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What trials and tribulations did you have to go through? What was your end result and were you happy with that end result? Here's a brief outline of what i went through.
I recently bricked my phone and had to spend almost 2hrs at an ATT store making arrangements to get it replaced under warranty. Since i bought my Tilt on Amazon (got a deal w/a new line of service for $50 usd.) Amazon told me to talk to ATT, ATT said talk to Amazon, ATT told me to go talk to the local repair shop. They were closed, and i had no phone cept the paperweight that was my Tilt. Since all this was on a Sunday everything closed early and i ended up buying a cheapo "Go" phone to use.
Called ATT warranty support from work, they said they never even saw the Tilt on my plan but they did see that damn Go phone. Thats when i was told to go to the store and show some ID and what not. Everyone was really helpfull at the store and after waiting on the phone at the store, we eventually got to the people that can replace the phone.
The only thing that sucks now is that i'm getting a refurb as a replacement, but beggars can't be choosers.
I do have a few questions now though. Right now the phone doesn't start up at all, should i worry about ATT spotting what i did wrong? If so should i find a large and powerful magnet in the hopes of corrupting or erasing the data on the phone? I'm just curious what other's went through having to replace their phones and am only partially kidding in regards to magnet thing.
I'd also like to stress that i'm not asking for any criminal malfiesence, just the story you have and how hard/easy was it for you to get your phone replaced. It doesn't have to be an ATT phone either.
I also bought my Tilt through Amazon on their $50 deal last month, and mine experienced the Red Light of Death RLOD within 2 weeks. Took it to the local ATT store, they said I needed to deal with Amazon since the phone was less than 30 days old.
Went to Amazon.com, filled out the forms to return/exchange the device and within two days, I had a new Tilt. I can't believe how easy it was. During those two days, I went back to my old Symbian powered Nokia 6670.
Before I packed up the old Tilt in the box to return, I tested it with the new battery, and it booted up (which allowed me to reset the device)....so for grins, inserted the old battery into the new Tilt and experienced the RLOD, so in my case, my dead Tilt was due to a defective battery.
Lessons that I learned...1. if my new Tilt dies, make sure the guys at the ATT store give me a new battery to try. 2. Keep a spare charged GSM phone in my cars in case if my Tilt dies while I'm out (I was a T-Mobile/Voicestream customer for 10 years before switching so I have a box full of GSM phones). 3. Amazon.com is really easy to deal with.
Snowreaper said:
-snip- I recently bricked my phone -snip-
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Click to collapse
And because you broke it, it's AT&T's responsibility to replace it?
That being said, when I first got my 8525 after my Wizard died, I bought it from ebay and it developed a problem. Call up AT&T on the hardware line and tell them that your Tilt won't turn on anymore. If they give you static, ask for a supervisor. You'd be very surprised how well the "supervisor game" works is all situations.
I bought mine from NewEgg & around 30 days in "up" on the d-pad stopped working 90% of the time. I took it to an AT&T store, showed a rep the problem & he gave me the number for the warranty exchange. I called them up, explained the issue & 2 days later I had my newly refurbished phone (verified with ~1 hour inbound & outbound usage each). The new one seems to be working without issue so far.
Overall I'm satisfied with the AT&T support on this considering they don't offer any paid extended coverage on the phone anymore.
Has anybody else had issues dealing with HTC support and been able to get any decent resolution?
I have been waiting for over 3 weeks since originally logging a support request on June 21 for my Google Nexus One to undergo a warranty repair because it would not power on, nor would it charge the battery.
I had shipped the phone June 23, and it had arrived at the Markham, Ontario facility on June 24.
On July 3, I had received a notification that it had finally arrived at the Houston, TX facility with the following status:
Status: We have received your phone at HTC service center.
Service Type: Repair
Issue Description: power button is not working
It is now July 14, and there has been no change to status at all. This is well over 25 days from original shipment, when I was assured by HTC that it would only require 7 days to repair and return the phone.
I have made more phone calls to the support line than I feel should be necessary, and I have received the following excuses from HTC staff:
- Markham only ships twice weekly to Houston
- It's in the repair centre, so it will only be 2-3 days longer
- The Houston facility has relocated to a larger facility, so expect a 2 day delay
- There's nothing we can do but escalate your ticket, the repair facility and call centres are 1000 miles away. We just can't walk over and get an update.
On two occasions I have asked for escalation, and for a phone call to let me know when I can expect my phone to be returned in working order. The first time was 2 weeks ago, and more recently on Friday I had requested a re-escalation.
To date I have not received a phone call apprising me of the status of my repair. I have little confidence in the support processes that HTC has put in place to have my warranty repair completed in a timely manner.
This has been a very trying experience for me at a huge inconvenience in that I have no phone to conduct my daily business and the fact that I have to constantly call HTC support center to request updates and resolution to my incident.
In short, I feel that HTC support staff have not been forthcoming, and in general, their attitude, including the supervisors, is "Nothing we can do for you, we don't care and we'll say anything to get you off the phone."
I am at the point now that I feel that I must give up on HTC and go to a competitor, and also at the point where I feel I would recommend my colleagues also do the same. I feel that I have been more than reasonable in my expectations for resolution and I consider HTC to have completely failed to address any of my concerns.
Any feedback from forum members is greatly appreciated,
cbrf4
I live in GA. I have had only one experience with HTC customer service. I called about my battery and explained that it was draining very quickly. The representative I spoke sent a new battery to me overnight at no charge. They told me to keep the battery I had.
I think that customer service experiences vary and I don't know what makes this so but in my experience the service has been excellent.
You should ask since its been 3 weeks, to send you a new one or have it replaced. I heard HTC supports been pretty good, from what i've read on this forum. They usually send phones out the next day when their doing a warranty replacement.
You should consider escalating your issue to higher-ups instead of talking to the phone reps. They will robotically feed you any line just to get you off the phone and move on to the next customer. Talk to a supervisor and make some demands. You are thier customer. Let them know that you are not happy.
It worked for me.
I'm really sorry about your experience, OP, and if I were you, I'd probably be at least as upset as you are, if not spitting, screaming mad.
Everyone has bad experiences with every company sometimes. This doesn't mean HTC is a bad company. Google has pissed me off to no end a few times, but I still <3 them.
People get pissed at me all day long at work, but we're still amongst the best in the industry we're in.
I've had good phone support experience with HTC. If I don't like a rep's answer & knowlege, then I would exculate to another.
I called for a replacement on 7/7, and they still haven't ship the replacement as of today. The return label is going to expire tomorrow...
sigh
Man, I really feel for you. Compared to your case, mine has been flawless and even I was extremely frustrated at the beginning.
I had issues with shipping the product there. They gave me a pre-paid shipping label paid by an account that Fedex claims was frauded and closed. My package spent 1.5 days extra in Montreal until I found out, but HTC was glad to call and give them another account number.
From that time on, the service has been FLAWLESS. The phone was received Friday at noon EST in Markham, Ontario. By MONDAY noon, it was in Texas
I mean, international shipping thousands of miles away in 1 day? And from Friday to Monday? To me that's absolutely fantastic.
I had read your thread and I was beginning to get nervous about the move affecting my repair, but as it turns out, the phone was put into repair today (Thursday), only 3 days after it arrived in Texas. The rep I spoke to on Monday told me that they run through a lot of testing, so the time frame means that they were well on schedule.
My phone is unlocked + rooted and has a custom recovery on it. The repair is being done free of charge!
The phone is currently running through its final rigorous testing phase and it should be shipped out tomorrow. Who knows, maybe I'll get it tomorrow evening!
The customer service reps have also been VERY helpful. They track everything. They know where the phone is and in what stage of the testing/repair its in. The guy I just spoke with who told me they're done the repair just took a few minutes to discuss HTC's repair policy with me and how they understand that this is a Google gadget and that people buy it ESPECIALLY to root it and have fun. He was even talking to me about the Droid X and how apparently they've put on a chip that will BRICK the phone if it's rooted (can't confirm/deny this).
I'd give the overall experience an 8.5/10 which would've been a 9.5/10 if they hadn't shipped me a pre-paid label with a closed account.
I've had a similar experience as the op.
I sent my n1 in for repair of the dust under screen. Sent it out monday and received it on thursday! This was a repair not a replacement. I was ecstatic!
Opened the box pulled out the phone and there was still dust under the screen and the screen also was loose and clicked when I applied very little pressure to the bottom left corner. I could see it physically move like it was not glued down. It was never like this when I sent it back originally.
I did not want to have to send it back again so I dealt with it for a couple more months. I then decided to send it back again for repair hoping that maybe they would have figured out a better way to fix it so the problem would actually be fixed and the phone would not come back in worse condition than I sent it out in.
I opted for the repair again (not the replacement) and was told 3-7 days like before. Well, after 10 days I decided to call and see what was going on. They told me they received it and it would be repaired within the next couple of days.
Ok I can deal with a small delay, they're probably a lot busier than when the n1 first came out so no problem. I wait 4 or 5 more days and call again. I am told that the repair facility decided to relocate to a new location and my phone was scheduled to be fixed on tuesday and shipped out the next day (wed). This call was made on a monday.
Well friday rolls around and I decide to call again being that there's no n1 at my house. I am told that the phone is in diagnostics and will be shipped out monday of the next week. Needless to say I am not happy anymore. I ask for them to just cancel the damn repair and send it back immediately and am told that they can do that for me but it would just result in me waiting even longer for my n1 to return. Obviously I don't want that.
Well it's monday and no n1, of course I call again and go through all the same old **** and tell the same story again (I have my repair order number memorized at this time now). Phone is still in diagnostics apparently and all that can be done is an escalation and a return phone call within 24-48 hrs. I tell them I don't believe I will be called back and want to talk to a manager or someone else that can give me some other information besides "diagnostics" that the computer screen is telling them. She says I can talk to a manager but they have no more information than they do and it will do me no good, so I get off the phone after making sure to write down her first and last name, as well as the manager's. I wanted to raise hell for when I didn't receive the 24-48hr phone call.
Now I'm just wanting to be an ass so I call again tuesday, same thing... Diagnostics, still waiting for phone call. Wednesday I call and the status has changed to "passed final testing". I am told the phone will ship out either today or tomorrow. I hang up the phone as happy as I could be while still being mad at them for this whole experience haha.
Friday the phone shows up right when I'm about to leave on a camping trip for the weekend. I check it for dust, there's none! Yay! I check the corner of the screen, it doesn't click but is a tiny bit loose and i can see it move... sigh. It looks as if at some point I will be dealing with this again but for now it's ok and I'm going to enjoy froyo.
I just don't understand how the csr I filed the initial claim with was able to tell me 3-7 days when they had to have known the repair facility was moving and everything would be delayed. I would have waited a month and then sent it back. I absolutely refuse to believe that the repair facility is so small that they just decided one day to up and move immediately. That sort of thing takes lots of planning way ahead of time.
This whole thing took about 4 weeks. What a nightmare. Also, about 3 weeks in I asked them to just send me a replacement and keep mine, this was also denied. The good news is, my bootloader was relocked and I rooted with the new method so as to keep the bootloader locked so next time I will be asking for a replacement, not a repair.
Good luck to anyone else.
Has anyone bought a new Bionic that already has the 5.5.893 version on it? I was right where I wanted to be with my phone. Rooted, back on track with the OTA's and setup like I wanted. Accidentally dropped my phone last night and it cracked the screen. Verizon is sending me a brand new phone, no refurbished one so I was a bit curious if they implemented the 893 update in these.
When i did a system reset in mine after i had the 5.5.893 ota i did a system reset and it camr back on with the latest ota
Sent from my DROID BIONIC using XDA App
New inventory has .893, but a lot of phones have been sitting in stock for a while and come with .886. Depends where you get it.
How did you get a new phone out of Verizon for cracking the screen?
MillionManMosh said:
New inventory has .893, but a lot of phones have been sitting in stock for a while and come with .886. Depends where you get it.
How did you get a new phone out of Verizon for cracking the screen?
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Click to collapse
I saw that its being shipped from ontario california by my fedex number. When I got the phone in the first part of november I had insurance, but when I went to a local verizon store they told me that I didn't have insurance. I had to sit there and argue with them, and show proof on my bill in november that I had paid for insurance but it mysteriously disappeared. They readded it, and told me to get in touch with assurian to replace the phone. I contact them and they inform me that they will not insure my phone cause I did not have insurance. To contact verizon. Then had to call verizon and at this time I was very aggravated. The rep I talked to apologized for the mistake, and for the trouble that I have went thru that verizon was gonna send my a brand new phone overnight at the insurance cost. Basically 100 bucks. I'll have it in tomorrow.
Hahaha, that exact same thing happened to me when I had my Fascinate! Turned out it was because I had my old enV2 active for about 5 minutes and nobody told me my insurance had been dropped until three months later when I actually needed it. Glad to hear Verizon is still taking care of its own.
To start off, YES, this is a rant thread about LG and its outsourced repair center, Stellar Wireless in Fort Texas.
I dropped my phone and the glass broke. Here is my older thread: http://forum.xda-developers.com/showthread.php?t=2126134
Spoke with 10 different reps at LG USA to confirm i could send my N4 for repair to their facility. Apparently, I can, as long as I have a return address in the States. Sweet deal! Cost $153 for repairs vs. $250 from Canada supplier in Mississauga (All Tech-Neek Electronic).
So i prepare my package, pay the fee of $25 for having it shipped via UPS (bad mistake). Everything is going well, phone shipped off on February 1. It ends up reaching the facility but gets rejected! Why? because at the boarder for Canada/US customs there is a "Customs Delivery Charge" aka COD fees on any products being imported in the States. Well, i wasn't aware of this. The repair center rejects the package, I am on the phone for 2 hours that same day, being transferred to 4 departments and given 5 different numbers to call, eventually i get to the right number. Pay my COD fee of $35 off. Sweet, so now i can ship it and my headaches are over right? I wish that were true, UPS sends it off a 2nd time. It gets rejected cause there is the "COD Sticker" on the package.
Essentially, if that sticker is on the package, the repair center doesnt check to see fees have been paid. I get on the phone with UPS AGAIN, speak to 5 different departments and get them to say to the repair center that the "COD is paid." If you have followed this thread this far and are aware with UPS, I'm on my final and 3rd strike! SO needless to say, 3rd time worked and it got delivered! Yeah!:good: Butt....
So i'm sitting at home, waiting for the email/phone call to repair my phone. I receive it on Feb 19, total cost: $153. Sweet deal! Fill out the information and send it via fax to the LG wireless facility. Now according to that repair form, They have 5 business days to process the payment and get my phone fixed. BUT guess what? My phone mysteriously leaves the repair center on Feb 21, which is 2 business days after i sent the payment. Now did they receive it ? I don't know. I called that same day to ask about the fax, and no one was able to help me. So i called FEb 21, asking about my phone and they said it was repaired and sent off. Cool story right? But my visa never received a payment. Now i call today, and find out my phone was NOT repaired and it was sent out. Why? Once again, NO ONE KNOWS.
Needless to say, calling LG 10 times, UPS 15 times, and being transferred to different departments and ALMOST getting my phone fixed....in the end, im at square one again. Its en route to my friends house and I am sending it back to the states forking out the $250 and getting it repaired locally. /Rant. Frusturated beyond belief at LG Wireless, Stellar Wireless (Repair center) and UPS (not informing of COD fees, even the store i shipped it from didn't know about that).
Just needed to rant and share a terrible customer service tale about trying to get the N4 repaired. Canadians, keep your phones in Canada and pay the extra money to know it will be done correctly and properly the FIRST time in your home country. I am applaud and frustrated with this situation.
Appalled*
At that point I would of said f it and bought another one and “said such is life". sorry to hear about your ordeal.
Wow, that sucks.
I hope you have some cold beers in the 'fridge because i would be drinking a few. Hang in there buddy.
Update: thanks to those who read. Apparently the LG staff are either retarded or poorly trained. An executive supervisor just informed me that my payment was received and the phone is actually "fully repaired and visa has been charged." Now i dont know whether to believe it or not, but she sounded confident, Only time will tell, should have my phone back in 2 weeks. Will let everyone know how this repair service turned out.
Well that sucks... but doesn't LG have a repair center in Canada? I called the Play Store to get an RMA for a faulty battery and they sent me a UPS shipping label to a repair center in Fort Worth Texas so I called again and told them I was calling from Canada and the issued a new shipping label to an LG repair center in North York, Ontario.
jark99 said:
Update: thanks to those who read. Apparently the LG staff are either retarded or poorly trained. An executive supervisor just informed me that my payment was received and the phone is actually "fully repaired and visa has been charged." Now i dont know whether to believe it or not, but she sounded confident, Only time will tell, should have my phone back in 2 weeks. Will let everyone know how this repair service turned out.
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Click to collapse
Good luck.
Good Phone/Poor Glass
I bought this phone about 3 weeks ago and LOVE it! Everything about it is awesome, except one thing...the glass front and back. It says that this glass is gorilla glass. I am thinking after 3 weeks that it's the cheapest "gorilla" glass they could put on the phone. I say this because I dropped the phone from 2 feet off the ground directly on it face (with a case on it) and the front glass shattered rendering the entire phone completely useless. I've done some research online and found that several hundreds of other Nexus 4 owners have experienced the similar things. I read one review where someone was at their home computer working while their N4 was just sitting on their desk like it had many time before. The user said it say in one spot for about an hour or so and he hear glass crack. Looked all around their apartment and couldn't figure out where it came from. Then they looked at the back of their new N4 and the back had cracked in two spots. As much as I love this phone I have to say I am very, very disappointed with LG and Google for this phone. with ins thru T-Mobile USA I have to pay $130 for a replacement, once it comes in I will be selling it and buying a Samsung GS3. My wife wanted this phone also and we almost got it last Friday, but held off for whatever reason. She is now also going to buy a Samsung GS3.
tail?
tale?
That sucks, seriously.
Sent from my Nexus 4 using xda app-developers app
trav2001 said:
I bought this phone about 3 weeks ago and LOVE it! Everything about it is awesome, except one thing...the glass front and back. It says that this glass is gorilla glass. I am thinking after 3 weeks that it's the cheapest "gorilla" glass they could put on the phone. I say this because I dropped the phone from 2 feet off the ground directly on it face (with a case on it) and the front glass shattered rendering the entire phone completely useless. I've done some research online and found that several hundreds of other Nexus 4 owners have experienced the similar things. I read one review where someone was at their home computer working while their N4 was just sitting on their desk like it had many time before. The user said it say in one spot for about an hour or so and he hear glass crack. Looked all around their apartment and couldn't figure out where it came from. Then they looked at the back of their new N4 and the back had cracked in two spots. As much as I love this phone I have to say I am very, very disappointed with LG and Google for this phone. with ins thru T-Mobile USA I have to pay $130 for a replacement, once it comes in I will be selling it and buying a Samsung GS3. My wife wanted this phone also and we almost got it last Friday, but held off for whatever reason. She is now also going to buy a Samsung GS3.
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Click to collapse
Sorry Gorilla glass is not shatter proof. Only scratch resistant. I love how you blame the phone instead of your self.
Long story short: Bought my N6 day one. I had to be in the very first group of orders. I was one of the habitual F5'rs just trying to get an order in.
About a week ago, my N6 (in a Ringke Max case) slides off my lap getting out of the car, hits the pavement and the screen cracks. I had read multiple stories on these very forums where people had their GPS-purchased Nexuses replaced as a courtesy. No luck. Google said in no uncertain terms I was SOL and at the will of Motorola. I hung up and called back and got the same runaround. They weren't going to do it, even after I showed them that other people had it done. They told me I was at Motorola's mercy. I was told there was "lots of incorrect information on the Internet."
Called Motorola, they agreed to send me an Advanced Exchange Nexus 6 out for $175 for the screen, plus a $500 deposit. Fine. Whatever. I need a phone and I don't have a choice. Multiple issues with Moto: One, it took me well over a half-hour to order the replacement because the representative simply couldn't understand anything I said. I used to be a call center rep, I know how to enunciate and speak, the guy just couldn't understand me. They finally get the phone ordered, and I received it last Monday. I was running out the door to the airport when the FedEx guy arrived, so I took the phone, swapped my SIM in, but didn't send the phone back until Wednesday when I got back. Every day Motorola sent me 3-4 messages telling me they hadn't received my phone. Finally on Friday they get it, and the emails continue, culminating into a "final notice" email I got at lunchtime today. Called Moto and straighten it out... But that leads me to my second issue. The replacement phone I received has a defective camera. When it goes to focus, you can literally hear the camera focus servos clacking and clicking and the picture jumps all around the screen. In addition, the earpiece buzzes heavily.
I call Motorola about the emails and the defective phone. Takes 10 minutes on hold to reach a rep. Explain everything to him, and he puts me on long holds repeatedly. Finally, he says he can't do anything, so he transfers me to technical support and I've been on hold with Tech Support waiting for a rep for over 15 minutes. I've typed this entire post during that time.
I'm upset because I bought the phone from GPS for the explicit reason that Google always "has the customer's back" and all of the ridiculous things I've heard people on XDA say over the years. I don't think Google should give me a free phone when I was negligent and cracked mine, but you have to be consistent. If you do it for some people, you NEED to do it for everyone. I could have bought a $99 on contract DROID Turbo and got the screen assurance... why am I shafted when I buy a premium product? I paid the same amount as the other people who had theirs replaced for free. I sat through the same shipping/launch fiasco. I've seen people who buy on-contract subsidized iPhone 6's get their cracked screens replaced for free at the Apple Store... Is the Nexus 6 not an equally premium product?
I'm pissed because I didn't WANT to deal with Motorola. Their customer support is undeniably horrid. I went through HOURS of time on the phone with them over my Moto X when I first got it. My first Moto X couldn't hang onto an LTE signal, but I went through hell and high water to get a replacement because I had rooted the phone (Developer Edition) and every Moto rep I spoke to said that it voided the warranty. Then there was a whole shipping fiasco once they actually agreed to replace it... Look I love Motorola's products but their support is undeniably horrible.
Anyway, I'm mostly venting. Just a heads up to prospective Play Store buyers that Google seems to not be doing any screen assurance replacements at this time, confirmed by two separate Google reps.
20+ minutes and I'm still on hold with Motorola...
digitaloutsider said:
Long story short: Bought my N6 day one. I had to be in the very first group of orders. I was one of the habitual F5'rs just trying to get an order in.
About a week ago, my N6 (in a Ringke Max case) slides off my lap getting out of the car, hits the pavement and the screen cracks. I had read multiple stories on these very forums where people had their GPS-purchased Nexuses replaced as a courtesy. No luck. Google said in no uncertain terms I was SOL and at the will of Motorola. I hung up and called back and got the same runaround. They weren't going to do it, even after I showed them that other people had it done. They told me I was at Motorola's mercy. I was told there was "lots of incorrect information on the Internet."
Called Motorola, they agreed to send me an Advanced Exchange Nexus 6 out for $175 for the screen, plus a $500 deposit. Fine. Whatever. I need a phone and I don't have a choice. Multiple issues with Moto: One, it took me well over a half-hour to order the replacement because the representative simply couldn't understand anything I said. I used to be a call center rep, I know how to enunciate and speak, the guy just couldn't understand me. They finally get the phone ordered, and I received it last Monday. I was running out the door to the airport when the FedEx guy arrived, so I took the phone, swapped my SIM in, but didn't send the phone back until Wednesday when I got back. Every day Motorola sent me 3-4 messages telling me they hadn't received my phone. Finally on Friday they get it, and the emails continue, culminating into a "final notice" email I got at lunchtime today. Called Moto and straighten it out... But that leads me to my second issue. The replacement phone I received has a defective camera. When it goes to focus, you can literally hear the camera focus servos clacking and clicking and the picture jumps all around the screen. In addition, the earpiece buzzes heavily.
I call Motorola about the emails and the defective phone. Takes 10 minutes on hold to reach a rep. Explain everything to him, and he puts me on long holds repeatedly. Finally, he says he can't do anything, so he transfers me to technical support and I've been on hold with Tech Support waiting for a rep for over 15 minutes. I've typed this entire post during that time.
I'm upset because I bought the phone from GPS for the explicit reason that Google always "has the customer's back" and all of the ridiculous things I've heard people on XDA say over the years. I don't think Google should give me a free phone when I was negligent and cracked mine, but you have to be consistent. If you do it for some people, you NEED to do it for everyone. I could have bought a $99 on contract DROID Turbo and got the screen assurance... why am I shafted when I buy a premium product? I paid the same amount as the other people who had theirs replaced for free. I sat through the same shipping/launch fiasco. I've seen people who buy on-contract subsidized iPhone 6's get their cracked screens replaced for free at the Apple Store... Is the Nexus 6 not an equally premium product?
I'm pissed because I didn't WANT to deal with Motorola. Their customer support is undeniably horrid. I went through HOURS of time on the phone with them over my Moto X when I first got it. My first Moto X couldn't hang onto an LTE signal, but I went through hell and high water to get a replacement because I had rooted the phone (Developer Edition) and every Moto rep I spoke to said that it voided the warranty. Then there was a whole shipping fiasco once they actually agreed to replace it... Look I love Motorola's products but their support is undeniably horrible.
Anyway, I'm mostly venting. Just a heads up to prospective Play Store buyers that Google seems to not be doing any screen assurance replacements at this time, confirmed by two separate Google reps.
20+ minutes and I'm still on hold with Motorola...
Click to expand...
Click to collapse
Thats horrible good thing I have jump with tmobile
digitaloutsider said:
Long story short: Bought my N6 day one. I had to be in the very first group of orders. I was one of the habitual F5'rs just trying to get an order in.
About a week ago, my N6 (in a Ringke Max case) slides off my lap getting out of the car, hits the pavement and the screen cracks. I had read multiple stories on these very forums where people had their GPS-purchased Nexuses replaced as a courtesy. No luck. Google said in no uncertain terms I was SOL and at the will of Motorola. I hung up and called back and got the same runaround. They weren't going to do it, even after I showed them that other people had it done. They told me I was at Motorola's mercy. I was told there was "lots of incorrect information on the Internet."
Called Motorola, they agreed to send me an Advanced Exchange Nexus 6 out for $175 for the screen, plus a $500 deposit. Fine. Whatever. I need a phone and I don't have a choice. Multiple issues with Moto: One, it took me well over a half-hour to order the replacement because the representative simply couldn't understand anything I said. I used to be a call center rep, I know how to enunciate and speak, the guy just couldn't understand me. They finally get the phone ordered, and I received it last Monday. I was running out the door to the airport when the FedEx guy arrived, so I took the phone, swapped my SIM in, but didn't send the phone back until Wednesday when I got back. Every day Motorola sent me 3-4 messages telling me they hadn't received my phone. Finally on Friday they get it, and the emails continue, culminating into a "final notice" email I got at lunchtime today. Called Moto and straighten it out... But that leads me to my second issue. The replacement phone I received has a defective camera. When it goes to focus, you can literally hear the camera focus servos clacking and clicking and the picture jumps all around the screen. In addition, the earpiece buzzes heavily.
I call Motorola about the emails and the defective phone. Takes 10 minutes on hold to reach a rep. Explain everything to him, and he puts me on long holds repeatedly. Finally, he says he can't do anything, so he transfers me to technical support and I've been on hold with Tech Support waiting for a rep for over 15 minutes. I've typed this entire post during that time.
I'm upset because I bought the phone from GPS for the explicit reason that Google always "has the customer's back" and all of the ridiculous things I've heard people on XDA say over the years. I don't think Google should give me a free phone when I was negligent and cracked mine, but you have to be consistent. If you do it for some people, you NEED to do it for everyone. I could have bought a $99 on contract DROID Turbo and got the screen assurance... why am I shafted when I buy a premium product? I paid the same amount as the other people who had theirs replaced for free. I sat through the same shipping/launch fiasco. I've seen people who buy on-contract subsidized iPhone 6's get their cracked screens replaced for free at the Apple Store... Is the Nexus 6 not an equally premium product?
I'm pissed because I didn't WANT to deal with Motorola. Their customer support is undeniably horrid. I went through HOURS of time on the phone with them over my Moto X when I first got it. My first Moto X couldn't hang onto an LTE signal, but I went through hell and high water to get a replacement because I had rooted the phone (Developer Edition) and every Moto rep I spoke to said that it voided the warranty. Then there was a whole shipping fiasco once they actually agreed to replace it... Look I love Motorola's products but their support is undeniably horrible.
Anyway, I'm mostly venting. Just a heads up to prospective Play Store buyers that Google seems to not be doing any screen assurance replacements at this time, confirmed by two separate Google reps.
20+ minutes and I'm still on hold with Motorola...
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google was only replacing phones with broken screens on the nexus 5, and only once. they never did it for any other nexus, nor never offered it for any other nexus. if you broke the screen, its your reposibility, period.