Database Users

My email to HTC about dust under my screen etc..

Hi, I had my Nexus One for about 4 weeks when I discovered dust under the screen. I rang the service centre who said because my phone was over 2 weeks old I couldn’t have a replacement only a repair. I sent it in for repair and it came back a week later.
I checked the phone over and it looked fine. Then 3 days later I noticed that the dust had come back again. Naturally I was very unhappy as the repair was obviously not carried out correctly or there was a fault with phone.
I then contacted the service department again to tell them I was very unhappy with the repair and what could I do to escalate the issue. I was told by Lee after he had spoken to an escalations manager that I could have a doorstep exchange. That was supposed to happen on the Wednesday.
I waited in all day for the replacement and it never arrived. I rang the service department again to ask where my phone was and was told that a doorstep exchange was not available in the UK and should not have been promised to me. They said that I had to send the phone in again for repair. I explained to them that I was not happy with the service I was getting and that I wanted to take it further. All they could offer was to have the phone looked at again and see if they could replace it.
So I sent it in again for repair and after they had had it for 4 days I rang to see what was happening as I had heard nothing. I was told that I could have a brand new replacement phone and I would receive it Friday. It came Friday and I was happier now I had a phone without dust under the screen. That was until I used it when the lighting in the room was low. I then noticed that the soft key lights were not illuminating. I really could not believe this from a supposedly brand new phone.
So yet again I rang the service department explained my problem to Sebastian and he said that the service I had received was not good enough and he would pass it onto his escalations manager and that he would ring me Monday morning which is today. He didn’t ring Dominic did and said that my phone would have to go for repair again.
At this stage I am now that fed up with the whole thing I could not be bothered arguing anymore, as over the weekend the phone had got dust under the screen just like my last one had. So today I am sending my phone in again. It also means that the service centre has had the phone longer in their possession than I have had since owning it.
I like the phone just not the quality of the build of it and also the outcome of service from the service centre.
I would like someone to contact me and explain why I have had so many problems and also insurance that I will have a working phone eventually.

johnboywilson said:
Hi, i had my Nexus One for about 4 weeks when i discovered dust under the screen. I rang the service centre who said because my phone was over 2 weeks old i couldnt have a replacement only a repair. I sent it in for repair and it came back a week later. I checked the phone over and it looked fine. Then 3 days later i noticed that the dust had come back again. Naturally i was very unhappy as the repair was obviously not carried out correctly or there was a fault with phone. I then contacted the service department again to tell them i was very unhappy with the repair and what could i do to escalate the issue. I was told by Lee after he had spoken to an esculations manager that i could have a doorstep exchange. That was supposed to happen on the Wednesday. I waited in all day for the replacement and it never arrived. I rang the service department again to ask where my phone was and was told that a doorstep exchange was not available in the UK and should not have been promised to me. They said that i had to send the phone in again for repair. I explained to them that i was not happy with the service i was getting and that i wanted to take it furthur. All they could offer was to have the phone looked at again and see if they could replace it. So i sent it in again for repair and after they had had it for 4 days i rang to see what was happening as i had heard nothing. I was told that i could have a brand new replacement phone and i would receive it Friday. It came Friday and i was happier now i had a phone without dust under the screen. That was until i used it when the lighting in the room was low. I then noticed that the soft key lights were not illuminating. I really could not believe this from a supposedley brand new phone. So yet again i rang the service department explained my problem to Sebastian and he said that the service i had received was not good enough and he would pass it onto his escalations manager and that he would ring me Monday morning which is today. He didnt ring Dominic did and said that my phone would have to go for repair again. At this stage i am now that fed up with the whole thing i could not be bothered arguing anymore, as over the weekend the phone had got dust under the screen just like my last one had. So today i am sending my phone in again. It also means that the service centre has had the phone longer in their possession than i have had since owning it.
I like the phone just not the quality of the build of it and also the outcome of service from the service centre.
I would like someone to contact me and explain why i have had so many problems and also an insurance that i will have a working phone eventually.
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Click to collapse
HOLY SH!!!!!!
Ever heard of PARAGRAPHS?

Im sorry to hear this bro :-( that's sad how customer service was handled very poorly. That's one heck of a luck you got.
@Paul LOL you think after all this guy has been through, he cares bout paragraphs? I probably be typing with CAPS.

Paul22000 said:
HOLY SH!!!!!!
Ever heard of PARAGRAPHS?
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Click to collapse
haha agreed... i had to follow along with a finger..
in any note.. my debacle is this... had everyone gotten the N1 for say the upgrade price of 179, would there be as much commotion over things. I think part of the unhappiness comes from spending so much on such a fine piece of tech. Dont get me wrong i agree with the OP 100% and would be just as ticked off, but I think that there comes a time when it is fine to say, screw this, just tell me what I need to do in order to make you guys work for my benefit.
let us know how the situation pans out.

you are not the only one here... i got dust, and sent to be replaced. then, the same one came back.. whats worse, the phone rattled. so, i sent it back for refund. heard nothing from them during the following 10 days after the delivery was made. i called back. they told me the phone was lost. FTW. the only solution they have now is ESCALATION...
Still waiting..

Hope you get a resolution soon.
Just out of info where are you returning the phone to? Are the service centres in the UK?

Sorry it was paragraphed in my original email. Had to copy and paste into note pad and forget to check it before posting.
I really only posted to see if anyone else had as many issues as i did.
Yes i could very nearly have typed it all in CAPITAL LETTERS!!! I was mad..

redmongoose said:
Hope you get a resolution soon.
Just out of info where are you returning the phone to? Are the service centres in the UK?
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Click to collapse
Yes UK Milton Keynes.

palosjr said:
haha agreed... i had to follow along with a finger..
in any note.. my debacle is this... had everyone gotten the N1 for say the upgrade price of 179, would there be as much commotion over things. I think part of the unhappiness comes from spending so much on such a fine piece of tech. Dont get me wrong i agree with the OP 100% and would be just as ticked off, but I think that there comes a time when it is fine to say, screw this, just tell me what I need to do in order to make you guys work for my benefit.
let us know how the situation pans out.
Click to expand...
Click to collapse
Yes this is the first time i have bought a phone out of conract.
Maybe i have learnt a lesson!

w00yee said:
you are not the only one here... i got dust, and sent to be replaced. then, the same one came back.. whats worse, the phone rattled. so, i sent it back for refund. heard nothing from them during the following 10 days after the delivery was made. i called back. they told me the phone was lost. FTW. the only solution they have now is ESCALATION...
Still waiting..
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Click to collapse
Oh crickey, i feel a little better now reading your post..

Do you by any chqnce have a picture of the dust under the screen? Id really like to see what this is all about

Check here:
http://forum.xda-developers.com/showthread.php?t=613115

johnboywilson said:
Hi, i had my Nexus One for about 4 weeks when i discovered dust under the screen....
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Click to collapse
Holly sh..* I would start to hate this phone ..actually, after that I don´t even dare to search for any dust .....

JoshHart said:
Do you by any chqnce have a picture of the dust under the screen? Id really like to see what this is all about
Click to expand...
Click to collapse
Its away for repair again!

w00yee said:
you are not the only one here... i got dust, and sent to be replaced. then, the same one came back.. whats worse, the phone rattled. so, i sent it back for refund. heard nothing from them during the following 10 days after the delivery was made. i called back. they told me the phone was lost. FTW. the only solution they have now is ESCALATION...
Still waiting..
Click to expand...
Click to collapse
I'd be disputing the purchase charge with my card issuer if I were you!

I had a similar issue. i tried purchasing aNexus with my Paypal Card but since it was over $500, it was declined by paypal since i had some limitations!
then i used my bank accounts debit card and tried to purchase the phone again, the shopping cart showed me 1 Nexus one phone. very good, i went through with the purchase and a few hours later i receive an automatic email stating the first purchase has been re initiated since the card was changed.
So now i had purchased 2 phone after various emails and complains, the only solution they told me was to send one of them back without opening it. and so i did. a max of 14 days was expected for the refund.
i called Several times in between those days ad said the payment should be coming soon, 16 days passed and nothing so i called again and sent google and email and i received a refund of $521 and not the $560 i paid. i emailed google and told them that the item was never opened and they told me i would get charged for restocking fees either and that it was never my fault to have purchased 2 phones rather than one.........
2 weeks later i receive the remaining refund of $40. a total of 1 month to get everything settled and i AM NOT RICH TO HAVE $600 taken for that long of a time.....
Not to mention, the other phone which i kept had the dust issue too, sent it back and received a brand new one cuz it was under the 14 days. but it had the same dust issue too. i just decided to keep it and every once in a while i get a piece of computer paper or note cards and clean it with it! YUP! thats what i do. UGhhhhh

Rusty! said:
I'd be disputing the purchase charge with my card issuer if I were you!
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Click to collapse
Well thats another story which i dare not go into

minogue said:
I had a similar issue. i tried purchasing aNexus with my Paypal Card but since it was over $500, it was declined by paypal since i had some limitations!
then i used my bank accounts debit card and tried to purchase the phone again, the shopping cart showed me 1 Nexus one phone. very good, i went through with the purchase and a few hours later i receive an automatic email stating the first purchase has been re initiated since the card was changed.
So now i had purchased 2 phone after various emails and complains, the only solution they told me was to send one of them back without opening it. and so i did. a max of 14 days was expected for the refund.
i called Several times in between those days ad said the payment should be coming soon, 16 days passed and nothing so i called again and sent google and email and i received a refund of $521 and not the $560 i paid. i emailed google and told them that the item was never opened and they told me i would get charged for restocking fees either and that it was never my fault to have purchased 2 phones rather than one.........
2 weeks later i receive the remaining refund of $40. a total of 1 month to get everything settled and i AM NOT RICH TO HAVE $600 taken for that long of a time.....
Not to mention, the other phone which i kept had the dust issue too, sent it back and received a brand new one cuz it was under the 14 days. but it had the same dust issue too. i just decided to keep it and every once in a while i get a piece of computer paper or note cards and clean it with it! YUP! thats what i do. UGhhhhh
Click to expand...
Click to collapse
Oh god im hearing some stories now ive posted this!
I have another story regarding the buying of it which is also a nightmare

HTC basically stole my Nexus One...I'm so glad the next Nexus is made by Samsung !

Hello everyone,
I want to share with you my worse-than-a-nightmare experience regarding the HTC support.
My current ticket number is 10USD420004057 in case someone from HTC actually bothers to read this.
I bought my Nexus One the day it was launched, making great efforts to ship it from the US to my country. Then it accumulated a lot of dust under screen and I have decided to let HTC take care of this problem under warranty. I have arranged a phone swap and they sent me a replacement phone. The replacement was basically in "ran by a truck" condition: scratches everywhere, the rear cover would not fit properly ! I have then decided to send the replacement back and send my own phone for repair.
After they finally repaired my phone (about one month later !) they sent it to a wrong address. It was lost. But this is not all ! My previously opened support tickets were changed from my name to another name and there was basically no evidence that I sent my phone to them ! Luckily I had the email notifications from those tickets and also the Google Checkout invoice and I sent them to HTC. Then they said they figured out the problem and they would send a replacement phone over to me. To get to this point, I called every 2-3 days for about a month !
Since then, I keep calling every 2-3 days and also sending emails to them after each call. Every time I call they say "there are no updates". This is happening for over a month !
So my phone is forever lost at HTC and they don't want to send me my phone or another phone back. From the 10 months since I had my Nexus One, it has spent 3 months at HTC before finally being lost.
So I have spent $530 + tax + shipping only to have HTC withold my phone forever.
Right now I am saving money for a Samsung Nexus S but I will still keep calling them every 2-3 days until maybe someone from HTC solves the problem.
This was my nighmare with HTC. My advice to you is DO NOT buy HTC phones ever ! If you ever have a problem with your phone, you're screwed.
PS: when I traveled to the US last year, a friend of mine entered an Apple store with his defective capacitive touchscreen on his first-generation iPhone. They gave him a new iPhone on the spot, in 10 minutes.

Sorry to hear about you're situation mate, sadly things like that can happen. Luckily i've had good experiences, sometimes mentioning legal action can motivate people to send equipment via special delivery
My work gave me a galaxy s which I am loving, shame its got no flash but im looking forward to the nexus s
Sent from my EVO using XDA App

I would contact my credit card issuer, personally.

oh man,this is phucked

that's a horrible situation, but it's believable. I've also heard about the replacement service with Apple. How awesome would that be?!?
On a different note, I'm going to laugh if they release a phone with 2.3 on it, before pushing an OTA to the Nexus One. hahaha

Happened to me, and possibly many other users. Their warehouse is so incompetent that it is not even surprising to hear something like this.
The way I got my phone back: talk to the floor supervisor immediately after the phone call is connected. Then threaten him/her that I'm writing to the newspaper/local stations.
After maybe a month or two, you should have someone contacting you. It took me 5 weeks of doing that, every day.

Contact your credit card company and initiate a chargeback for non delivery. Explain the details of the situation and be sure to explain the length of time its been, and the constant promises of rectification; and specificlly that they have never called you back to let you know whats happening.
If they agree the chargeback, then put a list of the events that have happened, and the people you've spoken to and email a copy with a complaint to the CEO of HTC, and whoever used to be responsible at google for the sale of nexus's just for good measure
comments like 'ill never buy a HTC again' arent that effective in complaint letters, use commnets like 'I appreciate in a large organisation errors can occur and are not always spotted, but i am astonished that once it was brought to your attention your company was incapable of dealing with the situation.'. You can also mention writing to the local press, and wether they would like to be quoted on a response.
Humiliation usually works
You never know your chargeback might go through and they might send u a nexus as a good will gesture.

OP- "After they finally repaired my phone (about one month later !) they sent it to a wrong address. It was lost"
That could easily have been the FedEx delivery man's fault instead of HTC. You need to get a FedEx tracking # from HTC and see the address on it to find out if HTC messed up writing the address or if the FedEx driver messed up delivering it.
I used to work at FedEx and knew of a courier that, eventually, got fired because he knew which boxes were iPhones, not deliver them, but say he did in the computer system, and sell them on craigslist.

does this apply for swap replacements? I went with the swap method, where they place a hold on my credit card. i really need the phone asap. What do you guys think, could they screw me up over? say they never received the package when i send it or what not? i would hate to have a wasted 530 on my credit card statement..

i just realized, if you do the swap method, what happens when they receive your phone they decide its not covered under warranty. do they ask for you to mail back their phone or do they say "eff u. u got a new phone, we're gonna keep your old one and charge you that 530 and tax"
i really hope its not the latter. if its out of the warranty, i rather them ask me to send the phone back and get my messed up one back.

im also getting a warranty swap. phones having some trouble reading a sim.
i've been googling and alot of people seem to have some issues with warranty replacement. some say the phones they receive are in worse condition than their old ones. that its has scratches all over the place. this def does not make me feel good. worse cause the cs lady assured me i wont be able to tell the difference between a new phone. lets hope thats true..

HTC Support was great for me!
I sent my nexus one in last thursday to have the power button repaired, they got it the next day and sent me an email that it was being repaired. This Tuesday I checked the repair site and it said it was repaired, I received it the same day, 5 DAYS, Awesome, I thought. Seems they replaced everything except the mother/logic board. My old screen let dust in between screens, had several dings in casing and digitizer was loose. It came back perfect in less than a week, hope you case turns out ok. I have only good things to say about them so far. And all this was at no cost on a phone i bought used.

I had horrible htc experience myself. They also lost my return phone, after 100 phone calls and few weeks later they found it. bunch of idiots over there.

did they apologize and try to make it up to you?
did you do a swap or a repair? i dont understand how a multimillion dollar corporation would be this disorganized..

Just another reason to avoid HTC for the time being. Sorry for your troubles. I hope they send you your N1 back or what you paid for it.

My phone kept rebooting every few seconds so I sent it in. They sent it back and it had the same problem. So I sent it in again. They sent it back a second time with the same problem. I called support again and they asked if I wanted to send it in again to see if they can fix it. I opted for a swap and got a different phone.

Im sorry ur having troubles at htc that does suck but ur glad the next nexus is made by samsung? Not tryin to be a **** but wtf are u smokin? That phone looks like a shiney turd an samsung phones are cheap pieces of ****. Im sorry but samsung doesnt deserve to use the nexus name that belongs to HTC who makes the best phones whether u like them or not.

worker1 said:
My phone kept rebooting every few seconds so I sent it in. They sent it back and it had the same problem. So I sent it in again. They sent it back a second time with the same problem. I called support again and they asked if I wanted to send it in again to see if they can fix it. I opted for a swap and got a different phone.
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Click to collapse
This is what I am worried about. I opted to not have a swap sent to me on the off-chance that HTC pulls a "your bootloader is unlocked so we are keeping your 530 bucks" or a sneaky "this is not covered by warranty" trick.
If my phone comes back and still reboots randomly, I am going to call back, opt for a swap and assume that since the first time it was covered by warranty, it should be covered again for the exact same problem (hoping logic is not lost on HTC).
I wish they sent a shipping number when the phone was done. It has been sitting as "repaired" for a couple days now.

I called HTC and told them my phone was randomly rebooting. They sent me an email while on the call with a prepaid fedex label and gave me my ticket number. I mailed it out the next day using the printed prepaid label. I got an email next day that they received my phone. 3 days later I got an email saying the phone was repairs under warranty at no cost and was shipped back. 2 days later the phone was in my hands no issue. Took about 5 days or so but 2 of those were non business days. So I have to say, no arguments about HTC at all here

All is well here...got it today. Relocked bootloader too.
Sent from my Nexus One using XDA App

Google RMA process getting slower?

Hate to admit it, but this is my third RMA. I did a couple back in July and still had issues. So decided to wait a month or more and try one more RMA.
My first two RMAs with Google were pretty quick. I called them, got the link request the replacement. It took them about one business day to ship it and they'd send it 2 day delivery. So the entire process from the time I called to receiving the replacement was just 3 days on both of those RMAs. And that was when Google was up to their elbows in new orders and replacements.
I would have thought almost 2 months later things would settle down. But I started an RMA on Tuesday and it's Friday and they haven't even shipped it yet.
Anyone else do any RMAs this week?

Ravynmagi said:
Hate to admit it, but this is my third RMA. I did a couple back in July and still had issues. So decided to wait a month or more and try one more RMA.
My first two RMAs with Google were pretty quick. I called them, got the link request the replacement. It took them about one business day to ship it and they'd send it 2 day delivery. So the entire process from the time I called to receiving the replacement was just 3 days on both of those RMAs. And that was when Google was up to their elbows in new orders and replacements.
I would have thought almost 2 months later things would settle down. But I started an RMA on Tuesday and it's Friday and they haven't even shipped it yet.
Anyone else do any RMAs this week?
Click to expand...
Click to collapse
The whole process has gone to s#! *, my first rma at the beginning of august I got labels, rma form, and replacement shipped the same day. 2nd rma I called Google and they told me a rep would call me back to take my info down. Never got the call and had to call them back. A whole lot of phone and email tag trying to get all my forms and labels just to get a replacement
Sent from my Black "Destroy Mode" Nexus 7

Oh yeah. I just realized I haven't even gotten the email with the return labels. That usually comes at the same time as the email for the replacement order.
Guess I'll have to call Google and find out what happened to the RMA.

Call once more, if nothing happens then file a complaint with the BBB.

Ravynmagi said:
Hate to admit it, but this is my third RMA. I did a couple back in July and still had issues. So decided to wait a month or more and try one more RMA.
My first two RMAs with Google were pretty quick. I called them, got the link request the replacement. It took them about one business day to ship it and they'd send it 2 day delivery. So the entire process from the time I called to receiving the replacement was just 3 days on both of those RMAs. And that was when Google was up to their elbows in new orders and replacements.
I would have thought almost 2 months later things would settle down. But I started an RMA on Tuesday and it's Friday and they haven't even shipped it yet.
Anyone else do any RMAs this week?
Click to expand...
Click to collapse
I did one almost a week ago and still hasn't shipped... So I feel where you're coming from.

WackyClash said:
I did one almost a week ago and still hasn't shipped... So I feel where you're coming from.
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Click to collapse
I didn't call, figure since is Friday I'll just wait to next Monday to find out what is happening. Perhaps they are waiting on the next C9O batch from ASUS.

I called Google and it turns out their system went down and existing replacements got stuck in the queue. He said he'll need to escalate my issue to get my replacement unstuck from the queue.

Got this shortly later from Google...
Hi,
We're aware of an issue preventing shipment of advance replacement devices
and are working on a fix.
Please rest assured that this delay will be accounted for when calculating
the deadline for return of your original device.
Apologies for the inconvenience.
Regards,
The Google Play Team
Click to expand...
Click to collapse

Ravynmagi said:
I called Google and it turns out their system went down and existing replacements got stuck in the queue. He said he'll need to escalate my issue to get my replacement unstuck from the queue.
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Click to collapse
At least u didn't get a "ghost" unit. When I went to get an rma on my second unit (screen lift and dead pixels) Google said they couldn't find my n7 in their system. So it took me a week and a half before they got it resolved and sent me a new one
Sent from my Rooted, LazyPanda, White "Destroy Mode" Evo

Yeah,I also called them this morning and receive that same email.
I placed my original RMA request on 8-31. Every day I call them and they tell me the same story.. That they are escalating my order to another department that is dealing with the shipments of RMA's and nothing every happens. I call everyday.
Hi ,
Thank you for contacting Google. It was a pleasure getting to speak with
you today. As promised, I've forwarded your case to a specialist to begin
working to resolve your issue as soon as possible.
We're aware of an issue preventing shipment of advance replacement devices
and are working on a fix.
Please rest assured that this delay will be accounted for when calculating
the deadline for return of your original device.
In the meantime, if you come across any other information that you'd like
to pass along, please feel free to reply to this email. Your responses
will automatically go to the specialist working on your case.
Apologies for the inconvenience.
Regards,
The Google Play Team
Ravynmagi said:
Got this shortly later from Google...
Click to expand...
Click to collapse

Geez, not good to hear this has at least been going on since August 31st and still isn't fixed. Google had no problem putting a hold on my credit card though.
They told me to call again if I don't hear anything by Thursday.

I just called and they said it's stuck in a pending state as well. Guy said he would email my case specialist and I should get an email back.

Hmm...that sucks. I have been contemplating RMAing my N7 lately. I've always had very slight screen lift, but it never really bothered me. I removed 2 screws under the area where the lift was, and later removed the sponge strip. That fixed it 90% of the way. But the last few weeks I get the unresponsive touch screen, and have to turn the screen off, then back on. That fixes it completely, until it happens again. I've flashed a few ROMs and kernels, and it's a lot better now, but still happens daily.
If/when I hear that new units aren't plagued with defects, I may RMA.
So if I ordered from the Play Store and request an RMA, they'll send me a new one first, place a $199+tax hold on my CC, and wait for me to return mine, correct?
What if I get the new one and it's worse, and I want to return IT? Does that create a bigger problem?
Thanks, and keep us up to date on your situation please
Edit: Is it possible to RMA an 8GB model, and request the new one be a 16GB, and pay the difference?

jaycustom said:
If/when I hear that new units aren't plagued with defects, I may RMA.
So if I ordered from the Play Store and request an RMA, they'll send me a new one first, place a $199+tax hold on my CC, and wait for me to return mine, correct?
What if I get the new one and it's worse, and I want to return IT? Does that create a bigger problem?
Thanks, and keep us up to date on your situation please
Edit: Is it possible to RMA an 8GB model, and request the new one be a 16GB, and pay the difference?
Click to expand...
Click to collapse
The hold they put on your credit card is only the cost of the device, no sales tax. So for the 8GB model it would only be $199 total. They hold with my bank usually goes away in less than 2 days.
Google rep told me that if the replacement also has issues they still wanted me to return the original and then do another RMA on the replacement.
You have 3 weeks to return the device and normally the RMA process is pretty quick. So you could still hold on to the original while doing another RMA on the second, so long as you get that original back within the 3 week window.
For the last item, you can ask, but doubtful.

Ravynmagi said:
The hold they put on your credit card is only the cost of the device, no sales tax. So for the 8GB model it would only be $199 total. They hold with my bank usually goes away in less than 2 days.
Google rep told me that if the replacement also has issues they still wanted me to return the original and then do another RMA on the replacement.
You have 3 weeks to return the device and normally the RMA process is pretty quick. So you could still hold on to the original while doing another RMA on the second, so long as you get that original back within the 3 week window.
For the last item, you can ask, but doubtful.
Click to expand...
Click to collapse
Cool, thanks for the info man!
So what you said..."Google rep told me that if the replacement also has issues they still wanted me to return the original and then do
another RMA on the replacement."
If I got a replacement that was worse(dead pixels, blown speaker) than my original (screen lift) I would have to keep the crappier one and give them my original N7 per the RMA...then start an RMA on the crappy replacement that I now am stuck with for an unspecified amount of days? That would suck. I've heard many stories of the replacement having more/worse defects than the original. Well, when or if the N7 starts to ship mainly defect free, I might RMA. Until then, I just have a really bad feeling that I have over a 50% chance my replacement will have more/worse defects. I guess I'll just keep mine, while keeping a lookout for better quality batches in the future. Thanks again man, good luck on the new Nexus.

Replacement Device being shipped.
Just a update. I received the shipping email this morning.. Whoo hoo.
Submitted RMA request: 08/31
Shipped new device: 09/12
The Authorization fell off out cc account but Google reran the authorization again today.
Ravynmagi said:
Geez, not good to hear this has at least been going on since August 31st and still isn't fixed. Google had no problem putting a hold on my credit card though.
They told me to call again if I don't hear anything by Thursday.
Click to expand...
Click to collapse

Google has lost there mind..
im waiting for them to send me a replacement device for a replacement that came damaged. THEY HAVE A GRAND of my money.. HOW Do they feel this is ok to do ...
GOOGLE I HOPE YOU WATCHING This forum . your layal customers are very upset . and APPLE IS LOVING EVERY MINUTE.

I just received my replacement today (sent the RMA request on September 4th) and it is a C50K with 2 dents on the bottom (1 big and 1 barely noticeable). The border around the screen is blue instead of black and on the inside there are fingerprints everywhere. The screen is still raised on the left side but at the moment it isn't loose and creaky (yet).

Received RMA Device
Just another Update.
I received my Replacement device yesterday. Same issue. Left part of screen is raised and its a C80.
So off to send original one back and do this process all over again

I got my replacement yesterday too. It's a C8O and sadly it's got the screen lift on the left side, quite noticeable lift.
This is my third and last RMA. Sadly I'm just gonna have to accept it and live with it. I'm still happy with it for $250, just physical flaws bother me a bit. Oh well.

Bootloop, LG and Farewell

Well, it's happened on Monday. Was using my phone and bloop....screen goes off and that's the last time it worked. Gradually got to the stage where it wouldnt even loop but my 5x is dead. RIP.
So, being out of warranty and all I sent an email to LG to see how much it would cost to repair. Reply came back with a series of questions but no "reply to" address. That's one way of hiding from the problem I suppose. For a company to try and avoid their responsibilities for a screamingly obvious hardware flaw is way out of order. At least Samsung had the guts to put their hands up.
Sharing this as part of the grieveing process in a way for the old Nexus devices. Had a 4, a 7 and then a 5x. The Pixels came out but when I saw their price tags and the setups it just reeked of apple (excuse the bad swearing language). Very sad really for someone who rarely went a whole week without the simple process of changing rom or setup or kernel but that was the beauty of the Nexus ethos.
Since Monday evening I have been the owner of a Moto G5 Plus. Only charged it three times since getting it. Ads are part blocked in stock, it's nippy and am moving on with my life post nexus. Trouble is it's still on 7.0 but not a big issue for me.
Anyway, thanks guys and gals for the good times. LEarnt a lot about android, poor customer service and build quality from LG and made some good friends (and enemies) on here.
Keep happy

My 5X also died from last Sunday.... I sent my phone to authorized service (Procordia in Greece). I'm waiting now when the phone will be fixed (changing motherboard).

So I know you already moved on to the G5 plus, but you should see about getting it repaired. Then you could always keep on hand as a .spare device. Mine bootlooped (a second time) well out of warranty but I filled out the RMA request on LG's website (didn't talk to anyone, just like I did the first time) and they fixed it a second time for free. I don't recall how long they did it for, but they extended the warranty
edit: should point out I'm in the US and it might not go as well in other countries

My nexus died on me yesterday, still have 3 days left in warranty. Filed 2 reports to LG to request a repair and have had no email or anything, its as if my request has vanished. This is utterly ridicolous as I need a phone and I'm currently without one and can't afford anything worth buying. Will have to resort to using my Nokia 1600. Shame on LG for being like this

You should try contacting LG via phone and that might work better. The 5X warranty has been extended to 18 months on a case by case basis since this is a hardware problem. If they won't fix it, all you did was spend time on the call, but if you are eligible to have it fixed, you'd have a spare phone.

These bootloops are getting more and more common as our phone ages. Mine froze and shut down randomly and bricked while using it a few months back. Thankfully I bought mine here in the UK from Carphone Warehouse where I sent it for repairs, got the motherboard replaced, and fixed in one week, for free with the 2-year warranty. It sucks that LG aren't willing to help you guys though.

Mine died on me earlier this year. Luckily I had some backup phones. Using my old 2013 Nexus 5 currently. I can get life from my phone here and then but it freezes and shuts down during the boot animation. I bought mine from someone off craigslist so I doubt I'd have any luck getting it fixed by Google or LG. Too bad parts are hard to come by or I would try and buy a new motherboard and replace it myself. I really do miss using the 5X though. Just got to hold off until the end of the year for the next Pixel.

My Nexus 5X also bootlooped itself to death yesterday. I purchased it January 2016 when my Nexus 5 decided to kill itself. Unfortunately I also bought a 5X for my girlfriend at the same time which I'm expecting to go anytime now. I'm currently using my Samsung Galaxy S II that I bought at launch and is still alive 6 years later. Sucks because the only new phone that looks good to me right now is the LG G6, but I don't trust LG anymore so I don't know what to replace it with. Galaxy S 8 is purdy but I don't want to deal with burn in (like on my GS2). Essential also looks nice but doesn't have a headphone jack so that's out. Might have to go Sony with it's gigantic bezels. :-\
Update: Getting a refurbished replacement from Google. Hopefully by the time this one dies there will be some more appealing replacement options.

My second 5X died few days ago. Good phone bad quality

Mine died today. Warranty expired last October but they are sending me a refurb replacement. I've had it since November 2015 and even Bought it off swappa so I feel fortunate in one way but a phone should last a lot longer than that.

Tulsadiver said:
Mine died today. Warranty expired last October but they are sending me a refurb replacement. I've had it since November 2015 and even Bought it off swappa so I feel fortunate in one way but a phone should last a lot longer than that.
Click to expand...
Click to collapse
Who did you go through? Google or LG? I bought mine from someone off Craigslist but haven't tried asking for a replacement since I've never had any type of warranty. Did you have to show any kind of receipt of buying it or anything or did they just simply say "Ok" and send you a refurbished one? Also, did you call them or email them?

jsgraphicart said:
Who did you go through? Google or LG? I bought mine from someone off Craigslist but haven't tried asking for a replacement since I've never had any type of warranty. Did you have to show any kind of receipt of buying it or anything or did they just simply say "Ok" and send you a refurbished one? Also, did you call them or email them?
Click to expand...
Click to collapse
I went through Google. All they did was ask for and run the lME number. I did not expect anything to come of it but I thought it was worth a try. I chatted online.

Tulsadiver said:
I went through Google. All they did was ask for and run the lME number. I did not expect anything to come of it but I thought it was worth a try. I chatted online.
Click to expand...
Click to collapse
Well I just might do the same. If you bought it from a third party and it died yesterday and your already getting a refurbished one, I think I may have a shot. Good to know. Thanks

Well. Some progress here too.
Decided to give LG a go but as I bought it over ebay they wouldnt entertain any warranty work but gave me their out of warranty people called SBE here in the UK.
Contacted SBE and without any commitment on their behalf the fella said that they would look at it and if its not showing signs of damage and water etc then it should be covered as they have permission to replace faulty motherboards with only postage costs.
So am packing the phone off to them and see what happens. Anybody else experienced this route? Would be worth getting it fixed just to sell the damn thing afterwards.

jsgraphicart said:
Well I just might do the same. If you bought it from a third party and it died yesterday and your already getting a refurbished one, I think I may have a shot. Good to know. Thanks
Click to expand...
Click to collapse
Sure,
the verbage is a bit intimidating saying that they are putting full price for refurbished on hold on your account to see if it is covered by warranty but what they want to do is make sure you didn't run over it or drop it from a ten story building.

Tulsadiver said:
Sure,
the verbage is a bit intimidating saying that they are putting full price for refurbished on hold on your account to see if it is covered by warranty but what they want to do is make sure you didn't run over it or drop it from a ten story building.
Click to expand...
Click to collapse
So you have to send the broken phone to them I assume?

jsgraphicart said:
So you have to send the broken phone to them I assume?
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Click to collapse
Yes, and then when they receive it and see it's not physically damaged (water, smashed screen) they refund you back the price of the phone. I didn't have to pay shipping either way.

oprah winfrey said:
Yes, and then when they receive it and see it's not physically damaged (water, smashed screen) they refund you back the price of the phone. I didn't have to pay shipping either way.
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Click to collapse
It's kind of funny they would even hold onto the price of the phone seeing as the device isn't under warranty and it would be no loss to them. I mean, what would be the scenario where they would actually charge you the amount of the phone?

jsgraphicart said:
It's kind of funny they would even hold onto the price of the phone seeing as the device isn't under warranty and it would be no loss to them. I mean, what would be the scenario where they would actually charge you the amount of the phone?
Click to expand...
Click to collapse
They send you the phone right away and give you 21 days to get the bad phone back to them. The hold is to make sure they get an undamaged phone returned to them.

Tulsadiver said:
They send you the phone right away and give you 21 days to get the bad phone back to them. The hold is to make sure they get an undamaged phone returned to them.
Click to expand...
Click to collapse
Ah, ok. Well that makes sense then. I thought they would send it to you after they analyzed the damaged one.

Worse Customer Support EVER!!

Ok so lets go back to the beginning. I ordered my one plus 8 pro on the prelaunch on the 22nd and i had issues with battery drain i thought was just me well i decided to root it once i received it and this was before really messing with it. After i rooted i realized my fingerprint scanner wasnt working and went through trouble shooting and One plus set up a remote flashing. Anyways they used MSM and tried to flash my device 4x and canceled it mid flash twice and it ended up in qualcom crash mode. I Was forced to set up an RMA over a week n half ago and they just received the phone on the 1st due to ups issues. It was inspected and my replacement was supposed to go out today and it didnt so i contacted oneplus and they had no idea what was going until i received an email a lil bit ago that they are out of stock and it can take up to 30 days for a replacement. They want me to take a refund or wait for a replacement but the problem is on the prelaunch i got the free wireless charger and bullets and they wont allow me to return them and want to deduct the price of both items. The have given me no other options. I am only making this post so that anyone who needs to RMA will now you may not get a replacement device because they are out of stock and dont keep replacements on hand.

Dewaynelives said:
Ok so lets go back to the beginning. I ordered my one plus 8 pro on the prelaunch on the 22nd and i had issues with battery drain i thought was just me well i decided to root it once i received it and this was before really messing with it. After i rooted i realized my fingerprint scanner wasnt working and went through trouble shooting and One plus set up a remote flashing. Anyways they used MSM and tried to flash my device 4x and canceled it mid flash twice and it ended up in qualcom crash mode. I Was forced to set up an RMA over a week n half ago and they just received the phone on the 1st due to ups issues. It was inspected and my replacement was supposed to go out today and it didnt so i contacted oneplus and they had no idea what was going until i received an email a lil bit ago that they are out of stock and it can take up to 30 days for a replacement. They want me to take a refund or wait for a replacement but the problem is on the prelaunch i got the free wireless charger and bullets and they wont allow me to return them and want to deduct the price of both items. The have given me no other options. I am only making this post so that anyone who needs to RMA will now you may not get a replacement device because they are out of stock and dont keep replacements on hand.
Click to expand...
Click to collapse
Theres clearly stock issues all over. Atleast they have agreed to give you a refund or a replacement dont see they issue of why they are the worst customer support. They could turn around and not replace your phone as you caused the issue....

Honestly. Just wait.
Don't return anything, just let it come.
Call them daily and become a pain in their backsides.

Bummer, but might show up sooner...

dladz said:
Honestly. Just wait.
Don't return anything, just let it come.
Call them daily and become a pain in their backsides.
Click to expand...
Click to collapse
Well guys today i was told that if i wait and something is wrong with the device i will be out of warranty to replace it again or refund so i can either get refund now or im screwed.

its ridiculous how they are trying to screw the customer over. I have bought every oneplus device since the 3 and i have called everyday and they told me today that if i dont return the headphones they will charge me for the free gifts so i have to return them if i wanted a refund and i asked if i received this new device and something was wrong would i be able to get a new device or have it replaced and they said no cause after May 31st i would receive a refurbished device and will not be able to get a refund for any purpose. I am honestly over it and thinking about switching to the pixel just because i have never had this issue when returning an item to them.

Dewaynelives said:
Well guys today i was told that if i wait and something is wrong with the device i will be out of warranty to replace it again or refund so i can either get refund now or im screwed.
Click to expand...
Click to collapse
I was just told by a OnePlus representative today that the warranty resets after a replacement device. This is really confusing that they're not telling everybody the same thing. I shipped my device today. Hoping for the best

smileguy91 said:
I was just told by a OnePlus representative today that the warranty resets after a replacement device. This is really confusing that they're not telling everybody the same thing. I shipped my device today. Hoping for the best
Click to expand...
Click to collapse
You might wanna call back I talk to the main support team and they said that all purchases have been extended to the 31st of this month and will not refund or replace any phones unless refurbished after that. The first time I called they said the same untill I talk to a guy who got ahold of the main support team and they verified that it doesn't reset just they will extend till the 31st.

Dewaynelives said:
You might wanna call back I talk to the main support team and they said that all purchases have been extended to the 31st of this month and will not refund or replace any phones unless refurbished after that. The first time I called they said the same untill I talk to a guy who got ahold of the main support team and they verified that it doesn't reset just they will extend till the 31st.
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Click to collapse
That can't be true can it?
In fact I'm pretty sure with a phone that's less then a month old you still have two years warranty.. RMA or not.
The guy who told you otherwise is talking bubbles.
You have two years end of. It's your absolute right.
Don't return anything, let the phone come back to you and you'll retain your warranty. This is their fault and that is that.

dladz said:
That can't be true can it?
In fact I'm pretty sure with a phone that's less then a month old you still have two years warranty.. RMA or not.
The guy who told you otherwise is talking bubbles.
You have two years end of. It's your absolute right.
Don't return anything, let the phone come back to you and you'll retain your warranty. This is their fault and that is that.
Click to expand...
Click to collapse
You'd prolly need to find the relevant laws to begin with, or scour their ToS and warranty info. That's a bit of time itself.
Then, you'd need to present a case with them, and who says they're remotely competent. OP customer support has legitimately been worse than google as customer support. I honestly feel it's there to put a check mark on paper.
So lets say that with said proof, they still deny it. Ok, cool. Now what? I mean, if you're fortunate, you can take them to court over it. But this isn't a small business. Some companies will legitimately draw out court cases and more, simply for the fact you'll have to give up at some point, because we all don't have hundreds of thousands waiting in the bank, and the years to process the info. By the time you even did succeed anywhere, this phone would be 5 years old at least.
In all honesty, short of gross misconduct, oneplus can pretty much do whatever they want at this moment, and there's very little recourse if any for them to deal with it.
Corporate tyranny is real. This is my first OP device, and as much I like it (minus dislikes on some) the customer service is one of the worst I have ever experienced. So much so, this will be my last OP device as well.
Sorry if none of this reads coherently, half asleep.

Truant_Luce said:
You'd prolly need to find the relevant laws to begin with, or scour their ToS and warranty info. That's a bit of time itself.
Then, you'd need to present a case with them, and who says they're remotely competent. OP customer support has legitimately been worse than google as customer support. I honestly feel it's there to put a check mark on paper.
So lets say that with said proof, they still deny it. Ok, cool. Now what? I mean, if you're fortunate, you can take them to court over it. But this isn't a small business. Some companies will legitimately draw out court cases and more, simply for the fact you'll have to give up at some point, because we all don't have hundreds of thousands waiting in the bank, and the years to process the info. By the time you even did succeed anywhere, this phone would be 5 years old at least.
In all honesty, short of gross misconduct, oneplus can pretty much do whatever they want at this moment, and there's very little recourse if any for them to deal with it.
Corporate tyranny is real. This is my first OP device, and as much I like it (minus dislikes on some) the customer service is one of the worst I have ever experienced. So much so, this will be my last OP device as well.
Sorry if none of this reads coherently, half asleep.
Click to expand...
Click to collapse
Nah I get you. Tbh any company can act in this way. I've only had to contact OnePlus 2 times and they were good.
It's the situation I think that's causing problems. Personally I'd hold fire and let it come back. Just get one of them to say that it'll happen and you'll be fine.
Or not. Just get a refund and bite the bullet on the bullets, could probably get a Xiaomi or similar device for the remainder of the money

Ok just to update this a bit. I have no idea what's going on now now I agreed to a refund and now waiting for such. They have giving me different stories bout the returns and such but i was referring to the fact if you buy a one plus device you have 15 days to get a brand new replacement or refund and after the 15days it's refurbished and no chance of refund. At first I was told that the 15days restarts once u receive the replacement but now I'm being told that all devices are covered till may 31st.

Dewaynelives said:
Ok just to update this a bit. I have no idea what's going on now now I agreed to a refund and now waiting for such. They have giving me different stories bout the returns and such but i was referring to the fact if you buy a one plus device you have 15 days to get a brand new replacement or refund and after the 15days it's refurbished and no chance of refund. At first I was told that the 15days restarts once u receive the replacement but now I'm being told that all devices are covered till may 31st.
Click to expand...
Click to collapse
Great then stick with that. Calls are recorded, you can refer to that, note the time..

dladz said:
Great then stick with that. Calls are recorded, you can refer to that, note the time..
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Click to collapse
Thanks bud I have most the chat logs in my email so that's one thing but OnePlus has a special response team that only the call reps can contact and without them contacting them they just repeat same thing.

So let me get this straight. You were having battery issues so instead of doing a factory reset or contacting customer support you took it upon yourself to root the device causing more issues? Now you're mad at OnePlus because you're getting some sort of a run around because OnePlus devices are sold out?
To be honest if it were me I wouldn't be so reluctant to hand out a free phone or a refund after you caused more issues than just battery drain. The initial problem could have been possibly fixed fairly easily had you have not tinkered with the phone. After you rooted the device they tried to flash it and it wouldn't work and you're saying it's somehow oneplus' fault? Yikes
Guess this should be a lesson learned. Don't Tinker with a device that has issues and expect 100% full compliance from the manufacturer. Just for an example I have a warranty on my vehicle and I was told if I do any self repairs my warranty is voided. You should just be happy they're offering you what they have since you have already said it was you that caused the problems outside of the battery drain.
Oh and let's not forget the fact that you want OnePlus to give you money for free items that you received when purchasing the phone. I mean for real they were free..

Update still no refund.

Dewaynelives said:
Ok so lets go back to the beginning. I ordered my one plus 8 pro on the prelaunch on the 22nd and i had issues with battery drain i thought was just me well i decided to root it once i received it and this was before really messing with it. After i rooted i realized my fingerprint scanner wasnt working and went through trouble shooting and One plus set up a remote flashing. Anyways they used MSM and tried to flash my device 4x and canceled it mid flash twice and it ended up in qualcom crash mode. I Was forced to set up an RMA over a week n half ago and they just received the phone on the 1st due to ups issues. It was inspected and my replacement was supposed to go out today and it didnt so i contacted oneplus and they had no idea what was going until i received an email a lil bit ago that they are out of stock and it can take up to 30 days for a replacement. They want me to take a refund or wait for a replacement but the problem is on the prelaunch i got the free wireless charger and bullets and they wont allow me to return them and want to deduct the price of both items. The have given me no other options. I am only making this post so that anyone who needs to RMA will now you may not get a replacement device because they are out of stock and dont keep replacements on hand.
Click to expand...
Click to collapse
That sounds like they went above and beyond to keep you happy, once you rooted it, they could have told you no replacement or refund.
Also, you will not receive your replacement for at least a couple more months, the phone is out of stock and given the current global issues I don't see them shipping out replacements any time soon.
As a previous post said, let's hope you learned a lesson and contact support BEFORE rooting.

yodasmaster said:
That sounds like they went above and beyond to keep you happy, once you rooted it, they could have told you no replacement or refund.
Also, you will not receive your replacement for at least a couple more months, the phone is out of stock and given the current global issues I don't see them shipping out replacements any time soon.
As a previous post said, let's hope you learned a lesson and contact support BEFORE rooting.
Click to expand...
Click to collapse
Actually You're wrong! It wasn't cause I rooted maybe if you read the whole thing you'd understand! They set me up with an appointment to flash the device with a flashing appointment and the guy started and stopped mid flash 3x then it got stuck in Qualcomm crash mode and he said to replace it! I have waited over a month for a refund also and the replacement as far as that I don't even want to deal with them anymore! They have no idea what goes on in this company and for over a thousand dollars you damn right I'm gonna be pissed.

Dewaynelives said:
Actually You're wrong! It wasn't cause I rooted maybe if you read the whole thing you'd understand! They set me up with an appointment to flash the device with a flashing appointment and the guy started and stopped mid flash 3x then it got stuck in Qualcomm crash mode and he said to replace it! I have waited over a month for a refund also and the replacement as far as that I don't even want to deal with them anymore! They have no idea what goes on in this company and for over a thousand dollars you damn right I'm gonna be pissed.
Click to expand...
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So you're waiting for a refund or a replacement? Did you send everything back? If you send everything back and haven't gotten the refund, dispute it with your credit card company.
Sent from my IN2025 using Tapatalk

Request replacement they told me to change it to refund cause it would be two months for a replacement and still nothing. If you want proof message me I'll send you proof. I sent everything back I have screenshotted the chats and all.