Related
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.
I had to send a broken Nexus One for repair, and they received my phone on June 22nd
On 23rd I received the quote for the cost of repair, and I paid it right away
But since then I have not received anything or any update from them. I have been calling customer service at least once a day to track the status, but all they can say is they are working on it
I mean come on, it's almost 2 weeks now and I don't even get updated once?
One representative told me the average turnaround time for repair is 5-7 business days, I call that BS
Anyone else experienced the same thing recently? Or is it always like that?
ctbear said:
I had to send a broken Nexus One for repair, and they received my phone on June 22nd
On 23rd I received the quote for the cost of repair, and I paid it right away
But since then I have not received anything or any update from them. I have been calling customer service at least once a day to track the status, but all they can say is they are working on it
I mean come on, it's almost 2 weeks now and I don't even get updated once?
One representative told me the average turnaround time for repair is 5-7 business days, I call that BS
Anyone else experienced the same thing recently? Or is it always like that?
Click to expand...
Click to collapse
I sent a Blue Angel to them a couple of years ago and had it back in 4 days i guess it boils down to whats wrong and how much work they have and same as you i was not kept informed so thats still the same
lufc said:
I sent a Blue Angel to them a couple of years ago and had it back in 4 days i guess it boils down to whats wrong and how much work they have and same as you i was not kept informed so thats still the same
Click to expand...
Click to collapse
They told me that they need to replace the motherboard and that's it...I'm starting to wonder if anything happened to their system because they said they have been receiving lots of similar calls
I've had nothing but problems with HTC's repair center, I sent in my Kaiser due to several issues. They suggested I send it to them in the original box and needed to give them a credit card so they could charge a fee to diagnose the problem.
Weeks went by and they could not provide a status then one day I get a package delivered with the phone missing the original box and the phone wasn't even packaged for shipping, it was rattling around without even bubble wrap on it.
There wasn't a single note stating what work the performed or if they even charged me. I called and they couldn't tell me anything more than the phone was working within normal guidelines. The D pad was almost falling out the hinges wouldn't keep the phone closed and that was normal.
It's now the 3rd week and I still haven't received my phone
They escalated my case twice but the only thing they can tell me is that the phone is under testing...for the past 2 weeks
What the heck do they need to test for 2 weeks?
I'm going to ask for compensation if it doesn't arrive within this week.
I just got the new desire. The problem i got with the phone is that it discharges electricity and i keep getting zapped by it. So i called up the hotline and was told that i could get a 1 to 1 exchange because it was within 14 days of purchase. So i like a stupid fool brought the phone to the service centre expecting to get it replaced. But that was not the case upon arrival, i was told that it was up to them to decide if they would exchange it. So i had to go back and come again 4 days later as i did not have a spare phone with me. After sending the phone in and waiting for 6 days to get it backthe phone was still giving me problems. So i called up the hotline to find out what was done to the phone. But halfway through the call i had to hang up as i could not stand speaking to that person who could barely speak propper english. I next sent an email to htc. Their reply was that to fix the phone zapping me with electricity was to reflash th ROM. Why the heck would you reflash the ROM for a hardware problem? Now 1 week after getting my phone back i am still trading emails with htc and they can only reply 1 email a day! This is taking forever.
HTC really needs to improve its service centre, helpdesk and email support. This is the last time i am ever getting a htc phone. If you want to see the email conversation between me and htc let me know and i will copy and paste it here.
I don't have a lot of problem with the customer service quality, but I do have lots of problems with the way they communicate between departments
It is now the 20th day since I initiated the repair, and I still don't see the day I would actually get my phone back
I have called the customer service everyday, sometimes multiple times a day, but they have absolutely no way of getting a hold of my phone
Everytime I called, the status of my repair is always "the phone is under final testing". Final test my ass! What the hell are they testing? Some kind of stress test that takes 3 weeks?
They tried to escalate my case but that didn't do sh!t. I tried to contact the repair team directly but guess what they told me, they don't have a phone number!
So what they only do is send email to the repair center about the situation, and I highly doubt they actually check the email at all
I don't know how much I need to wait any longer. What other organization can I contact to help my situation?
Since u got you the google nexus one, have you tried contacting google? Its a long shot but it might work.
I guess you are from the US than if you are not getting **** customer service. I am from asia where english is not the first language of many countries. In singapore where i come from, htc hotline is outsourced to either china or taiwan. You get people who can hardly speak english even if their life depended on it. Mention a few key word and they would reply you like they are reading off a script. Its damn sad that the call centre sucks like this. I never had to deal with the call centre or service center when i was using the touch pro2. Now after this i think i am going to give up on htc and switch to motorola
thongster27 said:
Since u got you the google nexus one, have you tried contacting google? Its a long shot but it might work.
I guess you are from the US than if you are not getting **** customer service. I am from asia where english is not the first language of many countries. In singapore where i come from, htc hotline is outsourced to either china or taiwan. You get people who can hardly speak english even if their life depended on it. Mention a few key word and they would reply you like they are reading off a script. Its damn sad that the call centre sucks like this. I never had to deal with the call centre or service center when i was using the touch pro2. Now after this i think i am going to give up on htc and switch to motorola
Click to expand...
Click to collapse
yea I live in the US and the representatives on the line are all Americans...
I did try talking to Google...but unfortunately they are only responsible for the sales, so there is very little they can do about repairs
How much did they charge you for the repair. My girlfriend just drop her Droid Inc and the screen crack. I called there repair service to see how much a new screen would be but there closed
Qbfinest83 said:
How much did they charge you for the repair. My girlfriend just drop her Droid Inc and the screen crack. I called there repair service to see how much a new screen would be but there closed
Click to expand...
Click to collapse
I'm not sure about that...my phone's screen seemed to be fine according to their diagnostic
I think a screen replacement is around USD90?
Things are getting even more ridiculous.
I called 2 days ago on Saturday, and to my surprised they told me that it was finally done with all testing stages and was ready to be shipped.
Delighted, I confirmed with them that I should either receive it on Monday or Tuesday.
This morning I called to obtain a tracking number, and guess what...
IT WENT BACK TO TESTING!
This is in no possible way acceptable. It is already the 4th week since I sent it back for repair, AND THEY ARE STILL TESTING IT! They even pulled it back from the package just to test it again!
WTF is wrong with them? Are they on crack or something? Do they just randomly pick a order, delay the order just to piss the customer off? Because there is absolutely no way to get a hold of them?
Please everyone, I need some advice here.
ctbear said:
Things are getting even more ridiculous.
I called 2 days ago on Saturday, and to my surprised they told me that it was finally done with all testing stages and was ready to be shipped.
Delighted, I confirmed with them that I should either receive it on Monday or Tuesday.
This morning I called to obtain a tracking number, and guess what...
IT WENT BACK TO TESTING!
This is in no possible way acceptable. It is already the 4th week since I sent it back for repair, AND THEY ARE STILL TESTING IT! They even pulled it back from the package just to test it again!
WTF is wrong with them? Are they on crack or something? Do they just randomly pick a order, delay the order just to piss the customer off? Because there is absolutely no way to get a hold of them?
Please everyone, I need some advice here.
Click to expand...
Click to collapse
What i did was to go to htc website look for the feedback and ***** about them. After more than a week of trading email they are finally going to send someone to pick up my phone and deliver a loan phone to me. Not sure how this is going to workout this time.
Does anybody else having problems with their USB functionallity not working anymore? Since I have flashed ClockworkMod Recovery v3.0.2.7 and EagleBlood 1.04 the phone does not get recognized by any of my PC's anymore at all (my wifes G2x does). It does not matter if I activate "USB mass storage" and/or "USB storage". Also flashing back to stock recovery won't work anymore since the PC's won't detect the phone.
I'm following the tutorial:
Take battery out
Connect USB cable to PC
Hold Volume up + Volumen down on phone
Plug USB cable into phone
Nothing happens. My wifes phone shows up normal (on stock). It still charges thru the USB port though. I'm a little frustrated by now...
Another person has the same problem in LG Forums, but Techs did not really have an answer.
I bought the phone thru cellhub and T-Mobile store won't exchange. Can I send it straight to LG? Problem is that I can not unroot it neither can I put stock recovery on it without USB...
Are you using the Trinity kernel?
No, didn't touch the kernel. I'm a newbie and followed the tutorial here:
http://forum.xda-developers.com/showthread.php?t=1060715
Therefore I did the root, then flashed at this time ClockworkMod Recovery v3.0.2.7 and EB1.02. Later on I upgraded to EB1.04 because I tought it might be working then. Also I put back my stock image and did factory reset and wipe cache and java engine. Both did not bring the USB port back to life...
I think this is a hardware issue. A few other people reporting it. I'm currently chatting with a LG Rep... Let's see what the outcome is. She currently let me go through all their crap. Let's see what the outcome is...
Here my chat experience with LG:
Cristina: Hello Guest. Welcome to LG Electronics! How may I provide you with excellent service today?
Guest: Hi
Cristina: Hello there, how are you doing today?
Guest: I have an T-Mobile G2x which seams to have a broken USB port.
Guest: I bought it from an authorized T-Mobile dealer
Guest: Tried to exchange at T-Mobile store
Guest: they won't exchange it
Guest: the authorized dealer said I have to get in contact with you
Guest: for an exchange
Guest: any information how to do this?
Cristina: I really apologize that you are having this problem.
Cristina: Let me see what I can do to assist you with this.
Cristina: Allow me to ask, when did you purchase the unit originally ?
Guest: 20th April
Cristina: Does the unit was exposed to any liquid or felt down ?
Guest: no
Cristina: Is the usb cable or the phone itself ?
Guest: I have two USB cable and my wife has a G2x which connects fine with these cables to any computer I have. Therefore it is an issue with the phone.
Cristina: So you already try using the same usb cable with both phones.
Guest: Yes, my wifes G2x connects fine, mine doesn't...
Cristina: Oh I see.
Guest: It only starts charging, but no connection to the PC
Cristina: Allow me to explain you the LG Warranty.
Cristina: Ohh, one minute.
Cristina: Does it attempt to charge ?
Guest: I tried the USB Mass Storage Settings on and off...
Guest: The device just does not appear in Device Manager
Guest: Just like there is no physical connection, therefore I think the USB port is broke on the phone
Cristina: Did you already download the drivers ?
Guest: Mam, my wifes phone connects fine, therefore the drivers are installed.
Guest: Like I said, the device is not even detected by Windows just as there is no physical connection...
Cristina: I do understand.
Cristina: Let's check one more thing.
Cristina: Please go to Menu * Settings * Application, Development, usb development
Guest: Alright
Cristina: Please let me know what options is set.
Guest: All three options are off
Guest: USB debugging is off
Guest: Stay awake is off
Guest: Allow mock locations is off
Cristina: Perfect !
Guest: but still does not connect
Cristina: One last try, please try connecting the usb to another port, on the back if its possible.
Guest: Just did, does not show up on the computer, no USB symbol on the phone either...
Cristina: Ok in this case allow me to offer LG Warranty.
Cristina: Every LG phone and device has a one year limited warranty which starts from the date of purchase, or original purchase (If it was a replacement that is), unless you purchased a refurbished phone which has only 90 days of warranty. If you would need to send the phone or device to LG, we will perform a cover to cover check on the device to see what the issue is, if our technicians find that the issue is caused by any type of physical, liquid, or cosmetic damage on the device then fees will be applied, at this point you will be notified via email or through a phone call before doing any repairs. As well, this warranty will not cover the device if it was purchased through a non authorized LG dealer, such as E-bay, newegg, craiglist, etc…; if our technicians determine that the issue is a manufacturer’s defect, the device will be repaired or replaced by a certified refurbish unit. This process has a turn around time of 5 to 7 business days, from the day that our technicians start working on your device.
Guest: ok
Cristina: Would you like to send the unit for service ?
Guest: yes
Cristina: To make sure all the information is correct and that there are no mistakes so service could be set up properly, I would need you to carefully confirm your home phone number, complete physical address, and any other phone numbers that we might be able to reach you at, your email address and I would also require an ESN, IMEI or MEID number please. This number is written on a white label, which is located on the back of the phone once you take out the phone battery. I would as well require a purchase date.
Guest: ***
Guest: ***
Guest: ***
Guest: IMEI ****
Guest: Phone: ****
Guest: Other phone: ****
Guest: EMail: ****
Guest: Purchase date: 20th April
Guest: I think thats it?!
Cristina: Please allow me to set this for you.
Guest: ok
Cristina: When you are ready to send in a phone or device to LG, please do not include accessories, unless they themselves form part of the Return Authorization or repair service, such as (If you are sending in a phone): Battery back covers, batteries, changeable faceplates, Bluetooth devices, chargers, USB data cables, car chargers, Micro SD memory cards, SIM card (in case you own a GSM type phone), bare in mind that all the information on the phone will be automatically erased for your own privacy and security. You will need to deactivate the service on your phone (In case it is a CDMA type phone), also make sure to include a copy of the original sales receipt inside of the package, at this point you will cover the shipping to LG and LG will cover the shipping back to you, please try to get a tracking number from the shipper you will use. I will provide you with a return authorization number (RA#), which you will need to write inside and outside of the package. I will be providing both the RA# number and the address as well once service is set up.
Guest: ok
Cristina: The Return Authorization number is: ******. Your phone/device will be shipped to: (Stellar Wireless Technology Inc. 2151 Eagle Parkway Fort Worth, TX 76177).
Guest: ok
Guest: Do i need to provide an error description in the package?
Guest: Just to confirm, I only send the phone... I keep battery and battery door
Cristina: Not at all, I just included with the information
Cristina: That's correct.
Guest: Great... I think thats it then...
Guest: Thanks for your great help.
Cristina: You are welcome.
Cristina: If you have any further questions and you happen to chat back you could ask for me if you like.
Cristina: Have a great day!
Guest: will definitely do...
Guest: you as well
Cristina: Please share your experience with me by filling out the survey at the end of this chat session Thank you.
Guest: alright
Guest: bye
Cristina: Thank you very much.
Notice: Cristina has exited the chat session.
Should I send it in???
So what am I gonna do now? I can not unroot neither can I restore the stock recovery without USB. I guess I just put back stock OS, format and try to send it in for repair???
Mine had trouble until I toggled the data only setting.
Sent from my LG-P999
zPhreak said:
Mine had trouble until I toggled the data only setting.
Sent from my LG-P999
Click to expand...
Click to collapse
What setting is that exactly? My phone like I said is not even detected by Windows...
Don't you need USB debugging on?
Sent from my LG-P999 using XDA App
Like I said I tried "USB debugging" and "USB mass storage" option. Different combination. Windows just won't detect it. The device is going to LG today. Let's see what they going to do about it with fact it is rooted ...
Do you have a MicroSD card? You can copy the stock unrooted Rom to the MicroSD and install it from there.
If you con't have a MicroSD card reader, you could always plug it into your wife's phone and copy the ROM, then move the MicroSD back to your phone to perform the flash.
Yes, I do have one, but it's too late now, I just sent it off... But I thought you cannot have ClockWorkMod on it without phone being rooted. Thats what the tutorials saying, though...
LG is this a joke or what? I have talked to the lady on the chat. I was describing that my USB port is not working at all. She issued a RMA# and also told me I don't need to put in an error description with the phone. I'll put one in anyways.
I've sent the phone to them, got it back after two weeks. The USB port is still broke. The repair sheet says: Bad signal. Repair: Downloaded new software.
Are you freaking kidding me. I wasted 20$ for shipping a 2 week old phone to you and you send it back to me broke 2 weeks later...
Oh and BTW, there is no new software on it. The Version is still the same... What is your repair team thinking. That stupid guy will not realize it anyways?
hire4blood said:
LG is this a joke or what? I have talked to the lady on the chat. I was describing that my USB port is not working at all. She issued a RMA# and also told me I don't need to put in an error description with the phone. I'll put one in anyways.
I've sent the phone to them, got it back after two weeks. The USB port is still broke. The repair sheet says: Bad signal. Repair: Downloaded new software.
Are you freaking kidding me. I wasted 20$ for shipping a 2 week old phone to you and you send it back to me broke 2 weeks later...
Oh and BTW, there is no new software on it. The Version is still the same... What is your repair team thinking. That stupid guy will not realize it anyways?
Click to expand...
Click to collapse
With all do respect as I completely understand your frustration (I'm on my 5th G2x, long story), however I noticed you mentioned in earlier posts that you were unable to unroot your phone before sending it in for repairs... Any chance that "updated software" was them flashing you back to stock?.. However the fact that they didn't even repair the USB port and that the online chat specialist assured you that info was included... is complete nonsense.
Sent from my LG-P999 using XDA App
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....
Recently I sent my N5 to LG for RMA. The wait period they gave me was 5-7 days and to allow an extra two days for delivery back to my address after that. However it's been almost two weeks now and I haven't gotten a phone call or an email from LG. So I want to use their RMA tracker but I need my serial number, which I don't have.
EDIT: LG has confirmed that my device is lost and they have not received it. However, they know it was picked up by DPD on December 9th. This sucks and it's only a matter of time before I'm in a heated conversation demanding a replacement. To make it worse, the representative told me that he would call DPD and then call me back within an hour. It's been 6 hours since then and I have not received a single message, let alone a phone call. LG's service seems to be quite poor. Granted, the shipping error was NOT their fault. But it wouldn't kill to actually do something about it instead of telling me they'd call me in an hour and then not do it at all.
If you still have the orginal box, the the serial number should be on the label.
If you don't have the box, check your invoice.
audit13 said:
If you still have the orginal box, the the serial number should be on the label.
If you don't have the box, check your invoice.
Click to expand...
Click to collapse
Unfortunately I don't have either. I called LG and it confirmed my worst of fears. They haven't received the phone and now my N5 is lost in the courier's network. This sucks so much.
I guess you'll have to file a claim with the courier company?
audit13 said:
I guess you'll have to file a claim with the courier company?
Click to expand...
Click to collapse
They said I wouldn't be authorised to talk about it because it was a collection from LG. So LG has to sort it out with DPD. Will call back again tomorrow.
Sent from my GT-I9505 using Tapatalk