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Has anybody else had issues dealing with HTC support and been able to get any decent resolution?
I have been waiting for over 3 weeks since originally logging a support request on June 21 for my Google Nexus One to undergo a warranty repair because it would not power on, nor would it charge the battery.
I had shipped the phone June 23, and it had arrived at the Markham, Ontario facility on June 24.
On July 3, I had received a notification that it had finally arrived at the Houston, TX facility with the following status:
Status: We have received your phone at HTC service center.
Service Type: Repair
Issue Description: power button is not working
It is now July 14, and there has been no change to status at all. This is well over 25 days from original shipment, when I was assured by HTC that it would only require 7 days to repair and return the phone.
I have made more phone calls to the support line than I feel should be necessary, and I have received the following excuses from HTC staff:
- Markham only ships twice weekly to Houston
- It's in the repair centre, so it will only be 2-3 days longer
- The Houston facility has relocated to a larger facility, so expect a 2 day delay
- There's nothing we can do but escalate your ticket, the repair facility and call centres are 1000 miles away. We just can't walk over and get an update.
On two occasions I have asked for escalation, and for a phone call to let me know when I can expect my phone to be returned in working order. The first time was 2 weeks ago, and more recently on Friday I had requested a re-escalation.
To date I have not received a phone call apprising me of the status of my repair. I have little confidence in the support processes that HTC has put in place to have my warranty repair completed in a timely manner.
This has been a very trying experience for me at a huge inconvenience in that I have no phone to conduct my daily business and the fact that I have to constantly call HTC support center to request updates and resolution to my incident.
In short, I feel that HTC support staff have not been forthcoming, and in general, their attitude, including the supervisors, is "Nothing we can do for you, we don't care and we'll say anything to get you off the phone."
I am at the point now that I feel that I must give up on HTC and go to a competitor, and also at the point where I feel I would recommend my colleagues also do the same. I feel that I have been more than reasonable in my expectations for resolution and I consider HTC to have completely failed to address any of my concerns.
Any feedback from forum members is greatly appreciated,
cbrf4
I live in GA. I have had only one experience with HTC customer service. I called about my battery and explained that it was draining very quickly. The representative I spoke sent a new battery to me overnight at no charge. They told me to keep the battery I had.
I think that customer service experiences vary and I don't know what makes this so but in my experience the service has been excellent.
You should ask since its been 3 weeks, to send you a new one or have it replaced. I heard HTC supports been pretty good, from what i've read on this forum. They usually send phones out the next day when their doing a warranty replacement.
You should consider escalating your issue to higher-ups instead of talking to the phone reps. They will robotically feed you any line just to get you off the phone and move on to the next customer. Talk to a supervisor and make some demands. You are thier customer. Let them know that you are not happy.
It worked for me.
I'm really sorry about your experience, OP, and if I were you, I'd probably be at least as upset as you are, if not spitting, screaming mad.
Everyone has bad experiences with every company sometimes. This doesn't mean HTC is a bad company. Google has pissed me off to no end a few times, but I still <3 them.
People get pissed at me all day long at work, but we're still amongst the best in the industry we're in.
I've had good phone support experience with HTC. If I don't like a rep's answer & knowlege, then I would exculate to another.
I called for a replacement on 7/7, and they still haven't ship the replacement as of today. The return label is going to expire tomorrow...
sigh
Man, I really feel for you. Compared to your case, mine has been flawless and even I was extremely frustrated at the beginning.
I had issues with shipping the product there. They gave me a pre-paid shipping label paid by an account that Fedex claims was frauded and closed. My package spent 1.5 days extra in Montreal until I found out, but HTC was glad to call and give them another account number.
From that time on, the service has been FLAWLESS. The phone was received Friday at noon EST in Markham, Ontario. By MONDAY noon, it was in Texas
I mean, international shipping thousands of miles away in 1 day? And from Friday to Monday? To me that's absolutely fantastic.
I had read your thread and I was beginning to get nervous about the move affecting my repair, but as it turns out, the phone was put into repair today (Thursday), only 3 days after it arrived in Texas. The rep I spoke to on Monday told me that they run through a lot of testing, so the time frame means that they were well on schedule.
My phone is unlocked + rooted and has a custom recovery on it. The repair is being done free of charge!
The phone is currently running through its final rigorous testing phase and it should be shipped out tomorrow. Who knows, maybe I'll get it tomorrow evening!
The customer service reps have also been VERY helpful. They track everything. They know where the phone is and in what stage of the testing/repair its in. The guy I just spoke with who told me they're done the repair just took a few minutes to discuss HTC's repair policy with me and how they understand that this is a Google gadget and that people buy it ESPECIALLY to root it and have fun. He was even talking to me about the Droid X and how apparently they've put on a chip that will BRICK the phone if it's rooted (can't confirm/deny this).
I'd give the overall experience an 8.5/10 which would've been a 9.5/10 if they hadn't shipped me a pre-paid label with a closed account.
I've had a similar experience as the op.
I sent my n1 in for repair of the dust under screen. Sent it out monday and received it on thursday! This was a repair not a replacement. I was ecstatic!
Opened the box pulled out the phone and there was still dust under the screen and the screen also was loose and clicked when I applied very little pressure to the bottom left corner. I could see it physically move like it was not glued down. It was never like this when I sent it back originally.
I did not want to have to send it back again so I dealt with it for a couple more months. I then decided to send it back again for repair hoping that maybe they would have figured out a better way to fix it so the problem would actually be fixed and the phone would not come back in worse condition than I sent it out in.
I opted for the repair again (not the replacement) and was told 3-7 days like before. Well, after 10 days I decided to call and see what was going on. They told me they received it and it would be repaired within the next couple of days.
Ok I can deal with a small delay, they're probably a lot busier than when the n1 first came out so no problem. I wait 4 or 5 more days and call again. I am told that the repair facility decided to relocate to a new location and my phone was scheduled to be fixed on tuesday and shipped out the next day (wed). This call was made on a monday.
Well friday rolls around and I decide to call again being that there's no n1 at my house. I am told that the phone is in diagnostics and will be shipped out monday of the next week. Needless to say I am not happy anymore. I ask for them to just cancel the damn repair and send it back immediately and am told that they can do that for me but it would just result in me waiting even longer for my n1 to return. Obviously I don't want that.
Well it's monday and no n1, of course I call again and go through all the same old **** and tell the same story again (I have my repair order number memorized at this time now). Phone is still in diagnostics apparently and all that can be done is an escalation and a return phone call within 24-48 hrs. I tell them I don't believe I will be called back and want to talk to a manager or someone else that can give me some other information besides "diagnostics" that the computer screen is telling them. She says I can talk to a manager but they have no more information than they do and it will do me no good, so I get off the phone after making sure to write down her first and last name, as well as the manager's. I wanted to raise hell for when I didn't receive the 24-48hr phone call.
Now I'm just wanting to be an ass so I call again tuesday, same thing... Diagnostics, still waiting for phone call. Wednesday I call and the status has changed to "passed final testing". I am told the phone will ship out either today or tomorrow. I hang up the phone as happy as I could be while still being mad at them for this whole experience haha.
Friday the phone shows up right when I'm about to leave on a camping trip for the weekend. I check it for dust, there's none! Yay! I check the corner of the screen, it doesn't click but is a tiny bit loose and i can see it move... sigh. It looks as if at some point I will be dealing with this again but for now it's ok and I'm going to enjoy froyo.
I just don't understand how the csr I filed the initial claim with was able to tell me 3-7 days when they had to have known the repair facility was moving and everything would be delayed. I would have waited a month and then sent it back. I absolutely refuse to believe that the repair facility is so small that they just decided one day to up and move immediately. That sort of thing takes lots of planning way ahead of time.
This whole thing took about 4 weeks. What a nightmare. Also, about 3 weeks in I asked them to just send me a replacement and keep mine, this was also denied. The good news is, my bootloader was relocked and I rooted with the new method so as to keep the bootloader locked so next time I will be asking for a replacement, not a repair.
Good luck to anyone else.
Was on hold for 45 minutes, guy picks up, tell him about the speaker issue I'm having (distortion), was really nice, talked to supervisor for a few minutes, said ok, we can't do much here from my screen but in an hour you should get an email with someone getting more info about the tablet and sending you a replacement. Took an hour total I think, got the first email now, waiting for the follow up, RMA seems super easy like Amazon and the Kindle fire, same practice. I'll try to keep you guys updated?
dude2k5 said:
Was on hold for 45 minutes, guy picks up, tell him about the speaker issue I'm having (distortion), was really nice, talked to supervisor for a few minutes, said ok, we can't do much here from my screen but in an hour you should get an email with someone getting more info about the tablet and sending you a replacement. Took an hour total I think, got the first email now, waiting for the follow up, RMA seems super easy like Amazon and the Kindle fire, same practice. I'll try to keep you guys updated?
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Click to collapse
I called in on tuesday night, hour on hold, spoke to the guy for about a minute about my backlight. He took my email info and I got an email regarding the ticket being created. I was told 24-48 hours for someone else to contact me. They have about 10 hours left to get to me within their window.
Honestly, this is nothing like amazon. I've had to exchange items before, they usually send it out overnight, then have you ship back the defective item once you get the new one. At this point, im never buying from google directly again.
This is Googles first tablet and some of the blame could be because of Asus, so you can't fully blame one or the other. To quit using them forever is stupid, so they had a hiccup, boohoo. All major companies have "hiccups" and people still get past them. Just try to enjoy it the best you can, it's frustrating, trust me, 2 days and a bad speaker already? But how is this Googles fault, they didn't build the tablet. They funded it perhaps, but they receive all the blame. **** happens when you build a mini computer so small and cheap.
I too received an email straight away after I registered a RMA, yet I'm still waiting for the email with details, from the second tier support. I haven't read about anyone receiving this email yet. Maybe we should start an epic "where is my RMA email" thread, to rival the Play store shipping thread?
kumqwat said:
I too received an email straight away after I registered a RMA, yet I'm still waiting for the email with details, from the second tier support. I haven't read about anyone receiving this email yet. Maybe we should start an epic "where is my RMA email" thread, to rival the Play store shipping thread?
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Hahahah that would be hilarious. Getting a RMA tablet before some people bought/got their first one.
I emailed Google Play a couple days ago and called today. They just replied my email a minute ago.
No questions asked, they just sent me the UPS return label and let me place an order for a free replacement.
After the new one is delivered I have 21 days to send the defective one to them or else I get charged for it.
Overall a pretty pleasant experience. Hope the replacement doesn't take too long to ship.
Called once......Said they would send RMA
None came
Called again........Said they had no record of my call. Said they would send an RMA.
Never came
Calling third time.....filed BBB report on Google.
Tomorrow......have stop payment put on my credit card.
Just sent an email, it'll be interesting to see how quickly they respond. I don't really want to get a replacement TOO soon. I'd rather they have a chance to work out some of the initial manufacturing kinks. Hopefully they have some mechanism for checking units before sending them out as replacements; I don't really want to go through this process too many times.
Update, RMA email arrived.
18th 1120 - took delivery
18th 1300 - email support asking for replacement
18th 2200 - rang support asking for replacement
20th 0400 - RMA email arrived
20th 0830 - order replacement through the custom google wallet method
20th 0831 - notice that the UK google play says 16GB N7s are "coming soon"
dude2k5 said:
This is Googles first tablet and some of the blame could be because of Asus, so you can't fully blame one or the other. To quit using them forever is stupid, so they had a hiccup, boohoo. All major companies have "hiccups" and people still get past them. Just try to enjoy it the best you can, it's frustrating, trust me, 2 days and a bad speaker already? But how is this Googles fault, they didn't build the tablet. They funded it perhaps, but they receive all the blame. **** happens when you build a mini computer so small and cheap.
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It's acceptable to you that an RMA request cannot be approved by the CSR and must instead be escalated? This is not a hiccup. This is failure built into the system. I was told to expect a response within two weeks. Inadequate customer service for buyers from Google Play is entirely Google's fault.
I don't understand why we should be so forgiving of a behemoth like Google. This is not a small company or startup suddenly finding itself in over its head.
11440 said:
It's acceptable to you that an RMA request cannot be approved by the CSR and must instead be escalated? This is not a hiccup. This is failure built into the system. I was told to expect a response within two weeks. Inadequate customer service for buyers from Google Play is entirely Google's fault.
I don't understand why we should be so forgiving of a behemoth like Google. This is not a small company or startup suddenly finding itself in over its head.
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+1,000,000
dude2k5 said:
This is Googles first tablet and some of the blame could be because of Asus, so you can't fully blame one or the other. To quit using them forever is stupid, so they had a hiccup, boohoo. All major companies have "hiccups" and people still get past them. Just try to enjoy it the best you can, it's frustrating, trust me, 2 days and a bad speaker already? But how is this Googles fault, they didn't build the tablet. They funded it perhaps, but they receive all the blame. **** happens when you build a mini computer so small and cheap.
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Click to collapse
I never faulted Google for the hardware, re-read what I wrote. I am faulting them with how they are handling the mess created by all of the defective devices. As it stands, it has been more than 48 hours since I contacted them and I have nothing to show for it. I called again this morning, on hold for over and hour to final get to a CS rep that was unable to do anything but to say wait until Monday.
Just to keep a timeframe of events..
Received the item Tuesday 7/17
Backlight issue was apparent right away, called google. Help ticket was created with a 24-48 hour window for a response by google's escalation team.
Fast foward to today, 7/20. called again, now im being told to wait until monday for some sort of contact.
This is completely unacceptable service. If by monday, I dont hear anything I will file a chargeback with my CC and make google deal with it.
---------- Post added at 04:20 PM ---------- Previous post was at 04:18 PM ----------
11440 said:
It's acceptable to you that an RMA request cannot be approved by the CSR and must instead be escalated? This is not a hiccup. This is failure built into the system. I was told to expect a response within two weeks. Inadequate customer service for buyers from Google Play is entirely Google's fault.
I don't understand why we should be so forgiving of a behemoth like Google. This is not a small company or startup suddenly finding itself in over its head.
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Click to collapse
EXACTLY!! Not to mention, what kind of business takes down their contact phone number from their support page because they are getting swamped?? What kinda BS is that??
Another update,
On the 19th was when I made the first call, was on hold for less than an hour.
22nd I got the email RMA and new order sheet
Shipped on the 24th, here today on the 25th. Less than a week overall. Still had my tablet the whole time, will UPS it back tomorrow after work.
This is for the 8GB models btw, I heard it's a week wait for the 8GB but 2 weeks for the 16GB (through an email). Might help those who are still waiting.
dude2k5 said:
Another update,
On the 19th was when I made the first call, was on hold for less than an hour.
22nd I got the email RMA and new order sheet
Shipped on the 24th, here today on the 25th. Less than a week overall. Still had my tablet the whole time, will UPS it back tomorrow after work.
This is for the 8GB models btw, I heard it's a week wait for the 8GB but 2 weeks for the 16GB (through an email). Might help those who are still waiting.
Click to expand...
Click to collapse
So, how's the new one?
Sent from my Nexus 7 using Tapatalk 2
@Dude,
I sent mine back via UPS before getting the replacement hopefully by next week.
So tell us, is the replacement ok? No screen separation or bowing ... etc?
I am just curious if they really had just a small batch of defective units or if this is bigger than that
dude2k5 said:
Another update,
On the 19th was when I made the first call, was on hold for less than an hour.
22nd I got the email RMA and new order sheet
Shipped on the 24th, here today on the 25th. Less than a week overall. Still had my tablet the whole time, will UPS it back tomorrow after work.
This is for the 8GB models btw, I heard it's a week wait for the 8GB but 2 weeks for the 16GB (through an email). Might help those who are still waiting.
Click to expand...
Click to collapse
No issues here. Screen looks fine, speaker works, feels like a solid tablet. Already restored my latest backup and running fine. Other one is unrooted, locked and back in the box.
how long did you waited to get an email with the ups shipping label for shipping the defect tablet back?
Monday evening: called in for RMA request
Tuesday evening: Received RMA instructions and UPS label. Placed order.
Thursday morning: Received UPS and Google email shipping notification for device arrival scheduled for Friday, tomorrow. Shipping is showing as "2 day".
Replacing 16GB for screen lift and faulty accelerometer sensor.
It took them over a week from 1st call to get the rma and replacement email. I called on the 16 got the emails yesterday.
Sent from my SAMSUNG-SGH-I997 using xda app-developers app
They say you have 21 days to return your original tablet or else they charge you the full price. When does this 21 days counter start? From the time you fill the RMA, or from the time they ship the replacement?
I got a call today around 3:00pm from an 800-number claiming to be Motorola. They state that my phone order, which should have arrived today, has been delayed. They told me they were working on getting those out as soon as possible. Anyway, they asked if I wanted to cancel the order... I did (which I tried to cancel in the past because of a design error - I have sense reordered with the appropriate design).
Anyway they offered a $35 promo code.. for future purchases I recon.
Has anyone else received this phone call??
No communication at all and neither did my phone come in today. Their site still says expected delivery of 26th but nothing. I've tried to contact several times with no luck. Nobody knows where my phone is at Motorola.
Sent from my A0001 using XDA Free mobile app
I got no shipment email but phone showed up today.
I received a call last Thursday. They had me on hold for 45 minutes while they tried to track the phone down. They weren't able to and told me I would receive a call on Friday. I haven't received a call back yet.
I did not get a phone call. I did get an email saying that it was delayed by two weeks......and I would be getting a $25 promo code. I called two days later to try and find out where my phone is, and no one seems to have a straight answer. They are now sending me a free turbo charger. They used the " we have a very high demand for the moto x " excuse. I responded with apple has sold twice as many phones as you guys and they don't have these problems. I see it as being stupid and silly.
So who knows when I'll actually get it.....I'm waiting for my pure edition on Oct 13 too. We'll see how bad they botch that one too.
When did you order and what configuration did you choose?
jigz23 said:
When did you order and what configuration did you choose?
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I ordered in the first batch of when they started selling them.
I went with a white face turquoise back purple accents for my wife.
I went with a black face olive back with yellow accents.
Ah. So I'm assuming it was an ATT model?
jigz23 said:
Ah. So I'm assuming it was an ATT model?
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Click to collapse
Yes. One of them was. the other one is the pure edition.
Just got my Moto X. Not really liking the back of it. How long do I have to exchange it without any problems?
falcon26 said:
Just got my Moto X. Not really liking the back of it. How long do I have to exchange it without any problems?
Click to expand...
Click to collapse
14 days
Just got done with an online chat. They said they no longer offer the buyers remorse at 14 days? That I have to return the phone and order a new one if I want to change my back. Has this happened to anyone else? Should I call instead of the online chat? Before when I did this I got a pin number ordered the new phone and then got it, then I sent back the old one.
So I called this morning. And sure enough the person on the phone said she has no idea why online chat would say no more buyers remorse. They still have it. So I got that and my pin to exchange the phone. One thing I did notice was when I called I got someone from the USA. And with the online chat I'm sure it was outside the USA, since they were misspelling half the words and sentences. Maybe they are not as well informed as their U.S. counter parts......
I shattered my screen a month after getting my phone. Living in Colombia I knew I would have to do an advance replacement fee and send the phone to my friend and his wife. They were coming to visit in a few weeks. I called support and explained to them the situation. They agreed to send a phone to my friends home and when he came to colombia I would give him the broken one. Well 4 days went by and no tracking for my phone that was supposed to be 1 day shipping. I called back and they said it would ship that day. Another day and no shipping. I call again and now they tell me they don't even have blue in stock. So they offer a white one 64 gb. Keep in mind I had 15 phones delivered to my friend to bring to me, including some iphones 6S's. My friends arrive with all my phones and well an empty box from motorola. I also notice the advance fee dropped off my credit card. So I assume with all the confusion from support over the non stock phone they did a standard replacement, which totally screws me over. So I call them after the weekend and they tell me they have to report it to fedex. Well fedex calls me and says the package was signed for, I say of course because a package was delivered. Now keep in mind this is all back from November.
So I start emailing everyone from Motorola, twitter, facebook just trying to get some real answers.
Here is the response I got today
"Hi Greg.
The news is not good. The package was shipped with a 64GB Nexus 6, and we have the serial number. Since it was signed for, FedEx is less likely to approve a claim, but that will be your best bet.
The downside is that we are going to have to charge you for the phone we sent. If you send in your broken phone we can release that hold, but unfortunately you are going to be charged for the repair cost in any event.
We've been holding this open so we can't extend this indefinitely. We are able to hold it open for two weeks -- if you can return by then we'll release the hold on the phone we sent.
- Matt"
The funny part is and I have told them a few times that there is no hold and you would only drop the hold if you sent an empty standard replacement box. They seem to ignore this comment every time. What makes it even more difficult is, Chase Sapphire was going to fix the phone but now with all this crap who knows what will happen. I googled motorola support empty box and found one other person tweet to Motorola Support with the same issue. I am curious has anyone else had issues with doing an RMA with these guys?
What do expect to gain by posting this here?
daweeze02 said:
I shattered my screen a month after getting my phone. Living in Colombia I knew I would have to do an advance replacement fee and send the phone to my friend and his wife. They were coming to visit in a few weeks. I called support and explained to them the situation. They agreed to send a phone to my friends home and when he came to colombia I would give him the broken one. Well 4 days went by and no tracking for my phone that was supposed to be 1 day shipping. I called back and they said it would ship that day. Another day and no shipping. I call again and now they tell me they don't even have blue in stock. So they offer a white one 64 gb. Keep in mind I had 15 phones delivered to my friend to bring to me, including some iphones 6S's. My friends arrive with all my phones and well an empty box from motorola. I also notice the advance fee dropped off my credit card. So I assume with all the confusion from support over the non stock phone they did a standard replacement, which totally screws me over. So I call them after the weekend and they tell me they have to report it to fedex. Well fedex calls me and says the package was signed for, I say of course because a package was delivered. Now keep in mind this is all back from November.
So I start emailing everyone from Motorola, twitter, facebook just trying to get some real answers.
Here is the response I got today
"Hi Greg.
The news is not good. The package was shipped with a 64GB Nexus 6, and we have the serial number. Since it was signed for, FedEx is less likely to approve a claim, but that will be your best bet.
The downside is that we are going to have to charge you for the phone we sent. If you send in your broken phone we can release that hold, but unfortunately you are going to be charged for the repair cost in any event.
We've been holding this open so we can't extend this indefinitely. We are able to hold it open for two weeks -- if you can return by then we'll release the hold on the phone we sent.
- Matt"
The funny part is and I have told them a few times that there is no hold and you would only drop the hold if you sent an empty standard replacement box. They seem to ignore this comment every time. What makes it even more difficult is, Chase Sapphire was going to fix the phone but now with all this crap who knows what will happen. I googled motorola support empty box and found one other person tweet to Motorola Support with the same issue. I am curious has anyone else had issues with doing an RMA with these guys?
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this is a long shot but call and ask Fed-ex what the actual weight of the package vs what the customer printed on the shipping label. I used to work for a logistics company here in California and we would re weigh the freight before forwarding it out of our warehouse. I know Fed-Ex international also do this but i am not sure about domestic. If you can get that information from Fed-ex it might help support your claim with moto.
Good luck, hope it works out for you.
Thanks, I'll call them again today.