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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.
Hi guys,
I just bought a captivate from a authorized ATT dealer, it is a refurbished and I have always been lucky with refurbished products so I did not think twice about getting it. However I won't have a warranty on it, so I am starting to reconsider, thinking that if I have one that randomly shutdown, I will be stuck with a faulty phone and will lose my money since apparently nothing really fixes the problem completely.
So, I have the option to return the phone within 7 days, should I just forget about this phone and just send it right when I get it and just pick another phone. If I had a year to try it, I would keep it, but 7 days... I just don't know what to do, any advice?
Did you already try using setCPU to up the minimum frequency to 200Mhz? Worked for me and many others!
wuddersup said:
Did you already try using setCPU to up the minimum frequency to 200Mhz? Worked for me and many others!
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No, I am supposed to receive the phone on Tuesday, but I am asking in advance because I only have 7 days to return it and for what I read on the board the problem might not show up right away. If there was a fix that unanimously worked I had no issue keeping the phone but it seems like a lot of fixes only work for a minority. Am I wrong and I missed the fix that is believed to work for most?
Why would you accept a faulty phone when you know for the same price, you could have gotten a phone w/o fault.
Refurbs are warranted for 90 days.
wuddersup said:
Did you already try using setCPU to up the minimum frequency to 200Mhz? Worked for me and many others!
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Confused on how changing the cpu frequency could prevent showdowns since the problem is faulty ram
Sent from my SAMSUNG-SGH-I897 using XDA App
Like miami said. U should have 90 day warranty on a refurb.
Sent from my SAMSUNG-SGH-I897 using XDA App
I just recieved a refurb on warranty because my "New" Captivated had the dreaded shutdown issue. I tried SetCPU on it but to no avail. Funny thing is it didn't start happening until after the Froyo upgrade... darn closet gremlins. The refurb is an older build date than the one I purchased new and so far so good. I'd imagine that since it is a factory refurb it is up to par in specs since they recognized and addressed the shutdown issue. I wouldn't sweat it.
Well, it is a ebay purchase so the return policy is just what the seller is saying. So how would I get 90 days warranty?
Is it now sure it is a faulty ram? Would newer phone not have the problem then?
im not sure, you are going to have to look it up,
but the shut down issue only affects the older build numbers i believe.
i think... never had the issue so havent specifically read up on it.. just what i think i remember in reading though thousands of posts....
not sure what the build number was....
My build number and imei is in the range of the shutdown issue. It is a refurb from a insurance claim, so maybe that's why I don't have a shutdown problem.
Sent from my GT-I9000 using XDA App
Just my opinion!
I wouldn't even think or touching a refurb captivate from an ebay reseller unless the cost was so low that the risk was worth taking, for a couple of reasons.
I once bought a treo refurb on ebay. The first one would not receive phone calls so it had to go back. The second one worked fine initially, but the phone failed down the line several months later. I wound up using it as a pda and having another phone. Had no recourse because I got it cheap.
My Captivate, purchased from AT&T in August, developed the random shutdown problem. The first random shutdown was sometime in late November. Fortunately, since it was under AT&T Warranty, I got a replacement earlier this year that has been solid so far. But given the history of the Captivate, not only with random shutdowns, but GPS, etc., I wouldn't put any serious money into one without a warranty.
Edit: here's the info about imei numbers - http://forum.xda-developers.com/showpost.php?p=10037509&postcount=24
oh crap... i think this happened to me last night while i was on the phone....
rebooted straight to rom loading screen, no i896 or kernel boot screen...
is that how it behaves? or is that something new?
creepyncrawly said:
Just my opinion!
I wouldn't even think or touching a refurb captivate from an ebay reseller unless the cost was so low that the risk was worth taking, for a couple of reasons.
I once bought a treo refurb on ebay. The first one would not receive phone calls so it had to go back. The second one worked fine initially, but the phone failed down the line several months later. I wound up using it as a pda and having another phone. Had no recourse because I got it cheap.
My Captivate, purchased from AT&T in August, developed the random shutdown problem. The first random shutdown was sometime in late November. Fortunately, since it was under AT&T Warranty, I got a replacement earlier this year that has been solid so far. But given the history of the Captivate, not only with random shutdowns, but GPS, etc., I wouldn't put any serious money into one without a warranty.
Edit: here's the info about imei numbers - http://forum.xda-developers.com/showpost.php?p=10037509&postcount=24
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I have had refurbished products that worked great in the past, so this is not what really concerns me. But I guess overall people seem to be satisfied with the captivate that I was willing to give it a try, even with the gps problem. At first I thought it was on the first batch of captivates so I though I was fine, but I keep hearing people having a phone bought in Jan 2011 with the problem, so I am a bit anxious.
I paid $240. It is supposed to be manufactured refurbished, so I though it was a good deal considering even used captivates were going way over 300 on ebay. But maybe I just return it without opening it after all.
That too bad because the captivate is the phone that fitted most my needs with a decent price range.
TRusselo said:
oh crap... i think this happened to me last night while i was on the phone....
rebooted straight to rom loading screen, no i896 or kernel boot screen...
is that how it behaves? or is that something new?
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I'm not sure. Did your phone come directly from Rodgers? Are they known to have the random shutdown issue? I guess you need to find that out first.
My first phone only shut down when it was on idle, never when I was using it, and only once when it was on the charger. As far as rebooting after the shutdown, it behaved differently on different occassions, but it didn't reboot spontaneously. I would pick it up to use it, and it would be off. I would have to long press the start button to reboot.
caribbean_spur said:
I have had refurbished products that worked great in the past, so this is not what really concerns me. But I guess overall people seem to be satisfied with the captivate that I was willing to give it a try, even with the gps problem. At first I thought it was on the first batch of captivates so I though I was fine, but I keep hearing people having a phone bought in Jan 2011 with the problem, so I am a bit anxious.
I paid $240. It is supposed to be manufactured refurbished, so I though it was a good deal considering even used captivates were going way over 300 on ebay. But maybe I just return it without opening it after all.
That too bad because the captivate is the phone that fitted most my needs with a decent price range.
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I'm guessing you don't plan to use the phone on AT&T, and maybe are not in USA? You might look into seeing if you would have warranty coverage directly from Samsung. In my life, $240 would be a bit much to pay if something goes wrong and you have no recourse. I paid around $200.00 directly from AT&T with 2 year commitment on my existing plan.
The random shutdown issue is well know to both AT&T and Samsung, and phones manufactured since about December seem to have good GPS as well as not have the random shutdown issue.
creepyncrawly said:
The random shutdown issue is well know to both AT&T and Samsung, and phones manufactured since about December seem to have good GPS as well as not have the random shutdown issue.
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I am trying to figure out if I have some kind of warranty through Samsung. Also, if what you are saying is correct about phones made after Dec, I will wait to see when the phone was made to decide it's fate. Do you have an idea how I can know when the phone was made?
By the way, thanks for your inputs!
Well according to the samsung website, warranty is only for original purchaser. Now I have no idea how that works for att authorized dealer on ebay.
I have insurance through "T-Mobile" and I have had to claim about 6 times throughout 3-4 years... sometimes near the end of a devices life span when they no longer have that decide they will offer a sideways replacement. I'm going to call today and initiate a claim due to my phone having a few problems not due to root.
My question is
Has anyone been through this process recently - and if so did they give you an option for another phone? Was it your only option?
Thanks guys regardless I will let you all know what happened after I get off the phone with them this afternoon.
I heard they kept a buttload of the last original issues just for replacements. That's what I got back in August. I hope you get lucky too. They didn't even mention anything other than "It''ll be there in 3 days sir".
I been having problems with my Note 3 not seeing the charger for the last 3 months, Give me a statement that it is slow charging and need to plug in the original charger that came with the phone which is what is plugged in to it. I took it in about 3 months later to get the phone replaced with a recirtifted Note 3 even mine is only less then 8 months old. I put up with it that long because of the a hassle dealing with the sales people and spending hours on hours having try to make a silk purse out of a pigs ear. So I bought another charger a month later of dealing with the slow charging, that was 39.99 wasted, did not solve the issue. them my usb 3.0 went out on it. I took it in for a number of reasons, over the last month it would not connect to any WiFi at all secured or open. always failed to find IP Address. even using a WPS and pass number. So after 30 minutes of waiting around to be helped. I was starting to get help, i explain about the charging issue that was looked at by the same sales person who looked at it the first time. Then I explained about the WIFI issue and that it would drop and would use 4 GIGS of data in a couple of hours and I never use my phone at work except to listen to books from my SD card over my Bluetooth head set. they even verified it on the computers of the unexplainable use of Data when my WiFi drops. Then some young around 20 year old acting manager started messing with my phone and came across Trusted Certificates for the internet to use to allow web sites to display pages. Let me make this clear I have never rooted my phone ever, not has my Knox ever been tripped. He started making accusation that I rooted my phone and voided my warranty on it and that if they were going to send out replacement it would be 370 for the replacement. Told him that its never been rooted. he pointed to the Certificates and some of them make reference to the word root. In front of the whole store he basically said I was a lair. Lucky he never said it in those exact words of someone would have a dental issue. Again I told him that its never been tampered with and its still how it was when I got it. He said these words don't lie. He never Checked the Knox on the phone and I was so embarrassed that I told him stick his head where the sun don't shine. I have never been treated like a thief before or told that I'm a Liar. He had me wound up beyond tight. After a about 4 hours of cooling off. I booted my phone up and the A- Hole did something to trip my Knox counter and now shows 0X1 on it and before he started messing with it it never had that... What the hell am I suppose to do now. If I could get the phone to charge and WiFi to work I would root it now since he screwed my over in more ways then one.
XDA Visitor said:
I been having problems with my Note 3 not seeing the charger for the last 3 months, Give me a statement that it is slow charging and need to plug in the original charger that came with the phone which is what is plugged in to it. I took it in about 3 months later to get the phone replaced with a recirtifted Note 3 even mine is only less then 8 months old. I put up with it that long because of the a hassle dealing with the sales people and spending hours on hours having try to make a silk purse out of a pigs ear. So I bought another charger a month later of dealing with the slow charging, that was 39.99 wasted, did not solve the issue. them my usb 3.0 went out on it. I took it in for a number of reasons, over the last month it would not connect to any WiFi at all secured or open. always failed to find IP Address. even using a WPS and pass number. So after 30 minutes of waiting around to be helped. I was starting to get help, i explain about the charging issue that was looked at by the same sales person who looked at it the first time. Then I explained about the WIFI issue and that it would drop and would use 4 GIGS of data in a couple of hours and I never use my phone at work except to listen to books from my SD card over my Bluetooth head set. they even verified it on the computers of the unexplainable use of Data when my WiFi drops. Then some young around 20 year old acting manager started messing with my phone and came across Trusted Certificates for the internet to use to allow web sites to display pages. Let me make this clear I have never rooted my phone ever, not has my Knox ever been tripped. He started making accusation that I rooted my phone and voided my warranty on it and that if they were going to send out replacement it would be 370 for the replacement. Told him that its never been rooted. he pointed to the Certificates and some of them make reference to the word root. In front of the whole store he basically said I was a lair. Lucky he never said it in those exact words of someone would have a dental issue. Again I told him that its never been tampered with and its still how it was when I got it. He said these words don't lie. He never Checked the Knox on the phone and I was so embarrassed that I told him stick his head where the sun don't shine. I have never been treated like a thief before or told that I'm a Liar. He had me wound up beyond tight. After a about 4 hours of cooling off. I booted my phone up and the A- Hole did something to trip my Knox counter and now shows 0X1 on it and before he started messing with it it never had that... What the hell am I suppose to do now. If I could get the phone to charge and WiFi to work I would root it now since he screwed my over in more ways then one.
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Wow... this is a doozy. Let me make a few points:
Obviously he doesn't know what he was talking about with root certificates, this is a root certificate on the internet and doesn't have anything to do with phone rooting.
Do you think he has the knowledge to tamper with Knox if he doesn't know what root on a phone is? Was the phone out of your sight? Why do you think he did this?
If you hate this Verizon store, why do you keep going back to it? Go to another Verizon store.
If you have legitimate beef with the manager (that term is used loosely, they call many employees 'managers' so that they have more authority in the store to customers) - then talk to someone at Verizon corporate about it. The "store" you visited likely isn't a Verizon store, but a phone reseller that is a "Verizon authorized reseller".
Regarding your phone... take it up the chain of command, file a small-claims lawsuit if you think you can win it (I doubt you can)
Next time, don't buy Samsung / Verizon if you are unhappy with them
Sorry for your troubles...
So yesterday my V10 (not-rooted) randomly froze and started boot looping. I tried the freezer trick where you put the phone in the freezer for an hour or two to get most of my data off the phone but i could never get it to stay on long enough to get all my apps backed up. Nonetheless, I contacted Att and asked if i could possibly get a new model. Initially the agent said no, but then said she could offer me an LG G5 or a LG G Flex 2. I was really surprised. But to be honest both of those devices are nothing compared to the v10's video features, the main reason i got this phone. So I asked if I could possibly try the phone for a couple days before keeping it. And guess what, she said yes, I can try it for 14 days. I was pretty happy with Att customer service and can't wait to try the G5 although I will definitely be returning it in 14 days because the G5 is in no way better than the V10 in my opinion.
Just wanted to share my experience in case anyone else has their V10 stop working in the future.
Are you on a contract plan or something else? Some words of caution: check your bill for extra charges, upgrade fees, etc. Confirm they did not tack on a 2 year contract or add you to the NEXT plan. If you decide to not keep the phone, make sure you are not charged a restocking fee.
SuhasTheBest said:
So yesterday my V10 (not-rooted) randomly froze and started boot looping. I tried the freezer trick where you put the phone in the freezer for an hour or two to get most of my data off the phone but i could never get it to stay on long enough to get all my apps backed up. Nonetheless, I contacted Att and asked if i could possibly get a new model. Initially the agent said no, but then said she could offer me an LG G5 or a LG G Flex 2. I was really surprised. But to be honest both of those devices are nothing compared to the v10's video features, the main reason i got this phone. So I asked if I could possibly try the phone for a couple days before keeping it. And guess what, she said yes, I can try it for 14 days. I was pretty happy with Att customer service and can't wait to try the G5 although I will definitely be returning it in 14 days because the G5 is in no way better than the V10 in my opinion.
Just wanted to share my experience in case anyone else has their V10 stop working in the future.
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Same...after 2 replacement V10s...first one bootlooped within a week, the second had network connectivity issues. I'm so sad. The G5 is def not as good as the V10 but it isn't as bad as I thought it would be and the gold is a plus. I would get the V20 if I already wasn't in a next plan from the V10. Btw the G5 doesn't affect my next plan. Same payments and same amount still due.
P.S. the first G5 AT&T sent had wifi problems. It wouldn't stay on. And when it finally gave up on trying to turn it on and off on it's own, it just shut off and restarted. If I manually turned the WiFi off then it didn't toggle by itself, it stayed off and didn't cause the phone to restart. Weird. The second one is working fine though. Thought that was weird as I haven't found anyone else with that problem.