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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?
If you want to hear a worst case scenario with verizon employees and new hardware defects, here you go. Kudos if you read the whole thing, I don't expect most people to...unless you're one of those people with a faulty battery/camera flash/screen/speaker. Then, enjoy and beware.
What follows is a true story.
Thursday 10/30/2014 12pm – Purchase Droid Turbo #1
– Went to Verizon Store and worked with sales associate John to purchase my new droid turbo. I traded in my OG droid razr maxx for $100 rebate, and then John tried to “sell” me a wireless charger for the device by saying he could waive my upgrade fee to apply towards the product. Having already read about the promotion for waived upgrade fees, and knowing it is not only applicable towards products in store (as John was insinuating) I declined, feeling decidedly like John was trying to take advantage of me and the lack of knowledge I may have about current Verizon promotions.
Friday 10/31/2014 –Full Day with Droid Turbo #1
Used Turbo Unit 1 for 24 hrs, after charging to full. My battery drained unusually fast, so that I was getting less than 20 hours on the battery. I took screenshots of my battery reports during two full discharges to demonstrate to reps that the battery was in fact underperforming, knowing that evidence would be useful because it is hard to just look at a phone and tell it has a battery issues.
Saturday 11/1/2014 – Return Turbo #1 for Turbo #2
11am- Returned to Verizon store. I worked with sales associate “Ross” and brought my concerns to his attention. He also frequently made furtive trips to have whispered discussions with Andre, who I assume is his manager, throughout our conversation about my wanting a replacement unit. They did a “test” on my phone in which they just opened up a call and let it sit for 15 minutes, then said “oh it looks like it drained normally.” As if they know, on a phone that is literally 2 days old. I could tell they were bullsh*tting me, they had no interest in looking at the battery data I had saved on the phone demonstrating the VERY fast discharge, and when I expressed my displeasure, Ross again went and had another whispered conversation with Andre, and he came back and said “we want to help you out….” He proceeded to tell me that they would replace the unit for me. He then went into the back and came out with a box in one hand and another Droid Turbo unit in his other hand—I never saw him take it out of the box. He switched my sim card into the unit he brought from the back, and said I had to keep my current box/etc and did not give me the matching box with the unit. Here is the first time I have a unit that doesn’t match my box/IMEI number information. This is despite me requesting the box to keep the serial numbers consistent.
Saturday 11/1/2014 – Later that Day with Turbo #2
When I get Droid Turbo #2 home and start using it that evening in low light conditions, I see that there is a noticeable change in color from the top left to the bottom right of the screen. It was evident in multiple apps, and although subtle, is very apparent when you utilize a graphic designed to test color and brightness consistency on a display. (I used Display Test app, “viewing angle graphic” which demonstrated clearly the screen was not uniform.) I make plans to go in on Sunday and have it exchanged for a unit with consistent color reproduction.
Sunday 11/2/2014 – 11am. – Returning Turbo #2 for Turbo #3
I return to Verizon for the 3rd time in 4 days. At this point, I am feeling decidedly emotionally raw from my previous experiences in which I felt that employees had ZERO interest in what I had to say or show them. I explain that I’m here to have my device replaced because the screen color is not uniform. They immediately get General manager Steven S. to deal with me, and after taking a cursory glance at my unit underneath glaring overhead can lights at the front desk (where you can hardly see the screen anyways) tells me “He doesn’t see a problem.” I am detecting barely contained hostility at this point—I feel that the employees have labeled me as a “problem” to be dealt with. Another employee, Matthew, hovers nearby the entire time I’m dealing with Steven, making me feel even more ganged up on and adding non-helpful comments from time to time. At this point they have made no effort to get any information from me. I needed to tell them that the flaw is visible in dim light, when the screen brightness is turned down lower, and how you can see it in certain apps, etc, but they took a defensive posture from the beginning as though they had already decided I was wrong.
After nearly 90 minutes standing at the counter arguing in front of MANY CUSTOMERS IN THE STORE, that there was a flaw that CAN BE PERCEIVED, I plead for them to just LOOK more closely at what I’m trying to show them. I am at my wit’s end at this point, ready to cancel my contract.
Steven S. finally goes to get a magnifying instrument resembling a jeweler’s loupe, and looks at the test graphic that clearly shows the non-uniform screen through it. HE AGREES THAT HE CAN SEE THAT THERE IS A NON-UNIFORMITY IN THE COLOR REPRODUCTION ON THE SCREEN!!! This is an important point, because later on I am told that “there was no defect found on the units I returned” by Solutions manager Jeff.
Steve S. agrees to replace the unit as defective and tells me Matthew will get my replacement. Matthew then goes into the back and does not emerge for nearly ten minutes. Just to get my unit from the shelf? When he comes out of the back, again, he is holding another turbo unit in one hand, and the box it may or may not have come out of in the other. Like Ross did for my last replacement, Matthew swaps my sim card into the other unit, but does not give me the new box despite my asking to exchange, again, to keep serial numbers consistent.
At this point they could have given me back the unit I had returned the day before and I would not be any wiser. I’m feeling more and more uncomfortable about the lack of transparency in this process, and the way employees at this store are handling my complaints and concerns in general.
I leave the store, vowing never to return and completely emotionally traumatized and exhausted from the process.
When I get home that evening…
…and start to use my Droid Turbo #3….the flash starts to malfunction. At first it just misses timing on a photo every third or so, making photos oddly red and dark. Then, it’s giving an odd “half flash” instead of a fully bright flash occasionally. Solutions Manager Jeff G, sent me text message following up on my customer experience. I responded:
(Mon, 11:31 AM) “the camera flash has been wonky on two occasions, like it isn’t timed right with the shutter..I’ll wait and see how it works out.” He does not respond.
Sunday 11/3 and Monday 11/4 – Turbo #3 Flash Not working at all, periodically.
As I’m testing the camera over Sunday night and Monday morning, the flash stops working completely on three different occasions. Even when set to “always on” the flash has just stopped turning on. It gives a weak “half flash” the first time you try after it’s been sitting a while, then just never turns on again. This happens on and off as I test the camera in various lighting situations. Clearly a malfunction, by any definition.
Again, I text Solutions manager Jeff G:
(Mon 6:49pm) “Hahah crud. My flash no longer works at all. Apparently it wasn’t going to be ok.”
Jeff G responds:
(Mon 7:06pm) “At this point, any manufacture defects needs to go through Motorola directly. We have exchanged 2 devices already for this line we will not be able to exchange out a 3rd device for the same model. If you are still unhappy with this device we can exchange it for a different model phone and we will waive the $35 restocking fee, however, if you feel this is just a manufacture defect you can reach out to Motorola at 800.734.5870 or motorola . com
So according to the Solutions manager , there is a 3 unit limit per customer on models of the same device, despite experiencing manufacturers defects that employees admitted were in fact manufacturer defects?
I respond:
(Mon 7:06pm) “ I didn’t realize there was a limit on manufacturer defects! What would you recommend? Is a non working flash on a phone that has taken less than 50 pictures a manufacturer defect or a feature of the droid turbo? Because I’d love to have your answer on record.”
Jeff G responds:
(Mon 7:13pm) “After reviewing the devices exchanged the manufacture defects that were reported are not currently listed as defects by Motorola as a result the devices exchanged were done as a courtesy as a Verizon customer. Future defects should be reported to Motorola. Again if you are unhappy with this phone we are willing to make a final exception to waive the restocking fee to exchange the device for a different model.”
So, at this point I am insulted and offended. First of all, the devices I returned were not exchanged as a “courtesy”—I had demonstrated and provided evidence, BEYOND WHAT SHOULD EVER HAVE BEEN NECESSARY OF A CUSTOMER YOU WANT TO BE COURTIOUS TO, that each of the devices I exchanged were not performing as advertised. Secondly, he is flat our refusing to honor Motorola’s manufacturer’s warranty, despite the fact that I have had the unit for less than 24 hours and it is in PRISTINE condition.
Can a Verizon employee (Jeff) arbitrarily and retroactively change the terms of your exchange of a defective device? Verizon is contractually obligated to provide you with a device that functions as described, but instead Jeff is saying “basically, we took care of you because you whined about it hard enough.” This is despite the verbal attestation of multiple employees at the location that the defects were indeed noted at my time of exchange.
Tuesdsay, 11/4/2014 – I call Motorola. (Case # XXX-XXXXX)
I take Jeff’s advice and call Motorola- I still want a functioning Droid Turbo. Talk to Tech support about flash issue, they agree to send a replacement unit no problem. They ask me for the IMEI number. This is where the problems created by the employees at the Verizon Store Maple Village come to the surface.
I give Motorola my IMEI on the box (XXXXXXXXXXXXX) —but it doesn’t match my device info in their computers. (Remember how they would not give me the matching boxes with my exchanged devices?)
So we investigate further. Motorola tech has me dial a number that gives me Droid Turbo #3’s internal number. (IMEI: XXXXXXXXXXXXX) I get put on hold…and apparently escalated to Tier 2 tech support because the number I gave them isn’t matching the numbers they should have in their system. Fraud alarm bells have gone off, something about what he saw in the info attached to the IMEE# of my device.
Motorola tells me that the Verizon employees have done something wrong, and perhaps even illegal, in processing my exchanges. He says that I need to return to the store and request a replacement unit, with the matching box, serial numbers, parts, etc. This effects my warranty, and apparently could be related to illegal practices behind the scenes at this particular Verizon store? He’s vague about the details, but says they need to escalate it. He gives me a case number and says I’ll be contacted within 48 hours during the investigation.
In Summary:
I don’t know what to say at this point. I demand as many replacement Droid Turbo models as is necessary until I receive a unit that functions as designed and advertised, without defect or flaw, and not as a “courtesy as a Verizon customer,” but as a “fulfilment of the contractual obligation Verizon has to its customers.” This does not seem to be an unreasonable request, given that I am paying for a product and service.
Update at time of publishing: My camera flash has not malfunctioned in 24 hrs, I don't know if it was just working out the kinks, was software related, or new battery, who knows. I don't. What I do know is I have 0% expectation that I will get a replacement unit, so I'm probably just dropping the turbo instead of risking having an unwarranty-able device with no Verizon support and a potential faulty flash.
Try to get the district manager's contact info - they will be able to help you out.
That sucks man. I do have a couple things to say (I know you're mad and I don't blame you for being mad but just some insight on the phone issues not Verizon I won't back them up) I got the Turbo as well and as far as the battery goes.....the first day it's going to suck. Smartphones aren't going to be perfect out of the box because they haven't experienced real world scenarios yet. Phone's batteries can take up to 2 days sometimes more to become for lack of a better term calibrated. My battery was the same but I let it do it's thing and now I get over 24hrs if not close to 40. Yes I'm concious about how I use it but it performs really well. Also your IMEI# is under setting>about phone>status. You don't need the box. One final thing and I'm not assuming anything but....there was an update that came basically the same day this phone went on sale. Now I don't know exactly what the update was for but it may or may not have fixed some of the problems you were having.
As far as Verizon....yeah they didn't treat you right. I'm sorry they did that to you and the reason for this post was again to help you. I noticed you joined xda just this month so I'll say this. This site does a really good job at helping people with issues/questions with their phones. Sometimes it's better to look around on the site or other sites to see what if any other kind of problems other users are having. I am here everyday to read up on things that I may have missed. I mean I spent $600 on the phone, I want to know as much as I can about how to fix or take care of it. No it's not on us as users to fix the problem of a company's mistakes. But sometimes it can produce better results. Feel free to pm me if you have any questions or just to let me know what you think.
Can you just return the phone since you are still in the 14 day return period and get something else?
I dont want to sound like an *** because I have sympathy in wanting a "perfect" phone... but none of the issues you are describing sound like 'manufacturer's defects' to me.
A manufacturer defect is something like: the phone doesnt hold any charge, or half the screen is white, or there is no speakerphone.
"unusually fast drain" of the battery is totally subjective. the screen color issues have already been noted as simply being the result of the quality of the screens in general.
Again, I get you're not happy with the phones, but it may just be that your expectations are too high. the whole sim card swap and holding onto the box thing is wierd though.
rajuabju said:
I dont want to sound like an *** because I have sympathy in wanting a "perfect" phone... but none of the issues you are describing sound like 'manufacturer's defects' to me.
A manufacturer defect is something like: the phone doesnt hold any charge, or half the screen is white, or there is no speakerphone.
"unusually fast drain" of the battery is totally subjective. the screen color issues have already been noted as simply being the result of the quality of the screens in general.
Again, I get you're not happy with the phones, but it may just be that your expectations are too high. the whole sim card swap and holding onto the box thing is wierd though.
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I agree, knowing what I know now about battery new battery cycles, I may not have ever even taken that first one back. In fact, I wish to god I hadn't, because the flash and screen on that one were functioning and consistent (and up to my high standards )
Honestly I am just looking at changing to another model...I just don't think there's another one I want right now, I waited 3 years for the Droid Turbo and I want a good one damnit.
I had some MAJOR issues with Verizon over the past week, spent over 12 hours on the phone with them, spoken with 7 different Reps, until I had enough. I called their Corporate Office......Ezekiel took care of my issues in ONE phone call, AND I was credited for my inconvenience. I've been a Verizon Customer for 8 years, have 7 lines with them, spend, on average, $5500 a year on Service, more if I buy devices (I've bought 4 tablets from them over the past two years my latest being the Note Pro 12.2) and I regularly upgrade my phones out of contract. IF you're having issues again, I'd recommend giving this guy a call, or call their Executive Offices in New York.
I've removed the personalized message and Case Number, but this is the Contact Info for him directly.
If you have additional concerns, please contact me at (770)-521-5633. My office hours are 8:00am– 4:00pm EST Monday through Friday.
Regards,
Ezekiel Fields
Executive Relations
Im perplexed that you didnt just return the phone. There is nothing wrong with our droid turbos but im starting to hate them and i expect to just return them. I dont mind restock fees to get rid of something i dislike
Don't take this too harshly bro but, your being a **** about all of this. If you don't like the Turbo, take their offer to get something else. Otherwise, STFU. They could tell you to piss off but, they are trying to make you happy and you are refusing. They could ignore your emails and calls and tell you you are delusional and let you be stuck with what you have. Here they are though, eating cash hand over fist exchanging phones for you and you persist. If Motorola tells Verizon that your problem isn't a problem, Verizon eats the phone. At $700 a pop, no matter how loyal a customer you are, there is going to come a time when it's just more profitable to let you walk.
Verizon swapping out the phones without visibly removing them from a brand new box, or at least providing you with the original retail packaging, is where I feel Verizon has really screwed up. As a customer, without the original packaging and paper trail, you have no way of supporting any proof of purchase or warranty claims (as you have unfortunately discovered). You also have no way of knowing whether or not those devices are actually new devices. Honestly, given the bull**** runaround they have given you on each occasion, I would seriously not be surprised if each of those "new" phones are actually units other customers have purchased and returned, likely for the same reasons you did. They are probably trying to reduce RMA chargebacks for non-defective units so are betting that either customers perceive faults where there are none, or that some poor schlub will get it and not know any better.
I'd definitely try and get in contact with someone in customer relations, maybe post something on their twitter account, that store is dicking you around.
Otherwise, did you have to pay anything for the phone, or did you use Edge? If you paid something for it, if you did so on a credit card, you may want to contact the card company and see what options you can pursue through them.
Honestly I would just return the phone but not getting a matching imei box after stating your defect is ridiculous. Another thing is that they give you two different ones from the back, what is this? A McDonalds and you exchanging a burger because you didn't ask for pickles. That store is ridiculous and I would take my business elsewhere. I've had a couple instances where I see a problem and they don't believe me and they ask coworkers and they agree because they're buddy buddy and have to be a team. It makes you feel uncomfortable, its not their devices, why do they think returning a phone is a problem. Its not coming out of their pockets, its not their 2 year agreement.
Sent from my DROID TURBO 64 GB
xkape said:
Don't take this too harshly bro but, your being a **** about all of this. If you don't like the Turbo, take their offer to get something else. Otherwise, STFU. They could tell you to piss off but, they are trying to make you happy and you are refusing. They could ignore your emails and calls and tell you you are delusional and let you be stuck with what you have. Here they are though, eating cash hand over fist exchanging phones for you and you persist. If Motorola tells Verizon that your problem isn't a problem, Verizon eats the phone. At $700 a pop, no matter how loyal a customer you are, there is going to come a time when it's just more profitable to let you walk.
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You sound like the employees at the Verizon store I have been visiting--trolly. (Troll-y?) Sorry bub, I'm not going to be intimidated into shutting up about real issues with a product I pay money for, not by you, or the managers at my verizon store.
And here I go breaking my rule about not feeding your kind.
zachtheowl said:
You sound like the employees at the Verizon store I have been visiting--trolly. (Troll-y?) Sorry bub, I'm not going to be intimidated into shutting up about real issues with a product I pay money for, not by you, or the managers at my verizon store.
And here I go breaking my rule about not feeding your kind.
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ok
I work for Verizon on the indirect side (non corporate) in Jersey. They totally violated their own return exchange policy. The reason they did what they did..if my logic is correct..is simply give you a different phone without actually processing an exchange because it will make their internal numbers look bad because of how hard VZW Corp is pushing this phone. I got mine day 1 (also from corporate) and my battery also was not perfect day one..but has gotten better. I know the rep I dealt with personally and know he won't try to screw me. I would recommend going to another Corporate store and explaining the situation to them. Be calm and don't be afraid to turn on the poor mes. Don't be angry as anger is simply reciprocated and doesn't force intimidation like everyone thinks..all it does is make people less likely to help you. Avoid that other store like the plague..now and in the future. Any questions..don't be afraid to PM me.
Sent from my XT1254 using XDA Free mobile app
dano1282 said:
I work for Verizon on the indirect side (non corporate) in Jersey. They totally violated their own return exchange policy. The reason they did what they did..if my logic is correct..is simply give you a different phone without actually processing an exchange because it will make their internal numbers look bad because of how hard VZW Corp is pushing this phone. I got mine day 1 (also from corporate) and my battery also was not perfect day one..but has gotten better. I know the rep I dealt with personally and know he won't try to screw me. I would recommend going to another Corporate store and explaining the situation to them. Be calm and don't be afraid to turn on the poor mes. Don't be angry as anger is simply reciprocated and doesn't force intimidation like everyone thinks..all it does is make people less likely to help you. Avoid that other store like the plague..now and in the future. Any questions..don't be afraid to PM me.
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Thank you for the helpful advice. I hear what you are saying about the anger! Unfortunately it tends to be the only emotion left behind after being so thoroughly run around. That at bitterness
I shared my post with the Michigan district managers via e-mail. I'm hoping that they'll care enough about the fraudulent employee practices to get involved.
I'm with the others here that have said you are being a douche about this. Sorry to hear your third and final exchange from Verizon has an actual defect. The battery, as you already admitted was a mistake to exchange for. The screen was also dumb. If you can only detect a problem with a screen in low light with the brightness turned down there is no problem. That is a "perfect" screen by manufacturer standards. The flash sounds like a real problem and I wouldn't be happy with the phone you have now either, but the problem is that you have already returned tm2 phones which testing showed to be "perfect" and now those phones will have to be refurbished and sold as such at a loss for Verizon. They have to make the call to stop exchanging for the same device at some point because not only are you costing them money, you are depleting the stock in that store meaning they may lose customers because the phone they want is no longer in stock.
As far as them walking out of the back with the phone out of the box, I would interperate that as them pulling out the phone and powering it on before bringing it out to you to make sure that it is functioning properly. I'm not sure why they wouldn't give you the boxes, but as someone else pointed out, there's no reason you needed them. As far as Motorola saying they did something "illegal", I'm calling BS. That isn't information they would share with a customer. They would simply tell you to go back to the store or they would exchange/repair your device.
To the guy who works at an indirect store, I worked at one for quite a while too and I would like to share with everyone else that indirect employees are not told anything about internal exchange practices. I don't know for sure that pulling a phone out of the box before bringing it to the counter is or isn't against policy, but I do know for sure that that isn't something an indirect employee would know.
My Turbos should be here tomorrow and I hope they're only as "defective" as the OP's first 2...
Everyone is entitled to their own opinions.
I wish i was b.s'ing about Motos fraud investigation--my replacement would be on its way now if it wasn't for this. Tech supp tried to process exchange, ran into "unusual information" associated with my ohones ImEI #, elevated my call to a manager, who asked me more questions, told me verizon employees at the store "really did not take care of me," and that they have to open an investigation into the store's practices, putting my replacement on hold--he said the words suspected fraud. *shrug*
rhouse1983 said:
That sucks man. I do have a couple things to say (I know you're mad and I don't blame you for being mad but just some insight on the phone issues not Verizon I won't back them up) I got the Turbo as well and as far as the battery goes.....the first day it's going to suck. Smartphones aren't going to be perfect out of the box because they haven't experienced real world scenarios yet. Phone's batteries can take up to 2 days sometimes more to become for lack of a better term calibrated. My battery was the same but I let it do it's thing and now I get over 24hrs if not close to 40. Yes I'm concious about how I use it but it performs really well. Also your IMEI# is under setting>about phone>status. You don't need the box. One final thing and I'm not assuming anything but....there was an update that came basically the same day this phone went on sale. Now I don't know exactly what the update was for but it may or may not have fixed some of the problems you were having.
As far as Verizon....yeah they didn't treat you right. I'm sorry they did that to you and the reason for this post was again to help you. I noticed you joined xda just this month so I'll say this. This site does a really good job at helping people with issues/questions with their phones. Sometimes it's better to look around on the site or other sites to see what if any other kind of problems other users are having. I am here everyday to read up on things that I may have missed. I mean I spent $600 on the phone, I want to know as much as I can about how to fix or take care of it. No it's not on us as users to fix the problem of a company's mistakes. But sometimes it can produce better results. Feel free to pm me if you have any questions or just to let me know what you think.
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These are the types of guys that make XDA awesome
I really appreciate the kind words sir. I've always felt this is a place where users are supposed to help each other. And as I have been a person (lurker really) who has used this site since my droid x days I felt the new guy needed some assistance. Again thanks. As far as my on topic point, Verizon didn't help the situation and that sucks but again I feel as users sometimes it's better to try to figure out the problem yourself cuz when you add more people to the mix it can get sloppy. XDA is the place you can always go for guidance.
cstone1991 said:
I'm not sure why they wouldn't give you the boxes, but as someone else pointed out, there's no reason you needed them..
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Stop being stupid. When purchasing a new product, you expect it to come with an original retail manufacturing box. That box and internals should match the product purchased, period. Otherwise there would be no point in manufacturers investing time and money into labeling each box with specific serial numbers, model numbers, etc.
Has for the OP -
I had to exchange my Droid Turbo 32GB BN due to a defect as well, though my Verizon experience was much different than the OP during exchange. When exchanging my unit, I was very professional & civil about my complaint, it can make all the difference in the world.
The Exchange:
I was approached immediately upon entering my local Verizon store and greeted by an employee named Jason. I informed Jason to accompany me to the location of the demo display units and personally began explaining to him the differences between devices.
Jason was very hesitant at first, but I quickly produced alternative examples with more detailed information and replicated the issue in real time. Jason at this point was in agreement with me but not fully committed to exchange the device as he had to get manager approval. This transaction took a total of about 5 minutes, from the minute I stepped into the store.
The manager, Jeff, approached the sales counter at this point and spoke briefly with Jason. Immediately the manager began asking the same questions Jason did before hand. In which case I explained to Jeff the same information provided previously with Jason. This transaction took roughly 4 minutes.
Manager gives the go ahead, but before I let him walk away I immediately ask him if they had the 64GB in stock as they did not have it previously. Manager confirms stock, in which I inform him I am willing to pay the difference minus the restocking fee. Manager agrees, Jason retrieves the new Turbo 64GB in an unopened box and begins activation. I quickly ask to see the device and inspect it before he proceeds to make sure it does not have the same issues/defects. Everything looked fine, I give the go ahead. This transaction took 6 minutes.
At this point, while waiting for the activation process, I strike up a nice conversation with a couple of the employees around the counter (as it was slow for them at the time). I bring up the question of how many Turbo units they had sold in the past couple days. The numbers were surprising, around 23 units locally in two days (not including online). They even went so far as to inform me about the limited edition employee version with red metal trim to match Verizon branding and two of the four employees present were actually using Turbos personally.
Activation goes through, I am handed the retail box that matches the unit sold and a receipt with the cost difference. No restock fee applied, only the upgraded capacity valued. They put my exchanged unit in a box, but I inform them to take it out and reset as I did not perform that. They hand me the phone, letting me take care of the reset. I finish reset and complete our exchange.
I thank Jason for his time, we shake hands. I locate and approach the manager Jeff, thank him for his time and shake hands. I do this, so that at this point I establish a connection. Chances are they don't care and I'm immediately forgotten the minute I leave and that is fine. The point is if I have to come back again, I more likely made a bigger positive impact than running in flipping tables
At this point the total time spent from the moment I enter to exiting the store was roughly 28 minutes, chalk it up to 30 give or take.
Sorry you had a bad experience all around, but a little generosity and professionalism can go a long way. (Not aimed at you specifically, don't get defensive)
TL;DR: They did not treat you properly and you have a right to complain.
Have purchased 8 HTC devices over the last 10 years and most recently the One M9. I was prepared to give HTC a chance when the press ridiculed them for lack of progress versus competitors.
My biggest problem was HTC's awful customer service/warranty department who when made aware of the sapphire glass on my rear camera failing would NOT repair it under warranty and told me that I would have to pay for it myself. The device has a Tempered Glass Protector on Screen and Camera along with a Spigen Case on top. My loyalty means nothing to HTC and I will NEVER spend my hard earned money on a HTC product again. I would NEVER recommend HTC to ANYONE and I can see now why the Company has gone into decline. Failure to look after Loyal customers will result in their demise when Samsung LG and Apple are vastly superior in this department.
My Galaxy S5 developed a problem with the rocker buttons and was fixed free of charge a full year into ownership. My iPhone 4s developed an issue with Battery and they simply replaced the device. HTC didn't want to know.
I feel that if this is how they treat their loyal customers then they simply deserve to fail. My hard earned money will be spent elsewhere from now on.
Have you guys had issues with HTC??? If you haven't yet considered a HTC device but might consider one then please do be careful.
jody04c said:
Have purchased 8 HTC devices over the last 10 years and most recently the One M9. I was prepared to give HTC a chance when the press ridiculed them for lack of progress versus competitors.
My biggest problem was HTC's awful customer service/warranty department who when made aware of the sapphire glass on my rear camera failing would NOT repair it under warranty and told me that I would have to pay for it myself. The device has a Tempered Glass Protector on Screen and Camera along with a Spigen Case on top. My loyalty means nothing to HTC and I will NEVER spend my hard earned money on a HTC product again. I would NEVER recommend HTC to ANYONE and I can see now why the Company has gone into decline. Failure to look after Loyal customers will result in their demise when Samsung LG and Apple are vastly superior in this department.
My Galaxy S5 developed a problem with the rocker buttons and was fixed free of charge a full year into ownership. My iPhone 4s developed an issue with Battery and they simply replaced the device. HTC didn't want to know.
I feel that if this is how they treat their loyal customers then they simply deserve to fail. My hard earned money will be spent elsewhere from now on.
Have you guys had issues with HTC??? If you haven't yet considered a HTC device but might consider one then please do be careful.
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I've had six M9's trying to get a phone without a bent frame around the screen! On the last one I thought that rather than return it to Amazon again, I would speak to HTC and see if they would fix the frame for me so I could keep it, as I really love the phone.
The customer service rep basically told me that I would have to pay for them to look at it and for any repairs made and that it was my fault for purchasing a cheap phone from Amazon and not from them directly.
So my reply was, do HTC make two versions of this phone, one cheap that has build quality problems and the other expensive which is perfect? She was confused and said all are the same?! Basically I told her that HTC have serious issues with this handset and she denied it. I highlighted the company is in trouble and that good service is needed to keep loyal customers from leaving, she didn't think HTC had any worries about it's business?! On complete denial about everything and no help at all.
So, long and short of it, I returned the handset to Amazon and will never go near HTC again. I used my local guy in China to source me a Nubia Z9 Mini so i can give the new IMX234 a go, as the camera looks bloody amazing, unlike the M9!
andybg40 said:
I've had six M9's trying to get a phone without a bent frame around the screen! On the last one I thought that rather than return it to Amazon again, I would speak to HTC and see if they would fix the frame for me so I could keep it, as I really love the phone.
The customer service rep basically told me that I would have to pay for them to look at it and for any repairs made and that it was my fault for purchasing a cheap phone from Amazon and not from them directly.
So my reply was, do HTC make two versions of this phone, one cheap that has build quality problems and the other expensive which is perfect? She was confused and said all are the same?! Basically I told her that HTC have serious issues with this handset and she denied it. I highlighted the company is in trouble and that good service is needed to keep loyal customers from leaving, she didn't think HTC had any worries about it's business?! On complete denial about everything and no help at all.
So, long and short of it, I returned the handset to Amazon and will never go near HTC again. I used my local guy in China to source me a Nubia Z9 Mini so i can give the new IMX234 a go, as the camera looks bloody amazing, unlike the M9!
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Its no surprise they are a failing company when that is how they treat loyal customers who have a genuine quality control issue. The support from HTC is disgusting. I'm glad to hear they have lost another customer due to their awful support.
I have had zero problems with their customer service or warranty. In fact they corrected a problem sprint created. Everyone has a different experience. Samsung and apple both treated me like ****. Hell apple charged me for a phone I didn't even have lol had to go to court.
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Well there are also customers that drop their phone and it breaks glass, scratches, dents, dings, starts malfunctioning, etc....and then they call HTC and say it is defective and not their fault. Unfortunately HTC has no way of knowing who is lying and who is not. If they exchanged phones for every customer that claimed defect, they would be exchanging phones that people broke left and right. Certain things shouldn't come loose or start to rattle and if that starts happening they will know it is a defect once they get enough cases. Unfortunately with glass, it is the easiest and most common thing broken on a phone, so doing warranty replacements for broken glass is rare. A screen protector and case do nothing for protecting the camera glass. Most people this has happened to are blaming excessive heat. So I'm assuming you had your phone on the charger over night and it may have overheated from the charger. It would be nice if HTC would at least make an effort to investigate and see if this is possibly happening.
I've only had one experience with HTC customer service, but they replaced the pink tint camera on my M7 for just the labor costs even though it was out of warranty and two years old. YMMV, I guess.
I had this problem as well. It's like talking to a wall with these guys. If you say we will replace your phone no matter what the problem,no questions asked, than you best live up it. When I called, I was bombarded with questions and told I had to pay for them to fix it.
I'll just chime in with my own experience...
I had an HTC One Mini that developed hairline cracks in the plastic (this was a VERY common issue with this phone) and talking with HTC support was, like BR7fan said, talking to a freaking wall. They were totally unaware of the issue even though it was widely reported on XDA. They said they MIGHT be able to fix it for free, but they couldn't tell until they saw it (understandable). But there was a chance I'd have to pay for repair even though there was obviously damage related to neglect. Also, I work remotely, so I have to have my phone for work and the only option was for me to send it in and wait for repair. Anyway, I was frustrated and ended up taking the phone to an AT&T service center and sweet talking them to swap it out for me.
My second experience with HTC was more recent and much better. I had my M8 in my shirt pocket and bent over to pick something up and it slipped out onto the concrete. The glass cracked and there was damage to the metal body. This time I used chat support and the rep couldn't have been better to deal with. I told him what happened, and he checked and said I was eligible for a replacement under the screen replacement policy. I told him that the metal had also been damaged, and he asked me to describe the damage, and while he wouldn't say with 100% certainty that there wouldn't be a problem swapping it out (understandable since I could have been under-reporting the level of damage) he said kind of off the record that if the damage was as I described, there wouldn't be a problem. Anyway, they put a $599 hold on my card + $29 for overnight shipping and the next day I had my new M8 and sent my damaged one back. About a week later the hold was removed from my card.
Anyway, I've had awful CS experiences at a lot of places and then later had great ones. I think it's really hit or miss with these large corporations.
Finally, I think HTC is attempting to shift their warranty policy to be more liberal in replacing/repairing physically damaged phones and honoring warranty for unlocked ones. It seems like this shift isn't going as smoothly as some of us consumers would like.
cstrife999 said:
Hell apple charged me for a phone I didn't even have lol had to go to court.
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Please expand on that
neverdie007 said:
Please expand on that
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My gd had an iPhone 4 though att and paid for apple care and the whatnot. Well she lost the sim card for it (don't ask) and we had to go to att to replace it. The clerk dropped and broke her phone. Att said they would give her a new one without issue as it was 100% fault of the store clerk. Apple sent an email claiming she was commuting fraud and the video evidence that was sent was altered. Att fought with them and eventually won. Well they gave her the phone and everything was fine. Then apple sent an email and a bill through the mail for damages for an iPhone 5s that she didn't have and claimed they could prosecute her for fraud... Yea... In the end apple got her a 5s and she got to keep the 4 as way of a settlement. She could have really ****ed apple up.
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cstrife999 said:
My gd had an iPhone 4 though att and paid for apple care and the whatnot. Well she lost the sim card for it (don't ask) and we had to go to att to replace it. The clerk dropped and broke her phone. Att said they would give her a new one without issue as it was 100% fault of the store clerk. Apple sent an email claiming she was commuting fraud and the video evidence that was sent was altered. Att fought with them and eventually won. Well they gave her the phone and everything was fine. Then apple sent an email and a bill through the mail for damages for an iPhone 5s that she didn't have and claimed they could prosecute her for fraud... Yea... In the end apple got her a 5s and she got to keep the 4 as way of a settlement. She could have really ****ed apple up.
Sent from my 0PJA2 using XDA Free mobile app
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I think it goes to show how customer service can be inconsistent, which in itself is a problem.
My first 6plus had a sunken home button, so wouldn't 'click' as such and the edge of the hole in the glass where the button fits was sharp and uncomfortable to use. Walked in to my local Apple store and walked out with a brand new handset within 5mins, no questions asked.
Got my other half a iPhone 6 and had to return it as she won't move on from her G2, got a refund instantly, again no questions.
Anyone got any ideas how to get my wife away from the G2? Everything else I get for her to try she doesn't like because the bloody icons and app settings are different, between platforms and handsets!
andybg40 said:
I think it goes to show how customer service can be inconsistent, which in itself is a problem.
My first 6plus had a sunken home button, so wouldn't 'click' as such and the edge of the hole in the glass where the button fits was sharp and uncomfortable to use. Walked in to my local Apple store and walked out with a brand new handset within 5mins, no questions asked.
Got my other half a iPhone 6 and had to return it as she won't move on from her G2, got a refund instantly, again no questions.
Anyone got any ideas how to get my wife away from the G2? Everything else I get for her to try she doesn't like because the bloody icons and app settings are different, between platforms and handsets!
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Yeah, too often it seem to depend on what CSR you get, and how their supervisor has been behaving that week.
I've twice had to get the trackpad on my MBP replaced, both times were my fault (too much eating and drinking at my desk :silly, and both times Apple fixed it no questions asked under the protection plan.
andybg40 said:
Anyone got any ideas how to get my wife away from the G2? Everything else I get for her to try she doesn't like because the bloody icons and app settings are different, between platforms and handsets!
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When you figure that out pls share the secret!
My wife has a freaking blackberry z10!!! That she doesn't want to give up because "everything is set up how she wants it".....
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I can tell you that Apple is undoubtedly the BEST in the service and support department! I just don't understand how these other companies can't see how simple it is and just do it the way Apple does! I mean, it makes me not want to buy another Samsung, LG or HTC product, because ALL of them I have had issues with at one point or another. The one time I had an issue with Apple I was so pissed off that I called in to customer care and spoke to a manager about the problem that I had at a store nearby. She saw that I had purchased about 10 Apple devices in the last 8 years or so, and gave me $150 credit for Apple accessories and also next day aired me a brand new 6 Plus because the Apple store would not replace it after I was having problems and I just got done spending almost a grand for the damn thing! These phones are expensive, and if these companies can't take care of us then go somewhere else because someone is willing to take care of you the right way! Just like this G4 I have that has marks on the display due to a screen coating issue at the plant. Because it;s an International model they won't touch it! WOW I understand that companies don't honor some warranties when you buy an imported phone, but when it's 3 days old and the phone just came out and it has defects that are 100% LG's fault, they should have just told me to send the damn thing in and they would fix it, now they lost my business! That just cost them quite a bit considering I buy EVERY damn flagship that comes out! (almost) They don't care though.... -END OF RANT-
jollywhitefoot said:
I'll just chime in with my own experience...
I had an HTC One Mini that developed hairline cracks in the plastic (this was a VERY common issue with this phone) and talking with HTC support was, like BR7fan said, talking to a freaking wall. They were totally unaware of the issue even though it was widely reported on XDA. They said they MIGHT be able to fix it for free, but they couldn't tell until they saw it (understandable).
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Uh they ARE aware of that, I talked about it with people from HTC (and Elevate) and they fixed my border without hassle (though I got a border back that's in even worse shape, but I blame Dynafix for that, not HTC.)
sausje85 said:
Uh they ARE aware of that, I talked about it with people from HTC (and Elevate) and they fixed my border without hassle (though I got a border back that's in even worse shape, but I blame Dynafix for that, not HTC.)
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Sorry, I should have clarified. This was about a month or two after they came out.
jollywhitefoot said:
Sorry, I should have clarified. This was about a month or two after they came out.
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Ah yeah, my request was like a year after release.
But come on, if it was only a month or 2 after release it could be expected that they (the support) wasn't aware of that. Because at first hearing about it, HTC will most likely just sit by and keep eye on it, see if many experience it (as in a certain % compared to sold devices) and then decide to undertake action or just play ffin stupid.
Support can't be blamed with that, they just followed order
sausje85 said:
Ah yeah, my request was like a year after release.
But come on, if it was only a month or 2 after release it could be expected that they (the support) wasn't aware of that. Because at first hearing about it, HTC will most likely just sit by and keep eye on it, see if many experience it (as in a certain % compared to sold devices) and then decide to undertake action or just play ffin stupid.
Support can't be blamed with that, they just followed order
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I wasn't blaming the person. There was already a thread on XDA aboout the issue, but I imagine CS reps are discouraged from acknowledging internet speculation. I was frustrated with the system that was going to make me send my phone in for repair rather than them sending me a new one (with a CC hold, obviously) and then me sending the defective one back. I guess it wasn't clear in my post, but I use this phone for work and didn't have a backup.
jollywhitefoot said:
but I imagine CS reps are discouraged from acknowledging internet speculation.
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Haha, you should. It's exactly as you say it is to the company "just speculation", companies always use bull**** like "only vocal minority" to deceive others. So they rather keep it quiet and ignore forums like this on purpose
I owned a beautiful metallic red HTC One m7 untill recently. It was rooted + BL unlocked (not S-off) since day1 and never ran stock rom. I started noticing all the pictures were out of focus and that camera was stuck in macro mode. I took it back to shop for warranty (it was 1y 8 months old) and they sent it back to HTC for repair. Bootloader showed Relock and it was on an old stock rom nandroid that I found from internet
Almost 3 weeks later it was back, with new camera that was excellent again. They updated to latest Lollipop rom even, with BL still in relock. However they messed up upper speaker grill as the metal was no longer flush with body (stuck out enough to be clearly felt by finger when swiping on screen). I took it back to shop, complained and it got sent away again.
Another 2,5 weeks go by and I get the phone back. This time HTC completely changed the body and screen. It was like having a brand new One M7 in beautiful red. It had still same motherboard and still relock BL. However.... they forgot to install/connect the headset speaker.. so I had no sound when calling someone >_>. Back to shop, complain, explain and return the phone..
So a week later I got the phone back. Except I didnt get the phone back. What I got back was a 32GB M9 in gunmetal grey. I am both happy to have a proper upgrade and for free, a little sad to see my lovely M7 taken from me and quite disappointed in the QC of HTC repair centres.
I've been thinking about it, and I use my phones with cases and screen protectors, any other thing that can go wrong is manufacturing and that's covered by regular warranty.
Also paying a $79 deductible if anything happens.. I'm just wondering if you guys would recommend me getting it.
Did you guys get it and why?
I did not buy it but probably would in hindsight after seeing the problems people are having with the soft chasis.
Sent from my Nexus 6P using XDA Free mobile app
I got it because with the size of the phone I'm not going to use a case. The Nexus 6P feels smaller in my pocket naked than my Nexus 5 did with a Slim Armor case.
I didn't get it, and while I'm still a little on the fence, its ultimately a gamble against yourself and I don't think I'd get it if given the chance. If you're careful with your phone you'll likely end up not needing it. The way I see it, if you're careful with your phone and case/screen protector it then chances are at least good that you won't crack your screen....and if you do, it very well may be that it's far enough down the road that buying a new (or near new) one from a third party wouldn't be THAT much more than the $200 you would have already spent on the Nexus protect plan.
Additionally, yes manufacturing defects could appear in year 2, but if they're that glaring of an issue then year 1 is the more than likely timeframe in which they will pop up. Finally, if nothing else you could always just buy a squaretrade warranty or something similar. It's not THAT much different in price....
i got it bc $89 versus the $650 plus taxes plus overnight shiping my phone cost, it seemed a drop in the bucket. plus i work in construction, ive actually dropped a phone off a 12 ft ladder before, luckily it was in an otterbox defender atm.
Just as an FYI I asked a rep and they said that you can't retroactively buy it. It has to be with the purchase of a nexus. So if you have your phone already you couldn't get it even it you wanted. (I might call and fight this)
for people that missed out on the Nexus Protect, Squaretrade is pretty close. I called them up for a deal although I heard several Promo codes can be found, $89 for 2 years and $75 per dedcutible.
theycallmerayj said:
Just as an FYI I asked a rep and they said that you can't retroactively buy it. It has to be with the purchase of a nexus. So if you have your phone already you couldn't get it even it you wanted. (I might call and fight this)
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I think it is a excellent idea that you can only purchase at the point of purchase with the phone. This will cut down on insurance fraud drastically. Please understand, I am not saying this is you. All these years as an XDA member, I have seen numerous posts from members asking if they can add their carrier's insurance to their plan AFTER they broke their phone for obvious reasons.
All of the information of Nexus Protect was posted on the website during the Google presentation. While ordering the phone, a conscious decision had to be made to accept or decline Nexus Protect.
Maybe as a compromise, Nexus Protect could be available to customers up to 30 days after phone purchase, like SquareTrade? This way a customer could try the phone out and see if they will be keeping it, and not lost the Nexus Protect payment if they returned the phone.
Lol
PaisanNYC said:
I think it is a excellent idea that you can only purchase at the point of purchase with the phone. This will cut down on insurance fraud drastically. Please understand, I am not saying this is you. All these years as an XDA member, I have seen numerous posts from members asking if they can add their carrier's insurance to their plan AFTER they broke their phone for obvious reasons.
All of the information of Nexus Protect was posted on the website during the Google presentation. While ordering the phone, a conscious decision had to be made to accept or decline Nexus Protect.
Maybe as a compromise, Nexus Protect could be available to customers up to 30 days after phone purchase, like SquareTrade? This way a customer could try the phone out and see if they will be keeping it, and not lost the Nexus Protect payment if they returned the phone.
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30 days would be nice....Verizon lets you add insurance within 30 days of purchase (obviously you cant buy the N6P as a carrier phone though)
One could almost make an argument it should be like the extended warranty on a car: can be purchased anytime during the original factory warranty. Even if its higher priced after X amount of time after initial purchase, they should still allow people to buy it.
There is always the chance for fraud....see how easily one can get an RMA unit sometime in the next year for something that "accidentally" happened. Especially something like broken camera glass that is spontaneously occurring, or could occur if you dropped the unit then claimed it did it all by itself.
Just had Google support call me. My device is processing for my 1st RMA; my rep told me that there is no way to add Nexus protect unless I return the device and add Nexus protect to my original order.
That sucks
On the plus side, Google's support is awesome. I've never had such a good series of tech support calls. +1 to Google for that!
Akasa Fox said:
Just had Google support call me. My device is processing for my 1st RMA; my rep told me that there is no way to add Nexus protect unless I return the device and add Nexus protect to my original order.
That sucks
On the plus side, Google's support is awesome. I've never had such a good series of tech support calls. +1 to Google for that!
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Frankly I think Google needs to offer a week extension for those who want to purchase Nexus protect now that they have the device and the general reviews are in. If they had told me that the phone was twice as likely as other devices to break them I would have preached it upfront, ...I made the mistake of assuming that there phone was built to these standards of other Nexus and Android manufacturers. This is my first Huawei phone so I can only assume that any quality defects are reflective of their brand in general and not just this device. This is also a negative score for the other and in most cases smaller manufacturers trying to break into the US market.
Sent from my Nexus 6P using XDA Free mobile app
Yes this phone is the reason why Nexus protect was born.
For the past few days I've been doing the "table test" (putting the phone face down on a flat surface and seeing if it rocks), and up until tonight it sat flush with no wiggle at all. When I tried it tonight, there was a slight wiggle (4 different surfaces w/ case off). The phone is cased and I am super careful with it, and if this is happening after less than a week I can't imagine what would happen in the next 2 years. As hard as it was I made the decision to send it back (even with Nexus Protect already purchased). I would absolutely get Nexus Protect.
To the OP, I say get Nexus Protect or some kind of insurance. Better safe than sorry. I spent $650+ tax on a 126gb phone, usually when phones are newer the costs of replacement screens is insane. $200-400 just for a display assembly. So fixing it yourself is pricey if you break the screen. I replace phone screens for some phones, mostly iPhones because they are a little less complex, don't usually require any heat to remove. This is a phone I probably wouldn't attempt to repair myself and having someone repair it for you would probably be half the price of a new phone.
AndrasLOHF said:
I got it because with the size of the phone I'm not going to use a case. The Nexus 6P feels smaller in my pocket naked than my Nexus 5 did with a Slim Armor case.
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I got the Spigen rugged armor case for now and it's actually really nice. It hugs the phone and doesn't make it seem larger really. The case is a little slick, but not as slick as the phone.
PaisanNYC said:
I think it is a excellent idea that you can only purchase at the point of purchase with the phone. This will cut down on insurance fraud drastically. Please understand, I am not saying this is you. All these years as an XDA member, I have seen numerous posts from members asking if they can add their carrier's insurance to their plan AFTER they broke their phone for obvious reasons.
All of the information of Nexus Protect was posted on the website during the Google presentation. While ordering the phone, a conscious decision had to be made to accept or decline Nexus Protect.
Maybe as a compromise, Nexus Protect could be available to customers up to 30 days after phone purchase, like SquareTrade? This way a customer could try the phone out and see if they will be keeping it, and not lost the Nexus Protect payment if they returned the phone.
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I was in such a rush to order my 6P and get the device on the first wave that I didn't even think about clicking Nexus Protect. I got in touch with customer service and they would not let me add it after my order was in, even in the pre-order stage. Bummer but yes it would have been better if you could add it on as an after thought.
I really regret not having Nexus Protect, seems like the way to go on this.
Crazy Homeless Guy said:
If they had told me that the phone was twice as likely as other devices to break them I would have preached it upfront, ...I made the mistake of assuming that there phone was built to these standards of other Nexus and Android manufacturers.
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Twice as likely? That's just trolling. The 6P may possibly be the best Nexus phone produced, and I owned all of them with the exception of the Nexus S. Look at the other XDA forums for past Nexus devices and then come back and make the same statement. I've seen more complaints (and still do) in the Moto Nexus 6 forums.
PaisanNYC said:
Twice as likely? That's just trolling. The 6P may possibly be the best Nexus phone produced, and I owned all of them with the exception of the Nexus S. Look at the other XDA forums for past Nexus devices and then come back and make the same statement. I've seen more complaints (and still do) in the Moto Nexus 6 forums.
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So the other Nexus phones bend within the first week from pocket wear and tear and have random cracking camera covers?
At this point it isn't if the phone breaks but when will it break. I am hoping to get 6 months of use before I start having durability problems.
Sent from my Nexus 6P using XDA Free mobile app
Seeing all the issues, end with the deductible, I'd buy it in a jiffy if it were available here across the pond.
The fact that they'll express you a new phone like the next day makes it worth it for me. Being without a phone for even a day can be costly for me. And since it's google, I actually expect that they would perform as stated if not better.
Looking to purchase a Nexus 6P but I am very hesitant right now. Probably should have picked it up when it was on sale a few weeks ago but kept going back and forth due to price and couldn’t make up my mind if the 6p is worth switching to from a Note 4. Have a Note 4 and OnePlus so I have some experience using both stock Android and TouchWiz. I can admit stock is somewhat smoother than toucwiz but hated the OnePlus due to lag after taking a picture. It was infuriating. So I came back to my Note 4. I do plan to pick up the Note 6 if sd card is brought back as i like to go back and forth between stock and other android variants. So that’s why I couldn’t make up my mind if the 6p is worth getting. Anyway I digress. My main concern is how Huawei is in reference to warranty and device repair. A few of my friends who bought the device said they did so from google so they won’t have to deal with Huawei in terms of warranty. I also usually buy devices secondhand on Swappa or Ebay as you can get some pretty good deals. However, I think I want to go new this time in case I have any issues. I have a BestBuy 10% coupon so I could get the 64GB from them and pay about $530 total after taxes. Or If I buy it from the google store it will be about $589. Do you guys think the Google customer service is worth the extra cost and not having to deal with Huawei? Is Huawei as bad as in thinking in terms of repairs/customer service? Also is the extended warranty from nexus protect or Square Trade worth it as I know some people did have to sometimes swap a few phones before they got a good one.
Just a warning, you'll want to check that your coupon is usable on phones. Best Buy's 10% off "anything" coupons come in a few different versions, and at least one isn't valid got things like laptops, phone, game consoles etc.
Thanks
7154 said:
Just a warning, you'll want to check that your coupon is usable on phones. Best Buy's 10% off "anything" coupons come in a few different versions, and at least one isn't valid got things like laptops, phone, game consoles etc.
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ok will do so. I'm starting to read abut the Nexus 6P Bending issue and becoming even more hesitant. Decisions , Decisions.
In regards to bending I wouldn't worry too much. Any metal body phone off this size has some risk of bending, but as long as you take reasonable care of it and keep it in a case it will most likely be a non-issue.
With a solid case, the risk of bending is very greatly reduced. Like mentioned above, check the coupon, Best Buy can be a bit tricky with wording.
I love Google's customer support, but, once my order completed properly (it did not clear due to daily limits the first time, hence needing to contact Google), I have had no need to contact them. Anyways, Google often tells people to contact Huawei with device issues, so you may end up discussing a problem with Huawei anyways. Huawei does offer a free screen repair upon contacting them, too, in many cases (from what I hear).
For protection & peaceofmind use Speck Candyshell case...ftw
jasona99 said:
I love Google's customer support, but, once my order completed properly (it did not clear due to daily limits the first time, hence needing to contact Google), I have had no need to contact them. Anyways, Google often tells people to contact Huawei with device issues, so you may end up discussing a problem with Huawei anyways. Huawei does offer a free screen repair upon contacting them, too, in many cases (from what I hear).
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Not if you get the Nexus Protect program on it. I ordered my 6P from Amazon at first, to get a little better price. But then started reading about all the horrible customer service instances with contacting Huawei directly. So I ordered one directly from Google with Nexus Protect, for peace of mind. Returned the Amazon one unopened. This way I always deal with Google, who seem quick to respond and help (mostly by exchanging the phone, it seems), and should never have to deal with Huawei.
If Huawei ever hopes to do well outside of China, they had better do something about their customer service, IMO. Maybe what we read here about them passes for good service in China, but does not stack up well at all compared to the other flag ship smartphone brands.
If you do get it from Best Buy, you will be able to get Geek Squad Protection on it for 7.99 a month plus a $150 deducible. It covers literally anything that could happen to the device. As long as you have a device to bring it, they will give you one.
Sent from my Nexus 6P using Tapatalk