovery, or anything. So called Huawei support. This was March 6th. They requested photos, and once they got them, they said they'd ship out a shipping label. I sent the photos like they asked, and called them back an hour later, to confirm they'd received them, and that it was covered under warranty. Once I got them on the phone, they confirmed the device would be covered, and verified my email and shipping address, and said they'd send out a shipping label "tomorrow". Tomorrow came and went, as did the next day, and the next. I should have called them back straightaway, but I thought maybe they were running behind. Finally March 15th, I called them. They looked up my info, and asked me a few questions: "Has it been dropped?, Did it get wet?" (These were the same questions they asked me when I sent them the photos.) Somehow they hadn't checked ALL the boxes to allow my shipping label to be sent. So the 16th, I finally get it. Send it out that day. Wait. They said 10 business days for it to get fixed.
I called them back today. Waited on hold for an hour. Finally got ahold of someone. All he could tell me is that it'd been received (Thanks, but I got that email...I want to know when I get it back!). I then requested a manager. He was very polite, but all he could tell me was there were more problems than anticipated with the 6p and it was taking longer than normal to get them returned. This doesn't help me. By now my husband has been on his old samsung galaxy s4 for over a month. And still no estimate on when the 6p will be returned. I told them I didn't pay $XXX hundred dollars to not have a phone, and this was greatly discouraging my interest in using them as a phone provider in the future. Anyone know any way to speed up the process? I thought I'd ended all my phone problems when I swore I'd never touch another one plus one again.
radi0chik said:
I have two nexus 6ps, and one has been mostly flawless. My husband's, on the other hand, stopped turning on/charging one day out of the blue. He'd only had it 7 months? Didn't drop it, didn't get it wet. Can't get it into recovery, or anything. So called Huawei support. This was March 6th. They requested photos, and once they got them, they said they'd ship out a shipping label. I sent the photos like they asked, and called them back an hour later, to confirm they'd received them, and that it was covered under warranty. Once I got them on the phone, they confirmed the device would be covered, and verified my email and shipping address, and said they'd send out a shipping label "tomorrow". Tomorrow came and went, as did the next day, and the next. I should have called them back straightaway, but I thought maybe they were running behind. Finally March 15th, I called them. They looked up my info, and asked me a few questions: "Has it been dropped?, Did it get wet?" (These were the same questions they asked me when I sent them the photos.) Somehow they hadn't checked ALL the boxes to allow my shipping label to be sent. So the 16th, I finally get it. Send it out that day. Wait. They said 10 business days for it to get fixed.
I called them back today. Waited on hold for an hour. Finally got ahold of someone. All he could tell me is that it'd been received (Thanks, but I got that email...I want to know when I get it back!). I then requested a manager. He was very polite, but all he could tell me was there were more problems than anticipated with the 6p and it was taking longer than normal to get them returned. This doesn't help me. By now my husband has been on his old samsung galaxy s4 for over a month. And still no estimate on when the 6p will be returned. I told them I didn't pay $XXX hundred dollars to not have a phone, and this was greatly discouraging my interest in using them as a phone provider in the future. Anyone know any way to speed up the process? I thought I'd ended all my phone problems when I swore I'd never touch another one plus one again.
Click to expand...
Click to collapse
Hello...
They Huawei has a lot of issues with the N6P lately.
Phones having degraded batteries, phone Entering bootloop with no fix. Every week, there are more and more people coming on XDA with those issues.
I can imagine the rest of the world, basic consumers who don't know tech websites also have the same issues. Huawei certainly can't keep up with so much phones/motherboard/battery replacement and i guess they don't have much stock at the moment. Some with 32GB version even got 64GB or 128GB versions back...
I don't know a way to speed up the process unfortunately. Hoping you'll get your husband's device back asap.
Cheers...
5.1 said:
Hello...
They Huawei has a lot of issues with the N6P lately.
Phones having degraded batteries, phone Entering bootloop with no fix. Every week, there are more and more people coming on XDA with those issues.
I can imagine the rest of the world, basic consumers who don't know tech websites also have the same issues. Huawei certainly can't keep up with so much phones/motherboard/battery replacement and i guess they don't have much stock at the moment. Some with 32GB version even got 64GB or 128GB versions back...
I don't know a way to speed up the process unfortunately. Hoping you'll get your husband's device back asap.
Cheers...
Click to expand...
Click to collapse
Thanks for the reply!
Sounds like I should just break down and buy something else for him and even if/when I get this one back, just sell it ASAP! Ugh.
radi0chik said:
Thanks for the reply!
Sounds like I should just break down and buy something else for him and even if/when I get this one back, just sell it ASAP! Ugh.
Click to expand...
Click to collapse
Not trying to scare you by the way... :angel:
This phone is really great. It's just sad how they handle the issue. No proper explanation on the origin of the problem. People having a 1 year warranty see their device dead after 12 to 15 months and can't do anything...
Huawei Google made some exceptions for those whom their warranty ended, but others have to pay for battery/motherboard replacement and that's just a shame. When they clearly know the device will fail anyway...
I was one of the folks with the one plus one that got in the "bad batch of touchscreens" and I had similar problems getting it fixed. Maybe I'm just not meant to have smartphones.
This is very unfortunate, however I don't think there is much that you can do to speed the process up. Huawei made a great phone with the 6p, however their direct customer support has been lack luster at best. I wouldn't hesitate to buy another Huawei device, however I would not purchase it directly from them. I bought my 6p from Google and they have had very great support for the product, even replacing the device when it was 6 months out of warranty as I was having battery issues. So my advice would be to purchase from Google the next time as manufactures aren't really geared toward customer service. I hope that you get your device back very soon.
tommyg562000 said:
This is very unfortunate, however I don't think there is much that you can do to speed the process up. Huawei made a great phone with the 6p, however their direct customer support has been lack luster at best. I wouldn't hesitate to buy another Huawei device, however I would not purchase it directly from them. I bought my 6p from Google and they have had very great support for the product, even replacing the device when it was 6 months out of warranty as I was having battery issues. So my advice would be to purchase from Google the next time as manufactures aren't really geared toward customer service. I hope that you get your device back very soon.
Click to expand...
Click to collapse
Google has been great on support and very lenient on granting returns from the beginning throughout the Nexus line, but I'm pretty sure you won't be buying another Huawei phone through Google. With the finger-pointing both ways on the 6P, I think they are done.
I feel your pain
radi0chik said:
I have two nexus 6ps, and one has been mostly flawless. My husband's, on the other hand, stopped turning on/charging one day out of the blue. He'd only had it 7 months? Didn't drop it, didn't get it wet. Can't get it into recovery, or anything. So called Huawei support. This was March 6th. They requested photos, and once they got them, they said they'd ship out a shipping label. I sent the photos like they asked, and called them back an hour later, to confirm they'd received them, and that it was covered under warranty. Once I got them on the phone, they confirmed the device would be covered, and verified my email and shipping address, and said they'd send out a shipping label "tomorrow". Tomorrow came and went, as did the next day, and the next. I should have called them back straightaway, but I thought maybe they were running behind. Finally March 15th, I called them. They looked up my info, and asked me a few questions: "Has it been dropped?, Did it get wet?" (These were the same questions they asked me when I sent them the photos.) Somehow they hadn't checked ALL the boxes to allow my shipping label to be sent. So the 16th, I finally get it. Send it out that day. Wait. They said 10 business days for it to get fixed.
I called them back today. Waited on hold for an hour. Finally got ahold of someone. All he could tell me is that it'd been received (Thanks, but I got that email...I want to know when I get it back!). I then requested a manager. He was very polite, but all he could tell me was there were more problems than anticipated with the 6p and it was taking longer than normal to get them returned. This doesn't help me. By now my husband has been on his old samsung galaxy s4 for over a month. And still no estimate on when the 6p will be returned. I told them I didn't pay $XXX hundred dollars to not have a phone, and this was greatly discouraging my interest in using them as a phone provider in the future. Anyone know any way to speed up the process? I thought I'd ended all my phone problems when I swore I'd never touch another one plus one again.
Click to expand...
Click to collapse
Yep, my 6p- Aluminum 32GB phone had the problem. Same issue plaguing others too, infinite bootloop. Android Recovery Mode doesn't fix it, nothing does.
I sent it to Huawei on 3/10/17 and its now 4/14/17 and they still haven't given me back the phone. The message they give me is "the phone is fixed and is just waiting to be shipped"..... yeah sure I have been told this 4 time since 3/24/17, an ETA please? No, no ETA. You start to get suspicious the second time around and downright furious on the 3rd......and 4th time 21 FREAKING DAYS LATER. Had it escalated today 4/14/17. Hoping for the best :silly:yeah no I'm not. Lawsuit time?
stealthraven5 said:
Yep, my 6p- Aluminum 32GB phone had the problem. Same issue plaguing others too, infinite bootloop. Android Recovery Mode doesn't fix it, nothing does.
I sent it to Huawei on 3/10/17 and its now 4/14/17 and they still haven't given me back the phone. The message they give me is "the phone is fixed and is just waiting to be shipped"..... yeah sure I have been told this 4 time since 3/24/17, an ETA please? No, no ETA. You start to get suspicious the second time around and downright furious on the 3rd......and 4th time 21 FREAKING DAYS LATER. Had it escalated today 4/14/17. Hoping for the best :silly:yeah no I'm not. Lawsuit time?
Click to expand...
Click to collapse
That doesn't sound promising They CLAIMED they shipped the phones out overnight, once they were fixed. Yeah I'd be livid. I'm sorry, let me know if you ever get it? *sigh*
anyone know how I can relock the bootloader so i can send it my in for RMA - using toolkit but it bootloops on me
r29 said:
anyone know how I can relock the bootloader so i can send it my in for RMA - using toolkit but it bootloops on me
Click to expand...
Click to collapse
Hello,
Does it even bootloop while in bootloader? I thought bootloop happens when trying to reboot to system or recovery?!
Also, why using a toolkit to lock your bootloader?
Boot to bootloader and "simply" issue:
fastboot flashing lock
In a command prompt...
Good luck...
5.1 said:
Hello,
Does it even bootloop while in bootloader? I thought bootloop happens when trying to reboot to system or recovery?!
Also, why using a toolkit to lock your bootloader?
Boot to bootloader and "simply" issue:
fastboot flashing lock
In a command prompt...
Good luck...
Click to expand...
Click to collapse
Got it to work. didnt have the latest adb tools.
Same boat
I'm kinda in the same boat, I sent in my 6p for repair, got an email this Monday telling me that they received the phone and would let me know if it was under warranty and if it would be repaired, if it couldnt they would let me know. The very next day I get my phone back and they just threw it in a half empty box with 1 little piece of bubble wrap and it was not repaired. There was no paperwork as to why it was returned not repaired and when I called Huawai they had no idea why it was returned. All they told me was that they would escalate it to a supervisor. So far I have not heard anything. I will not quit until I get a replacement device.
radi0chik said:
I have two nexus 6ps, and one has been mostly flawless. My husband's, on the other hand, stopped turning on/charging one day out of the blue. He'd only had it 7 months? Didn't drop it, didn't get it wet. Can't get it into recovery, or anything. So called Huawei support. This was March 6th. They requested photos, and once they got them, they said they'd ship out a shipping label. I sent the photos like they asked, and called them back an hour later, to confirm they'd received them, and that it was covered under warranty. Once I got them on the phone, they confirmed the device would be covered, and verified my email and shipping address, and said they'd send out a shipping label "tomorrow". Tomorrow came and went, as did the next day, and the next. I should have called them back straightaway, but I thought maybe they were running behind. Finally March 15th, I called them. They looked up my info, and asked me a few questions: "Has it been dropped?, Did it get wet?" (These were the same questions they asked me when I sent them the photos.) Somehow they hadn't checked ALL the boxes to allow my shipping label to be sent. So the 16th, I finally get it. Send it out that day. Wait. They said 10 business days for it to get fixed.
I called them back today. Waited on hold for an hour. Finally got ahold of someone. All he could tell me is that it'd been received (Thanks, but I got that email...I want to know when I get it back!). I then requested a manager. He was very polite, but all he could tell me was there were more problems than anticipated with the 6p and it was taking longer than normal to get them returned. This doesn't help me. By now my husband has been on his old samsung galaxy s4 for over a month. And still no estimate on when the 6p will be returned. I told them I didn't pay $XXX hundred dollars to not have a phone, and this was greatly discouraging my interest in using them as a phone provider in the future. Anyone know any way to speed up the process? I thought I'd ended all my phone problems when I swore I'd never touch another one plus one again.
Click to expand...
Click to collapse
glserr said:
I'm kinda in the same boat, I sent in my 6p for repair, got an email this Monday telling me that they received the phone and would let me know if it was under warranty and if it would be repaired, if it couldnt they would let me know. The very next day I get my phone back and they just threw it in a half empty box with 1 little piece of bubble wrap and it was not repaired. There was no paperwork as to why it was returned not repaired and when I called Huawai they had no idea why it was returned. All they told me was that they would escalate it to a supervisor. So far I have not heard anything. I will not quit until I get a replacement device.
Click to expand...
Click to collapse
oh hell. Sounds like I'll be lucky if I ever see it again. Geez. NOT a good reputation these Huawei people have.
I sent mine out March 26th and I'm in the same boat as everyone. They will not give you an update on the phone. Been about a month now. Tried heckling with Google to no avail. Ended up buying the s8+ bc I couldn't wait any longer. I also emailed the lawyers who are doing the class action lawsuits in hopes I can add my name to that list. We will see what happens
Has anyone been able to start a return with support?
I have called the number they gave to use for returning but it only lets you leave a message. I have left a message on Friday and have not heard anything back. I have tried submitting a chat requesting to return the device, and I have emailed them.
Sent from my SM-G950U using Tapatalk
You went back to your galaxy S8?
Same no response
I tried on Thursday and Friday.... No response
It's a holiday weekend. Try again Tuesday.
Seriously, holiday weekend.
Sent from my PH-1 using XDA Labs
Doesn't matter. I've been receiving no responses for over a week trying to cancel the damn thing even since before it shipped to me. I still don't have it (in transit) and I still don't want it after all the games they've been playing. You can try to call to and you'll only be greeted by a robot that takes a voice message they don't return. I've never (even dealing with generics) have received service this poor...actually let me correct that, I haven't received any service - so I guess I can't call it poor, but it's non-existent. Not sure how anyone is going to get these back in 15 days when it might take longer than that to reach someone. CC chargeback is the way to go.
It's a holiday weekend...
There should be some form of cs available over the holiday weekend. They just released a phone
Yes it is a holiday weekend but they have touted 247 support well pacific time and I quote :
" Call 888-444-2222. Our Customer Support coverage is 5am-9pm Pacific, 7 days a week, 365 days a year. "
I called 3 EST and got loop answer saying " higher than expected call volume ( lol) please email and we are getting through the backlog "
Maybe I should just be patient but everything just says GTFO.
*heavysigh*
Zo0
Anyone tried returning phone yet?
Sent from my PH-1 using XDA-Developers Legacy app
martinezma99 said:
Anyone tried returning phone yet?
Sent from my PH-1 using XDA-Developers Legacy app
Click to expand...
Click to collapse
I am trying to. Hard to do when they dont return calls, emails, and chats.
Sent from my SM-G950U using Tapatalk
When you have the number to call let us know. Mine's going back too.
Phone return
Holiday weekend has nothing to do with the lack of communication. Like others have said I too have been trying to contact them to cancel my order and the phone number (888-444-2222) is just answered by a robot who says to leave a message which is never returned. I have left several emails with no return communication wither.
I also got a email from them last week asking for a copy of my drivers license which absolutely floored me. I subsequently read others also received emails like this. The company went on social media to say it was all a mistake but I never got any email apologizing.
It could be they are not replying to customers wanting to return the phones so that the 15 day return period will pass and a return will no longer be accepted. The initial mostly poor reviews is what caused me to change my mind, but this appalling lack of customer service is the icing on the cake. Doesn't Andy realize not letting customers communicate with the company is the quickest way to destroy consumer confidence in his product?
You guys are going to get this response. Then when you say you would like to continue with return..... Crickets
Samuel Urfer (Essential Products, Inc.)
Sep 5, 05:05 MST
Hi,
Thank you for reaching out. Please accept our deepest apologies for the delay in response. As you may be aware, we experienced some technical difficulties that prevented us from being able to respond sooner.
We fully understand your frustration, but we know that Essential Phone is a product that will exceed your expectations. We ask that you give this additional consideration, keeping in mind that we do have the 15 day buyer’s remorse policy. Please respond to this email letting us know how you would like to proceed. We hope to hear from you!
Sincerely,
Samuel
Essential Customer Experience Team
Once they responded you are going to be able to return it when the process begins. They aren't trying to stick you in the dark until the 15 days are up. Jeeze
They had both a holiday weekend (Which they actually worked as I got an e-mail on Monday) but also they had to do some damage control from the zendesk e-mail user info snafu.
Just shoot them an email and give it a day or so. Be polite, respectful, and use proper grammar if you are able and they will get you taken care of. Being rude and leaving dozens of calls really makes no CS agent want to have to deal with your crap until it's the last thing on the ticket list, and when they do, if you continue to be a **** to them, they will do the absolute minimum they have to.
ZooBaAr said:
Yes it is a holiday weekend but they have touted 247 support well pacific time and I quote :
" Call 888-444-2222. Our Customer Support coverage is 5am-9pm Pacific, 7 days a week, 365 days a year. "
I called 3 EST and got loop answer saying " higher than expected call volume ( lol) please email and we are getting through the backlog "
Maybe I should just be patient but everything just says GTFO.
*heavysigh*
Zo0
Click to expand...
Click to collapse
Same here....
IM0001 said:
Once they responded you are going to be able to return it when the process begins. They aren't trying to stick you in the dark until the 15 days are up. Jeeze
They had both a holiday weekend (Which they actually worked as I got an e-mail on Monday) but also they had to do some damage control from the zendesk e-mail user info snafu.
Just shoot them an email and give it a day or so. Be polite, respectful, and use proper grammar if you are able and they will get you taken care of. Being rude and leaving dozens of calls really makes no CS agent want to have to deal with your crap until it's the last thing on the ticket list, and when they do, if you continue to be a **** to them, they will do the absolute minimum they have to.
Click to expand...
Click to collapse
It's likely no one complaining on XDA has ever worked a support position. Stuff happens. Good customer service people are just as unhappy with their inability to answer every support contact as it comes in but that's the reality when the support contacts overwhelm the support staff. I doubt very much that they would try to "stick" people with phones. It would be a very easy argument to dispute such a charge with a CC.
I'm able to return mine for a refund without any hassle at all (yet). I sent a message through their website, and quickly received a response. They just needed my order number, account name, email address and phone number. They're sending out a return label for me to ship it back. Could be up to a week that I'm refunded, though. I was pretty surprised at how quick and smooth it went.
Bummed out that the PH-1 didn't pan out for me. I was having a very frustrating time using it in several ways.
After experiencing connectivity issues with this phone and looking closer at signal strength I have observed this phone varies in signal strength continuously by about 8-10 dB. It does not work well at my house or where I work. Calls either drop out completely or the person on the other end cannot hear me at times. I have never experienced this with other phones I have including the iPhone 7 Plus, Axon 7, or the OnePlus 3. I have initiated a return for an exchange. I first called last night and got a recording that basically directs me to their support page and says to send in an email "for faster service" so I did. I got a response early this morning requesting certain information in order to start the claim. I have responded so we'll see how it goes. I really like the way the phone is made so I'm hoping a replacement will function better.