Heya, I need some advice regarding issue I'm facing right now.
I bought Google Pixel back in december, but unfortunately vibrator stopped working on 3rd week. I bought device from the carphone warehouse (London,UK). I went to them and told them about this they said me that they can only help if device is in 14 days period, after that warranty goes straight to google and you need to contact them to get it replaced.
Now here the magic happens
I called google on 3rd January regarding this, they told me to send back faulty device which i did on 7th of January. They have dispatched my new device on 19th of January but sadly because of the uneducated (not trained) support team they shipped it to wrong address. They told me that I have to wait till they get the device back, so I contacted shipping company and explained the situation to them and they returned the device to warehouse where it came from and they also have sent me the copy of all transits. Now since then my device is still stuck in same process as they have some technical glitch in their system they cant send me back my old device or neither replacement device. I'm chasing them since 4 months now but no one is helping me out. Every-time I get the same answer that our specialist are working on the issue and thank you for being patient. In march I moved to my home country ( Pixel is officially launched in my country ), now there is no way I can sue them over legal way as I'm not in same country (I guess) and I lost the device as well. I have almost hundreds of email regarding try to resolve the issue but they just don't give sh*t about customer. I have paid full amount in cash and right now I have nothing but just emails full with apologize .
Its a shame for google to unable to fix a simple shipping issue since 4 months. I have been told that all the experts are working on my case but who cares. How can they became expert if they cant fix single issue in 4 months. I have talk about this issue on multiple site but no answer from anywhere. For google it just a matter of dispatching new device to me and resolve the issue later as I have submitted my old device but no Luck.
I have been ripped off by google over my pixel device.
Its a Google USA support team who is handling my issue right now.
Any suggestion will be appreciated. If you can tag the person who can help or can rise the issue on XDATV for just a few seconds will be very very helpful.
Have you been on the phone instead of email. Explain situation to get escalated to management.
Try the Pixel user community at productforums.google.com. What have they been saying other than thanks for being patient? You need to speak to someone directly, phone or live chat would be great but I'm not sure they have it. Good luck anyway, I hope it gets resolved.
Related
I've got a 6-ish week old XDA Exec. I think the SD card reader is stuffed, but it's beyond the point (28 days) where I can just get them to send me a new XDA (they already have once!).
What are your experiences with the process for getting O2 to fix it? I think that I have to take it into a shop where they will look at fixing it under the warranty. I assume that there's no charge associated. Does anyone know if this is the case? Are there any better, cheaper, less hassle alternatives for getting this investigated and fixed?
Thanks,
Joe
Please set your `location` on your account profile (via the top left `UserCP`) so that others at the same location can guide/advise you on your repair. Members here came from all over the world, no use telling you the repair procedure of for O2 at Antarctic when you are in the Arctic
Country amanded
OK - i've amended my profile to include that - sorry - I thought I'd already done it !!
Joe
Since your unit is a HTC device, you can try calling the HTC Europe. 08712-230-217. You will get an answering machine. Just leave your name and phone number, they will call you back within a day. Tell them your IMEI number and they will tell you the rest. I had my t-mobile Charmer for them to repair, twice. So far so good.
I've spoken to the same people - they are at Milton Keynes would you believe? No loan while away for repair though.
I needed a loan phone so I went to the Orange shop and gave it to them to deal with.
Hopefully it should be back by this weekend.
Answer
I found out that after warranty you can pop into an O2 shop and they'll send it away for you to be fixed. They will even give you a replacement phone, if they've one in stock.
Mine disappeared for about a week, and came back fixed. They'll even load the latest OS (which I am sure some of you would dread!)
Having said that, this was only possible because it was still on 12 month warranty, and they wanted a proof of purchase.
Thanks for help ...
Joe
Has anyone had any recent purchases from Expansys?
I've been reading around their reviews aren't good.
Apparently communication and customer support is bad.
Been using them for years, with no major issues.
And they do get the nice "toys" before most
They are good in general, just hope you dont have any problems.
I got one of the IMate 8502 earlier on this year for £99 and after a few days the E key stopped working then another week on the L key stopped also.
I dident want to change to a different device as they did not have anything close for the price so I asked them about replacement as the device was no longer under warranty from IMate and they said if I sent it in then it would go to replace/refund depending on stock.
Anyway lots of emails backwards and forwards and they would not do anything unless I sent in the device. So I did reluctantly and I phoned them (this was a mission in itself) and spoke to the customer services manager and asked him if they cant fix please send it back as I could still use it and I did not want a refund if they could not replace.
One week later I got a refund, no call or email when I asked them not to and after numerous emails (all with no reply) I tried calling the manager many many but he was either sick, on leave, in a meeting but never returned my calls.
So as long as your devices does not break then they are great, if you want more proof take a look at their support forum it says a lot.
dr_strangetrick said:
They are good in general, just hope you dont have any problems.
I got one of the IMate 8502 earlier on this year for £99 and after a few days the E key stopped working then another week on the L key stopped also.
I dident want to change to a different device as they did not have anything close for the price so I asked them about replacement as the device was no longer under warranty from IMate and they said if I sent it in then it would go to replace/refund depending on stock.
Anyway lots of emails backwards and forwards and they would not do anything unless I sent in the device. So I did reluctantly and I phoned them (this was a mission in itself) and spoke to the customer services manager and asked him if they cant fix please send it back as I could still use it and I did not want a refund if they could not replace.
One week later I got a refund, no call or email when I asked them not to and after numerous emails (all with no reply) I tried calling the manager many many but he was either sick, on leave, in a meeting but never returned my calls.
So as long as your devices does not break then they are great, if you want more proof take a look at their support forum it says a lot.
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Hello.
Also bought the same phone from Expansys and had no problem.
I guess keyboard failures can be fixed by opening the phone and fixing the keyboard properly.
regards.
i think i have to RMA my oneplus one for a hardware issue with the display being stuck on inverted colors. so i filed a support ticket on the oneplus site a few days ago, and i still haven't received a response, only an email acknowledging they got the ticket, nor can i even find the ticket i submitted anywhere in my account. i know they ask for patience, but i've been told they get about 2k support tickets a day, and that some people have waited a month for a reply. is this really true??? do i have to wait a month for them to even respond with initial tech support?? or what if i reply to their email to update the support ticket and request a RMA to exchange the phone or fix the display? will i have to wait an entire month for them to acknowledge my request to put in a RMA, and then even longer after that to do the actual warranty exchange/repair?
eudemonics said:
i think i have to RMA my oneplus one for a hardware issue with the display being stuck on inverted colors. so i filed a support ticket on the oneplus site a few days ago, and i still haven't received a response, only an email acknowledging they got the ticket, nor can i even find the ticket i submitted anywhere in my account. i know they ask for patience, but i've been told they get about 2k support tickets a day, and that some people have waited a month for a reply. is this really true??? do i have to wait a month for them to even respond with initial tech support?? or what if i reply to their email to update the support ticket and request a RMA to exchange the phone or fix the display? will i have to wait an entire month for them to acknowledge my request to put in a RMA, and then even longer after that to do the actual warranty exchange/repair?
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Contact Paypal I had the same issue and no response even after 3 emails in a week. If they don't respond to Paypal within 7 days they issue you a full refund and you keep the phone that is what I was told by Paypal.
Normally your answer on your ticket within 10 days... I m also in the procedure for rma. After they answer the first time,it's going faster. I've waited 10 days for an answer and after 3 days later my phone was picked up by TNT. 3 days later it was in Hong Kong... Now I wait for the new one. Since the rma was approved,I saw an new order in my account....
Succes !! It takes much too long...but that's the risk...
Sent from my HTC One X+ using XDA Free mobile app
thanks for the responses. yeah, i think i'm going to file a claim with paypal, and hopefully they come through in a more timely fashion. the overwhelming amount of RMA's and support tickets really doesn't bode well for them as a startup. it's rather disappointing because i've been fighting for them to succeed for months, even after all those terrible invite contest ideas. now i'm running out of excuses for them...
I purchased the OnePlus One Sandstone Black 64 GB directly from oneplus.net after I finally received an invitation on January 09, 2015. I've been playing with it since I received it in the middle of the next week, but have not put in a SIM card. Currently, I'm using with my S5 for a little while longer with t-mobile.
I was looking tonight at different options and used the cricket website to test the IMEI/ESN number for this phone. It came back as blocked. I also used swappa.com and sure enough it's blocked
What in the world can I do?? I tried to post to the oneplus page but don't have enough responses yet. After reading all of the horror stories about their customer service, and since it has been over 14 days, I can only imagine the worst. I will call my credit union and see if I can dispute the charges since I was shipped an unusable (at least I think) phone and certainly hope I won't be expected to pay $349 for something I can't use.
Any help, suggestions, or ideas about what I can do in this situation will be greatly appreciated! Also, has this happened to anyone else?
Thanks!
I'd suggest you open an RMA request with OnePlus, as well as a PayPal dispute. Do the PayPal dispute first so that you can quote a reference number for the case when you request an RMA from OnePlus, they usually are more responsive when there's PayPal dispute involved.
Transmitted via Bacon
Timmaaa,
Thanks for the idea of including the paypal dispute information, that is a great idea! I've added it in my ticket with oneplus and we'll see what happens next.
I did receive a response to the oneplus ticket that I opened last night. Basically in my ticket I was letting them know that I wanted to exchange my phone for one that is not blocked and one that I can actually use. (in re-reading it I may not have been clear enough on what I wanted though, so I was much more specific in my follow up). This was their response:
Hi Scott,
We're sorry that you no longer wish to keep your purchase. Unfortunately, we are only able to process devices or unopened accessory return requests made within 14 days of delivery, in accordance with our Return Policy (http://oneplus.net/privacy-and-legal#returnpolicy). Thank you for your understanding.
Best regards,
Gail
--Sheesh, that isn't what I said at all
Just reply again, making sure that you're very clear about it being a defective unit.
Transmitted via Bacon
Well, things went from broken to working really quickly. I explained to OP in better detail exactly what was happening and gave them my paypal dispute id. They wrote back to ask me for screen shots showing it was a blocked IMEI/ESN number. This morning when I went back to swappa and cricket the numbers were no longer blocked and showed clear and ready to go.
My best guess is that the blacklist database was having issues last weekend and gave a false report on my phone. I doubt that OP had a chance to fix the issue (I really don't know though I suppose they might have).
Anyway, this ended up with me apologizing to OP, and learning a lesson to wait a few days before jumping off the deep-end when something like this happens. In my defense though, spending $349 on a phone that was blocked was a hard pill to swallow
Timmaaa, thanks again for your help!
Scott
Glad you managed to get it resolved....... Enjoy your OnePlus One
hi guys. I've just opened this thread cose I don't know what else to do.
I have returned my OnePlus 7 pro as it was faulty and got another one (currently using OnePlus 7 pro)
my device arrived at their return center on may 31( I have the proof of the delivery)
however, the OnePlus costumer service just don't want to give my money back.
I've contacted them 5 times already. asked to talk to supervisor (the supervisor didn't contact me either, though they promised that will call me back.
any advice what should I do would be highly appreciated
I had similar problem and the only way that worked was PayPal claim because the customer service did not answer to messages
Thanks a lot for your reply? I'll contact to my bank regarding this issue
Bummer, contact your credit card company if necessary...
real77055 said:
hi guys. I've just opened this thread cose I don't know what else to do.
I have returned my OnePlus 7 pro as it was faulty and got another one (currently using OnePlus 7 pro)
my device arrived at their return center on may 31( I have the proof of the delivery)
however, the OnePlus costumer service just don't want to give my money back.
I've contacted them 5 times already. asked to talk to supervisor (the supervisor didn't contact me either, though they promised that will call me back.
any advice what should I do would be highly appreciated
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Depending on your payment method (Credit card or PayPal), open a dispute with them. Good luck.
I haven't experienced such issues with support myself, but it seems many others are. It's one thing to have poor technical support, but a whole other thing when it comes to money.
OnePlus should definitely take things like refunds a lot more seriously and ensure everything is running smoothly in that regard, as it's probably very scary to feel you've been robbed of hundreds of dollars :/
This is why I try to make all my payments through PayPal as you can file claims through them.
You are right. When it is about money it should be all extremely serious!
because of their service, I had to pay more to my credit card company ! And why?
OnePlus trying to enter into flagship phone's market! but they took wrong rout to do so! They talked to me like they are doing me a favor when I was talking to their costumer service! And why? Because Ive just paid them 1400$? This is anaceptable!
Next time I'll use only PayPal and I hope will never do business with subpar companies.
I hope people can be aware by reading this thread!
Always PayPal.... Helps to avoid the customs import fees as well....
real77055 said:
hi guys. I've just opened this thread cose I don't know what else to do.
I have returned my OnePlus 7 pro as it was faulty and got another one (currently using OnePlus 7 pro)
my device arrived at their return center on may 31( I have the proof of the delivery)
however, the OnePlus costumer service just don't want to give my money back.
I've contacted them 5 times already. asked to talk to supervisor (the supervisor didn't contact me either, though they promised that will call me back.
any advice what should I do would be highly appreciated
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Did they give you another one ?
Because you know you wouldn't be entitled to a refund if that was the case,
Sorry,based on your story,had to ask
manus31 said:
Did they give you another one ?
Because you know you wouldn't be entitled to a refund if that was the case,
Sorry,based on your story,had to ask
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Nope! I bought another one from T-Mobile.
real77055 said:
Nope! I bought another one from AT&T.
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Yea,sorry had to ask,that sucks. Whenever something like that happens to me I use PayPal dispute and it's never let me down ,other than a bit of waiting for it all to be resolved. One time I had an issue with a debit card purchase,I had to apply for a chargeback, had to gather a bit of evidence and post it away but got my money back eventually,
Pain in the neck alright
manus31 said:
Yea,sorry had to ask,that sucks. Whenever something like that happens to me I use PayPal dispute and it's never let me down ,other than a bit of waiting for it all to be resolved. One time I had an issue with a debit card purchase,I had to apply for a chargeback, had to gather a bit of evidence and post it away but got my money back eventually,
Pain in the neck alright
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I have opened a dispute with my credit card company already. Moreover , today I got another RMA from them . like 26 days after my first RMA. I'm getting another one. They have just lost my device and want me to pay for it! Also On my first RMA they didn't put IMEI number. This second one contains my IMEI, and has COMPLETELY different RMA..