I have just shipped my Touch Cruise back to HTC America RMA for the 4th time! (at my expense!) It all started about a week before Thanksgiving. I could not get the microSD memory card to stay in. The said the "catch" was probably broken, to send it in. It took them a month to "find the part" and return it. I got it back (FedEx Ground) and they had replaced the main board to fix the catch that holds the memory in. The memory now stays in. I can read my eBooks off it. However, the RSS Hub software that comes with the Touch Cruise cannot "find the path" to the microSD memory card. (Options/storage/Move everything off Touch Cruise to Memory Card?) Also, most of the people I talk to on the Touch Cruise now say I sound "garbled". So, I call up a second time for an RMA. They say they will e-mail me a UPS Returns Delivery Label for UPS Ground. After waiting 5 days and several phone calls, still no UPS Returns Delivery Label, I send it back UP Priority Mail. 5 hours after they received my phone a second time, I received the UPS Returns Delivery Label.
They re-flashed the Firmware, made 3 calls , and said "it sounded ok to them". Never checked the RSS Hub software because 1) Does not come with the phone and therefore not their problem. 2) They do not have a microSD memory to test it with. Think about # 1 & 2. I got my phone back, checked it, and called back to HTC America RMA and got the abouve excuse. Sent it back a third time. They gave it a hard re-boot, made their 3 calls and returned it. I called back this time and asked for a supervisor. No luck although they made a note for the supervisor of the "RMA Phone Answering People" to call. Never did. No way to talk to the actual tech's supervisor. I got my 4th RMA # and after waiting for a day and half for the UPS Returns Delivery Label to come, shipped it back US Priority Mail. Any Ideas?
Too Late, The PrePaid RMA Label Comes
6 Days after requesting it, I finally received the PrePaid RMA Label. Unfortunately HTC has already had my Touch Cruise Back (for the 4th Time) for 2 Days and 4+ Hours before they bothered to send the PrePaid Return Label. After waiting a Day and a half, I shipped it back again for the 4th Time, at my expense. When I called yesterday, they did not know they had even gotten it yet and it had been there for more then a Day.
4th Time and they Got it Right (Finally)
I got my Touch Cruise back from HTC America Repair for the 4th time Friday and they finally got it Right. They replaced the mainboard that they had put in to fix "memory chip catch" with a working mainboard. I do not see where they have any type of complete testing or they would have caught the new problems before returning the unit the second time. So far, after 30 hrs of use, it works like new. I only hope they will upgrade things so it will not take 4 returns and 3 months to get it right. I also resent the fact that I had to pay for shipping back to them all 4 times.
Good luck with that... There's a policy (with O2 in the UK) that if the device shows the same problem within 2 weeks after the initial repair the device is replaced.
Reading all the deals that you boys get over the pond sounds like a hard pill to swallow.
They fixed my phone too, but I went through HELL to make it happen. Their customer service SUCKS, as it is almost non-existent.
I do not think HTC Corp trains HTC Am. on TouchCruise
When I spoke to almost anybody at HTC America about my phone they had never seen one in person. The said that NO HTC phones came with RSS Hub. And being that was not supplied from HTC. They were not responsible if it did not work. Even after they re-flashed my phone (one of the few things they did every time) They never noticed that RSS Hub kept coming back. Lucky for me that this second master board they put in fixed everything.
Related
My mother called me today to tell me her ATT Fuze (running completely stock rom and radio) commited touchscreen suicide. I acted up since the day she got it but it started freaking out badly this afternoon.
Symptoms:
> The phone would call random people in the middle of the night, usually whoever was the last called person during the day it will mysteriously redial at some insane hour of the morning leading to confused call-backs from people going "are you ok? you called but didn't say anything...."
> The phone didn't ring when someone called - people would call her house and say they just left a message on her phone because she didn't answer despite it was sitting there with full bars, never rang, and showed no new voicemail alert until several hours later.
> The Start menu would be stuck in the open position leaving her unable to navigate anywhere on the screen and when that occurred the navi-button would not respond to any directional movement - only clicks to the center.
> The contacts list and calendar randomly opened whenever they felt like it whether or not she touched them or was even near the phone (I've witnessed this happen when no one was within arms reach of the phone and it was just sitting on the kitchen table.
Her device was never dropped, abused, or handled harshly in any way. She took it to her local AT&T store who dismantled it (removed battery, sim, and memory chip) and blew it out with canned air before putting it back together only to have it do the same behaviors all over again with no improvement.
The guy at the counter said "we'll have your replacement tomorrow ma'am" - and that was BEFORE he called into AT&T Warranty Support to get the RMA setup. The Warranty Support person told her that AT&T would send her a brand new replacement unit (not a refurbished unit) via overnight FedEx at their expense, they are giving her 14 business days to get the data/programs/etc... off her current phone and into the new phone and then AT&T will cover FedEx overnight return shipping for the defective handset. They aren't charging her a penny.
Something tells me that some department at AT&T really wants to get their hands on her phone. Maybe there is something they know that they aren't telling us? We're thinking either they pushed some kind of OTA update that failed or they know something is wrong with some of these units that they haven't admitted to the public? I've never heard of them waving all of the replacement fees and providing a brand spanking new device instead of a refurb.... Something smells fishy about their level of urgency for this....
She's bringing her current phone and her laptop to me this coming Saturday so I can sync it one last time, try to install MyMobiler so I can remotely interact with it without futzing with the touch screen, and maybe get most of her stuff off it and into the new one so she can ship it back. I'm going to try and get a complete rom dump too to compare with mine and see if there is anything different between the two. I'll post an update as soon as her and I go over it.
yeah, they treat everyone that way. Unless it comes in a brand new box, then it's a refurb. So don't feel great haha. I'm on my 3rd refurb because ATT is a tool and won't send me a working refurb.
They swore to her that her replacement would be brand new, never opened, still sealed in the box. I'll see if their terminology definition is the same as mine when she brings it over to my place on Saturday for the great data-swap. I'll be sure to post detailed updates. Maybe somehow her problem could answer someone elses issues... we can only hope.
Thats strange man..if my phone started doing that I'd start thinking it was possessed..throw some holy water on it and pray it doesn't short out lol. This is one experience I've had with AT&T over a phone replacement...mind you this wasn't a TP but the process is in no doubt similar.
AT&T (Cingular then) told me over and over again once that a replacement RAZR would be brand spanking new. I ended up getting a refurbished phone twice, both of them weren't working correctly and I sent them both back until I received a brand new phone.
After receiving the refurbished phones and I called them back complaining, they said they "couldn't guarantee" a brand new phone...it was "whatever they had to send off" that they would send off to me. *cough BS cough* But the third time was a charm, working brand new phone. This may not be your case though.
AT&T has always paid for overnight phones with me and paid for return shipping on bad phones. I guess its just their policy or I'm just lucky lol.
I had to send a broken Nexus One for repair, and they received my phone on June 22nd
On 23rd I received the quote for the cost of repair, and I paid it right away
But since then I have not received anything or any update from them. I have been calling customer service at least once a day to track the status, but all they can say is they are working on it
I mean come on, it's almost 2 weeks now and I don't even get updated once?
One representative told me the average turnaround time for repair is 5-7 business days, I call that BS
Anyone else experienced the same thing recently? Or is it always like that?
ctbear said:
I had to send a broken Nexus One for repair, and they received my phone on June 22nd
On 23rd I received the quote for the cost of repair, and I paid it right away
But since then I have not received anything or any update from them. I have been calling customer service at least once a day to track the status, but all they can say is they are working on it
I mean come on, it's almost 2 weeks now and I don't even get updated once?
One representative told me the average turnaround time for repair is 5-7 business days, I call that BS
Anyone else experienced the same thing recently? Or is it always like that?
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I sent a Blue Angel to them a couple of years ago and had it back in 4 days i guess it boils down to whats wrong and how much work they have and same as you i was not kept informed so thats still the same
lufc said:
I sent a Blue Angel to them a couple of years ago and had it back in 4 days i guess it boils down to whats wrong and how much work they have and same as you i was not kept informed so thats still the same
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They told me that they need to replace the motherboard and that's it...I'm starting to wonder if anything happened to their system because they said they have been receiving lots of similar calls
I've had nothing but problems with HTC's repair center, I sent in my Kaiser due to several issues. They suggested I send it to them in the original box and needed to give them a credit card so they could charge a fee to diagnose the problem.
Weeks went by and they could not provide a status then one day I get a package delivered with the phone missing the original box and the phone wasn't even packaged for shipping, it was rattling around without even bubble wrap on it.
There wasn't a single note stating what work the performed or if they even charged me. I called and they couldn't tell me anything more than the phone was working within normal guidelines. The D pad was almost falling out the hinges wouldn't keep the phone closed and that was normal.
It's now the 3rd week and I still haven't received my phone
They escalated my case twice but the only thing they can tell me is that the phone is under testing...for the past 2 weeks
What the heck do they need to test for 2 weeks?
I'm going to ask for compensation if it doesn't arrive within this week.
I just got the new desire. The problem i got with the phone is that it discharges electricity and i keep getting zapped by it. So i called up the hotline and was told that i could get a 1 to 1 exchange because it was within 14 days of purchase. So i like a stupid fool brought the phone to the service centre expecting to get it replaced. But that was not the case upon arrival, i was told that it was up to them to decide if they would exchange it. So i had to go back and come again 4 days later as i did not have a spare phone with me. After sending the phone in and waiting for 6 days to get it backthe phone was still giving me problems. So i called up the hotline to find out what was done to the phone. But halfway through the call i had to hang up as i could not stand speaking to that person who could barely speak propper english. I next sent an email to htc. Their reply was that to fix the phone zapping me with electricity was to reflash th ROM. Why the heck would you reflash the ROM for a hardware problem? Now 1 week after getting my phone back i am still trading emails with htc and they can only reply 1 email a day! This is taking forever.
HTC really needs to improve its service centre, helpdesk and email support. This is the last time i am ever getting a htc phone. If you want to see the email conversation between me and htc let me know and i will copy and paste it here.
I don't have a lot of problem with the customer service quality, but I do have lots of problems with the way they communicate between departments
It is now the 20th day since I initiated the repair, and I still don't see the day I would actually get my phone back
I have called the customer service everyday, sometimes multiple times a day, but they have absolutely no way of getting a hold of my phone
Everytime I called, the status of my repair is always "the phone is under final testing". Final test my ass! What the hell are they testing? Some kind of stress test that takes 3 weeks?
They tried to escalate my case but that didn't do sh!t. I tried to contact the repair team directly but guess what they told me, they don't have a phone number!
So what they only do is send email to the repair center about the situation, and I highly doubt they actually check the email at all
I don't know how much I need to wait any longer. What other organization can I contact to help my situation?
Since u got you the google nexus one, have you tried contacting google? Its a long shot but it might work.
I guess you are from the US than if you are not getting **** customer service. I am from asia where english is not the first language of many countries. In singapore where i come from, htc hotline is outsourced to either china or taiwan. You get people who can hardly speak english even if their life depended on it. Mention a few key word and they would reply you like they are reading off a script. Its damn sad that the call centre sucks like this. I never had to deal with the call centre or service center when i was using the touch pro2. Now after this i think i am going to give up on htc and switch to motorola
thongster27 said:
Since u got you the google nexus one, have you tried contacting google? Its a long shot but it might work.
I guess you are from the US than if you are not getting **** customer service. I am from asia where english is not the first language of many countries. In singapore where i come from, htc hotline is outsourced to either china or taiwan. You get people who can hardly speak english even if their life depended on it. Mention a few key word and they would reply you like they are reading off a script. Its damn sad that the call centre sucks like this. I never had to deal with the call centre or service center when i was using the touch pro2. Now after this i think i am going to give up on htc and switch to motorola
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yea I live in the US and the representatives on the line are all Americans...
I did try talking to Google...but unfortunately they are only responsible for the sales, so there is very little they can do about repairs
How much did they charge you for the repair. My girlfriend just drop her Droid Inc and the screen crack. I called there repair service to see how much a new screen would be but there closed
Qbfinest83 said:
How much did they charge you for the repair. My girlfriend just drop her Droid Inc and the screen crack. I called there repair service to see how much a new screen would be but there closed
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I'm not sure about that...my phone's screen seemed to be fine according to their diagnostic
I think a screen replacement is around USD90?
Things are getting even more ridiculous.
I called 2 days ago on Saturday, and to my surprised they told me that it was finally done with all testing stages and was ready to be shipped.
Delighted, I confirmed with them that I should either receive it on Monday or Tuesday.
This morning I called to obtain a tracking number, and guess what...
IT WENT BACK TO TESTING!
This is in no possible way acceptable. It is already the 4th week since I sent it back for repair, AND THEY ARE STILL TESTING IT! They even pulled it back from the package just to test it again!
WTF is wrong with them? Are they on crack or something? Do they just randomly pick a order, delay the order just to piss the customer off? Because there is absolutely no way to get a hold of them?
Please everyone, I need some advice here.
ctbear said:
Things are getting even more ridiculous.
I called 2 days ago on Saturday, and to my surprised they told me that it was finally done with all testing stages and was ready to be shipped.
Delighted, I confirmed with them that I should either receive it on Monday or Tuesday.
This morning I called to obtain a tracking number, and guess what...
IT WENT BACK TO TESTING!
This is in no possible way acceptable. It is already the 4th week since I sent it back for repair, AND THEY ARE STILL TESTING IT! They even pulled it back from the package just to test it again!
WTF is wrong with them? Are they on crack or something? Do they just randomly pick a order, delay the order just to piss the customer off? Because there is absolutely no way to get a hold of them?
Please everyone, I need some advice here.
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What i did was to go to htc website look for the feedback and ***** about them. After more than a week of trading email they are finally going to send someone to pick up my phone and deliver a loan phone to me. Not sure how this is going to workout this time.
My first post!!!!!!
I upgraded to the Sensation from the Mytouch 4G (I got lucky and got a FULL upgrade after only 5 months!!!!)(After 11 years with Voicestream/Tmobile I finally got something!!).... anyway as soon as I turned it on there were problems. It was not smooth at all and very jerky and unresponsive. Would not switch from WiFi to cell network (had to force it). So...I did my first reset (soft). Still not very responsive....second reset (hard). Still not responsive and jerky. Replaced SD card.....and BAM it works.
Then comes the next day.... won't switch to cell network without asking it nicely. Then again unresponsive and very slow. GPS not working, won't lock on anything. So another hard reset. BAM...working???
Then tried to make a call....press the #3 button, and nothing, nothing for 5 seconds later... it finally acknowledges I pressed the #3.
Call AmazonWireless and overnight a replacement.....
The funny part is I ordered 2 Sensations..One for me and one for the wife. Hers gets delivered overnight, mine 2 days. Her works freaking' AWESOME!!! Mine is a BIG LEMON!!!
2 BIG issues with this phone. First.. the death grip is not even a grip. Just place one finger along the back top edge and WiFi dies. I have issues watching youtube without killing WiFi. Second, no bluetooth voice dial. Known issue should be fixed in an upcoming release.
Amazon gave you a full upgrade after 5 mos on a 2-yr contract? How did you get past the upgrade qualification checker? Did TMO somehow give Amazon a pass?
Amazon did it right by overnighting a replacement. My phone died completely and TMO is making me send them the phone, and once they receive it I have to call them to request a new one. Will take over a week to get the replacement. Not good service.
That sucks to hear. Any phone can be a lemon from any manufacturer. I hope your 2nd device behaves the way mine does, if so you'll love it.
This upgrade is kinda a funny story. I have 3 lines and called Tmobile to ask about an upgrade for my third line (my son). Rep said it did not qualify for an upgrade yet...... but your other 2 lines do qualify!!! My first thought was must be a mistake...so I said Thanks and hung up.
I jumped online and logged into my account and hit the upgrade button...sure enough it showed a FULL upgrade.
I went to AmazonWireless and went thru the process and it also said I qualified. I immediately ordered 2 HTC Sensations....I didn't even have to think, I knew I had to get the Sensation. Great phone and even better reviews!!
HTC Customer said:
This upgrade is kinda a funny story. I have 3 lines and called Tmobile to ask about an upgrade for my third line (my son). Rep said it did not qualify for an upgrade yet...... but your other 2 lines do qualify!!! My first thought was must be a mistake...so I said Thanks and hung up.
I jumped online and logged into my account and hit the upgrade button...sure enough it showed a FULL upgrade.
I went to AmazonWireless and went thru the process and it also said I qualified. I immediately ordered 2 HTC Sensations....I didn't even have to think, I knew I had to get the Sensation. Great phone and even better reviews!!
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Ok, I was just curious. It's good to be lucky.
sorry to hear i just switched mine with same issues got one made after june works perfect im so happy now!
man Im lucky, not problem one. Yet... Only 2 days of use though.
I always want to know how are HTC's service in other country.
As a Taiwanese I know service in my country is very important for
any minor or major company to be able to survive in Taiwanese market.
Few days ago I have drop my HTC onto the floor and the screen was damage (Still
working but there were black dot on the screen) and I have phone HTC and they
arrange someone to pick it up from me and that same day in the afternoon the
Service center phone me and told me the screen was damage due to dropping the
phone onto the floor (At this point I was thinking them going to charge me for
replacing the screen and I was ready to accept any fees which them offer me)
and once them have explain the problem them told me the phone will be fix and
delivery to me the next day and I should expect the phone to arrive before afternoon. I was wondering when will them told me about the price for fixing the screen and they seems like not bother mentioned it so I ask the caller. Their respond was it's ok, we not going to charge you anything as long as you are happy about our product and service and that is the most important part. After I hang up the phone I still not sure is this true or not.
At that moment after the phone arrive. I believe what the repair center told me and kept on thinking of all those year living in South Africa. Never have any company who act so fast and fix the problem so quick with out charging you anything.
So I just want to know how many people also find their service good and how many people think it's rubbish and also from which country as well.
i had to wait for my device for 4 weeks, also a screen replacement...hmm
The camera on my Desire died so I ended up having to send it to HTC.
I had it back within 2 weeks, which was pretty fast I thought.
Had the dreaded random reboot on my Desire. Sent it to the repair centre in UK. Returned within 7 days with a new Mobo. Excellent service.
Much faster to do yourself easy replacement.
denatwork said:
i had to wait for my device for 4 weeks, also a screen replacement...hmm
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i had my device for screen replacement done by 2 week in Singapore..
I'm wondering something.
I RMA'd my dock last thursday. I sent it via USPS priority. They told me that it would arrive by Monday.
I've checked the online form from Asus where you put in your RMA number and it just keeps saying that the unit hasn't been receieved.
Has anyone had experience with this system? Is it typical that it's not accurate?
I had the same here in the UK so i emailed asus and they assured me it was just the site being slow to update. Then I checked the next day and it had changed to ready to be shipped. If you're worried about it, it could be worth a quick email to allay any fears.
thanks,
I thought as much.
While I was waiting I checked my USPS delivery confirmation and it was actually delivered Monday (2 days ago) so the site is pretty worthless as a status updater
Amazing.
I just called ASUS and asked them what the status was....they checked and said it wasn't received yet! (Do they use the same tool that I do to check??)
So he asked me for my tracking number; I gave it to him....he said that he'd check with the post office!! Lol....
I told him that there was no need; the delivery confirmation said that it HAD been delivered Monday...I was just wondering if he had any ADDITIONAL info that I couldn't get....
he said "...well I'd advise you to check back between 24 and 48 hours to see if possibly it's been entered into the system yet..."
That was no help at all....
Webpage worked 2/3rds of the time
The first time I sent my tablet in (bad power switch) I set the RMA up via e-mail. The RMA status started updating the day after the unit was received. I had to send the tablet back after repair because the WiFi wasn't working when I received it. In that case I had called and the RMA was setup over the phone. The RMA status webpage never recognzied my RMA number; however, when I called the person I talked to was able to give me the status of the unit.
I sent my B4 dock in for RMA Saturday and it was received yesterday. The RMA status today showed it was being repaired.
Henry
Hmmm....I hope this isn't a bad sign then, that mine is not updating. Both of mine were phone setups and the guy on the phone was clueless...
If it comes back in a reasonable amount of time..and with no corner crushing dings....I'll be happy.
I sent my dock in for repair, and the web site was pretty accurate. Tracking shows they got it two days after sending, next day the web site showed they had received and it was being repaired. Next day got an email saying it had been shipped, had it 2 days later. Not bad sent it in for repairs and have it back a week later.
I was shipping to the US, Texas facility.
Interesting.
After being on the phone again with an ASUS tech and asking him to elevate my complaint (that the website shows they didn't have my unit when clearly they did) magically the status now is: repairing.
I hope that my TF itself goes as smooth...
It was delivered this morning but the web site still says "no unit received" or whatever it was.
Hmmm...
Now that I've escalated this issue....both unit; dock and TF show "repairing"....
it's sad that I had to make a phone call and do that to just get a simple status on my repair.
Now I only hope that they come back to me unscathed....