I just wanted to give kudos to Nvidia's Support and RMA departments. I got my Shield right after it came out and for what ever reason never registered it. Last Friday morning I turned on my Shield and the touch screen would not respond so I rebooted. Upon reboot the back light did not work so I could not really see the screen. I contacted support and they had me register my device. Friday afternoon they sent me an email to fill out my information. I did not reply to the email until Monday morning. I got an email by afternoon stating a refurbished device had been shipped via Fedex ground and to return my device once it arrived. The refurbished arrived a few minutes ago and works well. I have packed my old one up to ship out. I have not had customer service like that in a long time. I did not have to speak to 10 different people and it was done via online chat and email. I hope anyone else who has an issue gets the same service I got.
Yup, did the same here. Another reason to love Nvidia!
Related
Has anyone received their order from htcdirect? If so did you get any notification of shipment? My order appears to be stuck on "processing".
I think Inkino and HTC Direct are the same company.
I know Inkino received their Touch Pros today so you should receive it soon.
Both had stock yesturday. Mine was preordered and the statuschanged to processing late thisafternon. Wondered if they sent out a notification when it was shipped - not sure whether to take tomorrow off as the local sorting office is a pain here.
ardsar said:
Both had stock yesturday. Mine was preordered and the statuschanged to processing late thisafternon. Wondered if they sent out a notification when it was shipped - not sure whether to take tomorrow off as the local sorting office is a pain here.
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I can assure you Inkino had no stock until today at around 15.00/15.30 GMT.
Their store in Tottenham Court Road had stock this morning - but only 5 units, apparently.
Not sure who they went to, but I got one of the "second batch" when they arrived this afternoon at about 4pm. I could see two more units behind the counter when I left...
so.... an order that states pending means i should not waste a day off tomorrow? Can anyone that has received a pre order from htcdirect confirm whether they had an email stating dispatched ?
Payment was taken at 4pm today
I too have an outstanding order changed to 'Processing' today, which I hope to receive tomorrow.
Can I assume as this thread has gone quiet that all have received their units?
Thanks
Received Yesturday.
Thanks,
Got mine today .
Spoke with them and suggested they keep their customers better informed.
Not to resurrect a dead thread but my Raphael was ordered with them today (tue):
I originally ordered with mobilefun.co.uk but my bank decided (after assuring me it wouldnt happen) to not authorize my card, finally got through and sorted it with the bank and called mobilefun back. By the time I had sorted it out they had gone out of stock LOL!! cancelled it.
Went on HTCDirect and ordered it from them, called them up to just make sure it had gone through ok...they didnt know yet so took my mobile number and called me back around 10 minutes later assuring me it had gone through ok and should be with me tomorrow (wed).
The tracking system is a bit weird since you would think it was still being processed at thier end and that the device hasnt been despatched/shipped??
I will wait until i receive it to believe this next statement but.... Im sure it is on the way since they seemed real helpful over the phone. An email and status change to acknowledge it has shipped would be good though.
From experience, if they have told you they have sent it, then they have. Their tracking system seems to be a bit behind - my order was still saying "processing" on the day that i received it. All in all, the guys there were very helpful, so you have nothing to worry about. Enjoy your device tomorrow.......
Has anyone had this happen to them when ordering from Fommy.com? I placed an order for a case they said would ship on 1/18/2010. On 1/22/2010 I checked their site for my order and they changed the ship date to 2/1/2010 without notification. I contacted them and they apologized and said it WOULD ship on 2/1/2010 and that they would expedite shipping. I just checked again yesterday and they now changed it to 2/8/2010, again with no notification. I understand that they may no have much control over their suppliers but at least communicate changes to their customers. Agree?
+1 I had ordered a screen protector thinking they had them in stock. I was wrong. I had placed an order the day the N1 was released...Jan 5. Then I check the status a week later and I didn't see a change in status so I email them. No response so I live chat on their site. They apologized for the delay and said they were going to get them in stock THAT DAY (don't remember which day). So I said fine, let the order stand.
Now Feb rolls in. I have been busy at work so it wasn't a big deal really....I email them on Feb 2 and get NO response. Then on Feb 4 I live chat with a rep again and they apologized again and said they do not have an eta on my order. So I request that they simply cancel the order. The rep then asked if I could wait a few more days. I said why? You do not have a definite eta, why should I wait? I asked them directly, if there was a problem cancelling my order and they finally said no.
Let me tell ya, its worse than cancelling AOL LOL....
FOMMY.COM. Bad online retailer. No status updates on your orders unless you inquire via live chat. No response to emails.
I third this. I oredered some stuff from fommy.co.uk (their UK branch). They like to play around with the delivery dates, literally shifting it back and forth. After the stuff arrived I had to return some stuff. Their customer support is almost none existant, I've sent my stuff back to them for over a week and I've yet to hear back from them. Even the postal tracking confirms delivery and they've yet to get in touch with me.
Avoid like the plague.
+1 still haven't gotten my case.
You get what you pay for I guess
charkosh said:
+1 still haven't gotten my case.
You get what you pay for I guess
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No really. In your case you got NOTHING for what you paid for (the case you ordered hasn't arrived yet).
So here is my story
I purchased an HTC touch pro 2 last year, i bought it before it hit the US markets so i paid a load of money for it. No problem, i love the phones, and i Paid like $700 for the Touch HD when it dropped in England but the lack of the keyboard ended with me selling it.
So i get this phone from a guy that says its direct from HTC its in an exclusive white box blah blah blah right.
Get the phone and all is well, new roms are dropping and i have WM 6.1 on my phone (weak!) so being that i have a MAC computer i cannot do anything to update the phone with out buying a load of software and putting XP on my computer (nope!).
So i go to the HTC website and the update is there and it asks for the serial number, well i put it in and it wont recognize it, hmmm. So long story intro short, i mail it to HTC for an upgrade and maybe check out the loose hinge on the tilting screen.
They receive my phone, and my phone sits on the shelf at the warehouse for 5 DAYS!!!
I call and every time i get the same story, "well mr miller we will escalate this so that it gets taken care of right away sir." I called 3 times and it was never touched. Finally on the 3rd time they tell me, well this is a sample phone, one we gave to employees before it hit the market, so there is no warranty, and we cannot upgrade it, and where did YOU get this phone. Ummm i paid for it, out in the open on Ebay, not out of the trunk of some guys car outside the pool hall.
Anyway they wont fix it, i have no warranty and thats that, ok fine whatever give my phone back, this was on Monday (April 5th) of this week. So the phone is to be sent back to me per HTC on Monday.
Call on Tuesday to get the tracking number so i can see when it will arrive because i am out a lot, and they say it is still in the warehouse.
I call back on Wednesday to get the tracking number so that i can see when it will arrive because i am out a lot, and they say it is STILL in the warehouse.
I call back on Thursday to get the tracking number so i can see when it will arrive...... etc etc.
The rep then tells me there are no notes in the system and it has not even been started for ship out.
But she is going to escalate it so that it gets sent out ASAP Mr. Miller.
Lord not this escalate crap again.
OK BYE!
I call today Friday to get the tracking number, and its the supervisor i spoke with days ago that knows AAAAALL about my case.
Well Mr. Miller the phone is still sitting on the shelf in our warehouse/
WTF for a week+?!?!
It had been determined last WEEK that they were not going to repair it and were going to send it back.
So my phone has been held hostage by HTC and they wont send it back, no one will do anything to get me over to someone in the warehouse, they act as if its Area 57 or something and they dont have phones there.
So needless to say am very VERY disappointed in the treatment I have received and it is very likely that I will not purchase another HTC phone again after this nightmare.
Shame because i enjoy the phones, but i refuse to give my money to support a company that treats its clients in such a manner.
FYI
Sounds more like a local warehouse/repairshop type of service, not HTC. Imo.
TheDeadCpu said:
Sounds more like a local warehouse/repairshop type of service, not HTC. Imo.
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Nope, it was HTC America. I had to send it to them directly.
Weird. If this was in Norway i would just say "Hmmm.. I got this number to this newspaper" and they would give me a new free phone. Their so scared of bad PR here.
If you think HTC CS is the worst, then you haven't dealt with E-ten's..
Their RMA is actually a nightmare, they can loose a device for months, and return it "repaired" what actually means: dirty and parts still loose..
But nevertheless, good luck, hopefully the device will find it's way back to you.
EqX
When I got newton rings on my first Blackstone, I sent it off to HTC, or rather I dropped it off to them as I live in the same town.
I waited the week they said it would take, heard nothing, gave them an extra day and called, they said they'd call me back.
I called them after hearing nothing for a couple more days (I was busy at work so didn't have time to call every day).
Was informed they are waiting on my agreement to pay them a bucket load of cash to fix a warranty issue that they should fix for free.
So I had to go to a website to say that I wanted my phone back, and phone them to say I would be coming in to collect it so would not pay for postage.
Had I not known about the website and just waited, they would have disposed of my phone.
Unfortunately the customer support desk and the repair centre do not speak to each other, so when I arranged with CS that I'd be in the next Friday to pick up my phone at 1pm, they said it would be there, when in actual fact the repair centre had no idea I was coming so I had to wait around for them to find my phone and return it.
I then handed it to carphone warehouse who I'd bought it from to repair, they passed it to HTC for a warranty repair, HTC sent it back after a couple of weeks saying "No missing pixels found" even though it was sent to them to have the screen repaired due to newton rings and no mention of pixels.
Carphonewarehouse appologised and said they would send it off again, but by then I was so fed up about not having the phone for over a month, and expected HTC to refuse to repair it for CPW that I took CPW up on their offer to claim on insurance. £28 and a day later I had a brand new Blackstone.
Great products, crappy service.
AGREED, "great products, crappy service." I too had the Blackstone before i got my tp2
So here's my experience with the Motorola warranty procedure. I was very impressed at how quick the experience went so I thought I'd share, in hopes of making it a little easier for anyone who needs to do this.
I bricked my Xoom doing stupid things with USB mass storage. For real for real brick. Just a word of warning, if your PC asks if you want to format something when you plug your Xoom in, you should just say no.
So, I tried to use the automated Motorola support page for the Xoom which turned out to be a nightmare. It kind of kept looping around and never gave me any clear instructions or end. So, I went to the support chat page (motorola-global-portal.custhelp.com/app/chat/chat_launch/), and said "Hi, my xoom is broken, will not turn on at all, and I want to send it to you to fix it, please. How do I do that?"
He gave me the option to go through the online stuff to submit a support ticket or to do it for me. I told them their website is broken and I would like him to do it for me. So, he gladly obliged and asked for some basic contact information and the serial number. (it's etched in the metal where the SD card slot is). I got an email saying the support ticket was submitted and a FedEx package the next day.
Inside was a prepaid overnight FedEx bag and a handy box/foam for shipping the xoom. Also, instructions on backing up everything before you ship it. I put my original receipt in the packaging and dropped it off at the nearest FedEx place. When I delivered it to the FedEx office, I asked for the tracking number because, you really never know- but they received it the next day and sent me a number to track the status of the repair online.
They didn't fix it; they sent me a refurbished one in return. It arrived literally two days later. This entire process took 4 days from chat to powering on a working Xoom. So, kudos to you Motorola, for having a warranty and support system that works so quickly!
Should you need to have your Xoom worked on (for anything that ISN'T liquid or software damage-- not covered), I would highly recommend you skip the online do-it-yourself Motorola support stuff, go directly to the chat and ask them to please submit a repair ticket for you. They're super-friendly and work from 9 a.m. to 8 p.m. CDT M-F. They also repair/replace accessories as long as they don't show signs of physical abuse. Hope this helps & thumbs up for customer service!
I can confirm that Motorola is doing a great job replacing faulty units.
About the online chat, this didn't work for me, when I reached first in line status, it just disconnected. Maybe they saw that I'm not in US?
How do you know that you received a refurbished unit?
The service invoice that was shipped back to me had the following line:
Refurb: REP_IW
From that I just assumed that it was refurbished.. I also assume it means replace, in warranty.
It's good to know that they're good about replacing things in other countries, too! Strange about the chat, though.. dunno!
I too had to use their warranty replacement service. I was so impressed by it. Everything was shipped via FedEx overnight. They were very kind and nice over the phone too.
I'm sold on their services. Going to recommend more Moto products from now on.
??
I see many people talk about bricking their wi-fi xoom... how is it that Moto just replaces them when sent in? I thought unlocking voids warranty?
From razer website to Texas, so no carrier involved.
This rma is for an issue I haven't seen here yet. The vibration device doesn't vibrate, it rattles loudly like a snakes tail. Defeats the purpose of "silent" vibration notifications at the office.
I should say I contacted support Friday to discuss the issue. They agreed to replace and start the process. Saturday I receive an email requesting order details to provide PRIOR to obtaining an rma for returning. I could have given them all this in Friday's chat season. In fact, since I ordered from razer direct they already have it. Starting to look like "mail in rebate" hurdles.
It's the first out of the box phone failure/issue I have ever had that required replacement. If you are on the fence about this phone you should pass.
It's a known issue.. I ordered the gold edition and it was perfect for a little while and it seems to get worse the more I use it. I don't really pay much attention to it anymore.. but I've got a S9+ sitting next to me which is the best Galaxy phone I've used ever..so I may just be returning my Razer. I love the phone, but I've had to use my Galaxy for call details (it's broke right now on Razer) and my cantacts are all jacked up for some reason so I think it's another bug on Razers end. I could put it down for awhile until they update, but then I've got a $650 phone just doing nothing on my desk. With the Razer 2 being announced a little later this year and pixel 3 coming out.. this phone doesn't seem worth the headache anymore.
Update: Be aware that the Razer return policy is essentially no returns. They give you 14 days from purchase date to request full refund.
Considering it takes 3-4 days from order to receipt, you're down to 10 days.
I used it 2 days before giving up and contacting customer service. It took me 3 days to get an rma.
Their prepaid shipping (I shipped very next day) burns another 3 days. I monitored fedex delivery and contacted support the day it showed delivered.
It took 2 days for them to respond. When they did I said I reconsidered and would like a full refund. I was told "sorry, your 14 days are up". First I've heard of that limitation.
Obviously their entire process is configured to run out the clock.
papashex said:
Update: Be aware that the Razer return policy is essentially no returns. They give you 14 days from purchase date to request full refund.
Considering it takes 3-4 days from order to receipt, you're down to 10 days.
I used it 2 days before giving up and contacting customer service. It took me 3 days to get an rma.
Their prepaid shipping (I shipped very next day) burns another 3 days. I monitored fedex delivery and contacted support the day it showed delivered.
It took 2 days for them to respond. When they did I said I reconsidered and would like a full refund. I was told "sorry, your 14 days are up". First I've heard of that limitation.
Obviously their entire process is configured to run out the clock.
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It's 14 days from purchase to start the RMA process not to get the faulty device to them. Since Nov, I've changed 3 Razer Phones due to Android bugs (not hardware issues), replacements that they offered to exchange for the faulty ones - not something I requested specifically - wanted to inform the about those specific issues. The last one (2nd Razer Phone) I send on the May 4th and today I received it back (the 3rd brand new one). Their CC is blazing fast and without any hassle (at least on EU).
I know I can rma for more flakey replacements numerous times.
My last post was to inform that the return for refund policy may as well not exist as they start the 14 day clock from purchase date, no matter how long you wait for arrival. Then further hoops you must jump through effectively eliminate your refund window.
Why should anyone be content returning a device 2-3 times until you get one that is acceptable? In 30 plus years of cell phone use I've never had a hardware failure out of the box until razer.
I'm just supporting my opinion to avoid razer with the facts of my case. If you're happy with your situation that's cool. I'm not cool with mine, and am just sharing my experience with the community.
Thanks.
any one notice min has went strangely quiet about the Razer phone these days, we still can't choose where the phone saves pictures, adaptable storage don't work under Oreo, build quality is mediocre I think we were sold a lemon all the promise of fixes and rapid updates have vanished
Sent from my SM-G960F using Tapatalk
The phone was a major disappointment.
Ditched it for a Mi Mix 2 and love it. Better camera, better build quality and materials. Actual custom ROMs to install too..