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I bought mine just over a month ago from Google UK. Delivery via TNT was an absolute nightmare, poor communications and ended up driving 40 miles return at midnight to collect it. A Disaster really - I am scared to even think about dealing with TNT ever again.
Now if that wasn't enough my Nexus 4 seems to have come from Hell. I have loads of showstopper issues, just to name a few:
* The headset emits all sorts of electronic noise whenever the phone is ON. Switching the screen on changes the tone. This is getting unbearable.
* Wifi / 3g signal are very weak compared to even my old and pretty destroyed HTC desire. (UK networks are generally rubbish) Sustaining a skype call in Bristol centre is now a major issue.
* Headphone volume is surprisingly low (less than 1/2 or ipad or desire)
* The thing is made of fragile glass. What worse could it be?
So if I was going to ask for replacement, what would happen? How many weeks or months would I be without phone (micro sim won't go in desire)? How many 40 mile trips will I need to make to deal with TNT? I am just thinking if its worth the hassle, even when the money is fairly tight.
Can I deal with LG directly, and would that be any better?
Now I clearly understand why great customer service is important. If I bought from apple I could just walkin to the store almost next door and walk out with another phone. Google, will you listen or a you going to be the next microsoft?
I bought one sim free with Google with some of the same issues plus the fact the screen was faulty. I contacted Google via phone and to begin with it went well. But things started to slow. They issued me a RMA but took 4 emails over 5 days to get it. Then I was waiting another week for the shipping label. They dont give you an address which sucked. All this was eating into the 10 days I had to return it. In the end I told them to screw themselves so I sold it on eBay. Lost a little money.
What was funny was after all that. Google sent a message saying how was it to deal with them and could I give accurate feedback. Useless ****s. Hope i haven't put you off too much.
Sent from my Nexus 4 using Tapatalk 2
Sexywacko said:
I bought one sim free with Google with some of the same issues plus the fact the screen was faulty. I contacted Google via phone and to begin with it went well. But things started to slow. They issued me a RMA but took 4 emails over 5 days to get it. Then I was waiting another week for the shipping label. They dont give you an address which sucked. All this was eating into the 10 days I had to return it. In the end I told them to screw themselves so I sold it on eBay. Lost a little money.
What was funny was after all that. Google sent a message saying how was it to deal with them and could I give accurate feedback. Useless ****s. Hope i haven't put you off too much.
Sent from my Nexus 4 using Tapatalk 2
Click to expand...
Click to collapse
oh my... anyone got experience dealing with LG, if I may do so? I start to really regret this purchase. I could just hold out till June or July and be a happy iphone owner and the exchange and flog this. My screen is at least nice and bright except I bought a phone and not a toy.
I sadly broke my Nexus 7's(2013) screen and digitizer in less then 5 days. Shameful I know, but anyways I contacted Asus since there wasn't anything else I could do. Their customer service set me up with a representative within 5 minutes. I explained my problem and he told me that they can fix it but it may cost me. There wasn't another option so I said okay. So they sent me an email with a form and told me to ship my Nexus to a Asus repair facility. I did and within in a week they sent me it back and fixed the screen and digitizer for FREE! Yes free well unless you count the shipping which was a small price to pay for fixing the device that wasn't their fault in the first place. Anyways if any of you have problems contact Asus I'm pretty sure they can help you. I'm so happy thought I lost my Nexus.
Someone if eager to save their reputation
Sent from my Nexus 7
Is it the same device or a new one?
Sent from my Nexus 7 using XDA Premium 4 mobile app
Good to know that they have a good customer service.
Sent from my Nexus 7 using xda app-developers app
androidsavage23 said:
I sadly broke my Nexus 7's(2013) screen and digitizer in less then 5 days. Shameful I know, but anyways I contacted Asus since there wasn't anything else I could do. Their customer service set me up with a representative within 5 minutes. I explained my problem and he told me that they can fix it but it may cost me. There wasn't another option so I said okay. So they sent me an email with a form and told me to ship my Nexus to a Asus repair facility. I did and within in a week they sent me it back and fixed the screen and digitizer for FREE! Yes free well unless you count the shipping which was a small price to pay for fixing the device that wasn't their fault in the first place. Anyways if any of you have problems contact Asus I'm pretty sure they can help you. I'm so happy thought I lost my Nexus.
Click to expand...
Click to collapse
That great to hear ASUS did that... +1 for Asus
Walmart sold me a 2 year accidental glass break/water damage warranty coverage for $28 it was a heck of a lot cheaper than Best Buys 2 year warranty at $70 so I got it. Hopefully if anything happens to the device its easily covered and ill get a new one instead of something fixed.
Off Topic - Does anyone have any experience with Walmart warranties they can share?
Asus was nice and pleasant to deal with.
I had to RMA one of my TF101s three times. It was the contracted repair shop (in Texas) who didn't fix the issue the 1st/2nd time.
They just re-flashed the stock image and sent back to me saying no-problem-found (I carefully documented the issue and suggested
they replace the mainboard due to faulty flash-storage). The 3rd time, I talked to Asus/San Jose directly and they asked the shop to
replace the board. It works beautifully since.
On the 1st RMA, somehow I unexpectedly got a new charger in the mail, from Asus (the issue was the unit didnot power on
even when plugged in). The 1st time I sent it out, it had a customROM onboard .. haha.
I've also only had good experiences with asus technical service. When my pc motherboard failed after a year, new one free!
Good to hear you had such a good experience with Asus.
Matrix_19 said:
Is it the same device or a new one?
Same device
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Click to collapse
Good to hear. :thumbup:
The way things are looking right now they're going to get very busy very soon..
I had a terrible experience with my N7 (2012) and Asus. Sent it in for a bad screen, and took 2-3 weeks to get it back. Glad to hear they're getting better
Sent from my Nexus 4 using Tapatalk 2
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
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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.
Click to expand...
Click to collapse
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
Click to expand...
Click to collapse
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.
Click to expand...
Click to collapse
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.
Click to expand...
Click to collapse
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.
Click to expand...
Click to collapse
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 ?
Click to expand...
Click to collapse
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!
Yesterday I got a request from Huawei to answer a survey. It popped up on my home screen.
Is this new? I haven't seen it mentioned here.
Naturally I have taken the opportunity to point out my two major complaints about the Mate 9 - the dishonest claim that it uses the Galileo satellites, and the various problems with notifications.
If others are getting the same message, it would be good to use the opportunity to mention these or other problems.
For me it is lying about ufs 2.1 and lockscreen notifications. Rest is gold
Never got a survey request.
Required assistance once (device constantly booting in emergency mode) Turn around was super fast. Courier picked device Monday, Tuesday arrived to the repair center. Wednesday was repaired. Thursday shipped to me. Friday arrived.
Repair center works with Huawei and Samsung. Although the turn around was excellent they did request my Google credentials to test the device (I refused) and didn't return my ejector tool.
All around can't complain. Local number, repair center in my country of residence, support line has extended working hours, communication was good. Didn't spend a dime, all done under warranty.
Very happy with the device. Hardware is top notch. Coming from iOS I quite enjoy EMUI. Headphones are loud but feel cheap and tent to distort at max volume.
Sent from my MHA-L29 using XDA Labs
Hey, I bought my 6P from dwidigitalcameras.com and it was all fine until I got the bootloop problem that some people have gotten. Luckily for me, I had about 2 weeks of warranty left. I contacted them and they approved the RMA so I sent it off at the end of September. They verify that it's rekt and send it off to Google to be repaired.
Now I've been told that there's no estimated date that it'll be fixed by (which I assume to mean that they ran out of time to send the phone off to Google) and they're offering me a refurb'd HTC 10 EVO 32GB as a replacement. They estimated 4-6 weeks for the repair (it's been over 6 weeks now).
The thing is that I reaaaalllly liked my 6P and while it's being fixed I'm using my old Nexus 5 so I'm not without a phone. The screen, front facing speakers, placement of the fingerprint reader and overall look of the 6P are what's making me want to wait for it to be fixed/replaced rather than take the 10 EVO. I don't want to have to go out and buy another case for the new phone that I'm not that excited about owning and I'm also not super keen on taking a refurb as a replacement.
What do you think I should do? They're pushing me toward the HTC and I've already said no but they've asked me to take it again. Is there anything I can do if they say they can't fix it (I live in Australia but I don't know much about the consumer law)?
TL;DR: Bootloop > Approved RMA > They repeatedly offered me another refurb as replacement. What do?
My 6P got the battery problems while still under warranty (In the Netherlands we have 2 years warranty). I RMA'ed the phone and was told they would fix it. After a couple of weeks they contacted me, saying the replacement parts would take a month to arrive and offered me a replacement Mate 9, or to wait longer. I then replied back that I needed a phone now, but that the Mate 9 didn't feature what I initially bought the 6P for and that I would never want a Huawei device again. Then they offered me to return the money I had paid for the 6P 2 years ago. So I accepted that and now I have bought a new Pixel 2.
hubhib said:
My 6P got the battery problems while still under warranty (In the Netherlands we have 2 years warranty). I RMA'ed the phone and was told they would fix it. After a couple of weeks they contacted me, saying the replacement parts would take a month to arrive and offered me a replacement Mate 9, or to wait longer. I then replied back that I needed a phone now, but that the Mate 9 didn't feature what I initially bought the 6P for and that I would never want a Huawei device again. Then they offered me to return the money I had paid for the 6P 2 years ago. So I accepted that and now I have bought a new Pixel 2.
Click to expand...
Click to collapse
Have you bought it through third party?
I have the same situation like you and I can RMA through my dealer or huawei.
Who refunded you?
I've got a PIXEL (1) so I have enough time to wait and fight for a refund [emoji12]
Gesendet von meinem Nexus 5 mit Tapatalk
My phone suffered a bootloop and after a month, Huawei advised me they no longer supply the parts for the Nexus 6P and I too was offered the Mate 9 as a replacement. I took them up on the offer as it was a brand new phone and I needed a replacement.
It's a very good phone to be fair.
Sent from my MHA-L29 using Tapatalk
aindow said:
My phone suffered a bootloop and after a month, Huawei advised me they no longer supply the parts for the Nexus 6P and I too was offered the Mate 9 as a replacement. I took them up on the offer as it was a brand new phone and I needed a replacement.
It's a very good phone to be fair.
Sent from my MHA-L29 using Tapatalk
Click to expand...
Click to collapse
I've sent in my phone to HUAWEI (repair service ESS ESC in GERMANY) on 16.11.2017.
Status is "waiting for spare parts" and I don't think they will receive parts in a reasonable time.
Today I claimed the repair time and asked for a new or other device.
Maybe they will offer a replacement and I think it will be a MATE, but I don't know if 9 or 10.
Sui77 said:
I've sent in my phone to HUAWEI (repair service ESS ESC in GERMANY) on 16.11.2017.
Status is "waiting for spare parts" and I don't think they will receive parts in a reasonable time.
Today I claimed the repair time and asked for a new or other device.
Maybe they will offer a replacement and I think it will be a MATE, but I don't know if 9 or 10.
Click to expand...
Click to collapse
I've had my mate 9 a couple of months now and think it's definitely a worthy upgrade. The supercharge function really works well for fast charging. The phone itself has an awesome battery even for me, a heavy user.
Sent from my MHA-L29 using Tapatalk
aindow said:
I've had my mate 9 a couple of months now and think it's definitely a worthy upgrade. The supercharge function really works well for fast charging. The phone itself has an awesome battery even for me, a heavy user.
Sent from my MHA-L29 using Tapatalk
Click to expand...
Click to collapse
I've got a MATE 9 as exchange.
However, I'm not sure what to do.
The camera is not so sharp, I liked tha 6P more.
Sui77 said:
I've got a MATE 9 as exchange.
However, I'm not sure what to do.
The camera is not so sharp, I liked tha 6P more.
Click to expand...
Click to collapse
Check the settings and play around with the camera. I find it takes some beautiful shots. If you're still not happy I guess you could always sell it.
Oh, I was able to register mine for the extra year's guarantee and three months free screen replacement cover through the Huawei HiCare app.
Sent from my MHA-L29 using Tapatalk
Unfortunately, I doubt they will ever receive the parts to repair your 6P, considering people's reports here and on reddit. You should try to get a refund if you're not willing to take the HTC...
I sent my 6P to the new Huawei Customer Service in Paris on October 27th after an approved repairer failed to change my battery and damaged both the screen and the motherboard. My phone stayed there for 1 month and a half but they never received the motherboard to repair my 6P. There was a shortage of Mate 9 so I got a P10 Plus instead.
@licha26
Yes, you are right, there are no spares so Huawei sends out replacements (communication infront =0)
The Mate 9 ist nice but without custom roms and HDR+
The P10+ was send out also in Germany for a while, but I got a Mate
P10+ would have been better because new, in closed box and with higher resale value.
I think I will contact my dealer what to do, maybe they will offer a special for a Pixel 2.
Sui77 said:
@licha26
Yes, you are right, there are no spares so Huawei sends out replacements (communication infront =0)
The Mate 9 ist nice but without custom roms and HDR+
The P10+ was send out also in Germany for a while, but I got a Mate
P10+ would have been better because new, in closed box and with higher resale value.
I think I will contact my dealer what to do, maybe they will offer a special for a Pixel 2.
Click to expand...
Click to collapse
I miss my 6P camera too because pictures were great without needing to tweak anything. But it's great to have portrait and wide aperture modes.
About custom roms, well... we have the chance to have Oreo updates with Treble implementation so there might be some action in the coming months...
Just sold my MATE 9 on eBay for 350 euros.
Fine for me now.
I will finally switch from NEXUS 5 to PIXEL 1 this weekend.
Gesendet von meinem Nexus 5 mit Tapatalk
The service from Huawei is really ****ty. I had my phone under warranty, but the battery had already hung up, and on top with that I dropped the phone on one instance, and broke the display. Now they are claiming that the phone is out of warranty as the display is broken!! On top of that, they sent the phone back saying they are not getting parts from Huawei anymore to replace the damaged display!!!!