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I'm interested to hear your personal experiences good/ bad that you have had with HTC Customer Service and Technical Support.
Many of us have been in touch at least once in the last couple of weeks, more than we would have normally done had the camera/ sms issues been absent.
I've been dealing with them over a broken screen. The contact in Global Warranty Service call centre has been polite, friendly,helpful and explained everything clearly.
I've been kept up to date all the way and have been given a single point of contact to deal with.
Can't fault in my dealings with them
mitchec1 said:
I've been kept up to date all the way and have been given a single point of contact to deal with.
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Did u get a direct number or did u have to go through the same channels to eventually get to your contact?
Phoned +44 1279 206906 and the person who dealt with my call, has become my point of contact.
I've called him twice and he's now called me 3 times with updates, pricing and to let me know the service centre has received the phone. If I need to call him I know what time to call , if he's busy I'll leave a message and he'll call me back.
Initially, I was happy with the service I received. The man I first spoke to was knowledgeable, friendly and helpful. On my first phone-call I was asked if I wouldn't mind rating his performance/ overall happiness etc through a short survey which I happily agreed to. They must get a sense that it's going well before asking the question.
On follow up calls, some of the reps have been less knowledgeable, friendly and helpful, maybe it was the language barrier, I don't know.
The customer support and repair centre must be in separate places as if I wanted to know what was going on then they would put me on hold, phone me back etc which I was happy to do.
One thing I would say though is that if the people in the repair centre phone and ask you to call them back, often I would have to go through the same process, having the same conversation with numerous reps, only to find that the particular person wanted to talk to had gone home or is unavailable.
Things I liked
UK based call centre? Although I did wonder on my followup phone-calls.
Knowledgeable, friendly and helpful reps.
Being able to talk with the repair centre directly with the people who were looking at my phone.
Things I didn't like
Useless ticket system via email.
Having to go though the same conversations when I phoned back.
No direct phone number to the repair centre.
Repair tracker online wasn't updated regularly enough, which was why I was phoning back often.
Reps who would giude me through a 10 minute conversation only to ask me at the end, 'what was the problem u are phoning with?'
Much better than Sony Ericsson but although I was told yesterday that my phone would be back on Monday, I haven't had a tracking number, email or anything to confirm its on its way!
HTC HK...
The reason why I keep on buying HTC..!!! 2-3 days turnaround..they even changed my camera last time for a singke bad pixel... good service !!!
I want my phone back!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! !!!!!!!!!!!!!!!!!!!
Was told on Friday that my phone was to be returned today, rang up today and it was still in the warehouse ready to be picked up for delivery back to me for tomorrow.
Now its 7pm and I haven't had any notice that it is now on its way for tomorrow. I was expecting a UPS tracking number or something!!
Not impressed HTC. Still, its better than 2 months without my SE Xperia when that was being repaired.
Tech Supp
Historically point releases & updates are woeful.
Owning a Polaris, it wasn't till folks on XDA-Devs (Neo et al) fixed the drivers that it worked properly.
Since buying an HD, I was getting udated roms sometimes daily, so I have not bothered with HTC software tech support.
I've had no real issues with my HD2.
The strange colours in camera images are the one exception.
I'm guessing it is a colour balance issue down to software.
We shall see if HTC fixes it soon but I am not holding my breath.
I've not had to contact HTC support regarding a Leo. I've been in touch with them a couple of times regarding my TP2. My experience was that they served no useful function whatever. They were unable to answer any of my questions and, much more worryingly, were unable to contact anyone at "head office" to get an answer either. One time I asked if they could give me an email address for someone who might have some answers (e.g. someone involved in the actual development of software) and the best they could offer was a postal address in Taiwan. Seriously, what is this, the 1980's?!
Basically they seem to be completely cut off from "head office", and head office doesn't give them anywhere near enough information for them to do their job properly.
Because my Nexus one had a dead/stuck pixel, I called H.T.C. and requested a repair. I sent it to them, and a few days later they said that they had examined it and determined that I needed to pay for the repair. I asked them why, and they replied that it was scratched and cracked.
Well, when I sent it to them, I had an invisible shield (a full body one, mind you) on it, and there nary a blemish on the screen. I told them this, and after a few days (and a couple more telephone calls), one of their managers had a technician examine it, found that it was fine, and said that they would fix it for free.
I received it on Monday, but didn't touch it until Wednesday because I was busy at work and waiting for the new invisible shield that I had ordered. When I used it, I noticed that they had removed the invisible shield, which I expected, but they hadn't fixed the stuck pixel! (Besides this, I had returned it to them with the original box, which they didn't send back to me)
So I called them last night and requested another repair. The representative asked me if they had charged my account for the shipping, and I answered truthfully that no, they had not charged me at all. I suppose that I am fortunate that they didn't, considering the other things they did. So now I am sending my Nexus One back two weeks after I returned it to them the first time, hoping that they will fix it properly, and without any argument.
HTC never charges you for return shipping. You only have to pay to ship it to them.
I am sorry you are having these troubles!
I successfully swapped my Nexus One due to a dead pixel within 3 days! I made a call on Day one at 11pm and by Day 3 at 8 am I had my replacement phone.
uansari1 said:
HTC never charges you for return shipping. You only have to pay to ship it to them.
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That's a bit crap, in the UK they email you a pre-paid shipping label.
I live in the U.S.A., and they sent me a prepaid shipping label. I'm just ticked off because I sent it to them, argued with them for four days, and they didn't even fix it, and two weeks later I need to send it right back. Plus it cost me another Invisible Shield.
Swap method is always better, faster, and easier. Plus, you get a new phone. Who doesn't love that?
They said that they couldn't swap it because it was too far (a few weeks) the purchase date. Maybe the person I spoke to didn't know what she was talking about. That's sort of my impression of the support division of the company, though I know I'm probably having an unrepresentative bad experience.
keet said:
They said that they couldn't swap it because it was too far (a few weeks) the purchase date. .
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I think this is BS from HTC. I swapped my N1 after almost two months. They will put a hold on your credit card; if you can live with that the replacement is much faster than the repair.
I'll consider that if they don't fix it properly this time. I didn't want to swap it because of my engraving and the full-body invisible shield that I put on it, but if they don't fix it this time, I probably won't be willing to trust their repair department again.
I had much better customer service from Apple when I had my iPhone ..I'm getting really annoyed with HTC ...especialy with that multitouch issue..
I have a question. Did they release $28 after you got your 'repaired' phone?
bobdude5 said:
I had much better customer service from Apple when I had my iPhone ..I'm getting really annoyed with HTC ...especialy with that multitouch issue..
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I had a dead easy time with apple and my wife's 3G and her 3GS ... you walk in with the broken phone, they demand £150 (ish) for the repair which is always your fault. They then do an estimate and if its expensive (ie > £150) they turn round and say it's BER (beyond economical repair) and offer to sell you a new one. If it's a cheap fix (ie cracked glass) they repair it and pocket the £150.
Now that is customer service!
Other issues such as the 3G problem on the iPhone where it cascades from 3G to Edge to GRPS to No Service and the only way to get it back is to either power off or switch to airplane mode and back. Took it into two phone shops and then the Apple store in London and their solution? Turn off 3G.
Although their best to date is a macbook which I hardly ever use stopped charging. Rang up and they said bring it in to the Genius Bar in 2 weeks. I did, they then said it's warranty expired yesterday (13 days after I reported the fault) and refused to touch it. Demanded to see the manager said they would do me a favour and look at it for free as it was only 1 day outside warranty. They checked the battery and it had been charged 37 times in a year. The guy said this was quite heavy use and was a years worth and I would have to buy a new battery! Queue one massive kick off in the Apple store, resulting in them begrudgingly fitted a new battery!
Or the iMac 24" ATI I bought that crashed all the time, they gave me 3 units before I read on the internet that it was a software issue. I started running XP and voila ... sorted. Apple rolled out a fix quietly without telling anyone a month or so later.
Yes Apple support rocks!
All modern companies support sucks in some cases ... get used to it. Sell a million units and if you get 99% satisfaction you will get 10000 unhappy customers. Give them a platform to shout on and voila!
I bet not everyone gets Apple support like I do, some people probably can't believe how good they are.
Anyway, enough ranting, I wish google would fix the screen calibration issue although I only need to dab the power button and unlock it to fix mine.
keet said:
They said that they couldn't swap it because it was too far (a few weeks) the purchase date. Maybe the person I spoke to didn't know what she was talking about. That's sort of my impression of the support division of the company, though I know I'm probably having an unrepresentative bad experience.
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HAHAHAHAHAHAHA!! Having worked in multiple call centers let me be the first to tell you that it's hard to find intelligence or common sense in them. I work in a call center for AT&T right now and I do work for the Vice President and Assistant Vice President because nobody else knows what they're doing. As soon as they realized that I had common sense and knowledge of technology they took me off of the phone, gave me a raise and converted me from Contractor to Employee. I asked my Director "Why do you let the managers hire people who are so ignorant" His reply was "I'm paying them $17/hr, I don't expect them to think. We have the information and tools set in place to think for them. If I wanted them to think then I would hire people with a higher intelligence and I would pay them more. Instead, I have people like you come up with tools and other things to think for them"
So this is why I hate when people say "I called T-Mobile and they said..." because that means nothing. You can get a different answer every time because most of them don't know the answer because your questions are above their level of intelligence. Now, I'm in no way saying that every person who works in a call center is an idiot. I'm saying that a large percentage of them do not understand anything about what they're troubleshooting.
I was reading a survey in P.C. Magazine about customers' ratings of the service and product quality from companies such as Apple, Toshiba, and Hewlett-Packard. They rated things such as the frequency with which hardware was found to be faulty soon after purchase, how easy it was to have it replaced, and other such topics. Apple did rank first overall, and Toshiba ranked second. This doesn't surprise me, since I have a ten year old Toshiba Tecra 8100 that still runs fine, though I've fixed the screen hinges.
H.T.C. was not in their listing, and I had never dealt with their support before. I replaced my X51v's screen myself after having it for three years and getting some water damage (I also replaced the backup battery later), and that's working fine now. I'm kind of nervous now -- I half expect my Nexus One to come back with real scratches on the screen, or more dead pixels, or some other problem that it didn't have before. After they already accused me of damaging it last time, I sort of wonder what they might damage to do with it this time -- something worse than sending it back unfixed.
jin1207 said:
I have a question. Did they release $28 after you got your 'repaired' phone?
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Yes, they did; they didn't charge me any money.
dumbestcrayon said:
HAHAHAHAHAHAHA!! Having worked in multiple call centers let me be the first to tell you that it's hard to find intelligence or common sense in them. I work in a call center for AT&T right now and I do work for the Vice President and Assistant Vice President because nobody else knows what they're doing. As soon as they realized that I had common sense and knowledge of technology they took me off of the phone, gave me a raise and converted me from Contractor to Employee. I asked my Director "Why do you let the managers hire people who are so ignorant" His reply was "I'm paying them $17/hr, I don't expect them to think. We have the information and tools set in place to think for them. If I wanted them to think then I would hire people with a higher intelligence and I would pay them more. Instead, I have people like you come up with tools and other things to think for them"
So this is why I hate when people say "I called T-Mobile and they said..." because that means nothing. You can get a different answer every time because most of them don't know the answer because your questions are above their level of intelligence. Now, I'm in no way saying that every person who works in a call center is an idiot. I'm saying that a large percentage of them do not understand anything about what they're troubleshooting.
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dwl, classic!! Are you also saying any one with great talking skills can get the job as customer rep too?
keet said:
Yes, they did; they didn't charge me any money.
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Thanks, buddy. I can let mine go to repairing.
Hope you get what you expect
I sent it back to them last Thursday, of course, and received a message on Monday saying that they had received it. Today, I received another message saying that they had completed their diagnostics, and guess what my option was? Pay for repair, just like last time! I sent a response asking why and called them, but all the morons in their customer service department could do was 'escalate' it, so I just sent a complaint to the Better Business Bureau.
bobdude5 said:
I had much better customer service from Apple when I had my iPhone ..I'm getting really annoyed with HTC ...especialy with that multitouch issue..
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I would be careful saying anything pro apple on this forum, lol.
I have been pretty lucky with both of my htc products so far. My N1 is great and so was my G1.
keet said:
I sent it back to them last Thursday, of course, and received a message on Monday saying that they had received it. Today, I received another message saying that they had completed their diagnostics, and guess what my option was? Pay for repair, just like last time! I sent a response asking why and called them, but all the morons in their customer service department could do was 'escalate' it, so I just sent a complaint to the Better Business Bureau.
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By chance did they answer your question? or at least tell you the results of the diagnostics and how much they charging?
I sent my Nexus S in for a faulty rear speaker on August 25th. They received the phone on September 1st. On September 6th, the ticket was updated saying the phone was repaired. Then two days later, the ticket was placed on hold due to a part being on backorder (even though the phone was supposedly repaired two days prior).
I first called Samsung on September 20th to ask for an update. The representative said the ticket didn't have any updates and they opened an expedite ticket (but didn't provide me a ticket number) to get an answer from the repair center.
I called again on the 23rd. Same deal as the previous call. No update, expedite ticket opened, but no ticket number.
I called on September 27th asking for another update. No update in the ticket, but this representative actually gave me an expedite ticket number to reference.
I called today, October 3rd. Still no update on the status of the repair. I asked to be transferred to a manager. They transferred me to Executive Customer Relations. After spending 27 minutes on hold I finally got a hold of a representative by the name of Kevin. I asked how long does Samsung hold a phone in a repair status before they ship out a new unit to the customer. He told me Samsung doesn't do that since they don't stock phones at the repair facility (ok, but Im sure Samsung has other facilities that do stock phones - they are the manufacturer after all). He then put me on hold to get an update from the Dock Manager at the repair facility.
He came back after about 4 minutes on hold. He said the Dock Manager has no update from UPS as to when the shipment will arrive. I asked what part were they waiting for and he replied the rear speaker. They thought it was the wiring from the main board to the speaker and replaced that, but the phone still exhibited the same issues as when it first arrived.
I asked if - hypothetically - UPS still doesnt deliver the parts in, say, two weeks, what happens? He responded that a manager will make the decision at that point to replace the phone (but I thought Samsung doesn't replace phones??).
I asked who makes that decision to which he said a "higher up". They conveniently don't have a department name or a phone number because they don't deal with customers. He reiterated that they are waiting on UPS because they will be delivering it. He implied that UPS doesn't even have the parts in their possession yet, so who knows when they will actually be delivered.
I love my Nexus S and was seriously considering getting the Prime, but after this never-ending debacle, I highly doubt I will be purchasing another Samsung device. I'm angry at myself too, because I knew damn well that the speaker was the issue and saw replacements on eBay for under $30. I wanted to keep my warranty intact by having Samsung do the repair, which turned out to be a very bad idea.
Cliffs:
-Rear speaker died on Nexus S
-Sent in over a month ago
-Still no ETA for repair
-Samsung support is worthless
Anyone else have any issues with Samsung support?
civicdrivr said:
I sent my Nexus S in for a faulty rear speaker on August 25th. They received the phone on September 1st. On September 6th, the ticket was updated saying the phone was repaired. Then two days later, the ticket was placed on hold due to a part being on backorder (even though the phone was supposedly repaired two days prior).
I first called Samsung on September 20th to ask for an update. The representative said the ticket didn't have any updates and they opened an expedite ticket (but didn't provide me a ticket number) to get an answer from the repair center.
I called again on the 23rd. Same deal as the previous call. No update, expedite ticket opened, but no ticket number.
I called on September 27th asking for another update. No update in the ticket, but this representative actually gave me an expedite ticket number to reference.
I called today, October 3rd. Still no update on the status of the repair. I asked to be transferred to a manager. They transferred me to Executive Customer Relations. After spending 27 minutes on hold I finally got a hold of a representative by the name of Kevin. I asked how long does Samsung hold a phone in a repair status before they ship out a new unit to the customer. He told me Samsung doesn't do that since they don't stock phones at the repair facility (ok, but Im sure Samsung has other facilities that do stock phones - they are the manufacturer after all). He then put me on hold to get an update from the Dock Manager at the repair facility.
He came back after about 4 minutes on hold. He said the Dock Manager has no update from UPS as to when the shipment will arrive. I asked what part were they waiting for and he replied the rear speaker. They thought it was the wiring from the main board to the speaker and replaced that, but the phone still exhibited the same issues as when it first arrived.
I asked if - hypothetically - UPS still doesnt deliver the parts in, say, two weeks, what happens? He responded that a manager will make the decision at that point to replace the phone (but I thought Samsung doesn't replace phones??).
I asked who makes that decision to which he said a "higher up". They conveniently don't have a department name or a phone number because they don't deal with customers. He reiterated that they are waiting on UPS because they will be delivering it. He implied that UPS doesn't even have the parts in their possession yet, so who knows when they will actually be delivered.
I love my Nexus S and was seriously considering getting the Prime, but after this never-ending debacle, I highly doubt I will be purchasing another Samsung device. I'm angry at myself too, because I knew damn well that the speaker was the issue and saw replacements on eBay for under $30. I wanted to keep my warranty intact by having Samsung do the repair, which turned out to be a very bad idea.
Cliffs:
-Rear speaker died on Nexus S
-Sent in over a month ago
-Still no ETA for repair
-Samsung support is worthless
Anyone else have any issues with Samsung support?
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Wow that is just horrible, sorry to hear that I can't believe they won't send you a new phone that is insane.
I have to add, that the service reps were very nice throughout this, but the lack of information is frustrating.
You'd be surprised at how quickly they will get their act together when you start calling their various numbers and demand a resolution.. Over a month is unacceptable. You just have to be more vocal man.
Sent from my Nexus S using Tapatalk
uansari1 said:
You'd be surprised at how quickly they will get their act together when you start calling their various numbers and demand a resolution.. Over a month is unacceptable. You just have to be more vocal man.
Sent from my Nexus S using Tapatalk
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What numbers would you suggest? I have called 888-987-4357 as well as 800-522-7341. The teir 3 support number that is floating around online seems to be disconnected.
And no offense to the tier 1 and 2 reps, but they just aren't helping. They are polite, but no matter how many times I call, how many times I *****, they will not do a damn thing. Its always "I'm sorry sir, it's out of out control". I don't know how a company expects customers to be happy when their mantra is "please call back for more information" day after day after day. HTC doesn't do this to their customers.
Someone on another forum suggested I message a few Samsung reps directly through Twitter, which I will be doing once I get back onto my computer.
Sent by carrier pigeon
That's really rough dude. Fortunately it is not a problem I will have to endure because I voided the **** out of my warranty when I rooted.
Anyways I like to make sure to get ID numbers from anyone I talk to on any customer service. It just seems to keep people more accountable when they know the call is recorded and I know who they are. I dunno if it'll help in this situation tho. Seems like there's not much the reps can do if the manager says they're waiting on a part. The suggestions above are all valid, being more vocal and whatnot. That's probably your best bet.
Sent from my Nexus S using XDA App
It's for reasons like this that i try to keep my cell provider in the loop regarding repairs. Yes, it's a little more awkward dealing with them, but if you end up in a situation like this, then you have another fallback for getting a quick resolution.
I'm in a similar situation, i'm dealing with the search bug, so i'm sending it back and back again and again until i get 3-4 repairs in, then i can go to my provider and say "They can't fix this phone, I would like a different one" and if i'm lucky, by the time i get there, the Prime will be released, if not, i'll get a shinny new nexus S (or maybe the galaxy 2 with cyanogen)
For your current situation, the only thing i can recommend is tie up their people. One of my classic tricks is to "collect" people on the phone. Don't let the reps transfer you, make them conference and keep them on the phone for as long as you can. The upper people will be more careful on how they deal with you as to not give bad examples to the lower people. You are taking the lower people off the general queue, costing the company more money. The longer talk time will also draw the interest of the floor manager (different from a manager you would speak to on the phone) who will do whatever it takes to speed things up.
I once made a rep wait 1 hour on the phone with me cause his "manager" was in a 3 hour meeting that could not be disturbed. after 1/2 hour, he tried everything he could think of to get me off the phone, no avail. after 1 hour, they interrupted the meeting to get the manager on the phone.
Finally, no matter how frustrated you get, don't get rude, pissy or mean. Be firm but always be polite and proffessional.
Thank you for the tips. I called again around noon and requested to be transferred directly to Executive Customer Relations. I spoke with a gentleman named James. He was very polite, and in about 10 minutes of being on the phone with him, I was told I would get a tracking number by the end of the day. At 6:57EST, I received an email from the generic Samsung delivery service as well as James with the tracking number for a new device.
I must stress that the reps on the phone were really polite. I guess it's just Samsung that is making things difficult. I didn't have this problem with my TV, but that was about three years ago. Im going to have to think long and hard about buying another Samsung device.
I'm about to go through a similar situation. I shipped my Nexus S in to a Samsung service center in Texas almost 2 weeks ago and received an email today saying my repair is on hold due to parts needing to be ordered.
My issue is a bit more complicated then a speaker but come on! I hate iPhones but st least if you have a issue with your phone, Apple gives you a refurbished one on the spot(RIP Steve).
I'm going to call Samsung tomorrow and see whats going on. I cant wait months!
Sent from my HTC Sensation Z710e using xda premium
kmmxracer said:
I'm about to go through a similar situation. I shipped my Nexus S in to a Samsung service center in Texas almost 2 weeks ago and received an email today saying my repair is on hold due to parts needing to be ordered.
My issue is a bit more complicated then a speaker but come on! I hate iPhones but st least if you have a issue with your phone, Apple gives you a refurbished one on the spot(RIP Steve).
I'm going to call Samsung tomorrow and see whats going on. I cant wait months!
Sent from my HTC Sensation Z710e using xda premium
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I've been hearing that a lot of people have not been getting their phones back in a timely manner. I was contacted by a Samsung employee on here, I pm'd you their screen name. Good luck.
Sent by carrier pigeon
Thanks I appreciate that
Sent from my HTC Sensation Z710e using xda premium
Samsung has the worst customer service I've ever seen. I live in Canada and their Canadian site only has the number for the American Customer Service centre.
I was put on hold for over 1/2 hour then told to call the Canadian customer service number.
When I called the Canadian number, the reps gave me the number of the wrong service centre so I had to call them again today and ask for a service centre close to my area.
I'm expecting a call tomorrow so I hope everything goes well. My problem is with a Samsung Dryer not a cellphone, but I've experienced the same problems before when I had to call about a cellphone issue.
Overall, they're completely useless but their products are usually solid so you don't have to call them so often!
EraqEE said:
Samsung has the worst customer service I've ever seen. I live in Canada and their Canadian site only has the number for the American Customer Service centre.
I was put on hold for over 1/2 hour then told to call the Canadian customer service number.
When I called the Canadian number, the reps gave me the number of the wrong service centre so I had to call them again today and ask for a service centre close to my area.
I'm expecting a call tomorrow so I hope everything goes well. My problem is with a Samsung Dryer not a cellphone, but I've experienced the same problems before when I had to call about a cellphone issue.
Overall, they're completely useless but their products are usually solid so you don't have to call them so often!
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I had not problems finding their number on the Canadian site.
http://www.samsung.com/ca/info/contactus.html
Talking to tech support, i even got a direct number for their Montreal repair facility.
The number you see on their stupid website is the American number. The Canadian number is 1-888-899-7605
I tried the number you mentioned and some lady with a Southern accent answered and she told me they're based in the US. She then transferred me to the Canadian branch which has the number I posted above.
EraqEE said:
The number you see on their stupid website is the American number. The Canadian number is 1-888-899-7605
I tried the number you mentioned and some lady with a Southern accent answered and she told me they're based in the US. She then transferred me to the Canadian branch which has the number I posted above.
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I've called the number on the website 4-5 times without any issues. Maybe I'm just lucky.
Dude, that's extremely hard. However, because I lose my warranty when I rooted, I won't have to deal with this issue.
In any case, whenever I speak with a customer support representative, I want to be sure to collect their ID numbers. Just knowing that the call is being recorded and that I am aware of who is on the other end helps to make folks more responsible. But I'm not sure if it will be helpful in this case. If the management states that they are awaiting a part, it seems like the salespeople won't be able to do anything. All of the aforementioned recommendations, such as being more vocal, are sensible. Your best option is most likely that. If this is happening again and again the contact samsung customer service dubai or make a call on +97145864033.
My screen cracked a month ago.
It's unusable. It's a brick. A $900 paper weight.
I emailed Xiaomi a few months ago asking about buying a replacement frame because mine was cracked. They didn't reply. Ok. No big deal. my phone still works. I can wait to get a frame later
But turn then my screen cracked badly.
I've emailed Xiaomi offices in mainland China, Hong Kong, India, USA, UAE, Philippines and every official office I could find.
I asked : how can I purchase a replacement screen?
Only India replied. They said China Xiaomi in mainland China.
They've not bothered replying to my email.
This is unacceptable. How can I get my phone in working condition?
I had to resort to a risk buy from cellspare.com
When I purchased it from cellspare.com, it showed it was in stock.
After emailing them 3 days later, they refunded my money and said it's out of stock.
This is a very bad way of doing business.
Can't Xiaomi even bother replying to my email ?
I will never purchase a Xiaomi. I will even tell people not to get Xiaomi because of their poor customer service.
Enough is enough with Xiaomi. Although the mi mix is nice, the terrible service is unacceptable.
I'm buying a Samsung S8 plus.
Instead of complaining, learn to take care of your device.
Why should someone reply to your question about a broken screen via e-mail, go to service center and let them repair it.
Manwex said:
Instead of complaining, learn to take care of your device.
Why should someone reply to your question about a broken screen via e-mail, go to service center and let them repair it.
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Are you serious? You really cannot be serious.
Xiaomi doesn't have a service center in the country.
Do you work for Xiaomi or are you simply disabled?
Bad luck for you then.
Try to send it to the China.
Manwex said:
Bad luck for you then.
Try to send it to the China.
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Send it to WHO?
Just dump it into my mailbox?
Where do I send it. I need them to provide me with the process of getting it repaired.
They're not even replying to my mail telling me to mail it to them.
What sort of sad life do you have to talk in such a miserable and aggressive way. You need to surround yourself with positivity man.
Nobody will reply for a couple of days due to holidays.
Manwex said:
Nobody will reply for a couple of days due to holidays.
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I emailed them about a replacement case months ago. No reply.
Then I emailed them 6 weeks ago for the screen.
Again no reply.
There's no months long holidays anywhere in the world.
CorruptedSanity said:
I emailed them about a replacement case months ago. No reply.
Then I emailed them 6 weeks ago for the screen.
Again no reply.
There's no months long holidays anywhere in the world.
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On which mail did you contact them?
Can you send me a private message on Thursday or Friday early morning regarding this
Hahahaha, wow you managed to get your screen to crack twice, what's that thing they say about donkeys ? Or I guess it's Xiaomi's fault as well ?
They don't owe you a thing since you didn't buy your phone from an official store, if you break it, you're gonna have to do the entire repairing process on your own, how is this so hard to understand?
CorruptedSanity said:
I will never purchase a Xiaomi. I will even tell people not to get Xiaomi because of their poor customer service.
I'm buying a Samsung S8 plus.
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Good for you, literally nobody cares
CorruptedSanity said:
What sort of sad life do you have to talk in such a miserable and aggressive way. You need to surround yourself with positivity man.
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How patheric are you dude? the guy is trying to help you, even though you still sound like a little whiny ***** from the start, and then you still dare to even utter that **** ? We get it, you're mad, but don't take it out on people on a forum, if anything, it's YOU who's having a "sad life" right now
Manwex said:
On which mail did you contact them?
Can you send me a private message on Thursday or Friday early morning regarding this
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I emailed the 'contact us' emails from each Xiaomi region.
Why. What're you planning on doing?
brambizimski said:
Hahahaha, wow you managed to get your screen to crack twice, what's that thing they say about donkeys ? Or I guess it's Xiaomi's fault as well ?
They don't owe you a thing since you didn't buy your phone from an official store, if you break it, you're gonna have to do the entire repairing process on your own, how is this so hard to understand?
Good for you, literally nobody cares
How patheric are you dude? the guy is trying to help you, even though you still sound like a little whiny ***** from the start, and then you still dare to even utter that **** ? We get it, you're mad, but don't take it out on people on a forum, if anything, it's YOU who's having a "sad life" right now
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Who said I didn't from an official store?
I purchased it while on vacation abroad.
Who said they owe me anything free.
I said I emailed them to purchase a replacement screen.
How do I do the repair process on my own if they don't assist me in getting a replacement screen?
And regardless of where I purchased the device, they DO OWE me after-sales service like replacement parts or troubleshooting.
And the guy wasn't trying to help me.
He basically said what you said. That I'm an idiot for breaking my phone and a company doesn't have to respond to customer emails.
That's literally insane.
I wonder why this guy insulting attacking everyone in this forum but no one do anything, while a similar incident occured to me before resultd in less than 2 hour reaction ban
long.nguyen said:
I wonder why this guy insulting attacking everyone in this forum but no one do anything, while a similar incident occured to me before resultd in less than 2 hour reaction ban
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Use 'report' button. If moderators are not busy with real life issues nor watching anime like no tomorrow, they might handle asap. So, i will make this easier for them and share the holly rules as a first action:
?
FORUM RULES
Chapter 2. Member conduct (Amen)
2.1 Language: XDA is a worldwide community. As a result, what may be OK to say in your part of the world, may not be OK elsewhere. Please don't direct profanity, sexually explicit language or other offensive content toward Members or their work. Conversely, while reading posts from other members, remember that the word you find offensive may not be offensive to the writer. Tolerance is a two-way street.
2.3 Flaming / Lack of respect: XDA is about sharing and this does not involve virtual yelling (flaming) or rudeness. Flaming or posting with a lack of respect is unacceptable. Treat new members in the manner in which you would like to have been treated when you were a new member. When dealing with any member, provide them with guidance, advice and instructions when you can, showing them respect and courtesy. Never post in a demanding, argumentative, disrespectful or self-righteous manner.
2.4 Personal attacks, racial, political and / or religious discussions: XDA is a discussion forum about certain mobile phones. Mobile phones are not racial, political, religious or personally offensive and therefore, none of these types of discussions are permitted on XDA.
2.5 All members are expected to read and adhere to the XDA rules.
Mi MIX
7.3.30 Épic
Some re-sellers offer a 30 day or 90 day warranty. Xiaomi offers no warranty on any unit sold by a 3rd party vendor, this is pretty much explicitly stated in numerous areas. Even had a Xiaomi customer service rep confirm it for me. These devices must be handled with care, not just because they can be expensive to repair but also because it is hard to find someone to repair them. You need to research your re-sellers better if you want to avoid these issues, the one I bought the phone from offer a 90 day full warranty and a 1 year partial. I paid a bit more than mid price on the device but its been worth it.
No need to rage though at people around you, the device is cracked from a drop or fall that you knew from research would be bad for the device, its now cracked twice and your angry. The real person your angry with is your self for dropping it, and frustrated by on easy route to remedy your mistake. Be more judicious next time in your research and more careful in your handling of exotic devices.
IF you did buy it directly from Xiaomi from a Chinese store front approved by Xiaomi then you need to contact that store and work out the rma process with them. Again not directly with Xiaomi, but through the seller you bought it from which should have receipt numbers, transaction information and warranty information - they should also know how to return the device for repairs. I have done this with a few Nokia bought from foreign markets and one Hauwei. approach with the information they need first, then your wants / needs.
This is an extremely limited edition phone. Phone Arena has said that production is limited to 10,000 units/month, so chances are they do not have a lot of spare inventory for replacement parts. What does your warranty state regarding your rights?
Nicolfa said:
Some re-sellers offer a 30 day or 90 day warranty. Xiaomi offers no warranty on any unit sold by a 3rd party vendor, this is pretty much explicitly stated in numerous areas. Even had a Xiaomi customer service rep confirm it for me. These devices must be handled with care, not just because they can be expensive to repair but also because it is hard to find someone to repair them. You need to research your re-sellers better if you want to avoid these issues, the one I bought the phone from offer a 90 day full warranty and a 1 year partial. I paid a bit more than mid price on the device but its been worth it.
No need to rage though at people around you, the device is cracked from a drop or fall that you knew from research would be bad for the device, its now cracked twice and your angry. The real person your angry with is your self for dropping it, and frustrated by on easy route to remedy your mistake. Be more judicious next time in your research and more careful in your handling of exotic devices.
IF you did buy it directly from Xiaomi from a Chinese store front approved by Xiaomi then you need to contact that store and work out the rma process with them. Again not directly with Xiaomi, but through the seller you bought it from which should have receipt numbers, transaction information and warranty information - they should also know how to return the device for repairs. I have done this with a few Nokia bought from foreign markets and one Hauwei. approach with the information they need first, then your wants / needs.
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Why is everyone putting words in my mouth.
I didn't say they owe me any spare parts.
I didn't say I want to claim the screen under warranty.
I'm saying they would have the decency to respond to a customer's email. They owe every customer that.
I didn't rage at anyone.
Ppl raged at me. Saying I shouldn't expect a company to reply to a customer's email.
Ppl raged at me for dropping my phone.
I am flabbergasted at how people attacked me for complaining that a company is ignoring customers' emails.
I don't need to be judicious, or more judicious. Because I am using common sense. Common sense that a company will respond to customer emails.
I expect a company to carry spare parts to sell to customers. It's the law. Don't believe me? Do your research.
I don't need to be judicious with the fact that I need to rethink making a purchase because a company may ignore my emails.
Companies must respond to emails - regardless of the outcome.
aniym said:
This is an extremely limited edition phone. Phone Arena has said that production is limited to 10,000 units/month, so chances are they do not have a lot of spare inventory for replacement parts. What does your warranty state regarding your rights?
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Maybe they don't have spare parts. But they should.
And if they don't, they should still respond to emails.
What does my warranty state?
It states that Xiaomi will practice good customer service by helping customers & responding to emails.
But again, why are we talking any warranty? I'm not claiming the screen should be replaced under warranty.
I am astounded that people think I'm wrong for expecting a company to respond to emails. I am shocked that people think I'm mad for wanting to pay money for a spare part.
@CorruptedSanity No idea about Xiaomi unconcernedness but If you want to buy what you want and havent seen that post, here it is: https://forum.xda-developers.com/showthread.php?p=71701743
Mi MIX
7.3.30 Épic
Konsstantine34 said:
@CorruptedSanity No idea about Xiaomi unconcernedness but If you want to buy what you want and havent seen that post, here it is: https://forum.xda-developers.com/showthread.php?p=71701743
Mi MIX
7.3.30 Épic
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Thanks.
Yes I'm following that thread.
I ordered from cellspare.com
They took my money
Then after I emailed them a few days later asking if they mailed it. They refunded me saying out of stock.
So it's very frustrating that I cannot repair my phone because Xiaomi is ignoring my emails and emails from others as well.
Thanks again.
Shame on you, Xiaomi.
CorruptedSanity said:
Thanks.
Yes I'm following that thread.
I ordered from cellspare.com
They took my money
Then after I emailed them a few days later asking if they mailed it. They refunded me saying out of stock.
So it's very frustrating that I cannot repair my phone because Xiaomi is ignoring my emails and emails from others as well.
Thanks again.
Shame on you, Xiaomi.
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Same happened on me when i ordered a curved screen protector for $30. A week later they called me back to say refund process may takes 2 weeks lol. Im kinda happy with this device but somehow want to go back to Samsung before i drop it lol.
Mi MIX
7.3.30 Épic
I imagined that if I broke the screen, I'd pay a lot of money to get one but I didn't imagine it'd be impossible to get a replacement screen.
Has anyone been able to start a return with support?
I have called the number they gave to use for returning but it only lets you leave a message. I have left a message on Friday and have not heard anything back. I have tried submitting a chat requesting to return the device, and I have emailed them.
Sent from my SM-G950U using Tapatalk
You went back to your galaxy S8?
Same no response
I tried on Thursday and Friday.... No response
It's a holiday weekend. Try again Tuesday.
Seriously, holiday weekend.
Sent from my PH-1 using XDA Labs
Doesn't matter. I've been receiving no responses for over a week trying to cancel the damn thing even since before it shipped to me. I still don't have it (in transit) and I still don't want it after all the games they've been playing. You can try to call to and you'll only be greeted by a robot that takes a voice message they don't return. I've never (even dealing with generics) have received service this poor...actually let me correct that, I haven't received any service - so I guess I can't call it poor, but it's non-existent. Not sure how anyone is going to get these back in 15 days when it might take longer than that to reach someone. CC chargeback is the way to go.
It's a holiday weekend...
There should be some form of cs available over the holiday weekend. They just released a phone
Yes it is a holiday weekend but they have touted 247 support well pacific time and I quote :
" Call 888-444-2222. Our Customer Support coverage is 5am-9pm Pacific, 7 days a week, 365 days a year. "
I called 3 EST and got loop answer saying " higher than expected call volume ( lol) please email and we are getting through the backlog "
Maybe I should just be patient but everything just says GTFO.
*heavysigh*
Zo0
Anyone tried returning phone yet?
Sent from my PH-1 using XDA-Developers Legacy app
martinezma99 said:
Anyone tried returning phone yet?
Sent from my PH-1 using XDA-Developers Legacy app
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I am trying to. Hard to do when they dont return calls, emails, and chats.
Sent from my SM-G950U using Tapatalk
When you have the number to call let us know. Mine's going back too.
Phone return
Holiday weekend has nothing to do with the lack of communication. Like others have said I too have been trying to contact them to cancel my order and the phone number (888-444-2222) is just answered by a robot who says to leave a message which is never returned. I have left several emails with no return communication wither.
I also got a email from them last week asking for a copy of my drivers license which absolutely floored me. I subsequently read others also received emails like this. The company went on social media to say it was all a mistake but I never got any email apologizing.
It could be they are not replying to customers wanting to return the phones so that the 15 day return period will pass and a return will no longer be accepted. The initial mostly poor reviews is what caused me to change my mind, but this appalling lack of customer service is the icing on the cake. Doesn't Andy realize not letting customers communicate with the company is the quickest way to destroy consumer confidence in his product?
You guys are going to get this response. Then when you say you would like to continue with return..... Crickets
Samuel Urfer (Essential Products, Inc.)
Sep 5, 05:05 MST
Hi,
Thank you for reaching out. Please accept our deepest apologies for the delay in response. As you may be aware, we experienced some technical difficulties that prevented us from being able to respond sooner.
We fully understand your frustration, but we know that Essential Phone is a product that will exceed your expectations. We ask that you give this additional consideration, keeping in mind that we do have the 15 day buyer’s remorse policy. Please respond to this email letting us know how you would like to proceed. We hope to hear from you!
Sincerely,
Samuel
Essential Customer Experience Team
Once they responded you are going to be able to return it when the process begins. They aren't trying to stick you in the dark until the 15 days are up. Jeeze
They had both a holiday weekend (Which they actually worked as I got an e-mail on Monday) but also they had to do some damage control from the zendesk e-mail user info snafu.
Just shoot them an email and give it a day or so. Be polite, respectful, and use proper grammar if you are able and they will get you taken care of. Being rude and leaving dozens of calls really makes no CS agent want to have to deal with your crap until it's the last thing on the ticket list, and when they do, if you continue to be a **** to them, they will do the absolute minimum they have to.
ZooBaAr said:
Yes it is a holiday weekend but they have touted 247 support well pacific time and I quote :
" Call 888-444-2222. Our Customer Support coverage is 5am-9pm Pacific, 7 days a week, 365 days a year. "
I called 3 EST and got loop answer saying " higher than expected call volume ( lol) please email and we are getting through the backlog "
Maybe I should just be patient but everything just says GTFO.
*heavysigh*
Zo0
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Click to collapse
Same here....
IM0001 said:
Once they responded you are going to be able to return it when the process begins. They aren't trying to stick you in the dark until the 15 days are up. Jeeze
They had both a holiday weekend (Which they actually worked as I got an e-mail on Monday) but also they had to do some damage control from the zendesk e-mail user info snafu.
Just shoot them an email and give it a day or so. Be polite, respectful, and use proper grammar if you are able and they will get you taken care of. Being rude and leaving dozens of calls really makes no CS agent want to have to deal with your crap until it's the last thing on the ticket list, and when they do, if you continue to be a **** to them, they will do the absolute minimum they have to.
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It's likely no one complaining on XDA has ever worked a support position. Stuff happens. Good customer service people are just as unhappy with their inability to answer every support contact as it comes in but that's the reality when the support contacts overwhelm the support staff. I doubt very much that they would try to "stick" people with phones. It would be a very easy argument to dispute such a charge with a CC.
I'm able to return mine for a refund without any hassle at all (yet). I sent a message through their website, and quickly received a response. They just needed my order number, account name, email address and phone number. They're sending out a return label for me to ship it back. Could be up to a week that I'm refunded, though. I was pretty surprised at how quick and smooth it went.
Bummed out that the PH-1 didn't pan out for me. I was having a very frustrating time using it in several ways.
After experiencing connectivity issues with this phone and looking closer at signal strength I have observed this phone varies in signal strength continuously by about 8-10 dB. It does not work well at my house or where I work. Calls either drop out completely or the person on the other end cannot hear me at times. I have never experienced this with other phones I have including the iPhone 7 Plus, Axon 7, or the OnePlus 3. I have initiated a return for an exchange. I first called last night and got a recording that basically directs me to their support page and says to send in an email "for faster service" so I did. I got a response early this morning requesting certain information in order to start the claim. I have responded so we'll see how it goes. I really like the way the phone is made so I'm hoping a replacement will function better.