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I don't know whether its my bad luck or whether this is the typical level of customer service people can expect from HTC but I wanted to share my experience so that people might be more careful when purchasing a device in the future.
On June 28th I purchased a sensation from Expansys. Within one week of purchase I realized that there was a problem with the speaker. I returned the unit to them and requested an exchange with a new device, as the unit was a few days old. In order to receive a replacement I needed to wait until the HTC service center examined the device. What I didn't know was that it would take about three weeks for this to happen. So on August 4 I got a replacement.
The second unit run well until the end of October, where a dead pixel appeared. I contacted HTC Cyprus, fearing that the problem might increase over time. They confirmed that it was indeed a problem covered by warranty, but they would need to ship my device to Greece and that it would take approximately 7 - 10 days to have it fixed. After almost a month of waiting and several calls/complains to HTC Cyprus I got my unit back on Friday 2nd December in the afternoon. What appeared strange was that not only did they change the LCD but also a large number of other components which also changed the units IMEI. When I went back home I fully charged the unit and attempted the OTA update. During the update the phone turned off and could not be turned on again! Total brick.
Early the next morning I took the unit back to HTC Cyprus and was told that they would get it sorted by Monday afternoon as it was merely a software issue. On Monday, their technician advised me that the motherboard needed to be replace and hence, the unit would need to be shipped back to Greece. I complained and asked for a replacement and even offered to pay a small amount to have it replaced but I was told that this was not possible and that the only solution was to ship it back to Greece for fixing.
Today, I tried contacting HTC Europe in a desperate attempt to get a replacement. After an hour over internet chat, the best response I got was:
"Jon: We are HTC UK, but do deal with other European countries. Currently it is not possible to replace the handset. If the device is still faulty when returned from repair, then we may be able to replace the device."
Apparently the fact that over a five month period the phone was in service centers for over 2 months was completely irrelevant!
I don't know whether this is the typical customer experience customer should expect when purchasing an HTC unit, but be warned. It can happen to you too, and apart from complaining on forums there is not much you can do!
Yea HTC is nothing like APPLE who in my opinion has the best customer service ever. My sensation had touch screen issues so instead of getting a replacement they fixed it at their repair center took 4 weeks, but I had to pay for it too cause somehow the void seal was broken!!!!! rage!!! If you took a broken iphone to apple store, they would be like :
apple technician: Yeah this phone is like i donno, I dont really know whats going on. Just have a NEW ONE!!!
this is extremely poor service imo. serious complaining required I feel
good luck OP
Sorry to hear about your bad experience. I had a great experience when my 2 month old g2 broke. I called they gave me an RMA number. I sent it out on a Monday got it back the next Monday.
timothy918 said:
Sorry to hear about your bad experience. I had a great experience when my 2 month old g2 broke. I called they gave me an RMA number. I sent it out on a Monday got it back the next Monday.
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Same experience I had with my G2.
Hey petros did u finaly end up with a working sensation? I wish i had read your post before bying my sensation xe. Do u or did u experience any problems with losing audio during calls?
So I just discovered a side on my bezel that "clicks" in a little. I didnt notice this before and ive had the tablet for about a week and a half. It doesn't bother me that much but I wonder if it didn't exist or got worse since I've gotten it. I can still exchange it with best buy but I dont really want to seeing as it doesn't bother me and I think I got pretty lucky cause I don't have any other problems with the tablet. So I want to keep it, but the only thing thats worrying me is the possibility of it getting worse.
Say it does get worse. If in 3 months the bezel starts to come off or something, what's Asus's included warranty. Is it a year? And how good is the coverage, will they replace it if I didn't do anything to damage it? Anyone have some experience?
Sent from my ASUS Transformer Pad TF700T using xda app-developers app
I actually think that their warranty and RMA system is pretty good. The length of the warranty is written on the sticker with the serial number on it. It is the 2 small numbers at the end and should say "12" (meaning 12 months). I RMA'd my TF201 for a broken HDMI port a couple of months ago. I was a little anxious doing this as there were some horror stories on the Prime forum. However, it went really smoothly for me. It took about 10 days door-to-door. The only thing I had to pay for was shipping it to them. My Prime came back repaired and looking just as it did when I first sent it to them. Unfortunately it came back with the bootloader relocked and I was unable to unlock it again ('unknown error' problem) so I sold it on CL and now have a shiny new TF700!
paddycr said:
I actually think that their warranty and RMA system is pretty good. The length of the warranty is written on the sticker with the serial number on it. It is the 2 small numbers at the end and should say "12" (meaning 12 months). I RMA'd my TF201 for a broken HDMI port a couple of months ago. I was a little anxious doing this as there were some horror stories on the Prime forum. However, it went really smoothly for me. It took about 10 days door-to-door. The only thing I had to pay for was shipping it to them. My Prime came back repaired and looking just as it did when I first sent it to them. Unfortunately it came back with the bootloader relocked and I was unable to unlock it again ('unknown error' problem) so I sold it on CL and now have a shiny new TF700!
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Unfortunately my RMA experience was polar opposite to yours. 2 months without a tablet and NOTHING was fixed, it was returned with broken components exactly as i sent it. Very little communication, horrible customer support, we even got hung up on when we called about it. Overall -1 / 10 for customer service.
I havne't used the Asus RMA service yet (and probably never will), but I *have* read *alot* of horror stories about people getting the device back in worse shape than it was in when they sent it to them.
Plus, Asus makes you pay the shipping, which really blows - if there is a defect that I didn't cause, I should not have to pay to ship it to them to get it fixed.
I love the idea behind the Asus Transformer line of devices, but to be honest, Asus really kinda sucks overall (software QA, hardware QA, tech support and hardware support).
Their QA is simply un-acceptable - folks should *not* have to worry about exchanging a $500 device 5 or 6 times in order to find one that is just "acceptable".
I really can't wait until other vendors start making nice keyboard docks - when that happens, I think I will be saying goodbye to Asus for good. Unfortunately, right now there just isn't much real competition with a good keyboard dock, but they are slowly starting to crop up.
Sent from my ASUS Transformer Pad TF700T using Tapatalk 2
pileot said:
Unfortunately my RMA experience was polar opposite to yours. 2 months without a tablet and NOTHING was fixed, it was returned with broken components exactly as i sent it. Very little communication, horrible customer support, we even got hung up on when we called about it. Overall -1 / 10 for customer service.
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Which repair facility did you send it to and when did you RMA? Reading that thread on the Prime forum it seemed that the facility in Texas that I sent mine to was absolutely clueless to start with. They did seem to improve after a few months after the release of the Prime lol. I think yours might have been one of the horror stories that made me not want to RMA!
Sent from my Nexus 7 using xda premium
I believe happily there is no shipping fee when you RMA in Europe.
Hopefully Lenovo will start with a kick with their tablet+dock bundles, but so far they have worse times between announcing and actually selling than ASUS.
RMA'd other items
Sent a PC motherboard back to them a few months ago.
I got the same board back repaired after a month (they covered shipping.)
Sent a soundcard back to them last year and got a brand new card back after one week.
12 month limited warranty is not too bad on this tablet.
The registration process on the Asus member site kind of scared me.
Said my S\N was invalid...retyped it 10 or 11 times and it finally flew.
Thats OK said:
Sent a PC motherboard back to them a few months ago.
I got the same board back repaired after a month (they covered shipping.)
Sent a soundcard back to them last year and got a brand new card back after one week.
12 month limited warranty is not too bad on this tablet.
The registration process on the Asus member site kind of scared me.
Said my S\N was invalid...retyped it 10 or 11 times and it finally flew.
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Really strange how you guys struggle with RMA, why does the retailers not assist you guys aswell?
Degaron said:
Really strange how you guys struggle with RMA, why does the retailers not assist you guys as well?
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Amazon has been vewy vewy good to me (no sweat on the occasional return.)
So for all my no tax high dollar purchases I will usually run to them (that's if I am able to wait a day or two.)
The other 2 things came from Fry's (carry out) and after 14.999 days your a bit out of luck with them as a retailer.
Don't forget that depending on your credit card you have some protection.
Sent from my Galaxy Nexus using xda app-developers app
All I can say is that thier RMA experience sucks. I had to send mine in after I bricked it and they not only waited 4 weeks to finally contact me but I contacted them 6 times and finally got to talk to a supervisor and ripped his @$$ for the piss poor customer service. The day after my final call they finally contacted me with the repair cost of $279 to replace the motherboard and labor. We'll have to see how long it takes them to repair it and send it back. Needless to say I'm not buying ASUS products anymore.
I cannot vouch for Asus TF700 warranty, however I did purchase a UL30A from them a couple of year ago. During a flight the corner (hinge) cracked and I sent it in (I paid for outbound shipping). They replaced the plastic casing, but didn't actually replace the hinge and over the next 6 mos the piece came loose and disjointed. Now I have to be very careful when I open or close the lid and I usually keep it open just so I don't stress the joint. I wasn't thrilled with their job.
My TF700 (just started yesterday) has a weird screen click (very faint) when I tab sometimes depending on how hard I tap and where I hold it. If this problem worsens I will probably return it through my credit card (many credit cards extend the return period) and get a new one.
I purchased it in the UK on the 3rd Feb so about 4 weeks out of the free 3 month accidental replacement warranty, do you think they will replace it out of goodwill considering it's only 4 weeks out ?
I would contact Huawei and ask them. We can do nothing but speculate.
Sent from my MHA-L29 using XDA Labs
I'll give them a ring in the morning.
Yes....they have a VIP protection in your case, in mine, they sent the dhl service to my home, packed the phone and they returned a new phone two weeks later, my mate 9 was grey they returned to me a golden one, so make a call to Huawei service, and have in hand copy of your purchase receipt to pack with the phone to send to Huawei service center.
I'll try them this morning, I'm 4 weeks over the vip protection so I'm hoping they do it out of goodwill considering I've only had the phone 4 months.
Spoke to huawei they won't repair it free of charge, not having any of it, even though I've only had the phone 4 months and it's only 4 weeks over the screen replacement warranty programme, whilst i understand it's out of glass warranty, i don't warrant only 4 weeks as being way over and I'm pissed off tbh, i will not purchase any phone that has a warranty by huawei again ?
Its a goodwill warranty not many brands offer free screen replacement! Hard to **** on Huawei in this case!
How much did they quote for out of warranty replacement?
I agree. Huawei are pretty generous even offering the three months free screen replacement. If you want a phone with a longer free replacement, you will be waiting a very long time.
With your next phone, either get a paid-for insurance or treat it more carefully.
Yes i know they offer it free but that's the worst part knowing I'm only 4 weeks out, i wouldn't have been bothered if they didn't offer this at all that i wouldn't have known, the fact it's only 4 weeks out is poor on huawei's part, they said possibly around £110 all in, I'm not paying that, i just won't buy huawei again, in fact I'm waiting for the one plus 5 launch tomorrow and will be pre ordering, now i have a £600 paperweight and huawei are not interested, i won't be interested in any of their phones in the future.
Sorry, I don't understand, you are out of warranty and you blame huawei for don't repair your phone for free?
It just sound weird...
It's not out of warranty, it's warranty until 2020, it's the screen which is 4 weeks out of warranty.
..... and it is the screen that's damaged
Stop complaining its not their fault you cracked the screen. LCD is about 30-40 usd and repairing phones is so easy.
I'm sure if it happened to you and there's no le way in the warranty whatsoever you would be moaning as well, i didn't ask for your opinion, i asked if it happened to anyone else and what the outcome was. If the shoe was on the other foot and all that.
If it was me the screen would of been replaced already. Would of bought the lcd and replaced it, it is soooooooo easy. $40 is not that bad for an lcd. Not giving you my opinion just saying the truth. No one cares if you think that huawei is being unfair or if you're not thinking of buying another huawei phone. Take from this and fix it yourself!
Out of warranty is out of warranty regardless of length. YOU broke it. 1+ wouldn't do any different. Buy a replacement screen and repair it yourself if you don't want to pay them to do it.
Warranty may be meaningless depending on the country you are in.
I bought my phone retail in Australia, dropped it from shirt pocket, in the original case which was on temporarily instead of usual tough case. This transferred force to edge of glass, massive fractures throughout the screen.
I contacted Huawei to find where I could get it officially repaired, maintaining my two year warranty. I was initially told by Huawei customer service after verifying my IMEI number, that I qualified for free screen replacement, but at 6 months this is not true. Australia is 3months, (New Zealand is 12months) for screen replacement I asked for the repairer details, only one company does official repairs in Australia.
Calling the company... $350 but they are waiting for parts... 3-4 weeks. Thinking it strange they can say that so quickly, I pressed for further details.
Apparently they don't repair Huawei, they swap them over and there was an indeterminate period before they would have stock again. I saw information elsewhere they were sending out mate 9's as replacements for Nexus 6p's with dying batteries, I guess that's where their stock went.
I asked Huawei to authorise a third party repair, as there are numerous places in nearby city, rather than interstate for their sole repairer that couldn't repair/replace it. They refused.
So basically I am wondering why I bought retail for a local warranty, when the company is incapable of maintaining supplies to honour any form of the warranty. Investigating further, anyone getting an Australian repair/warranty completed in less than a month for a Huawei is doing very well indeed.
It would be better to buy grey market, and immediately use any local repairer as required, with the saved money from grey import likely covering the first repair. The saved time... a day or so vs a month or more.
I asked Huawei if they would honor the original statement by customer service, PARTICULARLY in light of they were unable to provide a timely repair too.
Five weeks, and much wasted communications later they declined to oblige with a repair and Huawei support told me there were screens finally supplied to the repairer. The same repairer that told me outright they don't repair Huawei units at all. Someone's telling stories and my trust has plummeted. I've also subsequently investigated the satisfaction rate of their repairer and wouldn't trust them with anything other than a direct swap (which clearly accounts for the few positive reviews they have, others are sent phones without batteries, headphone sockets and other mind boggling faults) So, two months later my screens still broken, time to find repairer or supply of a genuine screen, seems half the screens on fleaBay are aftermarket unknown quality.
4 weeks is like 33% of the whole warranty time. If it was half a week, yeah why not. But not a month after a 3 month warranty...
Huawei is nice to include that warranty, so they're not to blame there.
Yeah it's pretty poor on huawei's part, no form of goodwill gesture whatsoever, i will not purchase anything huwawei again.
Can't tag on this thread for some reason but to whoever said it's 33% of warranty gone, don't be so bloody ridiculous! Of course it's 33% it's only 3 month to start of with, what a stupid statement, it's 4 weeks out not 4 pissing months! Jesus, anyway it's on the scrap heap, waiting for my pixel 2 xl which will be here next week, peace ?
Im in South Africa and im entitled to 2 free screen repairs within 24 months warranty. first 3 months is for main board replacement. Pretty sweet deal this.
Similar to what Samsung offered on the S4 and S5
Unfortunately after 3 days use, cracked screen. A fall on the cement with a case on it, but it was too much.
Sad day. Hopefully replacement parts might be available sóon
Same happened to me just now.
I dropped it (with the HTC case on), and the screen cracked.
The drop was about 1 meter :-/
I feel sick now...
hek.je said:
Same happened to me just now.
I dropped it (with the HTC case on), and the screen cracked.
The drop was about 1 meter :-/
I feel sick now...
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Same for me, was out walking the dog and the lead pushed the phone out of my pocket. Landed on the top left corner I think at first glance was fine barely even a mark on the case but when I got home and put the phone down that there was a weird reflection and turned the screen on and saw a crack going a cross from top left to just over the power button.
Have contacted HTC to arrange a repair which is chareable as they seemingly void the warranty when the screen is cracked...better get warranty back on it after they fix it.
I was just about ready to sell my u11 thankfully still got it so using it now altho complete stock sucks lol and had relocked bootloader so no warning screen on boot sigh....
Hmm I contacted HTC (Netherlands), and they told me that it's not under warranty.
I'm going to call again on monday and try again!
The crack on my phone runs from the power button down to the left bottom side.
hek.je said:
Hmm I contacted HTC (Netherlands), and they told me that it's not under warranty.
I'm going to call again on monday and try again!
The crack on my phone runs from the power button down to the left bottom side.
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Warranty don't cover user fault. I mean, if the phone shipped damged than you can get it cover.
Sent from my HTC U12+ using Tapatalk
I have just got the quote for repair my screen, not the actual quote as they still can't give me a the proper ticket number etc.
The cost for me to ahve the screen replaced is £285 which is almost 50% of what I paid...not bad ehh. Think this will be my last HTC phone have had them for years but losing my phone and then a ridiculous repair cost is not good.
Jump1ng said:
I have just got the quote for repair my screen, not the actual quote as they still can't give me a the proper ticket number etc.
The cost for me to ahve the screen replaced is £285 which is almost 50% of what I paid...not bad ehh. Think this will be my last HTC phone have had them for years but losing my phone and then a ridiculous repair cost is not good.
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Well that price tag is the same with every other manufacturer. So it's something you would have had to deal with on a Sammy or OP as well... it's nothing ridiculous actually. That's why I took care to get mine insured as soon as it arrived.
Sent from my HTC U12+ using XDA Labs
5m4r7ph0n36uru said:
Well that price tag is the same with every other manufacturer. So it's something you would have had to deal with on a Sammy or OP as well... it's nothing ridiculous actually. That's why I took care to get mine insured as soon as it arrived.
Sent from my HTC U12+ using XDA Labs
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Yeah but the best thing is that the phone been in the repair centre since the 13th and still haven't got the actual quote so I can't even pay it and they never got me the UPS return label so I also had to pay for the shipping back to the factory.
Been in touch with the support for every day for well over a week and still not actually got a proper ticket number that I can track and just keep getting a new ticket number that doesn't work plus mixing up the serial number.
So think this will be the last HTC phone for me as my U11 that was faulty when I got it also took weeks to get replaced as they kept saying they where going to try and repair it.
Jump1ng said:
Yeah but the best thing is that the phone been in the repair centre since the 13th and still haven't got the actual quote so I can't even pay it and they never got me the UPS return label so I also had to pay for the shipping back to the factory.
Been in touch with the support for every day for well over a week and still not actually got a proper ticket number that I can track and just keep getting a new ticket number that doesn't work plus mixing up the serial number.
So think this will be the last HTC phone for me as my U11 that was faulty when I got it also took weeks to get replaced as they kept saying they where going to try and repair it.
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Well that's standard. Spar parts need to be delivered to the partners in the specific regions. Such things always take 4 - 6 weeks after the first devices shipped. Some manufacturers even need 8 to 10 weeks to provide the needed parts and prices.
Sent from my HTC U12+ using XDA Labs
so any news on spare parts, i allready ordered a new back for my 5 days old u12+ but one day after i ordered it i need allso a new display, it fell from about 30 cm height on the ground and i was shocked thatthe display broke alltough it was in the original case
lousy performance by htc after the tank of a phone htc 10
Can't believe it happened to me. My U12+ fell out of my pocket -- maybe three feet -- and shattered!! I'd been using it in the wild for just four days. Had it in the case that came with the phone. (The case I planned to use is arriving tomorrow.)
I'm horrified. This phone can't be dropped three feet?? It's defective by design.
Now, the aftermatch. I contacted HTC US and they said they wouldn't touch it because I have the Hong Kong variant. I'm supposed to coordinate with HTC Hong Kong. The repair shop up the street said they could fix it for $150 if I was willing to wait two weeks for parts, so I'm trying that.
Insult to injury, I thought I had insurance, but it doesn't kick in because T-Mobile hadn't registered the phone.
Will keep everyone posted about the repair. It would be great if there was a cheaper third-party option.
pixelvisions said:
Can't believe it happened to me. My U12+ fell out of my pocket -- maybe three feet -- and shattered!! I'd been using it in the wild for just four days. Had it in the case that came with the phone. (The case I planned to use is arriving tomorrow.)
I'm horrified. This phone can't be dropped three feet?? It's defective by design.
Now, the aftermatch. I contacted HTC US and they said they wouldn't touch it because I have the Hong Kong variant. I'm supposed to coordinate with HTC Hong Kong. The repair shop up the street said they could fix it for $150 if I was willing to wait two weeks for parts, so I'm trying that.
Insult to injury, I thought I had insurance, but it doesn't kick in because T-Mobile hadn't registered the phone.
Will keep everyone posted about the repair. It would be great if there was a cheaper third-party option.
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Good luck on the repair. I would see if a repair shop locally could repair it. I just had a sub par experience with the USA HTC repair department recently. I bricked my phone and decided to send it back to HTC to see if they could revive the phone. After 5 weeks they sent it back to me and it still was not working correctly. I decided to see if I could resolve the issue which I was able to. Thank goodness. I would have hated to send the phone back to HTC for nothing again.
mauiblue said:
Good luck on the repair. I would see if a repair shop locally could repair it. I just had a sub par experience with the USA HTC repair department recently. I bricked my phone and decided to send it back to HTC to see if they could revive the phone. After 5 weeks they sent it back to me and it still was not working correctly. I decided to see if I could resolve the issue which I was able to. Thank goodness. I would have hated to send the phone back to HTC for nothing again.
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Man! Make me nervous when reading this lol. The warranty on HTC device isn't up to it standard.
Sent from my HTC U12+ using Tapatalk
I'm sorry if I made you feel uneasy but I figure just wanted to give you a head's up on HTC repair service. I found another thread on this particular topic and it was disappointing to read all the issues customers had with HTC repair (USA).
next time if you have a warranty issue, you can try asking the HTC DACH contact on facebook/twitter... they are actually replying properly and maybe even able to help properly. it's sad to see so many bad things with USA repair as in Europe it's quite good...but also depends on if you are in contact with them per private message or just via e-mail... via private message on facebook it works out much better
Two and half weeks later, the local repair shop tells me they ordered the wrong part (probably for the U12 Life) and worse they are unable to source a U12+ replacement screen anywhere in the world. I can't find a place to buy one either, with the sole exception of an Indian supplier asking more than $300.
Does anyone know where one can buy a replacement screen? Or how much HTC charges for repair? If it's more than $200 I'm giving up on this.
pixelvisions said:
Two and half weeks later, the local repair shop tells me they ordered the wrong part (probably for the U12 Life) and worse they are unable to source a U12+ replacement screen anywhere in the world. I can't find a place to buy one either, with the sole exception of an Indian supplier asking more than $300.
Does anyone know where one can buy a replacement screen? Or how much HTC charges for repair? If it's more than $200 I'm giving up on this.
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Just happened to me, over the phone they quoted me $2-300, but it could be more or less after sending it in. I asked what is the point of a warranty and they said it's only software issues, and it doesn't cover user damages like cracked screens. Anyways, you and I are sinking in the same boat, with HTC not selling any screens themselves, or providing other alternatives besides their own repair center. Scam company at this point
HTC cracked screen repair update:
1. I sent HTC my U12+ to repair due to a cracked screen.
2. They email me asking for a credit card to charge for the repair ($200). They asked me to call them. They did not provide a phone number.
3. I called and they ultimately said someone will call me back in 24-48 hours to take payment because they can't take payment.
4. When asked how long it will take to repair once they have payment, he said they usually take 3 week from the time they receive the phone.
It's been 7+ weeks since they received the phone.
How do I get in touch with the Indian dude, I'll spend the 300 to look at the screen without cracks. Guess I got lucky if you call it that, everything works and the cracks aren't that bad but it is disconcerting that a screen can't be had anywhere.
VidJunky said:
How do I get in touch with the Indian dude, I'll spend the 300 to look at the screen without cracks. Guess I got lucky if you call it that, everything works and the cracks aren't that bad but it is disconcerting that a screen can't be had anywhere.
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A website called "cellspare" sells the screen, but it's $339. I made the resolve to wait two months and see if screens are cheaper.
I set my phone down and picked it up only to find dead Pixels in the lower right of the screen! Anyone else have this happen. I haven't dropped the phone or gotten it wet. I am sending it off to Samsung Thursday. I hope they fix it and don't come up with some excuse to to warranty the dead Pixels.
I've had this happen as well. I sent it off to be fixed but when it came back, the front display wasn't working. Now I'll have to send it off again...
What a mess. You would think they would just give you a new phone. They wanted me to take it to one of these fix it places here in Dallas. I opted to send it to the official samsung repair. We shall see.
Yep, me too
This just happened to me an hour ago. I have not damaged the phone in any way. I hope this doesn't turn out to be another Galaxy Fold debacle.
Update: I just called Sprint and since I am within the 30 day satisfaction window, they are going to replace my phone. If this happens again then I'll be highly disappointed!
yopiggy said:
What a mess. You would think they would just give you a new phone. They wanted me to take it to one of these fix it places here in Dallas. I opted to send it to the official samsung repair. We shall see.
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Hey what was the update ? I live in dallas too. and I have exactly the same concern. Its good to know what they say before i go there.
Same here. I sent it in for repair, got slammed back with out of warranty due to an invisible scratch in a totally different spot, with their own admission is unrelated to the dead pixel and fault in the screen, and is only on the outer cover...but still invalidate warranty....I switched to Samsung 3 years ago, I might be trying google next...can't replace a good customer service when it matters.
I took my phone to the Samsung repair place uBreakiFix located at 6205 Coit Rd Suite 336, Plano, TX 75024. They fixed it under warranty. Now my phone is really getting hot. So hot is is starting to burn my face when I talk on it. Looks like i will be calling samsung again. I am afraid this thing is going to explode.
Dead Pixels x2!
I am already on my 2nd Galaxy Z Flip and now trying to get #3! My first phone developed a spot of dead pixels in the middle of the screen. They magically appeared less than 24 hours after I received it. It was only plugged in to charge overnight, so I know that they were not caused by me. It then took over 3 weeks of multiple calls to finally get it replaced! At first, they kept trying to get me to send it in for a refund, and then told me that I could just buy a new one to fix it. I told them that they were dumb and that this was not a logical option. I received this phone through the Samsung Device Insights program for 1/2 price and a replacement would cost me the full amount.
Finally, after spending another hour on the phone and telling my story for the 50th time, I finally got through to someone in a higher up support office. He agreed with me that the previous calls and my experiences were ridiculous. He took the time to contact a local authorized Samsung repair store where he could send a replacement phone for me to pick up. On the bright side, I only had to turn in the phone, and I got a completely brand new one in the box. He said I could keep all the accessories from the original phone. While it did take a few days longer than I was originally told, I did eventually get the new phone.
Fast forward to today, I have had this replacement device for exactly 20 days. I am presently at work and when I opened the phone to check my messages, I found MORE DEAD PIXELS! Just like the last phone, they are always visible, only this time they are at the top of the display. I made another call back into Samsung, and I am currently waiting for a return phone call from Anthony. He just so happens to be the same upper level support person that I spoke with last time. He was the only one that was able to get the phone swapped out. Now I am hoping he will call me back to get this taken care of again.
I will say that If I do not get a call today as promised, I am sending it back for a full refund and I will never again buy another Samsung product. I am leery about even getting a 3rd unit after the horrible experiences I have had. Have any of you had similar problems and did they get your defective phone screens repaired/replaced as promised? So far, I am very underwhelmed and think that Samsung has a long way to go to provide proper customer service.
Me too
I've had a Z flip for 5 months and tiny dead pixels on the top of screen.
I've never dropped nor wet.
I went to Samsung repair shop in London and they told me that they can't repair under warranty and I had to pay 99 pounds.
They mentioned that they could see tiny scratch on the screen which I couldn't see my eyes.
My friends told me that Samsung after care are terrible and I agree that.
I've been carefull this phone and I've never had a problem with dead pixels before.
I felt I was conned and very disappointed with Samsung