Related
This is sort of a long story. Sorry, I just had to put this in writing to get it off my chest, I am beyond frustrated with Verizon...
I bought a Galaxy 10.1 4G LTE from Verizon Wireless online back in July. I got and love the crap out of it. It is awesome. Then I got the dreaded newton rings, and read through the epic thread here on XDA and decided to get it fixed or replaced. I walked into a Verizon store (which are becoming more common that McDonald's around me) and told them my problem and asked for a replacement. This was 9/22/2011. He said since I ordered online they have to order the replacement online and I would have it in two business days. Great. I would rather have the thing right now, but I can deal with that.
Two days later, I get an empty brown cardboard box. I call Verizon 'customer care center' and they say to wait another day or two to get the new tab and put my old tab back in the box and ship it back. They at Verizon never want their customers without a device, so make sure to wait until you get the new one, then you have 10 days to return the old one. Okay.
Two days later, still no tab. I call Verizon again. Their system says the tab is on back order, and as soon as they get one in stock they will ship it out. Okay. Another week later, I call back, same response. Another week later I call back, same response. WTF? How can a product be on back order for that long if you are still selling them in the store?
Finally (11/4/2011) I called and wasn't going to buy their back ordered story, and the lady was pretty helpful. She kept me on the line and conferenced in someone from the technical center. This lady said in a condescending tone that I had the return box, why didn't I return it to them. They can't process a new tab until they get the old one. They have 700 of them in stock, I just need to send them my damaged one and they will ship out a replacement or repair it in 1 to 2 business days. She was kind of rude, like why did I wait this long. Whatever. I boxed up my tab and shipped it off to them on 11/7/2011. FedEx tracking confirms they receive it on 11/9/2011. Nice. Maybe by the end of the week I'll have my new tab.
Nothing. I call again on 11/16/2011. Customer care rep says hmm, they are showing back ordered. I said I've heard that one before, call tech support. She calls tech support. The lady at tech says that she sees they received my old tab, but there is no note or pending shipment for the new one. She will put that order in right away and overnight a new tab to me, so I will have it on 11/17. Good, finally I might get my tab by the end of this week.
Today, 11/18/2011. I get an empty cardboard box with instructions on how to ship my tab to them for repair. I call customer care. Hmm, system says they are back ordered. Call tech support. Tech support guy says, nope there are plenty of them in stock. He sees that the order was placed on 11/16, but has no idea why they haven't sent me a new tab yet. He is going to initiate an investigation, which could take a few days. He does send me his e-mail info and contact info for his supervisor, so now at least I have someone to call direct at tech support.
Almost two months since I first initiated the repair order, two weeks without my tab, and Verizon has no clue what is going on. Great. Maybe next week...
I should have bought the WiFi version.
May I suggest finding a better Vzw store to deal with. I work with the largest indirect VZW dealer and have helped 2 put 3 people swap there's with no issues. I really hate to hear the run around you are dealing with. I would be livid. Hope this is resolved soon for ya.
Sent from my DROID BIONIC using xda premium
Get in touch with me
I work as a consultant at Verizon Wireless, I forwarded your post to my boss, I will do my best to help you. Send me a private note and I'll be in touch.
Jim
Thanks for the replies and the help. The guy handling the investigation called on Friday night and said that his records showed that the replacement was shipped and delivered to my office. Since I was at home, I couldn't confirm that, but suspected it was the empty cardboard box I got. I checked this morning, and it was. The tech did send me his e-mail and his supervisors direct number, so I left a message with the supervisor and will keep trying to get this resolved! Everyone I talk to seems like they want to help, but nobody is quite sure how to get things done. They have different policies for the tablets than their phones, and nobody seems to know how to handle the tablets.
DMMCD -
Email sent to the parties involved, along with their boss. Hope it does something....
Jim
Thanks for helping, Jim. Yesterday there was a lot of back and forth e-mails between people within Verizon, which Jim was kind enough to keep me updated on. I did get a voice mail on my work phone from a tech support supervisor last night around 6:15 pm, but I just got the message this morning. I left him a message with the information he requested (tracking number for sending my old tab back, which I gave to two different tech support reps previously). Hopefully today brings resolution. It would be nice to have my tab for Thanksgiving holiday.
I would file a complaint through your State Attorney Generals website in regards to all of this. Then VZW's Consumer Government Affairs department will research the matter and are required to respond to your complaint and to the Attorney General.
Put a little heat on them. Get as many eyes on this as possible. That's absolutely ridiculous. Unfortunately, as with most companies, the CSR's are limited to notes and what's on an account. They can tell you things all day long and try to help you but they're limited to what's in front of them.
EDIT:
For Pennsylvania the State Atty General Consumer Complaints can be found here:
http://www.attorneygeneral.gov/complaints.aspx?id=451#
Here is the form you can submit the complaint with online:
http://www.attorneygeneral.gov/complaintforms/bcp_form.aspx
Again it's all just a suggestion, you're not penalized for doing it, it's your right as a consumer. You're not suing them, you're not taking them to court or anything. You're just making a formal complaint that they have to recognize and address, then they have to identify steps they took to resolve your situation to the Attorney General.
Hopefully it won't come to that, but we'll see...
I thought things would happen today, but so far this morning I have left two messages with a tech support supervisor, along with a message for a different supervisor yesterday, and e-mailed the original tech support rep with no replies at all. The only info I had that things were happening at all were from the e-mail traffic that Jim (tommydorsey) was kind enough to forward on to me.
I don't like being left in the dark. I would like a call from somebody, even if it is to say that no progress has been made. Why can't I just walk into a Verizon Wireless store and have them hand me a new tab? That would have ended this insanity two months ago, and I would be a very happy customer.
I ordered mine online and got an in-store replacement for the Newton's ring issue. And used the opportunity to upgrade it to the 32GB model. Their are allot of Verizon "Premium Retailers' that have are pretty poor in my experience. I stay away from them and only do business a with Verizon owned store. Those experiences have all been excellent.
The store I went to is a large Verizon owned retailer. It seems like a lot depends on the particular sales rep that you have the fortune of speaking with.
I did finally get a call back from the tech service rep. He said the warehouse claims they sent the Tab to me last week. We checked the tracking number, and I confirmed that what they thought was a Tab was actually an empty cardboard 'recovery' box with that tracking number on it. I offered to take a picture. So he is in communication with the warehouse to see why they sent a recovery box rather than a tablet. The saga continues.
Okay, I got a call from the tech supervisor around 5:45 pm who said "headquarters" shipped out a tab and I should get it tomorrow. I'm crossing my fingers and hoping that it is not another empty cardboard box...
dmmcd - I hope this works today. Fingers crossed.
Yey, I finally got something. Of course the name on the label was Don and I am Dan, so it was given to the wrong person in my company and I had to track it down. But I got a "new" tab.
Which bugs me a little, it is a "certified like-new replacement". I really hope I don't have any problems with it. I guess at this point I am happy to have anything. I also lost my screen protector when I sent my original tab back to them.
The screen is different than my original one, and has the SAMSUNG logo on the bottom of the screen. I hope it stays free of the newton rings.
A tech support supervisor texted me to make sure I got it. Still not really blown away by this customer service. It took over two months to get to this point, and the last 2 1/2 weeks I was without a tablet. The last week seemed like intense negotiations just to get anything out of them at all. Too much confusion within the company. I still think they should have honored my exchange at the physical store and avoided all this mess.
On December 2nd I purchase MotoCare for my Nexus 6, since then.
December 5th - I put in an RMA for a bad screen and told it would ship in 3 days.
December 9th - I call them having received no info from them or Fedex on a shipment. I am told it will arrive the 12th.
December 12th - I call again as there is no new word, I am told a person will call me back in 24-48 hours. 4hrs later I get a shipment notification, but no one ever called.
December 15th - Phone arrives, it is for AT&T I specified T-Mobile many times.
December 15-16th - Many calls to Moto to get this sorted. I was told it would be 2 weeks to get it shipped due to 0 in stock and then later another rep says they can ship next day due to 500 in stock. Told I would get shipping info and a call back in 24-48 hours. I also had 2 reps hang up on me while I was explaining the story.
None of this happens, I rant in a thread and Moto_Wendy_W helps get the ball rolling, and in under 48 hours I have had a call, and shipment info for a phone 2 days out. Finally.
December 19th, Phone arrives, due to weekend I get returns sent out with Fedex labels provided on the 22nd. Should arrive on the 26th (due to holiday).
January 1st I am notified the devices were never returned and I will be charged. I check with Fedex and they show no delivery after the 26th and no update since. I call Moto and they call Fedex and verify it was returned the 29th, so now I have to watch my card to see if it is charged or not.
During all of this:
December 26th - while Moto Store had stock I ordered a 64GB White for my brother's birthday, Est Delivery the 6th, his birthday is on the 8th. Perfect. Moto charged my card for the full amount that day.
December 28th - Told there is a hold and to call them. The hold is due to "to many recent orders, which is ONLY the Moto Care I ordered on the 2nd of December. It will take 24-48 hours to review.
December 31st I email asking status - Still waiting for decision on it
January 2nd I am told on the phone it was approved and I should get tracking shortly.
January 3rd I am emailed and told that it has been approved but it is out of stock and I have to wait for new stock.
At this point there is no way I will get the device by the 6th, and I have NO idea when they will get more stock and they have had my money since the 26th of December.
Motorola is the WORST company with the WORST support I have EVER dealt with and having worked in IT for over 12 years I have dealt with a LOT of companies.
They NEVER call you back when they say they will, and they NEVER do ANYTHING to actually do their job properly unless someone lights a fire under their ass.
I am done with them as a company. At this point I actually feel pissed that I own one of their products even. I am debating selling the phone i do have for an LG G3. At least LG has never ****ed me over for 30+ days straight.
EDIT: Yesterday I was told that it was just a hold up with Fedex and I would get a call back by 4PM to confirm any updates.
Today after receiving no call back I am told the phone is out of stock with no ETA. I have canceled the order. I will not be buying anymore phones from Motorola after this experience. I am also fighting being charged $530 for an RMA I returned.
? ?
I have seen more complaint about moto customer service than the phone itself. Seems google really dropped the ball on this partnership with a bad company.
Should keep an eye out for sure, seen two incident like this where moto "never receives" the phone and the people got charged anyway! Had to fight with their banks to get it sorted!
My experience with Motorola was very pleasant.
Dec 16th - Advanced RMA Created
Dec 21st - Received Replacement Device
Dec 26th - Return shipped defective unit
Jan 2nd - Signed and Delivered at Motorola
They give you a tracking number on the return label. It's also found if you go to Motorola contact us and put in your RMA #.
I'm sorry, but, I felt the need to jump into this as well...
I purchased a Moto360 from Motorola, and when I received it, it wouldn't charge... so, Motorola sent me the replacement with the prepaid envelope, I shipped the original out 4 days later. Living in Alaska, they only pay for the cheapest/slowest shipping, so, it made it back 2 days after they were expecting it. It took me 6 phone calls, 2 managers, and 3 weeks for them to refund my money they charged me AFTER they sent me the email stating the watch arrived and they had it in their possession. It was, by FAR, the worst experience I've ever dealt with, and a part of me wanted to give up on the Nexus 6 in fear if something went wrong, it'd be a repeat experience.
mgbotoe said:
I have seen more complaint about moto customer service than the phone itself. Seems google really dropped the ball on this partnership with a bad company.
Click to expand...
Click to collapse
Actually Moto Mobility (the Motorola cellphone division) was once a good company that GOOGLE itself acquired and owned. Then they gutted it for the patents corporate raider style and sold it for a loss to Lenovo. Welcome to Lenovo customer service.
Brilliant bit that.
I'm going on two weeks now that they have received my phone waiting on a replacement. I usually do advanced replacement but was told when I setup the RMA that everything shouldn't take more then a week. Now I get the run around that they have no stock and at one point the RMA got closed for some reason.
mgbotoe said:
Seems google really dropped the ball on this partnership with a bad company.
Click to expand...
Click to collapse
Once upon a time, when the Nexus 9 was on the drawing board.....
For me is T-Mobile the WORST CS EVER and plus bought my LG G3 from them by phone and is a PAIN IN THE AZZ to send it back (phone restarts itself) and that people is the HELL in the earth.
Mervingio said:
For me is T-Mobile the WORST CS EVER and plus bought my LG G3 from them by phone and is a PAIN IN THE AZZ to send it back (phone restarts itself) and that people is the HELL in the earth.
Click to expand...
Click to collapse
Go to a store to do your business. You will have a completely different experience
Plus if you buy in store you can exchange in store for defects within 14 days.. None of the calling and shipping and crap
Sent from my Nexus 6 using XDA Free mobile app
clninja said:
Go to a store to do your business. You will have a completely different experience
Sent from my Nexus 6 using XDA Free mobile app
Click to expand...
Click to collapse
Yup I will do it when the G3's get it back!
venturizhou said:
My experience with Motorola was very pleasant.
Dec 16th - Advanced RMA Created
Dec 21st - Received Replacement Device
Dec 26th - Return shipped defective unit
Jan 2nd - Signed and Delivered at Motorola
They give you a tracking number on the return label. It's also found if you go to Motorola contact us and put in your RMA #.
Click to expand...
Click to collapse
There is something seriously wrong with this... I had an RMA since 11/24/14 and just got my replacement on the 12/28/14.
Obviously color/size may be the reason for this. Mine was a 64GB Blue.
https://www.reddit.com/r/nexus6/comments/2psjjg/terrible_motorola_support_possibly_worse_than/
What forum?
Sent from my HTC One_M8 using XDA Free mobile app
joderme said:
There is something seriously wrong with this... I had an RMA since 11/24/14 and just got my replacement on the 12/28/14.
Obviously color/size may be the reason for this. Mine was a 64GB Blue.
https://www.reddit.com/r/nexus6/comments/2psjjg/terrible_motorola_support_possibly_worse_than/
Click to expand...
Click to collapse
Was your replacement brand new? Also are there any issues with it?
OP updated.
PunishedSnake said:
What forum?
Sent from my HTC One_M8 using XDA Free mobile app
Click to expand...
Click to collapse
https://forums.motorola.com
I know it's not extremely wise of me, but the BEST phone experience that I've ever had was when I bought a used Moto X from a guy on Craigslist. I bought it, and took it to the at&t store, and they activated it, no problems whatsoever.
knitler said:
On December 2nd I purchase MotoCare for my Nexus 6, since then.
December 5th - I put in an RMA for a bad screen and told it would ship in 3 days.
December 9th - I call them having received no info from them or Fedex on a shipment. I am told it will arrive the 12th.
December 12th - I call again as there is no new word, I am told a person will call me back in 24-48 hours. 4hrs later I get a shipment notification, but no one ever called.
December 15th - Phone arrives, it is for AT&T I specified T-Mobile many times.
December 15-16th - Many calls to Moto to get this sorted. I was told it would be 2 weeks to get it shipped due to 0 in stock and then later another rep says they can ship next day due to 500 in stock. Told I would get shipping info and a call back in 24-48 hours. I also had 2 reps hang up on me while I was explaining the story.
None of this happens, I rant in a thread and Moto_Wendy_W helps get the ball rolling, and in under 48 hours I have had a call, and shipment info for a phone 2 days out. Finally.
December 19th, Phone arrives, due to weekend I get returns sent out with Fedex labels provided on the 22nd. Should arrive on the 26th (due to holiday).
January 1st I am notified the devices were never returned and I will be charged. I check with Fedex and they show no delivery after the 26th and no update since. I call Moto and they call Fedex and verify it was returned the 29th, so now I have to watch my card to see if it is charged or not.
During all of this:
December 26th - while Moto Store had stock I ordered a 64GB White for my brother's birthday, Est Delivery the 6th, his birthday is on the 8th. Perfect. Moto charged my card for the full amount that day.
December 28th - Told there is a hold and to call them. The hold is due to "to many recent orders, which is ONLY the Moto Care I ordered on the 2nd of December. It will take 24-48 hours to review.
December 31st I email asking status - Still waiting for decision on it
January 2nd I am told on the phone it was approved and I should get tracking shortly.
January 3rd I am emailed and told that it has been approved but it is out of stock and I have to wait for new stock.
At this point there is no way I will get the device by the 6th, and I have NO idea when they will get more stock and they have had my money since the 26th of December.
Motorola is the WORST company with the WORST support I have EVER dealt with and having worked in IT for over 12 years I have dealt with a LOT of companies.
They NEVER call you back when they say they will, and they NEVER do ANYTHING to actually do their job properly unless someone lights a fire under their ass.
I am done with them as a company. At this point I actually feel pissed that I own one of their products even. I am debating selling the phone i do have for an LG G3. At least LG has never ****ed me over for 30+ days straight.
EDIT: Yesterday I was told that it was just a hold up with Fedex and I would get a call back by 4PM to confirm any updates.
Today after receiving no call back I am told the phone is out of stock with no ETA. I have canceled the order. I will not be buying anymore phones from Motorola after this experience. I am also fighting being charged $530 for an RMA I returned.
Click to expand...
Click to collapse
Was your original faulty phone an AT&T phone? I believe they match up the IMEI and send out accordingly. I had a bad AT&T one with the IMEI reflecting such and got a replacement one with the AT&T tramp stamp. I requested a non AT&T one but that did not work. Just curious what your experience was.
Thanks!
No it was not. I bought it at the T-Mobile store in my area.
joderme said:
There is something seriously wrong with this... I had an RMA since 11/24/14 and just got my replacement on the 12/28/14.
Obviously color/size may be the reason for this. Mine was a 64GB Blue.
https://www.reddit.com/r/nexus6/comments/2psjjg/terrible_motorola_support_possibly_worse_than/
Click to expand...
Click to collapse
I believe that color and capacity do play a factor because mine was 32GB CW.
Hi Guys,
How have you found the buying expierence to be?
I ordered mine the start of this month and just missed out on the discount. When I ordered I got an email saying it would be a couple of weeks and that was okay, but I have seen that it is back in stock and I still haven't been sent the device according to the website(I am currently on holiday). I go into orders when logged into small and don't see anything, but I can click on the link in the email and it shows my order with the status.
I have tried emailing them and have not had a reply, tried calling them, and when it does ring it just gets cut off.
How has your expierence been, as I may forget all about this phone if it does t get better(plus I now ha e a £40 off voucher for the phone).
Jim
Hi Jim,
Have you checked the tracking service to see if they've given the parcel to the post office? I ordered my phone at 10pm and received it two days later at about 12:30 pm.
I've had the Honor 7 for a couple of days now. The phone runs very smoothly (I even opened up every application on my phone and it had about 1.4gb RAM free and was still working smoothly. I don't have the most intensive apps installed but I wouldn't be doing anything near as taxing as what I did). The finger print sensor is very accurate and quick. It'll take some time to get properly used to all of its features, such as sliding your finger down for notifications and up for recent apps. You can also hold your finger on the sensor to go back to the home screen and tap it once to make it act as a back button. The camera is quite good too but I don't really take pictures so I can't give a proper review of it. Emotion UI is alright and if you're not too fond of it you can just install Nova Launcher like I did. As for the battery I usually get 5-6 hours of screen on time with me using my phone mainly for facebook, whatsapp, skype and watching YouTube videos. I can't give any comments on gaming performance since I don't game on my phone , I imagine it would run most games fine though. I just ran an AnTuTu Benchmark while typing this up and got a score of 52247 if that's of relevance to you. When did you try calling them? They're busy on weekends and when I tried on a weekday the call went through straight away and they were quite helpful. The phone was a steal at £250 and at £210 it's an even better deal so I'd definitely advise buying it.
My experience has been pretty bad.
Ordered on launch day as soon as it went live on website. So expected to receive the phone. Then the website said 7 days. Then 5 days. Then 9 days. And finally 3 weeks. All along people were receiving their phones who ordered 2/3 days after I did as well. In the end I cancelled the order.
Today I used the discount code emailed to me by vmall and tried again. Phone was in stock, order processed and a confirmation page was displayed with order number on it. However, no email confirmation has been received and it does not appear in my 'recent orders' on the vmall site either. And of course the phone is now showing as out of stock too.
I called vmall support and was told that basically I have no order. Which is annoying to say the least.
I ordered at 11am today, didn't get an email but just checked my order and it has been dispatched, seems like there's problem with your order, best keep trying to get hold of them maybe.
for me, vmall UK worked perfectly. 3 days wait, then the email it was dispatched and arrived next day.
And now, despite being told I had no order by the vmall support line, I have just had an email to say mine has now shipped already. Very confusing stuff.
I have waited only 3 days too.
Inviato dal mio PLK-L01 utilizzando Tapatalk
I have worst experience from vmall UK. first I ordered from 29th August using my credit card which I'm using everyday and it working perfectly fine but after ordering they next day I got mail which said that my card is expired, that's impossible! and got email in which they told me to contact so I did CA on phone line said that card I used was expired and I need to provide the card details to them so they can order again, so I gave them my card detail and person said everything is ok now and your card has been accepted. which was same card I used it earlier, but after 2-3 days I haven't got any news about it so I called them again but I got constant engage tone for two days and so I called again CA told me that our staff are NOT allowed to take customer's phone number over the phone and I need to place the order again, so on 2nd Sept. I order again and till than I sent them three email in a week but I haven't got any replay, furthermore when I called them over the phone last week to know order status they said that stock will come next week and told me to call again mid next seek, Today again when I ask they said that they are going to instruct warehouse to despatch soon and I will hopefully get tracking number by today evening but as of 23:39 I haven't got any tracking number or despatch email, they are liar and unreliable company and just to take orders they are giving wrong hope and incorrect delivery estimate which is
complete unfair business practise
Also even before order I called and ask about NFC and they poor knowledgeable CA lady said indeed it have NFC which is completely false information
Poor inventory and order processing system and very limited information and technical information about products seems like they made in hurry to to gain high numbers of sale in short time
Worst customer service
And unreliable company
EDIT/UPDATE: Today 10AM I called them again to inform that all my friend who ordered last week or before me already got that order and why I have to wait , CA said Sorry for the delay and said that I also ordered Honor View case and selected part delivery but somebody missed to acknowledge that on system means all order they are handling manually, after that phone call my status is now showing as "PART-SHIPPABLE" let's see what happen
My issue with regards to calling the CS number seems to have been a weird combination issue of nexus5/3/Spain roaming, although it worked fine and my.Missus phone samsungs3/3/spain roaming.
I spoke to customer services at the start of the week and they said there was nothing wrong with my order and they were getting 1000 new units and they are shipping on first in first out basis, which I challenged as I advised people ha e ordered after me and already got there phone. I will call again today as I no faith in the CS services, but I also ordered a cover as well, and maybe this is causing an issue as the above comment suggests.
Just spoke to CS and she has said the batch of devices they were getting has been delayed.
I questioned about the numerous times I have clicked the order link provided by themselves and see the device as showing in stock was not true, and they are only uptp the 27th of August with fulfilling orders.
I ordered mine on Monday and it was in my house on Tuesday. Faultless. Was able to track it as well.
Sent from my PLK-L01 using XDA Free mobile app
My buying experience from vmall was one of the worst.
At start everything was fine. I pre-ordered the phone and i waited until they'll have it on the stock. I've waited for like 2 weeks. Then I've got message telling me that my payment was rejected. The strange this was that they already took money from my card when I placed the order. I look on my account - my money is back and there is no information about any transactions - nor accepter or rejected. I told them to charge my card once more and then it was ok.
Status change - Package sent! YAY!! finally!!!
but, wait.. quick glance at my invoice... shipping address - WHAT THE F...? Somehow - noone from vmall was able to told me how - the street name in billing address was changed and it looked like someone placed it in google translate and translated it from polish to english... so the result was that the package was going to the non-existent address. Just great. After contacting via phone with vmall they told me they'll do anything they can blablablablablalba.... i talked to them few times, no effect.
In final, I've got my package, but only because I have contacted DHL by myself and they were so kind to change delivery address to correct one. No help from vmall at all in that matter. And after the package was delivered, email from vmall came and it was like "dude, you were saying that the address over there was wrong, but someone took the package! look ,there's signature!! the address was correct, you moron, but you said it was incorrect!".
Just no comments... i replied them that they were useless etc, I gave them screenshot from DHL tracking saying that the address is wrong and there is need of contact and attached them DHL emails that I had... it was like one week ago, still got no response...
TLDR: Vmall support is USELESS, totally useless and the people over there are stupid and cannot understand simple things. They couldnt tell me how did they got the strange shipping address (translated polish street name via google translate. WTF!? from when you do that and what for!?)...
I've personally found Vmalls support excellent. The stock issue is down to the production side and out of their hands. When I've phoned they've been efficient (split my order so the phone was sent, which was then dispatched an hour later). I phoned earlier today to cancel the flip cover as I'm just fed up of waiting (and realised the flip to turn screen on feature won't be as useful as it was with the H6, what with the H7's double tap/fingerprint methods to access the screen). The woman said "do you want to give it to me?" and I thought I accidentally phoned Babestation, but then realised she was referring to the order number! Cancelled it no problem.
At a local T-mobile store, I ordered a black onyx 32gb S7 Edge on 2/24/16. On March 2nd my credit card charge went through. On March 3rd I received a tracking update to be delivered by 3/3/16. March 3rd came and went. I called ups by 4pm March 3rd and they promised it'll be delivered that day. Never got it. On March 4th (Friday) I called ups again - they apologized and assured me the package would be delivered. Again I waited and called UPS again in the afternoon, they said they have til the end of the day which could be as late as 7pm where I live. I waited - never came. By now I'm fkn pissed at this BS. Saturday March 5th I drove out to the ups hub in anaheim, ca, the guy there checked the tracking number, looked in the back, couldn't find the package and told me most likely someone made off with my phone. He gave me the standard customer service phone number to call and make a claim.
I called T-mobile and told them what happened. T-mobile told me it was my responsibility to make the claim and deal with UPS on this matter as the phone was my property (apparently once the phone hits UPS - it becomes our property). We went back and forth on this (the rep I talked to wasn't too bright if ya follow), finally the rep said she'd file a missing handset report for me after I kept asking for a supervisor. I was told I'd receive a phone call and update on this within 3 business days. In the meantime, I decided to call UPS also, told them about the situation. They told me that the "Sender T-mobile" needed to file the report and follow up with UPS. The phone status was updated a couple of times now. Originally for 3/3 delivery, then 3/4, now 3/7.
Now I'm waiting to hear back from T-mobile for the next step. I did call the store where I got the phone from as well - they told me I did the right thing. They said, worse comes to worse if I don't get the phone, to come in Friday, they should have the phones in store by them, they can cancel my existing order and I'll just get the phone directly at that time. I'm Leary to have the phone shipped and potentially missing/stolen again.
I'm just writing this in case someone else has or had the same experience to discuss updated/progress.
Thanks,
Glen
T-Mo is passing the buck here. It's never you're responsibility, if the product doesn't reach you. It's T-Mobile's UPS account that it was shipped on.
Trust me, my company ships hundreds of packages a day, and the responsibility is on the SHIPPER until the item docks with the customer.
I'd tell T-Mobile you're going to dispute the charge if they don't take care of it.
As long as the status is not delivered yet, I don't think you have to worry. If it's delivered, then you might want to start the claim that you never received the package.
ingenious247 said:
T-Mo is passing the buck here. It's never you're responsibility, if the product doesn't reach you. It's T-Mobile's UPS account that it was shipped on.
Trust me, my company ships hundreds of packages a day, and the responsibility is on the SHIPPER until the item docks with the customer.
I'd tell T-Mobile you're going to dispute the charge if they don't take care of it.
Click to expand...
Click to collapse
Agreed ingenious, I will dispute if that's the case. Overall T-mobile has been pretty fair with me in the past so I have some faith in them. Sometimes the CSR's are just reading the script as they say.
Vanquiz said:
As long as the status is not delivered yet, I don't think you have to worry. If it's delivered, then you might want to start the claim that you never received the package.
Click to expand...
Click to collapse
Well Vanquiz - when I went to the usb Hub, the guy there told me the phone was stolen or missing and to call and make a claim, I'm going off of his advice, I'm not gonna wait around until it's "delivered". I see what you mean also though.
I'm sorry, I didn't mean don't worry and let it go and just wait. What I mean is you don't have to prove anything, you can just call Tmobile and said the package is gone while in transit and if it's indeed gone, they should just send you another one without you have to do anything, it's between UPS and Tmobile.
If it's delivered, then you should start to do the claim for the missing package, so UPS can track where it's delivered who signed it etc. Then that's where it can takes longer time, but you still will have another replacement sent.
Vanquiz said:
I'm sorry, I didn't mean don't worry and let it go and just wait. What I mean is you don't have to prove anything, you can just call Tmobile and said the package is gone while in transit and if it's indeed gone, they should just send you another one without you have to do anything, it's between UPS and Tmobile.
If it's delivered, then you should start to do the claim for the missing package, so UPS can track where it's delivered who signed it etc. Then that's where it can takes longer time, but you still will have another replacement sent.
Click to expand...
Click to collapse
all good bro :good:
I had a similar issue when I pre-ordered the S6 Edge last year. Tracking showed "out for delivery" but never got delivered and tracking never changed after that. Had to go thru a month of back and forth calls to tmobile and ups. I got fed up and just filed a chargeback with my credit card. Funny thing, Tmobile ended up refunding me the $180 I had given as a down payment and I forgot about the chargeback and then Capital One ended up refunding me $180 too.
I had at one time preordered the note 4 and was tracking my package thru ups and the day came and I was waiting said out for delivery I was refreshing until finally I saw it was delivered.I checked ups site said I signed for it which I didnt.Not to mention I live in a doorman building and they sign packages.I went downstairs and it wasnt there.I called tmobile and had to wait like 3 days make sure no one fot it but they sent me a replacement one and I recieved that one.I believe ups people steal the packages they know exactly when these phones are coming in
Sent from my SM-G928T using Tapatalk
flipq88 said:
I had a similar issue when I pre-ordered the S6 Edge last year. Tracking showed "out for delivery" but never got delivered and tracking never changed after that. Had to go thru a month of back and forth calls to tmobile and ups. I got fed up and just filed a chargeback with my credit card. Funny thing, Tmobile ended up refunding me the $180 I had given as a down payment and I forgot about the chargeback and then Capital One ended up refunding me $180 too.
Click to expand...
Click to collapse
Wow you came out ahead in the end - what a hassle. I'm just hoping the store will have them in this friday 3/11 to pickup in person.
raw2000j said:
I had at one time preordered the note 4 and was tracking my package thru ups and the day came and I was waiting said out for delivery I was refreshing until finally I saw it was delivered.I checked ups site said I signed for it which I didnt.Not to mention I live in a doorman building and they sign packages.I went downstairs and it wasnt there.I called tmobile and had to wait like 3 days make sure no one fot it but they sent me a replacement one and I recieved that one.I believe ups people steal the packages they know exactly when these phones are coming in
Sent from my SM-G928T using Tapatalk
Click to expand...
Click to collapse
Yeah I think so too. I understand ups has regular drivers which are union and also temporary drivers which come and go. I wonder if it was a temporary drive that snagged it? Coulda been someone in the warehouse, who knows. Anyways thanks for chiming in :good:
UPS dropped my phone off at the door!? Really? Fortunately I was anticipating it and heard the doorbell.
Just a bit of advice to avoid the chance it might get stolen the next time you do a pre-order - create a My UPS Account at the UPS web site. Then when you get tracking information that the phone has shipped, go to your account in MY UPS and request that they hold the package at the UPS Facility. They will do this - no problem. Then you can go to the UPS Hub, pick up the phone when it is convenient and not have to wait for the driver to get there or have your phone stolen from your front porch or something.
I do this everytime I do a Pre-Order and I have never had issues.
Just a thought...
jackler1 said:
UPS dropped my phone off at the door!? Really? Fortunately I was anticipating it and heard the doorbell.
Click to expand...
Click to collapse
Yeah - good thing.
mocsab said:
Just a bit of advice to avoid the chance it might get stolen the next time you do a pre-order - create a My UPS Account at the UPS web site. Then when you get tracking information that the phone has shipped, go to your account in MY UPS and request that they hold the package at the UPS Facility. They will do this - no problem. Then you can go to the UPS Hub, pick up the phone when it is convenient and not have to wait for the driver to get there or have your phone stolen from your front porch or something.
I do this everytime I do a Pre-Order and I have never had issues.
Just a thought...
Click to expand...
Click to collapse
Thanks mocsab - I do have a My UPS account but did not mark to hold it there. This is the first time I've had any issue with ups and have had many phones shipped to me that way lol
Thanks for the advice, going fwd that's the way to go. :good:
I hate UPS they always just leave packages in my backyard (on a busy street corner) where anyone can take it. They don't even bother knocking even if they see lights on and cars in the house. I had to rush from work yesterday to my house because they delivered my S7 Edge and when I got home of course they just left the package on the ground, luckily I got a txt message and I knew I had to go get it before someone stole it. Anyways, I hope you resolve your issue. I wish T-mobile would use Fedex instead, never had an issue with them.
glensta said:
Yeah - good thing.
Thanks mocsab - I do have a My UPS account but did not mark to hold it there. This is the first time I've had any issue with ups and have had many phones shipped to me that way lol
Thanks for the advice, going fwd that's the way to go. :good:
Click to expand...
Click to collapse
I do feel bad for you though - the feeling of excitment on the day of delivery - waiting for the UPS guy to get there -and then it not happening - man, I would be PO'd BIG TIME. YOU seem to be handling it well - better than I would be. LOL -
mocsab said:
I do feel bad for you though - the feeling of excitment on the day of delivery - waiting for the UPS guy to get there -and then it not happening - man, I would be PO'd BIG TIME. YOU seem to be handling it well - better than I would be. LOL -
Click to expand...
Click to collapse
Thank you. Lol oh I was mad at the time very much. By the time I wrote this I'd calmed down a bit lol.
glensta said:
At a local T-mobile store, I ordered a black onyx 32gb S7 Edge on 2/24/16. On March 2nd my credit card charge went through. On March 3rd I received a tracking update to be delivered by 3/3/16. March 3rd came and went. I called ups by 4pm March 3rd and they promised it'll be delivered that day. Never got it. On March 4th (Friday) I called ups again - they apologized and assured me the package would be delivered. Again I waited and called UPS again in the afternoon, they said they have til the end of the day which could be as late as 7pm where I live. I waited - never came. By now I'm fkn pissed at this BS. Saturday March 5th I drove out to the ups hub in anaheim, ca, the guy there checked the tracking number, looked in the back, couldn't find the package and told me most likely someone made off with my phone. He gave me the standard customer service phone number to call and make a claim.
I called T-mobile and told them what happened. T-mobile told me it was my responsibility to make the claim and deal with UPS on this matter as the phone was my property (apparently once the phone hits UPS - it becomes our property). We went back and forth on this (the rep I talked to wasn't too bright if ya follow), finally the rep said she'd file a missing handset report for me after I kept asking for a supervisor. I was told I'd receive a phone call and update on this within 3 business days. In the meantime, I decided to call UPS also, told them about the situation. They told me that the "Sender T-mobile" needed to file the report and follow up with UPS. The phone status was updated a couple of times now. Originally for 3/3 delivery, then 3/4, now 3/7.
Now I'm waiting to hear back from T-mobile for the next step. I did call the store where I got the phone from as well - they told me I did the right thing. They said, worse comes to worse if I don't get the phone, to come in Friday, they should have the phones in store by them, they can cancel my existing order and I'll just get the phone directly at that time. I'm Leary to have the phone shipped and potentially missing/stolen again.
I'm just writing this in case someone else has or had the same experience to discuss updated/progress.
Thanks,
Glen
Click to expand...
Click to collapse
Did you ever hear back from either ups or tmobile? .The same happend to my brother exept his only made it to the Ontario Ca Hub not Anaheim where it should of made it to for delivery
blah_blah_blah_blah said:
Did you ever hear back from either ups or tmobile? .The same happend to my brother exept his only made it to the Ontario Ca Hub not Anaheim where it should of made it to for delivery
Click to expand...
Click to collapse
Not yet, T-mobile made a missing handset claim with U.P.S. and I'm supposed to hear back within 2 weeks or so. At that time they'll refund the Tax $62.40 I paid already.
I just got back from the T-mobile store and picked up the Edge there lol as I don't want to chance another missing phone and I'm seeing people who didn't order early are waiting longer as expected. I'll update you guys once T-mobile finalizes the claim or any new info comes in.
I had this happen to me last year with my S6. Was on the truck to be delivered, and then "poof" item missing. Don't believe T-Mobile when they say it's your job to make the claim. It was never delivered, which means it's THEIR responsibility. Reach out to T-Force on Twitter (@Tmobilehelp I believe) and they'll get it fixed for you 1-2-3.
glensta said:
Not yet, T-mobile made a missing handset claim with U.P.S. and I'm supposed to hear back within 2 weeks or so. At that time they'll refund the Tax $62.40 I paid already.
I just got back from the T-mobile store and picked up the Edge there lol as I don't want to chance another missing phone and I'm seeing people who didn't order early are waiting longer as expected. I'll update you guys once T-mobile finalizes the claim or any new info comes in.
Click to expand...
Click to collapse
How did you get it from the tmobile store ?
entropism said:
I had this happen to me last year with my S6. Was on the truck to be delivered, and then "poof" item missing. Don't believe T-Mobile when they say it's your job to make the claim. It was never delivered, which means it's THEIR responsibility. Reach out to T-Force on Twitter (@Tmobilehelp I believe) and they'll get it fixed for you 1-2-3.
Click to expand...
Click to collapse
Hey thanks I appreciate that. Actually I ended up going in store and they took care of the cancellation for me. There's A 2 week waiting. For the final result
blah_blah_blah_blah said:
How did you get it from the tmobile store ?
Click to expand...
Click to collapse
I had called customer service they told me to go into a T-Mobile store and do the missing handset cancellation within which the store to care of for me yesterday. Then today I went in and they arranged it so I could get the phone as they had them in stock. It was a little bit tricky but they got it done
Story Time:
I ordered the Google Pixel XL 128GB (Quite Black) from the official Google Store online on April 25, 2017. The free shipping option put the device being delivered in the May 11 - May 15th window. I was okay with this as I was taking an international flight on May 16th and figured I would have the device by then. Shortly after my order on April 27th, 2017 I received an email stating that my device has been shipped and expected to arrive between May 11 - 15. This email provided a FedEx tracking number, which I closely monitored every day.
I watched as my phone slowly made it's way from Carol Stream, IL to Los Angeles, CA. Each day inching it's way across the country. It finally reached the FedEx facility in Los Angeles on May 3rd, 2017 at 4:42AM. I was pretty excited to see that it was probably going to arrive much sooner than stated. That was until I saw a status update on the tracking that simply stated "Delivery Exception - Future Delivery Requested". What? I didn't understand what this meant so I called FedEx on May 4th, 2017 and the gentleman on the phone told me he would check with the LA facility and ask them about the package. After a brief 10 minutes hold, he came back and told me that delivery exception means the delivery hub was busy and the package would be out for delivery that day (May 4th) by the end of the day.
I was satisfied and went along with my day only to find out by the end of the day that a delivery attempt was not made. May 4th came and went. May 5th came and went. No updates on FedEx tracking, and no attempted deliveries (I was home waiting for the delivery). I decided to be patient and wait until Monday morning to see if there was some update on the FedEx tracking. There wasn't.
I called FedEx first thing Monday morning and asked for some new info on my package. After being placed on another brief 10 minutes hold, I was told again that the package would be out for delivery by end of day and the rep asked me for the cell phone number of the delivery address so the driver has it. I provided it and again went along with the day waiting for delivery.
That was until I later refreshed the FedEx tracking and find this gem: 5/08/2017 - Monday 10:34 am Returning package to shipper
LOS ANGELES, CA Shipper requested shipment to be returned - Unable to deliver shipment - Returning to shipper
Okay. So I called FedEx again and asked another rep what happened and he dug a littler deeper for me and found out that a woman by the name of Donna from Ingram Micro made a request for the package to be returned to the shipper on the morning of May 5th, 2017 (this status was not listed in the tracking website). I asked FedEx for any contact info for this Donna at Ingram Micro and he couldn't help me. I set out on my own to dig for the info I needed and ended up finding a phone number for Ingram Micro support. I called and naively asked for Donna and was met with confusion. I told the rep about my issues but she was less than willing to help me out because I was not from Google. So I asked her kindly if she had some contact info at Google since it is nearly impossible to find a proper phone number online for support (even after you spend almost $1,000 on a phone). She was able to supply me with a phone number and I thanked her and went with it.
I called the number and reached a very friendly rep at Google and explained my situation (that the phone was being returned to the shipper and I saw no chance of it being re-delivered on time). She was caring and expressed her apologies but told me she is with the Google Play Store support but that she could transfer me to the Google Hardware Store people. I waited on the line for about 15 minutes before being introduced to a first level support for the Google Hardware Store. Again I explained my situation and the rep was looking at the FedEx info and told me "Sir, if you look, you can see it should be delivered by May 9th, 2017." I explained calmly to him that that is the expected date for the device to return to the shipper, not me. He didn't quite understand what was happening and he offered to call FedEx and ask them what happened. I waited for about 20 minutes and he came back and told me that FedEx didn't have any more info for him than what was on the tracking log.
He told me I should be patient and that he was confident that the device would arrive on time to me. I knew better and kindly asked him to speak to a manager to explain this more. He hooked me up with his supervisor and I went on explaining it to him as well. He was able to finally understand that the device was being returned without even one attempt to deliver it to me. He said there was nothing he could do until the device reached it's destination. He said his system would not allow him to cancel the order/ship a new device, etc. until it was no longer "in transit". He told me he would make a case number for me and put it on high priority and after the expected date of the devices return to Ingram Micro (listed as May 9th) he can help me get it straight and even ship a new device with the fastest shipping possible. He told me they would call me on May 10th and check the case with me.
They did call me today and I again received the same first level support that didn't understand the situation in the first place. He AGAIN told me that the device says it will be delivered (now somehow updated to May 12th (back to the shipper of course)) on time. I told him again to please go over the tracking log with me and pay attention to the part that says that the shipper requested the package to be returned back to them. He told me he understood now and he would check with Ingram Micro/Google Shipping and find out what happened. He called me back about 2 hours later and said he confirmed that the device was heading back to the shipping company and he will transfer me to the Google Shipping department to have them help me out.
- This story is almost over if you are still with me -
I was connected with the shipping department and the rep there told me he confirmed that it was on the way back to the shipper and he could go ahead and start a refund for me. I informed him that I did not want a refund right now and I just want the device to be delivered by May 15th as promised and to please figure out a way to send me another one with express shipping since they already know the original one was on the way back. He tried telling me that it was undeliverable and that his "security system" would not allow him to place another device in shipping until this one was back. I actually only now started to lose my patience. I told him how unfair this was. He made the mistake of informing me that if the device was lost in transit or even stolen, then he could then authorize another one to be shipped out.
I explained to him that this really was not logical that they now know for sure they are getting the device back and still won't ship another one. I ended up getting absolutely nowhere with this guy and he offered me the great deal of initiating a refund for me. He offered it like it was some kind of compensation. To be refunded for a device that I paid for and did not get... this was too good for me to pass up, so I took him up on his offer and agreed to the refund and expressed my deep feelings of frustration to him. At this point, I am not sure I will ever order another Google device from the Google store. I love Google. I always have. This was an incredibly disappointing experience and I have no idea what phone I am going to buy now since I had my heart completely set on this device.
TLDR; I ordered a $1,000 Pixel XL. The shipping company made some error and had it sent back to them before even attempting to deliver to me. Google support was hard to reach and offered no help except for a refund. Thanks Google.
To be honest seems to me you're just *****ing the ***** yes you didn't get your device but you got your money back so you weren't ****ed. To be honest I don't understand the point of this post besides the ***** moan and complain
kitila said:
To be honest I don't understand the point of this post besides the ***** moan and complain
Click to expand...
Click to collapse
What's wrong with that?
Have a little empathy, sheesh.
Sorry to hear about the suck experience you had getting with NOT getting your phone.
kitila said:
To be honest seems to me you're just *****ing the ***** yes you didn't get your device but you got your money back so you weren't ****ed. To be honest I don't understand the point of this post besides the ***** moan and complain
Click to expand...
Click to collapse
If that is all you got out of that story, then you are just as bad as Google was during this whole ordeal.
Man I am really sorry that this happened to you!
That sucks. Mine was way over a month so I cancelled it and ordered from project fi. Got to my house in 3 days. And it comes from the exact same place.
Great read. It must have taken you a lot of time so thank you for the effort. I think you need to find a supervisor that will credit you for at least $100. Then buy another one and have them ship free expedited. Good luck. The device is worth it.
Sent from my Pixel using XDA-Developers Legacy app
Post best left for reddit.
Package probably didnt have a phone in it.
parakleet said:
Post best left for reddit.
Package probably didnt have a phone in it.
Click to expand...
Click to collapse
What kind of stupid responses are these?
Sad for you.
Had the nearly the same with my daydream. As soon as I saw sent back to deliverer I called Google. And they just asked if I want a refund or another device. But in my case they sent it out on the same day. Maybe because of the lower price.
Well at least you got your money back in a timely manner. Human error happens, I wouldn't hold it against Google. Just make sure you go ahead and get the Pixel XL because it's an amazing phone! Now, deep breath... LOL
So just take refund and order again, seems like the easiest option...