[Repair experience] Pixel 4 XL - Display cracked - Google Pixel 4 XL Guides, News, & Discussion
Good morning everyone,
since it happened to me for the first time in my life that I have a self-inflicted defect on my smartphone, I thought that at this point I would post a thread on how the repair experiences with the Pixel 4 XL are - especially so shortly after the release of the device.
Field report
Origin of damage
I have caused the display to crack on December 17th, 2019, because the Pixel 4 XL - which as been in the corresponding Google Fabric Case - fell on a stone. The fall height was quite low at about 50 cm, but the angle of impact was so unfortunate that it hit with the exposed display edge, above the lower speaker. The lower 15% of the display surface is completely torn and the display has suffered a small hole in the display glass at the point of impact. The good thing is that the functions are not impaired. However, small shards of glass crumble around the hole, and I notice that the display is very sharp-edged at this corner.
Damage report
So I contacted the Google support directly from my pixel. After a short phone call they sent me a link to the website Pixel reparieren lassen, where I opened the repair order. After entering the IMEI and selecting my pixel model and the damage, I immediately received a fixed price for the repair of the display as such. The repair, which is expensive, but with a price of € 229.00 net, or € 281.67 gross, is within the usual range of a diplay repair for high-end devices, I could order there directly at the mentioned price. I created the order with the option that Google sends me a box for secure shipping free of charge. This way damages that occur during transport to the repair partner are insured by Google. The said box should have reached me by December 19th.
The whole order was - incl. phone call - done within a few minutes. Also the naming of a fixed price, without hidden costs, which could develop, if the production of the cost estimate were left to the repair service provider, is very good. I also welcome the fact that I have concluded my order, and thus the contract for the repair, directly with Google DE, and do not have to do this individually with the repair partner. This means that Google DE assumes responsibility for ensuring that the selected partner carries out the repair according to their terms and conditions. The repair duration was given to me with 10 - 12 days, starting from arrival of the device at the repair service provider. The sending in takes place via UPS Express. Google has already sent me a corresponding shipping label by mail, as well as the invoice for the repair.
The concerns
Unfortunately there is a further grain of salt ... The official repair partner of Google DE is the company CTDI from Poland, which has a bad reputation in the industry. With the Smartphone of my wife, I had big problems here in the past. I had to send in her HTC three times until the repair was completed professionally. I hope that everything will go smoothly and that I will get the Pixel 4 XL back in working order.
I will keep you up to date with all the latest news here, so that as many people as possible can benefit from my experience, and to make any problems that occur transparent.
Further repair procedure
Update 1: December 18th, 2019 - Packaging for the return shipment has been sent to me. Arrived at my place: December 20th, 2019 one day late.
Update 2: December 21st, 2019 - RMA package delivered to UPS Access Point. Arrived in Poland: December 24th, 2019.
Update 3: December 27th, 2019 - Device has been checked. Additional defects were identified. Google refuses partial repair. New repair costs € 279.00 plus VAT.
Update 4: January 3rd, 2020 - Device has been repaired and dispatched by Google. Arrival at Germany: January 6th, 2020.
Update 5: January 6th, 2020 - All in all I give it a good grade. The result is only diminished by the unavailable partial repair and the somewhat long runtime during the holidays around Christmas and New Year.
Quality of repairs
The Pixel 4 XL was delivered yesterday and I picked it up at my UPS Access Point to set it up and test it thoroughly in the evening. Carry it with me again today and I must say that the result is extremely positive. No differences in the gap dimensions can be detected on the device and everything works smoothly.
Summary
Pros
Google gives the net repair time very precisely. The 10 - 12 days, minus the holidays due to the unfortunate time of the defect, were fully adhered to.
Google proactively informs about the status at regular intervals, such as the delays due to the Christmas and New Year holidays. The online repair status informs about all steps of the process almost in real time.
The repair process can be initiated very quickly and self-explanatory by me as a customer. A phone call lasting about 60 seconds and the subsequent repair request via a sent website link was extremely uncomplicated.
Cons
Google refuses partial repairs on its devices. The consequence is that I - besides the cracked display - had to pay extra for the frame (contained a small scratch) and therefore also for the, actually intact, USB-C port.
XDA:Thread Information
[Repair experience] Pixel 4 XL - Display cracked
Created: 2019-10-29
Last Updated: 2020-01-06
Update 1 - Waiting for the repair set
The corresponding packaging material was sent out yesterday, December 18th, 2019. It should arrive today or tomorrow. Since I have not received a tracking for the packaging, I am unfortunately unable to tell you where it is currently located.
OK contrary to Google's statement that the packaging should be with me within 48 hours, it arrived on September 20th, late afternoon, making it 72 hours. I had ordered it on December 18th, at about 09.30 am. I suspect that this is due to the parcels arriving before Christmas, because they arrived by DHL - who are always overworked before Christmas..
Update 2 - sending in the pixel 4XL
The corresponding packaging material was delivered on 20 December. I must say that I am not very enthusiastic about it, as it was just a very thin white box padded with some felt. I had imagined something better underneath...
But now to the further course of the return to the repair service provider:
Friday, December 20th: Pixel 4 XL packed in a repair kit.
Saturday, December 21st: at 10:53 a.m. the packed Pixel 4 XL was delivered by me to the nearest UPS Access Point in my town.
Monday, December 23rd: at 11:27 p.m. the package processed at the transfer point in my region, and is now ready for transport.
Tuesday, December 24th:
at 04:30 a.m. the package leaves my region
at 07:08 a.m. the package reaches Warsaw (PL), where it has received the import scan
at 11:32 a.m. arrival at the repair service provider (CTDI).
Duration thus far:
Net: 4 days (as the 10-12 days count from delivery at the UPS Access Point)
Gross: 7 days (plus 3 days shipping time for the repair set)
Update 3 - Device test of the Pixel 4XL
The Pixel 4 XL was checked by the service provider on December 27th. The following additional defects were allegedly found:
a slight defect (scratch) on the frame, and
a defect of the USB-C port.
Even if the scratch on the frame - it was caused by the fall - exists, it is only visible on closer inspection and should therefore not be repaired. I also have used the USB port for a whole week (i.e. until the pixel was sent in) after the fall to charge my pixel without being able to detect a defect. Therefore I cannot believe this second additional diagnosis in any way.
A telephone call with Google Support revealed: As a matter of principle, they would not carry out any partial repairs, even if this is what I as a customer would like. I would therefore have the possibility:
to extend the contract accordingly, or
to get my device back unrepaired
The new repair costs now amount to € 273.00 net, or € 335.79 gross.
In the end, after a long, discussion-packed phone call with the service consultant on the Google Support Hotline, I confirmed the order extension yesterday noon at 12:21 pm. I just want to get my 4 XL back.
What gets me upset is the following: Why the hell does Google imagine they can simply decide on the extent of the repair! This is outrageous. I will report this - after successful completion of the repair - in any case also to the German consumer protection, since such conduct is prohibited in this country. And now, the Google repair tracking, on top of everything else, it's informing me about a "delay in the repair", without explaining the reason for this. Just telling that they'll keep me posted ....
Duration thus far:
Net: 6 days (as the 10-12 days count from delivery to the UPS Access Point)
Gross: 10 days (plus 3 days shipping time for the repair set, and the Christmas holidays in Germany)
Update 4 - Pixel 4XL repair time and return
The Pixel 4 XL was finished today and sent back to me on the return journey. At 13:50 it would be announced UPS.
But now to the further process of returning it to the repair service provider:
Friday, January 3rd:
1:50 pm the device would be packed and the shipping label would be generated
4:20 pm the package has received the UPS pickup scan.
5:27 pm the package has received the origin and export scan
9:01 pm the package has left Warsaw (PL).
Saturday, January 4th: 4:34 am the package received the arrival scan in my region.
Monday, January 6th:
10:24 am the package was delivered to the UPS Access Point at my residence.
6:00 pm pick up by me.
The delivery to me is done by UPS Express Saver, which, compared to UPS Express (to save costs/supplements for Saturday delivery), delivers only on working days. As the delivery is scheduled for Monday (until the end of the working day) according to the tracking system, I had the package redirected to a UPS Access Point in my town to be able to pick it up after work.
Duration until Monday 06.01.2020:
Net: 16 days (as the 10-12 days count from the time of delivery to the UPS Access Point)
Gross: 20 days (plus 3 days shipping time for the repair set, and the Christmas holidays)
Duration until Monday 06.01.2020 - less public holidays:
Net: 12 days (as the 10-12 days count from the time of delivery to the UPS Access Point)
Gross: 16 days (plus 3 days shipping time for the repair set, and the Christmas holidays)
Excluding the Christmas holidays and New Year, and taking into account that Christmas Eve and New Year's Eve are only half working days, the 12 days promised by Google are indeed coming true.
I will give a last update as soon as I have inspected the device in peace at the beginning of next week, and have a picture of the quality of the work. Always in the hope that there will be no reason for complaints.
Update 5 - Pixel 4XL quality of repairs
The Pixel 4 XL was delivered yesterday and I picked it up at my UPS Access Point to set it up and test it thoroughly in the evening. Carry it with me again today and I must say that the result is extremely positive. No differences in the gap dimensions can be detected on the device and everything works smoothly.
As a little treat, the device came back in a nice package including a new SIM eject tool and display cleaning cloth. That's certainly a very nice service, in order to clean the glass surfaces once the applied protective foils have been created.
All in all I give it a good grade. The result is only diminished by the unavailable partial repair and the somewhat long runtime during the holidays around Christmas and New Year.
When you buy phones in your country, are you able to buy insurance for it? I bought mine here in the states from b&h photo and purchased insurance from square trade. I think it cost me $90 for 24 months and has a $75 deductible. But you can take it to local places and have them make the repairs, or mail it in for repair.
Either way, it's terrible the run-around they are giving you. But even still, don't you have local places that repair phones?
Yeah sure you can.
And most insurance companies that repair a display damage without excess cost € 13.99 gross per month and run for two years. So the question arises whether you want to pay € 355.76 gross over two years, or once (if it happens at all) € 335.79 gross in case of an accident.
Sent from my HTC U12+ using XDA Labs
Okay, things are getting a little weird now. TODAY (at 12:30 pm) I get a mail from Google stating that the repair is delayed. So they send me a mail which is only a confirmation/copy of the information from 4 days ago. This is absolutely wrong, especially since the mail does not give any reason for the delay.
So I chatted with the Google Support. Unfortunately they couldn't find a cause in the system. So let's hope that the device - despite the holidays - can be repaired by Friday and that it is only due to the holidays. If it should be due to supply shortages of spare parts, this would be more than unfortunate.
Just wanted to chime in that I've been following this thread with interest. In my case, I'm awaiting an advance replacement for my device but it's taking Google over 10 days just to deliver it to me (this despite the fact that they were able to overnight the device to me when I ordered a new one). I don't have much experience with Google's support so all of this is good learning. I also contemplated buying their Preferred Care but the service fees of $199 CAD combined with $199 CAD fee for the plan is absolutely nuts. Anyway, I'll keep watching this. Hopefully things work out well for you.
dhorgas said:
Just wanted to chime in that I've been following this thread with interest. In my case, I'm awaiting an advance replacement for my device but it's taking Google over 10 days just to deliver it to me (this despite the fact that they were able to overnight the device to me when I ordered a new one). I don't have much experience with Google's support so all of this is good learning. I also contemplated buying their Preferred Care but the service fees of $199 CAD combined with $199 CAD fee for the plan is absolutely nuts. Anyway, I'll keep watching this. Hopefully things work out well for you.
Click to expand...
Click to collapse
Hola
A few questions and comments if you don't mind:
1. Whereabouts in Canada are you?
2. Why did you have to go through an advanced replacement order? Broken phone?
3. It is typical for these OEMs, to not have too many devices for advanced replacements after the first few months simply due to them waiting on undamaged returns to fill their RMA inventory.
Please continue to let us know how your return is handled. Thanks.
Good to have a few more users chimin' in on this one. Updated post number #5 with further details on repair time and return of the device to me.
QAM said:
Hola
A few questions and comments if you don't mind:
1. Whereabouts in Canada are you?
2. Why did you have to go through an advanced replacement order? Broken phone?
3. It is typical for these OEMs, to not have too many devices for advanced replacements after the first few months simply due to them waiting on undamaged returns to fill their RMA inventory.
Please continue to let us know how your return is handled. Thanks.
Click to expand...
Click to collapse
1. West coast.
2. Issues with the screen mainly. In addition to the green tint (which is standard on the Pixel 4 XL, and perhaps the smaller Pixel 4 as well), my device display has large blotches of red on it.
3. Advance replacements for new devices that are within the refund period, are not filled out of RMA inventory. They're replaced with retail devices. (Google provides a special link to purchase a new device out of sequence with the rest of the orders.)
So far, the update is that the replacement device arrived however UPS failed to deliver it (it did not even attempt). This resulted in additional wait, so now I am likely to either get the replacement in-hand on Monday evening or Tuesday sometime. I will have to start a refund process for my original device however because if I do not, the refund window will lapse and I would be stuck with the device even if I am not satisfied with the replacement. This is all due to extremely slow shipping of the replacement device (in shipment since Dec. 26th). Overall, my impression so far is pretty poor. The process is very disorganized and creates anxiety for the customer.
dhorgas said:
I will have to start a refund process for my original device however because if I do not, the refund window will lapse and I would be stuck with the device even if I am not satisfied with the replacement. This is all due to extremely slow shipping of the replacement device (in shipment since Dec. 26th). Overall, my impression so far is pretty poor. The process is very disorganized and creates anxiety for the customer.
Click to expand...
Click to collapse
The problem with advanced replacement is that this process - like the RMA process - is not performed by the sales team. Such processes are always subject to after sales, in which - no matter which manufacturer - only a fraction of the costs are invested, which are spent on the sales area. Aftersales does not bring any money to a company and will only incur costs, which is why material and personnel costs are kept as close to zero as possible. Few costs mean few personnel, few personnel means long runtimes and usually also poorly optimized processes.
In most cases even the complete after-sales processes are subject to outsourcing, only to appear as material costs in the balance sheet. Subcontractors find it much more difficult to integrate themselves into the customer's supply chain in order to be able to accelerate the processes on their own.
Sent from my HTC U12+ using XDA Labs
Updated post #6 with the overall quality of repairs.
Related
What UK phone retailers give the best customer service?
Firstly, I'm in the UK so I'm only interested in UK retailers. I've purchased mobiles and tablets from various high street stores and online shops and they all have varied levels of customer service when a phone develops what I believe is a warranty issue during the warranty period. Some of the retailers make me feel like I'm on trial and have to prove that there is an issue, while others send out a new phone to arrive the day after I report the issue and request that I ship the faulty phone back within 30 days. My most recent phone (a Nexus 5) was purchased from Expedite Electronics and my phone has been with them for almost 4 weeks now. My personal experience so far is: Amazon - best customer service. As mentioned earlier, when I reported a phone fault, they sent out a new phone that I received the very next day and gave me 30 days to send them back the faulty phone. I had the working replacement phone within 18 hours of reporting the issue. Google Play store - similar to Amazon, they send out a new phone first and request the old phone is sent back in due course. Obviously, like Amazon, they would charge your credit card if they didn't receive the faulty phone. Tesco Direct - they collect the faulty device when they deliver the new device. No fuss at all when reporting an issue, I think delivery for new device is normally arranged for next day or may be in 2 working days. PC World - take one to two weeks to investigate and repair any issues. Can sometimes make you feel like you're on trial and have to prove there is an issue. Still takes a week or so even if they come back with "no fault found". Argos - similar to PC World Expedite Electronics - not technically a UK retailer but they say they can take up to 28 days to resolve warranty issues. I thought this would be a very upper limit and in most cases it'd be done sooner but may be not. 28 days is a long time to be without a phone. My question is, what other UK retailers are in the same league as Amazon/Google Play/Tesco when it comes to after sales customer service? Ones that do not make you feel like you're on trial when there is a warranty issue and ones where ideally they allow the new device to be sent out before receiving the faulty device, or at the very least, a very quick turn around time. TIA
Experiences with HTC repairs?
Has anyone ever sent in their HTC device (mores specifically a newly released flagship) directly to HTC for repair? If so, can you share you're experiences as far as cost and quality of repair? Decided to do a water test on my brand new U11 and yes you guessed it... WATER DAMAGE! and didn't help that I dropped it and the back cracked right after! Thanks in advanced
No idea. Mine just arrived in Texas awaiting a repair after being exposed to water for 5 seconds. Curious, what color is your U11? I have a feeling that they were rushing out the Solar Red's because there's no way mine should have failed so easily. It might as well have no water resistance rating.
Paging Dr B said: No idea. Mine just arrived in Texas awaiting a repair after being exposed to water for 5 seconds. Curious, what color is your U11? I have a feeling that they were rushing out the Solar Red's because there's no way mine should have failed so easily. It might as well have no water resistance rating. Click to expand... Click to collapse I got the amazing silver. But yeah I agree! IP67 rated? Doesn't seem like it to me. Keep me updated when you get your repair quote please man. I want to get an idea whether it's worth sending mine in or just cut my losses and buy something else. I read review after review of how horrible HTC repair service is as far as turn around time and repair quality. Though many of those reviews seem to be from overseas I hope we have better service here.
Paging Dr B said: No idea. Mine just arrived in Texas awaiting a repair after being exposed to water for 5 seconds. Curious, what color is your U11? I have a feeling that they were rushing out the Solar Red's because there's no way mine should have failed so easily. It might as well have no water resistance rating. Click to expand... Click to collapse Any updates on cost of repair? sorry to bug I'm trying to get an idea cuz I have someone ready to buy my device.
Where do you live? I have experience with HTC EU and I know staffs from HTC Taiwan. But if outside these 2 areas, I can't help...
DroidManIc said: Any updates on cost of repair? sorry to bug I'm trying to get an idea cuz I have someone ready to buy my device. Click to expand... Click to collapse They haven't got back to me yet. I'm also a little miffed that they announced the 6GB variant today. HTC really needs to redeem themselves, because i'm about to throw my hands up and just buy a OP5.
Paging Dr B said: They haven't got back to me yet. I'm also a little miffed that they announced the 6GB variant today. HTC really needs to redeem themselves, because i'm about to throw my hands up and just buy a OP5. Click to expand... Click to collapse Yeah I'm on the same boat man. I'm just scared to get an OP5 with Jelly scrolling issue and tbh U11 failed to wow me that's the reason I'm debating so much on a repair or drop $800 the 6GB version. It's a solid device but I just wasn't super impressed.
So a little feedback from Germany maybe. My U11 has been send to repair 3.5 weeks ago. I first contacted HTC to tell them that my unit has a gap between frame and display along the top and that AI guess it wouldn't be water resistant that way. 30 minutes later I got a call back to confirm the issue and 5 mother minutes later an email with a free shipping translucent. They informed me that repairs in general could take up to 14 working day that would be Monday to Friday here in Germany. But they also told me that it might need longer regarding the new flagship, as spare parts haven't been distributed as of yet. Spare parts finally arrived last Thursday - 14 days after the device arrived at the HTC repair service. It won't cost anything for me as it is a 'defective unit'due to the manufacturing process. Don't have it back as if yet. But the brilliant thing is: HTC is keeping me up with latest information every two or three days and in addition put my device onto the priority list of the workshop. So let's sesle. Meanwhile I'm using its predecessor the HTC 10 Sent from my htc_pmeuhl using XDA Labs
Alpert3 said: Where do you live? I have experience with HTC EU and I know staffs from HTC Taiwan. But if outside these 2 areas, I can't help... Click to expand... Click to collapse I live in the states so I know my devuce would also be going to Texas for repair. Just in general, good or bad feedback from what you know?
5m4r7ph0n36uru said: So a little feedback from Germany maybe. My U11 has been send to repair 3.5 weeks ago. I first contacted HTC to tell them that my unit has a gap between frame and display along the top and that AI guess it wouldn't be water resistant that way. 30 minutes later I got a call back to confirm the issue and 5 mother minutes later an email with a free shipping translucent. They informed me that repairs in general could take up to 14 working day that would be Monday to Friday here in Germany. But they also told me that it might need longer regarding the new flagship, as spare parts haven't been distributed as of yet. Spare parts finally arrived last Thursday - 14 days after the device arrived at the HTC repair service. It won't cost anything for me as it is a 'defective unit'due to the manufacturing process. Don't have it back as if yet. But the brilliant thing is: HTC is keeping me up with latest information every two or three days and in addition put my device onto the priority list of the workshop. So let's sesle. Meanwhile I'm using its predecessor the HTC 10 Click to expand... Click to collapse Many of the bad reviews I found were from EU more specifically the UK. So maybe just really crappy service in the uk? Lets hope so! Either way keep us updated :good: and hopefully all goes smooth with your repair man. My potential buyer backed out so I have the phone for probably a few more days to decide on possible repair. For now I went out and got my self GS7 Edge, not a Samsung guy but its a solid device.
DroidManIc said: I live in the states so I know my devuce would also be going to Texas for repair. Just in general, good or bad feedback from what you know? Click to expand... Click to collapse I don't know about the states, but in most regions, HTC let a 3rd party repair center to do the job for them. Unlike Apple, HTC as well other companies doesn't have the resources to build repair center in each country. That's why in EU and the UK the feedback of repair experience is pretty awful: you report problem to HTC, HTC report your case to 3rd party repair center, then come back to you and tell you to send the device, etc. The process is complicated and relatively long, that creates mistakes, misunderstandings, as well some other problems. In EU I believe it's a company called Gordon Electronic who's in charge of the repair. Sony, Asus Acer as well as many companies trust it. But their reputation is not so good. I sent my HTC 10 to repair the camera module, I sent it twice and at the second time I asked for an expert analysis, and after nearly 3 weeks from the initial report, my phone finally got repaired. It costed me 20€ of shipping fee, and that's it. The result is good, but the process is painful.
Not sure about repair, but I'm having a nightmare of a time with my return of the U11. 3+ weeks and counting on the refund that their website says 5-7 days...
53fireman said: Not sure about repair, but I'm having a nightmare of a time with my return of the U11. 3+ weeks and counting on the refund that their website says 5-7 days... Click to expand... Click to collapse Give the tracking number to your credit card company and dispute the charge.
That's the next try. Thanks
The credit card avenue worked. Thanks. Unreal how HTC can make a decent phone, but have absolutely one of the worst customer service departments I've ever dealt with. Whether over the phone, email, or Facebook, every single person I talked to read from the same exact script about "escalations department" and I'd have the refund within 48 hours or the end of the week. Will never buy another HTC again as much as I loved the EVO, M7, M9.... the U11 was just too big for me and didn't have all the LTE bands, but it was a great phone. Thinking the Pixel 2 even though HTC is rumored to make it, hopefully customer service of Google isn't near as terrible.
53fireman said: The credit card avenue worked. Thanks. Unreal how HTC can make a decent phone, but have absolutely one of the worst customer service departments I've ever dealt with. Whether over the phone, email, or Facebook, every single person I talked to read from the same exact script about "escalations department" and I'd have the refund within 48 hours or the end of the week. Will never buy another HTC again as much as I loved the EVO, M7, M9.... the U11 was just too big for me and didn't have all the LTE bands, but it was a great phone. Thinking the Pixel 2 even though HTC is rumored to make it, hopefully customer service of Google isn't near as terrible. Click to expand... Click to collapse Glad to hear you got your $ back finally. I too will be jumping ship. I was die-hard HTC from the G1 (dream) - M8 then eventually stpped buying HTC because they refused to make flagships w anything bigger than 5.2" screen. I was so excited for the u11 even though I was still skeptical .... Skip forward 1 month and here I am today w liquid damage from about 10s water exposure, a cracked back from one of the most gentle drops ever (because I actually broke the phone's fall w my foot and not only that. The impact w the ground was moke like it just slid from my foot, no hard landing at all) and finally a potential expensive nightmare if I opt to send it in for repair. No thank you. I will too be waiting for Pixel xl 2 or maybe a newer version of the OP5.
So a little feedback on my end regarding my defective device. I sent it in to the repair at 28th of June being about 7 weeks back. HTC support has been great in regard of information. As the U11 has just been released when I sent it in, the workshop received it at the 5th of July and HTC actively informed me that there was a problem regarding the spare parts. Those would be sent from Taiwan an need about two or three weeks to arrive at the workshop in Poland. Well not what I wished but can be accepted. The spare parts arrived at 18th of July with some delays due to TNT not delivering as planned. Well then, now the 10 - 14 day period mentioned for the actual repair after receiving the parts started and waiting did as well for me. I got a little bit impatient as I didn't here any news until the 3rd of August when 12 of the 14 days had already past. So I decided to contact HTC. Prior to this and for the last time on the 19th of July I've been contacted and informed of the current status by HTC nearly every two days, which is really really great. But let's go on: after contacting them they promised to check on the next day and answered my question on Friday the 4th of Augustthat my device is repaired and packed for dispatch at the same evening. The notification with a UPS tracking number came about an hour after that information. And now UPS was the one to fail. They really needed until Monday evening, 7th of Augustto pick it up and another day - yesterday - for the delivery. So finally I got my U11 back. Repairs look really well done and all is working fine and as wished for. No fees as all repairs were covered by the warranty. Overall I'm very happy and pleased with the service. Only drawbacks are the long time of delivery of the spare parts and finally UPS causing another 1 maybe 2 day delay. Sent from my HTC U11 using XDA Labs
Please allow me to share my story. Bought/PreOrdered my HTC U11 from Sprint on 5/31/2017, received it on 6/7/2017. Used, enjoyed and loved the device for about a month when on July 3rd the device got a cracked screen. It was beside me in the couch while I played Fifa 17. Bad combination. My wedding ring did the damage. I Contacted HTC Support the next day and was told that no parts were available to fix my device and that I should call back in 2 weeks. My phone was still usable and I did use it for 2 weeks. On July 17 I contacted HTC Support Chat and was told that I could send in the device. I specifically asked about parts/screen availability and I was assured that I would be fixed in 5 - 8 days and "most of that time will be in shipping". A case was created and I was given a ticket which instructions on how and where to ship to. I wrapped up my device and attached a letter appealing that they fixed it for free because this was my 4th HTC (EVO, M7, M9, U11) and I never used Uh Oh on my previous phones and hoped they could make a concession.... etc. USPS confirmation shows the phone arrived at the repair facility on 7/20/2017. I did not receive and have not yet received any automated response from the repair facility informing me that the phone was received, being processed, no parts are available or anything. I have been calling HTC Support asking for updates using the Ticket # however that has been unfruitful. HTC support has "escalated" my case but there is a huge disconnect between them and the repair center, they have no clue whats going on over there. Today is 8/17/2017 and I still have no phone, no ETA, no hope. I've been calling every Thursday and the response is always the same. "I have escalated your case and you will get a callback withing 24 - 48 hours". I received a callback once and it was to say "When I hear something, I'll let you know". I am rambling because I don't have my phone and I have no clue as to when I am going to get it back. I am back to using the old M9 and I'm not happy, I haven't even reinstall all my applications because I thought the repair would have been relatively quick. I don't know what else to do ... Any suggestions?
I'm going to asking for a new replacement phone since mine light bleed issues out of the box. If that is not something they can do then they can have this phone back. With the V30 and Essential phone coming out soon the U11 looks like more and more of a disappointment in my eyes. I have had HTC phone since the Tilt with the exception of the V10 but I can see how as a brand they have gone downhill.
berto1025 said: Please allow me to share my story. Bought/PreOrdered my HTC U11 from Sprint on 5/31/2017, received it on 6/7/2017. Used, enjoyed and loved the device for about a month when on July 3rd the device got a cracked screen. It was beside me in the couch while I played Fifa 17. Bad combination. My wedding ring did the damage. I Contacted HTC Support the next day and was told that no parts were available to fix my device and that I should call back in 2 weeks. My phone was still usable and I did use it for 2 weeks. On July 17 I contacted HTC Support Chat and was told that I could send in the device. I specifically asked about parts/screen availability and I was assured that I would be fixed in 5 - 8 days and "most of that time will be in shipping". A case was created and I was given a ticket which instructions on how and where to ship to. I wrapped up my device and attached a letter appealing that they fixed it for free because this was my 4th HTC (EVO, M7, M9, U11) and I never used Uh Oh on my previous phones and hoped they could make a concession.... etc. USPS confirmation shows the phone arrived at the repair facility on 7/20/2017. I did not receive and have not yet received any automated response from the repair facility informing me that the phone was received, being processed, no parts are available or anything. I have been calling HTC Support asking for updates using the Ticket # however that has been unfruitful. HTC support has "escalated" my case but there is a huge disconnect between them and the repair center, they have no clue whats going on over there. Today is 8/17/2017 and I still have no phone, no ETA, no hope. I've been calling every Thursday and the response is always the same. "I have escalated your case and you will get a callback withing 24 - 48 hours". I received a callback once and it was to say "When I hear something, I'll let you know". I am rambling because I don't have my phone and I have no clue as to when I am going to get it back. I am back to using the old M9 and I'm not happy, I haven't even reinstall all my applications because I thought the repair would have been relatively quick. I don't know what else to do ... Any suggestions? Click to expand... Click to collapse **UPDATE** 8/18/2017 - Missed and returned a call from HTC Support. The Agent in-charge of my case (since it is escalated) advised me that there is an update and that I have a quotation for the repair. Looking back on the call i never got a solid figure but i was told for being so patient they have discounted the repair to circa $92.00 USD. I still have no emails stating this and the tracking website still shows the same status. I was told that I will be contacted either later today or early next week to make the payment over the phone once they apply the discount to my account. Apparently this has to happen first. So I wait.
Ordered Monday, Rec'd Wednesday, RMA Friday.
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. Click to expand... Click to collapse 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..
Oneplus 6 poor customer service
Ordered a Oneplus 6 on first day these were available to be ordered. The website was a shambles where it was clearly struggling with the managing of the orders as halfway they changed the payment methods. eventually after changing the payment methods and having to cancel the previous orders which were stated as not gone through successfuly and confirmed...these were still in the system...had to contact support to confirm that one phone was all that I have ordered... in order of Oneplus 6 ...I decided to add a " Priority posting because I am due to go on holidays so wanting to make sure the phone arrives before to enable me to set the phone up etc... My wife orderded the same phone on the same day...she has not paid priority ...and she has received her phone yesterday, the 25th May 18 in the morning ...although not having paid extra for Priority and security ..she received the phone faster and had to sign for it which was as secured...?? When I contacted support... they eventually refunded me the priority extra I have paid of £2.99 but I feel that this miss advertising is not wright and I do not feel adquately compenstated....specially when this is the start of a relationship with a new brand.... I have been many years with Apple Phones and my family pursuaded me to move to android and Oneplus...before I even start with the usage of the phone I am already experiencing problems with the cusotomer support.... what a start....!!!!!???? Below is what is being advertised on Oneplus when ordering the phone: Normally, you will get estimated dispatch and estimated delivery info during checkout. Shipping times depend on the shipping method available in your region. Once your order has been dispatched, the shipping time is: Standard Shipping - 3-7 business days for delivery Priority Shipping - 1-3 business days for delivery
Current Shipping Dates? Weirdness
After waffling between a 4a 5G and a 5 I finally pulled the trigger on a 5 during the Black Friday sale for $50 off. I had also hoped by waiting that Google would resolve the screen glue issue. Order date was Nov 30. Retiring my old 2 XL, but would have kept it for another year if updates kept coming. My listed shipping dates have always been Dec 29-30. From time to time I've checked the store for current shipping dates, and the phone has actually been out of stock for a couple weeks, but they did have stock for Fi and Verizon with almost immediate shipping. I last checked yesterday. Early this morning I received notice from my credit card company that Google finally charged my card. My shipping dates are still listed as Dec 29-30. I decided to check if the phone was back in stock, and if so, what current shipping dates are. Yup, back in stock, shipping dates for current orders listed as Dec 16-19. During the time it took to write this post, shipping dates changed and just now listed as Dec 23-25. Both these dates are obviously earlier than my listed shipping dates. I suspect they just received a new batch from manufacturing and my phone is about to ship, but the changing dates are a bit weird and I've never experienced that before. I'm usually a first day, first minute orderer for my Pixels and I'm used to being in the first shipments. Anyone else get charged overnight? Did your shipping dates get updated?
A few months ago I bought a 4a pre-order and I got stuck with a later shipment than many people. I was not too worried and it arrived when it was supposed to but I also didn't get the charge until it was ready to go like usual. If it's coming FedEx ground they're probably calculating that in right now -- the real issue is once the label is made and sent to FedEx, if that's today, then by tomorrow you should know what the real ETA is
are they doing USPS? lots of people been getting delay on USPS shipment.
I did standard (free) shipping. Who knows? I'm waiting for Google Store support chat right now. I started at #169 in line. It's going down at a rate of about 1 per minute. Sheesh. Current shipping dates for new orders showing Dec 25-29. My order is still just showing "Ordered".
I had a similar issue but found out some great answers from a customer service rep. I also was quoted a late December delivery when I placed my order in late November. Mine shipped early because their new shipments for fi arrived early. This is how it goes.... its crazy. They will temporarily charge your card if you move up in the order "queue". They will then refund the money into your account a few days later after they verify the funds are available. This means the order is getting ready to get processed finally. You will finally be charged the due amount when the order finally goes to the warehouse for shipping. They wont permanently charge your account until the phone is sent to shipping. If they haven't refunded the money into your account I would bet that your phone ships very soon. I was getting tired of the late shipping times and lack of answers so i created a reddit ticket. My phone shipped 24 hours later. Give that a try if things dont go well. Hope this makes sense.
Over an hour later and I am #82 in line. Had to plug in the laptop!
Finally had a chat.....answer was basically, yeah you're right, newer orders are shipping before yours. We can cancel your $50 off order and you can re-order at full price for earlier shipping. Uh....no....I'll wait, and just stew about it. That's a pretty good summary of the chat. Not too happy.
So.....interesting developments this morning. I awoke to an e-mail from Google, posted below. ************************** Hi **********, Thanks for contacting Google! As promised, I'm sending this email to you. This email is in reference to the chat conversation we had today regarding your order status- ******Order Number********* I'd like to assure you that your order is perfectly fine from our end. It will get delivered within the time frame- Dec 29, 2020 - Dec 30, 2020 And it'll get shipped a couple of days before that. You'll also receive a shipping confirmation email once it'll be out from our end. Stay assured, you'll get your hands on it very soon. For the inconvenience, I'll be adding $50 to your Store Credits. Also, I am sorry for the long wait that you experienced but thank you for your kind understanding and patience. I would like to offer you extra $10.00 Store credit as a good will gesture. You may check that by visiting the link *****This was a hyperlink**** In case of any discrepancy, please feel free to reply to my email, I'll be right here for your assistance. Stay assured, I've taken full ownership of your case. Thanks! *******Name Edited******* The Google Support Team *************************************************************** The link took me to Google Pay which showed nothing, but when I checked the Store, I did, in fact, have a $60 credit, which expires on 12/31/2021. Not only that.....today I received notice that my order has shipped through Fedex, with an arrival date of 12/21/2020. It's shipping from Carol Stream, IL. In the past all my phones have shipped from about 20 miles away from me. So I have gone from being very unhappy and questioning my loyalty to Google products to being very happy. I think I am going to use my credit for a Pixel Stand, but maybe a new Nest Audio, but I've got so many Google Homes (full size and minis) and Chromecast products that I really don't need anything but the Stand. I also suspect the Stand, which is WAY overpriced, will go on sale again relatively soon. So we'll see. In any case, I wanted to be fair to Google. I'm very happy with the way they handled this.
Ordered from Google France on 15 Dec, shipped on 16, arrived today.