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4 days and 3 Droid Turbos: My journey through Verizon hell (replacement woes)

If you want to hear a worst case scenario with verizon employees and new hardware defects, here you go. Kudos if you read the whole thing, I don't expect most people to...unless you're one of those people with a faulty battery/camera flash/screen/speaker. Then, enjoy and beware.
What follows is a true story.
Thursday 10/30/2014 12pm – Purchase Droid Turbo #1
– Went to Verizon Store and worked with sales associate John to purchase my new droid turbo. I traded in my OG droid razr maxx for $100 rebate, and then John tried to “sell” me a wireless charger for the device by saying he could waive my upgrade fee to apply towards the product. Having already read about the promotion for waived upgrade fees, and knowing it is not only applicable towards products in store (as John was insinuating) I declined, feeling decidedly like John was trying to take advantage of me and the lack of knowledge I may have about current Verizon promotions.
Friday 10/31/2014 –Full Day with Droid Turbo #1
Used Turbo Unit 1 for 24 hrs, after charging to full. My battery drained unusually fast, so that I was getting less than 20 hours on the battery. I took screenshots of my battery reports during two full discharges to demonstrate to reps that the battery was in fact underperforming, knowing that evidence would be useful because it is hard to just look at a phone and tell it has a battery issues.
Saturday 11/1/2014 – Return Turbo #1 for Turbo #2
11am- Returned to Verizon store. I worked with sales associate “Ross” and brought my concerns to his attention. He also frequently made furtive trips to have whispered discussions with Andre, who I assume is his manager, throughout our conversation about my wanting a replacement unit. They did a “test” on my phone in which they just opened up a call and let it sit for 15 minutes, then said “oh it looks like it drained normally.” As if they know, on a phone that is literally 2 days old. I could tell they were bullsh*tting me, they had no interest in looking at the battery data I had saved on the phone demonstrating the VERY fast discharge, and when I expressed my displeasure, Ross again went and had another whispered conversation with Andre, and he came back and said “we want to help you out….” He proceeded to tell me that they would replace the unit for me. He then went into the back and came out with a box in one hand and another Droid Turbo unit in his other hand—I never saw him take it out of the box. He switched my sim card into the unit he brought from the back, and said I had to keep my current box/etc and did not give me the matching box with the unit. Here is the first time I have a unit that doesn’t match my box/IMEI number information. This is despite me requesting the box to keep the serial numbers consistent.
Saturday 11/1/2014 – Later that Day with Turbo #2
When I get Droid Turbo #2 home and start using it that evening in low light conditions, I see that there is a noticeable change in color from the top left to the bottom right of the screen. It was evident in multiple apps, and although subtle, is very apparent when you utilize a graphic designed to test color and brightness consistency on a display. (I used Display Test app, “viewing angle graphic” which demonstrated clearly the screen was not uniform.) I make plans to go in on Sunday and have it exchanged for a unit with consistent color reproduction.
Sunday 11/2/2014 – 11am. – Returning Turbo #2 for Turbo #3
I return to Verizon for the 3rd time in 4 days. At this point, I am feeling decidedly emotionally raw from my previous experiences in which I felt that employees had ZERO interest in what I had to say or show them. I explain that I’m here to have my device replaced because the screen color is not uniform. They immediately get General manager Steven S. to deal with me, and after taking a cursory glance at my unit underneath glaring overhead can lights at the front desk (where you can hardly see the screen anyways) tells me “He doesn’t see a problem.” I am detecting barely contained hostility at this point—I feel that the employees have labeled me as a “problem” to be dealt with. Another employee, Matthew, hovers nearby the entire time I’m dealing with Steven, making me feel even more ganged up on and adding non-helpful comments from time to time. At this point they have made no effort to get any information from me. I needed to tell them that the flaw is visible in dim light, when the screen brightness is turned down lower, and how you can see it in certain apps, etc, but they took a defensive posture from the beginning as though they had already decided I was wrong.
After nearly 90 minutes standing at the counter arguing in front of MANY CUSTOMERS IN THE STORE, that there was a flaw that CAN BE PERCEIVED, I plead for them to just LOOK more closely at what I’m trying to show them. I am at my wit’s end at this point, ready to cancel my contract.
Steven S. finally goes to get a magnifying instrument resembling a jeweler’s loupe, and looks at the test graphic that clearly shows the non-uniform screen through it. HE AGREES THAT HE CAN SEE THAT THERE IS A NON-UNIFORMITY IN THE COLOR REPRODUCTION ON THE SCREEN!!! This is an important point, because later on I am told that “there was no defect found on the units I returned” by Solutions manager Jeff.
Steve S. agrees to replace the unit as defective and tells me Matthew will get my replacement. Matthew then goes into the back and does not emerge for nearly ten minutes. Just to get my unit from the shelf? When he comes out of the back, again, he is holding another turbo unit in one hand, and the box it may or may not have come out of in the other. Like Ross did for my last replacement, Matthew swaps my sim card into the other unit, but does not give me the new box despite my asking to exchange, again, to keep serial numbers consistent.
At this point they could have given me back the unit I had returned the day before and I would not be any wiser. I’m feeling more and more uncomfortable about the lack of transparency in this process, and the way employees at this store are handling my complaints and concerns in general.
I leave the store, vowing never to return and completely emotionally traumatized and exhausted from the process.
When I get home that evening…
…and start to use my Droid Turbo #3….the flash starts to malfunction. At first it just misses timing on a photo every third or so, making photos oddly red and dark. Then, it’s giving an odd “half flash” instead of a fully bright flash occasionally. Solutions Manager Jeff G, sent me text message following up on my customer experience. I responded:
(Mon, 11:31 AM) “the camera flash has been wonky on two occasions, like it isn’t timed right with the shutter..I’ll wait and see how it works out.” He does not respond.
Sunday 11/3 and Monday 11/4 – Turbo #3 Flash Not working at all, periodically.
As I’m testing the camera over Sunday night and Monday morning, the flash stops working completely on three different occasions. Even when set to “always on” the flash has just stopped turning on. It gives a weak “half flash” the first time you try after it’s been sitting a while, then just never turns on again. This happens on and off as I test the camera in various lighting situations. Clearly a malfunction, by any definition.
Again, I text Solutions manager Jeff G:
(Mon 6:49pm) “Hahah crud. My flash no longer works at all. Apparently it wasn’t going to be ok.”
Jeff G responds:
(Mon 7:06pm) “At this point, any manufacture defects needs to go through Motorola directly. We have exchanged 2 devices already for this line we will not be able to exchange out a 3rd device for the same model. If you are still unhappy with this device we can exchange it for a different model phone and we will waive the $35 restocking fee, however, if you feel this is just a manufacture defect you can reach out to Motorola at 800.734.5870 or motorola . com
So according to the Solutions manager , there is a 3 unit limit per customer on models of the same device, despite experiencing manufacturers defects that employees admitted were in fact manufacturer defects?
I respond:
(Mon 7:06pm) “ I didn’t realize there was a limit on manufacturer defects! What would you recommend? Is a non working flash on a phone that has taken less than 50 pictures a manufacturer defect or a feature of the droid turbo? Because I’d love to have your answer on record.”
Jeff G responds:
(Mon 7:13pm) “After reviewing the devices exchanged the manufacture defects that were reported are not currently listed as defects by Motorola as a result the devices exchanged were done as a courtesy as a Verizon customer. Future defects should be reported to Motorola. Again if you are unhappy with this phone we are willing to make a final exception to waive the restocking fee to exchange the device for a different model.”
So, at this point I am insulted and offended. First of all, the devices I returned were not exchanged as a “courtesy”—I had demonstrated and provided evidence, BEYOND WHAT SHOULD EVER HAVE BEEN NECESSARY OF A CUSTOMER YOU WANT TO BE COURTIOUS TO, that each of the devices I exchanged were not performing as advertised. Secondly, he is flat our refusing to honor Motorola’s manufacturer’s warranty, despite the fact that I have had the unit for less than 24 hours and it is in PRISTINE condition.
Can a Verizon employee (Jeff) arbitrarily and retroactively change the terms of your exchange of a defective device? Verizon is contractually obligated to provide you with a device that functions as described, but instead Jeff is saying “basically, we took care of you because you whined about it hard enough.” This is despite the verbal attestation of multiple employees at the location that the defects were indeed noted at my time of exchange.
Tuesdsay, 11/4/2014 – I call Motorola. (Case # XXX-XXXXX)
I take Jeff’s advice and call Motorola- I still want a functioning Droid Turbo. Talk to Tech support about flash issue, they agree to send a replacement unit no problem. They ask me for the IMEI number. This is where the problems created by the employees at the Verizon Store Maple Village come to the surface.
I give Motorola my IMEI on the box (XXXXXXXXXXXXX) —but it doesn’t match my device info in their computers. (Remember how they would not give me the matching boxes with my exchanged devices?)
So we investigate further. Motorola tech has me dial a number that gives me Droid Turbo #3’s internal number. (IMEI: XXXXXXXXXXXXX) I get put on hold…and apparently escalated to Tier 2 tech support because the number I gave them isn’t matching the numbers they should have in their system. Fraud alarm bells have gone off, something about what he saw in the info attached to the IMEE# of my device.
Motorola tells me that the Verizon employees have done something wrong, and perhaps even illegal, in processing my exchanges. He says that I need to return to the store and request a replacement unit, with the matching box, serial numbers, parts, etc. This effects my warranty, and apparently could be related to illegal practices behind the scenes at this particular Verizon store? He’s vague about the details, but says they need to escalate it. He gives me a case number and says I’ll be contacted within 48 hours during the investigation.
In Summary:
I don’t know what to say at this point. I demand as many replacement Droid Turbo models as is necessary until I receive a unit that functions as designed and advertised, without defect or flaw, and not as a “courtesy as a Verizon customer,” but as a “fulfilment of the contractual obligation Verizon has to its customers.” This does not seem to be an unreasonable request, given that I am paying for a product and service.
Update at time of publishing: My camera flash has not malfunctioned in 24 hrs, I don't know if it was just working out the kinks, was software related, or new battery, who knows. I don't. What I do know is I have 0% expectation that I will get a replacement unit, so I'm probably just dropping the turbo instead of risking having an unwarranty-able device with no Verizon support and a potential faulty flash.

Try to get the district manager's contact info - they will be able to help you out.

That sucks man. I do have a couple things to say (I know you're mad and I don't blame you for being mad but just some insight on the phone issues not Verizon I won't back them up) I got the Turbo as well and as far as the battery goes.....the first day it's going to suck. Smartphones aren't going to be perfect out of the box because they haven't experienced real world scenarios yet. Phone's batteries can take up to 2 days sometimes more to become for lack of a better term calibrated. My battery was the same but I let it do it's thing and now I get over 24hrs if not close to 40. Yes I'm concious about how I use it but it performs really well. Also your IMEI# is under setting>about phone>status. You don't need the box. One final thing and I'm not assuming anything but....there was an update that came basically the same day this phone went on sale. Now I don't know exactly what the update was for but it may or may not have fixed some of the problems you were having.
As far as Verizon....yeah they didn't treat you right. I'm sorry they did that to you and the reason for this post was again to help you. I noticed you joined xda just this month so I'll say this. This site does a really good job at helping people with issues/questions with their phones. Sometimes it's better to look around on the site or other sites to see what if any other kind of problems other users are having. I am here everyday to read up on things that I may have missed. I mean I spent $600 on the phone, I want to know as much as I can about how to fix or take care of it. No it's not on us as users to fix the problem of a company's mistakes. But sometimes it can produce better results. Feel free to pm me if you have any questions or just to let me know what you think.

Can you just return the phone since you are still in the 14 day return period and get something else?

I dont want to sound like an *** because I have sympathy in wanting a "perfect" phone... but none of the issues you are describing sound like 'manufacturer's defects' to me.
A manufacturer defect is something like: the phone doesnt hold any charge, or half the screen is white, or there is no speakerphone.
"unusually fast drain" of the battery is totally subjective. the screen color issues have already been noted as simply being the result of the quality of the screens in general.
Again, I get you're not happy with the phones, but it may just be that your expectations are too high. the whole sim card swap and holding onto the box thing is wierd though.

rajuabju said:
I dont want to sound like an *** because I have sympathy in wanting a "perfect" phone... but none of the issues you are describing sound like 'manufacturer's defects' to me.
A manufacturer defect is something like: the phone doesnt hold any charge, or half the screen is white, or there is no speakerphone.
"unusually fast drain" of the battery is totally subjective. the screen color issues have already been noted as simply being the result of the quality of the screens in general.
Again, I get you're not happy with the phones, but it may just be that your expectations are too high. the whole sim card swap and holding onto the box thing is wierd though.
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I agree, knowing what I know now about battery new battery cycles, I may not have ever even taken that first one back. In fact, I wish to god I hadn't, because the flash and screen on that one were functioning and consistent (and up to my high standards )
Honestly I am just looking at changing to another model...I just don't think there's another one I want right now, I waited 3 years for the Droid Turbo and I want a good one damnit.

I had some MAJOR issues with Verizon over the past week, spent over 12 hours on the phone with them, spoken with 7 different Reps, until I had enough. I called their Corporate Office......Ezekiel took care of my issues in ONE phone call, AND I was credited for my inconvenience. I've been a Verizon Customer for 8 years, have 7 lines with them, spend, on average, $5500 a year on Service, more if I buy devices (I've bought 4 tablets from them over the past two years my latest being the Note Pro 12.2) and I regularly upgrade my phones out of contract. IF you're having issues again, I'd recommend giving this guy a call, or call their Executive Offices in New York.
I've removed the personalized message and Case Number, but this is the Contact Info for him directly.
If you have additional concerns, please contact me at (770)-521-5633. My office hours are 8:00am– 4:00pm EST Monday through Friday.
Regards,
Ezekiel Fields
Executive Relations

Im perplexed that you didnt just return the phone. There is nothing wrong with our droid turbos but im starting to hate them and i expect to just return them. I dont mind restock fees to get rid of something i dislike

Don't take this too harshly bro but, your being a **** about all of this. If you don't like the Turbo, take their offer to get something else. Otherwise, STFU. They could tell you to piss off but, they are trying to make you happy and you are refusing. They could ignore your emails and calls and tell you you are delusional and let you be stuck with what you have. Here they are though, eating cash hand over fist exchanging phones for you and you persist. If Motorola tells Verizon that your problem isn't a problem, Verizon eats the phone. At $700 a pop, no matter how loyal a customer you are, there is going to come a time when it's just more profitable to let you walk.

Verizon swapping out the phones without visibly removing them from a brand new box, or at least providing you with the original retail packaging, is where I feel Verizon has really screwed up. As a customer, without the original packaging and paper trail, you have no way of supporting any proof of purchase or warranty claims (as you have unfortunately discovered). You also have no way of knowing whether or not those devices are actually new devices. Honestly, given the bull**** runaround they have given you on each occasion, I would seriously not be surprised if each of those "new" phones are actually units other customers have purchased and returned, likely for the same reasons you did. They are probably trying to reduce RMA chargebacks for non-defective units so are betting that either customers perceive faults where there are none, or that some poor schlub will get it and not know any better.
I'd definitely try and get in contact with someone in customer relations, maybe post something on their twitter account, that store is dicking you around.
Otherwise, did you have to pay anything for the phone, or did you use Edge? If you paid something for it, if you did so on a credit card, you may want to contact the card company and see what options you can pursue through them.

Honestly I would just return the phone but not getting a matching imei box after stating your defect is ridiculous. Another thing is that they give you two different ones from the back, what is this? A McDonalds and you exchanging a burger because you didn't ask for pickles. That store is ridiculous and I would take my business elsewhere. I've had a couple instances where I see a problem and they don't believe me and they ask coworkers and they agree because they're buddy buddy and have to be a team. It makes you feel uncomfortable, its not their devices, why do they think returning a phone is a problem. Its not coming out of their pockets, its not their 2 year agreement.
Sent from my DROID TURBO 64 GB

xkape said:
Don't take this too harshly bro but, your being a **** about all of this. If you don't like the Turbo, take their offer to get something else. Otherwise, STFU. They could tell you to piss off but, they are trying to make you happy and you are refusing. They could ignore your emails and calls and tell you you are delusional and let you be stuck with what you have. Here they are though, eating cash hand over fist exchanging phones for you and you persist. If Motorola tells Verizon that your problem isn't a problem, Verizon eats the phone. At $700 a pop, no matter how loyal a customer you are, there is going to come a time when it's just more profitable to let you walk.
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You sound like the employees at the Verizon store I have been visiting--trolly. (Troll-y?) Sorry bub, I'm not going to be intimidated into shutting up about real issues with a product I pay money for, not by you, or the managers at my verizon store.
And here I go breaking my rule about not feeding your kind.

zachtheowl said:
You sound like the employees at the Verizon store I have been visiting--trolly. (Troll-y?) Sorry bub, I'm not going to be intimidated into shutting up about real issues with a product I pay money for, not by you, or the managers at my verizon store.
And here I go breaking my rule about not feeding your kind.
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ok

I work for Verizon on the indirect side (non corporate) in Jersey. They totally violated their own return exchange policy. The reason they did what they did..if my logic is correct..is simply give you a different phone without actually processing an exchange because it will make their internal numbers look bad because of how hard VZW Corp is pushing this phone. I got mine day 1 (also from corporate) and my battery also was not perfect day one..but has gotten better. I know the rep I dealt with personally and know he won't try to screw me. I would recommend going to another Corporate store and explaining the situation to them. Be calm and don't be afraid to turn on the poor mes. Don't be angry as anger is simply reciprocated and doesn't force intimidation like everyone thinks..all it does is make people less likely to help you. Avoid that other store like the plague..now and in the future. Any questions..don't be afraid to PM me.
Sent from my XT1254 using XDA Free mobile app

dano1282 said:
I work for Verizon on the indirect side (non corporate) in Jersey. They totally violated their own return exchange policy. The reason they did what they did..if my logic is correct..is simply give you a different phone without actually processing an exchange because it will make their internal numbers look bad because of how hard VZW Corp is pushing this phone. I got mine day 1 (also from corporate) and my battery also was not perfect day one..but has gotten better. I know the rep I dealt with personally and know he won't try to screw me. I would recommend going to another Corporate store and explaining the situation to them. Be calm and don't be afraid to turn on the poor mes. Don't be angry as anger is simply reciprocated and doesn't force intimidation like everyone thinks..all it does is make people less likely to help you. Avoid that other store like the plague..now and in the future. Any questions..don't be afraid to PM me.
Sent from my XT1254 using XDA Free mobile app
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Thank you for the helpful advice. I hear what you are saying about the anger! Unfortunately it tends to be the only emotion left behind after being so thoroughly run around. That at bitterness
I shared my post with the Michigan district managers via e-mail. I'm hoping that they'll care enough about the fraudulent employee practices to get involved.

I'm with the others here that have said you are being a douche about this. Sorry to hear your third and final exchange from Verizon has an actual defect. The battery, as you already admitted was a mistake to exchange for. The screen was also dumb. If you can only detect a problem with a screen in low light with the brightness turned down there is no problem. That is a "perfect" screen by manufacturer standards. The flash sounds like a real problem and I wouldn't be happy with the phone you have now either, but the problem is that you have already returned tm2 phones which testing showed to be "perfect" and now those phones will have to be refurbished and sold as such at a loss for Verizon. They have to make the call to stop exchanging for the same device at some point because not only are you costing them money, you are depleting the stock in that store meaning they may lose customers because the phone they want is no longer in stock.
As far as them walking out of the back with the phone out of the box, I would interperate that as them pulling out the phone and powering it on before bringing it out to you to make sure that it is functioning properly. I'm not sure why they wouldn't give you the boxes, but as someone else pointed out, there's no reason you needed them. As far as Motorola saying they did something "illegal", I'm calling BS. That isn't information they would share with a customer. They would simply tell you to go back to the store or they would exchange/repair your device.
To the guy who works at an indirect store, I worked at one for quite a while too and I would like to share with everyone else that indirect employees are not told anything about internal exchange practices. I don't know for sure that pulling a phone out of the box before bringing it to the counter is or isn't against policy, but I do know for sure that that isn't something an indirect employee would know.
My Turbos should be here tomorrow and I hope they're only as "defective" as the OP's first 2...

Everyone is entitled to their own opinions.
I wish i was b.s'ing about Motos fraud investigation--my replacement would be on its way now if it wasn't for this. Tech supp tried to process exchange, ran into "unusual information" associated with my ohones ImEI #, elevated my call to a manager, who asked me more questions, told me verizon employees at the store "really did not take care of me," and that they have to open an investigation into the store's practices, putting my replacement on hold--he said the words suspected fraud. *shrug*

rhouse1983 said:
That sucks man. I do have a couple things to say (I know you're mad and I don't blame you for being mad but just some insight on the phone issues not Verizon I won't back them up) I got the Turbo as well and as far as the battery goes.....the first day it's going to suck. Smartphones aren't going to be perfect out of the box because they haven't experienced real world scenarios yet. Phone's batteries can take up to 2 days sometimes more to become for lack of a better term calibrated. My battery was the same but I let it do it's thing and now I get over 24hrs if not close to 40. Yes I'm concious about how I use it but it performs really well. Also your IMEI# is under setting>about phone>status. You don't need the box. One final thing and I'm not assuming anything but....there was an update that came basically the same day this phone went on sale. Now I don't know exactly what the update was for but it may or may not have fixed some of the problems you were having.
As far as Verizon....yeah they didn't treat you right. I'm sorry they did that to you and the reason for this post was again to help you. I noticed you joined xda just this month so I'll say this. This site does a really good job at helping people with issues/questions with their phones. Sometimes it's better to look around on the site or other sites to see what if any other kind of problems other users are having. I am here everyday to read up on things that I may have missed. I mean I spent $600 on the phone, I want to know as much as I can about how to fix or take care of it. No it's not on us as users to fix the problem of a company's mistakes. But sometimes it can produce better results. Feel free to pm me if you have any questions or just to let me know what you think.
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These are the types of guys that make XDA awesome

I really appreciate the kind words sir. I've always felt this is a place where users are supposed to help each other. And as I have been a person (lurker really) who has used this site since my droid x days I felt the new guy needed some assistance. Again thanks. As far as my on topic point, Verizon didn't help the situation and that sucks but again I feel as users sometimes it's better to try to figure out the problem yourself cuz when you add more people to the mix it can get sloppy. XDA is the place you can always go for guidance.

cstone1991 said:
I'm not sure why they wouldn't give you the boxes, but as someone else pointed out, there's no reason you needed them..
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Stop being stupid. When purchasing a new product, you expect it to come with an original retail manufacturing box. That box and internals should match the product purchased, period. Otherwise there would be no point in manufacturers investing time and money into labeling each box with specific serial numbers, model numbers, etc.
Has for the OP -
I had to exchange my Droid Turbo 32GB BN due to a defect as well, though my Verizon experience was much different than the OP during exchange. When exchanging my unit, I was very professional & civil about my complaint, it can make all the difference in the world.
The Exchange:
I was approached immediately upon entering my local Verizon store and greeted by an employee named Jason. I informed Jason to accompany me to the location of the demo display units and personally began explaining to him the differences between devices.
Jason was very hesitant at first, but I quickly produced alternative examples with more detailed information and replicated the issue in real time. Jason at this point was in agreement with me but not fully committed to exchange the device as he had to get manager approval. This transaction took a total of about 5 minutes, from the minute I stepped into the store.
The manager, Jeff, approached the sales counter at this point and spoke briefly with Jason. Immediately the manager began asking the same questions Jason did before hand. In which case I explained to Jeff the same information provided previously with Jason. This transaction took roughly 4 minutes.
Manager gives the go ahead, but before I let him walk away I immediately ask him if they had the 64GB in stock as they did not have it previously. Manager confirms stock, in which I inform him I am willing to pay the difference minus the restocking fee. Manager agrees, Jason retrieves the new Turbo 64GB in an unopened box and begins activation. I quickly ask to see the device and inspect it before he proceeds to make sure it does not have the same issues/defects. Everything looked fine, I give the go ahead. This transaction took 6 minutes.
At this point, while waiting for the activation process, I strike up a nice conversation with a couple of the employees around the counter (as it was slow for them at the time). I bring up the question of how many Turbo units they had sold in the past couple days. The numbers were surprising, around 23 units locally in two days (not including online). They even went so far as to inform me about the limited edition employee version with red metal trim to match Verizon branding and two of the four employees present were actually using Turbos personally.
Activation goes through, I am handed the retail box that matches the unit sold and a receipt with the cost difference. No restock fee applied, only the upgraded capacity valued. They put my exchanged unit in a box, but I inform them to take it out and reset as I did not perform that. They hand me the phone, letting me take care of the reset. I finish reset and complete our exchange.
I thank Jason for his time, we shake hands. I locate and approach the manager Jeff, thank him for his time and shake hands. I do this, so that at this point I establish a connection. Chances are they don't care and I'm immediately forgotten the minute I leave and that is fine. The point is if I have to come back again, I more likely made a bigger positive impact than running in flipping tables
At this point the total time spent from the moment I enter to exiting the store was roughly 28 minutes, chalk it up to 30 give or take.
Sorry you had a bad experience all around, but a little generosity and professionalism can go a long way. (Not aimed at you specifically, don't get defensive)
TL;DR: They did not treat you properly and you have a right to complain.

HTC One Pink Camera Tint - My experience

Hey everyone! just wanted to share my experience so far.
I got an HTC One m7 last year, and I love almost everything about it, except it began to develop the pink camera tint. For those who don't know, many m7's have a manufacturing/design defect that causes the camera to slowly degrade, and as a result, all low light pics come out with a pink or purple haze across the image.
I took my phone over to the bell store, where I signed a couple documents, and the rep sent the phone over to the repair center. The phone was in "Like-New" condition, and still in warranty.
I waited about a week, and today I got an email telling me that the repair facility was refusing to repair the phone citing physical damage (there was none, maybe a micro scratch!), and to get it back they would charge a $35 diagnostic fee. I don't even really care about the fee (although there shouldn't be one) I just want my phone fixed.
I called Bell and they escalated the issue and told me someone from the repair center would call me in 24-72 hours. They wouldn't give me a number to call, so now I have no choice but to play the waiting game...

bbmaster123 said:
Hey everyone! just wanted to share my experience so far.
I got an HTC One m7 last year, and I love almost everything about it, except it began to develop the pink camera tint. For those who don't know, many m7's have a manufacturing/design defect that causes the camera to slowly degrade, and as a result, all low light pics come out with a pink or purple haze across the image.
I took my phone over to the bell store, where I signed a couple documents, and the rep sent the phone over to the repair center. The phone was in "Like-New" condition, and still in warranty.
I waited about a week, and today I got an email telling me that the repair facility was refusing to repair the phone citing physical damage (there was none, maybe a micro scratch!), and to get it back they would charge a $35 diagnostic fee. I don't even really care about the fee (although there shouldn't be one) I just want my phone fixed.
I called Bell and they escalated the issue and told me someone from the repair center would call me in 24-72 hours. They wouldn't give me a number to call, so now I have no choice but to play the waiting game...
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Click to collapse
Well u are not in USA. I had couple of devices with this deffect fixed under warranty even when warranty was expired. Call the consumer support number in your country and talk to them and tell them u have done your homework and this is a well known deffect and it should be taken care by them. Or wait maybe they will call.I never deal with carriers in this situation s call directly the manufacturer. Good luck.

Well, its been a while now, and it looks like I may have to send the phone to HTC since Bell are a bunch of ********. I eventually got a call, but it wasn't from the repair center, it was from USA's tech support, and the gentleman told me he had no idea what was going on, and that he couldn't help me at all, nor could he offer any type of recourse, or contact information for someone that may be able to help. I am very displeased as you can probably see. Anyway, I wrote HTC a letter complaining about their service. Here's what I wrote to them for your amusment:
Hello,
I recently sent my phone in to repair it's camera that wasn't working correctly. I was denied the repair, citing physical damage (I have documentation from the Bell store stating otherwise) and the device has now been marked down to be shipped back without the repair, when I did not give my consent, nor talk to anyone who had any bit of control over the repair process. I am very displeased at the service that has been given to me, as well I do not appreciate being lied to, or cheated out of the repair I am entitled to.(the phone's camera issue is a widely documented factory defect, just search Google or call HTC about the m7 pink camera issue). As well, I am appalled at how Bell has tried its hardest to evade my asking for help, instead pointing fingers at other divisions of the company and telling me to go talk to them. And finally, I would have liked to call the repair center, or visit the facility directly as I understand it is fairly close to me, but the information I have been seeking was kept secret from me. If you listen to the recording of the support call I made last week, you will hear the agent telling me that the company actively tries to withold this information.
I WANT MY PHONE REPAIRED. Not returned defective. If my phone is returned defective, you can be sure I will not renew my contract with Bell, ever.
Brandon Benyacar
I can only hope they read this letter sooner than later. Anyway, that's my repair experience so far. Lesson learned: Don't by a phone right away, let a few months go by and see if any major problems turn up. also, note to self: Buy extended warranty.
I may post one more time if anything else worth sharing happens. Have a good day everyone!

I'll also post my experience with the purple tint problem. Got my phone in may/june 2013 and got the purple tint somewhere around september 2013. Over time, it got worse in dark settings, but as the phone was still ok during daylight, never bothered too much. This year I finally took the effort to get it fixed. I contacted HTC europe (as I live in the Netherlands) about the problem and they said to just make an appointment; if I had caused the problem, I had to pay 35 euros research costs and if I agreed, an additional fee for the repairs.
As I rooted the phone like a month after I got it (unlocked through HTC dev website), I was kinda 'scared' they would say that would be the cause, but I followed all wonderful steps here to get it S-OFF and in locked/untampered state again and send it off. Made the appointment (UPS came to pick it up) and after a few days I got the email it was ready and repaired. Today (after about 10 days) they delivered the phone back. No charge at all.
So my experience with HTC customer support is fairly positive at the moment. Purple tint is indeed gone. Sadly, my original phone was just fixed and not swapped for an M8, but still no complaints about their service.

PandorasNL said:
I'll also post my experience with the purple tint problem. Got my phone in may/june 2013 and got the purple tint somewhere around september 2013. Over time, it got worse in dark settings, but as the phone was still ok during daylight, never bothered too much. This year I finally took the effort to get it fixed. I contacted HTC europe (as I live in the Netherlands) about the problem and they said to just make an appointment; if I had caused the problem, I had to pay 35 euros research costs and if I agreed, an additional fee for the repairs.
As I rooted the phone like a month after I got it (unlocked through HTC dev website), I was kinda 'scared' they would say that would be the cause, but I followed all wonderful steps here to get it S-OFF and in locked/untampered state again and send it off. Made the appointment (UPS came to pick it up) and after a few days I got the email it was ready and repaired. Today (after about 10 days) they delivered the phone back. No charge at all.
So my experience with HTC customer support is fairly positive at the moment. Purple tint is indeed gone. Sadly, my original phone was just fixed and not swapped for an M8, but still no complaints about their service.
Click to expand...
Click to collapse
Glad to hear everything worked out for you. I contacted HTC a few days back and explained what happened and they said they would be happy to repair my phone at no cost, and agreed with me about Bell's repair process being all sleazy. I just need to wait until my phone gets shipped back from Bell's repair center first.
I think I read somewhere that sometimes HTC will put in a higher quality camera module. do you notice the picture being better than the original? (before the purple tint started)
I really don't want my phone to be swapped for an m8, I like the m7 better. slightly smaller, capacitive buttons, and a more symmetrical speaker grille. Not to mention its super easy to s-off. though I might not mind if they give me an M9! HAHA

well, its been about a month, and after much trouble, I finally got my phone fixed. See, When I got my phone back from Bell, HTC told me to ship my phone to a company called Futuretel, located about 15 minutes from where I live. I shipped it, and a few days later, received an email claiming that the repair would not be covered under warranty, and would cost me $226. they also have a policy that requires them to replace both the camera, and the motherboard at the same time, hence the price.
Their first claim was that my H-Boot date on the bootloader screen tells them that my phone had been tampered with. I did install custom firmware, but I flashed it back to stock, with the date showing January 29 2014, before I even bought the phone(not that they would know that) so I called them out on their claim. Then, they disregarded that claim, and now stated that since was that since my phone was S-Off, I was not entitled to a repair. Everything else on the phone was stock, bootloader locked, tampered flag removed and status showing locked.
talking directly to Futuretel was futile, so I called HTC and explained how refusing a defective hardware warranty because of S-Off is like ford refusing to replace your faulty transmission because you changed your headlights. The two are completely unrelated (unless your mechanic REALLY sucks I supposed). They agreed, but still wouldn't fix my phone.
My father, who isn't really a lawyer, but knows quite a lot for an average guy, wrote up a legal document for me to sue HTC. This isn't his first lawsuit, so he knew exactly how to write it up properly and file it into small claims court. I sent a copy over to HTC, and the next day, they offered to pay for the repair. It probably just wasn't worth it for them to fight it, so they gave in.
I also let HTC know of all the horrible reviews and complaints of this repair facility, with many of the stories online ending in either ridiculous repair costs, refusal of repairs for stupid reasons, or devices being returned with additional damage. HTC said they would do an investigation on this facility. that being said, Futurtel repaired my phone in 2 days time, and returned it in the same condition it left (actually, slightly better condition, my power button was losing its black paint, and they replaced it. small, but good attention to detail).
I powered up the phone to 5.0.2, and firmware version 7.17.666.7 which I believe is the newest version (a google search produced no results). They also replaced my mainboard, so everything was stock, and I had a new IMEI. tested out the camera, and its a night and day difference. Now my pics look the way they were meant to look. Once again, I am a happy customer.
I hope my experience inspires others to fight back, know your rights, and don't take no for an answer. I would love to hear other people's success and failure stories, especially ones pertaining to this pink camera issue.
Now onto installing insertcoin's sense 5.5 ROM. I just like it better than sense 6!

My related experience recently, I acquired almost new imported HTC One from local dealer, and there was Pink Tint, I took it to HTC Service Center in my locality, I had already did OTA updates and the phone is in Lollipop, the support person said, it will take 5500 INR (88 USD) which I agreed, then they said it is imported phone, the camera module might not be compatible they don't have software to calibrate the camera since the phone is in Lollipop (?!), and it is the risk they are not willing to take! they don't even try to repair and say it did not work. Their excuse was once they attempt to install new camera, and it doesn't work the Camera will be completely shut off even day light photos will not be possible. Looks like I had to live with purpley photos!

santhoshr said:
My related experience recently, I acquired almost new imported HTC One from local dealer, and there was Pink Tint, I took it to HTC Service Center in my locality, I had already did OTA updates and the phone is in Lollipop, the support person said, it will take 5500 INR (88 USD) which I agreed, then they said it is imported phone, the camera module might not be compatible they don't have software to calibrate the camera since the phone is in Lollipop (?!), and it is the risk they are not willing to take! they don't even try to repair and say it did not work. Their excuse was once they attempt to install new camera, and it doesn't work the Camera will be completely shut off even day light photos will not be possible. Looks like I had to live with purpley photos!
Click to expand...
Click to collapse
Don't worry, you can always use flash to avoid pinkish photos in the night. I didn't even bother to get mine repaired for free.

Semseddin said:
Don't worry, you can always use flash to avoid pinkish photos in the night. I didn't even bother to get mine repaired for free.
Click to expand...
Click to collapse
the flash helps(thank god its even there), but still, video in low light is practically unusable.
It's not acceptable that HTC can get get away with this(though I found it had more to do with the repair facilities), and you should fight it if you've got the time, especially now that they have introduced that "oops protection" this for the M9. If they can replace an M9 at no charge for dropping your phone onto concrete, then they should at least be able to fix their own factory defect. Even if its out-of-warranty. Its what I believe is fair.
by the way, after they fix, not only are the pictures not pink, but they're less grainy now, and they're not washed out.

I too had this problem since last 1.5 years.. somewhere read online that you can get rid of it by placing your cellphone in freezer for sometime and it will get rid of the pink/purple issue of camera. So I did it.
WHat to do-
1.) I placed my cellphone HTC One(M7) in my freezer nicely wrapped in a small towel
2.) changed my refrigerator setting to the coolest...
3.) kept it in there for almost 20 minutes
4.) Took it out.... and no more Pinkish pics.......
Not sure if its permanent solution as I have tried it today only.... but as of now I am happy to see my camera work as good as new.... NO FAULTS WHATSOEVER.
It worked for me.. hopefully it can work for someone else as well.. please try at your own risk and make sure to cover your cellphone properly before trying this option.

anilkapoor9 said:
I too had this problem since last 1.5 years.. somewhere read online that you can get rid of it by placing your cellphone in freezer for sometime and it will get rid of the pink/purple issue of camera. So I did it.
WHat to do-
1.) I placed my cellphone HTC One(M7) in my freezer nicely wrapped in a small towel
2.) changed my refrigerator setting to the coolest...
3.) kept it in there for almost 20 minutes
4.) Took it out.... and no more Pinkish pics.......
Not sure if its permanent solution as I have tried it today only.... but as of now I am happy to see my camera work as good as new.... NO FAULTS WHATSOEVER.
It worked for me.. hopefully it can work for someone else as well.. please try at your own risk and make sure to cover your cellphone properly before trying this option.
Click to expand...
Click to collapse
Do you really think our phones are designed to withstand below zero temperatures? This is a terrible idea which is most likely only a temporary fix (if your phone survives it).

While not a true "fix" I just edit the effected pictures and add an effect to them. 2 of the effects work well to remove the purple haze in pictures (depending on the picture each effect works better than the other). Not perfect, I understand, but they come out looking quite good.

Terrible experience with LG

Hi All,
I need to ask you all something and I used to go on this a while ago for my Galaxy phone but now I have a big problem with my new phone LG G3. Here goes:
Had my G3 for about 8 months, got it the day it came out for Verizon. Recently started noticing i was no longer able to long press icons, long press snapchats, and use the screen in various ways. Called LG since its under warranty they said send it in and theyll repair it.
Went and used their label and put into an box and sent it. One week later they received it and very quickly a package was sent out to me, even seemed like they didnt receive the package before the new one was sent. Well, by week 2 they sent back the WRONG PHONE. It was an optimus phone. Here's where it gets bad.
Calling their customer support and being on hold for very long periods of time, they said multiple times that I had in fact gotten the correct phone and me telling them no its not, they finally realized and said oh ok you received the wrong phone. They then told me even my other phone would be returned to me 'as is' because of 'Liquid Damage'. This is an all out lie, they sent me a blurry photo(attached) of the innards of a phone with 'corrosion' around the outside saying thats the water damage.
THIS IS IMPOSSIBLE. I took care of my phone like a baby, had a big case, not a scratch or blemish on it it has never been near or in the water ever. I tell them that they say well there's nothing we can do and they will be contacting me about instructions for sending back the wrong phone and how they're going to first find, then get my old broken phone back to me.
I could not believe the mess this has become. Going on 3 weeks now without a phone and even when I do get it back, which will be for weeks at this rate, itll still come back broken and with the lie that I had water damage.
Even funnier (more suspicious) the phone that they sent me also says 'Sent back unrepairable -- liquid damage'. So they did it to this guy, and me, and it all seems a bit too easy for them to just get phones and send them back saying its liquid damage and making it up so they dont repair them.
Going to be a month without a phone and even when I do get it back its still broken, what should I do? Guess just go to my insurance and get it replaced, which means I need to pay the deductable and who knows the hurdles going that route..great..
Anything you guys think I can do? This is a very disappointing and frustrating situation which Im sure Im not alone in.. Thanks

ErikP343 said:
Hi All,
I need to ask you all something and I used to go on this a while ago for my Galaxy phone but now I have a big problem with my new phone LG G3. Here goes:
Had my G3 for about 8 months, got it the day it came out for Verizon. Recently started noticing i was no longer able to long press icons, long press snapchats, and use the screen in various ways. Called LG since its under warranty they said send it in and theyll repair it.
Went and used their label and put into an box and sent it. One week later they received it and very quickly a package was sent out to me, even seemed like they didnt receive the package before the new one was sent. Well, by week 2 they sent back the WRONG PHONE. It was an optimus phone. Here's where it gets bad.
Calling their customer support and being on hold for very long periods of time, they said multiple times that I had in fact gotten the correct phone and me telling them no its not, they finally realized and said oh ok you received the wrong phone. They then told me even my other phone would be returned to me 'as is' because of 'Liquid Damage'. This is an all out lie, they sent me a blurry photo(attached) of the innards of a phone with 'corrosion' around the outside saying thats the water damage.
THIS IS IMPOSSIBLE. I took care of my phone like a baby, had a big case, not a scratch or blemish on it it has never been near or in the water ever. I tell them that they say well there's nothing we can do and they will be contacting me about instructions for sending back the wrong phone and how they're going to first find, then get my old broken phone back to me.
I could not believe the mess this has become. Going on 3 weeks now without a phone and even when I do get it back, which will be for weeks at this rate, itll still come back broken and with the lie that I had water damage.
Even funnier (more suspicious) the phone that they sent me also says 'Sent back unrepairable -- liquid damage'. So they did it to this guy, and me, and it all seems a bit too easy for them to just get phones and send them back saying its liquid damage and making it up so they dont repair them.
Going to be a month without a phone and even when I do get it back its still broken, what should I do? Guess just go to my insurance and get it replaced, which means I need to pay the deductable and who knows the hurdles going that route..great..
Anything you guys think I can do? This is a very disappointing and frustrating situation which Im sure Im not alone in.. Thanks
Click to expand...
Click to collapse
I would suggest you take this issue to social media. Tweet them and post your experience on reddit. The squeaky wheel gets the grease.

I tried for 2 weeks to send my G3 back due to ghosting i was seeing on the screen, after 7 different calls and chats to customer service about my shipping label that they INSISTED they had emailed me (which to this day i still have not received) i simply gave up. From the sounds of your story it sounds like it was maybe for the better i never sent it in!!! Love the product, but VERY unimpressed with customer service.

Wickidmasshole said:
Love the product, but VERY unimpressed with customer service.
Click to expand...
Click to collapse
YES. I guess they lied to you and me my friend. I bit the bullet paid $99 through insurance and my new phone will be here today. Just end this nightmare! LOL
I posted this same story on a bunch of forums, I think I will take to social media also. They need to be called out on lies and terrible, awful, dirty tricks customer service!!
Great phone though thats why its so disappointing. Thanks for the replys guys!!

AFAIK you could let an authorized LG workshop analyse the problem and get it fixed and eventually sue LG for breaking the local and international guarantee laws. First things first: menace to do this. Then make the action (because you are sure you never put water or vapor on your phone, you're in right).

If I were you the first thing is to notify consumer association (here in Croatia we have consumer association which warns a various state institutions about consumer problems). Then I would go straight to the service workshop where you sent your device without notice of your arrival no matter how much far is that from your town and force them to open your device infront of you and to show damage which is caused by some liquid. Take the photo with you printed in color which you received from them as evidence and compare it with your device's mainboard. Of course try to be nice and patient but resolute in your intention and with no retreat without solution in your favor. If they decline your request to replace device for a new one then tell them that you'll report whole case to state institutions which have jurisdiction of such matters and do not forget to take your device with you except if they willing to give you a confirmation which is signed and stamped which confirms that you left them your LG G3. If you do that I believe that you will get a new device very soon with apology. Trust me and be firm in your intention! Good luck!

A lot of LG G4 users in Thailand -H818P are getting stuck in boot loop issue!!

This month, a lot of LG G4 users in Thailand - H818P are getting stuck in the boot loop issue every day.
The only way is to bring it to LG service center and replace the mother board and they not yet found and the root cause of this problem for a month up to now.
Most is serial lot 505 are being sold in Thailand and found with 10f firmware.
Is someone get the same problem ? What is your country and firmware you are using?
I need how to Restore/Unbrick LG G4 H818P (Bootloop Fix).

Same in Israel - model h815L. Many people have this issue but the local company who is the LG importer here takes their time and do a poor work when changing the motherboard. I read of at least 80 people who had that in here.
Sent from my LG-H815 using Tapatalk

Same problem here with h815EU, bought in Slovakia. Something very similar happened to me - kinda a bootloop - phone starts to LG logo (with unlocked booloader banner) and after ~15sec reboots again and again - luckily I was ableto go insto "download" and recovery and bootloader so I flashed original OpenEU LL droir(10D) - via kdz. After that I was able to boot to android - but after some time it reboots itself and I was back in bootloop. It works that way that after couple of hours on charger and helluva lot autoreboots it starts but again only for couple of minutes, sometimes i was able to install some apps, sometimes only starting google play ended up with bootloop. So now it's in servis, I hope they will fix it or replace, as it is I think memblk error - HW issue.
Please write your experience if you have or had this problem, let we can use it as argument if our warranty repair claims will be denied.
2 extra god & AvivEliyahu: please can you give more info about the probs you mentioned? AFAIK I recently found that even one of developers here was affected by this (or smth very similar) - S3V3N from Poland ( see here: http://forum.androidnow.pl/13118-7-...rp-unlock-bootloader-post85521.html#post85521)

I have h818p.. No problems.. YET

extra god said:
Most is serial lot 505 are being sold in Thailand and found with 10f firmware.
Click to expand...
Click to collapse
Interesting.
505 means year 2015, month 05 or may. This is how you can tell when our G4 was made. The first 3 digits of the serial#. You will learn about this useful nugget if you browse the warranty booklet included in the box.
This is the first batch of G4's. These would be people that bought at launch or within a few months from it. Now a days I doubt there is any 505 stock left any more.
When its is said a lot of people i question it. LG has been making many G4's since 2015-05.
If you are among the unlucky few, hit the service centre for a replacement. Might take up to a month but you will get it and for free.
If your model is 505 and more than 3 months have passed without issue then you are probably in the clear.

Just checked SN - its 505KPNY####11 (H815EU) so it's among those from first batch, I bought it sometime @ beginning of june, it worked till begining of november (exactly to - 06.11.) I have unlocked bootloader, but I ready to sue them if they wont fix it &|| repair. I gave it to seller for warranty repair this monday, so I'm waiting for results - I'll keep you posted.

Does Thailand get the SEA version which has unlockable bootloader ?
people facing this problem and who have a variant that has no way to unlock the bootloader have a water tight case.
If you unlocked the bootloader then all bets are off. You are dependent on their goodwill.

don't know about Thailand version (I have H815 EU, bought in slovakia), but I think it depends on local legal regulations - warranty, guarantee repairs. In EU seller is responsible for HW faults not caused by misuse and/or accidental damage(fall from desk etc.) Reality is that device is usually sent to manufacturer or authorised service and they decide. But unlocking bootloader cannot be considered as misuse, at least because unlocking is provided by manufacturer(LG) directly - in case that unlocking was done by some 3rd party app, it might be questionable, but in this case...
2 OneTwelve: Thx for info about 505batch

Very good.
It strengthens my belief that the G4 cannot be bricked with software alone.
It might appear bricked to you but the service centre has the tools to unbrick it.
What if they say they will unbrick it for a fee ?
This fee is actually round trip transport costs to a facility that has the tools and knowledge.
If they say requires a new mobo that suggests a hardware issue. But i am sceptical of this reason.
One month is enough time to send a device back & forth to anywhere in the world.

If they will ask for some reasonable shipping fee, i'll pay that. Hopefully it wont be like on ebay sometimes - some sellers set starting price as 1/10th of item value, but i saw ie. mouse+kbd kombo (worth approx. 100€) for 15€, but shipping was 85€

Today I got the bootloop issue on my G4, I haven't done anything yet, still virgin phone, but it sux give me such problem,will send it for warranty on Monday LG simply ruin its image to me this time.

ayong chia said:
Today I got the bootloop issue on my G4, I haven't done anything yet, still virgin phone, but it sux give me such problem,will send it for warranty on Monday LG simply ruin its image to me this time.
Click to expand...
Click to collapse
First 3 digits of the serial# ?

At last people are being aware of the issue which I have been shouting for long
Sent from my LG-H815 using Tapatalk

One Twelve said:
First 3 digits of the serial# ?
Click to expand...
Click to collapse
505 (First batch production) and sent to LG Service Center to replace the mainboard and really dissatisfied by LG, As the mainboard replacement take more or less around 1 week (WTF!!!) I think my next replacement device will be Samsung again, as Samsung have superb customer service here.

ayong chia said:
505 (First batch production)
Click to expand...
Click to collapse
They still have 505 for sale at the end of November ?

One Twelve said:
They still have 505 for sale at the end of November ?
Click to expand...
Click to collapse
Am I mentioned that my device was bought at November (Sorry)? I think if I am not wrong that my device was purchased on August.

ayong chia said:
Am I mentioned that my device was bought at November (Sorry)? I think if I am not wrong that my device was purchased on August.
Click to expand...
Click to collapse
ah, i misunderstood what you meant by 'virgin phone'. you mean you did not root. i thought you just bought. it
ayong chia said:
505 (First batch production) and sent to LG Service Center to replace the mainboard and really dissatisfied by LG, As the mainboard replacement take more or less around 1 week (WTF!!!) I think my next replacement device will be Samsung again, as Samsung have superb customer service here.
Click to expand...
Click to collapse
One week is good, usually something like this might take a month.
I would not give up sd card and replaceable battery (forever) for 1 week - 1 month of wait.
You have a backup phone ? use it.

One Twelve said:
ah, i misunderstood what you meant by 'virgin phone'. you mean you did not root. i thought you just bought. it
One week is good, usually something like this might take a month.
I would not give up sd card and replaceable battery (forever) for 1 week - 1 month of wait.
You have a backup phone ? use it.
Click to expand...
Click to collapse
As I said, Samsung have best customer service here, 1 hour or max for 3 days, I was a LG fan, I owned LG G2,G3 & G4 but confirm no G5 for me, They have ruin their image on me

See, this is the thing i don't understand. Every damn phone has issues if you check on the boards. Someone who has used flagships for a few years knows this.
you had no problems with G2 & G3. So really only one out of three gave you trouble.
Are you paying out of pocket for mobo replacement ? no.
has LG refused warranty ? no
You think samsung will be good, but if there is a problem in the future with samsung you will say the same thing.
Then who will you run to

One Twelve said:
See, this is the thing i don't understand. Every damn phone has issues if you check on the boards. Someone who has used flagships for a few years knows this.
you had no problems with G2 & G3. So really only one out of three gave you trouble.
Are you paying out of pocket for mobo replacement ? no.
has LG refused warranty ? no
You think samsung will be good, but if there is a problem in the future with samsung you will say the same thing.
Then who will you run to
Click to expand...
Click to collapse
Never heard that Samsung have such kind of major issue, I was surfed local forum and all said most of serial number from 505-509 are affected (not just a few units), If I am LG, I will do a recall instead of to wait us to get problem and then get repair, I lost all my datas, mobile banking etc, That's the sux thing for me, if they do a recall, then the kind of crappy thing won't happen to their customer!

Want to cancel my HTC U11 preorder .

Couple of days ago I preordered a handset so while waiting for it to come I have done customer service research and found something I came across with my Motorola that was virtually non-existing post purchase warranty service. I had my own case with M7 that I simply dropped the case after went forward sending my phone there and back for 2 times but the phone came back from repair centre crippled.
So today I found some repair centre story that in comparison to mine....well mine is a joke Guy went through 4 months of ordeal and zillion emails and without success. Lies upon lies. Ok that was in 2012. Mine case was in 2013. We all know HTC had nothing but a downward journey ever since.
I love what I see U 11 because of supperb camera and unparalleled audio experience in audio department BUT God forbid I will hate myself if anything goes wrong with phone and I have nothing but the trouble. Realistically HTC in red and last thing they can do is decent post purchase service I think they simply have neither infrastructure nor cash.
By the way in both cases phones were still covered by warranty and eligible for repair.
Tell me how was your warranty services in the last 1-2 years.
Thanks in advance.

I haven't sent any HTC phone for repair, but I did have an experience with Sony. I sent a phone for repair for few issues and the turnaround was pretty quick. It took Sony less than 2 days to repair/replace parts and send the phone back to me. I do believe it depends who you talk to and who processed the repair ticket and such. Sometimes there are user errors where customer doesn't follow the instruction which were provided before sending the phone in. The other times someone from the support makes a mistake in the system and this results in unnecessary headache and confusion. I am thinking about picking up U11 and not worried about not getting post-sale support. It is the obligation of the manufactures to handle any warranty services as it is the responsibility of the consumer to pay attention to the rules of the warranty.

Actually I had some issue with HTC customer service last year when I purchased my HTC 10. The charger stop working after 2 weeks and I mailed HTC service several times but they never answered me back. At the end I sold my HTC 10. But I am going to buy HTC U11 from a shop and not from any online store.
Consumer complaints about HTC..
https://www.consumeraffairs.com/cell_phones/htc.html

I've only dealt with HTC Chat customer service and I don't think anyone comes close to them. I've only had to send out my HTC 10 at one point because the lock/power button became really hard to press. Came back around two weeks later only to find that the camera lens wasn't lined up properly and so I was able to send it back again. Never had an issue at all either time.

janjan said:
Actually I had some issue with HTC customer service last year when I purchased my HTC 10. The charger stop working after 2 weeks and I mailed HTC service several times but they never answered me back. At the end I sold my HTC 10. But I am going to buy HTC U11 from a shop and not from any online store.
Consumer complaints about HTC..
https://www.consumeraffairs.com/cell_phones/htc.html
Click to expand...
Click to collapse
That is atrocious experience (consumeraffairs). Same as Motorola. A 1000 loop post purchase service set in the parallel world run by asylum house. Reason is not valid there.
At this moment I have 2 weeks till my phone deliver but I seriously thinking of cancelling my order and sticking to my Pixel. NO I don't want to waste my life like those poor customers.

nebulaoperator said:
That is atrocious experience (consumeraffairs). Same as Motorola. A 1000 loop post purchase service set in the parallel world run by asylum house. Reason is not valid there.
At this moment I have 2 weeks till my phone deliver but I seriously thinking of cancelling my order and sticking to my Pixel. F**k NO I don't want to waste my life like those poor customers.
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Go look up any OEM on there, no one has good reviews. It's a site for complaints so that is all you get complaints. Compare also to Samsung, Moto, LG on that website they are all bad.

You're far more likely to find bad experiences of any company posted online, because why would anyone feel the need to post good experiences? I had to send my LG G4 back due to bootloop and it was a 10 day turnaround and I was happy with it... however I've also seen horror stories about LG warranty repairs as well.
I reckon I could find dozens of bad experiences posted online for EVERY smartphone manufacturer (and probably every major manufacturer of goods as well). Does that mean I'll never buy a smartphone? Of course not! You can try to minimise the risk of getting a bad experience if you like, by doing tons of research about who has the best customer service, quickest repair turnaround, etc. but why waste your life like that? Even going with a company that seems like it has the best service won't GUARANTEE that you'll get that great service!
If you're really that worried about breaking your phone then get a tempered screen protector, a heavy duty case, spray-on grip for your hands and pray every day! ?

Agreed a bad/good experience can be had by most. I almost pre-ordered but didn't in the end. I feel HTC did a good job with the 11 like the 10 but it's a sold double not the home run. Personally I'm waiting on the OP5, mostly because of the dev support. If I had an unlimited phone budget I would certainly at least take it for a spin.
Sent from my Mi Max using XDA-Developers Legacy app

Wow, I just googled for Apple warranty problems and can you believe that not everyone has had as good service as you? You probably can't believe it as you don't want to take the point that myself and others are trying to make - that your hours and hours of research on after sales care doesn't really mean that you'll definitely get great service every single time, whether it's Apple, HTC or any other manufacturer. But please, keep researching because I'll be enjoying my life in the meantime and being polite to people and respecting their opinions and experiences.
Oh, don't bother replying to me as you'll be wasting more of your time as I've unsubscribed to this thread now. Good luck with your search (and your people skills)!

@aknotts415 This was mine experience. Legit one. I would not bring this but people like you ask for it. Simply go there and compare.
LG vs HTC. I am providing you two links one for each.
LG total of 19 reviews score is 2.7 https://uk.trustpilot.com/review/www.htc.com ( Though there ara other threads that have Bootloop issue all over G4 Nexus 5x)
HTC total of 227 reviews score 2.0. https://uk.trustpilot.com/review/www.htc.com
Again I am seeking people who had direct experience like me. That would be much easier for me.

janjan said:
Actually I had some issue with HTC customer service last year when I purchased my HTC 10. The charger stop working after 2 weeks and I mailed HTC service several times but they never answered me back. At the end I sold my HTC 10. But I am going to buy HTC U11 from a shop and not from any online store.
Consumer complaints about HTC..
https://www.consumeraffairs.com/cell_phones/htc.html
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How would that make a difference if you buy from an online shop? Though Iv;e red someone did that in order bypass direct contact with OEM.

nebulaoperator said:
@aknotts415 This was mine experience. Legit one. I would not bring this but people like you ask for it. Simply go there and compare.
LG vs HTC. I am providing you two links one for each.
LG total of 19 reviews score is 2.7 https://uk.trustpilot.com/review/www.htc.com ( Though there ara other threads that have Bootloop issue all over G4 Nexus 5x)
HTC total of 227 reviews score 2.0. https://uk.trustpilot.com/review/www.htc.com
Again I am seeking people who had direct experience like me. That would be much easier for me.
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Just to compare
LG https://www.consumeraffairs.com/cell_phones/lg_cell_phones.html
HTC
https://www.consumeraffairs.com/cell_phones/htc.html
Samsung
https://www.consumeraffairs.com/cell_phones/samsung_cell_phones.html
Apple
https://www.consumeraffairs.com/computers/apple_iphone.html
Sony
https://www.consumeraffairs.com/cell_phones/ericsson.htm
My point is they all rank bad on these complaint websites. People only go there to complain. U have every right from ur story to hate HTC and I'm not discrediting you it's just these websites are not realistic bases since there only for complaints

aknotts415 said:
Go look up any OEM on there, no one has good reviews. It's a site for complaints so that is all you get complaints. Compare also to Samsung, Moto, LG on that website they are all bad.
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Agree. Only people that have bad experience will complain, but people that had no issues or had positive experience with customer service of any given OEM, won't post their positive experience info.

@aknotts415 the sole reason I gave you my links to trustpilot is there you can right positive review too. Make your conclusions here. Forget consumer affairs.

It's all about personal feelings and experiences.
I have always had HTC never ever a problem with it what so ever.
Great camera is key for me so I went for the LG G4.... Three times for repair!! What a nightmare phone. Great pics though.
So i have to say never a LG for me. Glad the U11 has the best camera. And I can rely on the great quality of HTC again.
But always keep in my mind it's a tech product.

I've had nothing but superb customer service/repairs from HTC, they recently fixed my HTC10 and I had it back within the week, same with my M9 the year before.

Adam182 said:
I've had nothing but superb customer service/repairs from HTC, they recently fixed my HTC10 and I had it back within the week, same with my M9 the year before.
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What fault did you have on the phone? Did the phone come back without any visible repair damage like body integrity ?

nebulaoperator said:
What fault did you have on the phone? Did the phone come back without any visible repair damage like body integrity ?
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HTC M9 had small cracks on the corners of the screen bezel, and my 10 had a hot spot on the screen, both came back in the exact same condition only with the issues fixed completely.

Thread cleaned.
On that note, keep this thread on topic and post in accordance with the forum rules. If you have an issue with another member, kindly take it to PM, report them, or move on.
Cheers,
Magnum_Enforcer
FSM

@Adam182 Thanks!