Finished the review and have to give them a 10/10 for speed and service. Read full review as your experience may vary.
Some background information first. The power button on the phone stopped functioning properly. It wouldn't recognise a long click all the time (would either detect it as two short clicks) as you can imagine it is pretty annoying and for the price I paid (£530 when it came out). This happened when I was AOKP so I thought I some how potched the flash. Went back to full stock 4.0.4 yakju images off Google's webpage and still same problem, it was at this point I knew it must be a hardware problem.
[Sun. 15/04/12 ~ 20:00] - Went on my Samsung account on-line (pre-setup) and asked for a service request. Done all the troubleshooting and asked for it to be repaired, they send me out a letter in which to send the phone (other option is I would pay).
[Mon. 16/04/12 ~ 09:30] - Got a text off Samsung in which it said my service request had been accepted.
[Tue. 17/04/12 ~ 13:00] - Post came and there was my letter inside was a pre-paid special delivery (insured for £500) Royal mail bag, my customer service request form, another form for the company it is going to (get to that in a moment), a list of stuff I had to do such as record tracking numbers and getting a receipt off the post office etc. And finally a bubble wrap envelope to put the phone in. It turns out that samsung doesn't actually fixes there items themselves (atleast in my case) but employees a company called Intercity Mobile Communications to fix it. This company also fixes other devices such as the Nokia Lumia 800.
[Wed. 18/04/12 ~ 11:30] - Sent off the package and got my receipt now its a waiting game.
[Wed. 18/04/12 ~ 20:00] - Tracked the package and it is now awaiting to get sent to IMC.
[Thu. 19/04/12 ~ 14:30] - Package has been delivered to IMC. Now it's a waiting game.
[Thu. 19/04/12 ~ 15:55] - Got a Text from Samsung confirming my phone had arrived and was now being repaired, wow... at this rate its actually possible I could get it back tomorrow (I have high hopes).
[Thu. 19/04/12 ~ 18:00] - Checked My Samsung and its status is Engineer Assigned, so I guess that it won't be here by tomorrow or the end of this week tbh.
[Fri. 20/04/12 ~ 17:30] - Checked My Samsung again and it had been assigned to an Engineer again (?) and now its status is Pending, its the end of the week don't think ill hear much from the over the weekend.
[Mon. 23/04/12 ~ 17:30] - After about three Engineer Assigned on this one day, It say's repair completed twice (woo) nothing yet about it being sent back out.
[Tue. 24/04/12 ~ 11:15] - Got a text from Samsung stating that my phone has been repaired and will be shipping out to me within the next 48 hours.
[Wed. 25/04/12 ~ 20:30] - Checked My Samsung and my phone has been "Delivery in Progress" since yesterday, must have been late because I checked it last at 10pm. So its fixed just waiting for a delivery now.
[Thu. 26/04/12 ~ 18:35] - Checked my mail and no delivery yet status is the same on My Samsung, am going to call the up see what happens.
[Fri. 27/04/12 ~ 09:45] - Got a call back from ICM according to them the package was delivered Wednesday and they had the tracking number to prove it. Went my reception (I live in halls atm). And they put it in someone else's pigeon hole. This is the second time they have mixed my mail up, which shows there incompetence. But yes package was delivered here on the 25th so it was a week from when I sent it off. Very fast so I would say great company 9/10.
ADD ON... Would also like to note that the firmware the phone came back in is the same as I sent it out so they did not simply reflash it as other companies have done. A note was included with a diagram of what they done. Simply says replaced power button. All is well
Click to expand...
Click to collapse
I had to send my phone back to Negri Electronics to be repaired. The received the phone on the 7th of March. As of yesterday they said it could still be another week before I get my phone back. The issue with mine was the wifi stopped working. I'm guesing they had to replace the entire main board. Might as well of given me a new phone if that was the case. I think mine had to be sent to Samsung UK for repair from Negri though. Really missing my Nexus been over a month without it now.
Sounds like a smooth process...
However, does anyone have experience with Samsung's service process if one had to pay out of pocket for repairs (due to a lack of warranty)?
I got an update from Negri Electronics this morning letting me know that my Nexus has been repaired and is on its way back to them now. Cant wait to have my phone back finally!
justanothernoob said:
I got an update from Negri Electronics this morning letting me know that my Nexus has been repaired and is on its way back to them now. Cant wait to have my phone back finally!
Click to expand...
Click to collapse
Sweet, to bad samsung USA don't just fix it you would have it by now
Sent from my Samsung Galaxy Tab 8.9 using Tapatalk
Sam's Samsung Warranty Repair Experience - GN Screen Issue
I purchased a Galaxy Nexus from Handtec back in November last year. I am very happy with the device as it has surpassed all my expectations but I have come across a screen issue since 12 April 2012.
The screen (while changing brightness settings, and whilst I am on higher brightness setting) flickers uncontrollably during simple phone usage. i.e. the brightness goes haywire and changes very rapidly on its own accord. The phone functions are unaffected and the apps/software do not seem to have a hand in this because this problem is completely random and does not happen consistently with one particular app. Also, I have the Auto Brightness feature disabled and the flicker I come across is psychedelic, and does not seem like it is a part of some battery saving feature.
I do not have a video of the problem, as I don't know when it is likely to occur, but I found a Youtube video of another Samsung GN owner who has the same issue. My screen flicker is exactly like his. Please find the video link below:
http://www.youtube.com/watch?v=UWXMPo_xrkM
I performed the same steps as the OP for sending in my device to Samsung for a Warranty Repair.
I am in the UK and live in South London.
I requested the envelope from Samsung on this Monday (16/04) over the phone and later got a text to say my repair request has been accepted.
I received the prepaid return Royal Mail SD envelope, a letter from Samsung and some bubble packing on Tuesday (17/04) which was sent by Standard First Class Post - I know receiving it the next day is quick!
Sent the phone back to Samsung on Wednesday (18/04) along with a nice cover letter detailing the issue and best scenarios to recreate the brightness flicker. I also requested in the cover letter to not simply flash the phone with 4.0.4 and return it to me, since I have already tried that and it does not work.
Checked today, Thursday (19/04) and my package has been delivered. As per OP's experience, I haven't received any confirmation (that my repair is in progress) texts yet.
Received a Special Delivery Package from A-Novo today (24/04). Opened the package and recorded everything on video. Brightness flicker seems to have been fixed but few other issues I noticed:
1. The Volume Up/Down and Power Buttons are not aligned properly anymore. There is barely any tactile feedback from these buttons, and it feels as if they are already depressed all the time. Only the volume up button has a slight click to it, but the rest have no feel whatsoever. Not at all happy with this because now it seems my phone has been operated upon and not put back together properly.
2. The cover letter I received says: "We've also installed the latest approved software as part of our standard repair process. This should improve your phone's performance." Now guess what? I sent the phone to ANovo while I was on 'yakju' code with a stock 4.0.4 build with IMM76D. What I have received back is stock 4.0.1 ITL41D (not even F!) version of Android and the code has been changed to 'yakjuxw' - this means that my phone would no longer be updated my Google directly. I am definitely not happy with this and Samsung will hear from me tomorrow.
3. I also noticed a small scratch on the volume rocker.
I spoke to Samsung this morning (25/04). They've booked my phone again with ANOVO. The lady on the phone was apologetic and said that if a repair company fails to repair the device 3 times, then Samsung would offer a new replacement straight away. In my scenario, this is the first time I received a repaired unit, and as such I am not yet eligible for any replacements.
Received the return packaging from Samsung on Thursday (26/04) and returned the phone back on Friday (27/04). Accordingly to Royal Mail, my phone has been held for delivery on Monday (30/04).
A new development took place on Friday (27/04). I got a call back from Samsung because apparently I left a very low score on their satisfaction survey after I last spoke with them. The lady on the phone recorded the conversation and I blurted out everything that ANOVO did on their first repair job. I was told that if they bodge the second repair, my issue will be escalated to a higher department and I might be eligible for a new replacement.
ANOVO received the phone for the second time on Monday (30/04).
I called the ANOVO office on Tuesday (01/05) for an update and the lady on the phone informs me of: 1. Volume and Power buttons have been fixed; 2. Correct phone build (YAKJU) and latest Android OS (4.0.4, IMM76I) has been installed; 3. The scratch on volume buttons has not been fixed because ANOVO wants me (the customer) to prove that they caused the damage.
I did not argue with the arrogant woman on the phone and said I will take up the matter with Samsung directly.
ANOVO dispathced my phone back on Wednesday (02/05).
I received my Galaxy Nexus back from ANOVO on Thursday (03/05) and guess what?
1. Volume and Power buttons are still messed up. There is no tactile feedback and they seem to be stuck and already depressed; 2. Phone has AGAIN been re-flashed with YAKJUXW build and Android 4.0.1 ITL41D; 3. Scratch on volume button still exists. The cover letter which I received this time, is exactly the same (apart from a different engineer's name) and does not even mention the three issues for which I had sent in the phone.
This is crossing the limit. Absolutely appalling service and blatant lies by the ANOVO Repair Company. Some manager from Samsung Call center is going to get a piece of my mind tomorrow morning.
So overall, my first Samsung Repair experience has been extremely poor and my phone has been operated upon twice (sent in for repair twice) and it is still not fixed. This is all with the same repair company - ANOVO. This company (ANOVO) may have fixed the initial issue for which I sent my phone in, but they definitely (perhaps not intentionally) created more problems for me; which they are unable to fix now.
I am trying for a new replacement now since there is no way I am going to send my phone in for the THIRD time, and that too with the ANOVO Repair Company. ANOVO is unprofessional, incompetent and they clearly do not care about what the customer has written in their page long cover letter.
Last update (09/05): Finally - after waiting for nearly a month - I have won my escalation appeal with Samsung. I have now been offered a brand new replacement for the Galaxy Nexus.
It was a fair decision to say the least, after my frustrating experience with the ANOVO repair centre and numerous phone calls to Samsung. I wrote a massive 3 page complaint letter (with all details) to follow Samsung's escalation process, but the end result is worth all the effort.
Just waiting to receive the return pacakaging now so I can return my bodged up Galaxy Nexus. I anticipate the replacement to arrive by mid of next week (15~17 May).
Cheers,
SAM
sidhaarthm said:
I purchased a Galaxy Nexus from Handtec back in November last year. I am very happy with the device as it has surpassed all my expectations but I have come across a screen issue since 12 April 2012.
The screen (while changing brightness settings, and whilst I am on higher brightness setting) flickers uncontrollably during simple phone usage. i.e. the brightness goes haywire and changes very rapidly on its own accord. The phone functions are unaffected and the apps/software do not seem to have a hand in this because this problem is completely random and does not happen consistently with one particular app. Also, I have the Auto Brightness feature disabled and the flicker I come across is psychedelic, and does not seem like it is a part of some battery saving feature.
I do not have a video of the problem, as I don't know when it is likely to occur, but I found a Youtube video of another Samsung GN owner who has the same issue. My screen flicker is exactly like his. Please find the video link below:
http://www.youtube.com/watch?v=UWXMPo_xrkM
I performed the same steps as the OP for sending in my device to Samsung for a Warranty Repair.
I am in the UK and live in South London.
I requested the envelope from Samsung on this Monday (16/04) over the phone and later got a text to say my repair request has been accepted.
I received the prepaid return Royal Mail SD envelope, a letter from Samsung and some bubble packing on Tuesday (17/04) which was sent by Standard First Class Post - I know receiving it the next day is quick!
Sent the phone back to Samsung on Wednesday (18/04) along with a nice cover letter detailing the issue and best scenarios to recreate the brightness flicker. I also requested in the cover letter to not simply flash the phone with 4.0.4 and return it to me, since I have already tried that and it does not work.
Checked today, Thursday (19/04) and my package has been delivered. As per OP's experience, I haven't received any confirmation (that my repair is in progress) texts yet.
I will provide an update next week about the rest of my experience - whether Sammy repair my current GN or provide a new replacement.
Cheers,
SAM
Click to expand...
Click to collapse
Oooo in hindsight shouldn't have told them you flashed 4.0.4 as they could try the warranty void trick, and just think if our phones arrived today the is a high probability they are in the same room right now :-D
Sent from my Samsung Galaxy Tab 8.9 using Tapatalk
Jameslepable said:
Oooo in hindsight shouldn't have told them you flashed 4.0.4 as they could try the warranty void trick, and just think if our phones arrived today the is a high probability they are in the same room right now :-D
Sent from my Samsung Galaxy Tab 8.9 using Tapatalk
Click to expand...
Click to collapse
Well, I never said that I flashed anything myself. In fact, I stated clearly that I received the 4.0.4 OTA from Goolge (in reality the OTA file was the only thing I flashed on my Stock, but Rooted and Unlocked BL GN). But before sending the device back, I relocked the BL, flashed the stock recovery and the 4.0.4 ROM, thus removing the Root in the process. The brightness flicker persisted despite all the aforementioned steps. So in a way, I'm correct in saying that a clean ROM flash doesn't help, but Sammy techs don't need to know my dirty troubleshooting efforts
In my Cover Letter, I requested the techies not to just flash the ROM again since I have established (with a clean wipe/reset) that the issue is most probably not software associated.
Come to think of it, our phones might indeed be in the same Operating Room!
PS* I bought my GN for £518 in the second week of November 2011. I checked the price today at it is down to £371.99 (VAT included!). That really hurt
Hi,
have you had any updates from samsung?
I'm in a service request conversation with them at the moment, because my phone randomly reboots itself and gets stupendously hot whilst charging...
going to flash back to stock today and see if that helps. what are the chances they'll outright replace the handset?
thanks
if it goes to A-Novo
their "fix" for me was to just flash the phone, and they also flashed the wrong version
http://forum.xda-developers.com/showthread.php?t=1465601
A-Novo 1 out of 10
Samsung UK them selves 10 out of 10
sidhaarthm said:
PS* I bought my GN for £518 in the second week of November 2011. I checked the price today at it is down to £371.99 (VAT included!). That really hurt
Click to expand...
Click to collapse
But could you have waited 23 weeks to buy the phone at a much lower cost?
cirian75 said:
if it goes to A-Novo
their "fix" for me was to just flash the phone, and they also flashed the wrong version
http://forum.xda-developers.com/showthread.php?t=1465601
A-Novo 1 out of 10
Samsung UK them selves 10 out of 10
Click to expand...
Click to collapse
Damn. This A-Novo experience isn't that good then, is it?
I wonder how do people know where there repair phone goes? Intercity Mobile Communications, A-Novo... how can you confirm this?
Mine got sent to the Samung Repair Centre:
Samsung Communications House, Vulcan Road North, Norwich, NR6 6AQ.
Any response would be appreciated.
Cheers,
SAM
Vulcan Road North, Norwich, NR6 6AQ. is A-Novo
cirian75 said:
Vulcan Road North, Norwich, NR6 6AQ. is A-Novo
Click to expand...
Click to collapse
***K!
---------- Post added at 10:43 AM ---------- Previous post was at 10:41 AM ----------
Post for OP: Can you please confirm where did you post you phone? I'm just curious to find out if your device has also been sent to this A-Novo repair company..
See posts above for more details.
sidhaarthm said:
Damn. This A-Novo experience isn't that good then, is it?
I wonder how do people know where there repair phone goes? Intercity Mobile Communications, A-Novo... how can you confirm this?
Mine got sent to the Samung Repair Centre:
Samsung Communications House, Vulcan Road North, Norwich, NR6 6AQ.
Any response would be appreciated.
Cheers,
SAM
Click to expand...
Click to collapse
In my case the the address on the package I had to send them had the company name on, also the separate for I had to fill in had specific details for that company
sidhaarthm said:
***K!
---------- Post added at 10:43 AM ---------- Previous post was at 10:41 AM ----------
Post for OP: Can you please confirm where did you post you phone? I'm just curious to find out if your device has also been sent to this A-Novo repair company..
See posts above for more details.
Click to expand...
Click to collapse
As far as I know my phone is at a company called ICM (see op on Tuesday), it could be dependant on where about in the country you live. Although I wish they would just resend me another refurbished unit while they fix that one, sort of a rotation system.
Sent from my Samsung Galaxy Tab 8.9 using Tapatalk
@OP: Any response from ICM yet on your fix?
I haven't heard from Sammy yet on my repair status. Gosh, I've never missed anything as much as I miss my GN these days... have to live with a crappy old Nokia in the interim. Sucks. Don't even feel like texting anymore..
sidhaarthm said:
@OP: Any response from ICM yet on your fix?
I haven't heard from Sammy yet on my repair status. Gosh, I've never missed anything as much as I miss my GN these days... have to live with a crappy old Nokia in the interim. Sucks. Don't even feel like texting anymore..
Click to expand...
Click to collapse
Yea just updated the op, been in uni all day.
My OP in this forum has been updated.
In short - I have received a Special Delivery Package from A-Novo today (24/04). I am at work right now and unable to confirm whether A-Novo has done a bodge fix or if my GN has been actually fixed. Nonetheless, I am going to video record my entire unpacking as cirian75 did. Just in case Sammy decide to smartly unlock my bootloader or simply flash a new ROM which changes my product from yakju to something else.
ANOVO - What a let down..
My OP updated in this forum:
I received a Special Delivery Package from A-Novo today (24/04). Opened the package and recorded everything on video. Brightness flicker seems to have been fixed but few other issues I noticed:
1. The Volume Up/Down and Power Buttons are not aligned properly anymore. There is barely any tactile feedback from these buttons, and it feels as if they are already depressed all the time. Only the volume up button has a slight click to it, but the rest have no feel whatsoever. Not at all happy with this because now it seems my phone has been operated upon and not put back together properly.
2. The cover letter I received says: "We've also installed the latest approved software as part of our standard repair process. This should improve your phone's performance." Now guess what? I sent the phone to ANovo while I was on 'yakju' code with a stock 4.0.4 build with IMM76D. What I have received back is stock 4.0.1 ITL41D (not even F!) version of Android and the code has been changed to 'yakjuxw' - this means that my phone would no longer be updated my Google directly. I am definitely not happy with this and Samsung will hear from me tomorrow.
3. I also noticed a small scratch on the volume rocker.
So overall, my first Samsung Repair experience was very poor. The repair company fixed the problem for which I had sent the phone but created more (non minor) problems for me. I will definitely send the phone back and demand a proper fix or a replacement.
---------- Post added at 08:12 PM ---------- Previous post was at 08:10 PM ----------
cirian75 said:
if it goes to A-Novo
their "fix" for me was to just flash the phone, and they also flashed the wrong version
http://forum.xda-developers.com/showthread.php?t=1465601
A-Novo 1 out of 10
Samsung UK them selves 10 out of 10
Click to expand...
Click to collapse
Hi mate, please read my latest post in this thread. I've been let down big time by my first Samsung Warranty Repair (ANOVO).
Can you advice what you did after Anovo bodged your device and sent it back? Did you contact Samsung directly over phone, or did you call the Anovo guys?
Cheers,
SAM
My OP updated in this thread.
I spoke to Samsung this morning (25/04). They've booked my phone again with ANOVO. The lady on the phone was apologetic and said that if a repair company fails to repair the device 3 times, then Samsung would offer a new replacement straight away. In my scenario, this is the first time I received a repaired unit, and as such I am not yet eligible for any replacements.
So I now await the Special Delivery pacakge to send my phone off to ANOVO.
Related
Hello community!
Today I would like to post a review of a great service I used: GS3 JTAG Brick Repair. As many members here, I consider myself an advanced user. I want more than what the stock phone offers and our amazing devs satisfy that urge. I've had no issues rooting my G2X in the past and did it for several friends who had the same phone. The GS3 was a different kind of beast for me. I felt confident when I was about to flash; I thought I did my homework... But then I made a BRICK. WTF?!? My heart dropped... I haven't even had this phone for a month!!! I voided my warranty and now this?!? FML....
What to do? Where to go for help? Buy another $600 phone?
After I wiped the snot and tears, I turned to Google. This is how I found MobileTechVideos. The service that I was in need of was the "Samsung Galaxy S III JTAG Brick Repair." But I was impressed to find out that MTV also provided " ROM / Root Upgrade Service:" Not only would MTV turn my brick back into a GS3 but they would complete what I had intended to accomplish in the first place! My complete order looked like this:
* JTAG Brick Repair
* ROM / Root Upgrade Service:
* Rush Processing
* USA Express Return Shipping
* I asked for ClockWorkMod and CM9 loaded
The total for my service came out to $105.00
I shipped my phone USPS priority with $700 insurance. Total: $15.35
I shipped on Aug 24th at 4:35 from Los Angeles. The phone arrived at JTAG Aug 26th. I received the phone at 10:30am on Aug 30th. Now that, my friends, is service. Yes, I know I paid for it but it went exactly as described on paper. I excitedly ripped open the package, popped in the battery and tried to start my phone... And tried again..... And again. I almost crapped myself.. WTF is going on?!?!? Ooooooooh... It helps to charge the battery... So 20min later, I powered my phone. Thank you JTAG! I was overjoyed to see my phone power up with CM9! All the crappy/expensive backup plans fled my mind. No more insurance claim.. No more buying another phone... No more adding another line, getting a GS3 for $150, transferring the number, suspending the new account and paying an additional $10/month for 2 years.
JTAG FIXED MY BRICK
I would HIGHLY recommend the services of MobileTechVideos to anyone who is suffering from a hard bricked GS3 or just want a PRO to do the ROM / Root Upgrade Service. With an advertised price of $30 for the ROM / Root Upgrade Service, I will send all future phones to MobileTechVideos and save all headaches and give myself peace of mind that the phone WILL be rooted correctly the first time.
*****Now, for my ONLY gripe: return packaging. I would have liked to see my phone in more than just a padded envelope. I just picture the USPS workers playing "silent speed ball" with everything... If the phone was bubble wrapped and placed in a flat rated box, I would have felt better. The phone arrived without incident but this was the only aspect I have criticism for.
/*****
Thank you, JTAG, for an amazing service that saved my butt. I speak highly of your company to my friends and will recommend your services to anyone who is curious or needs your expertise.
-Adam
did you use a usb jib to get into dl mode or anything?
Thanks for the review Alex. Expertzero, a JIG was no match for his situation as he had extensive bootloader damage...
Great experience with MobileTechVideos brick restore
Same story from me -- bricked my Verizon Samsung Galaxy S3. Dead, lifeless, very sad. Sent it in to Mobiletech with the request to simply restore the thing. Mailed it overnight on a Monday - it was back in my hands the very next THURSDAY, totally fixed. Price only $60, plus the $24 to mail overnight. (In addition, I requested the upgraded express fast service, and they didn't charge me for it.)
They do what they promise, and do it efficiently.
I used mobiletech videos the other day for my d2att.
There was no option for using next-day service during checkout. I imagine the owner probably would have allowed this after emailing him, but I didn't try.
I sent it in by USPS priority on Saturday evening.
Got it back by USPS 1st class on Wednesday.
Keep in mind I live two hours from these guys. So USPS didn't have far to go.
For the life of me, I couldn't get my computer to see the phone with Odin afterwards.
I had to do a LOT of work on my computer to get Odin working with the phone, which was weird because I never had a problem before.
But who knows what that was all about.
Anyways, phone is doing great and I'm happy I only had to go five days without it (including weekend).
CZ Eddie said:
I used mobiletech videos the other day for my d2att.
There was no option for using next-day service during checkout. I imagine the owner probably would have allowed this after emailing him, but I didn't try.
Well, I was confused about the next-day (express) service. The place to request next day service is in the main order screen, where you check off all the services you require (root restore, brick repair, JAG order). One of the options in that long list of services is "rush service." It's different from most order forms, which place shipping options at the end of the order. That's why I missed it - but I just e-mailed the company and asked to be upgraded. And they upgraded me for no charge.
I really like this company.
Click to expand...
Click to collapse
Agreed!
I had my Samsung Galaxy Note II repaired and unlocked. I'm in Canada and I was very impressed with how quickly they had me back up and running. My phone was double packed in padded envelopes on the way back to me too. Communication throughout the process was outstanding, even before I forked over any money. I definitely recommend MobileTechVideos to anyone in need of help.
Sidenote: I was able to root my phone successfully on my own a few weeks later, I was too stubborn to have them do it because I wanted to prove to myself I could handle it. It wasn't the easiest thing in the world, I am a novice when it comes to this stuff so my advice to anyone out there at my level of expertise is to let them do it and save yourself the headache and mini heart attacks as you pray you didn't screw up and brick your phone.
Great service all around. Can't thank you enough MTV.
Great experience as well!!
While I didn't brick my phone like most everyone else where in the thread so far, I had trashed the IMEI somehow on my Cappy somewhere along the line of ROM flashes I did. I sent it in to MTV to have that fixed and also had them load the latest AoCP ROM onto the phone.
Long story short .... phone came back in perfect working order and I've flashed a later version of that same ROM on the phone myself (fixed a low memory issue that I noticed). It runs perfectly now and while not a daily driver, will prove to be a reliable backup!!
Thanks MTV!
I didn't have as good an experience...
Had a Galaxy Tab what wouldn't boot, contacted them and decided its needed to have a boot from SD card option.. sent it in and they sent it back and everything worked ok,
Then I upgraded and decided to give my tab to my Mom, contacted them again to see if it was safe to factory reset due to the boot from SD thing, was told that it wasn't any problem, and I could do a factory reset..
I did one and it just sits at the logo and won't boot passed it, like it did before I sent it in the first time, contacted them again, they asked me how I did the reset, I replied,...
THEN the problem.... NO REPLY after that... That was months ago, I'm going to try again..
I don't want to have to pay AGAIN for it seeing as I asked if it was ok to do it before I tried it and they said it was good to go..
mobile tech videos
Just wanted to post real quick for mobile tech videos.
If you ever have a phone that you think is un fixable give these guys a chance first !!!!! They are awsome ! I was putting custom roms on my htc one and soft bricked it and could not fix it to save my life ! They fixed it and runs like there was never ever a issue
so if you ever have a phone issue go to mobiletechvideos
you will not be disapointed.
refueler said:
Just wanted to post real quick for mobile tech videos.
If you ever have a phone that you think is un fixable give these guys a chance first !!!!! They are awsome ! I was putting custom roms on my htc one and soft bricked it and could not fix it to save my life ! They fixed it and runs like there was never ever a issue
so if you ever have a phone issue go to mobiletechvideos
you will not be disapointed.
Click to expand...
Click to collapse
I have sent three phones to Josh at Mobile tech video and each experience was pleasant. (Well after I got over shock of bricking a phone).They are quick and they fix bricked phones. For those who love flashing roms and playing with updates -- they are great safety net.
damage?
refueler said:
Just wanted to post real quick for mobile tech videos.
If you ever have a phone that you think is un fixable give these guys a chance first !!!!! They are awsome ! I was putting custom roms on my htc one and soft bricked it and could not fix it to save my life ! They fixed it and runs like there was never ever a issue
so if you ever have a phone issue go to mobiletechvideos
you will not be disapointed.
Click to expand...
Click to collapse
Im considering this, did they damage the casing of the phone to get at the circuit board? That's my hesitiation. The way I understand it, Jtag uses a direct connection tot he motherboard to rewrite the storage. thanks for the feedback!
If they did they are in the wrong line of work! Getting it open is extremely easy to do.
DocHoliday77 said:
If they did they are in the wrong line of work! Getting it open is extremely easy to do.
Click to expand...
Click to collapse
I also recommend them. They saved me from brick dom a couple of times. Fast service, feiendly, good communication.
I sent my Verizon Sch-i535 S3 in for J TAG repair after PayPal Payment.
I sent as required by USPS, Insured.
Tracking shows they received the S3 on Aug 20, 2014.
Code:
[B]Order #24368
Shipment Activity Location Date & Time
[B]Delivered BRYAN, TX 77807 August 20, 2014 10:38 am [/B]
Out for Delivery BRYAN, TX 77801 August 20, 2014 9:10 am
Sorting Complete BRYAN, TX 77801 August 20, 2014 9:00 am
Arrived at Unit BRYAN, TX 77801 August 20, 2014 8:41 am
Departed USPS Facility ROCHESTER, NY 14606 August 19, 2014 6:09 am
Arrived at USPS Facility ROCHESTER, NY 14606 August 19, 2014 12:58 am
Code:
EDIT:Aug 27, 2014
Today I got this email:
An order you recently placed on our website has had its status changed.
[B]The status of order #24368 is now Awaiting Fulfillment[/B]
Shipment Tracking Numbers / Links
No tracking numbers are assigned to your order yet.
Click here to view the status of your order
http://mobiletechvideos.mybigcommerce.com/
Code:
EDIT:Sept 8, 2014
Today I got this email:
[B]Order Status Change[/B]
Hi Bob
An order you recently placed on our website has had its status changed.
[B]The status of order #24368 is now Completed[/B]
Shipment Tracking Numbers / Links
No tracking numbers are assigned to your order yet.
Code:
EDIT:Sept 9, 2014
Today I got this email:
[B]Order Status Changed[/B]
Hi Bob
An order you recently placed on our website has had its status changed.
[B]The status of order #24368 is now Shipped[/B]
Shipment Tracking Numbers / Links
(USPS Priority Mail 1-3 Business Days)
Map their address
I tried to map their address but couldn't find it.
mobiletechvideos
10124 COUNTY ROAD 244 CALDWELL TX 77836-2396
Also don't understand the double Website name
mobiletechvideos.mybigcommerce.com
Could be a residential, county area. Google doesn't map low population areas as thoroughly as higher ones as i understand it.
But if you have some issue trusting them, find another. There are tons out there, but none that i am aware of that are as highly spoken of in these forums.
Check ebay. Some are offering the service as low as $25 now.
Sent from my SAMSUNG-SGH-I747 using Tapatalk
No luck dealing with MobileTechVideos....
I sent my bricked Galaxy S3 to MobileTechVideos over three weeks ago and haven't heard anything from them since (except that they got it). I've sent two emails and left one phone message (they rarely answer) over the last couple of weeks just asking for a status update, but have been totally ignored. Maybe they're just super-busy, or maybe I just got ripped off for $65 and my phone. I even paid extra for "expedited processing."
Will update if/when I ever get a working phone. (Or if I don't....)
Be aware
People be aware. I believe mobile tech videos has gone south overnight. My experiences has been pretty much the same as previous posters. My first clue is when I contacted the company to have my phone fixed Josh was really a tentative... after they got my money and my phone that's the last i heard from them for about 2 months. Finally I sent them an email asking for my phone back and allowed them to keep my 50 bucks. They did mail it back to me packaged very poorly.. surprised it didn't break the screen. Better off taking phone to a local shop.
connexion2005 said:
Thanks for the review Alex. Expertzero, a JIG was no match for his situation as he had extensive bootloader damage...
Click to expand...
Click to collapse
Do you have an email please?
Are you still doing phones?
Thanks
Just wanted to get other people's experience with HTC Repair. I just sent my One in to get the bottom microphone fixed. Do they have a fast turnaround and how do they ship it back? I am suffering from serious withdrawal as I've been without my phone for nearly a week now. I chose to send the phone via USPS Priority 2-day Mail and it took two days longer to get there than it should. LOL - I sent something else to TX via first class and it got there faster. Thank you USPS
Fix the bottom microphone? I didn't know there was more than one microphone.
jpradley said:
Fix the bottom microphone? I didn't know there was more than one microphone.
Click to expand...
Click to collapse
Two mics - one little hole at the bottom near the charging port. The second mic is on the back in the upper band. I believe the 2nd mic is used during speaker mode and also to assist with noise cancellation.
jpradley said:
Fix the bottom microphone? I didn't know there was more than one microphone.
Click to expand...
Click to collapse
Two mics - one little hole at the bottom near the charging port. The second mic is on the back in the upper band. I believe the 2nd mic is used during speaker mode and also to assist with noise cancellation.
HTC Repair rocks. They fixed the phone within 24 hrs and it's on its way back already. Now I just hope that UPS does a lot better shipping it back to me compared to USPS getting it to them.
Just got an E-mail from UPS:
Scheduled Delivery: 01-May-2014
Now I'm doing my best Veruca Salt "I Want It Now"
Great job HTC Repair.
I loved HTC repair. They were great and fast when I needed my speakers fixed.
dagrx8 said:
Just got an E-mail from UPS:
Scheduled Delivery: 01-May-2014
Now I'm doing my best Veruca Salt "I Want It Now"
Great job HTC Repair.
Click to expand...
Click to collapse
Excellent - this is good news. HTC Repair just set up an RMA for my One yesterday to fix my purple camera. Were you rooted with s-off and a custom ROM when you sent it back, or were you at stock?
I returned the phone back to stock, locked, and S-On to ensure it wouldn't impact my warranty claim. I was rooted and S-Off with a custom ROM for all of 3-4 weeks at most before the mic broke. Prior to that I was stock for about 5 months.
dagrx8 said:
I returned the phone back to stock, locked, and S-On to ensure it wouldn't impact my warranty claim. I was rooted and S-Off with a custom ROM for all of 3-4 weeks at most before the mic broke. Prior to that I was stock for about 5 months.
Click to expand...
Click to collapse
Very good; thanks! I'm in the process of flashing it back to stock and locking the bootloader now. I like your thought of being better safe than sorry.
Got my phone back. Works great. For reference, the didn't factory reset the phone. It still shows the last reset as the one that I did prior to sending it to them. HTC Repair did a magnificent job. I did have issues with Verizon. I switched to an old dumb phone while I waited for the phone to get repaired. Apparently they deactivated my sim and I had to go to a store and they put a new sim in the phone. Waste of a good hour of my day
Be careful with your warranty status
I just got an email from HTC asking for $200 to repair my camera hardware because it was out of warranty. I would never have flashed it back to stock and paid to ship it to them had I known I would be on the hook for what amounts to a cosmetic repair. I'm pushing back to see what I can get, but consider this a heads-up to anyone wanting to send their device to HTC for repair. Check the warranty status with them first, because they said nothing about it to me when they set up the RMA.
NicholasFarseer said:
I just got an email from HTC asking for $200 to repair my camera hardware because it was out of warranty. I would never have flashed it back to stock and paid to ship it to them had I known I would be on the hook for what amounts to a cosmetic repair. I'm pushing back to see what I can get, but consider this a heads-up to anyone wanting to send their device to HTC for repair. Check the warranty status with them first, because they said nothing about it to me when they set up the RMA.
Click to expand...
Click to collapse
Every M7VZW should still be in warranty since it hasn't even been a year since the Verizon release.
GrayTheWolf said:
Every M7VZW should still be in warranty since it hasn't even been a year since the Verizon release.
Click to expand...
Click to collapse
That's a good point. They must have some other reason that they're calling it out of warranty. I'll let you know what I hear back.
So I got on the phone with an HTC repair rep, and he was super helpful. He looked into my RMA and said that the repair tech found an "Unauthorized Operating System" installed, and that is why it was out of warranty. He asked if I was aware of this. I simply said that it was a Verizon phone and that I flashed it back to factory defaults before sending it in, so it should have the Verizon OS installed.
He checked back with the repair tech and they decided that the initial observation was made in error, and they removed the repair fee. It is now at the "In repair" status, and I am a happy man.
GG HTC - I'm glad that they were reasonable with me.
NicholasFarseer said:
So I got on the phone with an HTC repair rep, and he was super helpful. He looked into my RMA and said that the repair tech found an "Unauthorized Operating System" installed, and that is why it was out of warranty. He asked if I was aware of this. I simply said that it was a Verizon phone and that I flashed it back to factory defaults before sending it in, so it should have the Verizon OS installed.
He checked back with the repair tech and they decided that the initial observation was made in error, and they removed the repair fee. It is now at the "In repair" status, and I am a happy man.
GG HTC - I'm glad that they were reasonable with me.
Click to expand...
Click to collapse
In the future, don't tell them you "flashed it back to factory defaults". As far as they should know, you never left stock or know how to even unlock your bootloader.
GrayTheWolf said:
In the future, don't tell them you "flashed it back to factory defaults". As far as they should know, you never left stock or know how to even unlock your bootloader.
Click to expand...
Click to collapse
Good point, and good advice. Thanks!
terrible experience with HTC Repair
I mailed my HTC One on 5/02 via priority Mail, USPS showed early morning delivery May 5th.
They acknowledged getting it 24 hours later asking for $200. I paid it immediately with credit card.
3 days of nothing, then yesterday, they sent a tracking number for shipping the 8th with delivery
today the 9th. All excited to get it today after no phone for 8 days.
Then this morning, another shipping notice and different tracking # for delivery the 14th!!!.
Calling HTC is useless; they don't know what is going on at all and don't know how to find out.
This has been a f--k HTC experience.
They're lame, late, and uninformed.
I am SO OVER HTC.
michaelbsheldon said:
I mailed my HTC One on 5/02 via priority Mail, USPS showed early morning delivery May 5th.
They acknowledged getting it 24 hours later asking for $200. I paid it immediately with credit card.
3 days of nothing, then yesterday, they sent a tracking number for shipping the 8th with delivery
today the 9th. All excited to get it today after no phone for 8 days.
Then this morning, another shipping notice and different tracking # for delivery the 14th!!!.
Calling HTC is useless; they don't know what is going on at all and don't know how to find out.
This has been a f--k HTC experience.
They're lame, late, and uninformed.
I am SO OVER HTC.
Click to expand...
Click to collapse
Woah there. Generally I don't trust USPS because they suck so bad, so this might not be HTC's fault. But any large corporation has some degree of miscommunication.
The majority of feedback on HTC repair is positive, so I wouldn't worry too much.
USPS got it there in 3 days just as planned.
Problem is HTC.
HTC issues 2 different UPS(brown) shipping docs to me in 2 days after
repairs complete. That's the problem.... Second shipping info is for 5 days later than the first one.
Nobody knows how or why
Hi everyone. Posting here to share my experience attempting to get a warranty replacement 10. Want to know if anyone is also having an issue.
At the beginning of july, i noticed that a 1cm horizontal strip across the top portion of my screen (where the volume rocker is) stopped working. I downloaded a digitizer test app to verify. Did an RUU to make sure it wasnt software related. It wasn't. So i reached out to HTC to start the rma process. I was told at the time that that there werent any replacement phones and had to wait 1-2 weeks. I then waited 2 weeks and called back. What pushed me over the edge was this past monday, i received a marketing email from HTC advertising discounted sale prices on the HTC 10. At this point, i had been waiting for 24 days to hear something from HTC about my RMA. The fact that they'd sell me a phone but had no replacements for me put me over the edge. Since that day I've called them every day to see whats happening. Each call i make results in my being passed between three tiers of service reps. None of which tell me any info that has anything to do with the replacment of my device. I am repeatedly promised tracking info and or calls back from representatives from their RMA team. I haven't received any response.
Any advice out there? Similar experience?
Thanks for listening to me vent...
Sent from my MSM8996 for arm64 using XDA-Developers Legacy app
It took nearly two months to have a new (refurb) device back in my hands. My screen randomly died on my device and it took me 3 hours to even set up a ticket with HTC's abysmal "chat support" on their website. I was not satisfied with their support at all. I submitted a ticket on May 7th and didn't receive my new device till early July. Have you filed and received a ticket number? Try HTC Repair Tracking. Your ticket number/serial number should all be listed in your email if you filed. They are always going to try to repair your device and ship it back over sending you a new one. In fact, I'm fairly certain that the device I received is a refurbished device. My GPS doesn't lock ever (tried factory reset, GPS lock fix app, etc) and nothing worked and I noticed the power button is pushed in and mushy. Hey but at least the screen is operational, right?!
Just this morning I decided I'm going to unlock the bootloader and reflash the radio to try to get the GPS to work. I noticed this device came S-OFF directly from HTC's repair center. Great quality assurance. /s Definitely not going to file another RMA just to wait 2 more months.
All I can say is get a loaner phone if you can while you wait for your phone to be fixed, because it'll take months to get something back.
bacon612 said:
Hi everyone. Posting here to share my experience attempting to get a warranty replacement 10. Want to know if anyone is also having an issue.
At the beginning of july, i noticed that a 1cm horizontal strip across the top portion of my screen (where the volume rocker is) stopped working. I downloaded a digitizer test app to verify. Did an RUU to make sure it wasnt software related. It wasn't. So i reached out to HTC to start the rma process. I was told at the time that that there werent any replacement phones and had to wait 1-2 weeks. I then waited 2 weeks and called back. What pushed me over the edge was this past monday, i received a marketing email from HTC advertising discounted sale prices on the HTC 10. At this point, i had been waiting for 24 days to hear something from HTC about my RMA. The fact that they'd sell me a phone but had no replacements for me put me over the edge. Since that day I've called them every day to see whats happening. Each call i make results in my being passed between three tiers of service reps. None of which tell me any info that has anything to do with the replacment of my device. I am repeatedly promised tracking info and or calls back from representatives from their RMA team. I haven't received any response.
Any advice out there? Similar experience?
Thanks for listening to me vent...
Click to expand...
Click to collapse
Not sure why they won't just try to replace the screen instead of trying to "find" you a replacement device. I don't have much advice to give though unfortunately.
Greckia, that free s-off is a blessing though. It would cost you 25$ otherwise since you're trying to flash radios.
Man...whats happening with this company? This is my fifth consecutive HTC phone over the course of 7 years. Really havent had an issue. I cant believe the experience that im having qith this replacement. Thanks for the replies, guys. Makes me feel a little better that im not the only one. Ill update this thread with the outcome.
Sent from my MSM8996 for arm64 using Tapatalk
My experience is 100% oposite. I had a strange issue with my battery. Since there's no officiall HTC service in my country, I sent my phone to service center that's certified from HTC. First time they replaced the motherboard. Took a week to receive the phone, worked fine for 2 weeks, same issue accured. Took it back to service again, they replaced the battery. I got my phone back in 3 days. I contacted HTC Croatia in the mean time, they said that they are in contact with service center, and if my issue persists I should go to service and simply give them my ID, and I will get a replacement phone. After a week my issue came back. I contacted HTC again, they told me to go to service center and pick up my replacement phone. I asked if I could get a Carbon grey model (mine was Glacier silver because that was the only option at the time). Two days later, a message from HTC Croatia - go, and pick up your BRAND NEW Carbon grey HTC 10 at the service center.
So, it's really about your local HTC center
bacon612 said:
Hi everyone. Posting here to share my experience attempting to get a warranty replacement 10. Want to know if anyone is also having an issue.
At the beginning of july, i noticed that a 1cm horizontal strip across the top portion of my screen (where the volume rocker is) stopped working. I downloaded a digitizer test app to verify. Did an RUU to make sure it wasnt software related. It wasn't. So i reached out to HTC to start the rma process. I was told at the time that that there werent any replacement phones and had to wait 1-2 weeks. I then waited 2 weeks and called back. What pushed me over the edge was this past monday, i received a marketing email from HTC advertising discounted sale prices on the HTC 10. At this point, i had been waiting for 24 days to hear something from HTC about my RMA. The fact that they'd sell me a phone but had no replacements for me put me over the edge. Since that day I've called them every day to see whats happening. Each call i make results in my being passed between three tiers of service reps. None of which tell me any info that has anything to do with the replacment of my device. I am repeatedly promised tracking info and or calls back from representatives from their RMA team. I haven't received any response.
Any advice out there? Similar experience?
Thanks for listening to me vent...
Sent from my MSM8996 for arm64 using XDA-Developers Legacy app
Click to expand...
Click to collapse
I can't help you with the RMA process but I may be able to help with your problem. One day, my HTC 10 had the same problem. A part of my screen (I think it was around 1cm thick) stopped working. I downloaded a digitizer app as well and I found out where my screen wasn't working. I started googling and I found a solution. With a quartz lighter you can make it work again (don't ask me why or how). I didn't have a quartz lighter so I used the igniter from the stove. I tried it a couple of times (and electrocuted myself because the housing of the HTC 10 is metal ), reset my phone and it worked again. Until now my screen works 100%. Just make sure the spark really hits the screen and try it a couple of times. You can also find a couple of videos on youtube about it: https://www.youtube.com/watch?v=VERfODYHX3g
Good luck and let me know if it worked for you!
bacon612 said:
Hi everyone. Posting here to share my experience attempting to get a warranty replacement 10. Want to know if anyone is also having an issue.
At the beginning of july, i noticed that a 1cm horizontal strip across the top portion of my screen (where the volume rocker is) stopped working. I downloaded a digitizer test app to verify. Did an RUU to make sure it wasnt software related. It wasn't. So i reached out to HTC to start the rma process. I was told at the time that that there werent any replacement phones and had to wait 1-2 weeks. I then waited 2 weeks and called back. What pushed me over the edge was this past monday, i received a marketing email from HTC advertising discounted sale prices on the HTC 10. At this point, i had been waiting for 24 days to hear something from HTC about my RMA. The fact that they'd sell me a phone but had no replacements for me put me over the edge. Since that day I've called them every day to see whats happening. Each call i make results in my being passed between three tiers of service reps. None of which tell me any info that has anything to do with the replacment of my device. I am repeatedly promised tracking info and or calls back from representatives from their RMA team. I haven't received any response.
Any advice out there? Similar experience?
Thanks for listening to me vent...
Sent from my MSM8996 for arm64 using XDA-Developers Legacy app
Click to expand...
Click to collapse
I literally just went through the exact same issue, end of may, 3/8 wide strip across the volume rockers dead. Long story short, 8 weeks until i could get a new digitizer put in my phone (had to get from taiwan). And i made it a point to contact them every single day and remind them. I asked all the same questions as you, i just harped on them. I used a note 4 and x pure until i got my phone back. i was gonna drop on the 11, but no cdma support had me backing off. I hope you get yours back soon, but dont count on it...harass them, twitter, FB, any other platform you can, make your displeasure known.
Good Luck
Mcbbvb said:
I can't help you with the RMA process but I may be able to help with your problem. One day, my HTC 10 had the same problem. A part of my screen (I think it was around 1cm thick) stopped working. I downloaded a digitizer app as well and I found out where my screen wasn't working. I started googling and I found a solution. With a quartz lighter you can make it work again (don't ask me why or how). I didn't have a quartz lighter so I used the igniter from the stove. I tried it a couple of times (and electrocuted myself because the housing of the HTC 10 is metal[emoji14]), reset my phone and it worked again. Until now my screen works 100%. Just make sure the spark really hits the screen and try it a couple of times. You can also find a couple of videos on youtube about it: https://www.youtube.com/watch?v=VERfODYHX3g
Good luck and let me know if it worked for you!
Click to expand...
Click to collapse
Omg this worked! You are my hero. Now i can cancel the rma. Incredible
Sent from my MSM8996 for arm64 using XDA-Developers Legacy app
bacon612 said:
Omg this worked! You are my hero. Now i can cancel the rma. Incredible
Click to expand...
Click to collapse
Feel good story of the year. Wow!
bacon612 said:
Omg this worked! You are my hero. Now i can cancel the rma. Incredible
Sent from my MSM8996 for arm64 using XDA-Developers Legacy app
Click to expand...
Click to collapse
Awesome! Glad I could help so you can enjoy your HTC again!
Mcbbvb said:
Awesome! Glad I could help so you can enjoy your HTC again!
Click to expand...
Click to collapse
Yes. I genuinely love my htc 10. I honestly wouldn't have taken an 11 if they offered me one.
Sent from my MSM8996 for arm64 using Tapatalk
My RMA experience with my wife's HTC 10 was so painful I don't even want to rehash it. I saved all the four or more long chats I had with their support, though, in case I ever feel like going into detail about it. Right now I'm only using my 10 to play music via bluetooth from an SD card while in my car, while remote controlling it from my Pixel.
For my case HTC M7 this was the legacy htc one
My experience is I pass my phone to them due to camera purple tint issue.
And they keep tell me no stock for the lens and drag me for about 45 days and I got back my phone.
Unfortunately, when I received my phone and
I found one of the speaker is not working. I call HTC and their cs request me to send the phone back
and they drag me for another month for that.
So end up I wait for 2.5 months to take back my phone and I found they
make a tiny scratch on my HTC phone screen. It's really sad and hug disappointed to HTC.
and I swear I will never ever get a phone from HTC (I am a super loyal htc senses fans to htc before).
*ps - my case is HTC MALAYSIA
Join the club, been waiting 3 months for a replacement. My device is now out of warranty and the replacement they finally sent me a while ago has a defect I can't ignore so I'm trying to send it back for yet another replacement (hooray for waiting another 3 months while HTC happily takes my money) but the shipping label they provided 3 months ago is no longer working and they promised to send me a new one within 3 days but it's been almost 2 weeks now and I can't send this POS back. Filed dispute 2 months ago with bank and they credited me the full advance replacement fee and it looks like it's there to stay since the bank gave them 2 statement cycles to respond and my credit is still there. I've moved on to Samsung and so far they've been good with me. Since my credit appears to be permanent now, guess I'm keeping the replacement and my original device. Might either sell it or use it as a secondary travel phone. I will no longer purchase HTC products again. I've been with them since the Windows mobile days and they lost a very old and loyal customer. Might I add that I contacted the CEO and she didn't care to reply either. I remember back when Jason Mackenzie was president, he was very responsive and made sure sh1t got fixed if it got to the point where complaints were taken straight to him. Got my M8 fixed that way AND they provided a loaner phone as well. Times have changed.
I water damaged my HTC 10 and filed and Uh-Oh warranty claim. Unfortunately, It's not going too well (see log below).
I'd love to hear about your Uh-Oh experience, good or not. I'm curious to see if my experience is an unusual one.
7/22 - Claim initiated. I go with the authorization hold method: they place a $600 authorization hold, and overnight the phone to me ASAP (at least, that's what they promised to do in the T&C I signed). Upon receiving my replacement phone, I mail the broken phone to them. After they receive and inspect the phone, the hold is lifted.
7/23 - Hold authorized. For personal reasons, I had to put the hold on a debit card. Brief research revealed that it works just as well, except they actually withhold my money from me instead of simply placing a pending charge to a credit card. No problem, I'd have my $600 back in no time, right?
7/25 - I should have received my phone today, but the repair/swap tracking indicates it hasn't even been sent yet. Out of curiosity, I make a call to customer support. I get a young Indian lady whose English isn't perfect. She got pretty irritated when I asked her to repeat what she was saying because I couldn't understand her. I explained the issue, and she scheduled me for a repair within the next 24 hours. I rolled with it, because I thought that just meant a repair employee was going to look at my case.
7/25 - I called customer support again, because I quickly realized that she had no idea what I was talking about, and vice versa. I clearly understood this support guy, and he opened an escalation case for me. Great, someone was looking at my case. I was successfully lulled into a sense of security, which I soon realized is the sole function of HTC customer service.
7/28 - I get an email from the escalations team. In essence, they said that they were working on it, and they were closing the escalation case. No details, dates or promises. They did say I could "Rest assured that we will work on this for us to ship the phone as soon as possible." Although agitated, I foolishly 'rested assured.' and let it slide. I was leaving for vacation that day anyway, and I had accepted I was taking my frustrating temporary phone with me.
8/2 - After checking daily on the swap status and still no progress past 'request initiated,' I accepted the fact that I would have to take this nonsense with me on vacation. I contact customer support again via online chat - I'm pretty frustrated at this point, but I remain patient and calm to the service employees. The support guy reopened my escalation case, and noted they would be contacting me within 48 hours.
8/6 - After receiving no contact from anyone at HTC, I take it upon myself to take initiative and contact them via online chat (no phone service where I was staying). Of course it was Sunday, and our very busy friends in the RMA department don't work on weekends. I was told to contact during the week if I wanted answers. I decided to call them when I returned home.
8/7 - 3:00 pm - I called customer service, and after explaining my situation for the millionth time, the support lady attempted to get info from the repair department, but they were all 'on a call'. She promised that she would call me within the hour with answers.
8/7 - 5:00 pm - No call. I begrudgingly accepted responsibility for initiating contact again. I explained my situation and how escalations have been no help. I mentioned the many empty promises customer service has made over the past two weeks. My case is transferred to a new 'case manager'. He has a voice that radiates assurance and sounds like sweet molasses. He exercises (exceptional) active listening and empathy skills, and assures me he'll call repairs to find out what's up. He promised that he would call me by Wednesday (8/9) whether or not he had answers.
8/10 - No call, and the final straw
There's another similar thread in this section, I believe.
My uh oh experience sucked yugely.
I'm pretty sure that htc is going under. I love the product but their customer support communication is like a bad lsd trip. Lies, uncertainty, hard to understand English. It's really effed. After a month (yes a whole month) of dealing with calls, chats and emails, I miraculously fixed a digitizer issue I had with my 10 using the electric ignition from a BBQ lighter and gladly told htc to stick it. I pray nothing goes wrong with my phone from here on out because I'd hate to ever contact them again.
Sent from my HTC 10 using XDA-Developers Legacy app
My HTC10 power button is stuck and became hard to press. Saw few people have reported the same problem, so decided to call them and try to claim it on warranty.
Jun.12 - use online chat and they say it will be covered, so they will email me shipping label as soon as my ticket has been process by the RMA department.
Jun.14 - still no shipping label, chat with support, asked me to wait few more days.
Jun.16 - Still no shipping label, chat with support, this time the support took the responsibility and contact the right people and was able to issue me the shipping label during our chat.
Jun.17 - dropped off my phone with UPS.
Jun.22 - phone delivered to RAM center.
Jun.26 - repair status finally shows recieved
Jun.29 - repair started
July.05 - repair done.
July.07 - shipped back to me
July 12 - received.
==== up till this point, I was pretty happy with the experience... HOWEVER.....
After a few days of using, realized the initial problem (power button) is fixed and no complain, but the technician did not put back my digitizer property, the technician only assumes the original adhesive is still there so just press it back, but there is a ribbon cable behind the digitizer that kind of pushing the digitizer up, and the adhesive is no longer holding, so the digitizer slowly gets pushed up and a gap will show up at one corner. I can see that humidity and dust will get in soon or later and I will have more problem, not to mention the soft buttons are hard to press now because I now have to first push the digitizer back to position before the soft button will register my press. So here is the second round of claim:
July.17 - Chat with support on the problem, they open an escalation ticket. Again told me the shipping label will be emailed to me in a day or two.
July.20 - still no shipping label, chat with support, asked me to wait.
July.24 - still no shipping label, chat with support, this time the support said it will be emailed to me within the hour. Indeed it came within the hour.
July.25 - dropped the package off at UPS.
July.31 - arrived at RMA center.
===== NOW, here comes the bad part =====
Aug.08 - Repair tracking still shows "awaiting device", so chat with support, told me their status system has problem and is late for few days, the status will be updated in couple of days.
Aug.14 - Repair tracking still shows "awaiting device", so chat with support, checked with RMA department, said the device is there, and will be repaired and shipped to me by end of the week.
Aug.21 - Repair tracking still shows "awaiting device", so chat with support, checked with RMA, told me their status system has problem and is late for few days, the status will be updated in couple of days. (same thing the other support told me earlier), and I asked how much longer for repair, the support said there is some unexpected delay in RMA department, might take another 2 weeks...........
Sep.12 - Still no update, been chatting with them every week, I have been getting excuses like... RMA system update delay, waiting for parts, hurricane Harvey evaluation, post hurricane reduced work hours..., same excuses week after week. I have waited for 1.5 month, can't take it anymore, told the rep to just return my phone without repair. Rep said ok without any hesitation and contacted RMA department to issue a cancel of repair. And told me I will get return confirmation in 2~3 business day, of course I got nothing in 2~3days.
Sep. 20 - Chat again, this time the rep said they have raised my ticket to high priority and even requested for a new replacement phone for me, told them that's good, but only if I can get my hands on it.
Sep.25 - Got email from HTC, saying they have got my request to return the phone, so they have mailed it out.... WHAT HAPPENED TO THE RAISED PRIORITY AND NEW PHONE??? Whatever, I just want my phone back.
Sep.28 - After 2 months and 2 days without my phone, I got it back, problem still not fixed. Turned it on, it has been factory reset, AND A FXXKING SCREEN BLEED at one of the edges, they BROKE MY PHONE, it just need a glue job, and back with a broken screen. WTF.... But no point of contacting HTC again, they will just keep me waiting for another 2 month till I beg them to return it. I much rather take it to my local shop and speed $100 to replace a new digitizer and get it back within couple of hours.
My experience with HTC Uh-Oh has been TERRIBLE, they promise to take care of you, but it comes with a high price (wasted time and frustration and depreciation of your phone while you wait months till you get it back). I WOULD NOT BUY ANOTHER HTC AGAIN (after my Aria, HTC OneX, HTC8, and now HTC10, and my wife's HTC OneX and U11)
==update== Trying to setup my phone to use, and realized the digitizer is acting weird, it won't let me slide down the notification bar, even after reset. Checking phone info, guess what... the S/N is my phone, but IMEI is no longer the same, checking bootloader, it's LOCKED and S-ON, but my phone is a developer edition, should be UNLOCKED, the last flash date is Aug.14, WTF have you done with my phone, HTC???
i have a Pixel 2 XL and the speaker grill seems to be loose and i read that the speaker grill has everything to do with thew phones water resistance, so i want to take no chances... My phone was purchased directly from the playstore and i have never done an rma before, and i know that they send refurbs back to anyone requesting an rma for whatever issue,.... I have read about the faulty RMA devices sent back with screen issues speaker issues etv... and i was wondering if anyone has RMA'd recently to tell me the condition of their new device.... i have a 64 gb panda version and the screen is flawless speakers are good camera is perfect... im scared to get a dud back....thanks for reading... looking forward to your feed back
i42o said:
i have a Pixel 2 XL and the speaker grill seems to be loose and i read that the speaker grill has everything to do with thew phones water resistance, so i want to take no chances... My phone was purchased directly from the playstore and i have never done an rma before, and i know that they send refurbs back to anyone requesting an rma for whatever issue,.... I have read about the faulty RMA devices sent back with screen issues speaker issues etv... and i was wondering if anyone has RMA'd recently to tell me the condition of their new device.... i have a 64 gb panda version and the screen is flawless speakers are good camera is perfect... im scared to get a dud back....thanks for reading... looking forward to your feed back
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I've legitimately had 7 or so rma's and just got one this week for a speaker issue. It was just buzzing, try the YouTube technique of pressing in with a guitar pick and it did not help at all.
Sent from my [device_name] using XDA-Developers Legacy app
kickenwing13 said:
I've legitimately had 7 or so rma's and just got one this week for a speaker issue. It was just buzzing, try the YouTube technique of pressing in with a guitar pick and it did not help at all.
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now if I may ask you, what were the main issues with the devices you got in return again the device that I have right now is spotless but the girl on the speaker seems to be loose and I can actually move it around and wiggle it inside of the hole... The only reason I want to return it is because of the waterproofing being faulty now I don't want to damage my device
that and I have an abnormal battery drain on my phone as well so I am hoping that I get a newer phone with a better screen and newer battery if it is possible and a fixed speaker Grill lol..
The guilty for this device was in December did you notice anything about the build dates for your devices how are the screen or what was your experience like
i42o said:
now if I may ask you, what were the main issues with the devices you got in return again the device that I have right now is spotless but the girl on the speaker seems to be loose and I can actually move it around and wiggle it inside of the hole... The only reason I want to return it is because of the waterproofing being faulty now I don't want to damage my device
that and I have an abnormal battery drain on my phone as well so I am hoping that I get a newer phone with a better screen and newer battery if it is possible and a fixed speaker Grill lol..
The guilty for this device was in December did you notice anything about the build dates for your devices how are the screen or what was your experience like
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I honestly am ignorant to the build date thing. 1st one screen burn in w/in first month or so. rejected RMA because screen would flash white every time i turned screen off. 3rd one, gps kept saying i was in CLE, no one from google knew why, so they sent replacement. they sent RMA, rma speakers were garbage. rattled and muted with ANY pressure to the screen, they repkaced and lower speaker was buzzing.. this one seems great
RMA'd mine in August for a problem with the USB port. The refurbished device I received was like new. The only difference, it came in a different, thinner box, without the charger.
Don't worry, you'll get a perfect phone. In fact the replacement device I got has a better display, with less blue shift
Phazonclash said:
RMA'd mine in August for a problem with the USB port. The refurbished device I received was like new. The only difference, it came in a different, thinner box, without the charger.
Don't worry, you'll get a perfect phone. In fact the replacement device I got has a better display, with less blue shift
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I did the same at the beginning of October for the same problem. The one i received is in mint condition.
I just RMAed mine because it would no longer hold USB C cables. Like they wouldn't click in they just fall out. Also i had an enormous amount of screen burn-in (happened just weeks after i got the phone)
My RMA phone looks brand new i would never guessed its a refurb. Screen is perfect and USB cables click in and stay there.
Plus if you got the phone from Google the RMA process is super easy (had to RMA my Nexus 5 too) They dont make you jump through hoops doing stupid troubleshooting crap.
RMA'd mine a few days ago, replacement should arrive today
Had screen burn-in around the navbar area
Speakers rattled too much for my liking
Battery life was becoming pretty bad regardless of being stock/on a custom ROM/kernel
USB port, although was holding cables in place, would come out very easily
The Google rep basically stopped me at burn-in and asked for proof of purchase (order ID) and proof of burn-in (taking a pic of the screen with another phone)
After I did both, he set the RMA up and now I'm just hoping the replacement is issue-free, since I have read some users sending replacement after replacement back because the replacements had issues of their own. Fingers crossed!
Update 1:
Due to Canada Post labour disruptions, my replacement is delayed ?. I'll update this post with the quality of the replacement as soon as it arrives.
Update 2:
Finally received the replacement and I got lucky with a brand new device! I called to ask if I need to send back accessories that came with my device and I do not. Basically have two of every accessory, on top of a brand new phone (and not refurbished).
It is manufactured in October 2017 but I see no blue shift or other screen issues. If anything it looks better! I just need to test the battery, hopefully it hasn't depreciated just sitting in the box for a year.
I RMAed a pixel 2 and a pixel 2xl and got 2 brand new phones (with old manufacture date tho) living in germany fyi
I RMA my Verizon pixel 2 xl about 2 months ago because the phone would lag, freeze, and become unusable Everytime I had Google maps navigation open and Spotify running in the background. No questions asked, phone was still under warranty, and I received my new device(was not refurbished) 2 days later.
I just RMA'd to Google here in Canada. Had freezing and lagging issues. That sent me what appears to be a brand new device, box, charger and all. My screen even had a small crack but they still sent me a new one.
acheney1990 said:
I just RMA'd to Google here in Canada. Had freezing and lagging issues. That sent me what appears to be a brand new device, box, charger and all. My screen even had a small crack but they still sent me a new one.
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I wonder if they actually use the same facilities for Canada and the United States
Did you ship locally in Canada or did you ship to the United States @acheney1990
I'm in this same boat. I have RMA'd three times now, always having random freezes, frame drop outs and lagging on stock ROM, no root. My RMA is scheduled to be delivered today. I have received refurbs each time, but they have been good phones for the most part.
I had to RMA the replacement device I got in August because of camera problems.
It went smoothly and it was fast the first time, but that time it seems Google it trying to make the RMA process hell for me.
I contacted them last Monday (October 22nd). After the usual resolution steps (Was the phone dropped? Is the camera app up-to-date? Can you reproduce the problem in Safe Mode? Have you factory resetted it? blah blah blah), they accept my RMA request and tell me I would receive my shipping label soon.
At 9 PM the same day I receive this email instead:
Thanks for contacting Google Support.
This email is in regards to our conversation we had over chat. Due to some tool issue at our end we're not able to generate RMA for the standard replacement. Once the issue will resolve, we'll create the RMA and send you an confirmation email.
Alternatively, if you wish we can process the Advance exchange in this case.
If you've any query, please let us know. I'd happy to help you.
Thanks!
The Google Support Team
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Fair enough, problems can happen and they must be very busy with the Pixel 3 launch. I'm not a jerk, I can understand there are delays.
But still no email, follow-up or update from them after a week. On October 29th (last Monday), I contact them again and talk to someone else. I explain the situation, and they tell me they'll retry to generate my RMA request/shipping label. After almost an hour of trying to re-create my RMA , the employee I'm talking to asks me if it's OK to continue the discussion by mail instead. I accept. Mistake
Later that day, same sh*t again. No shipping label, I receive this email instead:
Thanks for contacting Google.
This email is in regards to the chat conversation we had earlier today, I'm sorry we weren't able to complete it. Hence I wanted to follow up via email to ensure all your queries have been answered. Please help me with the below mentioned details to help me assist you further.
Kindly provide the following details please.
Point of Purchase:
Type of Replacement:
Full name:
Shipping address:
Email address:
Phone number:
Order ID
Please reply to the same email, it will come directly to me and we will not lose our point of contact, I will be right here to help you with the same.
Thanks!
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I provide them with the requested informations immediately.
Two days later, still no follow up. I write an email asking what's going on and asking if they need something else. Many hours later, they send me this:
Thank you for contacting Google support team.
My apology for the delay. I am in direct touch with the next level. I would request you to help me with the proof of purchase of the device with visible order ID on it.
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I sent them a screenshot of my phone order with the order ID. I'm awaiting for a response, but at this point I feel they're somehow trying to buy some time.
I'm a very polite customer, but that's so frustrating... the RMA was accepted 10 days ago, just send me my shipping label for the love of God... You're telling me it's been a week and a half, and your system still can't generate RMA shipping labels? You're Google ffs, not a small, unknown company...
I'm stuck with a device I paid $1400 CAD and it doesn't work. Can I get a device that works please Google?
Google Is sending me a Band New Pixel 2 XL. I received a refurbished device with a dead speaker and the guy I called was like( I have good news) your getting a Brand New Phone. I still had to put a hold for $919 on my card for the device and now I'm hopping I don't receive another crappy device.