Related
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'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.
Even though sprint is not better business bureau accredited, I have filed a complaint with the BBB against sprint regarding the fact that they have knowledgeably put defective devices in the hands of consumers, and are not making a quick effort to remedy the situation, I have also stated that sprint wants to replace the devices with refurbished devices, which are valued at a lesser value then a brand new device, and still charge customers for the full price of the brand new device. I have also pointed out that they are stringing customers through the 14 day exchange period claiming it is the network, and then on the 15th day saying it is the device, and making it very difficult to exchange the devices. any way I am encouraging any one who has had issues with their device to file a complaint with the bbb against sprint, as sprint does respond to their complaints on there
Yesterday, after many chats and calls with Sprint, and 2 trips to 2 different stores, I was assured that my device is fine and that the towers in my area are to be fully functional by May 7. We'll see if my service improves. I have the option of getting refurb, which is complete bs. A brand new phone that may be defective and I can't get a brand new one because I'm past the 14 days. So yeah, I'm with you on this if things don't improve in 3-4 days.
OP. The first device I've received had a completely black pixel in the top right. I exchanged it and got a new phone with a SCRATCH under the glass and a red pixel (which I'm guessing is dead). On my third trip the guy was reluctant to hand me a new HTC One, but when I got it, it had another completely black pixel. I completely agree that sprint is knowingly dishing out defective devices to people. I'll try and figure out how to file a complaint with them. Thanks OP
Sent from my 831C using Tapatalk
please do, the more people who complain to the bbb the better, Im also planning to email sprint the laws regarding knowingly selling defective devices
dogcmp6 said:
please do, the more people who complain to the bbb the better, Im also planning to email sprint the laws regarding knowingly selling defective devices
Click to expand...
Click to collapse
Hard to prove stupidity.
Count me in on this. Not a happy camper. Two weeks of "it's the towers in your area", an hour + with three levels of tech support from my landline and finally a second trip to a store where a technician actually tested the device and entered an eTicket on my accounting noting my M8 was defective and needed to be replaced.
No TEP? $75 bucks to replace the phone through Sprint or screw around for a few weeks dealing directly with HTC. Why should I have to pay for a defective product that never worked well and progressively deteriorated into a worthless brick? I can't get calls from my customers or email in the field and this is not good for business so I'm desperate. Even though furious at the prospect of paying $75 dollars for a 4 week old phone that didn't work through no fault of my own, for expediency I begrudgingly went ahead and set up getting a replacement. Damn, what a scam!
After it all gets set up and entered into the computer, then the guy tells me they are on backorder and it will be 5 to 7 days before they ship.
I just about lost it but attempted to maintain some degree of civility while expressing my displeasure with this policy, their crap customer service that could care less and that my intention was to contact the BBB and possibly the Attorney General regarding this whole debacle. I know the guy I was speaking to was just doing his job and probably hears a lot of this but his one saving grace was asking me if I still had my old phone.
After confirming they weren't going to bone me an activation fee for bringing my old phone back online and not for the replacement M8 whenever I get it, I am now back on my three year old HTC Evo 4G but at least I can make and receive calls, get texts and have some degree of mobile data connectivity and can get email away from WiFi. In the post-contact texts from Sprint asking about my satisfaction with the recent call, I let them know this was robbery and that I would never recommend anyone ever choose Sprint.
I think I can put TEP on my replacement and trust me, if it doesn't work as expected I'll utilize it to the max and if still not satisfied, feel like this is sufficient grounds to break my contract and go somewhere else. It took days to get my M8 setup just the way I wanted it and I absolutely love it. Too bad I can't use it. :crying:
--Elisabeth
ps
FA43KSF... serial number
I agree with your anger. I have never wanted to switch carriers in the 5 years with Sprint until now. I wish I had not have sold my gs3 when I got my m8. I would go back to that and sell this one. I still might. It may be the towers for me, that is yet to be seen, but the utter lack of service over this is the frustrating part. I shouldn't get a refurb for a brand new defective device. "That's Sprint policy" though. Lameness.
Yeah, once I have my replacement I will be submitting a complaint to the attorney general of Illinois about the issue too, and encourage others to take part in that step too...also I can see by the increase in complaints to sprint on BBB's website that a good amount of people are seeing this thread and submitting complaints...ive been stuck on a Samsung replenish which is my back up phone for 4 days...also the serial on my defective m8 is HT441SF....
limpiador31 said:
Count me in on this. Not a happy camper. Two weeks of "it's the towers in your area", an hour + with three levels of tech support from my landline and finally a second trip to a store where a technician actually tested the device and entered an eTicket on my accounting noting my M8 was defective and needed to be replaced.
No TEP? $75 bucks to replace the phone through Sprint or screw around for a few weeks dealing directly with HTC. Why should I have to pay for a defective product that never worked well and progressively deteriorated into a worthless brick? I can't get calls from my customers or email in the field and this is not good for business so I'm desperate. Even though furious at the prospect of paying $75 dollars for a 4 week old phone that didn't work through no fault of my own, for expediency I begrudgingly went ahead and set up getting a replacement. Damn, what a scam!
After it all gets set up and entered into the computer, then the guy tells me they are on backorder and it will be 5 to 7 days before they ship.
I just about lost it but attempted to maintain some degree of civility while expressing my displeasure with this policy, their crap customer service that could care less and that my intention was to contact the BBB and possibly the Attorney General regarding this whole debacle. I know the guy I was speaking to was just doing his job and probably hears a lot of this but his one saving grace was asking me if I still had my old phone.
After confirming they weren't going to bone me an activation fee for bringing my old phone back online and not for the replacement M8 whenever I get it, I am now back on my three year old HTC Evo 4G but at least I can make and receive calls, get texts and have some degree of mobile data connectivity and can get email away from WiFi. In the post-contact texts from Sprint asking about my satisfaction with the recent call, I let them know this was robbery and that I would never recommend anyone ever choose Sprint.
I think I can put TEP on my replacement and trust me, if it doesn't work as expected I'll utilize it to the max and if still not satisfied, feel like this is sufficient grounds to break my contract and go somewhere else. It took days to get my M8 setup just the way I wanted it and I absolutely love it. Too bad I can't use it. :crying:
--Elisabeth
ps
FA43KSF... serial number
Click to expand...
Click to collapse
Mine starts with fa43 also maybe I need to return it I just got it
Sent from my 831C using XDA Premium HD app
What is the worst thing about this is how Sprint is handling it.
Not that broken/defective devices exist or broken towers.
Just that they could give crap about you as a loyal customer.
They treat you like dirt. And they wonder why customers treat them like dirt back.
It's been such a bad experience, it took all the fun out of getting this phone. So they botch something, it happens. It's they handle it like sh$t.
I would have been more content keeping my old M7 phone.
It started off like crap when they kept me on the phone for like an hour when I ordered the thing and tried to upsell a bunch a crap.
And the lady had put a Tablet AND Stylus on my order. I caught her at the end had her take it off. But she left a freaken stylus on there.
It was only $15.00, just small enough to not want to waste another hour on the phone and shipping it back.
Man did that piss me off to start.
mswlogo said:
What is the worst thing about this is how Sprint is handling it.
Not that broken/defective devices exist or broken towers.
Just that they could give crap about you as a loyal customer.
They treat you like dirt. And they wonder why customers treat them like dirt back.
It's been such a bad experience, it took all the fun out of getting this phone. So they botch something, it happens. It's they handle it like sh$t.
I would have been more content keeping my old M7 phone.
It started off like crap when they kept me on the phone for like an hour when I ordered the thing and tried to upsell a bunch a crap.
And the lady had put a Tablet AND Stylus on my order. I caught her at the end had her take it off. But she left a freaken stylus on there.
It was only $15.00, just small enough to not want to waste another hour on the phone and shipping it back.
Man did that piss me off to start.
Click to expand...
Click to collapse
Sorry, but the fact that you got a stylus for a phone, that clearly doesn't need one, is hilarious to me.
Sent from my 831C using Tapatalk
The lady I ordered from tried to upsell that stuff to me too. She wouldn't take no for an answer and actually asked me if it was a money issue as to why I didn't want the tablet. I was so irritated that I yelled.
And that's why I only order from their website. No hassle and you get the same results.
Sent from my 831C using Tapatalk
fr0st420 said:
And that's why I only order from their website. No hassle and you get the same results.
Sent from my 831C using Tapatalk
Click to expand...
Click to collapse
Because I have a SERO 500 plan (two of them) that's not an option. It's part of the dues you pay for having that plan.
I'd be long gone if not for the SERO 500 plan. No way I'd pay regular price for this network and customer service. It's getting close to not being worth the savings as is.
I agree with you. I have 2 sero plans as well, if not then I would be long gone too.
I have the opposite experience with Sprint. LTE is everywhere averaging 20 to 30 mb. I pay roughly 60 a line too. I'm not going anywhere lol
4/21-5/20
Anytime 62M/1500
Text 613/Unl
3G Data 94532KB/Unl
4G Data 4242870KB/Unl
Sent from my 831C using Tapatalk
fr0st420 said:
I have the opposite experience with Sprint. LTE is everywhere averaging 20 to 30 mb. I pay roughly 60 a line too. I'm not going anywhere lol
4/21-5/20
Anytime 62M/1500
Text 613/Unl
3G Data 94532KB/Unl
4G Data 4242870KB/Unl
Sent from my 831C using Tapatalk
Click to expand...
Click to collapse
I'm lucky if I get 0.5 mb.
My sprint horror story continues...was told on Wednesday of last week that my new phone would be there in two business days, got told yesterday (Monday) that it would be here by today...go to the store thinking I would pick it up today, and my phones not there, the manager pulls up the tracking and says it hasn't even shipped yet, keeps me there for an hour and a half well he talks to his other store people about who to call at the warehouse, instead of calling the warehouse like he would do if he had any freaking common sense
I'm not having any issues. Sorry to hear all of you guys, hope that I never fall on that situation.
Sent from my 831C using XDA Premium 4 mobile app
What's the defect about? I ordered my m8 off contract for 250 thru htcchampions.
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...
Click to expand...
Click to collapse
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!
Click to expand...
Click to collapse
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.
Click to expand...
Click to collapse
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!
Click to expand...
Click to collapse
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.
Click to expand...
Click to collapse
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
Click to expand...
Click to collapse
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.
Click to expand...
Click to collapse
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.
I have a Note 8 that I have been very happy with. It's 20 days old and last night while using it just went black. When plugged in to power there is not LED or any sign of life. I performed troubleshooting steps for soft and hard resets with and without power cables. I've tried 3 different power cables and cords but nothing. I charged overnight and still nothing. Completely dead. Phone still looks brand new because I bought a rugged case for it. I've treated it like a newborn baby so it must be defective.
I called Samsung support this morning who walked me through all the previous troubleshooting I've performed and confirmed that the phone is defective. Because it is only 20 days old they created a ticket for me and told me to call ecommerce department @ 855-726-8721 and give them the ticket number and they would replace the phone.
Called ecommerce who was happy to help me and all was well until the end of the phone call. I was told that within a week I would get an email with instructions and a label to send my phone back and within 15 days I would receive a replacement phone. I said WHAT!!!
When I purchased the phone I payed for expideted shipping and had it within 3 days. It's 20 days old and defective and now I'm told that it will actually be 3-4 weeks before I get a working phone again. This is the only phone I have. I had to go to a family member's house to call them 3 times for this info.
There is no escalation path available. Support can only support me. ecommerce can only put in a request via internal communication to a returns team and this is the returns team policy. You can no contact the returns team. You can't escalate to anyone because they are all different departments that have no communication with each other. I can't even call the corporate office to complain because they send you back to support. Everyone I speak to understand and they would be frustrated to but can't help me. Even Samsungs employees don't agree with it but can't do anything or put me in contact with anyone to complain.
So now I sit here waiting for what could be a week before I even get a communication from the returns team to get a working phone. I had the note 7 and lived through two replacements before they took my phone. I even stayed with them and bought the S7 edge. Traded it in for the Note 8 because I had faith in the company. After my experience today it is gone. I'm speechless at the lack of concern about me the customer and the attitude that this is our process sorry and you can't complain.
I would return this phone for an iPhone but I already bought a case, wireless charger, memory card and DeX station.
When I bought my phone it said I could get a wirelss charger or cameral but when I called to inquire they said I missed it by a day. Now I see it's still there if I bought a new phone.
My only experience with Samsung customer service and it will be my last. Next time I will go back to an iPhone where I can get real support from people that seem to care and I can talk to.
In this competitive day I can't beleive that Samsung doesn't care about their customers, has segmented departments in to different silos with no communication and doesn't even provide a place for customer to complaing about a process. If I have no way to complain how will they ever know something is broke.
I was mad but now I feel hopeless. I hope I don't have an emergency that will require me to call an emergency service because I don't have a phone. If something does happen and I survive maybe I could sue Samsung.
If anyone has any suggestions for me to help with this situation or some secret to fix the phone please let me know.
Roughly 3 weeks total to have the new phone from start to finish?...i.e. 1 week to get the instructions, and another 2 weeks (15 days) to receive a new phone. Sounds like they were nice and helpful too...some of the two week delay could be quicker depending on shipping. Doesn't honestly sound too bad overall, but I agree it always sucks to have a problem with a new phone. Not giving you the bonus sounds wrong though, if they still offer it online. Hope it gets sorted out soon!
Maybe a surge fried it!
havrek said:
I have a Note 8 that I have been very happy with. It's 20 days old and last night while using it just went black. When plugged in to power there is not LED or any sign of life. I performed troubleshooting steps for soft and hard resets with and without power cables. I've tried 3 different power cables and cords but nothing. I charged overnight and still nothing. Completely dead. Phone still looks brand new because I bought a rugged case for it. I've treated it like a newborn baby so it must be defective.
I called Samsung support this morning who walked me through all the previous troubleshooting I've performed and confirmed that the phone is defective. Because it is only 20 days old they created a ticket for me and told me to call ecommerce department @ 855-726-8721 and give them the ticket number and they would replace the phone.
Called ecommerce who was happy to help me and all was well until the end of the phone call. I was told that within a week I would get an email with instructions and a label to send my phone back and within 15 days I would receive a replacement phone. I said WHAT!!!
When I purchased the phone I payed for expideted shipping and had it within 3 days. It's 20 days old and defective and now I'm told that it will actually be 3-4 weeks before I get a working phone again. This is the only phone I have. I had to go to a family member's house to call them 3 times for this info.
There is no escalation path available. Support can only support me. ecommerce can only put in a request via internal communication to a returns team and this is the returns team policy. You can no contact the returns team. You can't escalate to anyone because they are all different departments that have no communication with each other. I can't even call the corporate office to complain because they send you back to support. Everyone I speak to understand and they would be frustrated to but can't help me. Even Samsungs employees don't agree with it but can't do anything or put me in contact with anyone to complain.
So now I sit here waiting for what could be a week before I even get a communication from the returns team to get a working phone. I had the note 7 and lived through two replacements before they took my phone. I even stayed with them and bought the S7 edge. Traded it in for the Note 8 because I had faith in the company. After my experience today it is gone. I'm speechless at the lack of concern about me the customer and the attitude that this is our process sorry and you can't complain.
I would return this phone for an iPhone but I already bought a case, wireless charger, memory card and DeX station.
When I bought my phone it said I could get a wirelss charger or cameral but when I called to inquire they said I missed it by a day. Now I see it's still there if I bought a new phone.
My only experience with Samsung customer service and it will be my last. Next time I will go back to an iPhone where I can get real support from people that seem to care and I can talk to.
In this competitive day I can't beleive that Samsung doesn't care about their customers, has segmented departments in to different silos with no communication and doesn't even provide a place for customer to complaing about a process. If I have no way to complain how will they ever know something is broke.
I was mad but now I feel hopeless. I hope I don't have an emergency that will require me to call an emergency service because I don't have a phone. If something does happen and I survive maybe I could sue Samsung.
If anyone has any suggestions for me to help with this situation or some secret to fix the phone please let me know.
Click to expand...
Click to collapse
That's why I buy from the carrier. Sorry this happened I would be pissed off.
jason504 said:
That's why I buy from the carrier. Sorry this happened I would be pissed off.
Click to expand...
Click to collapse
same here; always buy from the carrier if possible
Can you return the items that you bought to the retailer, or are you out of the return period? You might be able to sell them on eBay or craigslist or some place like that to get some of your money back. Then you can get your iPhone.
The only thing that has really ever tempted me about the iPhone is Apple's customer service. They are the kings of customer service. Aside from my phone, everything else that I have is Apple. You know that if you have problems, they will stand behind what they sell and resolution is only a drive down the road (assuming that you have an Apple store nearby. If not, not sure).
of course Apple stands behind their products; when you overcharge for everything, and have the largest profit margins in the electronics world, its easy to provide good service!
Where did you see the promo still ongoing?
Lol.. gee what did they ever do before they had phones...
Seriously, that's pretty good IMO. They are probably factoring the time you take to return the phone to them and the time they ship it to you. Most companies I dealt with for return/exchange will wait for the defective item to be returned first before they send out the replacement. Despite what was said and tested, they will test it themselves to ensure it is defective as well. Once they know it's defective they will ship the replacement. Some have a business supported plan where they will request payment first for a new item and ship immediately. Upon receipt, return instructions and label will be provided for the return. Once returned, they credit your account. So really don't see anything wrong with this. They are doing what other companies I've dealt with are doing from my own experiences.
The only reason why I buy from the carrier is one you don't have to pay for the phone all up front. Especially since I am only keeping it for a year. When the Note9 comes out I can switch this in for the 9. Number 2 is location the carrier stores are all over easy to walk into a store and swap a defective phone out. Or they will ship one overnight. I think Samsung just implementing his no return policy after the Note 7. I read somewhere that Samsung was not replacing phones. Or they are making it really difficult to try to return a phone.
havrek said:
I have a Note 8 that I have been very happy with. It's 20 days old and last night while using it just went black. When plugged in to power there is not LED or any sign of life. I performed troubleshooting steps for soft and hard resets with and without power cables. I've tried 3 different power cables and cords but nothing. I charged overnight and still nothing. Completely dead. Phone still looks brand new because I bought a rugged case for it. I've treated it like a newborn baby so it must be defective.
I called Samsung support this morning who walked me through all the previous troubleshooting I've performed and confirmed that the phone is defective. Because it is only 20 days old they created a ticket for me and told me to call ecommerce department @ 855-726-8721 and give them the ticket number and they would replace the phone.
Called ecommerce who was happy to help me and all was well until the end of the phone call. I was told that within a week I would get an email with instructions and a label to send my phone back and within 15 days I would receive a replacement phone. I said WHAT!!!
When I purchased the phone I payed for expideted shipping and had it within 3 days. It's 20 days old and defective and now I'm told that it will actually be 3-4 weeks before I get a working phone again. This is the only phone I have. I had to go to a family member's house to call them 3 times for this info.
There is no escalation path available. Support can only support me. ecommerce can only put in a request via internal communication to a returns team and this is the returns team policy. You can no contact the returns team. You can't escalate to anyone because they are all different departments that have no communication with each other. I can't even call the corporate office to complain because they send you back to support. Everyone I speak to understand and they would be frustrated to but can't help me. Even Samsungs employees don't agree with it but can't do anything or put me in contact with anyone to complain.
So now I sit here waiting for what could be a week before I even get a communication from the returns team to get a working phone. I had the note 7 and lived through two replacements before they took my phone. I even stayed with them and bought the S7 edge. Traded it in for the Note 8 because I had faith in the company. After my experience today it is gone. I'm speechless at the lack of concern about me the customer and the attitude that this is our process sorry and you can't complain.
I would return this phone for an iPhone but I already bought a case, wireless charger, memory card and DeX station.
When I bought my phone it said I could get a wirelss charger or cameral but when I called to inquire they said I missed it by a day. Now I see it's still there if I bought a new phone.
My only experience with Samsung customer service and it will be my last. Next time I will go back to an iPhone where I can get real support from people that seem to care and I can talk to.
In this competitive day I can't beleive that Samsung doesn't care about their customers, has segmented departments in to different silos with no communication and doesn't even provide a place for customer to complaing about a process. If I have no way to complain how will they ever know something is broke.
I was mad but now I feel hopeless. I hope I don't have an emergency that will require me to call an emergency service because I don't have a phone. If something does happen and I survive maybe I could sue Samsung.
If anyone has any suggestions for me to help with this situation or some secret to fix the phone please let me know.
Click to expand...
Click to collapse
It is these stories , that I count my blessings that the two devices bought from Samsung direct aren't defective. I think one thing I've learned for others on here is this. I think next time I'll just buy the devices from my provider, after all I bought a T Mobile one from Samsung direct. The T Mobile service is much better.
Sent from my SM-N950U using Tapatalk
jason504 said:
The only reason why I buy from the carrier is one you don't have to pay for the phone all up front. Especially since I am only keeping it for a year. When the Note9 comes out I can switch this in for the 9. Number 2 is location the carrier stores are all over easy to walk into a store and swap a defective phone out. Or they will ship one overnight. I think Samsung just implementing his no return policy after the Note 7. I read somewhere that Samsung was not replacing phones. Or they are making it really difficult to try to return a phone.
Click to expand...
Click to collapse
That's what I used to think, but after buying from Samsung directly I will NEVER again buy from them. There was a problem with the first phone that had to be returned, and the experience, which is not over, has been a nightmare. If it had been through Verizon, it would have been a piece of cake. It completely changed my mind about any perceived advantages (NONE) of buying from company vs. carrier. I've had all generations of the Note, but after this I'm so burned out on Samsung, I'd consider something else. And actually I don't like the 8 any better than the 7 (which I still have). Their e-commerce department which they route everything through is a joke. They have absolutely no authority and the answer for everything is "wait for a link to be sent to you", which has never happened so far. Lesson learned - I'll vote with my feet.
neograndizer said:
Seriously, that's pretty good IMO.
Click to expand...
Click to collapse
I think it's horrible. Samsung should offer the option of shipping a new replacement phone immediately for overnight delivery, if OP provides a credit-card number for the value of the phone until the old one is returned. Then Samsung should immediately email a return label for RMA shipping, and cancel the credit-card hold as soon as the defective product is received and verified.
For an expensive new phone that dies within three weeks, anything less than that is a ripoff.
---------- Post added at 12:47 PM ---------- Previous post was at 12:39 PM ----------
Zeblade said:
Lol[,] gee what did they ever do before they had phones[?]
Click to expand...
Click to collapse
Before phones, people didn't organize their social and commercial activity in a manner that depends on phones--and the cost to productivity was staggering.
Honestly, I always keep a spare phone now exactly for this reason and just make sure the SIM size is the same as my current phone. Kept an HTC One M8 as my backup for a while. Better than being forced to A ) be without a phone or B ) be between a rock and a hard place with paying full price immediately to get a new phone so I can get phone calls. With the backup, I can C ) go through insurance, swappa, or w/e I choose patiently.
mcdanielvzw said:
Honestly, I always keep a spare phone now exactly for this reason and just make sure the SIM size is the same as my current phone. Kept an HTC One M8 as my backup for a while. Better than being forced to A ) be without a phone or B ) be between a rock and a hard place with paying full price immediately to get a new phone so I can get phone calls. With the backup, I can C ) go through insurance, swappa, or w/e I choose patiently.
Click to expand...
Click to collapse
Very true!
Gary02468 said:
I think it's horrible. Samsung should offer the option of shipping a new replacement phone immediately for overnight delivery, if OP provides a credit-card number for the value of the phone until the old one is returned. Then Samsung should immediately email a return label for RMA shipping, and cancel the credit-card hold as soon as the defective product is received and verified.
Click to expand...
Click to collapse
That would indeed be phenomenal service, but it also sounds like an expensive change that would likely be passed on to consumers via increased pricing. It's expensive enough as it is! I think most of us can manage without overnight delivery, but some sort of middle ground would be reasonable and certainly welcome.
sefrcoko said:
That would indeed be phenomenal service, but it also sounds like an expensive change that would likely be passed on to consumers via increased pricing. It's expensive enough as it is! I think most of us can manage without overnight delivery, but some sort of middle ground would be reasonable and certainly welcome.
Click to expand...
Click to collapse
It's only a noticeable expense if a large fraction of their phones fail quickly. And the overnight (as opposed to two-day) shipping isn't all that important. Most of the benefit from the process I described would come from its other aspects, which would have little or no cost compared to their weeks-slower process.
Samsung just protecting themselves from people claiming the phone just broke on its own when it's actually water damage or physical damage. Nothing wrong with them looking over your phone before they issue out a new one.
If you watered service you should have bought it from a carrier or bought an iPhone.
Sent from my SM-N950U using Tapatalk
shook187 said:
Samsung just protecting themselves from people claiming the phone just broke on its own when it's actually water damage or physical damage. Nothing wrong with them looking over your phone before they issue out a new one.
Click to expand...
Click to collapse
Sure, but if they have your credit-card number before they send the replacement phone, then if they find that the original phone was not really defective, they can insist that the replacement be returned in new condition (and subject to a standard restocking fee), or else charge the customer for a second phone. So they're fully protected.
If you watered service you should have bought it from a carrier or bought an iPhone.
Click to expand...
Click to collapse
Why? Any vendor who sells someone a product that turns out to be defective has an obligation to replace it without an unnecessary, punitive delay.