I really have to vent these frustrations and I want to warn people that still want to buy this kind product and particularly from a site like Expansys about some serious problems of misinformation!!
I bought my Nokia HS-12W BT stereo headset a year ago from Expansys NL for the tender price that these things go for (€130) and it functioned as well as it could, but about a month ago the microphone of the headset broke. I could hear my callers, but they couldn't hear me. Thinking that this kind of life-span for such a high-end product cannot be right, I call Expansys NL, which is not easy, since they don't really like picking up the phone (I've had that several times now). The guy from Expansys told me that all products come with a year warrantee, so that I could send my headset to them (to France) and that they would be in touch.
A few weeks later I get emailed a quote from Expansys in France that my microphone was indeed broken, that I could get a new device, but that I would have to pay the nice sum of €90 because I was out of warrantee. The email asked me to reply whether or not I was ok with this quote, so I did, stating clearly that I was still within my warrantee period.
I hear nothing for 2 weeks (!) and when I send an email asking where what the status of my case is, I get an email back saying that this is the quote of Nokia and that it is maintained (what?!?) So I call customer services in the Netherlands (calling another country for customer services, I don't think so!), explain my case and the guy will ask around (ofcourse..) and call me back. When I'm called back (quite swiftly, which is good), he says that accessoiries from Nokia only have a warrantee of 6 months (!!) and that there is nothing that they can do and that he didn't know 'cause he was new (they always are..). So what's the conclusion: they can send me back my broken headset or I can pay 65% of my original purchase amount after only a year to get a functioning headset back (WHAT!?!?!?!)
After letting it sink in, I call them back, telling Expansys that they knew this about Nokia a month ago when I first called, that I sent my headset based on their information of a year's warantee and now I am confronted with high costs and I don't think that this should be my problem. The guy from the helpdesk said that there was most likely nothing they could do, because they don't repair things themselves, they only sell the products. Repairs get sent back to the manufacturers. He was going to contact the returns department (in France) and he would call back. I'm now waiting for the answer, but I think I can guess what it'll be....
I am so pissed off that such an expensive product simply breaks within a years time and that the people that sold it to me first tell me one thing and then the other. Since this information can't be found anywhere on the Expansys website: Nokia only gives 6 months warrantee on their items and Expansys will hide behind newbee's and Nokia before they will give you any service!
My question: is it normal that these expensive things break down as if they were something that fell of the back of the truck? how long have other BT stereo headsets gone before breaking? Do I just have to come to terms with the fact that next to my expensive device, I have to pay on an annual basis to have a functioning BT stereo headset?
Have you tried calling your local Nokia office and speaking to their customer services. It seems like Expansys need to clarify that they only offer manufacturers warranty, but in their defence it seems like a very short warranty period. Get on to Nokia and complain to them, ask them "do they not believe in their products enough to give them a 1 year warranty?"
Related
I ordered my HTC One over the phone when the free car-kit advertisement was still on the T-mobile website. I asked the person on the phone if I still get the car-kit if I order over the phone because the website was confusing me. He said that he will include it into my order for me. I was pretty happy and thought he was really nice. Then when my phone came a week later, I didn't get the car-kit
I called in to ask where my car-kit was and the person said that if I ordered it over the phone I don't get it....:crying:
Now I'm kinda upset because I really wanted the car charger and stuff...
Could I still call in and ask them about it?
hou should demand it. they. made a sale. to you. including the. carkit so they are. legally bound to. deliver it. in. most countries. I had. similar. problems. with. Vodafone in Holland but in the end they had to comply with the promises they made in the sale.
I did
I called tmobile the day before and they told me the didn't know if I was getting it. The next day the phone and the car kit came in.
Hello,
I have two hardware problems with my HU from Pumpkin. Should I send it back to autopumpkin in China or could it be, that I will never see it again?
Has anyone experience with the Pumpkin service?
Thank you!
My touchscreen died (1 month old unit). Jammy on their forums said they would need to ship me a new screen... then nothing. I've emailed twice without response. I'm not thrilled with them.
Also mine has problems with the screen. It is flackering sometimes and often the screeen switches off.
So it is better to life with it, then to send it back to China.
I came onto here to write about my experience with pumpkin just yesterday. my HU is a few months old pumpkin brand bought off amazon. I started getting random phantom touches on the screen and it would swipe/touch icons and stuff i never touched it! So i decided to email pumpkin and ask for suggestion to fix. They replied within 24 hours and offered a free screen replacement along with video instructions on putting it in. The new one is on its way to me now at no cost. Their english is very "broken" but they DO have good customer service and want a satisfied customer, they also gave me links to the latest factory firmware for my unit too. Very nice
Thought i'd share my experience with them
Skater4599 said:
Their english is very "broken" but they DO have good customer service and want a satisfied customer, they also gave me links to the latest factory firmware for my unit too. Very nice
Thought i'd share my experience with them
Click to expand...
Click to collapse
Ive found the same, Poor english but quick responses and very willing to help when they can.
I would buy from them again.
My response was not as good. Flickering/dark issues. They tried to say it was software, so I did all they said. When that didn't work, they wanted me to pay shipping for a screen (over $100) and would offer no guarantee that it would work.
Nice to see that other people had good service, though. I wonder if they are friendlier to Amazon customers because they fear Amazon coming back on them. I bought directly from autopumpkin and feel that their hardware support was lacking.
NYCAR said:
My response was not as good. Flickering/dark issues. They tried to say it was software, so I did all they said. When that didn't work, they wanted me to pay shipping for a screen (over $100) and would offer no guarantee that it would work.
Nice to see that other people had good service, though. I wonder if they are friendlier to Amazon customers because they fear Amazon coming back on them. I bought directly from autopumpkin and feel that their hardware support was lacking.
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Click to collapse
Seems like you need to get in touch with the rep that Skater4599 talked to
NYCAR said:
My response was not as good. Flickering/dark issues. They tried to say it was software, so I did all they said. When that didn't work, they wanted me to pay shipping for a screen (over $100) and would offer no guarantee that it would work.
Nice to see that other people had good service, though. I wonder if they are friendlier to Amazon customers because they fear Amazon coming back on them. I bought directly from autopumpkin and feel that their hardware support was lacking.
Click to expand...
Click to collapse
I did get mine from Amazon and contacted them through amazon messaging, maybe that's the difference i don't know, but they at one point sent me a new screen under warranty even no shipping charges. (more than I thought was going to happen at least)
Be nice to support and realistic to yourself.
Many companies that sell global have different warranty and support/service. I.e. when you buy in Europe the same unit costs additional % to pay for repairs/warranty/replacement.
The same goes for every company I know. I can buy from Hong Kong, Russia, etc. and don't have to pay for those extra % on warranty, but of course that also means that I get no warranty if I don't pay for it.
When you buy from the Pumpkin website, you pay the price for the local market wherever they are. If that's in China and warranty there doesn't cover replacement or global replacement but only repair in the country you bought it, than you as international customer have no warrenty.
I.e. when you buy a device with warranty in Europe, you have bad luck trying to claim that warranty later in the USA or Japan or Russia. It all depends on where you buy it, local warranty, extended global or not, etc? The moment you buy from a store in your own country it's clear, you know what you pay for, or not. But whenever you go online and shop global, either you learn about the over 1.000.000 global regulations and laws or you simply live with a yes/no and don't know on forehand what you get for an answer.
Some larger companies have better support, i.e. Dell. I had a broken Screen bought in Europe that broke down when I was a few years in Russia. Dell send me the newest version cost-free across the globe to replace my broken screen. But that might not be covered by standard warranty, just a nice guy at the helpdesk. I've had with Canon the same once. But first support I got told me I was in bad luck. I called again, and than again, and third time I got a lady at the phone that was very helpful and said of course she'll prepare everything and I got a replacement within 1 week.
Same happened to me to German Telekom once when I had a broken phone. I called, called again, every time nothing. At one point, I got a Manager on the phone, a real manager from the top! Later I read in the newspaper they do that sometimes, the managers at the top working half a day the job of those below them to know about their work they are doing. And this manager said immediately of course we replace the device, next day I got a new iPhone upgraded version in my hands.
So it really matters which country, which law, which support representative, how nice do you ask, etc..
generally it's good to make the support representative feel like you are a poor person, in need of help and only him/her personally can save you. Some people I noticed called with a tone/way of speaking like:" I'm a customer, I'm the king, you are my slave, you must replace, you must for me, I paid and so you must crawl through the mud for me" of course people who talk like that get NOTHING!
So it's also how you represent yourself. Be nice, be gentle, let them know you are in need, they CAN but not MUST help you, start your conversation with:"i've had such great experience in the past..."
And if you don't have luck with 1 support representative, try again! That's no guarantee of course. Sometimes you are simply out of luck. I mean, when your printer dies after 12 years of loyal service, or your carkit dies after 6 years of service, you really think the product you bought isn't already written off economically? Of course it is. So be realistic with your claims.
Not sure if it has been better for others but communication from Samsung Uk has been abysmal. I had several calls and emails regarding the exchange but never received a date or information regarding how it was to happen. I had a number of email after 19th September advising me to contact Samsung if a date hadn't been given for the exchange. The same story was told each time, that someone would be in touch. On one call the adviser told me that I must contact the service provider and she just couldn't understand that the phone was purchased directly from Samsung. An email also contained instructions how to back up your phone which actually showed how to transfer data from your old phone to the new using Smart Switch - what courier would wait while you did that? Eventually I was given a number to contact the exchange department and was at last given a date of Monday 3rd October and that someone would contact me with the procedure which would include return of everything originally delivered. I wouldn't be able to exchange at the Samsung store - it had to be done through the courier although I was previously advised that I could chose. The replacement was delivered 29th September !!!
I have received a £20 voucher - hardly covers phone calls never mind time !
Surely a company like Samsung can do better than this.
Never mind, the phone (bomb version and replacement) is fantastic - best ever in my opinion.
sorry to hear about your experience, in my case, I first contacted Samsung Samsung via chat, useless, but, Registered my product, later, I went directly with my service provider, but they only told me that they didnt have the protocols for the exchange, so I waited, later I received a call from samsung, then, they gave the known alternatives, refund, exchange, or an s7 edge, and a date to receive an exchange, 30th sept, two days later my provider called, telling me exctly the same, but urging me to take the phone to them before 30th sept, I did it, and they will replace the phone on 4th Oct, all this with Telcel Mexico
yes really bad service from Samsung.....
The initial reaction and response from Samsung impressed me. Normally companies deny any such problem. Remember its a tiny tiny % of phones that have gone bang. Of course that's one too many, however for a major company to throw their hands in the air and admit their was a problem, impressed me especially knowing the fruity brand was due to release its new mobile. The timing couldn't have been worse for Samsung. Not to mention the beginning of a saga for us!
Where the problems started was the call back was NOT made 'official' so different Samsung importers handled the situation in different ways causing mass confusion.
I don't think two countries world wide have handled the situation in the same way and that's an awful problem that has lead to customers being messed about, confused and frustrated thus causing Samsung to lose an awful lot customer good will.
Do you realise I have yet to receive my FIRST free gift being the VR head set? Some posters here moan and groan about not having compensation etc, I still await the fulfillment of my initial order placed way back in August! Samsung have not made things easy for themselves at all. Its been a bloody nightmare here. Thank heavens the new replacement is a great mobile. If it had not been I have zero idea what I would have done BUT you may well have read about it in the news papers! Sort of, "Samsung importer has emergency operation by proctologist" etc.
Ryland
Simple:
All people needs study electrical parts, to Get Ride of these pigs, doing themselves your batteries, escaping this and more companie's dependency, sending them back to the place their once came!
Knowledge, the minimum of electrical parts in all schools!
Same here, TERRIBLE experience from samsung.com. I've been calling those idiots many many times since they started the #galaxynote7 recalls. Every time when I called, they always says, "you'll be getting the return shipping label in 3-5 day. Now. a month gone by, still no mail from samsung. Good thing that I paid through paypal. I filled dispute charges. 10 days later NO respond from Samsung.com.
Nowwww drum roll........ Paypal refunded me back $925.43. :laugh:
Just received this. The must really appreciate us here as they will give us our money back and even collect the device.
We would like to offer our deepest apologies for the trouble you had to experience with the Note7. As you are aware, we have advised all existing Note7 customers to stop using your device, back up your data, and switch it off.
Due to this unfortunate incident and as a token of appreciation to you as our customer, we will offer you a full refund of your purchase or an exchange for any S7 range. We will also collect the defective device from your home so you don’t need to worry about returning it.
We will arrange for a courier to pick up the device from you between the time of 1pm - 6pm on Wednesday 19th October. For your safety please ensure that the device is powered down and is in its original packaging if possible. If you are not available or this time is not convenient to you, please contact 01628 402031 as soon as possible to arrange collection for the following evening.
We apologise for any inconvenience this has caused you. If you have any questions, please do not hesitate to contact us at any time.
Just got the same email and this paragraph makes me angry.........
"Due to this unfortunate incident and as a token of appreciation to you as our customer, we will offer you a full refund of your purchase or an exchange for any S7 range. We will also collect the defective device from your home so you don’t need to worry about returning it"
There is no "token of appreciation" here at all samsung!!! You are offering me nothing at all and that's just not on I'm afraid.
O2 are the same but worse, they have collected my not told me to contact them at least 24 hours after the call to talk an upgrade or cancellation I contacted them today nearly 48 hours after that call and basically got told they would refuse to do anything for 3-5 days until they actually had received and checked the device. they also offered no help with lost money for things like screen protectors and other accessories so needless to say I will never be using them again. they didn't even offer a token gesture discount on an alternative device.
so I've said they can go fornicate a rusty pole and and took up the 20% monthly discount my works offers on EE to get the Pixel XL.
Similarly composed letter in Estonia too.
Returned everything and disappointed. Will think not twice, but five times before buying Samsung products in future.
Makes me wonder what are they smoking to believe that europeans are happy to be treated worse than rest of the world.
I was just pushed a message which directed me to call Samsung on the 0330 number. Called them. Lines are closed even though it says open to 6pm saturday. Used the number ending in 1000, guy on the end said to power down phone and I will get a call back from them. I asked if they had thought this through. How do i get a call back without a phone to use. I need the money to buy a phone but cant get the refund until a long time after I have sent this one back.
This is going from bad to worse isn't it.
I was disappointed with Samsung about the faulty Note 7s, but I was not angry with them since they made some design or manufacturing mistakes which to an extent you could argue were out of their control. Or at the very least, which were not forseen.
But as they continue to mismanage this situation in this cack-handed way, I am most certainly starting to get angry. As stated in the thread earlier, people need time to plan for swapping their phones out. These are not toys, for which there is mild or no inconvenience if you are without it for a few days. These are serious pieces of equipment people rely upon in their daily lives.
I won't be returning mine any time soon.
I'm angry that they offered the s7e at full price. Not even a discount for our troubles. To add insult you can get the s7e cheaper elsewhere too
Most odd. In this European country the Note 7 cost 880.00€. The S7 edge cost 100.00€ LESS so hardly a fair exchange! Obvious thing to do is accept the cash back offer. Like you guys and gals I am also out of pocket big time on original Samsung accessories. Samsung in Europe have not made this an acceptable return have they. End of the day we, the consumer, have lost out on this as well as Samsung Korea.
One thing for sure, don't let the politics of the situation get in the way. Return your Note 7. Left a bitter taste in my mouth.
Ryland
its all in stages, just wait.
it was recall with refund or exchange only.
then exchange + $50 voucher
then exchange + 250 visa credit card,
and now exchange + $350 visa card, getting really hard to say no...
Mentioned the same in the other thread about UK recall.
I've tweeted them asking why it's different to the US recall.
I would be very interested to know how any complaints from guys here develop. People need to phone them and complain, get angry, threaten them by informing them you will go to every tech website and report this pathetic customer service attitude to them.
I am sick of Samsung treating the UK and Europe like we are not as important as the rest of the world. We pay more for the phone, we get less special offers, we haven't got Samsung Pay here yet, we didn't get the Note 5 and now we don't get any compensation. Just a lame email that makes it seems they are doing us a huge favour by giving us a refund! The least they could do is give us a hefty discount on the S7 Edge.
It makes me sick in the stomach.
.
so annoying .. carphone whorehouse want me to take my N7 back and have the £99 deposit back.
as far as there concerned the extra I've already been charged on my tariff doe not come into it.
so they want me to downgrade to a S7.. i had a N5 before all this which i now wish i had kept !
if i had wanted a S7 i would of bought one !!
so now its all lose lose ..
See how easy it is to complain about compensation
Guys,
I have put a post up here on XDA urging UK consumers to complain about not receiving any compensation in line with other countries.
Please take a look and please at least give it a go at following the instructions. It's really quick and simple. It may or may not get anywhere but it's certainly worth trying.
http://forum.xda-developers.com/showthread.php?t=3481067
Thanks in advance.
.
apprentice said:
Guys,
I have put a post up here on XDA urging UK consumers to complain about not receiving any compensation in line with other countries.
Please take a look and please at least give it a go at following the instructions. It's really quick and simple. It may or may not get anywhere but it's certainly worth trying.
http://forum.xda-developers.com/note...plain-t3481067
Thanks in advance.
.
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link cut short and not working
yep how this recall has been handled in the UK is a massive joke, I've already told O2 where they can go since they refuse to release my account or let me upgrade for best part of a week, basically wanting to leave me without a phone. I realise the problem has likely happened the same with all suppliers in the UK, but I'm pissed off so I'm leaving them and going else where.
for those at carphone warehouse it should be possible to get a full refund and your contract dropped to a monthly sim only contract, they can't force you to take a alternative, it is the same reason O2 had to give the option of a full refund and potential cancellation because the phone has to be returned meaning you are not getting any goods so need a full refund for those goods, the problem with the likes of carphone warehouse is the contracts include the device charge in the service charge so you lose your monthly payments that should go towards the phone, I was slightly better off on O2 as the phones are a separate credit agreement so O2 is forced to cancel it and refund me all payments I've made on it, the problem being they are going to drag it out that long I will have made another payment they will have to refund me instead of just clearing the phone off now as it has been picked up by the courier for return.
magyosha said:
link cut short and not working
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Sorry. . now fixed
http://forum.xda-developers.com/showthread.php?t=3481067
Sent from my SM-N930F using Tapatalk
I am one of the lucky ones I suppose. I got mine from ee one of the first to have pre ordered, the when the 1st exchange kicked in was given 50£ for my troubles and 30 quid for accessories refund. I also got free 8gb data as ee expected a delay in delivery. Second time round I was offered a choice of upgrade for the exact same deal I had on a note 7 to get a iPhone 7 plus (grr iPhone yes I know), but it's the wife who chose it as she fancied something new. Having upgraded before the handset was exchanged left ee in a dilemma as they could not then give me a loan phone because the iPhone 7 plus won't be available until end of October possibly. They then asked me to send the note 7 handset back in for the recall and wait for my iPhone 7 plus. I advised them I had no other handset. They tried all the usual please use a previous handset and I stuck to my guns. They then offered me 50 quid to purchase a new handset as a I await for the iPhone 7 and laughed back at the chap that how could I buy a handset for 50 quid. After negotiating and arguing was given 150 quid credit for a handset as a I await my iPhone 7,so definitely benefitted from this nightmare.
marvi0 said:
I am one of the lucky ones I suppose. I got mine from ee one of the first to have pre ordered, the when the 1st exchange kicked in was given 50£ for my troubles and 30 quid for accessories refund. I also got free 8gb data as ee expected a delay in delivery. Second time round I was offered a choice of upgrade for the exact same deal I had on a note 7 to get a iPhone 7 plus (grr iPhone yes I know), but it's the wife who chose it as she fancied something new. Having upgraded before the handset was exchanged left ee in a dilemma as they could not then give me a loan phone because the iPhone 7 plus won't be available until end of October possibly. They then asked me to send the note 7 handset back in for the recall and wait for my iPhone 7 plus. I advised them I had no other handset. They tried all the usual please use a previous handset and I stuck to my guns. They then offered me 50 quid to purchase a new handset as a I await for the iPhone 7 and laughed back at the chap that how could I buy a handset for 50 quid. After negotiating and arguing was given 150 quid credit for a handset as a I await my iPhone 7,so definitely benefitted from this nightmare.
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makes me glad I am going to EE as all I got from O2 was a headache.
Belimawr said:
makes me glad I am going to EE as all I got from O2 was a headache.
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Click to collapse
I think this has been an unprecedented issue for all involved especially second party networks like ee. Initially when the second recall was kicking in ee didn't know what to do, which is why I ended up getting nearly 250 quid from this whole mess so can't complain.
marvi0 said:
I think this has been an unprecedented issue for all involved especially second party networks like ee. Initially when the second recall was kicking in ee didn't know what to do, which is why I ended up getting nearly 250 quid from this whole mess so can't complain.
Click to expand...
Click to collapse
both recalls O2 has refused to part with a penny or even offer help in a reasonable time frame, hell just to get through to the line they said I had to phone immediately I spent over an hour on hold, honestly their customer service throughout has been terrible and a total waste of space, achieving nothing other than alienating their customers.
This is my story regarding the HTC-US 1-year free replacement phone warranty, which it failed on me. If you are currently interested in any of their phones, read my story and think again.
I live in USA. About 6 months ago, I broke my phone screen. It's still functional but hurt my finger. I filed a claim for replacing my HTC10 on 11/3/2017 as it’s still within 1-year free replacement warranty. I chose the advance exchange program and I was told I will receive a new phone about 20 days due to high volume demand at that period.
A month later, I did not receive the new phone. I wrote another e-mail to HTC. No response. I called the customer service, the person said there is something they need to sort out so they will call me back. No response. I had no other way and I need my phone to be repaired soon. I found a store to fix the cracked screen for me. That cost me $180.
Since then, I’d heard nothing from HTC. They even hold my credit card balance ($599 value) for more than 3 months. Yet, today (4/19/2018) I received a phone call from someone who claimed to be from the HTC customer service. It’s been more than 5 months.
At first, the customer service staff told me that HTC will send me a new phone with a newer model, HTC U11, with no charge. I said, "Fine, I will take it.". Then that person said you must still have your HTC 10. I said, “Sure I still have it”. Then he said I have to send my HTC10 back to the company so they can send a new phone after they received it. He emphasized, “This is company policy”. The attitude was quite rude and his English accent was kind of hard to understand. I did not agree because I need a phone at any time, and it’s currently working fine (I spent $180 to fix it). I asked why not send the phone first as the program agreed then I will mail the old one back once I received it. That person repeated the same statement and tried to force me to send the phone to them first.
The call ended unpleasantly and I didn’t agree to send the phone back to HTC because it’s too suspicious. How can I trust what you said given that I never receive the phone you promised. How could I know you will send the new phone to me if I send mine to you? Nevertheless, HTC, it’s you fail to fulfill the agreement, which originally, you said you will send me a new phone within 14-20 days. I have the original chat transcript.
I felt very disappointed after receiving that phone call. I really thought I've let it go because my phone is now working fine. But that call with a very rude attitude makes me angry. It doesn't sound they want to settle the dispute but force me to give up the claim. I really couldn’t believe that’s how HTC treats its loyal customer (I’ve bought more than 8 HTC phones). I will post this anywhere on cell phone related forums and report to BBB as well. I hope these actions will get HTC attention and hope they will learn when people start taking action on them.
I hope my story warn you the bitter truth even it's coated sugar. I hope everyone really knows what they spend money for.
HTC has two ways of doing exchanges, one is where you send the phone back and get a new one. Second is they send you the phone under the pretense that you place a hold on your credit card and send them the old phone after you get the new one.
I also had a big issue with HTC, they took over 3 months to send me a new phone (although they did place a hold on my account the same day i filed a claim)
Eventually I did get my phone back. They claimed that the reason it took so long was because they were moving their repair center to Texas, and soon after a hurricane hit Texas, which delayed the process even more.
I agree, they take way too long
yungyeh said:
This is my story regarding the HTC-US 1-year free replacement phone warranty, which it failed on me. If you are currently interested in any of their phones, read my story and think again.
I live in USA. About 6 months ago, I broke my phone screen. It's still functional but hurt my finger. I filed a claim for replacing my HTC10 on 11/3/2017 as it’s still within 1-year free replacement warranty. I chose the advance exchange program and I was told I will receive a new phone about 20 days due to high volume demand at that period.
A month later, I did not receive the new phone. I wrote another e-mail to HTC. No response. I called the customer service, the person said there is something they need to sort out so they will call me back. No response. I had no other way and I need my phone to be repaired soon. I found a store to fix the cracked screen for me. That cost me $180.
Since then, I’d heard nothing from HTC. They even hold my credit card balance ($599 value) for more than 3 months. Yet, today (4/19/2018) I received a phone call from someone who claimed to be from the HTC customer service. It’s been more than 5 months.
At first, the customer service staff told me that HTC will send me a new phone with a newer model, HTC U11, with no charge. I said, "Fine, I will take it.". Then that person said you must still have your HTC 10. I said, “Sure I still have it”. Then he said I have to send my HTC10 back to the company so they can send a new phone after they received it. He emphasized, “This is company policy”. The attitude was quite rude and his English accent was kind of hard to understand. I did not agree because I need a phone at any time, and it’s currently working fine (I spent $180 to fix it). I asked why not send the phone first as the program agreed then I will mail the old one back once I received it. That person repeated the same statement and tried to force me to send the phone to them first.
The call ended unpleasantly and I didn’t agree to send the phone back to HTC because it’s too suspicious. How can I trust what you said given that I never receive the phone you promised. How could I know you will send the new phone to me if I send mine to you? Nevertheless, HTC, it’s you fail to fulfill the agreement, which originally, you said you will send me a new phone within 14-20 days. I have the original chat transcript.
I feel very disappointed after receiving that phone call. I really thought I've let it go because my phone is now working fine. But that call with a very rude attitude makes me angry. It doesn't sound they want to settle the dispute but force me to give up the claim. I really couldn’t believe that’s how HTC treats its loyal customer (I’ve bought more than 8 HTC phones). I will post this anywhere on cell phone related forums and report to BBB as well. I hope these actions will get your attention and hope you will learn when people start taking action on you.
I hope my story warn you the bitter truth even it's coated sugar. I hope everyone really knows what they spend money for.
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Took 5 months for me. They prematurely charged my card instead after having my card on hold for 3 months. Since I haven't received the phone and they already billed me (it actually posted instead of pending), I wasn't going to be paying it on my credit card bill, it was an easy charge back win. I got my money back, I finally got a new refurbished phone 2 months after. Since I got my money back, I closed my card and felt no longer obligated to send my old phone back. Never going back to HTC devices. Moved on to Samsung, which isn't any better in terms of warranty, but it's not any worse.
Guys thanks for your replies.
As I start to research this issue, I've found more bitter in their game. It seems many people didn't even receive their phones back after sending their phones to HTC for replacement if they intended to use the so-called "HTC UH OH™ Protection" program. If they asked for a repair, some of them might have to wait for several months (or in some extreme case, a year) to get their phone back. This is really ridiculous.
What terrifies me is that they have done this for years but no one had ever won a situation like this even once.
Besides BBB, is there any other customer protection group or foundation that might help a situation like this? Have you guys ever heard any winning case?
yungyeh said:
Guys thanks for your replies.
As I start to research this issue, I've found more bitter in their game. It seems many people didn't even receive their phones back after sending their phones to HTC for replacement if they intended to use the so-called "HTC UH OH™ Protection" program. If they asked for a repair, some of them might have to wait for several months (or in some extreme case, a year) to get their phone back. This is really ridiculous.
What terrifies me is that they have done this for years but no one had ever won a situation like this even once.
Besides BBB, is there any other customer protection group or foundation that might help a situation like this? Have you guys ever heard any winning case?
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Click to collapse
I won, I got a free phone from them. All I had to do was make a call to my credit card provider. They took care of it all for me.