Related
I've had to send my Desire back to HTC last Monday (11/10/10) as the external speaker has failed. They arranged UPS courier pick up and UPS supplied a tracking number which showed it was signed for by HTC on 12/10/10.
Also on 12/10, HTC sent me an email advising they'd received the phone and gave me a repair tracking reference. I logged in to the servioce on 12/10 and it did indeed show 'We have received your phone at HTC service center.'
This is fine, but we are now one week on since HTC reported receiving my phone and the status has not changed. I rang them today and just got fobbed off with "it takes 10 to 15 working days to turn around a repair". I'm not unduly worried, however, I don't see the point of a repair tracking service if it is never updated.
I just wondered what everyone else's experiences were of the HTC repair service and their repair tracking updates?
Cheers.
*** BUMP ***
HTC Repair
I sent my phone in for repair about 4 weeks ago. I had a similar experience as you where it stayed in that status for about 2 weeks! I was phoning constantly in that time, being given expected repair dates, being promised things would be raised as a priority etc, but to no avail. I complained to the customer service team that the updating was poor. The lady agreed but could only promise to pass my comment on to the complaints department and they would contact me in 24 hours. They couldn't be contacted directly.
I had no intention of believing that based on my past experience over the 2 weeks. I rang the head office and asked for the complaints department. I spoke to a really helpful lady who managed to get my phone repaied and back to me in 5 days! This would not have happenned if she didn't help me.
Unfortunately, the repair was unsuccessful. I was reluctant to send it back, but I went via the route of the same person in the complaints department, who set it up as a priority case. I sent if off on a Friday and had it back the next Friday! Fault was fixed.
The best way to deal with them is to constantly ring them as the repair tracking service isn't updated often, whereas they can see other information on their systems. If that doesn't work, ring the complaints department.
Repair: UPDATE
Well, would you credit it, the day after I made my original post HTC updated the repair tracker to say my phone was being repaired. The next day, it was updated again to say phone repaired and being returned to me. That was last Friday and guess what? I still haven't got my phone, but and it is a BIIIIG but...
It's not HTC's fault. They did post it, and gave me a UPS Courier tracking number.
UPS reported the phone being sent from their depot in Tamworth, Staffs. On Monday just gone, it was then reported as being out for delivery to me that day....it never arrived. I rang UPS, they claimed they had tried to deliver it but my office was shut...BULLSH!T! I was ringing them from the office at 4.30pm that day! UPS then said they would reschedule delivery for Tuesday to which I agreed.
Then as I was leaving the office at 5pm, UPS rang me back to say I could call at their local depot (10 miles from me) at 6pm to collect the phone. I agreed and arrived at their office at 6.10pm only for them not to be able to find the phone, then tell me "We're really sorry, but it's still at our Tamworth depot. We'll get it to you tomorrow"
So Tuesday morning rolls round....I get a phone call from UPS at work asking was I planning to call and collect the phone from UPS today. I told them no because they had arranged to deliver it that day.
Then the bombshell. "I'm really sorry sir, we had a break in on one of our vans at the Tamworth depot. Your phone was on that van and has been stolen!"
Can't be helped I suppose, but it doesn't stop me thinking how unlucky can I get!!!
Still, at the end of the day, UPS have admitted it was stolen, so I should get a new replacement or a big fat cheque to buy a new one.
C'est la vie.
LOL - sorry, I shouldn't laugh, that's a horrendous story...
I was curious, did UPS pay out to you?
smeddy said:
LOL - sorry, I shouldn't laugh, that's a horrendous story...
I was curious, did UPS pay out to you?
Click to expand...
Click to collapse
Thanks for the sympathy...lol!
You really don't want to know what a nightmare I've had with HTC since this happened. Suffice to say, it took 6 weeks to get a replacement (refurb) handset (wrapped in bubble wrap in a plastic envelope, my retail box which it was sent in was nowhere to be seen), which they sent WITHOUT a battery (which took another week to arrive...after shouting at them down the phone!!) and now this replacement handset it randomly freezing!!!
I hope you NEVER have to send your handset back to HTC....they have the worst customer service I've ever experienced...EVER!!! Still currently got an ongoing dispute with them. If I ever get a resolution and I have a spare 3 weeks, I might post the whole sorry saga for you all to have a laugh/cry/empathising pat on the back at....if it could go wrong, it did/has/probably still will!!
Let's just say I will NEVER buy HTC again!!!
And no, UPS didn't pay out to me, because the phone was sent BACK to me by HTC, so HTC had to make the claim. So, while they will probably get the full cost of the lost phone, I'm left with a refurb. HTC won't entertain a claim from me as UPS lost the phone and UPS won't entertain a claim from me because HTC were the sender and had to make the claim! I'm stuck between rock and a hard place...but I'm still fighting!!!
My story
Hey! I have a similar story to share! N.B. None of our phones are rooted and only her's was SIM unlocked via a code we purchased.
So since December 2011, my girlfriend (Phone B) and I (Phone A) have both been using HTC Desire Z sold by Bell Canada. I am a Bell user and she is a Rogers user. Mine was bought under my contract and her's was bought by someone else who got a contract to get the phone but sold the phone brand new and gave me the bill.
So we had been using our phones without any problems until I started experiencing issues in July 2011. The screen was not responding and I had to send it (A) for repairs. It was returned and was used without any issue until the next problem popped up (keep reading).
In December 2011, I decided to send my girlfriend's phone (B) since she had been complaining that her earpiece was crackling. So in December, I sent the phone.
I leant her my phone for the time her's was under repair. One night, my phone froze when she loaded a PDF. It restarted fine but the next morning, it was stuck at the HTC screen (A).
I called Bell. In Canada, it turns out carriers are responsible for handling the warranty so they consider that if you are not a customer under the carrier, you can't avail yourself of the manufacturer's warranty. This makes absolutely no sense as the standard product warranty from a manufacturer is 1 year.
I called HTC and fought for an hour until they sent me to a repair unit. With them, they told me that the phone was still under warranty and gave me a work order to send to the subcontractor responsible for repairs.
I sent phone A for repairs. In the meantime, phone B was returned. We sent phone B for repairs unlocked and they returned it locked (new IMEI). I paid to get it unlocked and my girlfriend started using it. She told me that it reboots every 2 minutes. I took a video of it and it is pretty ridiculous. With a Rogers SIM, it reboots every 2 minutes, without a SIM, it reboots every 15 or so. I'm now going to have to send phone B for repairs again and cross my fingers that it doesn't fail again.
Now the pièce de résistance is coming up. I just received a call from the repair company and they are asking 200$ to fix phone A. They consider that a phone under warranty with a work order and sent because of random software failure needs 200$? What is this?
Posted my story on the HTC Canada facebook page and guess what? INSTANT DELETE! Because of this, I started my own Facebook page. We are customers, I bought not 1 but 2 phones from them and look at what they do!
So here it is, the facebook page where all of you should post your stories:
http://www.facebook.com/pages/HTC-Cell-Phone-Issues/302964459751052?sk=wall
If it gathers wind, we might finally get some real help from HTC. I was a BIG fan of them. Until they fix this mess, NEVER again will I buy or advise anyone to buy their products!
Thank you and sorry for the long mail.
Show some support, this might happen to you!
I will be starting a thread to elicit people to share their own stories and hopefully all post on the Facebook page. Can you guys copy-paste your stories? It would help gather some momentum.
Ok so i sold my iphone 4 and bought htc one x from craigslsit.
it worked fine that day and then suddenly a few hours later the voice message that i cant make calls. no problem. took it to att they said its stolen
give it back to us. what? are u gonna pay me the price i paid for the phone. left the store. called the guy 100 times , ringing - never picked up the phone. ok filed a police report. detective wants to talk to me but i dont have a phone, have a sim that is blocked. didnt go to my work for at least a week becuase i missed all the important calls. no reponce yet from police and from the seller. i have the proofe - his ad, his ethnicity and phone number. ok i may be receive call from detective with in 3-4 days on my dads cell, so they can start tracking that guy. not worry much about the timing process to catch the seller. but guys i cant even imagine what att did. my line is under my dad's account and he has 5 lines. now just bu putting my sim card in the stolen phone. all the lines are cancelled because they said its under the federal law to cancel all the line if aught using the stolen phone so now all my family members are sittting in house. finding a solution to this matter. just wanna have some of the member opinion on this. should i go back to store and give them the phone and lose all the money and in return they will unblock all the lines except mine or wait till the cop catch the buyer. help plz .... :crying:
It doesn't matter how much you paid for stolen goods, they don't belong to you.
I thought this was the One X forum.
Sent from my One X
You're going to lose the money whatever you decide to do, because even if they catch him the phone's not yours; I'd imagine they'll take it off you anyway to try and return to its rightful owner and tell you that you're lucky not to be charged with handling stolen goods.
I don't think you're going to get any useful advice on your situation on here if I'm honest.
Get yourself a good lawyer.
Sent from my HTC One X using xda premium
The below is long but I wanted to provide all the details of my last Verizon Customer Support issue and how I resolved them
VZW messed me up last year. My son had an M7 that was purchased new in 2012 under the subsidy for a 2 year contract extension. When he was eligible for an upgrade I took it to the nearest VZW store and I got the M8 using his upgrade. They asked me if I wanted Edge on the new M8 and since I change phones often, I went on Edge.
Unknown to me at that time they had done the upgrade wrong. They should have simply upgraded the M7 to the M8 on my son's number then switched the phone to my number. Easily done as I have done it many time before. Instead, they put both my son's M7 and my M8 on Edge. The only saving grace was they were not charging anything monthly for the M7
After getting my M9 I realized no return label was sent with the M9. After several days of phone calls I was told to go to my local VZW store to return it. That is 25 miles away but I drove over anyway as I wanted to ensure the M8 went back.I I waited for 20 minutes for someone to help me (even though 4-5 employees were milling about BS'ing) and was told "We can't take it back in store if you ordered online". I was LIVID. Another 2 calls to VZW and I was able to get a return label.
Then I went to get my son's phone on Edge. The CSR told me to go to the local store. I told her they were jerks and would give me a hard time as it said my son was not eligible to Edge up until 2016! They called the store and cleared it all up, supposedly.
By this time I was so angry, I sent a nice email from my company email (I'm an exec in a large insurance company) to the president of my VZW in my region. I explained my entire saga and provided my account number and contact number. I then headed off the VZW store. Again, they took my name when I walked in and there were 2 people being helped and 4 employees milling around. No biggie, my son needed time to pick out his new phone. 20 minutes later he decided on the S6 Edge. It took another 10 minutes for someone to approach us. I explained the issue and gave him the M7 to return. This is where the fun starts....
He looks at the phone and says "Does this even charge?" My son said "Yes, it charges fine". There were a few minor cosmetic scratches on the bottom but the back, and glass were PERFECT. It had been in an Otterbox with a MIME protector on it. It was also only about 6 weeks old as the original stopped charging and it was replaced under Assurion protection with a refurb phone. Most likely, the minor scratches on the bottom were there as my son is VERY careful with is phone. The VZW salesman, let's just called him "jerk", says "I doubt we can take this". I explained the situation and even provided the receipt when I paid 199 for the phone back in 2012 and technically, I should not even have to return it.
He disappeared for about 15 minutes and then I got a call from Verizon Executive Support concerning my email to the NE regional president. My son looked all scared as the jerk came out and told him "There is no way your getting a new phone today!". My 17 year old looked and me and I said "Don't worry Mike, we are walking out of here with a new phone!". The jerk looked me straight in the eye and said "No, you won't". I had the phone on speaker so the VZW executive support could hear. She then asked me which store I was at and I asked the jerk for the store number. "Why do you want that?" I said "Because I'm on the phone with VZW Corporate Executive Support" he said "Sure you are, our store number is xxxxxx". She overheard this whole exchange.
The Executive support put me on hold and said she was going to call the store manager. Within 10 minutes the manager was RUNNING out of the back shaking my hand and telling me how sorry he was. I told him that the jerk needed some serious coaching on this customer service skills and that he needs to dress more appropriately (High top expensive basketball shoes wide open, shirt 1/2 tucked in and 1/2 out), While he is kissing my a*s, Verizon Executive supports calls to say, I needed to return the M7, I would get an S6 Edge and she would not only credit me for the 199 but give me another M8 as I DID NOT have to return the M8 which is why I never got a return label!
I then said I was not really even happy with the M9 as the Camera was still weak and there were no major differences between the M8 and M9. So she told me to upgrade to whatever phone I wanted and just give the manager the M9 as it was only 10 days ago when I bought it. She even waived the 35 restocking fee. I thanked her and she sent me a text with her name and direct number.
I told the jerk to simply activate the phones and not do anything else. "I can transfer all your stuff". I said "Nope, already taken care of, just please activate both phones and let me get out of here". He didn't say another word until he handed me the bag with the phones and with a disgusted looks said "Have a nice day" I responded "You too and as I walked away I turned back at him and said "I told you!"
So now my son as an S6 Edge, I have a Note Edge, I gave my wife the new M8 to replace her old M7 and the M7 is going up on eBay now.
The point to this story is when you are treated poorly, you don't have to throw up your hands. Do some research, find someone in the C-Suite of a company and send a very nice email. All you need to is fine the naming convention and the domain. Since all public company's must list their executives, getting their email is usually pretty easy if you are at all Internet savvy. Don't ever pay money for these addresses. You can find them for free. C-Suite executives almost always have high level CSR's that can do almost anything for you. I have used this so many times and the only time it didn't work was with Comcast. No matter who I sent an email to they never had anyone follow up. Guess what, Comcast is gone and will never be in any of my homes again, EVER.
Glad to hear everything was taken care of. The Verizon store I go to has taken pretty good care of me.
Mike,
Excellent to hear that you have your phone issue resolved. Sorry to hear that you had to move from the M9... but now that you have used both: how do they compare?
I had the messaging error 65535 class 3 and had to reset my phone (M9). The Tier 2 support agent monitored my phone hit 115 degrees and had me power it off. We then reset it again and it did it again... he said to go to a corporate store and exchange it. The exchange went smooth; they started off saying, "I don't know if we can exchange it, no gold," etc... . With much less headache, I am on my second M9. (I have the Silver...)
Daniel
Mike02z said:
The below is long but I wanted to provide all the details of my last Verizon Customer Support issue and how I resolved them
VZW messed me up last year. My son had an M7 that was purchased new in 2012 under the subsidy for a 2 year contract extension. When he was eligible for an upgrade I took it to the nearest VZW store and I got the M8 using his upgrade. They asked me if I wanted Edge on the new M8 and since I change phones often, I went on Edge.
Unknown to me at that time they had done the upgrade wrong. They should have simply upgraded the M7 to the M8 on my son's number then switched the phone to my number. Easily done as I have done it many time before. Instead, they put both my son's M7 and my M8 on Edge. The only saving grace was they were not charging anything monthly for the M7
After getting my M9 I realized no return label was sent with the M9. After several days of phone calls I was told to go to my local VZW store to return it. That is 25 miles away but I drove over anyway as I wanted to ensure the M8 went back.I I waited for 20 minutes for someone to help me (even though 4-5 employees were milling about BS'ing) and was told "We can't take it back in store if you ordered online". I was LIVID. Another 2 calls to VZW and I was able to get a return label.
Then I went to get my son's phone on Edge. The CSR told me to go to the local store. I told her they were jerks and would give me a hard time as it said my son was not eligible to Edge up until 2016! They called the store and cleared it all up, supposedly.
By this time I was so angry, I sent a nice email from my company email (I'm an exec in a large insurance company) to the president of my VZW in my region. I explained my entire saga and provided my account number and contact number. I then headed off the VZW store. Again, they took my name when I walked in and there were 2 people being helped and 4 employees milling around. No biggie, my son needed time to pick out his new phone. 20 minutes later he decided on the S6 Edge. It took another 10 minutes for someone to approach us. I explained the issue and gave him the M7 to return. This is where the fun starts....
He looks at the phone and says "Does this even charge?" My son said "Yes, it charges fine". There were a few minor cosmetic scratches on the bottom but the back, and glass were PERFECT. It had been in an Otterbox with a MIME protector on it. It was also only about 6 weeks old as the original stopped charging and it was replaced under Assurion protection with a refurb phone. Most likely, the minor scratches on the bottom were there as my son is VERY careful with is phone. The VZW salesman, let's just called him "jerk", says "I doubt we can take this". I explained the situation and even provided the receipt when I paid 199 for the phone back in 2012 and technically, I should not even have to return it.
He disappeared for about 15 minutes and then I got a call from Verizon Executive Support concerning my email to the NE regional president. My son looked all scared as the jerk came out and told him "There is no way your getting a new phone today!". My 17 year old looked and me and I said "Don't worry Mike, we are walking out of here with a new phone!". The jerk looked me straight in the eye and said "No, you won't". I had the phone on speaker so the VZW executive support could hear. She then asked me which store I was at and I asked the jerk for the store number. "Why do you want that?" I said "Because I'm on the phone with VZW Corporate Executive Support" he said "Sure you are, our store number is xxxxxx". She overheard this whole exchange.
The Executive support put me on hold and said she was going to call the store manager. Within 10 minutes the manager was RUNNING out of the back shaking my hand and telling me how sorry he was. I told him that the jerk needed some serious coaching on this customer service skills and that he needs to dress more appropriately (High top expensive basketball shoes wide open, shirt 1/2 tucked in and 1/2 out), While he is kissing my a*s, Verizon Executive supports calls to say, I needed to return the M7, I would get an S6 Edge and she would not only credit me for the 199 but give me another M8 as I DID NOT have to return the M8 which is why I never got a return label!
I then said I was not really even happy with the M9 as the Camera was still weak and there were no major differences between the M8 and M9. So she told me to upgrade to whatever phone I wanted and just give the manager the M9 as it was only 10 days ago when I bought it. She even waived the 35 restocking fee. I thanked her and she sent me a text with her name and direct number.
I told the jerk to simply activate the phones and not do anything else. "I can transfer all your stuff". I said "Nope, already taken care of, just please activate both phones and let me get out of here". He didn't say another word until he handed me the bag with the phones and with a disgusted looks said "Have a nice day" I responded "You too and as I walked away I turned back at him and said "I told you!"
So now my son as an S6 Edge, I have a Note Edge, I gave my wife the new M8 to replace her old M7 and the M7 is going up on eBay now.
The point to this story is when you are treated poorly, you don't have to throw up your hands. Do some research, find someone in the C-Suite of a company and send a very nice email. All you need to is fine the naming convention and the domain. Since all public company's must list their executives, getting their email is usually pretty easy if you are at all Internet savvy. Don't ever pay money for these addresses. You can find them for free. C-Suite executives almost always have high level CSR's that can do almost anything for you. I have used this so many times and the only time it didn't work was with Comcast. No matter who I sent an email to they never had anyone follow up. Guess what, Comcast is gone and will never be in any of my homes again, EVER.
Click to expand...
Click to collapse
.This is close to what happened to me. I got on VZW chat and asked them a crap load of questions...like what port in required meant. and if i qualified, and etc etc. I told them what I wanted and they said I could do it. They said I could get $100 credit for recycling ANY smart phone...So I asked if a phone that WORKED and all buttons worked, but had a cracked screen would still qualify and he said as long as the phone is usable. So I took it into a VZW store to get the M9 and they told me I was wrong about EVERYTHING. I spent a total of 6 hours on chat (I assumed the wait times for all the replies were so they could get the right answer). I was so furious. They told me that I had to give them my M8 (which I got off contract from my sister) because I was upgrading early on edge. I told them that I could easily go to ATT and they will pay my 130 dollar cancellation fee and get the M9 from them. Then a Supervisor said that I can't get the 200 credit (100 for new edge activation, and 100 for recycling any smartphone), but she WOULD let me keep the M8 and upgrade early. I said lemme think about it. After thinking about it I was like nahhhhhh. SO I called. I immediately asked for a manager....the first level lady said well let me know what happened and what you're looking to happen and let me see if I can help. SO long story short she let me keep my M8, told me to get a cheap craigslist phone and she will give me a 100 credit for that. I said that isn't enough. I spent a total of 9 hours now, and I want you to get as close to that 200 credit as possible. SO she gave me 40 dollar account credit. So I got 140-used phone on craigslist. I have thought about going to the Note 4 but I probably wont because I don't think its worth a 100 dollars more.
Rezound qualifies for $100
Sent from my HTC6525LVW using XDA Premium 4 mobile app
Icyman said:
Rezound qualifies for $100
Sent from my HTC6525LVW using XDA Premium 4 mobile app
Click to expand...
Click to collapse
EVERY VZW Smartphone in "Good working condition" qualifies for $100. The M7 was $150, and M8 was $200. However, I didn't want to give them my HTC M8 for 200, when I could prob sell it for $250. I might still give VZW my M8 if it doesn't sell on Swappa in time. (I'm moving overseas).
danblade said:
Mike,
Excellent to hear that you have your phone issue resolved. Sorry to hear that you had to move from the M9... but now that you have used both: how do they compare?
Click to expand...
Click to collapse
Thanks Dan!
Now that I have had the Note Edge for 3 days, I like it a lot. The camera is FAR superior to the the M9. Perfromance is pretty close. The M9 has an Octo core processer with 4 running at 1.5 and 4 running at 2.0. The Note Edge has a Quad core proc but runs at 2.7 Ghz.
I like that I can swap batteries in the Note Edge and I like the Gear S watch which I also purchased. I like the bigger screen of the Edge as well as the edge functionality.
All that being said, there was really NOTHING wrong with my M9. It was fast but it's not really fair to compare directly to Note as they are really different animals. The only real comparison is with the Camera. The Edge Camera BLOWS AWAY the M9 camera but a firmware patch may address the M9 camera issues.
I do suspect it will be much more difficult to get root for the Note Edge but I've come to realize that I'm just a crack flasher and spend a TON of time just flashing ROM's and very rarely gain anything.
One other negative for the Note Edge is it is still running 4.4.4 where the M9 runs Lollipop. I hear 5.0.1 is rolling out now for the Note Edge but knowing VZW, it will probably take 3 more months.
While I don't the M9 at the corporate store in Queens Center Mall,Queens NY. I had similar issues like you that is why because of those reps at that store I might never upgrade with verizon, and if I do I will never do it at any corp/3rd party store.
Originally posted by MikeO2z
"I do suspect it will be much more difficult to get root for the Note Edge but I've come to realize that I'm just a crack flasher and spend a TON of time just flashing ROM's and very rarely gain anything."
HAHA! I am feeling that too, Thanks for saying it!
Mike02z said:
Thanks Dan!
Now that I have had the Note Edge for 3 days, I like it a lot. The camera is FAR superior to the the M9. Perfromance is pretty close. The M9 has an Octo core processer with 4 running at 1.5 and 4 running at 2.0. The Note Edge has a Quad core proc but runs at 2.7 Ghz.
I like that I can swap batteries in the Note Edge and I like the Gear S watch which I also purchased. I like the bigger screen of the Edge as well as the edge functionality.
All that being said, there was really NOTHING wrong with my M9. It was fast but it's not really fair to compare directly to Note as they are really different animals. The only real comparison is with the Camera. The Edge Camera BLOWS AWAY the M9 camera but a firmware patch may address the M9 camera issues.
I do suspect it will be much more difficult to get root for the Note Edge but I've come to realize that I'm just a crack flasher and spend a TON of time just flashing ROM's and very rarely gain anything.
One other negative for the Note Edge is it is still running 4.4.4 where the M9 runs Lollipop. I hear 5.0.1 is rolling out now for the Note Edge but knowing VZW, it will probably take 3 more months.
Click to expand...
Click to collapse
Tbh, the Note 4 Camera is somewhat better then my M9, but I do think the M9 will get fixed eventually. But I think that it still wont perform as good as the cameras that have optical image stab. The G3 even took better pics. I was blown away when i saw my friends G3 when holding my M9 next to it. Saying that though, unless I get the G3, I won't have a better device. My opinion is that the Note Edge, S6, S6 Edge are far from better devices (overall) then the M9.
I don't see any problem stated in the first post... None, at all. You did not have edge on both, if you were not getting charged. It would have been cheaper short term and long to do edge if you had at the time 10 gigs, or now, 6 gigs of data. I also see no point in using your son's upgrade in the first place unless you simply always get the new phone and he gets the hand me downs, which edge makes irrelevant. In which case your line was still eligible for both 2 year or edge. Did you skip a whole paragraph of actual problem? Lots of confusion as to the reason you went to the store for an online order and why that was an issue in the first place.
If You skipped a paragraph about edging up and turning in the phone on your sons line instead of yours for whatever reason, then it all makes sense. Ask for a printed return label, send in. If a store took the edge-up turn in, then your account would have been charged a non-return fee since there is no link in the systems between self serve and in store. But in that case, then it seems you got mad for no reason at all and no blame with your carrier... Which would make no sense to blab on the internet about.
Mike02z said:
The below is long but I wanted to provide all the details of my last Verizon Customer Support issue and how I resolved them
VZW messed me up last year. My son had an M7 that was purchased new in 2012 under the subsidy for a 2 year contract extension. When he was eligible for an upgrade I took it to the nearest VZW store and I got the M8 using his upgrade. They asked me if I wanted Edge on the new M8 and since I change phones often, I went on Edge.
Unknown to me at that time they had done the upgrade wrong. They should have simply upgraded the M7 to the M8 on my son's number then switched the phone to my number. Easily done as I have done it many time before. Instead, they put both my son's M7 and my M8 on Edge. The only saving grace was they were not charging anything monthly for the M7
After getting my M9 I realized no return label was sent with the M9. After several days of phone calls I was told to go to my local VZW store to return it. That is 25 miles away but I drove over anyway as I wanted to ensure the M8 went back.I I waited for 20 minutes for someone to help me (even though 4-5 employees were milling about BS'ing) and was told "We can't take it back in store if you ordered online". I was LIVID. Another 2 calls to VZW and I was able to get a return label.
Then I went to get my son's phone on Edge. The CSR told me to go to the local store. I told her they were jerks and would give me a hard time as it said my son was not eligible to Edge up until 2016! They called the store and cleared it all up, supposedly.
By this time I was so angry, I sent a nice email from my company email (I'm an exec in a large insurance company) to the president of my VZW in my region. I explained my entire saga and provided my account number and contact number. I then headed off the VZW store. Again, they took my name when I walked in and there were 2 people being helped and 4 employees milling around. No biggie, my son needed time to pick out his new phone. 20 minutes later he decided on the S6 Edge. It took another 10 minutes for someone to approach us. I explained the issue and gave him the M7 to return. This is where the fun starts....
He looks at the phone and says "Does this even charge?" My son said "Yes, it charges fine". There were a few minor cosmetic scratches on the bottom but the back, and glass were PERFECT. It had been in an Otterbox with a MIME protector on it. It was also only about 6 weeks old as the original stopped charging and it was replaced under Assurion protection with a refurb phone. Most likely, the minor scratches on the bottom were there as my son is VERY careful with is phone. The VZW salesman, let's just called him "jerk", says "I doubt we can take this". I explained the situation and even provided the receipt when I paid 199 for the phone back in 2012 and technically, I should not even have to return it.
He disappeared for about 15 minutes and then I got a call from Verizon Executive Support concerning my email to the NE regional president. My son looked all scared as the jerk came out and told him "There is no way your getting a new phone today!". My 17 year old looked and me and I said "Don't worry Mike, we are walking out of here with a new phone!". The jerk looked me straight in the eye and said "No, you won't". I had the phone on speaker so the VZW executive support could hear. She then asked me which store I was at and I asked the jerk for the store number. "Why do you want that?" I said "Because I'm on the phone with VZW Corporate Executive Support" he said "Sure you are, our store number is xxxxxx". She overheard this whole exchange.
The Executive support put me on hold and said she was going to call the store manager. Within 10 minutes the manager was RUNNING out of the back shaking my hand and telling me how sorry he was. I told him that the jerk needed some serious coaching on this customer service skills and that he needs to dress more appropriately (High top expensive basketball shoes wide open, shirt 1/2 tucked in and 1/2 out), While he is kissing my a*s, Verizon Executive supports calls to say, I needed to return the M7, I would get an S6 Edge and she would not only credit me for the 199 but give me another M8 as I DID NOT have to return the M8 which is why I never got a return label!
I then said I was not really even happy with the M9 as the Camera was still weak and there were no major differences between the M8 and M9. So she told me to upgrade to whatever phone I wanted and just give the manager the M9 as it was only 10 days ago when I bought it. She even waived the 35 restocking fee. I thanked her and she sent me a text with her name and direct number.
I told the jerk to simply activate the phones and not do anything else. "I can transfer all your stuff". I said "Nope, already taken care of, just please activate both phones and let me get out of here". He didn't say another word until he handed me the bag with the phones and with a disgusted looks said "Have a nice day" I responded "You too and as I walked away I turned back at him and said "I told you!"
So now my son as an S6 Edge, I have a Note Edge, I gave my wife the new M8 to replace her old M7 and the M7 is going up on eBay now.
The point to this story is when you are treated poorly, you don't have to throw up your hands. Do some research, find someone in the C-Suite of a company and send a very nice email. All you need to is fine the naming convention and the domain. Since all public company's must list their executives, getting their email is usually pretty easy if you are at all Internet savvy. Don't ever pay money for these addresses. You can find them for free. C-Suite executives almost always have high level CSR's that can do almost anything for you. I have used this so many times and the only time it didn't work was with Comcast. No matter who I sent an email to they never had anyone follow up. Guess what, Comcast is gone and will never be in any of my homes again, EVER.
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Was this a corporate store? I'm a manager at Verizon and I would have fired that idiot right there.
seshaz said:
Was this a corporate store? I'm a manage at Verizon and I would have fired that idiot right there.
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Yes. It was a VZW Corporate store. I typically use the VZW Corporate srore near my second home. They are MUCH better but they did mess up my original M8.
Mike02z said:
Yes. It was a VZW Corporate store. I typically use the VZW Corporate srore near my second home. They are MUCH better but they did mess up my original M8.
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That's wild, not even sure how they were able to f it up that bad in the system lol. You must have got a super special rep
coolbluedab said:
I don't see any problem stated in the first post... None, at all. You did not have edge on both, if you were not getting charged. It would have been cheaper short term and long to do edge if you had at the time 10 gigs, or now, 6 gigs of data. I also see no point in using your son's upgrade in the first place unless you simply always get the new phone and he gets the hand me downs, which edge makes irrelevant. In which case your line was still eligible for both 2 year or edge. Did you skip a whole paragraph of actual problem? Lots of confusion as to the reason you went to the store for an online order and why that was an issue in the first place.
If You skipped a paragraph about edging up and turning in the phone on your sons line instead of yours for whatever reason, then it all makes sense. Ask for a printed return label, send in. If a store took the edge-up turn in, then your account would have been charged a non-return fee since there is no link in the systems between self serve and in store. But in that case, then it seems you got mad for no reason at all and no blame with your carrier... Which would make no sense to blab on the internet about.
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First, When I used my son's upgrade back in March of 2014 his phone SHOULD NOT have been put on Edge. It was a subsidized phone that was eligible for upgrade. I used his upgrade to get my M8 as he was happy with the M7. So he would not be eligible for an upgarde until 3/2016 BUT it said he was on Edge. After I used his upgrade, I went on Edge but that had nothing to do with his plan. I should have returned the M8 when I preordered the M9 but they did not send me a return shipping label. I was told to go into ANY Verizon corporate store and they would take it. I drove ~15 miles one way for no reason as the store said they could not take the phone back after being told that was the ONLY way to get the phone back.
Then I spent hours on the phone trying to send my M8 back BEFORE I got charged for it. The reason I never got a return label was they didn't want the M8 back. Even though on Edge. No idea why. I finally got a shipping label and retrned the M8 but was then told by Executive Customer Support there was no need to retrun it. They also said the original store made a mitake and while my son's phone had a new upgrade date of 3/2016, It should never have been out on Edge.
My beef was that I could not get a stratight answer from the CSR's at VZW. It was then that I sent an email to the regional preseident that covers my state. Why I got to upgrade my son's phone early was that they knew I had been told that I could upgrade that. They had the converstaions between me and the CSR's. While technically not eligible for an upgrade, they took the M7 back and let him go on Edge and returned my M8 and gave me a 199 bill credit for getting it wrong in the first place.
Yes, Edge is great for people like me who change phones every year but there was no Edge when we purchased the M7's and I had 5 in my family. No one likes to upgrade except me so I used to take all their upgrades as I'm the one who pays the bill but now Edge makes that a moot point.
When I went on the VZW web site it clearly stated that BOTH my son's line and mine WERE ON Edge even though I was not paying anything for the M7.
OK, so you have a beef with your closest Verizon store reps, and basically traded almost all your HTC One phones in and moved to Samsungs. (You have no M9 to speak of...) Why is this in the HTC One M9 Forum Section?
WorldOfJohnboy said:
OK, so you have a beef with your closest Verizon store reps, and basically traded almost all your HTC One phones in and moved to Samsungs. (You have no M9 to speak of...) Why is this in the HTC One M9 Forum Section?
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because he is trying to encourage us to switch our m9s for samsungs
Well here it goes, I was lucky enough not to pre order this device and was able to walk into Bestbuy and purchase one. Of course the night that I got my phone or night after with my luck I was getting out of my truck and totally forgot the phone was on my lap and jumped out, it hit my step on my truck and then landed on the gravel. Ended up cracking of course I posted about it when it happened so I jumped through hoops and called Asurion and filed a claim. They sent me a brand new device which is awesome so I sent the other phone back and was fine, well literally a day or so after the recall was announced. Being that it was fresh no one really knew what was going on so I let it be. I have requested my money back from Asurion since technically I paid for a claim that was never needed since they would have swapped the phone anyway which didn't fly because they said they couldn't get my original device back to me, Bestbuy said I can't do anything even though the phones brand new because the IMEI numbers don't match and Verizon is pointing at Bestbuy and Samsung. Asurion has told me that I can't do anything besides wait until they get devices to ship me out another one. It's been over twenty days and they claim it is still on backorder which I don't understand because all carriers have gotten devices to swap everyone out with. At this point I have no idea what to do, I like the device and I just want my replacement but at the same time I think it's taking them a little too long. Just looking for any suggestions ( besides wait ) lol. While I don't think my device has any battery issues and is okay I still don't feel comfortable when I go to charge it every night.
Did you check the IMEI on Samsung's recall website? Or tried the Samsung + app which will tell you if it needs to be recalled? Not every device was affected.
raduque said:
Did you check the IMEI on Samsung's recall website? Or tried the Samsung + app which will tell you if it needs to be recalled? Not every device was affected.
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Yeah mine falls under it and I got the beautiful notification that reminds me everytime I charge it too. Just been a nightmare lol
do you live near an official Samsung store? sounds like you have two options... deal with asurion or Samsung directly
Samsung has really been no help telling me to go to my carrier which tells me to go to asurion. They told me today they have no clue when they will have a device for me. They did offer a full refund but of course I have to jump through hoops. I have to pay the phone off in full with Verizon and send my receipt along with the phone back to asurion and I will get my money back in seven to ten days.
Talk to Verizon online and tell them to annotate your account for a swap. Walk into the store and explain them that what the online folks told you and say that your account has been annotated for a swap.
I did similar for mine as my replacement was having issues and Bestbuy would not take it back as they had none to give out. Initially I went between Samsung, Verizon and Bestbuy. Last resort, I called my credit card to help me out and they suggested to talk to the company to which the payments are being made. So I finally called verizon and walked them through the process (that Discover guys had explained me) and they then annotated my account.
My replacement was heating up and had terrible battery life.. Like 3 to 4 hours.. Charged it like 4-5 time.. Resetted it like 10 times.. Even filed a case with Samsung.. they wanted to send me the device for repair at my expense..
I can feel your pain Man.. dealing with all these nonsense. Just be persistant and things will fall in place..
Well surprisingly after yesterday's call to Asurion it must have either lit a fire under someone or it just happened that they received stock of them at 3am. I got a email saying they finally had some and to call, called this morning and it will be here sometime tomorrow. Scary part is I hope it's not a refurbished unit which I highly highly doubt but anything is possible. I was honestly getting impatient but at the same time, it was just frustrating not being able to get my replacement when it was available to everyone else. Like I said nothing is wrong with my device or i should say at least I don't think but there is always that what if factor and I don't like that. Especially now with there washer machines apparently catching fire too....
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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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.