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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.
So I just got done on the phone with Google and was extra pissed this morning. I explained how I preordered the N7 and it came after I went and got one (defective) from Sam's Club. The guy was pretty sympathetic and explained that the N7 wasn't supposed to be sold in retail stores until July 22nd! Apparently one guy made a mistake that let one store (Wouldn't tell me what store) start selling the N7. Other retailers said that if _____ is selling the N7, we should too.
Pretty crazy that this whole mess was because of ONE PERSON.
He also said I was the first person that he'd talked to that has had two defective devices. He went on by saying that out of all the N7s only 1% are defective. Sounds like TOTAL BS.
Sent from my Nexus 7 using Tapatalk 2
im pretty sure he told you that just to get you off the phone...
But i know a few stores like Adorama and Ebuyer started selling the Nexus 7 around 5th or 11th.. then Google supposedly told them to go back to pre-order
Google messed up by not having enough of stock and hiring people off the street to ship these things
http://www.gottabemobile.com/2012/07/12/google-nexus-7-release-date-remains-unclear/
Launch is over, crap happens all the time, not sure why anyone would care at this point.
Maybe some people won't do preorders next time.. Don't see how that is going to hurt anyone including Google. Hot products will always have demand.
Time to move on to current topics... Not rehash the past.
Via my HTC Rezound
I fail to understand how this is a "messed up" launch when Google didn't give an official release date. Also, 8GB preorders through the Play store are being fulfilled just fine.
If anything, the retailers are the ones messing it up.
Stop whining and go do something useful.
Pretty sure the failure rate is well below the 1% (which is what this sorta consumer electronics rate is typically measured against). Google will have surely sold millions of these suckers by now, so there will naturally be plenty of threads of people that have problems, just like there are plenty of threads about any other consumer device.
Just be thankful it's nowhere close to the the 60% failure rate of the Xbox360. The worst consumer product in the history of man....
I'm sure most people blame Gamestop for selling them too soon. I know people who work there and the go-ahead came from Google. If that was the "mistake" then so be it. Holding them all back to the 22nd is just silly though. If the devices were in the store around the 6th then Google should have shipped them then so we could all have them on the 12th.
As far as the defective units, 1-3 percent is the norm and I think that's probably where the Nexus falls. I'd imagine it's closer to 3 because of the screen "washed out" issue that will go unreported by many.
So far I'm aware of
- ghosting which seems to hit only pre-release white units
- dead pixels, often forming a line
- raised screen
- other hardware faults such as speakers not being connected, headphone jack giving distorted sound etc..
Complainers are louder than the satisfied. My first unit from Staples is perfect and the second that I received yesterday from B&H is perfect too. The touch input settings are on both are a little overly sensitive but an OTA update will correct that.
earlyberd said:
I fail to understand how this is a "messed up" launch when Google didn't give an official release date. Also, 8GB preorders through the Play store are being fulfilled just fine.
If anything, the retailers are the ones messing it up.
Click to expand...
Click to collapse
The retailers were given a tentative release date and told they could start shipping on the 12th, the same day the Nexus 7 arrived in their inventory.
http://www.androidauthority.com/office-depot-nexus-7-launch-july-12-100540/
Google pushed it back at the last minute and someone didn't listen.
No one jumped the gun, unless the gunshot in this scenario meant "Wait, wait, don't go!"
Nxxx said:
Pretty crazy that this whole mess was because of ONE PERSON.
Click to expand...
Click to collapse
Typically phone support personnel are at the bottom of the corporate ladder and would have no inside knowledge other than their own unsubstantiated speculation.
He was just being a tool....
I work on phones as well, and I don't make up bull****. Reason being: Calls are recorded, so you have to be able to back up what you say, period.
Anyhow, The usual rule of thumb is that people with a happy experience hardly look to go out of their way on a forum to comment how nice it is.. on the other hand.. when something is working terribly, they flock to websites and forums to complain.
Seeing as only a small percentage of us are having issues, and even we're just a small amount of total buyers out there. I'd say everything has gone well enough so far.
Nobody cares. Move on.
Sent from my HTC VLE_U using Tapatalk 2
Its was justt chaos. Im sorry for the PS orderers. Gamestop allowed me to pick mine up on the 13th
Some of the Uk members who ordered from eBuyer might have got it earlier than I did
I'm not 100% sure if this is the correct thread, however given the nature that it is relevant to the general discussion of the Nexus 5 I'm going to post it in here anyway.
Do not shop at Carphone Warehouse UK
So I bought my Nexus 5 on release day from the Carphone Warehouse. I paid £295. When I got it home to my annoyance it wouldn't charge, no matter what I did it would not charge. I'm pretty experienced with phones and could tell it was a hardware error. I use my phone primarily for business, so being without a phone is completely a no-go for me. I took my Nexus 5 back to Carphone Warehouse on the assumption that they would just do a straight swap, however no they didn't have any stock in.. which is where my trouble started.
They offered me an alternative phone, they recommended the LG G2 as it only had a price difference of £150 and for some stupid reason, I went for it. The device I received was in an OPEN BOX (my mistake, I admit) that has had promotional stickers ripped off, however the phone inside was sealed, and so I assumed there was no issue. Got the phone home, start using it and discover that the phone is getting hot and crashing, this is as soon as I've got it out of the box.. so it's not like I've done anything to it or used it too much.
Anyway took it back to Carphone Warehouse the following day. By this point I was quite annoyed because the store that I purchased it from is a 60.8 Mile round trip. Due to my working hours I can't go to my local one, which closes at 5PM. The store I got the G2 from closes at 8PM, making it the only store I can get to that is open. I took the phone in and spoke to a lady on the Checkout about the issue and she said that an exchange was no problem and that more importantly, they had the Nexus 5 in stock. We initiated the exchange when she checked the IMEI. At this point she said she needed to speak to her manager. After around 5 minutes of waiting and her taking my phone in the back with her, she comes back and says to me 'I'm sorry Sir, we cannot exchange this phone as YOU have taken this phone and swapped it for an identical one with a different IMEI number. Our system shows you should have a different phone'
Quite astounded at what she had told me, I explained to her that I had only just purchased the phone the previous morning. She wouldn't have any of it and sent me away with an 0845 number to call to make a complaint. On the way home I called into another Carphone Warehouse store. I spoke to a lady who called Customer Services on behalf of me to find out how this issue could have occurred. To put it plain and simple, the IMEI on the box of the phone was the same as the one on the system, but the phone I had had an alien IMEI. After she spoke to Customer Services the lady told me that unfortunately they couldn't do anything from their store because, get this, the phone I had was being sent off for a repair. I would have to take it back to the original store, the same store that just fobbed me off, in order to get it exchanged. And this was head office that told me this!
The following day I spoke to customer services myself. I rung up and lodged a complaint because I believe the fact that I was accused of committing fraud but am also expected to drive 60 Miles to resolve a problem is disgusting. I spoke to a lady called Amy who "promised" me she would get to the bottom of this for me and resolve it. She told me that she could see from notes put on the account (presumably from the previous days call to cs) that the phone was a repair handset. She then spoke to the repairs team who confirmed they were waiting for the handset to arrive. She told me that she wouldn't be able to resolve the issue until she had spoken to the store I originally bought the handset from. She then "promised" to call me back as soon as she had spoken to them, or by 5PM the same day.
For records, this was on the 6th November.
5PM came, and no call. Because she called me on an 0800 number and wouldn't give me a number to contact her on, I was unable to call her myself. However the following morning (7th November) she called me and told me that she had still been unable to get in contact with the store in question and that she would definitely have this fixed for me by the evening and that she would call me back by 5PM. Well 5PM came and went, and there was no call. By this point I was extremely annoyed. The following morning there was no call either, so I called CPW on my mobile (which has charged me) and requested to speak to Amy. By this point it was on the third day of being without a working handset and nobody had really acknowledged there was an issue, or done anything to solve it. I actually managed to get put through to Amy who told me that she had still not been able to get through to the store, but that her manager was in in 20 minutes and she would call me back with a resolution to the issue. I asked her if she would 100% call me back, and she promised she would. 24 hours passed and no call.
So by this point I've been without a handset for 4 days, been sold a second hand one, promised that I will have a call from customer services to resolve it but haven't, and been accused of fraud. Getting quite angry at this point.
I allowed a few days to go by to see if Amy would get in contact with me, however by Monday 11th November she still hadn't. We took the phone to the Trafford Centre store which is still a good 25 miles away. We spoke to a very helpful gentleman in the Carphone Warehouse store who went to a lot of trouble for me. He spoke to head office who reiterated the fact that the phone was a repair handset and advised the gentleman to call the store I bought the phone from. He called the store and spoke to the manager. He confirmed that the IMEI on the box of the phone I had was in store, and that there had been a bit of a mess up and he was unsure of how it had happened. I was then told that unfortunately due to the circumstances of the issue I would have to drive to the other store, a further 10 miles, to initiate the exchange OR refund.
So finally just under a week of being without a phone and driving from my house to Manchester every other day the issue was resolved and I would be able to go back to a Nexus 5 or get a refund. Hell, wasn't I wrong.
On arrival at the store we spoke to the manager who told us we had two options, either swap the LG G2 for another LG G2, or get a cheaper handset. He couldn't offer us a refund because he would have to speak to customer services who were closed, and he wasn't prepared to knock the difference off a HTC One (£50) due to all the problems we had had. Furthermore the sim-free price of a Nexus 5 at Carphone is now £495, however they are not selling them sim-free at the moment! I was then told that I could have a refund, but I would have to come back the following day!! All this after driving probably in excess of 200 miles.
I felt backed into a corner and didn't really have a choice but to accept the G2. As I said earlier I need a handset for work and it's not an option for me to be without one.
I then spoke to the complaints department of Carphone Warehouse once again yesterday. I explained everything that I have just said in this post, and their reply:
"We do not offer refunds on any sim-free products, and the manager was wrong to tell you that we do. Because you accepted the G2 there is nothing we can do for you. You chose to drive there on your free will. Would you like me to raise your complaint against the store?"
:good: Not happy.
Carphone Warehouse's Policy
If something's not working properly, here's what to do
Pop into any Carphone Warehouse store with:
your product
all the accessories that came with it (including any free gifts)
Preferably its original packaging
proof of purchase
We'll take a look at it, and if we can't fix it there and then, you'll be eligible for a return, exchange or repair. You can find out more about our repairs service on our repairs page.
Lots of common phone problems can be fixed with a simple software update, which you can do yourself. Check out our page and see how.
So now I really do not know what to do. I have been left with a phone that I do not want and am considerably out of pocket due to fuel costs of driving to get the issue resolved. Help?
Never get upset with them, for starters. It's difficult, I know from extensive experience, but their hands are tied to within their policies and they won't want to help if you tell them off like they probably deserve.
This is how I've played these games and won countless times.
Politely calmly ask:
"So, there is nothing you can do?"
"No, I'm sorry sir, there isn't"
"What is your employee ID#, who is your superior, and how do I contact them? I'd like to pass on a good work for your efforts"
Rinse, repeat. Insist to pass to a superior. They'll tell you nobody can help. Tell them you feel like you deserve to hear it from their boss.
I once had a vp with Sprint (verified that they really were via background checks: on the phone with me to resolve an issue by asking "Well, if you can't help me, someone can approve this. Who can?"
Just keep climbing the ladder.
-No longer accidental, just Jeremy. F.cfb
[Guide] Headphone/Earphone Buying
That story has put me off buying from CPW for life. Thanks for sharing how they see fit to treat a customer who has spent hundreds of pounds in their store.
Sent from my Nexus 5 using Tapatalk
setspeed said:
That story has put me off buying from CPW for life. Thanks for sharing how they see fit to treat a customer who has spent hundreds of pounds in their store.
Sent from my Nexus 5 using Tapatalk
Click to expand...
Click to collapse
I don't blame you, going to try my luck again later with their complaints department. I will update the thread. I think a lot of it depends on who you speak to as well, it's not necessarily speaking to a manager that matters, it's speaking to someone that can relate to your experience.
Good luck, I hope you end up with a decent resolution, but I fear that even if you were to get the phone you want, all the extra money you gave them and spent on petrol is lost. I really wanted an N5 on release day and I even went to my local CPW to take a look at them - thank God they weren't selling the 32GB because I would've bought it there and then. It might've taken a few days longer from Google, but at least I know they won't jerk me around if I have to return it (I returned my N4 last year because I didn't like it enough to keep it over my S3, no issues with refund at all).
Sent from my Nexus 5 using Tapatalk
I mentioned managers because sometimes the person you're speaking to doesn't have the power to make that decision on your behalf, and must go by policy. Someone in the chain, however, can choose to bypass policy. Talk to them if you don't get what you want (as long as it's realistic).
-No longer accidental, just Jeremy. F.cfb
[Guide] Headphone/Earphone Buying
jRi0T68 said:
I mentioned managers because sometimes the person you're speaking to doesn't have the power to make that decision on your behalf, and must go by policy. Someone in the chain, however, can choose to bypass policy. Talk to them if you don't get what you want (as long as it's realistic).
-No longer accidental, just Jeremy. F.cfb
[Guide] Headphone/Earphone Buying
Click to expand...
Click to collapse
Oh no I completely agree with you there! Sorry I meant you multi-quote. I mean the gateway though, I believe a realistic demand is to have the Nexus 5 for £295 and a refund of £150 which I paid the difference on for my LG G2. This is fair, right?
I'd get yourself to citizens advice just to get something in writing and report them to trading standards - they're spinning you a line. No refunds on Sim Free?? Any product sold by a retailer in the UK is subject to the Sale of Goods act. You can return an item for a full refund if it's not as described, of satisfactory quality or fit for purpose. The rules don't just stop there but they're the basics
If you fancy a read and have some time: http://www.legislation.gov.uk/ukpga/1979/54
Edit - forgot to add, you're entitled to a full "cash" refund too, you don't have to accept store credit..
Cactus42 said:
I'd get yourself to citizens advice just to get something in writing and report them to trading standards - they're spinning you a line. No refunds on Sim Free?? Any product sold by a retailer in the UK is subject to the Sale of Goods act. You can return an item for a full refund if it's not as described, of satisfactory quality or fit for purpose. The rules don't just stop there but they're the basics
If you fancy a read and have some time: http://www.legislation.gov.uk/ukpga/1979/54
Edit - forgot to add, you're entitled to a full "cash" refund too, you don't have to accept store credit..
Click to expand...
Click to collapse
Good advice here. I would also get the credit card company involved.
You did pay by credit card didn't you? If not, silly billy.
This is a good way of dragging someone else into the fray on your side and applying pressure on recalcitrant suppliers.
I got my N5 from CPW and i'm on my 3rd handset (which is no fault of CPW).
Each time i've taken it back they've been helpful and each time they've given me a new handset they've pulled the outer sleeve off to show it's a new and factory sealed box...
I suppose the service you get depends on which store you go to :/
Also i have to ask...
You got a sim free phone meaning you would have already had another working phone/sim?
Why didnt you just wait for the nexus 5 to get back into stock again? :/
Also looking at your sig...
Why didnt you stick with the Z1?
I'm not defending CPW as the issue you're having is tragic.
But at the same time you made numerous mistakes yourself and undoubtedly made things harder..for yourself.
The first being not waiting for the N5 to get back in stock again from that specific retailer or asking them to find a store where it was in stock and doing an exchange there.
The second, getting a phone you did NOT want and paying an EXTRA £150 for it. You do acknowledge this was an open box and you were still in a position to run the risk that it did not behave as intended. Which unfortunately it did.
Glad you got that IMEI stuff fixed, that was BS on their part. Handy Gentleman at trafford to the rescue! Oh yeah, Thirdly, you were wasting your time with Amy, She was clearly incompetent at her job, producing no results every time you waited for her and continued to wait for her again.
Driving up and down in excess of xx miles is another issue when you could have made the alternative and smarter decision of calling the individual store up. Each CPW store has a different phone number which you can find on the website. Only till you're guaranteed that you can have an exchange or whatever you had desired, you could have popped in. Had that particular store failed to assist you, you wouldn't have to drive back achieving nothing but wasted petrol.
Oh yeah, when you finally spoke to the manager, you conceded and accepted another LG G2, may I reiterate, as you said. A phone you did NOT want. So customer Service was closed but you still had the opportunity for a full refund. Again, why not wait till it was open. [I get it, driving issues but that shouldn't stop you if it causes more 'driving issues' later]
The issue is, you don't wait for things and you take the easiest most convenient option at the time but at the end of the day it's the one you don't like, so you wish-wash out of it and things become more complicated.
The IMEI was unfortunate and yes, incredibly annoying. But that got resolved. The faulty handset is by no means the direct fault of CPW. And you did have a choice in regards to accepting the G2, I really don't see how you're playing the victim card in this aspect with that. In terms of work, you could have used a temp phone in the mean time, nothing fancy, an old nokia could have done the job if you need to make calls. You already had a sim if I'm correct. I figure the refund for the Nexus 5 was not an option the moment you opted for the G2 as that phone supersedes the N5 in terms of pricing. I figure what you want now is a refund for the LG G2 and the Nexus 5 at the £295 pricepoint from CPW that it once had? I don't think that's a realistic expectation anymore mate. At best just accept the refund for the LG G2. The N5 window is gone.
An alternative If you still want the Nexus 5 would be selling your LG G2, boxed and unopen, I hope and buying a N5 at the play store.
Edit-
jaaystott said:
I believe a realistic demand is to have the Nexus 5 for £295 and a refund of £150 which I paid the difference on for my LG G2. This is fair, right?
Click to expand...
Click to collapse
No, it isn't a realistic demand because once you bought the LG G2, that became a stand alone product independent from any attachment with the N5. Quite simply you have you're head attached to the idea that the Nexus 5 is your main phone from CPW and that the LG G2 is a temp / secondary / repair or whatever. Once you chose the G2, you made your bed, that's where all the concern now lies.
bleets said:
I got my N5 from CPW and i'm on my 3rd handset (which is no fault of CPW).
Each time i've taken it back they've been helpful and each time they've given me a new handset they've pulled the outer sleeve off to show it's a new and factory sealed box...
Click to expand...
Click to collapse
Also, this is a clear example that the CPW system does not fail with returns. Ahhhhhhhhh Now I'm contradicting the first sentence in this post. But the problem does not lie with them completely as you make it out.
Hi all,
Just wanted to give you a heads up as I'm not sure if anyone else has done this yet. I decided to exchange my note 4 due to the lag, poor battery life as well as other things. What I was hoping would be an easy process is already trying my patience. First you have to call the Samsung E store - not a problem, discussed my issues and they agreed to do an exchange. They won't send out a new phone until the receive the old one, which considering this is my only phone that kinda leaves me at a loss, I mentioned that we had a Samsung experience store in Cardiff and they said they will do the exchange there. Off I pop to Cardiff to be confronted by a confused employee saying that they shouldn't have sent me down here, as the experience store is nothing more then a re-branded Carphone Warehouse store and only if I bought the phone through them could they exchange it.
So off it goes in the post where Samsung said it shouldn't take no more then 5 business days to turn it around. Two days after sending the phone in I gave them a call, after being on hold for 30 minutes I was told they had no record of an exchange on my account and they would have to now escalate this to their head office but they don't know how long this will take - despite me having a returns number.
Frustrated with that answer I reached out to Samsung support on twitter, only to be told that if an exchange is being done it can take 14 business days....
This is my first experience with Android and Samsung in many years as I was an avid ios user and whilst I'm keen to get my Note 4 back, I have to give Apple credit where it's due walk into a store, they diagnose it and if needs be give you a replacement or spare there and then for you carry on.
So annoyed and disappointed.
Thanks for sharing.
I've had a Samsung Note 2 and Note 3 and thought they were both very good, but I'm not going to bother buying my Note 4 from Samsung online (and we don't have a store anywhere near here!).
I had a much better experience in Germany when my Note 10.1 (2014) had a sudden black screen (wire broke/disconnected).
I contacted Samsung by email at the weekend, they replied to send it in which I did on the following Monday and received it back (repaired) the same week on Friday. I could track the status of the repair online.
This was really quick.
Sadly there's no way to track it here in the UK, although we have a tracking portal it says our returns number should begin with a 4, mine begins with a 6.
I kinda wish I bought it instore now say through Carphone Warehouse so at least I could just walk into a store and walkout with another phone. I'm stuck now without a phone for 5 business days and it's killing me due to me using it for 60% work and 40% personal.
But at least this is a heads up for anyone who's ordered it online through the website.
tinker_tf said:
Sadly there's no way to track it here in the UK, although we have a tracking portal it says our returns number should begin with a 4, mine begins with a 6.
I kinda wish I bought it instore now say through Carphone Warehouse so at least I could just walk into a store and walkout with another phone. I'm stuck now without a phone for 5 business days and it's killing me due to me using it for 60% work and 40% personal.
But at least this is a heads up for anyone who's ordered it online through the website.
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Buying a sim free Note 4 from a local retailer so that you can try it and return it is impossible in Scotland as there are no Samsung experience stores or any retailers prepared to sell one. Plenty available on contract though, very disappointing.
Gaugerer said:
Buying a sim free Note 4 from a local retailer so that you can try it and return it is impossible in Scotland as there are no Samsung experience stores or any retailers prepared to sell one. Plenty available on contract though, very disappointing.
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Not even Carphone Warehouse?
Well my order is now showing order processing and I've had it confirmed, if you send it back for an exchange or a replacement etc they have 14 business days to get it back to you....
Unreal.
Software Related
I hate to burst your bubble buddy but you jumped the gun. All these issues are software related and not hardware. You just wasted all your time driving around to wherever you did in the UK for no reason.
@Class said:
I hate to burst your bubble buddy but you jumped the gun. All these issues are software related and not hardware. You just wasted all your time driving around to wherever you did in the UK for no reason.
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I wouldn't be too sure. Terrible lag loading up recent apps? Lag on touch input? Poor benchmark scores? Battery life gone in 6 hours? EG. I lost 10% battery just driving and the phone was in my pocket (30 minute car journey) Even after a factory reset? No, that tells me it's something hardware related, at least several members here agreed it was hardware related. Otherwise surely a lot more users would be experiencing the same issues, where as only a handful of units seem to be displaying these issues, however my phone was displaying all sorts of issues.
Driving to the Samsung store I agree was a wasted journey (however Samsung CS did say go down)however I'd much rather try and get it exchanged within the 28 day period as opposed to outside, otherwise my phone would have to be sent off for 'repair' and we all now that can be very hit and miss.
Mod Edit
Please use the existing UK thread
Thread closed
malybru
Forum Moderator
Over two weeks ago sent it in for the repair because from what I've seen, swapping at Verizon would just get me the same issue again. Got into them, stated part was on backorder. Decided to tell them send it back to me and I'd keep swapping with Verizon as I work in IT and can't be without a phone for an unknown period of time. Well, this is what I got back:
http://imgur.com/qZuLd9R
http://imgur.com/2Vfm6cc
They set up "overnight" back to them on Thursday 6/4/2015. I got it in on 6/5/2015 to UPS. They screwed up (Samsung) and didn't select Saturday so they got it Monday. Danny at the Executive Customer Relations set this all up, promised me the phone back no later than 6/10/2015. I call Tuesday, 6/9/2015 since no activity on ticket yet they signed at dock 6/8/2015. They stated issue with ticket, had to create new one, will be fixed/shipped Wednesday back Thursday. Wednesday comes, no activity, call again, they state tickets take 2-3 days under executive terms, I said wait, you created this new ticket, the original started Monday, they apologized "nothing they can do" (This was Ratamus at Executive Team, stated he was a manager), will be to me no later than Saturday, will have overnight with Saturday delivery. Thursday night, shipping created, 2 day air of course, not yet picked up. Friday I call, they say UPS has it, even though tracking says otherwise, I tell them I don't believe it, they say it will be here and "sorry we selected 2 day" Sure enough this morning I check, delivery scheduled for Tuesday now, I call to make them aware this is the absolute worst experience I've had in my entire life with customer service, and they will be getting a letter and complaint to BBB. I've made sure to post pictures of this on social media as giant companies need to be held accountable while touting an "excellent customer service experience is our goal".
Beware...
Update: About 3 weeks of waiting and I have a working phone. The Accelerometer, Gyroscope, Battery (for unknown reason) and USB port (again, unknown reason) were replaced. While it's in perfect working order at the current time I am filing with the BBB for the lack of communication, time wasted and outright lies from Samsung customer service and their executive team. Not to mention nobody with a defect this wide should have to be with out a phone for any period of time near this.
Sent from my SM-G925V using Tapatalk
I believe we have reached the point with these phones (all brands, all carriers) that we MUST not ever be without them at all EVER! All companies must be forced to provide a comparable replacement/loaner (if you will) to the customer until all warranty/defect issues are completely resolved. Now when it comes to end user damage such as a dropped phone/cracked screen etc., etc. Then the same should apply except it is up to the end user/customer to have purchased their own insurance plan in order to get the replacement phone before having to send in the broken one. These companies created this monster that we all have come to depend on for all of our communication needs and they MUST provide us with a way to keep our communications needs in tact while they repair and or replace defective phones. Especially with the prices we pay!!!
Chilinmichael said:
Over two weeks ago sent it in for the repair because from what I've seen, swapping at Verizon would just get me the same issue again. Got into them, stated part was on backorder. Decided to tell them send it back to me and I'd keep swapping with Verizon as I work in IT and can't be without a phone for an unknown period of time. Well, this is what I got back:
http://imgur.com/qZuLd9R
http://imgur.com/2Vfm6cc
They set up "overnight" back to them on Thursday 6/4/2015. I got it in on 6/5/2015 to UPS. They screwed up (Samsung) and didn't select Saturday so they got it Monday. Danny at the Executive Customer Relations set this all up, promised me the phone back no later than 6/10/2015. I call Tuesday, 6/9/2015 since no activity on ticket yet they signed at dock 6/8/2015. They stated issue with ticket, had to create new one, will be fixed/shipped Wednesday back Thursday. Wednesday comes, no activity, call again, they state tickets take 2-3 days under executive terms, I said wait, you created this new ticket, the original started Monday, they apologized "nothing they can do" (This was Ratamus at Executive Team, stated he was a manager), will be to me no later than Saturday, will have overnight with Saturday delivery. Thursday night, shipping created, 2 day air of course, not yet picked up. Friday I call, they say UPS has it, even though tracking says otherwise, I tell them I don't believe it, they say it will be here and "sorry we selected 2 day" Sure enough this morning I check, delivery scheduled for Tuesday now, I call to make them aware this is the absolute worst experience I've had in my entire life with customer service, and they will be getting a letter and complaint to BBB. I've made sure to post pictures of this on social media as giant companies need to be held accountable while touting an "excellent customer service experience is our goal".
Beware...
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Yes I agree your situation is terrible and you shouldn't have to deal with it but the bbb is pretty much useless. I owned a business and the bbb makes you pay to be a member and have little affect on anything other than of someone is mad they call for the customer and try to get the problem resolved. Was a member for 1 year and never renewed.
jaseman said:
I believe we have reached the point with these phones (all brands, all carriers) that we MUST not ever be without them at all EVER!
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Ok... You can think that all you want, but that doesn't mean they have to do it. No more than a car manufacturer has to give you a loaner while your car is being repaired. Some choose to give loaner cars, but they aren't obligated to.
If you can't live without a phone for a few days, it is YOUR responsibility to have a spare.
JasonJoel said:
Ok... You can think that all you want, but that doesn't mean they have to do it. No more than a car manufacturer has to give you a loaner while your car is being repaired. Some choose to give loaner cars, but they aren't obligated to.
If you can't live without a phone for a few days, it is YOUR responsibility to have a spare.
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Couldn't disagree more!
All reputable car dealerships provide loaner cars for warranty repairs. If they didn't they would not have customers. Must we have a spare car laying around in case our new, under warranty car, needs repairs? Granted the cost of a spare car is certainly more than a spare phone (not by much though at today's rates) but that should become part of the customer experience for cell phones also. Just calculate what "we" pay for one smart phone per year, including all communication services, and nearly mandatory insurance, and then look at the huge profit these companies are making, it seems to me that to provide us with a loaner that they can sell as a refurb later on is not asking too much!
Not even CLOSE to true. Many dealerships don't give out loaner cars. I've worked directly with dozens of dealerships from hyundai, Ford, to Audi - and it is not a given at all.
And no, you're not supposed to have a spare car... You are supposed to get a ride or rent one.
Obviously of you find a phone manufacturer that gives out free loaners, then feel free to give them all your business.
Good luck.
jaseman said:
Couldn't disagree more!
All reputable car dealerships provide loaner cars for warranty repairs. If they didn't they would not have customers. Must we have a spare car laying around in case our new, under warranty car, needs repairs? Granted the cost of a spare car is certainly more than a spare phone (not by much though at today's rates) but that should become part of the customer experience for cell phones also. Just calculate what "we" pay for one smart phone per year, including all communication services, and nearly mandatory insurance, and then look at the huge profit these companies are making, it seems to me that to provide us with a loaner that they can sell as a refurb later on is not asking too much!
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Lol is this a serious post
Quite the different outlooks here. From my experience here on Long Island in NY, yes, car dealers give out loaners if it's an extended repair more than a day, on average if under warranty. Cell phones are obviously not a car, and if I wanted a "loaner" in this situation I would have simply brought the phone into Verizon, they take it and send it in for repair and I get a replacement on site to keep (a refurb or new replacement, that's up to them per contract agreement). Since this issue was not fixed with any batch yet, the only option was to send into Samsung direct which they don't offer a loaner or replacement program. It is rather disturbing...with a computer hard drive for example, I can do an advance RMA where they hold my CC and send a new one first then I send old back so no down time. IMO, as cell phones are doing more than calls and adding features everyday with people relying on them more and more, companies such as Samsung should institute advance RMA or loaner policies for their benefit and the customer's.
Sent from my SM-G925V using Tapatalk
I would also like it if more companies offered advance RMA.
Back again! After months of being fine, it now won't rotate back to portrait correctly. Nicely done Samsung.
This time I'll be going to Verizon to warranty swap the phone, not wasting my time sending into Samsung and being out a phone again since it's painfully obvious they have no real fix. I'll let you all know I purely use Wireless charging, so maybe this worsens the situation/speeds up process. Either way, I am using the phone for what it's designed to do, and it's failed yet again.
Chilinmichael said:
Back again! After months of being fine, it now won't rotate back to portrait correctly. Nicely done Samsung.
This time I'll be going to Verizon to warranty swap the phone, not wasting my time sending into Samsung and being out a phone again since it's painfully obvious they have no real fix. I'll let you all know I purely use Wireless charging, so maybe this worsens the situation/speeds up process. Either way, I am using the phone for what it's designed to do, and it's failed yet again.
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technically they wont do a warranty swap to my knowledge in store... they might give a loaner however.. at least i was told warranty replacements have to be shipped which they overnighted mine
Extreme Syndicate L
elliwigy said:
technically they wont do a warranty swap to my knowledge in store... they might give a loaner however.. at least i was told warranty replacements have to be shipped which they overnighted mine
Extreme Syndicate L
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Yes, it has to be shipped, which is fine. I'm going on vacation for a week so I'll do it when I get back. Wonder how long it'll take this time for it to happen again. Funny, if the camera can still rotate without issue why can't they software fix every other app? I've also factory reset the phone to see if that would fix it, which it did not.
Chilinmichael said:
Yes, it has to be shipped, which is fine. I'm going on vacation for a week so I'll do it when I get back. Wonder how long it'll take this time for it to happen again. Funny, if the camera can still rotate without issue why can't they software fix every other app? I've also factory reset the phone to see if that would fix it, which it did not.
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we have an s6 straight and capacitive buttons went out then we got a replacement and those buttons went out within 24hrs lol.. some phones are just bad in general so im in the same boat with that device.. will be the 3rd phone when i decide to call them again
Extreme Syndicate L
i have had this happen to me twice already, i got a new phone both times.
On my new phone now, working...for now. I don't have hopes of it staying that way, but would be nice. I liken this to the defect of the Samsung Moment with CDMA lockup. They got sued, put out a supposed "software" fix while it was hardware related. They suit claimed when CDMA lockup occurred and a reboot needed to take place, you couldn't call 911 and it did not function for emergencies. Samsung quickly put out a software update that "allowed 911 dialing during lockup conditions" which was not true, at all. Go look it all up. I avoided Samsung for a long time after that, this is giving me that same feeling again and it's just as sad because like the Moment, it's one of the best phones (if not the best) currently on the market.