Unfortunately I dropped my phone a few weeks back and smashed the screen, despite being in a case and had screen protector applied.
I contacted OnePlus and they arranged my phone to be collected and sent off for a repair. It got collected the next day, was really pleased with the service so far.
The device arrived at the service center within a couple of days, got quoted and repaired. The phone was all sent back to me. No issues so far.
However, it was meant to be delivered back to me last week and was "out for delivery". Despite waiting in all day, it never arrived. I then get an email from UPS late that night stating that the delivery has been rescheduled to the next day. I then checked the tracker the following morning and it changed to "in transit", this rang a few alarm bells. I phoned them up to see if it was going to be delivered or not that day. They phoned me back, said the driver for the day didn't have it and furthermore they couldn't locate the package too.
I got in touch with OnePlus, sent off all of the evidence they asked for and got told to wait 24-48 hours. I waited for the time, still no response. I then got in contact again, just to be told I'd receive a phone call back by a supervisor, this never came.
I then took the process further and was seemingly making progress. A new RMA was requested for a new replacement phone to be sent out. Got told it'll take 24 hours. I waited this and still no progress. The funny thing is when the phones screen was damaged in the first place the RMA process was much faster. I got in contact yet again, asked when it will be despatched and delivered, along with who will deliver it.
I've noticed on the RMA this morning it now says "cancelled". I'm not sure if this is normal for a replacement device or whether more hassle is on its way.
I'm still a phone and repair out of pocket.
Has anyone else had issues with repairs and subsequent customer service?
Thanks
ncfcdaniel said:
Unfortunately I dropped my phone a few weeks back and smashed the screen, despite being in a case and had screen protector applied.
I contacted OnePlus and they arranged my phone to be collected and sent off for a repair. It got collected the next day, was really pleased with the service so far.
The device arrived at the service center within a couple of days, got quoted and repaired. The phone was all sent back to me. No issues so far.
However, it was meant to be delivered back to me last week and was "out for delivery". Despite waiting in all day, it never arrived. I then get an email from UPS late that night stating that the delivery has been rescheduled to the next day. I then checked the tracker the following morning and it changed to "in transit", this rang a few alarm bells. I phoned them up to see if it was going to be delivered or not that day. They phoned me back, said the driver for the day didn't have it and furthermore they couldn't locate the package too.
I got in touch with OnePlus, sent off all of the evidence they asked for and got told to wait 24-48 hours. I waited for the time, still no response. I then got in contact again, just to be told I'd receive a phone call back by a supervisor, this never came.
I then took the process further and was seemingly making progress. A new RMA was requested for a new replacement phone to be sent out. Got told it'll take 24 hours. I waited this and still no progress. The funny thing is when the phones screen was damaged in the first place the RMA process was much faster. I got in contact yet again, asked when it will be despatched and delivered, along with who will deliver it.
I've noticed on the RMA this morning it now says "cancelled". I'm not sure if this is normal for a replacement device or whether more hassle is on its way.
I'm still a phone and repair out of pocket.
Has anyone else had issues with repairs and subsequent customer service?
Thanks
Click to expand...
Click to collapse
You should have gone to service center by your own
If only there was one in the UK
Related
Hi,
has anyone had any dealings with this joke of a company?
i send my phone back to them the other day since their site said it was still under warranty (when it was 10 days over a year old, so presumed that they had some kind of leyway for slightly over a year old stuff)
after being on hold to them this morning for 45 mins i was told that it had been booked in as "out of warranty". now i've not had any contact about this. i was told to email some manager guy there but have had no response about it.
i've now been on hold for nearly an hour and dont seem to be getting anywhere. i just feel rather concerned that i've sent 500quids worth of phone to them to have them ignore my calls/emails and not even tell me about the findings of looking at my phone.
anyone? someone must have
Hi,
I actually had a problem with my Jasjar as well. I actually rotated the flip on the wrong side .
I have been advised by Clubimate to send it to SBE in the UK. I contacted them via their websystem, had my phone collected the next day by TNT.
After a couple of days, I received an email confirming they received it and another one with the price I had to pay to get it fixed.
I called them, paid by credit card and I finally received my phone back 3 days after.
I am quite disguted with the amount I had to pay, but, hey, that was my mistake...
My experience was obvisouly not happy but not as much as you described....
Did you get it fixed now?
Did you ever get your phone back and how much did they charge?
Hi,
I’m a very well kept Nexus One owner. Had a problem with my power button recently (power button would occasionally not work until it almost never worked) and I called US HTC customer service to ask for a repair. I’m in warranty period of course (as the phone was just introduced this beginning of the year). So I thought that it’ll go quite smoothly. But HTC made the repair an impossible mission.
I first opened a call on Sept 5 for a repair (I asked specifically not replacement, because I wanted to keep my AMOLED screen, and I repeated this request several time) but it was wrongly opened as replacement. I called them and told them about the mistake, asked to covert the call to be a repair. It’s not so easy with HTC because they have to close the replacement call first and open a new call for repair. Since it was Sunday, they couldn’t cancel a call they opened by mistake just 15 minutes before, it appears that on Sunday they don’t have the authority to close/convert calls or to open new ones if one already exists....
I had to call them again on Monday the 6th and open a repair call. Then I've sent them the phone. It arrived to you on Sept 13th. HTC notified me by mail that there's a quote waiting for me (although the product is in warranty) I asked, using your on-line form that they'll get back to me with clarification regarding the quote. Here’s starts the problem - That didn't happen so far. On the next day, the 14th, I call them and they told me that the case is cracked that's why HTC issued me a quote. It surprised me because the phone was sent to HTC repair center in mint external condition and I asked to get pictures of the cracked case. HTC call center first promised to sent it within two hours. After not receiving pictures within two hours I called again and then I was notified by that actually the pictures will arrive up to 48 hours. Since I didn't get them by the 16th. I called again and this time HTC call center agent said the pictures will arrive within 72 hours since I requested them. I also ask to speak with a supervisor that apologies that I previously promised to get the pictures within 48 Hours (supposed to be on the 16th) and promised to me to get the pictures by the the 17th end of day. It didn't happen. I called again on the next Monday the 20th and a HTC call center supervisor claimed that the 72 hours has not yet passed! And I should wait more additional days to get the answer. At that point I told them that I expect them to repair the phone free of charge and they filed yet another escalation for that (to be answer within the regular 72 business hours...)
Today is the 24th - No pictures have been received and no answers to any of the escalations. Maybe the 72 business hours are counted using a special HTC clock that is stuck.
I’ve them again today, as they never contact you by phone. The most they can do is send a mail with apologies saying the case is being check and I’ll get response within the next 72 business hours. Ridiculous! Anyway today, after waiting for 30 minutes to talk with a supervisor - I got the exact same answer - they’ll escalate it and return to me within 72 business hours. I told them that I already got this answer and as of now, after being escalated for 4 times and after who knows how many “72 business hours” passed already. I don’t believe that I’ll get an answer from them and asked to speak with somebody in the repair center. The call center supervisors are completely useless: they cannot promise anything, they cannot answer any definitive answer, they cannot contact HTC repair center or their HQ. They just apologies and return themselves endlessly and pointlessly.
HTC repair is a nightmare. I think people should be aware that they have horrible customer service process, repair and call center. I definitly warn everybody that wants to buy an HTC - They just not deliver when you need their repair service
Anyone here with advices I’ll be glad to hear...
Thanks,
I too had horrible custome service. My battery was having problems and wouldnt hold a charge. They told me it would be there in five business day. Long story short it took 1 month. F htc. I hope to god nothing else happens to my phone.
I always have amazing encounters with htc
Sent from my Nexus One using XDA App
I called them on Monday for a warranty replacement and it's Friday and they still haven't sent it. They were supposed to have it sent by the end of the second business day. They gave me an escalation, too. We'll see how long this actually takes.
Bah nothing. Try this.
In Australia, through company called Expert Infotech
Sent phone in for repair, was told 2-4 weeks. So 4 weeks later, nothing. So I call them to find out what's happening. They tell me the main board needs replacing and it will be another 3 weeks. So 3 weeks later still nothing. So I ring again. They then tell me, they can't find a problem and have hard reset it and is ready to be sent back to me, after I pay them an additional $20 for shipping. I say I was told the main board was getting replaced, they say no that was mistake and some other repair. So 7 weeks and all they did was a hard reset (which I obviously tried before sending in for repair) AND I had to pay to get my most likely still broken phone back (haven't received yet)
I would not recommend dealing with this company
Phone is a Motorola Milestone btw, not my N1 thankfully
Rellikzephyr
Sent from my Nexus One using Tapatalk
I am really sorry to hear about your bad experience. I was very close yesterday to posting a thread PRAISING HTC for the awesome service I got when called them for a swap. My power button went out and they were EXTREMELY helpful. Even told them I bought the phone used and needed to update the owner info. Hoping my phone will be at my door tomorrow when I get home.
I, too, have had HORRIBLE experiences with HTC repair center. Not once, but TWICE. Once with my TP2 and next with my Nexus. It is a nightmare to deal with them. Honestly. I hope nothing ever goes wrong with my phone again. I have it wrapped in bubble wrap so it won't break. lol
Hey Gang,
Been dealing with Dell customer care over 3 weeks now trying to get my Streak replaced and it has been a nightmare... I just wanted to share my story with the community...
So I have had my Streak for about 2 months. When i first got it, i noticed the LCD would bleed if i put any pressure on the corner of the earpiece, I didn't think much of it until the bleeding became permanent and my screen began to wither away like it was cancerous.... So I call Dell's mobile service customer care area and explain to the nice lady my problem. She was very helpful and took it very seriously and said they would go ahead and send me a replacement ASAP and I should receive it in a couple of days and would get an email that day with the details of the claim. Great! Case closed or so I thought... That was call number one...
Next day still no email, i call them back and the lady i talk to says they didn't have my phone number so they couldn't send the email? Ok, whatever, here is my phone number, and the email arrives an hour later. Check online at the status of my claim and the claim has no info, but i don't worry about it until a few days later when nothing is updated. Called back, guy i talked to was rude and said the order was pending and it should updated by noon, noon nothing happens, i call back and the guys says it is pending and that they are probably on back order, he has no idea how long. At this point i am pissed... the next day i check online again and the order has been canceled for some reason! Call back again (call number 5) and the guy is like, oh must have been a mistake i will open a new order for you, "fuuuuuuu!!!". Couple of days later, no update on the new order, call back and the guy spews the same BS, ask to talk to manager and he says he will take care of it. By the end of the day it is shipped out. Receive it last Friday, 3 weeks after initial call, pop in my sim card and the phone is locked to another network!!! Has the rogers crapware on it but wont accept a rogers sim... FML... call them back, Friday morning, the lady says i will have to call back on Monday as the department that does the unlocks is unavailable... Call back this (Monday) morning and the lady i talked to said the IM was down with the dept that does the unlocking and she would call me back before lunch, no call back so i call again, another lady i talk to looks into it and says i will have to wait 48-72 hrs to get the code. I ask to talk to the manager and he says the same thing, that the only way they can get it is to email the other dept and wait for a reply. "So you cant phone them?" "no" "You are saying that Dell cant contact Dell to get an unlock code for a Dell phone?" "no" "I can go online and spend $20 and get the phone unlocked in 5 mins and you, Dell, the makers of this phone, are telling me i have to wait another week to unlock the phone that they took 3 weeks to replace, all the while paying for mobile data services that i cant use?" "yes"
So this is where I stand now... who knows when i will get this beast unlocked...
Just wanted to vent, i know it is a long post but just wanted to warn people that you have to stay on top of these guys every day if you want to get anything done...
Fire off an EECB (Executive Email Carpet Bomb) to Michael Dell, using either of the following addresses:
[email protected]
[email protected]
Follow these tips: http://consumerist.com/2007/05/how-to-launch-an-executive-email-carpet-bomb.html . You won't have to do steps 3-5 because the list is already in this post. I do believe once the owner of the company is made aware of a problem from one of his customers, it will get resolved VERY quickly.
As the other post said, tell Mike. I did on an issue that was not getting resolved for weeks. It took literally 12 hours from when I sent the email to when I got satisfaction.
If you just call the main dell line, you'll bounce to india and then bounce to the dell streak call center. They should be more than happy to give you the unlock.
When I had to rma my phone they were quite easy about getting me my phone. In fact, I think it came unlocked. Can you not unlock your sim or something?
I didn't read the whole thread so I probably missed something about it.
Sounds pretty similar to my experience minus the unlock issue. Mine bled to death within hours of unboxing, then they sent me a still broken refurb to replace my dead of box new phone. In the end it took 3 weeks and 2 replacements to get a working one. Oh and that was only because I called and harrassed them constantly. I'd probably still not have a phone today since it was "on back order"
Update: Still no unlock code... Sent a nice email to Michael Dell explaining the problem but haven't heard back, sent the following follow up this morning after my conversation with "customer service"
This is an update to my previous email. As I received no reply from the supervisor who promised to call me back within the next 48 hours, I called back yesterday (Wednesday, May 18th). The representative I talked to assured me that the unlock code would be emailed to me yesterday. I explained that I had been given timelines before and was promised that I would be emailed the code yesterday. I was not emailed the code. I called back this morning and just got off the phone with another supervisor. He now tells me that I will have to wait another 2 days to receive the code. I have explained to him how many times I have attempted to get this issue resolved and the supervisor would not budge. He promised to call me back within 2 days, I explained that I had been made that promise many times and I did not believe it would happen, I requested to be transferred to a manager but the supervisor said that the manager was too busy to talk to me. Alas, nothing has changed. I am still paying for services that I am not using. I am continuing to vent my frustrations online at every opportunity and will go out of my way to ensure that consumers are aware of the poor service that awaits them if they chose to purchase Dell products.
Click to expand...
Click to collapse
How did you get them to replace it? my screen under the glass has cracked from simply tapping the home button. They are telling me that the screen isn't "hardware" and not covered by the warranty and i have to pay $249!
my damage wasn't caused by "external causes such as accident, abuse, misuse, or problems with electrical power" and should be covered by warranty!
For those of you that have RMA'd your tablets in the USA, how long did it take for you to get the tablet back? I have to ship mine from NJ to TX since it won't charge and I was wondering how long I'd be without it.
It'd be great if they were along the same time frame as my previous RMAs from Western Digital (next day, but CC needs to be provided), Motorola (3 days I believe), and Asurion was about 2-3 days on getting me a refurb OG droid and later a brand new Incredible.
I sent my TF for screen repair to the Texas center. They received my TF on June 13th and I received it back on July 1st. For the two weeks at the repair center it was "waiting for parts" Never again will I send my TF to Texas.
Ouch, that sucks. Hopefully mine will be quicker since its a charging issue!
I just sent mine in today to TX. I don't know if there's any other choice of repair center for this repair.
RMA time
I sent mine in for a power button issue and dust under the screen. Arrived at the repair place in Texas Friday, July 15th. It left the repair facility on Wednesday, July 20th via FedEx Ground with a new daughter board and a new LCD.
Problem is the WiFi didn't work when I got it back so it went back on their dime. They got it yesterday. I called today because the Asus website won't recognize the new RMA number. They said it was in "repairing" status. Hopefully I will have it back on Monday or Tuesday (FedEx Ground is a 1 day trip from Texas to where I am), which will mean I have been without the tablet for 2.5 weeks. Bit of a bummer for something so new, especially the part about it coming back with something broken that was working when I sent it to them.
I will say there was no creaking and no gap around the LCD.
i called to set up rma today(set up but i aint really committing) im trying to way my options. i have a little back light bleed and dust under the rear camera lens. i donno if its gonna be worth my time and money(i have to pay shipping there they pay for it back)
im in toronto and when i asked where the rma center is in ontario(so i could drop it my self) he told me it was in north bay...wtf thats hours away where little people live makes no sense. when i google to see where it is i get
Canada Facility
ASUS Canada Service Center
Attn: RMA Dept, RMA# CAA1
802 Cochrane Drive, Unit 2
Markham, ON L3R 8C9
which is very close to toronto
so i donno, im gonna have to call back get someone else and see whats up.
Just got mine back today. Shipped it two tuesdays ago. It sat there for 3 days on "waiting for response", so I escalated, then I got the payment form, then it sat there for 3 more days, so I escalated again, then they finally shipped it late last week.
I had to have the bezel replaced, which they did, and apparently some other parts as well because my back cover is new (I can tell because it had some scratches that were identifiable). It is the same "guts" however as my Prime 3.1 was still there and functioning.
sent mine out on the 21st due to an issue with the power button. The texas service center received it on the 25th and completed repairs and shipped it out yesterday. Should have it by Saturday at the earliest.
sent my dock in for a charging issue and they received on 7/14. Sat for a while waiting parts then receved an email yesterday that it was being fedex'd back. although the tracking number still not working when I try it. so hopefully back to me soon Mine also went to TX, and I am from NJ
They just emailed me back and said their average turnaround time is 1-2 weeks not including transit. Not the greatest, but not the worst. After owning the tf I'm starting to have a different opinion of asus.
Weird.
I checked this morning to see if they've received my TF (due to be delivered today). The status show "Ready for Shipping" back to me [email protected]#$? UPS still shows out-for-delivery. What's going on (no cross-ship deal arranged) ?
Mine says "Waiting for Customer Confirmation - Waiting for parts".
I've had no contact from them so I'm no idea what they want me to confirm.
starafire said:
sent my dock in for a charging issue and they received on 7/14. Sat for a while waiting parts then receved an email yesterday that it was being fedex'd back. although the tracking number still not working when I try it. so hopefully back to me soon Mine also went to TX, and I am from NJ
Click to expand...
Click to collapse
I got the same issue with the tracking number, it keeps coming back as invalid. I called Asus and was on the phone for about 30mins while they tried to figure out what was going on. After comparing and confirming the tracking number, they told me that they would have to call FedEx and find out where it exactly is.
I sent mine out on August 3rd from NJ via USPS 3 day shipping and it got to the repair center in Texas in two days. I just checked the Asus RMA tracker and it says that they're repairing my unit now, lets see how long the process takes until I get it back.
it looks like very product, so many repair and RMA request.
Sent from my GT-P1000 using Tapatalk
RMA turn-around times for most tech companies is 1-2 weeks. Distributors/re-sellers/etc. can have lower time due to existing inventory. Parts replacement is much more involved.
If you RMA a broken or dead HDD from Western Digital they will overnight you a new drive for free, provided you give them your CC# just in case you don't send the broken device back. I wish more companies would do that, it's an awesome strategy.
Talk about getting screwed. I called in to get a replacement for my device two weeks ago and now I got one more weeks left to return this phone, but Google still have not shipped their device yet. I've contacted Google support like 3 times already, but no luck getting any info. They would send me a general email saying something like it would be shipped out in a timely manner and sometimes they would refer to my nexus 4 as the nexus 10 or the nexus 7. These people don't even read the emails they send out. Should I just send in my device to avoid the 21 days penalty? I'll be without a phone for until they shipped.
Try to contact them and explain your issue. If their shipping is delayed is not your fault so no penalty should be applied. Ask them!
Sent from my GT-I9300 using Tapatalk 2
I just had my order status for my RMA changed to pre-ordered, so I called Google Play support. It turns out the RMA's are now affected by back orders as well. So I explicitly asked the CSR about the 21 day window, he assured me that Google will not charge me if the replacement device has not shipped. He said if I am actually charged, not just a pending AUTH (which has already cleared) to just call up. He said he's never heard of it happening, they've been told by their supervisors that it won't happen, but IF it does happen they are to refund that charge.
I just contacted Google again. They said i will still be charged for the device if I don't return it within the 21 days even though they don't have a device to send out. This will be my last time I order from Google.
File a BBB report, notify your bank of the situation and give them your BBB complaint case number. Request that your bank decline further transactions from GOOGLE *Devices until further notice.
qpqpqp said:
I just contacted Google again. They said i will still be charged for the device if I don't return it within the 21 days even though they don't have a device to send out. This will be my last time I order from Google.
Click to expand...
Click to collapse
makes sense to me your doing an RMA its a faulty device why hold on to it if its not working ?
noobdeagle said:
makes sense to me your doing an RMA its a faulty device why hold on to it if its not working ?
Click to expand...
Click to collapse
Maybe the OP's phone still works better than no phone at all. Mine is deadlined, but the digitizer still works where I need it to for answering calls, and I can't go without until they decide to ship me a replacement phone.
Man I am sorry about your luck. I called Google for an RMA last night and my replacement was shipped this morning and the UPS tracking shows I will have it COB on Friday. I was actually surprised that it was shipped so quickly, as I thought there would be a delay because of the lack of stock units. I hope that you get this addressed with Google, there has to be some glitch on what is going on with your RMA.
gr8cop said:
Man I am sorry about your luck. I called Google for an RMA last night and my replacement was shipped this morning and the UPS tracking shows I will have it COB on Friday. I was actually surprised that it was shipped so quickly, as I thought there would be a delay because of the lack of stock units. I hope that you get this addressed with Google, there has to be some glitch on what is going on with your RMA.
Click to expand...
Click to collapse
Jesus, this is the same **** the pulled with ordering the phone in the first place. I ordered my phone within the first minute, didn't get it for over a week, people ordering it 6 hours later got it in two days. I RMA a week ago, now it's preordered, you RMA last night and it ships today. Dufuq Google, this is some bull ****. Not to mention the OP now being told 'll be charged for the current device before the replacement ships.
Happy for you though.
USSENTERNCC1701E said:
Jesus, this is the same **** the pulled with ordering the phone in the first place. I ordered my phone within the first minute, didn't get it for over a week, people ordering it 6 hours later got it in two days. I RMA a week ago, now it's preordered, you RMA last night and it ships today. Dufuq Google, this is some bull ****. Not to mention the OP now being told 'll be charged for the current device before the replacement ships.
Happy for you though.
Click to expand...
Click to collapse
I agree that it is bull. I don't know if it was the CSR that I talked to or what, but I just got confirmation that my replacement was delivered at my house (1 day earlier). I suggest that you continue to call them to see what is going on.
I had my RMA overnighted on 12/11
device not yet received
this is what tracking says
A UPS shipping label has been created. Once the shipment arrives at our facility, the tracking status--including the scheduled delivery date--will be updated.
gr8cop said:
I agree that it is bull. I don't know if it was the CSR that I talked to or what, but I just got confirmation that my replacement was delivered at my house (1 day earlier). I suggest that you continue to call them to see what is going on.
Click to expand...
Click to collapse
I already called like 6 times and talk to 6 different people. They elk don't seem to care. I just don't know what else I can do.
This is what I just got.
Thank you for contacting us.
You have 21 days to return the original device not 21 days to*receive* the device. You can return the device if you have the RMA and shipping label. As for a replacement device, unfortunately they are on backorder and will not be shipped for 3-5 weeks. I apologize for the*inconvenience*and appreciate your patience.
If you have any other questions please feel free to reply back to this email.
I was assured they had separate stock for RMA, probably get a better service from someone that speaks a different language to me.
Sent from my Nexus 4 using xda premium