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Hi, I had my Nexus One for about 4 weeks when I discovered dust under the screen. I rang the service centre who said because my phone was over 2 weeks old I couldn’t have a replacement only a repair. I sent it in for repair and it came back a week later.
I checked the phone over and it looked fine. Then 3 days later I noticed that the dust had come back again. Naturally I was very unhappy as the repair was obviously not carried out correctly or there was a fault with phone.
I then contacted the service department again to tell them I was very unhappy with the repair and what could I do to escalate the issue. I was told by Lee after he had spoken to an escalations manager that I could have a doorstep exchange. That was supposed to happen on the Wednesday.
I waited in all day for the replacement and it never arrived. I rang the service department again to ask where my phone was and was told that a doorstep exchange was not available in the UK and should not have been promised to me. They said that I had to send the phone in again for repair. I explained to them that I was not happy with the service I was getting and that I wanted to take it further. All they could offer was to have the phone looked at again and see if they could replace it.
So I sent it in again for repair and after they had had it for 4 days I rang to see what was happening as I had heard nothing. I was told that I could have a brand new replacement phone and I would receive it Friday. It came Friday and I was happier now I had a phone without dust under the screen. That was until I used it when the lighting in the room was low. I then noticed that the soft key lights were not illuminating. I really could not believe this from a supposedly brand new phone.
So yet again I rang the service department explained my problem to Sebastian and he said that the service I had received was not good enough and he would pass it onto his escalations manager and that he would ring me Monday morning which is today. He didn’t ring Dominic did and said that my phone would have to go for repair again.
At this stage I am now that fed up with the whole thing I could not be bothered arguing anymore, as over the weekend the phone had got dust under the screen just like my last one had. So today I am sending my phone in again. It also means that the service centre has had the phone longer in their possession than I have had since owning it.
I like the phone just not the quality of the build of it and also the outcome of service from the service centre.
I would like someone to contact me and explain why I have had so many problems and also insurance that I will have a working phone eventually.
johnboywilson said:
Hi, i had my Nexus One for about 4 weeks when i discovered dust under the screen. I rang the service centre who said because my phone was over 2 weeks old i couldnt have a replacement only a repair. I sent it in for repair and it came back a week later. I checked the phone over and it looked fine. Then 3 days later i noticed that the dust had come back again. Naturally i was very unhappy as the repair was obviously not carried out correctly or there was a fault with phone. I then contacted the service department again to tell them i was very unhappy with the repair and what could i do to escalate the issue. I was told by Lee after he had spoken to an esculations manager that i could have a doorstep exchange. That was supposed to happen on the Wednesday. I waited in all day for the replacement and it never arrived. I rang the service department again to ask where my phone was and was told that a doorstep exchange was not available in the UK and should not have been promised to me. They said that i had to send the phone in again for repair. I explained to them that i was not happy with the service i was getting and that i wanted to take it furthur. All they could offer was to have the phone looked at again and see if they could replace it. So i sent it in again for repair and after they had had it for 4 days i rang to see what was happening as i had heard nothing. I was told that i could have a brand new replacement phone and i would receive it Friday. It came Friday and i was happier now i had a phone without dust under the screen. That was until i used it when the lighting in the room was low. I then noticed that the soft key lights were not illuminating. I really could not believe this from a supposedley brand new phone. So yet again i rang the service department explained my problem to Sebastian and he said that the service i had received was not good enough and he would pass it onto his escalations manager and that he would ring me Monday morning which is today. He didnt ring Dominic did and said that my phone would have to go for repair again. At this stage i am now that fed up with the whole thing i could not be bothered arguing anymore, as over the weekend the phone had got dust under the screen just like my last one had. So today i am sending my phone in again. It also means that the service centre has had the phone longer in their possession than i have had since owning it.
I like the phone just not the quality of the build of it and also the outcome of service from the service centre.
I would like someone to contact me and explain why i have had so many problems and also an insurance that i will have a working phone eventually.
Click to expand...
Click to collapse
HOLY SH!!!!!!
Ever heard of PARAGRAPHS?
Im sorry to hear this bro :-( that's sad how customer service was handled very poorly. That's one heck of a luck you got.
@Paul LOL you think after all this guy has been through, he cares bout paragraphs? I probably be typing with CAPS.
Paul22000 said:
HOLY SH!!!!!!
Ever heard of PARAGRAPHS?
Click to expand...
Click to collapse
haha agreed... i had to follow along with a finger..
in any note.. my debacle is this... had everyone gotten the N1 for say the upgrade price of 179, would there be as much commotion over things. I think part of the unhappiness comes from spending so much on such a fine piece of tech. Dont get me wrong i agree with the OP 100% and would be just as ticked off, but I think that there comes a time when it is fine to say, screw this, just tell me what I need to do in order to make you guys work for my benefit.
let us know how the situation pans out.
you are not the only one here... i got dust, and sent to be replaced. then, the same one came back.. whats worse, the phone rattled. so, i sent it back for refund. heard nothing from them during the following 10 days after the delivery was made. i called back. they told me the phone was lost. FTW. the only solution they have now is ESCALATION...
Still waiting..
Hope you get a resolution soon.
Just out of info where are you returning the phone to? Are the service centres in the UK?
Sorry it was paragraphed in my original email. Had to copy and paste into note pad and forget to check it before posting.
I really only posted to see if anyone else had as many issues as i did.
Yes i could very nearly have typed it all in CAPITAL LETTERS!!! I was mad..
redmongoose said:
Hope you get a resolution soon.
Just out of info where are you returning the phone to? Are the service centres in the UK?
Click to expand...
Click to collapse
Yes UK Milton Keynes.
palosjr said:
haha agreed... i had to follow along with a finger..
in any note.. my debacle is this... had everyone gotten the N1 for say the upgrade price of 179, would there be as much commotion over things. I think part of the unhappiness comes from spending so much on such a fine piece of tech. Dont get me wrong i agree with the OP 100% and would be just as ticked off, but I think that there comes a time when it is fine to say, screw this, just tell me what I need to do in order to make you guys work for my benefit.
let us know how the situation pans out.
Click to expand...
Click to collapse
Yes this is the first time i have bought a phone out of conract.
Maybe i have learnt a lesson!
w00yee said:
you are not the only one here... i got dust, and sent to be replaced. then, the same one came back.. whats worse, the phone rattled. so, i sent it back for refund. heard nothing from them during the following 10 days after the delivery was made. i called back. they told me the phone was lost. FTW. the only solution they have now is ESCALATION...
Still waiting..
Click to expand...
Click to collapse
Oh crickey, i feel a little better now reading your post..
Do you by any chqnce have a picture of the dust under the screen? Id really like to see what this is all about
Check here:
http://forum.xda-developers.com/showthread.php?t=613115
johnboywilson said:
Hi, i had my Nexus One for about 4 weeks when i discovered dust under the screen....
Click to expand...
Click to collapse
Holly sh..* I would start to hate this phone ..actually, after that I don´t even dare to search for any dust .....
JoshHart said:
Do you by any chqnce have a picture of the dust under the screen? Id really like to see what this is all about
Click to expand...
Click to collapse
Its away for repair again!
w00yee said:
you are not the only one here... i got dust, and sent to be replaced. then, the same one came back.. whats worse, the phone rattled. so, i sent it back for refund. heard nothing from them during the following 10 days after the delivery was made. i called back. they told me the phone was lost. FTW. the only solution they have now is ESCALATION...
Still waiting..
Click to expand...
Click to collapse
I'd be disputing the purchase charge with my card issuer if I were you!
I had a similar issue. i tried purchasing aNexus with my Paypal Card but since it was over $500, it was declined by paypal since i had some limitations!
then i used my bank accounts debit card and tried to purchase the phone again, the shopping cart showed me 1 Nexus one phone. very good, i went through with the purchase and a few hours later i receive an automatic email stating the first purchase has been re initiated since the card was changed.
So now i had purchased 2 phone after various emails and complains, the only solution they told me was to send one of them back without opening it. and so i did. a max of 14 days was expected for the refund.
i called Several times in between those days ad said the payment should be coming soon, 16 days passed and nothing so i called again and sent google and email and i received a refund of $521 and not the $560 i paid. i emailed google and told them that the item was never opened and they told me i would get charged for restocking fees either and that it was never my fault to have purchased 2 phones rather than one.........
2 weeks later i receive the remaining refund of $40. a total of 1 month to get everything settled and i AM NOT RICH TO HAVE $600 taken for that long of a time.....
Not to mention, the other phone which i kept had the dust issue too, sent it back and received a brand new one cuz it was under the 14 days. but it had the same dust issue too. i just decided to keep it and every once in a while i get a piece of computer paper or note cards and clean it with it! YUP! thats what i do. UGhhhhh
Rusty! said:
I'd be disputing the purchase charge with my card issuer if I were you!
Click to expand...
Click to collapse
Well thats another story which i dare not go into
minogue said:
I had a similar issue. i tried purchasing aNexus with my Paypal Card but since it was over $500, it was declined by paypal since i had some limitations!
then i used my bank accounts debit card and tried to purchase the phone again, the shopping cart showed me 1 Nexus one phone. very good, i went through with the purchase and a few hours later i receive an automatic email stating the first purchase has been re initiated since the card was changed.
So now i had purchased 2 phone after various emails and complains, the only solution they told me was to send one of them back without opening it. and so i did. a max of 14 days was expected for the refund.
i called Several times in between those days ad said the payment should be coming soon, 16 days passed and nothing so i called again and sent google and email and i received a refund of $521 and not the $560 i paid. i emailed google and told them that the item was never opened and they told me i would get charged for restocking fees either and that it was never my fault to have purchased 2 phones rather than one.........
2 weeks later i receive the remaining refund of $40. a total of 1 month to get everything settled and i AM NOT RICH TO HAVE $600 taken for that long of a time.....
Not to mention, the other phone which i kept had the dust issue too, sent it back and received a brand new one cuz it was under the 14 days. but it had the same dust issue too. i just decided to keep it and every once in a while i get a piece of computer paper or note cards and clean it with it! YUP! thats what i do. UGhhhhh
Click to expand...
Click to collapse
Oh god im hearing some stories now ive posted this!
I have another story regarding the buying of it which is also a nightmare
Hi All,
I am in a little trouble here. I ordered 3 Nexus 4s at the start of this year. 2 of which work like charm, however, one had issues since day 1. The camera NEVER worked. It always gave error "CANNOT CONNECT TO CAMERA". The signals kept loosing all the time, literally all the time.Phone restarted too too much. Then came android 4.3. I updated the android version and since then, the phone went off off itself and never turned back on. It is stuck at the X sign while starting/restarting. The battery however if full.
Now yesterday I called, Google helpline. I told him 2 issues with the phone.
1) Camera never works
2) It loses signals all the time.
I told the guy i have factory reset the phone quite a lot of times but nothing fruitful happend. Then this guy asked me to follow certain steps to get my phone to factory reset. I tried but nothing worked. He said unless and until you dont factory reset it, I can process your request for warranty. Then he also mentioned something like, if its software bug, we will handle it and if its a hardware bug, you will have to send to LG.
Long story short, I wanna know:
A) Does Google only handle SOFTWARE problems under warranty? Not the HARDWARE ones???
B) If Google processes my warranty and sends me a new device, what do they see in the defected unit when they get it from the customer? Or they just release the amount they held from customer's account, once faulty device is received, without even checking the device?
c) The silver rim in the phone has peeled off slightly from two edges. Does it mean they won't return the amount which they will hold before sending me the replacement device? As I did not mention about it on phone because I didn't consider it a problem and was ok with it.
d) Lastly, when I receive the new device, do I need to send the faulty one in the same box in which I received the new device? Or like, how do I ship them the faulty unit?
My phone is COMPLETELY stock and NEVER rooted.
rev_11, bought in March 2013
No one?
I've sent in my Nexus 4 for cracked screen repair. This is what I learned.
A. Google will fix any hardware problem, so long as they don't believe you caused it.
B. Upon receipt of your defective phone they inspect it to find out two things.
1. What's the damage/how can it be fixed/how much it will cost
2. What/who might have caused it, to determine who will foot the bill
C. Cosmetic damage is not a problem -- it happens. They repair your phone and usually don't send you a refurbished unit.
D. You ship your device to them for repair, initially.
Can a brother get some thanks?
og1502 said:
I've sent in my Nexus 4 for cracked screen repair. This is what I learned.
A. Google will fix any hardware problem, so long as they don't believe you caused it.
B. Upon receipt of your defective phone they inspect it to find out two things.
1. What's the damage/how can it be fixed/how much it will cost
2. What/who might have caused it, to determine who will foot the bill
C. Cosmetic damage is not a problem -- it happens. They repair your phone and usually don't send you a refurbished unit.
D. You ship your device to them for repair, initially.
Click to expand...
Click to collapse
I ship them my device for repair? But they will already send a new device, so what will I do once they are done repairing my device? As in will they send it back and return me my old device once it's repaired?
Moreover, what I have learnt from posts on this forum about RMA, Google care less and they release the amount once they receive the faulty unit. People got their amount released even after sending Google rooted devices :/
Can a brother get some thanks?
Click to expand...
Click to collapse
Gave u 1 .. And your first one
I contacted LG for warranty service, not Google. I told them my phone was bust, they told me to send it in for it to be evaluated. I did, they did, and they got back to me with an estimate because I had broken it. I gave them the go ahead to fix it and my credit card number over the phone to pay for the repairs and within a week I had the same phone I sent them, fixed.
filthykid said:
I ship them my device for repair? But they will already send a new device, so what will I do once they are done repairing my device? As in will they send it back and return me my old device once it's repaired?
Moreover, what I have learnt from posts on this forum about RMA, Google care less and they release the amount once they receive the faulty unit. People got their amount released even after sending Google rooted devices :/
Gave u 1 .. And your first one
Click to expand...
Click to collapse
ad far i know,you send the device, if they see its their fault, they send a new device and everything finishes here.
What happens to the broken device? idk, maybe they fix and re sell or just throw in the trash, who knows?
Lol ok. But i think that's not how it works. What i have learned from their support page is that they hold your amount and send you the new device. Then u send then the faulty device and they release your amount. Case closes
Sent from my Nexus 4 using xda premium
I have two nexus 6ps, and one has been mostly flawless. My husband's, on the other hand, stopped turning on/charging one day out of the blue. He'd only had it 7 months? Didn't drop it, didn't get it wet. Can't get it into recovery, or anything. So called Huawei support. This was March 6th. They requested photos, and once they got them, they said they'd ship out a shipping label. I sent the photos like they asked, and called them back an hour later, to confirm they'd received them, and that it was covered under warranty. Once I got them on the phone, they confirmed the device would be covered, and verified my email and shipping address, and said they'd send out a shipping label "tomorrow". Tomorrow came and went, as did the next day, and the next. I should have called them back straightaway, but I thought maybe they were running behind. Finally March 15th, I called them. They looked up my info, and asked me a few questions: "Has it been dropped?, Did it get wet?" (These were the same questions they asked me when I sent them the photos.) Somehow they hadn't checked ALL the boxes to allow my shipping label to be sent. So the 16th, I finally get it. Send it out that day. Wait. They said 10 business days for it to get fixed.
I called them back today. Waited on hold for an hour. Finally got ahold of someone. All he could tell me is that it'd been received (Thanks, but I got that email...I want to know when I get it back!). I then requested a manager. He was very polite, but all he could tell me was there were more problems than anticipated with the 6p and it was taking longer than normal to get them returned. This doesn't help me. By now my husband has been on his old samsung galaxy s4 for over a month. And still no estimate on when the 6p will be returned. I told them I didn't pay $XXX hundred dollars to not have a phone, and this was greatly discouraging my interest in using them as a phone provider in the future. Anyone know any way to speed up the process? I thought I'd ended all my phone problems when I swore I'd never touch another one plus one again.
radi0chik said:
I have two nexus 6ps, and one has been mostly flawless. My husband's, on the other hand, stopped turning on/charging one day out of the blue. He'd only had it 7 months? Didn't drop it, didn't get it wet. Can't get it into recovery, or anything. So called Huawei support. This was March 6th. They requested photos, and once they got them, they said they'd ship out a shipping label. I sent the photos like they asked, and called them back an hour later, to confirm they'd received them, and that it was covered under warranty. Once I got them on the phone, they confirmed the device would be covered, and verified my email and shipping address, and said they'd send out a shipping label "tomorrow". Tomorrow came and went, as did the next day, and the next. I should have called them back straightaway, but I thought maybe they were running behind. Finally March 15th, I called them. They looked up my info, and asked me a few questions: "Has it been dropped?, Did it get wet?" (These were the same questions they asked me when I sent them the photos.) Somehow they hadn't checked ALL the boxes to allow my shipping label to be sent. So the 16th, I finally get it. Send it out that day. Wait. They said 10 business days for it to get fixed.
I called them back today. Waited on hold for an hour. Finally got ahold of someone. All he could tell me is that it'd been received (Thanks, but I got that email...I want to know when I get it back!). I then requested a manager. He was very polite, but all he could tell me was there were more problems than anticipated with the 6p and it was taking longer than normal to get them returned. This doesn't help me. By now my husband has been on his old samsung galaxy s4 for over a month. And still no estimate on when the 6p will be returned. I told them I didn't pay $XXX hundred dollars to not have a phone, and this was greatly discouraging my interest in using them as a phone provider in the future. Anyone know any way to speed up the process? I thought I'd ended all my phone problems when I swore I'd never touch another one plus one again.
Click to expand...
Click to collapse
Hello...
They Huawei has a lot of issues with the N6P lately.
Phones having degraded batteries, phone Entering bootloop with no fix. Every week, there are more and more people coming on XDA with those issues.
I can imagine the rest of the world, basic consumers who don't know tech websites also have the same issues. Huawei certainly can't keep up with so much phones/motherboard/battery replacement and i guess they don't have much stock at the moment. Some with 32GB version even got 64GB or 128GB versions back...
I don't know a way to speed up the process unfortunately. Hoping you'll get your husband's device back asap.
Cheers...
5.1 said:
Hello...
They Huawei has a lot of issues with the N6P lately.
Phones having degraded batteries, phone Entering bootloop with no fix. Every week, there are more and more people coming on XDA with those issues.
I can imagine the rest of the world, basic consumers who don't know tech websites also have the same issues. Huawei certainly can't keep up with so much phones/motherboard/battery replacement and i guess they don't have much stock at the moment. Some with 32GB version even got 64GB or 128GB versions back...
I don't know a way to speed up the process unfortunately. Hoping you'll get your husband's device back asap.
Cheers...
Click to expand...
Click to collapse
Thanks for the reply!
Sounds like I should just break down and buy something else for him and even if/when I get this one back, just sell it ASAP! Ugh.
radi0chik said:
Thanks for the reply!
Sounds like I should just break down and buy something else for him and even if/when I get this one back, just sell it ASAP! Ugh.
Click to expand...
Click to collapse
Not trying to scare you by the way... :angel:
This phone is really great. It's just sad how they handle the issue. No proper explanation on the origin of the problem. People having a 1 year warranty see their device dead after 12 to 15 months and can't do anything...
Huawei Google made some exceptions for those whom their warranty ended, but others have to pay for battery/motherboard replacement and that's just a shame. When they clearly know the device will fail anyway...
I was one of the folks with the one plus one that got in the "bad batch of touchscreens" and I had similar problems getting it fixed. Maybe I'm just not meant to have smartphones.
This is very unfortunate, however I don't think there is much that you can do to speed the process up. Huawei made a great phone with the 6p, however their direct customer support has been lack luster at best. I wouldn't hesitate to buy another Huawei device, however I would not purchase it directly from them. I bought my 6p from Google and they have had very great support for the product, even replacing the device when it was 6 months out of warranty as I was having battery issues. So my advice would be to purchase from Google the next time as manufactures aren't really geared toward customer service. I hope that you get your device back very soon.
tommyg562000 said:
This is very unfortunate, however I don't think there is much that you can do to speed the process up. Huawei made a great phone with the 6p, however their direct customer support has been lack luster at best. I wouldn't hesitate to buy another Huawei device, however I would not purchase it directly from them. I bought my 6p from Google and they have had very great support for the product, even replacing the device when it was 6 months out of warranty as I was having battery issues. So my advice would be to purchase from Google the next time as manufactures aren't really geared toward customer service. I hope that you get your device back very soon.
Click to expand...
Click to collapse
Google has been great on support and very lenient on granting returns from the beginning throughout the Nexus line, but I'm pretty sure you won't be buying another Huawei phone through Google. With the finger-pointing both ways on the 6P, I think they are done.
I feel your pain
radi0chik said:
I have two nexus 6ps, and one has been mostly flawless. My husband's, on the other hand, stopped turning on/charging one day out of the blue. He'd only had it 7 months? Didn't drop it, didn't get it wet. Can't get it into recovery, or anything. So called Huawei support. This was March 6th. They requested photos, and once they got them, they said they'd ship out a shipping label. I sent the photos like they asked, and called them back an hour later, to confirm they'd received them, and that it was covered under warranty. Once I got them on the phone, they confirmed the device would be covered, and verified my email and shipping address, and said they'd send out a shipping label "tomorrow". Tomorrow came and went, as did the next day, and the next. I should have called them back straightaway, but I thought maybe they were running behind. Finally March 15th, I called them. They looked up my info, and asked me a few questions: "Has it been dropped?, Did it get wet?" (These were the same questions they asked me when I sent them the photos.) Somehow they hadn't checked ALL the boxes to allow my shipping label to be sent. So the 16th, I finally get it. Send it out that day. Wait. They said 10 business days for it to get fixed.
I called them back today. Waited on hold for an hour. Finally got ahold of someone. All he could tell me is that it'd been received (Thanks, but I got that email...I want to know when I get it back!). I then requested a manager. He was very polite, but all he could tell me was there were more problems than anticipated with the 6p and it was taking longer than normal to get them returned. This doesn't help me. By now my husband has been on his old samsung galaxy s4 for over a month. And still no estimate on when the 6p will be returned. I told them I didn't pay $XXX hundred dollars to not have a phone, and this was greatly discouraging my interest in using them as a phone provider in the future. Anyone know any way to speed up the process? I thought I'd ended all my phone problems when I swore I'd never touch another one plus one again.
Click to expand...
Click to collapse
Yep, my 6p- Aluminum 32GB phone had the problem. Same issue plaguing others too, infinite bootloop. Android Recovery Mode doesn't fix it, nothing does.
I sent it to Huawei on 3/10/17 and its now 4/14/17 and they still haven't given me back the phone. The message they give me is "the phone is fixed and is just waiting to be shipped"..... yeah sure I have been told this 4 time since 3/24/17, an ETA please? No, no ETA. You start to get suspicious the second time around and downright furious on the 3rd......and 4th time 21 FREAKING DAYS LATER. Had it escalated today 4/14/17. Hoping for the best :silly:yeah no I'm not. Lawsuit time?
stealthraven5 said:
Yep, my 6p- Aluminum 32GB phone had the problem. Same issue plaguing others too, infinite bootloop. Android Recovery Mode doesn't fix it, nothing does.
I sent it to Huawei on 3/10/17 and its now 4/14/17 and they still haven't given me back the phone. The message they give me is "the phone is fixed and is just waiting to be shipped"..... yeah sure I have been told this 4 time since 3/24/17, an ETA please? No, no ETA. You start to get suspicious the second time around and downright furious on the 3rd......and 4th time 21 FREAKING DAYS LATER. Had it escalated today 4/14/17. Hoping for the best :silly:yeah no I'm not. Lawsuit time?
Click to expand...
Click to collapse
That doesn't sound promising They CLAIMED they shipped the phones out overnight, once they were fixed. Yeah I'd be livid. I'm sorry, let me know if you ever get it? *sigh*
anyone know how I can relock the bootloader so i can send it my in for RMA - using toolkit but it bootloops on me
r29 said:
anyone know how I can relock the bootloader so i can send it my in for RMA - using toolkit but it bootloops on me
Click to expand...
Click to collapse
Hello,
Does it even bootloop while in bootloader? I thought bootloop happens when trying to reboot to system or recovery?!
Also, why using a toolkit to lock your bootloader?
Boot to bootloader and "simply" issue:
fastboot flashing lock
In a command prompt...
Good luck...
5.1 said:
Hello,
Does it even bootloop while in bootloader? I thought bootloop happens when trying to reboot to system or recovery?!
Also, why using a toolkit to lock your bootloader?
Boot to bootloader and "simply" issue:
fastboot flashing lock
In a command prompt...
Good luck...
Click to expand...
Click to collapse
Got it to work. didnt have the latest adb tools.
Same boat
I'm kinda in the same boat, I sent in my 6p for repair, got an email this Monday telling me that they received the phone and would let me know if it was under warranty and if it would be repaired, if it couldnt they would let me know. The very next day I get my phone back and they just threw it in a half empty box with 1 little piece of bubble wrap and it was not repaired. There was no paperwork as to why it was returned not repaired and when I called Huawai they had no idea why it was returned. All they told me was that they would escalate it to a supervisor. So far I have not heard anything. I will not quit until I get a replacement device.
radi0chik said:
I have two nexus 6ps, and one has been mostly flawless. My husband's, on the other hand, stopped turning on/charging one day out of the blue. He'd only had it 7 months? Didn't drop it, didn't get it wet. Can't get it into recovery, or anything. So called Huawei support. This was March 6th. They requested photos, and once they got them, they said they'd ship out a shipping label. I sent the photos like they asked, and called them back an hour later, to confirm they'd received them, and that it was covered under warranty. Once I got them on the phone, they confirmed the device would be covered, and verified my email and shipping address, and said they'd send out a shipping label "tomorrow". Tomorrow came and went, as did the next day, and the next. I should have called them back straightaway, but I thought maybe they were running behind. Finally March 15th, I called them. They looked up my info, and asked me a few questions: "Has it been dropped?, Did it get wet?" (These were the same questions they asked me when I sent them the photos.) Somehow they hadn't checked ALL the boxes to allow my shipping label to be sent. So the 16th, I finally get it. Send it out that day. Wait. They said 10 business days for it to get fixed.
I called them back today. Waited on hold for an hour. Finally got ahold of someone. All he could tell me is that it'd been received (Thanks, but I got that email...I want to know when I get it back!). I then requested a manager. He was very polite, but all he could tell me was there were more problems than anticipated with the 6p and it was taking longer than normal to get them returned. This doesn't help me. By now my husband has been on his old samsung galaxy s4 for over a month. And still no estimate on when the 6p will be returned. I told them I didn't pay $XXX hundred dollars to not have a phone, and this was greatly discouraging my interest in using them as a phone provider in the future. Anyone know any way to speed up the process? I thought I'd ended all my phone problems when I swore I'd never touch another one plus one again.
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glserr said:
I'm kinda in the same boat, I sent in my 6p for repair, got an email this Monday telling me that they received the phone and would let me know if it was under warranty and if it would be repaired, if it couldnt they would let me know. The very next day I get my phone back and they just threw it in a half empty box with 1 little piece of bubble wrap and it was not repaired. There was no paperwork as to why it was returned not repaired and when I called Huawai they had no idea why it was returned. All they told me was that they would escalate it to a supervisor. So far I have not heard anything. I will not quit until I get a replacement device.
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oh hell. Sounds like I'll be lucky if I ever see it again. Geez. NOT a good reputation these Huawei people have.
I sent mine out March 26th and I'm in the same boat as everyone. They will not give you an update on the phone. Been about a month now. Tried heckling with Google to no avail. Ended up buying the s8+ bc I couldn't wait any longer. I also emailed the lawyers who are doing the class action lawsuits in hopes I can add my name to that list. We will see what happens
Well, it's happened on Monday. Was using my phone and bloop....screen goes off and that's the last time it worked. Gradually got to the stage where it wouldnt even loop but my 5x is dead. RIP.
So, being out of warranty and all I sent an email to LG to see how much it would cost to repair. Reply came back with a series of questions but no "reply to" address. That's one way of hiding from the problem I suppose. For a company to try and avoid their responsibilities for a screamingly obvious hardware flaw is way out of order. At least Samsung had the guts to put their hands up.
Sharing this as part of the grieveing process in a way for the old Nexus devices. Had a 4, a 7 and then a 5x. The Pixels came out but when I saw their price tags and the setups it just reeked of apple (excuse the bad swearing language). Very sad really for someone who rarely went a whole week without the simple process of changing rom or setup or kernel but that was the beauty of the Nexus ethos.
Since Monday evening I have been the owner of a Moto G5 Plus. Only charged it three times since getting it. Ads are part blocked in stock, it's nippy and am moving on with my life post nexus. Trouble is it's still on 7.0 but not a big issue for me.
Anyway, thanks guys and gals for the good times. LEarnt a lot about android, poor customer service and build quality from LG and made some good friends (and enemies) on here.
Keep happy
My 5X also died from last Sunday.... I sent my phone to authorized service (Procordia in Greece). I'm waiting now when the phone will be fixed (changing motherboard).
So I know you already moved on to the G5 plus, but you should see about getting it repaired. Then you could always keep on hand as a .spare device. Mine bootlooped (a second time) well out of warranty but I filled out the RMA request on LG's website (didn't talk to anyone, just like I did the first time) and they fixed it a second time for free. I don't recall how long they did it for, but they extended the warranty
edit: should point out I'm in the US and it might not go as well in other countries
My nexus died on me yesterday, still have 3 days left in warranty. Filed 2 reports to LG to request a repair and have had no email or anything, its as if my request has vanished. This is utterly ridicolous as I need a phone and I'm currently without one and can't afford anything worth buying. Will have to resort to using my Nokia 1600. Shame on LG for being like this
You should try contacting LG via phone and that might work better. The 5X warranty has been extended to 18 months on a case by case basis since this is a hardware problem. If they won't fix it, all you did was spend time on the call, but if you are eligible to have it fixed, you'd have a spare phone.
These bootloops are getting more and more common as our phone ages. Mine froze and shut down randomly and bricked while using it a few months back. Thankfully I bought mine here in the UK from Carphone Warehouse where I sent it for repairs, got the motherboard replaced, and fixed in one week, for free with the 2-year warranty. It sucks that LG aren't willing to help you guys though.
Mine died on me earlier this year. Luckily I had some backup phones. Using my old 2013 Nexus 5 currently. I can get life from my phone here and then but it freezes and shuts down during the boot animation. I bought mine from someone off craigslist so I doubt I'd have any luck getting it fixed by Google or LG. Too bad parts are hard to come by or I would try and buy a new motherboard and replace it myself. I really do miss using the 5X though. Just got to hold off until the end of the year for the next Pixel.
My Nexus 5X also bootlooped itself to death yesterday. I purchased it January 2016 when my Nexus 5 decided to kill itself. Unfortunately I also bought a 5X for my girlfriend at the same time which I'm expecting to go anytime now. I'm currently using my Samsung Galaxy S II that I bought at launch and is still alive 6 years later. Sucks because the only new phone that looks good to me right now is the LG G6, but I don't trust LG anymore so I don't know what to replace it with. Galaxy S 8 is purdy but I don't want to deal with burn in (like on my GS2). Essential also looks nice but doesn't have a headphone jack so that's out. Might have to go Sony with it's gigantic bezels. :-\
Update: Getting a refurbished replacement from Google. Hopefully by the time this one dies there will be some more appealing replacement options.
My second 5X died few days ago. Good phone bad quality
Mine died today. Warranty expired last October but they are sending me a refurb replacement. I've had it since November 2015 and even Bought it off swappa so I feel fortunate in one way but a phone should last a lot longer than that.
Tulsadiver said:
Mine died today. Warranty expired last October but they are sending me a refurb replacement. I've had it since November 2015 and even Bought it off swappa so I feel fortunate in one way but a phone should last a lot longer than that.
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Who did you go through? Google or LG? I bought mine from someone off Craigslist but haven't tried asking for a replacement since I've never had any type of warranty. Did you have to show any kind of receipt of buying it or anything or did they just simply say "Ok" and send you a refurbished one? Also, did you call them or email them?
jsgraphicart said:
Who did you go through? Google or LG? I bought mine from someone off Craigslist but haven't tried asking for a replacement since I've never had any type of warranty. Did you have to show any kind of receipt of buying it or anything or did they just simply say "Ok" and send you a refurbished one? Also, did you call them or email them?
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I went through Google. All they did was ask for and run the lME number. I did not expect anything to come of it but I thought it was worth a try. I chatted online.
Tulsadiver said:
I went through Google. All they did was ask for and run the lME number. I did not expect anything to come of it but I thought it was worth a try. I chatted online.
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Well I just might do the same. If you bought it from a third party and it died yesterday and your already getting a refurbished one, I think I may have a shot. Good to know. Thanks
Well. Some progress here too.
Decided to give LG a go but as I bought it over ebay they wouldnt entertain any warranty work but gave me their out of warranty people called SBE here in the UK.
Contacted SBE and without any commitment on their behalf the fella said that they would look at it and if its not showing signs of damage and water etc then it should be covered as they have permission to replace faulty motherboards with only postage costs.
So am packing the phone off to them and see what happens. Anybody else experienced this route? Would be worth getting it fixed just to sell the damn thing afterwards.
jsgraphicart said:
Well I just might do the same. If you bought it from a third party and it died yesterday and your already getting a refurbished one, I think I may have a shot. Good to know. Thanks
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Sure,
the verbage is a bit intimidating saying that they are putting full price for refurbished on hold on your account to see if it is covered by warranty but what they want to do is make sure you didn't run over it or drop it from a ten story building.
Tulsadiver said:
Sure,
the verbage is a bit intimidating saying that they are putting full price for refurbished on hold on your account to see if it is covered by warranty but what they want to do is make sure you didn't run over it or drop it from a ten story building.
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So you have to send the broken phone to them I assume?
jsgraphicart said:
So you have to send the broken phone to them I assume?
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Yes, and then when they receive it and see it's not physically damaged (water, smashed screen) they refund you back the price of the phone. I didn't have to pay shipping either way.
oprah winfrey said:
Yes, and then when they receive it and see it's not physically damaged (water, smashed screen) they refund you back the price of the phone. I didn't have to pay shipping either way.
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It's kind of funny they would even hold onto the price of the phone seeing as the device isn't under warranty and it would be no loss to them. I mean, what would be the scenario where they would actually charge you the amount of the phone?
jsgraphicart said:
It's kind of funny they would even hold onto the price of the phone seeing as the device isn't under warranty and it would be no loss to them. I mean, what would be the scenario where they would actually charge you the amount of the phone?
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They send you the phone right away and give you 21 days to get the bad phone back to them. The hold is to make sure they get an undamaged phone returned to them.
Tulsadiver said:
They send you the phone right away and give you 21 days to get the bad phone back to them. The hold is to make sure they get an undamaged phone returned to them.
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Ah, ok. Well that makes sense then. I thought they would send it to you after they analyzed the damaged one.
Ok so lets go back to the beginning. I ordered my one plus 8 pro on the prelaunch on the 22nd and i had issues with battery drain i thought was just me well i decided to root it once i received it and this was before really messing with it. After i rooted i realized my fingerprint scanner wasnt working and went through trouble shooting and One plus set up a remote flashing. Anyways they used MSM and tried to flash my device 4x and canceled it mid flash twice and it ended up in qualcom crash mode. I Was forced to set up an RMA over a week n half ago and they just received the phone on the 1st due to ups issues. It was inspected and my replacement was supposed to go out today and it didnt so i contacted oneplus and they had no idea what was going until i received an email a lil bit ago that they are out of stock and it can take up to 30 days for a replacement. They want me to take a refund or wait for a replacement but the problem is on the prelaunch i got the free wireless charger and bullets and they wont allow me to return them and want to deduct the price of both items. The have given me no other options. I am only making this post so that anyone who needs to RMA will now you may not get a replacement device because they are out of stock and dont keep replacements on hand.
Dewaynelives said:
Ok so lets go back to the beginning. I ordered my one plus 8 pro on the prelaunch on the 22nd and i had issues with battery drain i thought was just me well i decided to root it once i received it and this was before really messing with it. After i rooted i realized my fingerprint scanner wasnt working and went through trouble shooting and One plus set up a remote flashing. Anyways they used MSM and tried to flash my device 4x and canceled it mid flash twice and it ended up in qualcom crash mode. I Was forced to set up an RMA over a week n half ago and they just received the phone on the 1st due to ups issues. It was inspected and my replacement was supposed to go out today and it didnt so i contacted oneplus and they had no idea what was going until i received an email a lil bit ago that they are out of stock and it can take up to 30 days for a replacement. They want me to take a refund or wait for a replacement but the problem is on the prelaunch i got the free wireless charger and bullets and they wont allow me to return them and want to deduct the price of both items. The have given me no other options. I am only making this post so that anyone who needs to RMA will now you may not get a replacement device because they are out of stock and dont keep replacements on hand.
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Theres clearly stock issues all over. Atleast they have agreed to give you a refund or a replacement dont see they issue of why they are the worst customer support. They could turn around and not replace your phone as you caused the issue....
Honestly. Just wait.
Don't return anything, just let it come.
Call them daily and become a pain in their backsides.
Bummer, but might show up sooner...
dladz said:
Honestly. Just wait.
Don't return anything, just let it come.
Call them daily and become a pain in their backsides.
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Well guys today i was told that if i wait and something is wrong with the device i will be out of warranty to replace it again or refund so i can either get refund now or im screwed.
its ridiculous how they are trying to screw the customer over. I have bought every oneplus device since the 3 and i have called everyday and they told me today that if i dont return the headphones they will charge me for the free gifts so i have to return them if i wanted a refund and i asked if i received this new device and something was wrong would i be able to get a new device or have it replaced and they said no cause after May 31st i would receive a refurbished device and will not be able to get a refund for any purpose. I am honestly over it and thinking about switching to the pixel just because i have never had this issue when returning an item to them.
Dewaynelives said:
Well guys today i was told that if i wait and something is wrong with the device i will be out of warranty to replace it again or refund so i can either get refund now or im screwed.
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I was just told by a OnePlus representative today that the warranty resets after a replacement device. This is really confusing that they're not telling everybody the same thing. I shipped my device today. Hoping for the best
smileguy91 said:
I was just told by a OnePlus representative today that the warranty resets after a replacement device. This is really confusing that they're not telling everybody the same thing. I shipped my device today. Hoping for the best
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You might wanna call back I talk to the main support team and they said that all purchases have been extended to the 31st of this month and will not refund or replace any phones unless refurbished after that. The first time I called they said the same untill I talk to a guy who got ahold of the main support team and they verified that it doesn't reset just they will extend till the 31st.
Dewaynelives said:
You might wanna call back I talk to the main support team and they said that all purchases have been extended to the 31st of this month and will not refund or replace any phones unless refurbished after that. The first time I called they said the same untill I talk to a guy who got ahold of the main support team and they verified that it doesn't reset just they will extend till the 31st.
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That can't be true can it?
In fact I'm pretty sure with a phone that's less then a month old you still have two years warranty.. RMA or not.
The guy who told you otherwise is talking bubbles.
You have two years end of. It's your absolute right.
Don't return anything, let the phone come back to you and you'll retain your warranty. This is their fault and that is that.
dladz said:
That can't be true can it?
In fact I'm pretty sure with a phone that's less then a month old you still have two years warranty.. RMA or not.
The guy who told you otherwise is talking bubbles.
You have two years end of. It's your absolute right.
Don't return anything, let the phone come back to you and you'll retain your warranty. This is their fault and that is that.
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You'd prolly need to find the relevant laws to begin with, or scour their ToS and warranty info. That's a bit of time itself.
Then, you'd need to present a case with them, and who says they're remotely competent. OP customer support has legitimately been worse than google as customer support. I honestly feel it's there to put a check mark on paper.
So lets say that with said proof, they still deny it. Ok, cool. Now what? I mean, if you're fortunate, you can take them to court over it. But this isn't a small business. Some companies will legitimately draw out court cases and more, simply for the fact you'll have to give up at some point, because we all don't have hundreds of thousands waiting in the bank, and the years to process the info. By the time you even did succeed anywhere, this phone would be 5 years old at least.
In all honesty, short of gross misconduct, oneplus can pretty much do whatever they want at this moment, and there's very little recourse if any for them to deal with it.
Corporate tyranny is real. This is my first OP device, and as much I like it (minus dislikes on some) the customer service is one of the worst I have ever experienced. So much so, this will be my last OP device as well.
Sorry if none of this reads coherently, half asleep.
Truant_Luce said:
You'd prolly need to find the relevant laws to begin with, or scour their ToS and warranty info. That's a bit of time itself.
Then, you'd need to present a case with them, and who says they're remotely competent. OP customer support has legitimately been worse than google as customer support. I honestly feel it's there to put a check mark on paper.
So lets say that with said proof, they still deny it. Ok, cool. Now what? I mean, if you're fortunate, you can take them to court over it. But this isn't a small business. Some companies will legitimately draw out court cases and more, simply for the fact you'll have to give up at some point, because we all don't have hundreds of thousands waiting in the bank, and the years to process the info. By the time you even did succeed anywhere, this phone would be 5 years old at least.
In all honesty, short of gross misconduct, oneplus can pretty much do whatever they want at this moment, and there's very little recourse if any for them to deal with it.
Corporate tyranny is real. This is my first OP device, and as much I like it (minus dislikes on some) the customer service is one of the worst I have ever experienced. So much so, this will be my last OP device as well.
Sorry if none of this reads coherently, half asleep.
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Nah I get you. Tbh any company can act in this way. I've only had to contact OnePlus 2 times and they were good.
It's the situation I think that's causing problems. Personally I'd hold fire and let it come back. Just get one of them to say that it'll happen and you'll be fine.
Or not. Just get a refund and bite the bullet on the bullets, could probably get a Xiaomi or similar device for the remainder of the money
Ok just to update this a bit. I have no idea what's going on now now I agreed to a refund and now waiting for such. They have giving me different stories bout the returns and such but i was referring to the fact if you buy a one plus device you have 15 days to get a brand new replacement or refund and after the 15days it's refurbished and no chance of refund. At first I was told that the 15days restarts once u receive the replacement but now I'm being told that all devices are covered till may 31st.
Dewaynelives said:
Ok just to update this a bit. I have no idea what's going on now now I agreed to a refund and now waiting for such. They have giving me different stories bout the returns and such but i was referring to the fact if you buy a one plus device you have 15 days to get a brand new replacement or refund and after the 15days it's refurbished and no chance of refund. At first I was told that the 15days restarts once u receive the replacement but now I'm being told that all devices are covered till may 31st.
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Great then stick with that. Calls are recorded, you can refer to that, note the time..
dladz said:
Great then stick with that. Calls are recorded, you can refer to that, note the time..
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Thanks bud I have most the chat logs in my email so that's one thing but OnePlus has a special response team that only the call reps can contact and without them contacting them they just repeat same thing.
So let me get this straight. You were having battery issues so instead of doing a factory reset or contacting customer support you took it upon yourself to root the device causing more issues? Now you're mad at OnePlus because you're getting some sort of a run around because OnePlus devices are sold out?
To be honest if it were me I wouldn't be so reluctant to hand out a free phone or a refund after you caused more issues than just battery drain. The initial problem could have been possibly fixed fairly easily had you have not tinkered with the phone. After you rooted the device they tried to flash it and it wouldn't work and you're saying it's somehow oneplus' fault? Yikes
Guess this should be a lesson learned. Don't Tinker with a device that has issues and expect 100% full compliance from the manufacturer. Just for an example I have a warranty on my vehicle and I was told if I do any self repairs my warranty is voided. You should just be happy they're offering you what they have since you have already said it was you that caused the problems outside of the battery drain.
Oh and let's not forget the fact that you want OnePlus to give you money for free items that you received when purchasing the phone. I mean for real they were free..
Update still no refund.
Dewaynelives said:
Ok so lets go back to the beginning. I ordered my one plus 8 pro on the prelaunch on the 22nd and i had issues with battery drain i thought was just me well i decided to root it once i received it and this was before really messing with it. After i rooted i realized my fingerprint scanner wasnt working and went through trouble shooting and One plus set up a remote flashing. Anyways they used MSM and tried to flash my device 4x and canceled it mid flash twice and it ended up in qualcom crash mode. I Was forced to set up an RMA over a week n half ago and they just received the phone on the 1st due to ups issues. It was inspected and my replacement was supposed to go out today and it didnt so i contacted oneplus and they had no idea what was going until i received an email a lil bit ago that they are out of stock and it can take up to 30 days for a replacement. They want me to take a refund or wait for a replacement but the problem is on the prelaunch i got the free wireless charger and bullets and they wont allow me to return them and want to deduct the price of both items. The have given me no other options. I am only making this post so that anyone who needs to RMA will now you may not get a replacement device because they are out of stock and dont keep replacements on hand.
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That sounds like they went above and beyond to keep you happy, once you rooted it, they could have told you no replacement or refund.
Also, you will not receive your replacement for at least a couple more months, the phone is out of stock and given the current global issues I don't see them shipping out replacements any time soon.
As a previous post said, let's hope you learned a lesson and contact support BEFORE rooting.
yodasmaster said:
That sounds like they went above and beyond to keep you happy, once you rooted it, they could have told you no replacement or refund.
Also, you will not receive your replacement for at least a couple more months, the phone is out of stock and given the current global issues I don't see them shipping out replacements any time soon.
As a previous post said, let's hope you learned a lesson and contact support BEFORE rooting.
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Actually You're wrong! It wasn't cause I rooted maybe if you read the whole thing you'd understand! They set me up with an appointment to flash the device with a flashing appointment and the guy started and stopped mid flash 3x then it got stuck in Qualcomm crash mode and he said to replace it! I have waited over a month for a refund also and the replacement as far as that I don't even want to deal with them anymore! They have no idea what goes on in this company and for over a thousand dollars you damn right I'm gonna be pissed.
Dewaynelives said:
Actually You're wrong! It wasn't cause I rooted maybe if you read the whole thing you'd understand! They set me up with an appointment to flash the device with a flashing appointment and the guy started and stopped mid flash 3x then it got stuck in Qualcomm crash mode and he said to replace it! I have waited over a month for a refund also and the replacement as far as that I don't even want to deal with them anymore! They have no idea what goes on in this company and for over a thousand dollars you damn right I'm gonna be pissed.
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So you're waiting for a refund or a replacement? Did you send everything back? If you send everything back and haven't gotten the refund, dispute it with your credit card company.
Sent from my IN2025 using Tapatalk
Request replacement they told me to change it to refund cause it would be two months for a replacement and still nothing. If you want proof message me I'll send you proof. I sent everything back I have screenshotted the chats and all.