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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?
So here's the deal, since I got my Evo the back cover hasn't fit properly - I don't mind too much so I placed a small sheet of paper which gave the back the proper curve and fixed it.
But now I've got a new issue starting to appear - The screen coming loose towards the bottom!
My friend got an Evo and his is flawless, why should I suffer from pre-ordering!?
I work in Chicago, and naturally I went to a Radioshack close to where I actually live - no Evo's, can't help me.
I call Sprint, they tell me go to where I bought it or all the can do is sent me a re-certified phone - that's bull****, the phone is brand new & not even two weeks old yet.
I go to the Radioshack where I bought it - No Evo's, all they can do is call me when one comes in. Also claim they haven't been sent any since launch.
So here it is, I'm a new Sprint customer who just switched from Verizon and they are already leaving me dry. I've got 30 days to cancel all this, yet they don't seem to care enough to get me a new phone.
My phone is brand new and defective, how the hell does Sprint think they can send me some re-certified model!?
Do they have some deal where if they don't send phones back to HTC they get a discount? I mean seriously, if this phone isn't under a manufacturer's warranty against defects it damn well should be!
This also doesn't cover the fact when I preordered, Radioshack told me there was no $10 data fee - not to mention failed to tell me about activation fees and Sprint surcharges!
I asked about it, almost insisting they could be wrong, yet they kept reassuring me there was no charge. I put $50 down on a non-refundable gift card to pre-order, bull**** they didn't know/disclose all costs when I asked! (Their disclosure of costs was "taxes")
If I don't get my NEW phone before 29 days, I will cancel the whole thing and rant anywhere and everywhere until I am heard!
EDIT: Let me put it this way, for all those who don't understand...If Sprint guaranteed me a new phone when there's availability, that would be 100% fine with me, this is not the case, they want to send me a re-certified phone right after I just bought one brand new!
EDIT #2: Here's my logic...the phone is provided by Sprint (to Radioshack), Sprint pays a spiff (to Radioshack), my service is through Sprint (which is paying off the phone), and my contract is through Sprint.
Why does the fact that I bought it at Radioshack even matter!? Sprint is at the core of all of this.
It's like saying a have a 1 year warranty on an Sharp TV that Sears sold me and trying to take care of it through Sears...after that 30 days it's not Sears' problem. The service through Sprint is ongoing and this phone is part of it, how is Sprint not responsible?
You have got to be kidding me with this post right? I guess you assume the magic phone maker ferry is going to make YOU a phone just so YOU can be happy, but everyone else has to wait until they get re stocked because they sold out of all their phones.
Please, just cancel it already, people like this ruin it for the rest of us. How can you not understand that being back ordered means NO ONE is getting new ones right now, they can't just make it appear out of nowhere. Yikes.
lol wow lets give baby what he wants....
Neotelos_com said:
So here's the deal, since I got my Evo the back cover hasn't fit properly - I don't mind too much so I placed a small sheet of paper which gave the back the proper curve and fixed it.
But now I've got a new issue starting to appear - The screen coming loose towards the bottom!
My friend got an Evo and his is flawless, why should I suffer from pre-ordering!?
I work in Chicago, and naturally I went to a Radioshack close to where I actually live - no Evo's, can't help me.
I call Sprint, they tell me go to where I bought it or all the can do is sent me a re-certified phone - that's bull****, the phone is brand new & not even two weeks old yet.
I go to the Radioshack where I bought it - No Evo's, all they can do is call me when one comes in. Also claim they haven't been sent any since launch.
So here it is, I'm a new Sprint customer who just switched from Verizon and they are already leaving me dry. I've got 30 days to cancel all this, yet they don't seem to care enough to get me a new phone.
My phone is brand new and defective, how the hell does Sprint think they can send me some re-certified model!?
Do they have some deal where if they don't send phones back to HTC they get a discount? I mean seriously, if this phone isn't under a manufacturer's warranty against defects it damn well should be!
This also doesn't cover the fact when I preordered, Radioshack told me there was no $10 data fee - not to mention failed to tell me about activation fees and Sprint surcharges!
I asked about it, almost insisting they could be wrong, yet they kept reassuring me there was no charge. I put $50 down on a non-refundable gift card to pre-order, bull**** they didn't know/disclose all costs when I asked! (Their disclosure of costs was "taxes")
If I don't get my NEW phone before 29 days, I will cancel the whole thing and rant anywhere and everywhere until I am heard!
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My situation is similar. I planned on switching from AT&T to Sprint, however, now, I don't know what to do. I have two defective EVOs, bought from Best Buy, and I have called every Best Buy in a 1 hour driving radius from my home in order to locate one (5 or 6 of them), none had any AND they refused to even take down my information to call me when they came in. Basically, they just told me to screw off. I am free to call back whenever I want to check, but they refuse to hold it in store even if I find one. Apparently it's a first come first serve basis, since they already have my money, what do they care?
Best Buy told me to use my warranty, Sprint won't do me any good because I don't want a recertified phone, as mine isn't even two weeks old yet.
And it's sad, because I really like my Sprint service, but I don't have time to screw around driving all over the face of the planet, escalating issues, etc. I just want two working phones, and that's all. I don't want credits, I don't want freebies. I'll even buy two new screen protectors with my own money.
But, 30 days is fast approaching, and once that mark hits they're no longer liable to care at all about my issues, and I have a feeling that's just what will happen.
I'll try over the next two weeks to locate a replacement. Otherwise, I'll just have to cancel (and I feel bad for Sprint, as it's not really their fault).
I understand all that, but where in the contract does it say the 30 days is waved from such circumstances?
Where does it say after 30 days I will still be eligible to trade for a new phone?
You both seem to be missing my point, the contract says 30 days if you have issues or want to cancel, it doesn't mention circumstances such as this.
What makes you think they wont give someone bull**** about the 30 day policy?
I've been ****ed over at least once by every phone provider I've had, I don't put anything past them.
return phone and port out within 30 days, wait for EVO stock to come back in, port back in. You also got free service for the days you were with Sprint anyway so who cares.
themyst said:
return phone and port out within 30 days, wait for EVO stock to come back in, port back in. You also got free service for the days you were with Sprint anyway so who cares.
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Does it effect credit score?
roybotnik said:
You android users are ****ing pathetic. You think everyone should have to hack their phone and superglue the screen on after paying $200 for it. I can see why the poster is pissed. HE BOUGHT SOMETHING AND ITS ALREADY FALLING APART. You have to sign up for a 2 year contract to get this thing and it falls apart in the first few weeks?
If the poor quality of the phone doesn't make everyone return it, then I'm sure the android fanboys telling everyone to 'suck it up' will. This type of stuff is the reason android will never be taken seriously.
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This is not even close to accurate in so many ways. First of all, he isn't complaining that he doesn't like the phone, he's complaining that he has a defective one and they don't have one in stock immediately to replace it.
Second, I guess you should tell that same horrible argument to the iphone, blackberry, porsche, ferrari, lambo, etc. owners that buy their high priced items only to find out there is a problem of some kind. There will ALWAYS be problems. That's why we have warranties and replacements, you just gotta be a little patient sometimes. This whole I WANT IT RIGHT NOW OR I'M GONNA RAISE HOLY HELL attitude is why companies have stopped caring if they fix things or not, there will always be nitwits and numbskulls who complain even if theirs is the only one to ever have an issue. "It's junk, take it back, don't get one, mine failed!" get real, grow up, and go back to apple land so steve jobs can control everything you do.
swatpup102 said:
This is not even close to accurate in so many ways. First of all, he isn't complaining that he doesn't like the phone, he's complaining that he has a defective one and they don't have one in stock immediately to replace it.
Second, I guess you should tell that same horrible argument to the iphone, blackberry, porsche, ferrari, lambo, etc. owners that buy their high priced items only to find out there is a problem of some kind. There will ALWAYS be problems. That's why we have warranties and replacements, you just gotta be a little patient sometimes. This whole I WANT IT RIGHT NOW OR I'M GONNA RAISE HOLY HELL attitude is why companies have stopped caring if they fix things or not, there will always be nitwits and numbskulls who complain even if theirs is the only one to ever have an issue. "It's junk, take it back, don't get one, mine failed!" get real, grow up, and go back to apple land so steve jobs can control everything you do.
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Read the post edit, maybe it will clear things up for your ignorant mind!
Neotelos_com said:
I understand all that, but where in the contract does it say the 30 days is waved from such circumstances?
Where does it say after 30 days I will still be eligible to trade for a new phone?
You both seem to be missing my point, the contract says 30 days if you have issues or want to cancel, it doesn't mention circumstances such as this.
What makes you think they wont give someone bull**** about the 30 day policy?
I've been ****ed over at least once by every phone provider I've had, I don't put anything past them.
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The thing is, if you are paying for your insurance plan, they will cover it as long sa you have the phone and replace it 100 times if they have to or upgrade you to the next model up. It's a feature sprint is great with and will go out of their way to help you with. If your phone can't be fixed by simple methods in the store, you get a new one. Problem is, at the moment, there aren't any left in stock, so you may have to wait a little bit to get one. If you like the phone except for the hardware trouble, don't sweat it, they'll give you a new one as long as you own in and as long as you have the insurance plan for 7 a month. If you don't, then add it before 30 days and don't worry about your phone ever being defective.
roybotnik said:
U mad?
It's a ****ing phone. I can see why the poster would be pissed. His device (and SO MANY others) failed almost immediately after buying it and now he has no replacement.
It really doesn't matter what you think - in the end it's a horrible business decision by Sprint. They give people the option to cancel in thirty days, then sell people a phone that breaks in 2 weeks. I think the expectation of having it last longer is not extraordinary.
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That has 0 to do with sprint though, this will be HTC's problem. I'm not mad at all, I'm dumbfounded by the ignorance of people that are posting on some of these issues. Anything you buy could have trouble, if the company that sells it to you is willing to stand behind it and replace it for nothing, why sweat it? It's not like they are saying you're screwed haha you have to pay to fix with ti or live with it broke, they'll fix it for him free of charge, they just have to have one in first.
How in the world this justifies a post of how horrible sprint is and how they are stiffing their pre order customers I have no idea, how can you replace a defective item if you have nothing to replace it with?
swatpup102 said:
You have got to be kidding me with this post right? I guess you assume the magic phone maker ferry is going to make YOU a phone just so YOU can be happy, but everyone else has to wait until they get re stocked because they sold out of all their phones.
Please, just cancel it already, people like this ruin it for the rest of us. How can you not understand that being back ordered means NO ONE is getting new ones right now, they can't just make it appear out of nowhere. Yikes.
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either u HELP the OP or just go else where.if u dont have anything good to say jus dont say anything at all,just leave the thread.
GHOST99K said:
either u HELP the OP or just go else where.if u dont have anything good to say jus dont say anything at all,just leave the thread.
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That's pretty uppity to say, considering the OP was worthless in making the post to begin with and flat out wrong in saying sprint won't help their customers. I am def trying to help him, by showing that sprint will fix it as soon as possible and for free, but some people just don't get it.....
The issue imo is people come in with both guns blazing acting like add holes and wonder why it rubs people the wrong way.
swatpup102 said:
That's pretty uppity to say, considering the OP was worthless in making the post to begin with and flat out wrong in saying sprint won't help their customers. I am def trying to help him, by showing that sprint will fix it as soon as possible and for free, but some people just don't get it.....
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You didn't say that even once and nor did Sprint.
I bought a new phone, I want a NEW replacement...that's all I don't care if I have to wait a month as long as I get what I should very well be entitled to (and the current phone doesn't die completely during that month)!
EDIT: Come to think of it you're changing your attitude drastically after seeing other feedback, it disgusts me, you want to put others down and can't take the heat in return.
Neotelos_com said:
You didn't say that even once and nor did Sprint.
I bought a new phone, I want a NEW replacement...that's all I don't care if I have to wait a month as long as I get what I should very well be entitled to (and the current phone doesn't die completely during that month)!
EDIT: Come to think of it you're changing your attitude drastically after seeing other feedback, it disgusts me, you want to put others down and can't take the heat in return.
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Say what?? Tell me, can you do a google search? Can you see sprints insurance policy? Better yet, can you make it to a sprint store and talk to a rep? They will tell you, if the phone is defective and you have insurance on it, they will replace it for you. If it's something you caused, such as losing it or absolutely destroying it, you pay a deductible and then get the phone replace. Obviously you've never been with sprint before, because not only do they stand behind this policy, they do it with 99% of the time no trouble. A quick trip to sprints site and google will verify this.
The attitude towards this issue hasn't changed at all, I simply don't get why someone would state in a thread that sprint is stiffing pre order customers. How can you possibly replace the first run defective issues if you DON'T HAVE ONE TO REPLACE IT WITH. When they come in, you'll get one, it's really not that complicated.
Look guys just my opinion. Don't like it tough.
People that have been doing this awhile know two things:
BuY from a private sprint store and you can run into trouble
Buy from retailer x and if it breaks you can't expect retailer y to fix it
So we act like cheap ****s and buy from retailers that don't have the rebate and we end up being stuck with said retailer should something happen. You can always send your device in to htc for repairs.
if it were me I'd return it, and buy from a sprint corporate store and let it be lesson learned. When you buy **** from third parties and it doesn't work out there can be issues. Sprint can't tell if that device came from ebay, bb or shack. I don't se how they are responsible for fixing what you retailer should fix.
If you want sprint to fix it, buy it from them.
Sprint doesn't make the device so before you start comparing apples and oranges think about it.
swatpup102 said:
How can you possibly replace the first run defective issues if you DON'T HAVE ONE TO REPLACE IT WITH. When they come in, you'll get one, it's really not that complicated.
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I shouldn't have to have an insurance plan to replace a defective phone that's entitled to be replaced in the first place.
I may end up adding it, but it's ridiculous I should even need it for this particular instance!
Aridon said:
Look guys just my I opinion. Don't like it tough.
People that have been doing this awhile know two things:
BuY from a private sprint store and you can run into trouble
Buy from retailer x and if it breaks you can't expect retailer y to fix it
So we act like cheap ****s and buy from retailers that don't have the rebate and we end up being stuck with said retailer should something happen. You can always send your device in to htc for repairs.
I itf were me I'd return it, and but from a sprint corporate store and let it be lesson learned. When you buy **** from third parties and it doesn't work out there can be issues. Sprint can't tell if that device came from ebay, bb or shack. I don't se how they are responsible for fixing what you retailer should fix.
If you want sprint to fix it, buy it from them.
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Sprint retails to them, what the hell do you mean they can't tell where it came from!?
They register the device right in the store on contract, Sprint pays them a spiff...
Neotelos_com said:
I shouldn't have to have an insurance plan to replace a defective phone that's entitled to be replaced in the first place.
I may end up adding it, but it's ridiculous I should even need it for this particular instance!
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That's such a horrible mindset though. you're telling me you should be able to buy a defective computer, or car, or whatever, and with no insurance plan be able to just have it replaced whenever you want?
If you don't want the $7 sprint insurance, yet another quick search would show you that HTC has a 1 year warranty on the phone. you can send it back to HTC, and they'll send you a new one when it comes in stock. Or, you cna do what most people have figured out, and for $7 for the life time of the phone, take it to the local sprint store and get a new one for free. You think you can buy a laptop with no extended plan from the place you bought it and have them replace it for free if it's defective? You have to send it to the manufacturer to do so, same as this HTC phone. Or, add the insurance, and never worry about it no matter what.
I just don't see why this is so complicated! Go ahead and send it back to HTC if you don't want to spend the extra 7 a month, you can do that if you want, just be prepared to be without one for a few weeks, just like any other product that has this happen....
To me, you sound like the type that would go to a car dealer and buy a car, and if it has an issue after the first month or so you DEMAND a new car RIGHT AWAY instead of letting the dealer at least have a chance to look at it and see if it's something that can be fixed without much trouble. I can't stand those kind of people.
This updated bricked my non-rooted, normal, perfectly running no light-leak or battery issue EVO 4G.
To add insult to injury, when I returned the phone to the Sprint store where I got it, I was told that they didn't have any in stock and wouldn't until "Thursday or Friday". In addition, due to what I would consider to be a very minor scratch on the bezel (not on the screen), which they didn't even notice until I pointed it out to them, they would need to charge me a $25 restocking fee. I argued that this was Sprint's problem not mine, I just downloaded an OTA update to fix a bunch of bugs that were in their software. They said it was policy and there was nothing that could be done about it. And if I wanted to exercise my 30-day out, it would be a $50 restocking fee.
After getting home and calling Sprint to complain, I learned that the store I bought the phone at was actually *not* an official store, rather an independent store called "Sprint Store by InMobile" that only *looked* like a real Sprint store. There is honestly no way to tell the difference. I'm new to Sprint, ditched my beloved iPhone for this thing, how am I supposed to know the difference between a real sprint store and one that's just trying to look like one?
I feel like I've been totally duped. So now I have no phone for a week while I wait to pay $25 for a new phone that actually works the way it was advertised.
posting here will do what ? make you feel better ?
hey man. totally feel for ya. i feel front line employees in a lot of corporate stores have a personal vendetta against their customers... they'll use 'rules' to try to piss off anyone that comes across them...
anyways, i would email sprint customer care... they will take care of you in 99% of cases. this is better than calling because there is a higher chance of you getting tier 2 / tier 3 support and you have written documentation of their promises. just explain exactly what happened and those sensible people will hook you up. good luck and let us know what happens.
I didn't know XDA was the new LiveJournal.
Sorry you had such a bad experience.
I'm really sorry to hear about this, randy. I agree with muncheroo. I'd be willing to bet that if you emailed customer service, you'd find someone who was willing to put a $25 credit on your account for your trouble.
Look on the bright side: at least you can hold your phone with your left hand!
(just a little humor to lighten the mood) Hang in there!
Sporkman said:
posting here will do what ? make you feel better ?
Click to expand...
Click to collapse
Posting here will document my problems, potentially alert other members of my issue (and hopefully helping them avoid an issue), and provide some small form of repercussion against Sprint and InMobile for potential new customers.
randymac88 said:
This updated bricked my non-rooted, normal, perfectly running no light-leak or battery issue EVO 4G.
To add insult to injury, when I returned the phone to the Sprint store where I got it, I was told that they didn't have any in stock and wouldn't until "Thursday or Friday". In addition, due to what I would consider to be a very minor scratch on the bezel (not on the screen), which they didn't even notice until I pointed it out to them, they would need to charge me a $25 restocking fee. I argued that this was Sprint's problem not mine, I just downloaded an OTA update to fix a bunch of bugs that were in their software. They said it was policy and there was nothing that could be done about it. And if I wanted to exercise my 30-day out, it would be a $50 restocking fee.
After getting home and calling Sprint to complain, I learned that the store I bought the phone at was actually *not* an official store, rather an independent store called "Sprint Store by InMobile" that only *looked* like a real Sprint store. There is honestly no way to tell the difference. I'm new to Sprint, ditched my beloved iPhone for this thing, how am I supposed to know the difference between a real sprint store and one that's just trying to look like one?
I feel like I've been totally duped. So now I have no phone for a week while I wait to pay $25 for a new phone that actually works the way it was advertised.
Click to expand...
Click to collapse
I agree that the update bricking devices is unacceptable, but You have to wait because the evo is out of stock everywhere. Not the store's fault. Also, why in the world would you want to point out that your phone has a scratch? You're lucky they're even letting you exchange it, the phone is supposed to be in like new, mint condition if it's going to be returned.
Also there is no restocking fee for doing the 30-day return.
http://www.sprint.com/landings/returns/
Just tell the store to suck it. But if you're upset that you have to wait, you're in the same boat with a few people. I am waiting for my local RadioShack to get some so I can swap it out. Nothing can be done about it, the phone is in high demand.
Check your local laws for information on restocking fees. Most states have some type of limit or just outright make them illegal. But places continue to charge them because hey, who reads laws anyway, right? Hah.
That being said, while Sprint does not charge a restocking fee for cancellations/returns, third parties certainly can of their own free will.
Also, from Sprint's 30 day guarantee - "If for any reason you’re not happy and want to cancel service, just call us to deactivate and return to the original place of purchase to return your undamaged phone or mobile broadband card and we’ll:"
Notice the word "undamaged" there. So if Sprint were to review your unit and consider it damaged, that would essentially mean the benefits of the 30-day guarantee would not apply for your phone (and thus, you may be subject to a restocking fee). I don't know how anal Sprint is about that undamaged part, but just a heads up.
In any case, Sprint CS is absolutely wonderful so i would try giving them a call or shooting them an e-mail.
Appreciate the ideas guys, thank you. I told them about the scratch after they said the phone "has to be completely free of any scratches or marks". In my opinion, this is regular wear and tear, it's not like it's got some gash on the side and a broken front panel, and I didn't agree with the rule. If Sprint broke the phone with their dumb update, then Sprint needs to replace the phone. This is their fault, not mine. The scratch caused a small part of the edge to be roughed up, it didn't brick the phone.
Apparently though, the store can charge me the restocking fee because they're not an official sprint store...so, apparently the normal rules don't apply. I still contend it was misleading and really looks like a corporate store.
Good Luck Randymac. You guys being harsh are really being asses. Email Sprint like others have suggested. The only way to get anywhere with their telephone support is to say you want to cancel your account as soon as they answer the phone.
randymac88 said:
Appreciate the ideas guys, thank you. I told them about the scratch after they said the phone "has to be completely free of any scratches or marks". In my opinion, this is regular wear and tear, it's not like it's got some gash on the side and a broken front panel, and I didn't agree with the rule. If Sprint broke the phone with their dumb update, then Sprint needs to replace the phone. This is their fault, not mine. The scratch caused a small part of the edge to be roughed up, it didn't brick the phone.
Apparently though, the store can charge me the restocking fee because they're not an official sprint store...so, apparently the normal rules don't apply. I still contend it was misleading and really looks like a corporate store.
Click to expand...
Click to collapse
Post Pics of the Store and one of its employees Let us make that observation.
All joking aside though. By posting something like this only adds to the Tech. bloggers that reads these forums and add fuel to the already big fire they like to flame to get readers. Sprint nor the store did you wrong. They are out of phones and I am sure they wish there were not as they only make money when phones are in stock. Ask customer service what you can do in the meantime to accommodate your unfortunate situation. Perhaps a temp phone you can use. If the sprint store reseller you purchased it from could let you borrow a phone they have laying around( I am sure they do ). I have had AT&T and TMOBILE accommodate me on that one before.
Good luck and be patient.
Sporkman said:
posting here will do what ? make you feel better ?
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Click to collapse
Why post in the first place?
Being an ass doesn't help.
To the TC, if you had the ability, I would tell them you were leaving and get a Droid X. That's just downright assholish of them.
Well it seems it's sprint's fault. You of course should get a refund of your billing since you bricked due to them.
Here's a quote from
https://twitter.com/unrevoked
@Sprint: If you accidentally apply the #evo4g OTA twice, your phone becomes a brick. We think it's the radio fw update. Plans to fix?
mrmomoman said:
Post Pics of the Store and one of its employees Let us make that observation.
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Click to collapse
I just might post pics to make my point here (I won't really). The outside of the store had only a big Sprint logo and "SPRINT" above the door. The employees wear black polo shirts with a small Sprint logo and the word "SPRINT" above the left breast. Looks real enough for me...
I don't fault Sprint necessarily...I just feel like I got the shaft here. I have to pay $25 for them to fix their problem. Because the store I bought the phone at, despite looking like a Sprint store, and is listed on the Sprint website, actually isn't a real sprint store. But its not a Best Buy, and its not a Radio Shack either. Maybe I should've known, but it just seems a little misleading to me, and because of it I feel wronged.
They have no loaner phones, so I am without a working phone until maybe they get one in at some point. They credited me for the days without, but that's it.
Go to a corporate store that does repairs. Use sprint.com to check this. They may be able to restore your evo.
Sent from my EVO using Tapatalk
I changed mine a week ago because of the screen separation issue, but let me tell you, the phone had mayor scratches in the 4 corners(it went down the very first day) and the girl in Best Buy not even checked it, she only checked the serial number, so i guess i was lucky.
Oh btw, i bougth this time the Black tie protection plan for 6.99 just in case
I changed mine a week ago because of the screen separation issue, but let me tell you, the phone had mayor scratches in the 4 corners(it went down the very first day) and the girl in Best Buy not even checked it, she only checked the serial number, so i guess i was lucky.
Oh btw, i bougth this time the Black tie protection plan for 6.99 just in case
If your phone is broken, you should be able to get it fixed under warranty. It sounds like you are only getting hit with the restocking fee because you are trying to return/exchange it rather than have it repaired.
Go get your phone back. You really should have never taken it back I'd bet for certain people on this site would have helped you and it really wasn't bricked
So I just got my evo back from BB black tie for a screen replacement (took them 40 days!).
Anyway, before I sent it in everything was perfect - the screen was just cracked. I was completely stock 2.2, no root no nothing, 100% sprint stock. When I sent it in I had all my apps, data, etc on it and when I got it back it was wiped. Now I cant even get through 30 mins use before it locks up on me and I have to reboot. It will absolutely not work with a memory card, and every time I try to charge it the screen flickers and it locks up.
I have reset it like 20 times and I still cant get it to work worth a damn. At first it would work for a few hours, but it seems to be locking up more frequently. It seems to be getting more unstable by the day.
What the hell?? Is this a hardware problem or a software problem? I cant figure out if it is the port on my cell phone or something else but it seems to charge fine when its off.
I want to root it, but I dont want to brick my phone if it locks up or something! Its really random, sometimes it will work for 2 or 3 hours and sometimes it will lock up within 5 minutes of turning the phone on.
Best buy pretty much told me to wait 30+ days or **** off, and I absolutely refuse to use the htc hero they gave me as a loner. What should I do, try to revert back to 2.1, root, then flash another 2.2 rom and see if its OK? Or do I pretty much have to submit to bestbuy's absolutely ridiculous service and waiting period??
What would you do in my shoes?
um?
take it back and tell them that! I have dealt with best buy and they are always willing to work with people. Maybe its just in my area. but if they broke it they should fix it. thats the way things work.
have you attempted any sort of factory restore? I would start there first since your phone was completely stock as you say
Take it back to the damn store and be done with it. Over.
Sent from my PC36100 using XDA App
Hey I work at Best Buy in the mobile phones department and in my opinion you should take it back to the store and speak to the manager of the cell phones department. Get him to understand your situation because as a last resort we could make an exception and replace it with a brand new EVO. However that is up to the manager's call because they take a big hit. The policy is to send it out to service 3 times and after 3 times there is still problems we would replace it with a new product. Just go there and speak with them, Best Buy always aim to deliver good customer service even if it means losing out on couple hundreds of dollars.
Im having the same problem. I just got my phone back from best buy and my phone has been acting wierd ever since.
Sent from my PC36100 using XDA App
easy fix FACTORY RESET !! start over
As someone else said, maybe its just my area(Arlington, TX) but if you go to the cell department and speak to the manager and explain what you told us, they should help, think of it like this, right now we have new hardware releasing almost every month, that means to them that you are ALWAYS a potential sale, especially if you have been a long time customer already, they don't want to lose that, they should help as long as you can remain calm!Good luck, worse comes to worse drive to Arlington, I know the guys at my store will take care of you
I have reset the phone several times with no success
And I'll go back today. I talked to the "head" geek and they didnt even look at my phone. They were just like, we'll send it out and hopefully it wont take 40 days like last time. I was about to flip a **** so I just left after they told me there was absolutely nothing they could do to speed up the process or give me a refurb'd unit.
Looks like im going to just have to send it in and wait. Im really regretting this **** black tie protection plan. ****ing best buy, they should put that on the warranty chart "Black Tie: 30 days, Sprint: 5 days" for replacement. I never even considered weather they would give me a refurbished unit of make me wait.
The dude that sold it to me just kept repeating "deductible deductible deductible"
not to be a devils advocate but you did break the screen and that means you had to do something to the phone. how are you so positive that whatever broke the screen didnt cause additional issues? Also no tech support is going to test a phone for hours on end to see if it freezes up. If it works when it turns on and runs a few minutes it is likly sent back.
Not trying to say that you shouldnt have recieved your phone back in working order just not sure you have a right to say that best buy wreaked your phone when obivously you had to do something to it to break the screen and it could easily have caused additional damage.
Anyway take it in talk to the Cell Phone dept manager. the geek squad cant make the call to give you a new phone all they can do is tell you what they are allowed to do for servicing it. Be respectful and explain the situation calmly and there is a good chance they will help you out. I agree 40 days is rediculous for having a phone get repaired! hope they can switch it out for you.
just take it to a Sprint S and R center, they will AE it, youll have a replacement within two business days. HUrry because S and R centers wont cover warranty come Nov 1st youll have to have ESRP or TEP after then.
at my best buy i would be able to return it for another evo.. it out of stock i would get the epic and pay the difference.. i got the black tie protection its 10 bucks a month
I never let BB or geek squad touch my stuff unless it's to replace it for a new one, you never know if they know what they are doing or if they are just some retard they hired 20min ago.
omegasun18 said:
not to be a devils advocate but you did break the screen and that means you had to do something to the phone. how are you so positive that whatever broke the screen didnt cause additional issues? Also no tech support is going to test a phone for hours on end to see if it freezes up. If it works when it turns on and runs a few minutes it is likely sent back.
Click to expand...
Click to collapse
I know, I dont want to come off as rude but he barely glanced at he the whole time I was talking. He seemed more interested in fiddling with another phone he was working on I guess.
The phone was really fine when I sent it in, I was using it or about 3 weeks with a cracked screen and everything was perfect. The charging port was perfect before I sent it in, and now it causes the phone to freeze if I so much as look at it while its plugged in. There is obviously something wrong with the hardware and the crack in the screen was fairly small and not really a factor in the function of the device.
Im going back today and ill try to talk to the cell phone dept manager. There is only a regular sprint store in Boulder and I dont have a car to get around (bus system is great here), should I not even bother going there?
What should I say when I go to BB? I feel like last time they trapped me into 2 options (send it in and wait a month+ for service, or deal with it. What other options do they have?
Do they have the ability to issue me a refurb? Can I pay for faster service?
Those Best Buy plans are awful. I had one on my droid, and when the microphone stopped working, I took it in. They had it back in 2 weeks, but they changed the speaker. I made them test it in the store, and of course the microphone still didn't work. They said they will send it back out and "escalate it". Yeah right, 4 weeks later, it still wasn't back. The "manager" at the store said there was nothing they could do. I finally had to report them to my state attorney general's office to get my phone back. I wouldn't take one of these plans for free, and will never have anything to do with the incompetent geek squad again.
First of all, you spoke to the wrong person... Do not speak to Geek Squad, talk to the cellphone department manager...
This is why you just stay the hell out of a worst buy....
jus sayin...
Success!
Went back to bestbuy, they told me the same thing as before so I went to the sprint repair store (about 30 mins away).
They looked at, and told me it was a defective charging circuit, swapped out a new phone for me, and gave me $5 off my otterbox. I was in and out in 25 mins and I got to play with the Samsung Epic.
No questions, no receipt, and absolutely no hassle. It was almost unbelievable.
Only problem is my phone is now a revision 003 (used to be 002) and it has some light leak issues along the bottom under the buttons but I think I can deal with it.
**** Best Buy, last time ill ever not go through Sprint
azneon said:
I wouldn't take one of these plans for free, and will never have anything to do with the incompetent geek squad again.
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Click to collapse
I know it doesn't help and wont change your mind but in all fairness the geek squad itself doesn't actually do the repair it is shipped off to a 3rd party repair center. Only repairs done in store are actually touched by the geek squad and trust me they hate the 3rd party repair station as much as you do. When i ran a geek squad about 5 years ago we begged best buy and our district every month when we saw them to get rid of the repair centers or at least try to find ones that could handle the repairs instead of sending back things in the same or sometimes even worse condition then we sent it to them. Best buy has always done this for the repairs and warranties and it does give there geek squad some what of a bad name since you have to go through them to have it sent out.
Just thought i would point out that it isnt actually the geek squad that is doing your repairs and they normally have their hands tied on what they can actually do to help on anything but basic computer repairs. Whats funny is they used to (and may still) grade the geek squad on there turn around time in store (they always wanted 24 hour turn around time for in store repairs) but have never seemed to care about the ridiculous times for service center repairs.
glad Sprint helped you out OP.
omegasun18 said:
I know it doesn't help and wont change your mind but in all fairness the geek squad itself doesn't actually do the repair it is shipped off to a 3rd party repair center. Only repairs done in store are actually touched by the geek squad and trust me they hate the 3rd party repair station as much as you do. When i ran a geek squad about 5 years ago we begged best buy and our district every month when we saw them to get rid of the repair centers or at least try to find ones that could handle the repairs instead of sending back things in the same or sometimes even worse condition then we sent it to them. Best buy has always done this for the repairs and warranties and it does give there geek squad some what of a bad name since you have to go through them to have it sent out.
Just thought i would point out that it isnt actually the geek squad that is doing your repairs and they normally have their hands tied on what they can actually do to help on anything but basic computer repairs. Whats funny is they used to (and may still) grade the geek squad on there turn around time in store (they always wanted 24 hour turn around time for in store repairs) but have never seemed to care about the ridiculous times for service center repairs.
glad Sprint helped you out OP.
Click to expand...
Click to collapse
I understand people make mistakes (they changed the speaker and not the microphone), but what made me mad, was they didn't want to do anything about it. I did talk to the manager of the cell phone department (I waited around until she came back from lunch), and she would do nothing. She even asked what I wanted her to do for me, and I wanted the phone replaced since the Droid was in stock and it was past 30 days. She said "I can't do that." I will still shop at Best Buy for little things, but never a phone or major purchase, and definitely not a warranty. Just read their customer service website forums on warranty issues, many people have problems getting prompt service.
Hello,
I've owned a pixel device for about 2 months now and had started to experience issues with the battery life, standby battery drain and phone shutting off at about 20 percent each time. So I call up google support and explain these issues to them. They agree to replace the device for me. Having purchased the device from a retailer other than google I did not have the option to advance RMA and had to go with the standard one.
On 15th of Feb, I received a mail with shipping labels and other RMA details. On 22nd Feb I send in the phone which they received on 27th. Google is yet to acknowledge this through any mail but their support team over the phone assured me that the phone was received.
Initially, I was promised that a new or refurb phone will be dispatched immediately after the tracking details were updated. Google never met this expectation and so I call them up regarding the same and I was told that it could take 5-10 days for them to process the RMA. At this moment I requested them if they could do anything to expedite the process but they responded negatively every time and told I have no option but to wait which by the way is still the same answer I get every time I call them.
After 10 days passed I hadn't yet received any mail or updates regarding the new device, so I call them up and question the same to them, to which they replied that they need to escalate the case and that it would take them another 48 hrs to resolve the issue. It has now been 4 days since and google still has no idea where my old or the new phone is and they tell me to have patience and wait for the back end team to reply. I must have now spoken to at least 10 representatives and they all give me the answer that nothing can be done about it and that make me feel as if I shouldn't have gone in for the RMA in the first place. I've even requested them to send me back my old faulty unit but refuse to do even that as they don't have the authority to do that.
After reading online, I wasn't shocked to find that am not the only one who has faced such an issue. But what shocked me was that the person hadn't received a device for 50 days and was going to court to file a complaint. Am scared that I don't become a victim of poor google after sales service and have to go to the extent of going to the court.
Edit : - Ok. So I've just gotten off the phone with another representative and he has informed me that I should wait for at least another 48 hrs. So that makes the total turn-around time of about 20 days. That is if they happen to resolve the issue this time.
About two weeks ago I RMA'd my wife's Google Store Pixel (it had the dead-mic-and-speakers disease), and it was smooth as silk.
Refurb was immediately shipped to me via Fedex 2-day, and as expected they placed an auth against my credit card for the cost of the replacement. I shipped back the defective unit three days after I received the refurb.
I like the part where they say in order to get a replacement phone you need to enter your card info, but you wont be charged....just a hold of some sort. So, you enter your card info, submit the order and then they charge you the entire $700+. So you're out of a ton of money until they decide to give it back. You'd think as soon as they receive the old phone they will release the funds back to your account, but before I even received the new phone,4 days later, they gave me my money back. I didn't even send them the old phone, so WTF was the big idea in holding my money if they were just going to give it back before even receiving the old phone? I read about another guy who experienced the same thing and he had to call his creditors and whoever else automatically deducts from his account, because he didn't have the funds to cover his bills. I'm sure theres a lot of people out there who can't cover that even for a few days, or at all. What if you only have $400 to your name?
I dont see why they they dont do like everyone else by sending you the new phone and waiting until they get the old one before they decide to charge you for it.
---------- Post added at 10:50 PM ---------- Previous post was at 10:47 PM ----------
UnusualSuspect said:
About two weeks ago I RMA'd my wife's Google Store Pixel (it had the dead-mic-and-speakers disease), and it was smooth as silk.
Refurb was immediately shipped to me via Fedex 2-day, and as expected they placed an auth against my credit card for the cost of the replacement. I shipped back the defective unit three days after I received the refurb.
Click to expand...
Click to collapse
Mine had that problem. Dead mic, speakers, couldn't make calls, but mine was also really laggy. It was strange because I called my boss in the morning (the day my phone took a dump) and a couple hours later it just stopped working for no reason. Is this a known issue? Has anyone pinpointed a cause?
EDIT: Ok so I just read up and apparently a solder joint/circuit can split disabling all sound and audio processing. Which makes sense, because I couldn't even makes calls using a bluetooth heaset
That stinks. I had a replacement phone in less than 48 hours from the time I sent my old one via FedEx.
magnumtripod said:
I like the part where they say in order to get a replacement phone you need to enter your card info, but you wont be charged....just a hold of some sort. So, you enter your card info, submit the order and then they charge you the entire $700+. So you're out of a ton of money until they decide to give it back. You'd think as soon as they receive the old phone they will release the funds back to your account, but before I even received the new phone,4 days later, they gave me my money back. I didn't even send them the old phone, so WTF was the big idea in holding my money if they were just going to give it back before even receiving the old phone?
Click to expand...
Click to collapse
I just thought I'd fill in some info about credit cards - nothing actually useful for the main problem this thread is about.
More than likely it was actually a "pre-authorization". A pre-authorized charge effectively puts whatever amount on hold and appears as if it's just a normal transaction. In actuality, unless the company who made the charge (Google) takes action, a pre-authorized amount automatically falls off your credit card after up to 5 days or so. I'm not an expert on this, and I don't work in the credit industry - just from working lots of retail, which I don't do anymore, either. So basically, Google didn't control when the charge no longer appeared on your card, and it only would have remained on your card if Google took further action "solidifying" the pre-authorized amount. There's probably a better explanation but as I said, I'm no expert.
Hello
i am a pixel owner,i live in Greece but the device is bought from USA.So i don't know what to do if something goes wrong with the device.
I make a research but i can't find an email or something else to ask google what to do.Does anyone knows how i can find from where my device is bought?
Thanks in advance
For warranty reasons is it best to always buy directly from Google ? I just got mine from Google Store.
mikeprius said:
For warranty reasons is it best to always buy directly from Google ? I just got mine from Google Store.
Click to expand...
Click to collapse
Yes.
I hear all these stories about RMAs, shipping in your phone, and the entire hassle of packing it up, taking it to a shipping center and hoping it makes it there,etc, i honestly hope I do not have to go through any of that. It sound like a pain!
For a short time last year i tried out an iPhone, and there is nothing like being able to walk into the store, buying it, and having someone there to answer your questions. When I decided not to keep it , i simply took it back, told the dude 'its not for me right now' , got an instant refund on my card and literally did not get drilled on exactly why I was returning it. From the time I walked out my door to the time I got home about an hour ish of my time and hassle.
I like Google stuff, and i really like my Pixel, no issues at all with it, but that Iphone buying experience is what Google needs to meet or exceed. I know we are living more and more in an online world, but Google needs to figure this out FAST, or they will not be able to compete with that kind of customer service and support considering the cost of this thing and all the drama I have heard about people returning it. I highly doubt you would get a run around and be made to wait if there was a Google store like an Apple Store.
Its about the customer service/support for buying a very high value item and not being treated like a turd from what it seemed like the OP is being treated.
Actually no alot of us enjoy never having to walk in to an Apple store, most of the time you have to have an appointment or wait an hour in my area. Google support has always been above and beyond here but I deal through project fi, they have excellent customer service. Far beyond Apple Care and cheaper imo.