I did not learn my lesson! It took ZTE more than 30 days to repair my first Axon 7 (hard bricked, would not power up). Instead of giving up, I bought a second one only to find out that the Camera and Flashlight App (not the camera flashlight) does not work (error message "can't connect to camera, etc...."). I contacted ZTE customer service and after resetting phone to factory, deleting data/cache, etc. did not work, agent created an RMA, I shipped the phone to ZTE on 8/21, they received it on 8/24. Whenever I try to check the status of the repair online, I receive "invalid log in, contact administrator". I reported it, still not resolved.
I contacted customer service on Friday the 8/25 to make sure they received the phone, they confirmed receipt. I contacted them again on Thursday the 8/31 to check status, I was told that phone is in "Assess" stage and it will ship in 3.5 days. I contacted them again 2 days ago, 9/4 to see if it has shipped, the agent responded that the info given to me before was NOT correct, the phone is only in "Received" status and has not even been assessed! So to be blunt, the agents I communicated with before were making things up, basically lying! She promised to follow up and escalate the issue to find out why the delay. She also promised that some one will contact me by phone or email within the next 2 to 3 days. The moral of the story, don't believe everything that customer service agents tell you! In the past, their excuse was "no parts, no replacement phones", I wonder what their excuse is this time.
TheBoozer said:
I did not learn my lesson! It took ZTE more than 30 days to repair my first Axon 7 (hard bricked, would not power up). Instead of giving up, I bought a second one only to find out that the Camera and Flashlight App (not the camera flashlight) does not work (error message "can't connect to camera, etc...."). I contacted ZTE customer service and after resetting phone to factory, deleting data/cache, etc. did not work, agent created an RMA, I shipped the phone to ZTE on 8/21, they received it on 8/24. Whenever I try to check the status of the repair online, I receive "invalid log in, contact administrator". I reported it, still not resolved.
I contacted customer service on Friday the 8/25 to make sure they received the phone, they confirmed receipt. I contacted them again on Thursday the 8/31 to check status, I was told that phone is in "Assess" stage and it will ship in 3.5 days. I contacted them again 2 days ago, 9/4 to see if it has shipped, the agent responded that the info given to me before was NOT correct, the phone is only in "Received" status and has not even been assessed! So to be blunt, the agents I communicated with before were making things up, basically lying! She promised to follow up and escalate the issue to find out why the delay. She also promised that some one will contact me by phone or email within the next 2 to 3 days. The moral of the story, don't believe everything that customer service agents tell you! In the past, their excuse was "no parts, no replacement phones", I wonder what their excuse is this time.
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This is the usual rant. Pretty much customer support office out there is actual crap. They said OnePlus's was hideous, I had lots of trouble with Google's Motorola, heard some stuff about Samsung too...
I don't have customer support here, (bought it in Thailand, live in Argentina ) but I'm grateful that I didn't have any hardware trouble. I DFU-bricked it but managed to get it back to life via disassembly and all.
Hope for the best... But we all know how bad customer support is. There are a bunch of threads that say basically the same.
Sorry to hear you got screwed. Maybe I've been lucky, but ZTE Axon customer service has been good. I've RMA'd 2 phones for the camera OIS problem and both time have been efficient. I did the advanced exchange on both and they went okay. The second phone they advance exchanged it without putting any hold on my card.
pt
Yes I had no issues with them either. Hell both of the times I called them the operator seemed to actually be located in the USA
I am still waiting for the promised email/phone call. If I don't get anything by the end of the day, I will contact them again. I am happy that someone had a good experience with them, as for me, this is my second nightmare!
Related
I sent my iMate Jasjar (which had a malfunctioning digitizer) to the Topps repair center 2 weeks ago after an iMate rep told me they would have it repaired in 6 days. I called the company today and they said that "the device needed a software upgrade." I told them that I had done that per their instructions prior to my sending them the device. I was then forwarded to a tech manager who said that "diagnostics were run on my device" and again told me it needed a software upgrade, and it would cost me $25 to do so. I told him also that I had upgraded the ROM prior to shipping (all they needed to do was check the darn splash screen for the ROM version!!!!!). Anyway, I agreed to let them upgrade it--what else can I do?--and I asked that they check the device prior to sending it back to me. He said that he would personally inspect my device. Sounds like it's gonna be a long, drawn out time before I get my device working again. Just a bit of warning before anyone sends their device to this company.
answer
email imate about this issue and when they respond send topp the imate email
That's a good idea, Sandrobber. I am expecting to hear from Topps tomorrow. If not, I will proceed.
The head tech guy said "iMate says that 90% of customer's problems are software related, not hardware." I kept trying to tell the guy that if they actually tried out my device, they would know it's not the software that is faulty. I've used PDAs for about 7 years, and I've gone through more than a dozen of them, so I can at least separate a hardware from a software problem. :roll:
Ok, so the vibrate feature no longer works on my device. Whether it be the vibrate profile (phone stays silent but no vibrate), Haptic feedback is no longer working in keyboard and neither is the haptic feedback in HTC Sense and inc bootup.
I sent detailed info on my fault, phone was sent last friday. Vodafone sent me a txt saying they had received my device on Monday morning and then sent me another txt at 19:50 saying that the device is on it's way back to me fixed and would be with me tomorrow by Royal Mail and make sure someone would be in.
I then took the day off unpaid and the device never arrived until this morning. I was so excited to get it back but already annoyed due to losing pay yesterday. Opened box and there was my baby. I popped in my battery and no vibrate during boot?? No haptic feedback in keyboard (checked settings)??? Then tried vibrate profile and rang my phone, surprise "No Worky" phone silent and no vibrate. ??? Checked accompanying documents. One is a check list from engineer. As Follows:
"Reported fault Resolved Tick (No it's not)
Data Content Cleared Tick
Latest Version Software Same as sent
Established Live Call Tick
Incoming Audio (speaker) Test Tick
Display Test Tick
Keypad Test Tick
Imei: *********************
Date Test Completed 25/01/10"
Then letter says:
"hank you for sending your phone to us for repair, we are pleased to say that the fault has been fixed.
What we've done
One of our engineers has throughly tested your phone. The fault on your device has been corrected by upgrading the software to the latest manufacturer approved version. If you mentioned any other faults when you booked the repair, these will have also been fixed.
As part of the repair process, we have given your phone a full internal service including upgrading the software inside the phone, as this is how many faults are fixed. The software is responsible for many aspects of how the phone actually works and though you may not expect it, upgrading the software can increase battery life and memory capacity, and provide you with a more up to date phone.
If you need us again
You can pop into the shop or call customer services, blah blah blah."
Well what BULL. The software is the same as previous (before sending) Phone has not been fixed. I lost a days pays (although my choice I surpose for doing as they asked) And I'm now worse off.
I popped into vodafone store and they said they could do nothing as they dont sell that phone instore and were not even aware of the model. See said call 191 from phone. And all they would do is send it off again. I'm reluctant to do this as I'd be without a phone for further number of days. working virtually non-stop over next couple of weeks so being in to recieve the phone may be a prob. I just feel like taking they phone and both signed documents to a solicitor.. They clearly state it's been repaired but it's not. Exactly the same as was sent. Well as soon as contract is up with vodafone I'm going back with O2. First time with Vodafone and also my last!!
Sorry for the rant. Any Idea's? What would you do? Should I send it off for repair again or demand a replacement or just shut up and take it like a *****???? Thanks for listening... Anyone a Solicitor?? lol
Just for reference, the shops, the internet shop, and the phone shop are 3 different branches of the same company. They do not share deals, devices, staff, or even knowledge. This is quite common, and normal for most (if not all) of the major providers.
Anyway, I'd ring back and just explain to them what you've explained to us. Try and stay calm with them but be very persistent. Don't end the call till they've acknowledged what the fault is by telling you what they've recorded on your notes, and they've agreed to once again collect the phone.
If you do need a phone while it's away (do you? You already received text messages from them last time it was away), they may be able to arrange one of the shops to do you a loaner for a while, but it will be a piece of crap that will make you blush when you have to pull it out in public.
My best advice would be to not get angry on the phone with them. It's done, and the person at the other end of the phone isn't responsible for the problem. Too many people start these conversations aggresively, and that won't get you any further. If I was CS staff and someone rang up and started ranting at me immediately, I'd be disinclined to be as helpful as I could.
I know it's crap, but it is what it is, and the phone simply needs fixing or replacing.
Good luck, and let us know how you get on.
Thanks for your quick reply. The only reason I popped in store was because the letter said I could and I was going into town anyway so took my chance. I was very pleasant on the phone (couldn't have been anything else as I have a really sore throat and a blocked nose, lol) In fact i'd say that the Welsh guy from customer services is about the only thing Vodafone currently have going for them. He was great and very polite. Just waiting on his supervisor calling me for a chat but said it could take up to 48hrs.
Will keep you informed, Just cant believe they say that the problem is fixed. Well gonna keep smiling and looks like i'll have to use my mates pink flip up phone again for a while. uughhh, I'm not gonna hear the end of that I can tell you.
This is just an update for you all. Here's my story. I had a Nexus One and had it swapped due to volume key not functioning properly.
The new one I got, I rooted after close inspection and after 2 weeks got dust under the screen. I sent it in after getting my swap ( which is messed up now too).
after 3 weeks I got an email saying my repair quote was done. I checked it out and they wanted $196.00. I called and they didn't know what it was for. They said they would escalate the matter. Also on their quote page, you have an option to comment when you deny the quote to be contacted. I messaged them about my problem and everything.
A week has now passed and I haven't gotten a call. Out of curiosity I went back to check my ticket status, and it has changed from my quote being ready , to the ticket being completed. Seems someone got my message. Now time to root it.
Can you clarify the point of your post, other than your warranty claim was denied because you were rooted?
A completed ticket could mean a couple of things... either they fixed it for you or they're sending it back and charging your card for diagnostics. You should call HTC asap.
Hey folks!
After three un-responded to emails then several hours on the phone and much hassle (including get transferred to two non-HTC companies), I finally got a hold of HTC's department to handle ADP1 warranty claims. Described the problem to the technician (backlight lights up, lcd does not turn on, phone still shows it's booting fine when connected to a computer - checked adb shell, could copy files on and off, etc) - he agreed it's almost definitely a screen issue, and that it should most definitely be covered under warranty. I get my RMA number.
I shipped the phone in, they received it October 22, 2010. I heard nothing back until I finally called them on December 8th, then December 10th. They showed they had received the phone, but had no response from the repairs department.
Finally got an e-mail back today:
Code:
Diagnosis:
Illegal Software
Suggested Repair:
Replace Main Board
Total Repair Price:
With shipping $388.31
I called back and talked to some girl in tech support, the only note on the account from repairs was 'Will not turn on'. They presumably put a battery in, hit the power button, and when nothing showed up on the screen decided it was a mainboard issue, and have told me that none of my repairs will be covered under warranty because of 'illegal software' (I had flashed Cyanogen Mod - the phone was running without issue until the screen quit. If the mainboard is fried, how exactly could they tell what software was running on it? Or did they just guess?)
I asked her, point blank, "So what you're telling me is when you use the phone you sell as a 'Development Phone' to do 'Development', it voids your warranty?" "Yes sir."
She finally suggested that if I want to dispute the charges, I could talk to the escalations department. They're supposed to call me within the next '72 business hours'... So given their track record with responses, I'll probably get a call in about 6 months.
Does anyone have any experience talking to HTC's repair/escalations departments? Anyone have any suggestions on getting this phone fixed without spending enough to buy a new damn phone?
Thanks!
Either somebody is in error, or that is FRAUD.
There is also a specific exemption to the DMCA (if you're from the US) making hacking of your own personal phone LEGAL.
LEGAL and ILLEGAL are defined by your GOVERNMENT, not HTC.
I received my DVP yesterday (after wating for a LONG time to get it), everything is working fine except my ability to make and receive calls.
I can only hear sound when the phone is in speaker mode, I was therefore wondering whether I had a setting that needed to be changed to 'hear' the phone call normally or if I need to send the phone back and wait a long time again for a new phone to arrive.
Please help : (
I'm having the same problem although it just started this morning. I've had my unit since Feb...
Trying a hard reset now but the tech at Tmobile said it may be a hardware issue...
Will wait and see after updates...
If anyone else other than the OP and I have encountered this problem please let us know if it's salvagable or will we have to deal with Dell and get a replacement...
Well mine didn't work since opening the box. Called Dell and they set up to send me a replacement. A week after Called them again to see what had happened with the replacement and they said they cancelled it. Now they're going to send me a 16gb version. Let's see how that goes~
I just sent mine back as they were going to 'repair' my phone over a 30 days period..I so sent it back and got a refund...
I called dell on Tuesday to report the problem. I told the techsupport guy that I've done the hard resets, etc. and none of it has worked. So the guy said he will get a dispatch put in to get me a replacement.
I told him that I am traveling internationally on Friday (really) and that if it can't get here by then, to just hold off on it. He said he will try and see.
The call to get a guy and obtain a dispatch number took me 5 minutes only!
Yesterday I got a call saying that the phone has been mailed (OMG!) and to watch for it Thursday (today). But little did I know, I got the phone less than 3 hours after the call...
The new unit is working great and I have to admit, Dell definitely cleaned up their act from a few months ago...
Hope the rest of you have a good Dell experience like I did!