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HTA America cannot fix Touch Cruise

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.

ATT Fuze Behaved Badly, Getting Replacement

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.

Chrage replacement question

Like many others me and my wife are swapping out our fascinate for the charge due to not receiving all calls. Everybody that has received a "kit" did that only include batt, batt cover, and charger? While the phone comes in its own box? thats what customer care said. thats why im getting phones today but the "kit" comes monday. Does this sound right to you? i had a lot of issues ordering this phone. things where order then cancelled then ordered again. Im so aggro with verizon atm. Can anybody confirm or deny what comes in the "kit". I was supposed to reject the phones that are coming today org but then i was told today when i called them to take the phones and wait for the kit on monday. Ive been told different stuff by different reps. Just wondering how things got shipped to everybody else. Thanks

I got everything brand new in box except for the 4G sim card (looked brand new anyway)
tapatalked from my VZ Droid Charge

Mine came in a box, if you look at the IMEI on the box, it starts with CLNR (certified like new refurbished). But when I opened the box, everything was wrapped in unopened plastics.

anoninja118 said:
I got everything brand new in box except for the 4G sim card (looked brand new anyway)
tapatalked from my VZ Droid Charge
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I got mine all in one except the sim card (which is standard I believe). My mine also does not have the CLN or whatever at the beginning of the number so I am going with mine was new

piizzadude said:
I got mine all in one except the sim card (which is standard I believe). My mine also does not have the CLN or whatever at the beginning of the number so I am going with mine was new
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just checked and mine had CLNR.. also had a sticker that said "S.W. EE4", they're keeping track of what baseband it ships with now?
tapatalked from my VZ Droid Charge

so y'all received the "kit" which has everything minus sim card right? monday im getting my 'kits" but today i get the phones separate. like i said before they messed up my stuff bad and its been a very aggravating process. Reps ordered things separate then cancelled it. then ordered just phone, then it was suppose to cancelled and send out the "kit".
everybody that received everything in one box minus sim card, I assume you received the kit. Right? If so, then i should reject the "just the phone" package to avoid being charged for it. Then just wait till monday to receive the "kit". Which should have everything. Right?
I called customer service but first lady said no receive it all the second lady said reject the first and wait till monday. I just dont want to end up with 2 extra charges(me and wife), then get billed for them. after the last 2 days. verizon is the last ppl i want to talk to. customer care was very nice and polite but was kinda hard to get a defendant answer that was consistent with all reps.

Got my phone today. Any recommended roots and themes to cheat out of reading?
And what did you odin the fascinate back to for the return flight?

Called customert service, going instore tomorrow or sunday to get my charge shipped out. In the process of reverting to stock on my fassy now

orateam said:
Got my phone today. Any recommended roots and themes to cheat out of reading?
And what did you odin the fascinate back to for the return flight?
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TY for Hijacking my thread while at the same time, not answering the question.

I ordered the Charge Monday and got it Wednesday. It was all in the same box and had the CLNR # on the box. But, it was all in the same box, as if it was new. Had everything but the sim card which I had to get from the store, and they activated the phone.
HOWEVER, the receipt I got when I ordered the phone listed the phone and the kit seperately! I thought I might get 2 boxes too. But I was lucky enough to get it all at once.
Just FYI stuff.....
I'm not sure that in your case, maybe you "are" going to get 2 seperate orders at 2 seperate times. It would be nice of FedEx would let you peek into the box you get today!

Undzis said:
TY for Hijacking my thread while at the same time, not answering the question.
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sorry about that. my situation was different. I got the phone and the box the next day.
In my 'new' charge box was a new looking phone, but with the clnr esn. A/C adapter, no cable, no instructions, no headphones.

orateam said:
sorry about that. my situation was different. I got the phone and the box the next day.
In my 'new' charge box was a new looking phone, but with the clnr esn. A/C adapter, no cable, no instructions, no headphones.
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np man and ty for sharing how it came for you. you got the charge cable,batt, and cover though with it didnt you? did yours come with the 32g sd card?

I got mine in a box with just the phone. I called customer service and they said they ran out of batteries. I went to the store and they hooked me up with a battery, sim card and 32gb card. They pulled the battery door off a new phone.

Went through the same thing you did, but there is no "kit." I received a brand new charge with 32gb micro sd installed, charging cable with wall adapter, and battery door. I did however have to stop by the corporate verizon store to pick up my 4g sim card.

I received the KIT and it came with everything mentioned above including a 32gb Class 4 MicroSD card. (It did not come with the SIM card, as mentioned above. I had to go to the store to get that...annoying.)

[Q] to those who've RMA'd....one question...

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....

Samsung Repair Process, or Lack Thereof

So, after spending 3 weeks not driving my car due to replacing fuel pumps, sending units, and numerous sensors, and thinking the car I borrowed from my mom was having issues with Bluetooth, it turned out the Bluetooth in my S8 Plus was completely toast. Would not turn on. Tried factory reset, the whole nine yards. So Samsung set up a repair, sent me a 2 day shipping label, and I sent it in on December 8th. I got the phone back on the 21st, almost 2 weeks after it was sent in. Nothing was fixed. The Bluetooth still wouldn't turn on. Somehow, when I signed up for the Samsung Care, it got cancelled, so not like I can get it serviced locally or swapped out. Samsung's attitude was, gee, we can send you an overnight UPS label. Sure, and with the holidays, you'll get it earliest next Wednesday, and I'll be without a phone until likely January 9th, earliest, to get it back. Samsung said they'd swap out the logic board, but my argument was, how stupid can you be that all you tested was the module for known good, but didn't actually see if it performed with the actual device? How do you send a unit back after 2 weeks that's no better than when you received it? They weren't willing to do anything to even offer a solution beyond a one day shipping label. I work as a manager for a company that does tech support for Apple, and this is the kind of run around I expect from Apple, not Samsung. I remember last year, iPhone 7's showing up on door steps with a piss yellow screen because quality control didn't catch it. I know of several DOA express replacements on iPhone 10's with $1250 holds on credit cards. I was cool with not having the phone for 2 weeks, I couldn't find anyone with an extra to borrow, but to be told to go another 2 or 3 weeks, over the holidays, without a phone, and trust you'll fix it right the second time is a bit much. Has anyone else had issues with the Bluetooth just not turning on, or having a repair with Samsung just go completely stupid?

chernabog88008 said:
So, after spending 3 weeks not driving my car due to replacing fuel pumps, sending units, and numerous sensors, and thinking the car I borrowed from my mom was having issues with Bluetooth, it turned out the Bluetooth in my S8 Plus was completely toast. Would not turn on. Tried factory reset, the whole nine yards. So Samsung set up a repair, sent me a 2 day shipping label, and I sent it in on December 8th. I got the phone back on the 21st, almost 2 weeks after it was sent in. Nothing was fixed. The Bluetooth still wouldn't turn on. Somehow, when I signed up for the Samsung Care, it got cancelled, so not like I can get it serviced locally or swapped out. Samsung's attitude was, gee, we can send you an overnight UPS label. Sure, and with the holidays, you'll get it earliest next Wednesday, and I'll be without a phone until likely January 9th, earliest, to get it back. Samsung said they'd swap out the logic board, but my argument was, how stupid can you be that all you tested was the module for known good, but didn't actually see if it performed with the actual device? How do you send a unit back after 2 weeks that's no better than when you received it? They weren't willing to do anything to even offer a solution beyond a one day shipping label. I work as a manager for a company that does tech support for Apple, and this is the kind of run around I expect from Apple, not Samsung. I remember last year, iPhone 7's showing up on door steps with a piss yellow screen because quality control didn't catch it. I know of several DOA express replacements on iPhone 10's with $1250 holds on credit cards. I was cool with not having the phone for 2 weeks, I couldn't find anyone with an extra to borrow, but to be told to go another 2 or 3 weeks, over the holidays, without a phone, and trust you'll fix it right the second time is a bit much. Has anyone else had issues with the Bluetooth just not turning on, or having a repair with Samsung just go completely stupid?
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Sorry to hear that. I know you said you did a factory reset, but did you try installing new firmware via odin? If not, give it a shot. It's easy to do. I and many others have had issues that factory resets did not help, but re-installing firmware did.

nugzo said:
Sorry to hear that. I know you said you did a factory reset, but did you try installing new firmware via odin? If not, give it a shot. It's easy to do. I and many others have had issues that factory resets did not help, but re-installing firmware did.
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I actually did try to flash the firmware, didn't fix it either. There was something seriously bad with the device. Samsung Pay quit working at like Walmart and Dollar General, worked when it wanted, and also the video for USB C to HDMI quit as well. Major failure with the logic board.