I'm currently going through the RMA process right now and decided to make a thread for what I'm encountering in the case that anyone finds some of the information useful.
A few weeks ago I started the RMA process. The problem is that my device does not charge normally. It takes 3 (or even more) days to fully charge the battery when plugged into A/C. this problem arose about 4 months after purchase, but I waited about a month before the RMA as I waited for an Android OS update and gave a try all the remedies found on the internet,
Starting the RMA was easy! My online representative was helpful and quick. this really caught me off-guard as I was expecting terrible service. I'm quite pleased how well the process went.
After sending back the device, I kept an eye on the online RMA service tracker. After a couple days of watching the status, a "Waiting" status appeared between "Received" and "Repairing". I thought this was odd, but figured it just meant that the job was added for a tech's queue.
After a few more days I contacted an online representative using the chat window through the ASUS website. Terrible experience. The rep was veeerryyy slow. They did not bother to say anything like "please wait a moment while I look that up". Nothing - just long periods of zero communication. Eventually (about 45 minutes) I gathered useless information from the rep. They stated that I needed to wait a couple weeks as an email was being prepared to let me know about some out-of-warranty damages that I would be invoiced for.
That's all the info the rep had. No details, No good reason for why the email takes weeks. Nothing.
The chat window eventually timed out and I filled out their survey. Needless to say, my comments were not very cheerful.
I checked my email daily for about a week and no updates. Over the weekend I was going to contact a rep online again, but decided to check through email just once more and sort through my spam mail folder too. Sure enough - ASUS did send the email right into my spam folder. It took them 6 days and I have no idea why it was received as 'spam'. All of their other emails go to my inbox so if you ever do an RMA, keep an eye on your junk mail.
The email I received is an Invoice for $100. The paragraphs of text indicate that there is out-of-warranty repairs required. In parenthesis is says (broken LCD), however I believe that is just for example. My Nexus was in perfect external condition, wrapped and boxed with inches of padding by the people at the UPS store, and I had insurance as well. I would HOPE that if the display cracked, then ASUS would have notified me so I could file an insurance claim.
Anyway, the itemized list on the invoice shows $10 shipping, $25 labor, and $65 for a USB cable sub-board.
My assumption is that they found the internal charging board to be faulty - this totally makes sense given the fault issues.
ASUS also attached a picture of a charge cable... thanks for the pic I guess? I can't even try to guess what they sent that for.
They are asking to receive payment just 4 days (Jul 25) after sending the email (invoice dated Jul 21) or they will send it back un-repaired shortly after (Jul 28)!
Yesterday (Jul 21) I wrote in a dispute asking how the sub-board is not covered under warranty.
Hopefully ASUS handles their disputes quickly and they don't ship back to me first =/
Today my invoice is tagged,with a red ribbon on the top saying "disputed".
The dollar amount still,shows at $100 and I haven't received anything to say somebody is working on my case.
Hopefully I get something soon.
RMA Support
JamesShall said:
Today my invoice is tagged,with a red ribbon on the top saying "disputed".
The dollar amount still,shows at $100 and I haven't received anything to say somebody is working on my case.
Hopefully I get something soon.
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Click to collapse
Dear Valued Customer,
I apologize for your dissatisfaction with the warranty of the Nexus 7 and your recent customer service experience. We do value our customers and take negative customer service experiences very seriously. I would be more than happy to assist you from this point forward, please email me at [email protected] and write down service# N140731748 in the subject line. Please also include your RMA number as well as any other previous case numbers.
Thank you for choosing an ASUS product.
Regards,
Scott
ASUS Customer Loyalty
Yikes, weeks!?!?! I have a N7 2013 which I just RMA'ed, and they have it marked received on their tracker Tuesday, July 22 (it was delivered by USPS Monday morning, Jul 21).I bought the device remanufactured with a 90 day warranty and only had the device for less than 24 hours before it randomly reboot in the middle of a game, and put me at the Google screen, and will go no further. I could get into the Bootloader, but selecting recovery takes you back to the Google screen. System image would not restore it either......that said, I called Asus and they told me that it should take 5-7 days on the phone.
Currently, my status says this: Product Received > (Waiting) > Repairing > Final Testing> Packing > Ready for Shipping > Repair Finished
Is this what you were stuck at as well? I was really hoping that it would be just a few days like they said and not weeks
ariesgodofwar said:
Yikes, weeks!?!?!
Currently, my status says this: Product Received > (Waiting) > Repairing > Final Testing> Packing > Ready for Shipping > Repair Finished
Is this what you were stuck at as well? I was really hoping that it would be just a few days like they said and not weeks
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Click to collapse
That's exactly where I'm stuck at!
[email protected] - thank you for actually reading my post! I am not completely disappointed at this time. I understand the challenges of a large corporation call center so I'm going to try a little more patience and have some faith in the system. If all works out well, then hopefully my post here just shows the RMA system to be a little quirky, but still turn around great service results. Maybe then my post could be used for possible improvements by ASUS to relieve some of the quirky issues?
So, I received an email yesterday (7:00 am) saying that my invoice payment was due. This troubled me because my invoice was tagged as "disputed" which I figured should stop the invoice process until the the dispute is settled.
I contacted support in the chat window again and it was the service rep was so much better to talk with. Friendly and quick to respond. They even let me know when there was going to be a delay in chat as they had to look up my invoice.
Unfortunately, the rep was as clueless as I am for why the RMA was stopped for "out-of-warranty" work. At first, they thought there might be some sort of screen damage (as I mentioned before, the paragraph had 'screen damage' in parenthesis), but since the itemized quote didn't include anything about screen repair, they really didn't know what was going on.
The said I should be receiving another email in the next few days and confirmed that the invoice billing and un-repaired return shipment would be delayed since I filed the dispute.
Later (3:00 pm) I received another invoice quote email for the $100. When I click on the link to view the invoice PDF (stored on ASUS's website) it goes to an error page stating that the invoice is no longer available.
Uhhh... ok?
I went back to my previous invoice emails and tried those links - the invoice is now gone.
With a little excitement in my veins, I thinking that maybe my dispute was closed and repairs would commence.
I headed over to the RMA status and, unfortunately, the status is still showing "Product Received > (Waiting) > Repairing > Final Testing..."
No new emails regarding the invoice nor the status have been received.
I figure I will wait another day and see if anything changes.
Nothing changed over the last few days so I got on with another chat window. This went very quick and it looks like ASUS is handling it!
"Thank you for the response. It appears that the notes from the Tech were misinterpreted by the agent. This repair will be covered under the warranty. You can disregard this quote and I will have them resume repair right away. Please be advised that repair takes approximately 3-5 business days (excludes backorders & transit time). Once the repair is complete and the unit is processed to ship our automated system will email you the tracking info."
When I check my RMA, it still says "Product Received > (Waiting) > Repairing > Final Testing> Packing > Ready for Shipping > Repair Finished"
The rep said his screen showed that is has reached "repairing". Maybe something isn't syncing properly with what they see to what I can see.
Okay, so I got my RMA back from Asus, and while it sucked to be without my new Nexus 7 2nd Gen for almost 2 weeks, I cannot fault Asus. I called the Service line, Operator was friendly, courteous, and fluent in English. She opened the RMA. I mailed it in, they received on 7/22, and while it did take a while for the tracking site to update initially,, ultimately, they fixed my device, and mailed back to me on 07/25, and I received about 4 days later. The packing slip said it was a LED Indicator Failure, and they replaced some circuit board I believe (the slip had the part number they replaced). It was all under the 90 day refurb warranty, so it was zero out of my pocket. All in all, much less painless than I thought. The only cost to me was the $6 bucks to mail USPS to them. :good::good:
I'm still waiting on this to resolve.
I contacted ASUS today. I have nor received any further emails.
RMA status is still "Product Received > (Waiting) > Repairing > Final Testing> Packing > Ready for Shipping > Repair Finished"
Repair status now says "Product repair is in progress.-[WF5] Wait for Customer Confirmation-SWAP"
Customer service rep says that last week they decided it was irreparable and I should be receiving a new Notebook (I assumed he meant tablet).
They said they have escalated the case directly with the Service Center and requested an update of Tracking Number for the replacement Notebook.
JamesShall said:
I'm still waiting on this to resolve.
I contacted ASUS today. I have nor received any further emails.
RMA status is still "Product Received > (Waiting) > Repairing > Final Testing> Packing > Ready for Shipping > Repair Finished"
Repair status now says "Product repair is in progress.-[WF5] Wait for Customer Confirmation-SWAP"
Customer service rep says that last week they decided it was irreparable and I should be receiving a new Notebook (I assumed he meant tablet).
They said they have escalated the case directly with the Service Center and requested an update of Tracking Number for the replacement Notebook.
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Click to collapse
James, I found out that top line never changes, it is the bottom one which says "Product Repair is in Progress" which is where the update actually is. I think that top line is just a "Guide" to let you know the steps of the process. When mine went to "Repair is in Progress" it showed completed and shipped the next day. Good luck with that, hopefully they get it back to you soon.
Finally got the tablet back yesterday! It was shipped with just 40% battery charge so it made it easy to verify if the charger issue had been fixed. I'm not sure if I'm worried or not. The first thing I did was plug it in to the wall and check to see if it would charge. Right when I plugged it in, the wall adaptor made a little pop sound, but I wasn't concerned. I came back 10 min later and the adapter was HOT so I unplugged, let it cool, and tried again. It seems to be working fine now so I don't know what was up with that. Neexus 7 is all cherged up and all is well =)
ASUS should probably do some improvements to their RMA site. For some reason, the bottom set of comments now shows two lines of information for the repair items being complete complete. The information shows the serial number and dates from which they received the unit and completed repair. It also shows the UPS tracking number from when I sent the tablet to them. It would seem to make a LOT more sense if the second line included the FedEx tracking number associated to their shipment to me, but it doesn't.
The RMA page hasn't been very useful through the whole experience so I'm really not surprised.
Exact same issue with the tablet and exact same reply from ASUS
Hi
I also have the same issue with my tablet. After charging for 3 days, it will just charge for 20%. Contacted ASUS, went through the same RMA process. Surprisingly, I got the same invoice/quote (including the exact words) for $100. I feel it is a known issue and ASUS is intentionally avoiding to perform the repair it under warranty and simply wants the customer to bear the expenses. I spoke to customer support and they are claiming mine is physical damage. What the hell! How can I damage something inside the tablet without even having single scratch on the outside.I am absolutely sure there is no physical damage on my device. Anyways, I disputed the quote/invoice and hopefully something will happen.
In any case, I am thinking it is better to refrain from buying any ASUS products (this is my first one though). I think they have dubious warranty policy with some very fine print.
I am posting this issue because people might read this and be aware that there is a known issue NEXUS 7 tablet and take appropriate steps.
JamesShall said:
I'm currently going through the RMA process right now and decided to make a thread for what I'm encountering in the case that anyone finds some of the information useful.
A few weeks ago I started the RMA process. The problem is that my device does not charge normally. It takes 3 (or even more) days to fully charge the battery when plugged into A/C. this problem arose about 4 months after purchase, but I waited about a month before the RMA as I waited for an Android OS update and gave a try all the remedies found on the internet,
Starting the RMA was easy! My online representative was helpful and quick. this really caught me off-guard as I was expecting terrible service. I'm quite pleased how well the process went.
After sending back the device, I kept an eye on the online RMA service tracker. After a couple days of watching the status, a "Waiting" status appeared between "Received" and "Repairing". I thought this was odd, but figured it just meant that the job was added for a tech's queue.
After a few more days I contacted an online representative using the chat window through the ASUS website. Terrible experience. The rep was veeerryyy slow. They did not bother to say anything like "please wait a moment while I look that up". Nothing - just long periods of zero communication. Eventually (about 45 minutes) I gathered useless information from the rep. They stated that I needed to wait a couple weeks as an email was being prepared to let me know about some out-of-warranty damages that I would be invoiced for.
That's all the info the rep had. No details, No good reason for why the email takes weeks. Nothing.
The chat window eventually timed out and I filled out their survey. Needless to say, my comments were not very cheerful.
I checked my email daily for about a week and no updates. Over the weekend I was going to contact a rep online again, but decided to check through email just once more and sort through my spam mail folder too. Sure enough - ASUS did send the email right into my spam folder. It took them 6 days and I have no idea why it was received as 'spam'. All of their other emails go to my inbox so if you ever do an RMA, keep an eye on your junk mail.
The email I received is an Invoice for $100. The paragraphs of text indicate that there is out-of-warranty repairs required. In parenthesis is says (broken LCD), however I believe that is just for example. My Nexus was in perfect external condition, wrapped and boxed with inches of padding by the people at the UPS store, and I had insurance as well. I would HOPE that if the display cracked, then ASUS would have notified me so I could file an insurance claim.
Anyway, the itemized list on the invoice shows $10 shipping, $25 labor, and $65 for a USB cable sub-board.
My assumption is that they found the internal charging board to be faulty - this totally makes sense given the fault issues.
ASUS also attached a picture of a charge cable... thanks for the pic I guess? I can't even try to guess what they sent that for.
They are asking to receive payment just 4 days (Jul 25) after sending the email (invoice dated Jul 21) or they will send it back un-repaired shortly after (Jul 28)!
Yesterday (Jul 21) I wrote in a dispute asking how the sub-board is not covered under warranty.
Hopefully ASUS handles their disputes quickly and they don't ship back to me first =/
Click to expand...
Click to collapse
Ayyagari said:
Hi
I also have the same issue with my tablet. After charging for 3 days, it will just charge for 20%. Contacted ASUS, went through the same RMA process. Surprisingly, I got the same invoice/quote (including the exact words) for $100. I feel it is a known issue and ASUS is intentionally avoiding to perform the repair it under warranty and simply wants the customer to bear the expenses. I spoke to customer support and they are claiming mine is physical damage. What the hell! How can I damage something inside the tablet without even having single scratch on the outside.I am absolutely sure there is no physical damage on my device. Anyways, I disputed the quote/invoice and hopefully something will happen.
In any case, I am thinking it is better to refrain from buying any ASUS products (this is my first one though). I think they have dubious warranty policy with some very fine print.
I am posting this issue because people might read this and be aware that there is a known issue NEXUS 7 tablet and take appropriate steps.
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Click to collapse
Hello Ayyagari,
I am sorry to hear about this, I would be more than happy to assist you. Please feel free to email me at [email protected], be sure to include your RMA number and any case numbers.
For my reference please place case number N140831744 in the subject line.
Nexus 7 - charging issue
Hi All
Here I am with the final update.
After several days of emailing/following-up (thanks to Scott, atleast I got to know the updates), ASUS has decided that the charging port has been damaged due to mishandling and the repair is not covered. I already posted a question back asking, if the charging port is damaged, it should not charge at all. My complaint/issue was very slow charging. I am guessing, ASUS would come-up with some new explanation now.
Anyways, I am not very optimistic about my chances of getting the repair done under warranty, but I want to caution people who are reading this post about the durability of the NEXUS 7 tablet/rather I may suggest ASUS products itself. I have never abused the tablet in anyway nor have I used any wrong chargers/usb cables. But still it looks like they are claiming the charging port is damaged.
I will keep this forum posted for any further updates.
"I STILL DON'T KNOW WHAT TABLET TO PURCHASE, BUT I DEFINITELY KNOW WHAT TABLET/COMPANY PRODUCTS NOT TO PURCHASE"
Regards
Ravi
[email protected] said:
Hello Ayyagari,
I am sorry to hear about this, I would be more than happy to assist you. Please feel free to email me at [email protected], be sure to include your RMA number and any case numbers.
For my reference please place case number N140831744 in the subject line.
Click to expand...
Click to collapse
Ayyagari said:
Hi
I also have the same issue with my tablet. After charging for 3 days, it will just charge for 20%. Contacted ASUS, went through the same RMA process. Surprisingly, I got the same invoice/quote (including the exact words) for $100. I feel it is a known issue and ASUS is intentionally avoiding to perform the repair it under warranty and simply wants the customer to bear the expenses. I spoke to customer support and they are claiming mine is physical damage. What the hell! How can I damage something inside the tablet without even having single scratch on the outside.I am absolutely sure there is no physical damage on my device. Anyways, I disputed the quote/invoice and hopefully something will happen.
In any case, I am thinking it is better to refrain from buying any ASUS products (this is my first one though). I think they have dubious warranty policy with some very fine print.
I am posting this issue because people might read this and be aware that there is a known issue NEXUS 7 tablet and take appropriate steps.
Click to expand...
Click to collapse
Final Update on Nexus 7 - Paid $100 for a tablet in Warranty....
So, finally I gave-up and paid the $100 for tablet that is under warranty.
My Crime: I damaged the charging port as per ASUS (What the heck?). I just charged the tablet multiple times and that's it. They are claiming physical damage by showing me some picture.
My humble request to users of NEXUS 7. Please charge your tablets carefully, better don't charge at all. Then it will not be physical damage. Or much better, stay away from ASUS products.
Regards
Ravi
They sent some vague photograph (I couldn't really make out anything from it though).
Ayyagari said:
Hi All
Here I am with the final update.
After several days of emailing/following-up (thanks to Scott, atleast I got to know the updates), ASUS has decided that the charging port has been damaged due to mishandling and the repair is not covered. I already posted a question back asking, if the charging port is damaged, it should not charge at all. My complaint/issue was very slow charging. I am guessing, ASUS would come-up with some new explanation now.
Anyways, I am not very optimistic about my chances of getting the repair done under warranty, but I want to caution people who are reading this post about the durability of the NEXUS 7 tablet/rather I may suggest ASUS products itself. I have never abused the tablet in anyway nor have I used any wrong chargers/usb cables. But still it looks like they are claiming the charging port is damaged.
I will keep this forum posted for any further updates.
"I STILL DON'T KNOW WHAT TABLET TO PURCHASE, BUT I DEFINITELY KNOW WHAT TABLET/COMPANY PRODUCTS NOT TO PURCHASE"
Regards
Ravi
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Click to collapse
Same thing happened to me!
JamesShall said:
Today my invoice is tagged,with a red ribbon on the top saying "disputed".
The dollar amount still,shows at $100 and I haven't received anything to say somebody is working on my case.
Hopefully I get something soon.
Click to expand...
Click to collapse
I experienced the exact same thing as you, except my Nexus wouldn't charge AT ALL. I got back the same garbage of a response just today, also weeks after it was sent in. To top it all off, the rep who setup our RMA told us that we would cover the cost to ship it to ASUS and they would cover the cost to ship it back, but as you've noticed, they want ME to pay the return shipping too.
So let me understand this:
The part in question is internal (not a broken screen, button, etc.)
The part is one that ASUS decided to put into the Nexus
The part broke, though no negligence of my own, just decided not to work one day.
How is the customer responsible for that?
I guess if tomorrow ASUS just decided it wasn't going to cover faulty batteries, broken MOBOARDS, etc. we'd all have to pony up for that fault too....
I also filed a dispute, as I have ZERO intention of paying HALF the original cost of the Nexus to fix a problem that, by all rights, SHOULD be covered under warranty (for whatever their warranty is worth, I guess). If ASUS decides they don't have any desire to stand by their product, then I'll be quite happy to spend my money on a competing product next time.
What was the final outcome, if you don't mind me asking?
Disappointed Asus Warranty Service
I bought an Asus X-205TA machine last year, after about 10 month usage. The machine began to have some part of screen dark without display. The screen glass is perfect and since it is so light. it is so easy to carry around. I loved the machine, take good care of it.... no way of drop etc
The screen had more problem for another 3 to 4 weeks and then it can not display, Called Asus, after some phone conversation, they decided to issue RMA and ask me to ship the machine back. Over the phone, they told me that I should pack the machine and ship the machine by myself( this is contrast to many other vendor RMA and warranty). And I asked do I need to pay the shipping back.... Clearly the person answered me stated three times over our conversation that Asus will pay the shipping back.. I am not responsible for the shipping back. and if there is anything that I need to pay that is not covered, they will call me to discuss.
After they received 4 days, I got an email for invoice to ask me to pay for $320 for LCD and $10 for shipping back(And a brand new Asus X-205TA is less than $200 now, it will be insane to pay $320 ) . Nobody called me
Online and this forum, there are tons of Asus tablet LCD experience issue under normal usage. Asus admitted the issue and repaired for them. for me, if the LCD is not working now under 10 month normal usage... and the machine is 11 inch using same LCD as the tablet. same problem. I do not know why they simply decline? If they decline, they should just decline to issue RMA.
1. If the machine is under normal usage and screen is perfect, no any physical damage trace. How can a LCD issue be claimed as physical damage and be declined from warranty service?
2. There are tons of Asus tablet LCD problem under normal usage online and Asus admited the LCD problem and replaced the LCD under warranty. The X-205TA is 11.6 tablet type machine. using the same LCD as the tablet. How can this be different?
3. When customer service issued the RMA, made it clear that I pay the shipping to ship back the machine and Asus pay to ship it back. How can they now charge me to ship it back? --- Do they honor their own promise?
I was considering to purchase an Asus 15.6 machine in the holiday season, now I think I need to reconsider some other brand.. I am very disappointed with this warranty service....
[email protected]I Did A RMA And My Warranty Is Till Out So DO Try Anything From Me And Fedex Delivered My Package Too Yall And Noting Updated
You contac to asus survice center
Thanks for your inquiry! Service center has received your request and is waiting for your product to arrive.
Chanchal 07 said:
very nice
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Did i @ You NA I Did Not
I dropped my 2013 Moto x and shattered the screen. I use the advanced repair option on the Motorola web site to try and have it repaired for $100. That's where they put a hold on your credit card and ship a "Like new" phone to you then you ship the broken one back to them when the new one arrives. If you don't ship the old one back they bill you for the new one.
I waited over two weeks to get the replacement from Motorola with an email from them that it was shipped 13 days ago. Today after they had me on hold for 45 minutes they came back and apologized to me that it wasn't really shipped and offered me a free upgrade to the 2014 model. I just got done designing my 16 gb pure edition with a bamboo back and it didn't cost me a dime. Not even charge for tax or delivery. Expected delivery January 13th.
Can't beat that for service!
Not too shabby. You're gonna love it, it's an improvement over the 2013 model in every way but the size. I still think the 2013 was the perfect size and wish they didn't make the 2014 as large as they did.
I have only had good experience with moto. The only thing that I dislike about them their billing is screwed up.
Sent from my XT1095 using Tapatalk
The support in the UK is shocking. I reported a problem with the wooden back coming off a few days after I got the phone and it's taken several weeks to get anywhere with the support. Cases either get closed as solved or ignored by Motorola. I finally called up and spoke to someone but they won't do an advanced shipment of a replacement so I either have to send it for repair or send it back. As I used the cyber Monday discount if I send it back I'll have to order a new one at full price.
I have had some decent interaction with their customer support and they have been very helpful. My only issue is that for whatever reason they will not let me pay $50 extra to make my replacement phone the 64GB version. I started the process for the 14 day return/exchange within the required period, got my code and then noticed they had the 64 available now so I tried to get that. They just refuse to do it and say it is not possible, which I find very strange. I have spoken to a few different people, all very nice, one said he thinks he can get me the code and I can pay the upgrade fee and the other said it is absolutely not possible.
Other than that they have given me some codes for buying accessories and have been helpful.
Is the 14 day exchange policy a US only thing? Or do you have to return the phone prior to receiving the replacement?
Philio25 said:
Is the 14 day exchange policy a US only thing? Or do you have to return the phone prior to receiving the replacement?
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I am in the US, but I am not sure if it is only an US thing or not. You can exchange your phone one of two ways; advanced replacement sends you a new device but you put down a deposit, when you get the replacement device you have ten days to send in your old phone. The other way is you send in your old phone first and then get the replacement.
Raistlin1 said:
I am in the US, but I am not sure if it is only an US thing or not. You can exchange your phone one of two ways; advanced replacement sends you a new device but you put down a deposit, when you get the replacement device you have ten days to send in your old phone. The other way is you send in your old phone first and then get the replacement.
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Click to collapse
Here is what they said:
Motorola Support Monkey said:
Thank you for contacting Motorola.
We inform you that the advance repair procedure is not implemented in Europe, only in the US, and it's likely that he has heard about this procedure from American customers, as the XDA developers forum is American. Unfortunately, we cannot control the information provide in third party sites not managed by Motorola.
Motorola procedures in the US are not the same as in Europe, and due to this, in this case we can only offer you a replacement or credit, both following the same procedure: send the phone back to us using the DHL labels that we will provide, and when the phone is arrived to our service centre, this will trigger automatically a refund, or a new xCode for replacement, depending on what is the option that customer prefers.
As you contacted us during the 14 days period in case xxxxx-xxxxxx, the return for credit is possible, but you will need to return the phone to us first and the the system will trigger the resolution.
In case your choose the refund of the credit, in the meantime of course you can place another order.
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Click to collapse
So I guess I'll get a replacement, the first phone I sent back arrived back to them in Germany the next day so hopefully I should get the code to place the order again fairly quickly.
I dropped my Moto X 2014 just three weeks after it arrived and the display was cracked. Motorola really sent me a new one after they received the broken one - I had to pay nothing.
Best costumer support I ever experienced. I don't think you can expect this anywhere else.
I'm from Germany, for your information
Hi Folks,
So if you're like me and bought your Storm shortly after they came out you did everything you're supposed to. You registered your phone on the website, purchased the warranty extension that took it from 2 to 3 years and took out the screen protection as well.
Fast forward to Thursday night. Phone charging cable gets snagged in a cupboard door and the phone jumps onto the floor. Broken screen and the touchscreen doesn't work.
You go to the Wileyfox website and try to log in but it doesn't recognise your details. Strange, I've still got the same email so don't know why it doesn't work. I then register for a new account with the same details, so it is apparent that my details have been deleted from their database. I then go to re-register the phone but there is no option for the Storm.
So I email them and ask how to get this repaired under the warranty that I took out, including all the details of the phone and my details so if they still have an internal database they can look it up.
First reply:
Please be advised that the Storm has been discontinued.
You cannot register it on our website, but we confirm the 24 months of European Warranty.
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Second reply asked for details to create a repair request and said to include proof of the screen warranty. I had to reply saying the proof was in their database which looks to have been deleted. I do have a credit card bill which shows the purchase though but obviously cannot send that to a repair centre.
I then got:
Thank you for your reply.
Please be advised that the Storm has been discontinued, it is not possible to register it on our website so the screen repair,
It is not under warranty, but it will cost 60 / 90 pounds.
Furthermore please be advised that the 3 years warranty it is provided for Kazam devices, and yours is Wileyfox.
Please also be advised that our repair time takes 2 / 3 weeks since we receive the device.
However some delay might occur because we cannot directly control every phase of the repair process.
Click to expand...
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So, not only is the device discontinued but they are denying that I could have ever purchased the 3 year warranty (never heard of Kazam so don't know what that has to do with it, they sold me it so they can honour it). They are also saying that it won't be possible to extend the screen warranty, which is annoying as that is one of the reasons I picked this phone.
So if you think you've warranty/screen protection make sure you've got proof or be prepared for a fight with support people who seem to have the company line of fob you off. If you could spare some time, please check your details and see if you've been deleted as well. If you don't want to post publicly please get in touch directly. I want to make sure I'm not the only one as I'm already getting in touch with some tech news places in the hope that they will show some interest and call Wileyfox on their shenanigans.
**** WILEYFOX !!! Actually Wileyfox is a rebranded KAZAM -_-. I bought the storm about a year ago. Firstly it was heating up too much, the battery life was not so great. Apparently the screen glass broke and touch was not responding. even i couldn boot into fastboot or recovery to copy over my data to PC. I contacted Wileyfox to repair my storm. They said that screen repair is not possible withouth replacing motherboard. WTF?!? Never heard of this bull****. Can't send screenshots because mine wileyfox account got deleted too....
Lastly i tried to recover my data on my own and i ****ed up the partition table......
I bought a Nexus 5 and I'm happy as hell now.....
Thank you for confirming I'm not the only one. I too had the poor battery life and over heating. That was so bad that trying to use GPS navigation required the charger to be plugged in whilst driving. Even then it slowly lost power until it got so hot it stopped charging, presumably via a thermal cut out.
I tried to use out geo caching a couple of times & the compass was useless.
I've now bought an Huawei P9 Lite. Got it off chitter chatter's eBay page with a payg ee SIM that I've ditched. When it is out of warranty I will make it dual SIM and unlock it from ee.
Wilcox is being repaired by insurance with my bank account rather than Wileyfox themselves who refused to tell me what the £60/90 repairs constituted or rule out that or might cost more
The screens on the storm seems to be very brittle. Mine broke a few times. There are new touch sensors on eBay for round 20 EUR
Sent from my XT1580 Hammer using Tapatalk
This sounds way to familiar. I had exactly the same issue it took me 5 weeks to get it resolved. Because everything went so ****ty and I was able to deliver proof they send a wileyfox swift 2+ as replacement. Luckily their system is so broken a month later I got my storm back repaired to. Then it broke again because I was stupid. A few months after I send the device and tried to contact their support but got ignored every time I decided to post about it on Facebook on the fb page from wileyfox in my country. They reached out to me and were really helpful at first and almost send me a wileyfox 2X but then found out I was not supposed to have my storm repaired and after some **** they decided to send me a new storm. And that was the end of the story. Now I'm trying to flash a custom ROM on my storm but this device is just **** and doing a lot of stuff that shouldn't happen as far as I know. So if someone knows a lot about flashing custom ROM's and rooting a wileyfox storm and has time to help me please contact me
Ps: I have a lot of amusing screenshots of support they once ignored me for 2 weeks and then send me an email that said "sorry for the delay I was on vacation"
So I bought a oneplus 6t and just got it on the 31st. Immediately I had wifi issues. It would connect to 5ghz, get an ip but not be able to reach anywhere. No google, no Oneplus servers. nada. I could connect to 2.4ghz just fine but not 5. I contacted support and did all their steps and they told me to RMA my brand new phone. I googled the wifi issues and found others had it as well so I figured I would just return it. I filled out the RMA request as told and it said it would take 24 hours to get my info to send it in. Two days later..nada. So I contacted support again. They took all my information and said they would be sending me the RMA info. And I get but...no shipping label. Nope. I have to pay to ship back my less than a week old defective phone. I contacted support again..and they told me this was their policy, sorry. They linked me to their policy and line D jumped out at me - d. Any repair and replacement service covered by warranty, along with shipping and handling, will be free within the twelve (l2) months period. I argued that if they would cover shipping and handling for repair/replacement why not a return? Sorry that is our policy....sigh, So I read their policy further and basically if I sent in my phone for replacement most likely I would get a refurb. So here I am, having to pay shipping to ship back defective merchandise if I want my money back. Sorry OnePlus, I won't be buying your phones any more.
glenroebuck said:
So I bought a oneplus 6t and just got it on the 31st. Immediately I had wifi issues. It would connect to 5ghz, get an ip but not be able to reach anywhere. No google, no Oneplus servers. nada. I could connect to 2.4ghz just fine but not 5. I contacted support and did all their steps and they told me to RMA my brand new phone. I googled the wifi issues and found others had it as well so I figured I would just return it. I filled out the RMA request as told and it said it would take 24 hours to get my info to send it in. Two days later..nada. So I contacted support again. They took all my information and said they would be sending me the RMA info. And I get but...no shipping label. Nope. I have to pay to ship back my less than a week old defective phone. I contacted support again..and they told me this was their policy, sorry. They linked me to their policy and line D jumped out at me - d. Any repair and replacement service covered by warranty, along with shipping and handling, will be free within the twelve (l2) months period. I argued that if they would cover shipping and handling for repair/replacement why not a return? Sorry that is our policy....sigh, So I read their policy further and basically if I sent in my phone for replacement most likely I would get a refurb. So here I am, having to pay shipping to ship back defective merchandise if I want my money back. Sorry OnePlus, I won't be buying your phones any more.
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If you are within 15 day return policy u will get a new phone. I had to do this and got a new phone. Just return everything that came with phone they will send you new one. Yes I agree their CS sux shipping label should be included and u should receive new phone before shipping out defective phone.
I did the same thing with mine and while it is a little bit of a hassle to have to wait 2 weeks for the replacement, the replacement did eventually arrived and it was brand new so everything was fine and you should just bite the bullet and go for it you will end up receiving a brand new phone and hopefully it will be without issues
Their customer service does indeed suck. I have been trying for 2 weeks to get a replacement charger. My charger no longer works at all. Multiple chats and emails and still no charger...
Sent from my ONEPLUS A6013 using Tapatalk
Why are we still hearing about their customer support being like this? Hasn't there been a lot of time for them to improve things? Have they improved things? What's the problem?
They're awful and rude from my experience. I've reached out to them many times and only had 1 good interaction out of around 7 attempts.
Customer service is the reason companies like apple/Amazon are so successful
borijess said:
If you are within 15 day return policy u will get a new phone. I had to do this and got a new phone. Just return everything that came with phone they will send you new one. Yes I agree their CS sux shipping label should be included and u should receive new phone before shipping out defective phone.
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Just an fwy for future, we have 20 day return period if bought from care or online, no restocking fees, and we also refund shipping if its withing buyers remorse period.