Related
Just wanted to share this, thought its interesting.
on the 23rd of august 2011 i sent my defy in to the service center (jayanagar, bangalore) because of that earpiece problem and got it back the next day.. on recieving the phone i noticed that all 6 of the side screws had been improperly handled and the casing around each screw was now cracked, so i brought it to the notice of the guy there. they kept claiming that it wasnt a problem and that it would still be a perfect seal and what not so eventually i signed the form and left.
since then ive had a few minor drops and splashes but nothing much until 1.5 months ago when the phone came in contact with about 3cm of water fpr a minute and when i took it out, there was water under the screen!! i freaked and put the phone out in the sun for about two days and the water dried out but i was angry as this was because if the service center's mistake. i went back to them immediately and they began to deny everything. they said it wasnt possible and so on and finally asked me to file a "case" with the moto call center, so i did. the center said the issue would be resolved in 24 hours, but they took way longer. after 3 weeks i got a call from the call center saying my phone was ready and i could go collect it. but the fact was i was using the phone right then (lol) and on explaining this they got confused and said they'd call back (they didnt). i waited a few days and called them, they said i could go to the service center and they would fix the phone. at the service center they asked me to call the helpline to verify this approval.. they guy took my phone, went into the "restricted area" and came out 2 mins later saying that they wouldnt be repairing it.. i was shocked and took the phone, asking the helpline guy why the change in decision - to which he said that i hadnt mentioned that it had been some 6 months since id given it for service so they couldnt do anything. i started aruging again and they gave me the regional head's phone number and asked me to repeat everything to him. i tried calling the guy for an hour, and throughout his phone was either busy or when it rang he never picked up. at this point, the service center manager (i think - he was the head or something) came out and heard me out again (i was with my dad btw). the guy then began spouting things like motorola actually makes false claims and that the phone isnt actually water resistant at all, etc and that motorola just made the advertisement to lure in customers. i tried telling him that it was specifically mentioned that it is certified to last for 30 mins under 1m of water, but he said it was rubbish and that he had 4 other similar problems and those phones were in the center for months because moto didnt respond and didnt care. i left in disgust and tried the regional head's number once again - and got through!
i spoke to him and explained everything (once again) and he told me that within a week it would be rectified, and that i should go give itto the sevice center. i went back, they didnt believe me so they spoke to the reg. head and finally took the phone (it was running acustom rom at the time btw - it showed up as a defy plus that too ). i kept following up with them everyday but they kept saying the part wasnt available so it would take time. 3 weeks passed liek this, after which i went and took back the phone and asked them to call me when the part comes in. i used it for another 2 weeks or so, and gave it to them today (running CM9 this time ) and they replaced the entire casing and now i have a brand new defy! (my warranty expires in 4 days haha)
jayeshrc said:
Just wanted to share this, thought its interesting.
on the 23rd of august 2011 i sent my defy in to the service center (jayanagar, bangalore) because of that earpiece problem and got it back the next day.. on recieving the phone i noticed that all 6 of the side screws had been improperly handled and the casing around each screw was now cracked, so i brought it to the notice of the guy there. they kept claiming that it wasnt a problem and that it would still be a perfect seal and what not so eventually i signed the form and left.
since then ive had a few minor drops and splashes but nothing much until 1.5 months ago when the phone came in contact with about 3cm of water fpr a minute and when i took it out, there was water under the screen!! i freaked and put the phone out in the sun for about two days and the water dried out but i was angry as this was because if the service center's mistake. i went back to them immediately and they began to deny everything. they said it wasnt possible and so on and finally asked me to file a "case" with the moto call center, so i did. the center said the issue would be resolved in 24 hours, but they took way longer. after 3 weeks i got a call from the call center saying my phone was ready and i could go collect it. but the fact was i was using the phone right then (lol) and on explaining this they got confused and said they'd call back (they didnt). i waited a few days and called them, they said i could go to the service center and they would fix the phone. at the service center they asked me to call the helpline to verify this approval.. they guy took my phone, went into the "restricted area" and came out 2 mins later saying that they wouldnt be repairing it.. i was shocked and took the phone, asking the helpline guy why the change in decision - to which he said that i hadnt mentioned that it had been some 6 months since id given it for service so they couldnt do anything. i started aruging again and they gave me the regional head's phone number and asked me to repeat everything to him. i tried calling the guy for an hour, and throughout his phone was either busy or when it rang he never picked up. at this point, the service center manager (i think - he was the head or something) came out and heard me out again (i was with my dad btw). the guy then began spouting things like motorola actually makes false claims and that the phone isnt actually water resistant at all, etc and that motorola just made the advertisement to lure in customers. i tried telling him that it was specifically mentioned that it is certified to last for 30 mins under 1m of water, but he said it was rubbish and that he had 4 other similar problems and those phones were in the center for months because moto didnt respond and didnt care. i left in disgust and tried the regional head's number once again - and got through!
i spoke to him and explained everything (once again) and he told me that within a week it would be rectified, and that i should go give itto the sevice center. i went back, they didnt believe me so they spoke to the reg. head and finally took the phone (it was running acustom rom at the time btw - it showed up as a defy plus that too ). i kept following up with them everyday but they kept saying the part wasnt available so it would take time. 3 weeks passed liek this, after which i went and took back the phone and asked them to call me when the part comes in. i used it for another 2 weeks or so, and gave it to them today (running CM9 this time ) and they replaced the entire casing and now i have a brand new defy! (my warranty expires in 4 days haha)
Click to expand...
Click to collapse
Hahaha nice nice .. proves that inexperienced people work for motorola xD
Defy 2.2.2
Those people in Jayanagar are the worst. Never EVER step into that place again. Those lazy no-good people made me run from pillar to post just to get my defy upgraded to Froyo.
Karthik K said:
Those people in Jayanagar are the worst. Never EVER step into that place again. Those lazy no-good people made me run from pillar to post just to get my defy upgraded to Froyo.
Click to expand...
Click to collapse
yeah agreed, they cracked my case while repairing it for gods sake! i couldve opened it myself and done a better job.. but in the end i got a completely new body, with back cover so im satisfied (with my phone, not the service i got)
Great story!! Well I have my moto Defy+(Only 2months old! ) with service center in Pune. My problem: The colour started scaling! First I was told by service center that will get a replacement(They mailed MOTO for approval with screenshots). But last week got info that my casing will be changed despite I told that I don't wan tmy phone to be opened and demanded a replaement!. Lets see when I get back what is the condition. After waiting for so long (and ruining two of my weekends/saturdays) if I find even a small mistake in their side I will call up consumer court for sure!
Sometimes persistant paid off.. After sale customer service is never ever been a good experience..
Sent from my awesome Moto Defy: Rooted Gingerbread 2.3.6 - XDA Premium
Hi guys. I got my One M8, WWE Asia version (CID HTC__044) on April 6, a day after it was released in Singapore. Unfortunately, someone else, while admiring my phone, dropped it screen face-down and it cracked. I sent it in for repair on the 12th of June, and the customer service officer said it would take about 2-4 days for the repair to finish. I ended up getting back my phone on the 21st, with all the data in it gone. Lucky I had made a backup with Titanium Backup.
However, not only was all the data gone, they replaced the main board, and it was S-ON and locked again. Then I realised that the proximity and brightness sensors were messed up, and I had to send it in within two days of getting back my phone. Another three days without my phone.
Now, I realised that the Duo camera on my phone isn't working. I covered it and tried to take a shot, and the message 'don't cover Duo camera' didn't pop up. No Duo effects work, on photos I take now, such as UFocus. This wasn't a problem before I sent it in for repair.
This seems a lot of trouble to go to just for a cracked screen, and it isn't what I expected from HTC customer service. I even asked for a phone replacement but they refused. If I'd known that HTC customer service (at least in Singapore) was this bad, I would've gotten an iPhone.
I got the M8 because I really like HTC's phones, ever since I got my first HTC, the Sensation XE. Right now, my main question is, is there any way I can diagnose and solve this problem myself without having to send it in and then having some other problem? HTC Customer Service seems intent on not wanting to replace the phone. Neither do they seem to properly fix the phone either.
I'm really frustrated, and I'm an inch from stomping up to their office and swearing the heck out of them (even though it isn't the officers' faults, yes, I'm just being irrational). Their repair service seems really bad for a full-fledged company. I think I would've done better at some budget, road-side repair shop that costs thirty bucks. Please, help.
First of all, never ever let someone else, especially one with butter fingers, handle your expensive new phone.
Seriously, why did they feel a need to replace the motherboard too? Is the phone that you got back the same one that you sent in, or could it be that they sent back a refurb. Either way it won't matter because your phone is not working like it is supposed to even after they supposedly "fixed" it twice, probably with refurb parts that have not been thoroughly tested. If they continue to play hard ball and tell you to go pound sand, I would take it to their social media and raise a stink about it there. From my experience, that is the fastest way to get results and hopefully a resolution.
Good luck.
Thanks for the reply. I'll give them a last chance (three times the charm?), and send in my phone on Monday. If they replace it, great. If not, and they do another bang-up job, I'm going to both HTC's international and Singapore Facebook pages and copy the rant over and see what they say.
About the motherboard, according to the CS officer, it was standard procedure to replace just about anything in the phone when the screen cracks. I attribute this to the low repairability of the phone itself - refer to iFixit.
I don't really want to give bad reviews about companies that I really like (HTC is one of them; as mentioned, I feel their phones are truly the best among Androids), but this kind of horrible CS is driving me crazy; I've never had such a bad experience.
P.S. On the bright side, HTC Singapore has this pick-up and delivery service that saves me the twenty-five minute train ride with a transfer included, to their service centre. I just have to call them, and the courier is at my doorstep within a couple of hours. I've got to give credit where it's due.
Hey everyone. I want to ask if anyone has ever had to deal with OnePlus' customer service, and what their experiences are like.... 'cuz I'm a first time buyer into the OnePlus market and it has not been a good experience AT ALL.
Now, stay a while, and listen...
I bought this phone 3 days ago, it arrived Friday, I opened up the packaging, plugged it in, let it charge, went to turn on the phone, NOTHING. Screen won't turn on, notification lights boot up, capacitive buttons work but the screen isn't displaying. Great. I tried EVERY single thing they told me to do, factory reset, hard reset, power cycling, NOTHING. At this point, I just want to return the phone, get my money back. THe person who handled my case, thought that it was for a OnePlus 2 bought in May... which.. wasn't what the support ticket was for, and when I finally decided I wanted to file a dispute with Paypal, I communicated with them that I'd like to return the phone.
I get a response back from customer service, that they cannot process the return refund, unless I close my dispute through Paypal. I checked the OnePlus reddit group, AND called Paypal and explained to them what went on, and they said, ver batem, "DO NOT CLOSE THE DISPUTE".
So let's recap, dead phone, customer service that tries to circumvent paypal...
Has anyone else had this type of experience?
I had a similar problem with support, though I was trying to get them to send me a new phone to replace a defective one. After 17 days of phone calls, emails, and bugging them on Twitter, I have a working device in hand.
At first, they were going to try to repair my device. I insisted that they replace a defective one, as I wasn't filing a warranty claim, but rather a return/replace. I'm still waiting on a refund of the broken screen protector they shipped me due to bad packaging and mishandling by the carrier.
So you still went with them after all that? Have you had any issues? My big concern is that if say.. 5 months down the line, an issue crops up and I need to send it out for repair, and I get this run around all over again.
I haven't had any experience with warranty service through Oneplus, but I did have a nightmare time with Asus.
They left me hanging without a tablet for MONTHS and over the course of that time they would "fix" it by causing more issues. The last time I dealt with them (they stopped responding to my email and phone calls) they sent me back the tablet and the frame wasn't even snapped back into place properly - I could literally see inside the tablet.
Coincidentally, it arrived just as my warranty ended, and it still wasn't repaired.
I'm not sure that any company could top that kind of disrespect for a customer. FWIW, I saw a story on the Consumerist website detailing another Asus user's experience, and it was nearly identical to my story, so this is likely just how they do business.
Sent from my ONEPLUS A3000 using Tapatalk
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???
Anyone thinking about buying a device from Oneplus really needs to be aware!
I had a repair not completed 3 times returning the device unfixed, and on returning for 4th time for a replacement was told it would take 48 hours for inspection, it took nearly 2 weeks... Today they agreed to replace my phone, but said they (suspiciously) were out of stock, even tho i can purchase the same model on the site! OnePlus solution was that i should buy another device and go thru RMA and they will refund me! I declined this offer as i don't have a spare grand sitting around but also do not trust them to do as they say... Asking when they would have more stock the answer was a simple "we don't know"!
They have my money they have my phone, they say i cannot have a full or even a partial refund and they cannot provide a replacement! I'm staggered a company will treat customers this way!
They did this to me too, I spent £280 and SIX WEEKS trying to get OnePlus to just fix my phone right, they replaced my screen but broke the fingerprint scanner and the ringer switch which would then do the exact opposite of the position it was in. The phone kept coming back unfixed with a "no fault found" note and eventually I had to write a note in the box telling them what's wrong with the phone and how to fix it...
Beyond appalled with OnePlus' service, and its a shame because 2 years ago their service was amazing. My OP7 Pro had burn in and they had my phone fixed and returned to me in 6 days flat. It seems since OnePlus began embracing their BBK roots more recently their service has decided to tank stupidly with it.
I'm quite unhappy with my 9 Pro and similarly quite fed up with OP as a whole... the Pixel 6 Pro looks good though!
Edit: My 9 Pro has a power button that double presses when I press it once, and at this rate I'll probably just get the new Pixel and then repair/sell this after