Related
Just thought id mention the problems i have had with HTC and getting my unit repaired.
I had a problem with the radio in my tilt. I got an RMA, gave them a credit card number of course, and returned it(by the way, i did mention that my device is unlocked, and confirmed it would be returned unlocked).About a week later i get a call form them confirming they have the device and are looking into it. 3-4 days later i get a call saying the device is repaired, there is no charge, and it would be returned. I wont go into the hassle of dealing with FEDEX Ground, which was their choice of delivery company, but after a few attempts i got the device back.
I popped in my tmobile sim card and promptly got the sim lock screen. so i got on the phone and called to get the unlock code. 20 minutes on the phone, they agree to give me the code...but they dont have it, it has to come from level two.....and no i cant wait, they will email it to me.....Call the next morning, they cant help, wait for the email.....
Around this time, i decide to bluff my way through this with att as well. I get a tech person there eventually they agree to give me the code....but wait, the imei number isnt in their database.....
I also went back to the person i bought the phone from, they said they would get me the code in a couple days.
2 more days go by, i call htc back, explain all, i think i got the same tech, so they were sympathetic, and got level two on the phone while i waited.....gave me the code and off i went....
Entered the code, doesnt work....
Call HTC back, they say query the phone instead of looking under the battery this time, same number comes up, with a 01 at the end of it....they will email me the new code...
Get a response from the person i bought the phone from, "its not in the ATT database" with a couple of suggestions of unlock websites....I tired one and they couldnt do it
Call HTC back, "wait for the email"
Got a message on my phone from HTC, the original unlock code is correct, if it doesnt work, send the phone back again....so i got another RMA, gave them credit card again, and now will send back to them to unlock....
This is where i am, three weeks later, have been nice at times, have been a jerk at times, none seem to be able to get this phone fixed......
Hopefully this saga will end soon.
Ray
So I received my 16 GB and really like it. However I do seem to have the left side of the screen slightly raised, as well as some screen flicker.
May try to get it exchanged - What time frame does this have to happen with the Play Store? Do they send you a new one then you send back the old one?
After waiting an hour on hold, I finally spoke to someone. They took down my email and said someone will contact me within the next 24-48 hours.
Honestly, I'm never going to buy another piece of hardware from google again.
Foxman2k said:
So I received my 16 GB and really like it. However I do seem to have the left side of the screen slightly raised, as well as some screen flicker.
May try to get it exchanged - What time frame does this have to happen with the Play Store? Do they send you a new one then you send back the old one?
Click to expand...
Click to collapse
My experience thus far.....
Google unable to cancel overpriced preorder
Cancel order at other retailer ($40 cheaper).
Preorder arrives, notice that device as been sealed, seal was broken, then resealed.
Turn on Transformers, looks amazing! Stop video and notice screen is not responding.
Notice left side in portrait mode is raised, apply pressure and touch function resumes (keep in mind this tablet is now 30 minutes old already defective)
Notice dead pixel
Call Google and was on hold for OVER an hour (obviously I'm not the only one having an issue)
Finally get someone on the phone who has absolutely no clue about what to do.
Says they'll offer a new replacement
Instead of providing an RMA#, they said the issue will be "escalated"
Still no RMA#, still sitting out $279 with a defective tablet.
Hope you get this resolved.
Does anyone have any experience with the process?
I'm getting mine RMA'd as well. Mine has the screen coming loose from the adhesive on the left and right side when holding the tablet in portrait mode.
I was on hold for over an hour before I spoke to someone. He had never heard of my problem before and he's said he's taken hundreds of calls over the past few days. I'm getting mine RMA'd but he said a Tier 2 support person is going to be contacting me through email (why, I don't know.) He also stated that they would send a return shipping label so I can send my original one back.
Still waiting on the email, granted it's only been about 2 hours since I spoke to the rep.
Itsfugginhot said:
My experience thus far.....
Google unable to cancel overpriced preorder
Cancel order at other retailer ($40 cheaper).
Preorder arrives, notice that device as been sealed, seal was broken, then resealed.
Turn on Transformers, looks amazing! Stop video and notice screen is not responding.
Notice left side in portrait mode is raised, apply pressure and touch function resumes (keep in mind this tablet is now 30 minutes old already defective)
Notice dead pixel
Call Google and was on hold for OVER an hour (obviously I'm not the only one having an issu!e)
Finally get someone on the phone who has absolutely no clue about what to do.
Says they'll offer a new replacement
Instead of providing an RMA#, they said the issue will be "escalated"
Still no RMA#, still sitting out $279 with a defective tablet.
Click to expand...
Click to collapse
I feel your pain.
Received my tablet yesterday and noticed that the seals had been broken and then resealed. Charged up my tablet completely before turning it on. Upon turning it on I was greeted with the lovely message of "Unfortunately, Nfc Service has stopped.". I click OK and it keeps popping back up. Cannot do a dang thing on this tablet.
And I also have the issue where my screen is slightly raised on the left side.
Called Google and after being on hold for an hour was told the arrival date of my replacement was TBD. Hopefully I will get a call/email today from the 2nd tier. With my luck Google will charge me for shipping...
I'm having the same bad experience as everyone else.
Google Play store = FAIL!
Last time I preorder hardware from them. Poor delivery, poor quality control, and poor customer service. People shouldn't have to wait hours on hold to talk to someone who has no clue how to do returns or exchanges.
Luxferro said:
People shouldn't have to wait hours on hold to talk to someone who has no clue how to do returns or exchanges.
Click to expand...
Click to collapse
In fairness there's only an hour-long wait because of the amount of people ringing up to ask where their tablet is. Although I agree, they should have a separate repairs/returns call stream to handle those calls directly.
I called them last night, was on hold for 55 minutes, told them of my issue (dent on Nexus 7 out of the box), guy said he will need to escalate the issue, asked for my email address, and that they'd contact me within 48 hrs. 2 minute conversation with the guy total.
I've received an email about our conversation and currently waiting for a real response...
same boat, on hold for about an hour last night, spoke to someone about my backlight (bottom of screen doesnt always light up) said they will escalate and contact me within 48 hours. BS, last time I order from google.
Just been stung on the warranty for a silent circle black phone bp1 handset,basically it was marked as April 2015 on the box,after absolute hell trying to stop it going frozen on a black screen,also headphones never worked when I bought it,they just crackle all the time,it will suddenly lock into a unresponsive frozen state during use and simply will not clear the cache during wipe with an official update.So to the point here,basically the warranty is a warranty end of didcussion,if a initial seller won't exchange and they are a third party seller you should still provided it is an official handset be able to send it direct to silent circle for warranty right? Wrong this is a response silent circle gave me in a return mail asking why after so many times writing prior to expiration of the warranty they are not providing it
Subject: Re: SICK OF THIS PHONE
AUG 15, 2016 | 07:06PM UTC
Jennifer replied:
This device was not purchased directly from Silent Circle and our current support will be limited to a Silent Circle subscription.
Regards,
Customer Support
you just won't get a silent circle warranty then? The biggest insult is they had me going through hoops for them manualy flashing a system update package and trying varied resolves during the valid warranty period time instead of recalling it despite having been explaining problems gestating all the time between email contact,so be aware you buy from anyone else's but silent circles stores you will likely get told you have no warranty guys.
Hi All.
Battery stuck on 50% won't change even when charge or discharge. Today it randomly shutdown in my pocket. and then had a battery symbol with a ?. The phone eventually turned on, I've tried turning off location, rebooting still having issues. Sometimes the battery saving mode stops working, i.e. it cannot be turned on. As I can see the problem concerns a large group of users and nobody knows what this problem is related to. Google is silent as usual. Is this a problem with the software or components ?! I am in a bad situation because I have no warranty for the device and I do not know where to send the phone in Poland because no one knows what is the cause of the problem. Help me please.
https://support.google.com/pixelphon...25796722?hl=en
https://support.google.com/pixelphon...22385581?hl=en
Had this.
This is going to sound dumb:
Shut your phone off.
Now squeeze the phone around the G logo on the back (like you're trying to compress it).
Now turn it back on and charge normally.
This is potentially only a temporary fix as I have no idea how this would be software related.
If you can enter bootloader mode, you still have chance to save your phone by yourself :
(1)Make sure there is fastboot&ADB tool in your computer
If you don't have it, please download from here(https://developer.android.com/studio/releases/platform-tools). To click the one depends on which one of OS you have and then install in your computer
(2)Download google factory image file from here(https://developers.google.com/android/images). To choose the model of your phone and download it then extract file.
(3)Reboot your phone to bootloader mode. Then use USB cable and make phone connected to your computer USB port. Then execute the window commend mode. key in
fastboot devices ===> make sure your phone being catched by your computer
flash-all ===> To build up a whole new pixel OS in your phone.
Good luck !
Kris
Shayded said:
Had this.
This is going to sound dumb:
Shut your phone off.
Now squeeze the phone around the G logo on the back (like you're trying to compress it).
Now turn it back on and charge normally.
This is potentially only a temporary fix as I have no idea how this would be software related.
Click to expand...
Click to collapse
Unfortunately, this is only temporary. After one day the problem happened again!
SignumOne said:
Unfortunately, this is only temporary. After one day the problem happened again![/QUOTE
Ive had my pixel 4 xl since november and it just started automatically shutting off when in my pocket all by it self a few weeks ago , took cell phone to my sevice provider and they sent it in for repair ...received a new phone ...well refurbished p4 xl only to have if start happening again days later and have the 50% battery start happening also ....contacted google and they are in the process of sending me a new refurbished p4 xl , so this will be my 3 rd p4 xl ..lol
very frustrating to say the least ....ive had to hard reboot my phone at least 20 times a day or basically keep it out of any pockets , the is common issue apparently with pixels phones from what i've read in the link https://support.google.com/pixelphone/thread/22397169?hl=en
I've talked with loyalty department at my service provider and if it happens again with the pixel that google sends me , then they will allow me to void my contract and supply me with a new device from a different brand ...ie Samsung or apple or whatever else is available on the market right now on there website.
i'll be really bummed if i have to switch to a samsung or apple buuuuuut need a stable device ...lol
So to anyone having this issue that still has a basic warranty, there are at least 2 options ...rma device over and over till you get one that doesn't have this problem or contact service provider and explain your situation and most likely they will be understanding to the fact that you have purchased a 1200.00 phone that requires constant rma's and hopefully allow you to exchange for a different brand of phone that doesn't have this these problems
Click to expand...
Click to collapse
Mr. Blanco said:
SignumOne said:
Unfortunately, this is only temporary. After one day the problem happened again![/QUOTE
Ive had my pixel 4 xl since november and it just started automatically shutting off when in my pocket all by it self a few weeks ago , took cell phone to my sevice provider and they sent it in for repair ...received a new phone ...well refurbished p4 xl only to have if start happening again days later and have the 50% battery start happening also ....contacted google and they are in the process of sending me a new refurbished p4 xl , so this will be my 3 rd p4 xl ..lol
very frustrating to say the least ....ive had to hard reboot my phone at least 20 times a day or basically keep it out of any pockets , the is common issue apparently with pixels phones from what i've read in the link https://support.google.com/pixelphone/thread/22397169?hl=en
I've talked with loyalty department at my service provider and if it happens again with the pixel that google sends me , then they will allow me to void my contract and supply me with a new device from a different brand ...ie Samsung or apple or whatever else is available on the market right now on there website.
i'll be really bummed if i have to switch to a samsung or apple buuuuuut need a stable device ...lol
So to anyone having this issue that still has a basic warranty, there are at least 2 options ...rma device over and over till you get one that doesn't have this problem or contact service provider and explain your situation and most likely they will be understanding to the fact that you have purchased a 1200.00 phone that requires constant rma's and hopefully allow you to exchange for a different brand of phone that doesn't have this these problems
Click to expand...
Click to collapse
I fully understand you. I am in a worse position. As a loyal Google fan, I bought my pixel from someone who didn't have a proof of purchase. In Poland it was difficult to get it, and as it was 1.5 times more expensive than everywhere else. It seems that I can throw out the pixel and buy another phone for a lot of money. I am most annoyed by the company's attitude. It looks like they are xxxxx on us.
Click to expand...
Click to collapse
Kris Chen said:
If you can enter bootloader mode, you still have chance to save your phone by yourself :
(1)Make sure there is fastboot&ADB tool in your computer
If you don't have it, please download from here(https://developer.android.com/studio/releases/platform-tools). To click the one depends on which one of OS you have and then install in your computer
(2)Download google factory image file from here(https://developers.google.com/android/images). To choose the model of your phone and download it then extract file.
(3)Reboot your phone to bootloader mode. Then use USB cable and make phone connected to your computer USB port. Then execute the window commend mode. key in
fastboot devices ===> make sure your phone being catched by your computer
flash-all ===> To build up a whole new pixel OS in your phone.
Good luck !
Kris
Click to expand...
Click to collapse
Have you checked if it works for you?
SignumOne said:
Have you checked if it works for you?
Click to expand...
Click to collapse
i've flashed full stock images , custom roms and still have the same issue on both stock and custom rom
Had the same problem three weeks ago. Contacted Google Support und they send me a new phone as a replacement on warranty.
SignumOne said:
Hi All.
Battery stuck on 50% won't change even when charge or discharge. Today it randomly shutdown in my pocket. and then had a battery symbol with a ?. The phone eventually turned on, I've tried turning off location, rebooting still having issues. Sometimes the battery saving mode stops working, i.e. it cannot be turned on. As I can see the problem concerns a large group of users and nobody knows what this problem is related to. Google is silent as usual. Is this a problem with the software or components ?! I am in a bad situation because I have no warranty for the device and I do not know where to send the phone in Poland because no one knows what is the cause of the problem. Help me please.
Click to expand...
Click to collapse
This is the "No Warranty Solution" : Flash a full factory image and allow it to completely wipe your phone. This is the second step Google support would give you (the first is doing a factory data reset from Recovery). If after flashing your phone, restoring it to the original "out of the box" state, you still have a battery issue, then the next step is to replace your battery. If you forgot to state in your OP that your bootloader is still locked (so you can't flash the image) then you need to do that first. Bottom line is you need to factory reset the phone to rule out a software issue. If the restored phone still has the same problem, then you need to focus on the hardware. Best of luck. :good:
Yes, it does !
SignumOne said:
Have you checked if it works for you?
Click to expand...
Click to collapse
Same happened to me with 4 XL 64.
I've been able to "fix" with the turn off and squeeze but the problem has turned into the battery discharge displayed gets stuck at a percentage and it won't charge. I have to turn off & squeeze to get it back.
Finally called Google and they are making me send my phone in for repair. Now I assume for turnaround sake, they'll just send me a new refurb back. That also means I'm not confident the problem will be resolved as there are over 150 replies on the Google Support page identifying this problem.
https://support.google.com/pixelphone/thread/25796722
Looks like some folks are getting a replacement before sending the problem phone back but others are required to send it in or drop off at repair facility.
Good for me? I have Preferred Care and I'll keep sending them back until I get one that works.
Bad for me? I'll have to keep sending them back + I splurged on the orange color so I doubt I'll ever see that again.
I've actually dealt with this. This is a hardware issue. I had the same problem. Covered by warranty, I took it to ubreakitifix after contacting Google and they took care of me. Trust me this isn't a issue where you can flash this or squeeze that. This is a hardware issue on Google's part. There's nothing you can do as a phone user about a defective battery in a 6+ month old $1000 phone
angus242 said:
Same happened to me with 4 XL 64.
I've been able to "fix" with the turn off and squeeze but the problem has turned into the battery discharge displayed gets stuck at a percentage and it won't charge. I have to turn off & squeeze to get it back.
Finally called Google and they are making me send my phone in for repair. Now I assume for turnaround sake, they'll just send me a new refurb back. That also means I'm not confident the problem will be resolved as there are over 150 replies on the Google Support page identifying this problem.
https://support.google.com/pixelphone/thread/25796722
Looks like some folks are getting a replacement before sending the problem phone back but others are required to send it in or drop off at repair facility.
Good for me? I have Preferred Care and I'll keep sending them back until I get one that works.
Bad for me? I'll have to keep sending them back + I splurged on the orange color so I doubt I'll ever see that again.
Click to expand...
Click to collapse
You might be able to convince them to send you a device before you ship it off, citing the current global situation and a need for a cell phone
OP lives in Poland and has no receipts or warranty. Poland is not a supported country so he is looking for "non-warranty" solutions.
Shayded said:
You might be able to convince them to send you a device before you ship it off, citing the current global situation and a need for a cell phone
Click to expand...
Click to collapse
The return process was pretty great. I shipped my existing phone off on a Monday (Illinois to Texas) and by the following Monday, I received my exact phone back (has a screen protector on it). I was very satisfied with that. HOWEVER, the "repair" still has an issue where if I charge to 100%, the icon stays at 100% until I reboot and then it'll display the correct battery %.
The repair documentation was a bit vague and said they replaced the "charging port". I still believe there's a unannounced hardware issue. Can anyone say, class action????
---------- Post added at 04:16 AM ---------- Previous post was at 03:49 AM ----------
I wonder what the next step would be if I started another repair claim?
Holding the power button down for more than 3 consecutive seemed to solve a similar issue for me. My P4 was holding certain percentages for too long (even though the phone actually lost more).
Suavie103 said:
I've actually dealt with this. This is a hardware issue. I had the same problem. Covered by warranty, I took it to ubreakitifix after contacting Google and they took care of me. Trust me this isn't a issue where you can flash this or squeeze that. This is a hardware issue on Google's part. There's nothing you can do as a phone user about a defective battery in a 6+ month old $1000 phone
Click to expand...
Click to collapse
This post seems to have been ignored. If it happens to me, I'll try that. But my carrier purchase didn't qualify for Google extended care add-on. Standard warranty only. Does that make a difference in what Google would do in this case?
I use Accubattery and monitor charge cycles for "battery wear". Even following "Battery College" recommendations, battery health has dropped from 99 to 95%; I've had the P4XL since November. I'm now slowing the charge, getting away from power delivery to see if that helps slow the wear. SOT varies greatly per charge.
I use a belt pouch for carrying phone while away from home. Rarely, I put it in my pocket but do so at home- front pocket only- never back pocket. May just be bad phone batteries from what I've read.
Sent from my Pixel 4 XL using Tapatalk
v12xke said:
OP lives in Poland and has no receipts or warranty. Poland is not a supported country so he is looking for "non-warranty" solutions.
Click to expand...
Click to collapse
For 5 weeks my Pixel has been in the authorized repair center in Germany. They don't have parts to fix it. They told me that. It is not known how long this may take. I haven't had such a circus with a good smartphone. I love Google products, but I feel very disappointed because Pixel cost me a lot of money and this is definitely a factory defect.
SignumOne said:
For 5 weeks my Pixel has been in the authorized repair center in Germany. They don't have parts to fix it. They told me that. It is not known how long this may take. I haven't had such a circus with a good smartphone. I love Google products, but I feel very disappointed because Pixel cost me a lot of money and this is definitely a factory defect.
Click to expand...
Click to collapse
Sorry to hear this, and surprising, as Germany is a supported country with many authorized repair centers. Did you send it to PSC? They claim to be Google-certified and have all factory parts? COVID-19 may also be delaying things. Hope things turn out well for you. :good:
So earlier today I dropped my phone, and cracked the screen. I got what appears to be a common issue with the Pixel 5a, where a small crack will cause the entire screen to stop working, flashing green occasionally. It seemed as if the fix was to get the screen replaced on the phone and things should be working fine. I could hear the notifications come in on my phone, but couldn't get any touch inputs to work on the phone. Or see anything beside the green flashing. To get the phone fixed as soon as possible I called a uBreakiFix store nearby and they said they could fix the phone in a few hours and already had the Pixel 5a screen in stock. I dropped off the phone and the techs told me they would call in 2hours for me to come pick up my phone. About 1hr later I was called and asked for my phone password to run google diagnostics on the device.
I wasn't comfortable giving random techs my cellphone password, so they said I could come into the store and put the password in for them, and watch as they run the google diagnostic tests. After I arrive, I ask what the diagnostic tests are and why the tech needs my password to run them. They explained it is a built in part of the android software that google has on all pixel phones. I explained that I do not have the stock android ROM on my phone, and my device is using Lineage OS 18.1. After a bit of back and forth with the tech, them trying different ways to access the google diagnostics menu, all of them failing. Eventually the uBreakiFix tech told me they cannot let me have my phone until they run the google diagnostics on the device. The techs don't know what the diagnostics are just how to access the menu and run the tests. The only other option is for the tech to undo the screen replacement and give me back my broken phone. The issue with the store is that google requires all phones to have a google diagnostic test run after service, or else google will stop selling replacement parts to the store, and no longer allow them to be an authorized google repair location.
The techs let me use my phone and try to figure out how to run google diagnostics myself. I couldn't figure out how to make it happen, the closest I got was creating a bug report in the developer options section. The store is also not allowed to sell me a screen because that goes against google policy too.
With all of this information I contact a google support rep, and start chatting with them online. (using my now fully functional phone in the ubreakifix store). The support rep tells me they need to escalate the issue and will try to have someone call me about the issue, by the time I finish explaining what has happened to the various google support reps, it's been almost 1hr and the ubreakifix store is going to close. Eventually I get in contact with a google rep on the phone with 5min left before the store closes(using a different cellphone). I explain the situation, I have a custom rom google diagnostics don't exist, let the store give me back my phone. The rep talks to a supervisor, asks me multiple times if I can just reset the phone or flash stock ROM back onto the device so that google diagnostics can be run. I am trying to figure out what is involved in the google diagnostic so maybe I can get that info myself without having to change my ROM, but the rep is unable to answer. Finally the ubreakifix techs tell me they gotta get home, so I get the techs to agree they won't do anything else to my phone until I come back tomorrow morning and leave the store while still on the phone with the google support rep. Continue talking to the rep getting nowhere, they tell me the best they can do is try to get me in contact with a google product specialist who will email me later about options.
Here's the email that I get from google about 20min after my phonecall.
Hi [TDI_WORM],
Thanks for contacting Google support.
I'll forward your case to our Specialist.
To get more information about this case, please send us the work order from UBreakIFix and if they can provide the documentation about the policy that they mention.
Thanks!
[google rep name]
Click to expand...
Click to collapse
I sent the rep the case number as well as a statement saying I cannot flash stock rom back onto my phone, and all I want is for google to waive the requirement of diagnostics for my repair.
I guess my questions are: has anyone else come across a similar issue? How did you resolve it? Do you know what the google diagnostics are? Is it possible to recreate google diagnostics with Lineage OS 18.1?
TL;DR: Broke my screen, took it to ubreakifix to replace screen (they had pixel 5a screens in stock), store replaced my screen, but won't give back phone without running "google diagnostics" because its google policy that all repairs have a diagnostic run before returning to the customer. I held my working phone in my hand but could not take it with me because LineageOS does not have a google diagnostics menu. Google support rep said they will escalate to higher but I should just bring whatever I need to the store and flash stock rom on the phone so ubreakifix can run the google diagnostics.
It would have been much faster to just flash the OEM ROM back onto the phone, after backing it up. Then test and get it out of the store, and restore from the backup. Of course the whole thing is utterly stupid, and someone at Google should have enough brain cells to just tell the tech to give you your phone back, but that is where we are.
Edit: it would probably have been possible to flash OEM Android to the inactive slot and retain your current ROM. /edit
Please note that this is happening because Google is trying to tightly control the repair of "their" phones with their parts at shops that will do exactly as they say. This is why we need a Right to Repair law in the U.S. Anyone should be able to buy the repair parts and do the job themselves if they wish (or have an independent shop do it), and not have the manufacturer dictate everything. The Land of the Free isn't.
never and i mean never bring your phone to them. just go through google directly. i dealt with them once as i figured id ignore all the horror stories i'd heard about them. i shouldnt have. ill check on stock and see if i can pull it off the phone. if so, it can prob be made into a magisk mod and installed
diag stuff
i found 2 apps. so i included both and screenshots showing their locations and perms
Get a good case. It likely would have avoided all this. So does that app need to run to reinitalize the phone? If it looks good to go... go.