Have been waiting over 3 weeks now for my Diamond to come back from the repair centre. It took one week to look at the phone, once they looked at it then they ordered parts.. Surely someone can be at the front-line looking to see what parts are required, if they need to be ordered order them on the first day not the 5 day. Now my phone has been sitting there for 3 weeks and when i call for an update they are getting antsy with me cause I'm calling them too often... . I've only called them 3 times in 3 weeks... WTF! Surely it doesn't take longer then 1 week for parts to arrive from OS?
Anyone here from a repair centre? Am i being stooged? Are they just keeping my phone cause its so cool and just playing with it themselves?
snoopyexec said:
Have been waiting over 3 weeks now for my Diamond to come back from the repair centre. It took one week to look at the phone, once they looked at it then they ordered parts.. Surely someone can be at the front-line looking to see what parts are required, if they need to be ordered order them on the first day not the 5 day. Now my phone has been sitting there for 3 weeks and when i call for an update they are getting antsy with me cause I'm calling them too often... . I've only called them 3 times in 3 weeks... WTF! Surely it doesn't take longer then 1 week for parts to arrive from OS?
Anyone here from a repair centre? Am i being stooged? Are they just keeping my phone cause its so cool and just playing with it themselves?
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In the European Union the acceptable repair time is two weeks according to the consumer protection authorities.
over 5 weeks in my case. They replaced the wifi/gps module and it had to come from Asia.
5 WEEKS?!? did they warn you it was going to take that long? Where you able to take your phone back and use it until the part arrived?
Here in Portugal is 30 days (not working days) by law.
I think they have to compensate you for the time, guess in money. Here you can ask for that.
i get fed up.. went and picked up my phone, told them to call me when\if the parts arrive.
Hi, just wanted to get some advice from someone, would really appreciate it
I ordered the Motorola Milestone from expansys fo £450 before Christmas, and recieved the phone after Christmas on 29/12/2009, Today (11/01/2010) is the 10th working day since I received the phone. I just noticed yesterday that expansys dropped the price of the phone by £50, so now its £399.
Will they refund me back £50? As under the cooling off period I am still entitled to a refund.
Just called them, they go they wont pay the difference, but as its under 2 weeks, they will give a refund for £450 and then I can purchase the phone again for £399.
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.
I would love advice on escalating this with HTC but I've hit a brick wall with their "escalations department"
History:
I've been a huge fan of HTC since the Nexus One
then Incredible
Thunderbolt
Rezound
DNA
One Dev Edition
I pre-ordered a One and received it without the cases I purchased in the same order.
After a couple of days dropped the One on a wood floor. *Usable but screen is cracked. *Completely my fault. * Called HTC and sent it in. Bill was to be $180 plus my shipping to them.
*I was told I would receive my phone back within 3 days of them receiving it. HTC Repair received it on 5/1/13. *On 5/6/13 I started to contact them since I had not heard back.
1-888-354-2375*- Phone customer service
15931135 order #
Ticket #:*13USC180001610
$180 to replace screen
1ZET02490799468921 UPS tracking number when I sent it to htc 2nd day air.
Delivered On:
Wednesday, *05/01/2013 at*10:07 A.M.
Left At:
Office
Signed By:
CASERES
5/6/13 no status on phone, I need to call back 5/7 if I don't hear. *They are escalating. *Melanie
now says 7-10 business days but our phone is not even logged in to their system as received yet.
5/7/13 45 minute call- Josh escalated- booked in- still not marked received
RMA (Phone and Accessories) escalations closed. *Other escalations team doesn't handle that.
chose preferred time for call back from them. *His screen shows successfully escalated.
open 8am-8pm
Rob- supervisor of call center
Isaiah booked in and received should change to scanned in. told me how to track it online
5/8/13 Gabby said rma will email me today.
Janet supervisor- will be receiving email today
RMA escalation closes at 9pm canada east coast time
all usa phones get scanned at the same center
40 minutes
5/8/13 HTC guy took off after connecting me to RMA. *Did not ask or say he just said "Juan is on the line with him" and bolted
Juan with RMA
IT department is waiting for part to be entered into their system
try to recommend not sending two day air
phone is not in system yet
can't tell me a date
3-5 days to get shipped out
29 more minutes
5/8/13 12:56pm received email from Juan telling me to call HTC
5/8/13 1:43pm Brandon at HTC phone cust service
read me my notes and told me a supervisor couldn't help me. *I told him he shouldn't decide that for his supervisor.
Megan- escalations supervisor- will take it over personally
will call me back within 3 hours
5/8/13 4:18pm Megan called me back- they will cover the repair as warranty due to my trouble. *I told her about bad pixel and fit problems.
506-694-4200 # is no good
5/8/13 5:24pm Isaiah called me back to tell me they entered it.
716-871-6400 # is no good
5/8/13 7:20pm I ran my visa in their web form for $180 to keep the repair going.
5/9/13 3:30pm no contact from HTC so I tried to call Megan back
got Jeff in regular phone support. *Megan's stuff is there but he thinks she is at lunch so he will send her an email
5/9/13 4:00pm Megan called back
She will reach me by 11am her time on Friday with a better plan because repair could not give her a date.
5/10/13 11am-ish Megan called back. Phone will ship back to me today and she will email me tracking number. They credited me back the $180.
5/10/13 No word from Megan. *HTC site still shows phone being repaired not shipped. *not sure on charge
5/11/13 Still in repair
5/12/13 still in repair
5/13/13 18 minutes still in repair and no call/email from Megan*
I called Tennessee office (got Mike) somehow- he didn't know who she was but he is trying to reach the canadian office. *He said that I can't decide which office receives my call.*
He reached RMA tier 2 but said they left for the day.
as of 5/10/13 Right now it is on hold for materials he said
Marybell HTC escalations dept emailed Megan about not following up with me
Does not show the $180 credited.
5/14/13 *1:45pm 9 minutes Ryan in Canada is looking for Megan. *He found her in a meeting. *She asked him to email her *my details and he will create a ticket.
5/14/13 4:30pm Megan called me back. *Now they are waiting for the bezel. I'm not sure why because it was just supposed to be the screen or glass for the screen. *She could not give me a date other than to say it takes a while to get the parts. *No stock on dev edition so they can't give me another one. *I asked for an AT&T model since I could still unlock the bootloader. *She will look into it and get back to me on Wednesday. *No real explanation of why she did not reach me back. *She claims she did not forget about me.
That's sucks but be happy they are taking care of you for free. I have dealt with Marybell and am dealing with Juan currently. They both are decent and will eventually get the issue resolved they are not fast though...
My One arrived today. Everything seems good with it
nullkill said:
That's sucks but be happy they are taking care of you for free. I have dealt with Marybell and am dealing with Juan currently. They both are decent and will eventually get the issue resolved they are not fast though...
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My One arrived today. Everything seems good with it
Hi all
Has anyone had to get a replacement Nexus 6 recently? I am waiting for one for mine (experiencing sound/speaker issues) and I submitted the Advanced Exchange request 10 days ago. I called them today and they said they would send it when they send it. No idea on estimated time. Anyone else know about how much time to expect? It is a Cloud White 32GB.
submitted mine on Wed night, had a new phone on Friday.
LT1UltraZ said:
submitted mine on Wed night, had a new phone on Friday.
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And yours was a Cloud White, 32GB? Sent from TX?
tysdroid17 said:
And yours was a Cloud White, 32GB? Sent from TX?
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blue..
I still haven't heard anything, almost two weeks later. Seems crazy to me...
I had to spam them with phone calls. I had to eventually get firm. I put in for a replacement because of overheating issues two weeks ago. They kept giving me the run around. I had to escalate it to the next tier. I asked why did I put in for an advance exchange and put a hold on my card if I wasn't going to receive my replacement at a reasonable time. I told them their website listed them in stock but I haven't gotten notice on my replacement. A little less than week into spamming, I finally got a tracking number and the device was shipped overnight. I have a midnight blue Nexus 6, 64gb.
Talked to Motorola on wed or Thursday and got the phone on Saturday. I was surprised that they sent me a brand new unit, not refurbished.