Develop Bugs

[Q] HTC repair service - what's your opinion?

I've had to send my Desire back to HTC last Monday (11/10/10) as the external speaker has failed. They arranged UPS courier pick up and UPS supplied a tracking number which showed it was signed for by HTC on 12/10/10.
Also on 12/10, HTC sent me an email advising they'd received the phone and gave me a repair tracking reference. I logged in to the servioce on 12/10 and it did indeed show 'We have received your phone at HTC service center.'
This is fine, but we are now one week on since HTC reported receiving my phone and the status has not changed. I rang them today and just got fobbed off with "it takes 10 to 15 working days to turn around a repair". I'm not unduly worried, however, I don't see the point of a repair tracking service if it is never updated.
I just wondered what everyone else's experiences were of the HTC repair service and their repair tracking updates?
Cheers.

*** BUMP ***

HTC Repair
I sent my phone in for repair about 4 weeks ago. I had a similar experience as you where it stayed in that status for about 2 weeks! I was phoning constantly in that time, being given expected repair dates, being promised things would be raised as a priority etc, but to no avail. I complained to the customer service team that the updating was poor. The lady agreed but could only promise to pass my comment on to the complaints department and they would contact me in 24 hours. They couldn't be contacted directly.
I had no intention of believing that based on my past experience over the 2 weeks. I rang the head office and asked for the complaints department. I spoke to a really helpful lady who managed to get my phone repaied and back to me in 5 days! This would not have happenned if she didn't help me.
Unfortunately, the repair was unsuccessful. I was reluctant to send it back, but I went via the route of the same person in the complaints department, who set it up as a priority case. I sent if off on a Friday and had it back the next Friday! Fault was fixed.
The best way to deal with them is to constantly ring them as the repair tracking service isn't updated often, whereas they can see other information on their systems. If that doesn't work, ring the complaints department.

Repair: UPDATE
Well, would you credit it, the day after I made my original post HTC updated the repair tracker to say my phone was being repaired. The next day, it was updated again to say phone repaired and being returned to me. That was last Friday and guess what? I still haven't got my phone, but and it is a BIIIIG but...
It's not HTC's fault. They did post it, and gave me a UPS Courier tracking number.
UPS reported the phone being sent from their depot in Tamworth, Staffs. On Monday just gone, it was then reported as being out for delivery to me that day....it never arrived. I rang UPS, they claimed they had tried to deliver it but my office was shut...BULLSH!T! I was ringing them from the office at 4.30pm that day! UPS then said they would reschedule delivery for Tuesday to which I agreed.
Then as I was leaving the office at 5pm, UPS rang me back to say I could call at their local depot (10 miles from me) at 6pm to collect the phone. I agreed and arrived at their office at 6.10pm only for them not to be able to find the phone, then tell me "We're really sorry, but it's still at our Tamworth depot. We'll get it to you tomorrow"
So Tuesday morning rolls round....I get a phone call from UPS at work asking was I planning to call and collect the phone from UPS today. I told them no because they had arranged to deliver it that day.
Then the bombshell. "I'm really sorry sir, we had a break in on one of our vans at the Tamworth depot. Your phone was on that van and has been stolen!"
Can't be helped I suppose, but it doesn't stop me thinking how unlucky can I get!!!
Still, at the end of the day, UPS have admitted it was stolen, so I should get a new replacement or a big fat cheque to buy a new one.
C'est la vie.

LOL - sorry, I shouldn't laugh, that's a horrendous story...
I was curious, did UPS pay out to you?

smeddy said:
LOL - sorry, I shouldn't laugh, that's a horrendous story...
I was curious, did UPS pay out to you?
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Thanks for the sympathy...lol!
You really don't want to know what a nightmare I've had with HTC since this happened. Suffice to say, it took 6 weeks to get a replacement (refurb) handset (wrapped in bubble wrap in a plastic envelope, my retail box which it was sent in was nowhere to be seen), which they sent WITHOUT a battery (which took another week to arrive...after shouting at them down the phone!!) and now this replacement handset it randomly freezing!!!
I hope you NEVER have to send your handset back to HTC....they have the worst customer service I've ever experienced...EVER!!! Still currently got an ongoing dispute with them. If I ever get a resolution and I have a spare 3 weeks, I might post the whole sorry saga for you all to have a laugh/cry/empathising pat on the back at....if it could go wrong, it did/has/probably still will!!
Let's just say I will NEVER buy HTC again!!!
And no, UPS didn't pay out to me, because the phone was sent BACK to me by HTC, so HTC had to make the claim. So, while they will probably get the full cost of the lost phone, I'm left with a refurb. HTC won't entertain a claim from me as UPS lost the phone and UPS won't entertain a claim from me because HTC were the sender and had to make the claim! I'm stuck between rock and a hard place...but I'm still fighting!!!

My story
Hey! I have a similar story to share! N.B. None of our phones are rooted and only her's was SIM unlocked via a code we purchased.
So since December 2011, my girlfriend (Phone B) and I (Phone A) have both been using HTC Desire Z sold by Bell Canada. I am a Bell user and she is a Rogers user. Mine was bought under my contract and her's was bought by someone else who got a contract to get the phone but sold the phone brand new and gave me the bill.
So we had been using our phones without any problems until I started experiencing issues in July 2011. The screen was not responding and I had to send it (A) for repairs. It was returned and was used without any issue until the next problem popped up (keep reading).
In December 2011, I decided to send my girlfriend's phone (B) since she had been complaining that her earpiece was crackling. So in December, I sent the phone.
I leant her my phone for the time her's was under repair. One night, my phone froze when she loaded a PDF. It restarted fine but the next morning, it was stuck at the HTC screen (A).
I called Bell. In Canada, it turns out carriers are responsible for handling the warranty so they consider that if you are not a customer under the carrier, you can't avail yourself of the manufacturer's warranty. This makes absolutely no sense as the standard product warranty from a manufacturer is 1 year.
I called HTC and fought for an hour until they sent me to a repair unit. With them, they told me that the phone was still under warranty and gave me a work order to send to the subcontractor responsible for repairs.
I sent phone A for repairs. In the meantime, phone B was returned. We sent phone B for repairs unlocked and they returned it locked (new IMEI). I paid to get it unlocked and my girlfriend started using it. She told me that it reboots every 2 minutes. I took a video of it and it is pretty ridiculous. With a Rogers SIM, it reboots every 2 minutes, without a SIM, it reboots every 15 or so. I'm now going to have to send phone B for repairs again and cross my fingers that it doesn't fail again.
Now the pièce de résistance is coming up. I just received a call from the repair company and they are asking 200$ to fix phone A. They consider that a phone under warranty with a work order and sent because of random software failure needs 200$? What is this?
Posted my story on the HTC Canada facebook page and guess what? INSTANT DELETE! Because of this, I started my own Facebook page. We are customers, I bought not 1 but 2 phones from them and look at what they do!
So here it is, the facebook page where all of you should post your stories:
http://www.facebook.com/pages/HTC-Cell-Phone-Issues/302964459751052?sk=wall
If it gathers wind, we might finally get some real help from HTC. I was a BIG fan of them. Until they fix this mess, NEVER again will I buy or advise anyone to buy their products!
Thank you and sorry for the long mail.
Show some support, this might happen to you!
I will be starting a thread to elicit people to share their own stories and hopefully all post on the Facebook page. Can you guys copy-paste your stories? It would help gather some momentum.

Play Store Purchase Nightmare...

I recently purchased a GSM Galaxy Nexus from the Google Play Store which I am extremely happy with.
My mother (who is in dire need of an upgraded device) was drooling over this phone when she first saw me with it. So, as a mothers day gift I purchased one for her and shipped it to her address.
She called me when she received the device (last thursday) and told me that the shipping packaging was completely sealed, but the nexus box inside had a broken seal and the device's plastic protectors were pealed off and stuck to the inside of the box.
My mother gave me a ring and asked me to contact Google and would not power on the device because wanted an unopened one.
I rang Google yesterday and informed them I received a device in an opened box with a broken seal. Google said that was a bit weird, but if the device is working properly they see no need in taking any action.
So, this was relayed to my mother and I had asked her to try the device for a day or so and report back. She called me this morning to tell me that the phone was constantly turning off when charging.
I immediately called Google back today and reported the issue and asked for a replacement device. They instructed me to contact the manufacturer to resolve any issues with the device.
Now - I'm at work and I wasn't able to scream my head off, so I kindly ended my conversation with the Google representative.
I have yet to contact Samsung, but I would imagine they would want to service the device.
My question to you is: should I continue to argue with Google about replacing my device or is it really something I'm going to have to deal with Samsung about?
I really don't think that if I purchased something from a store the seller should tell me to contact the manufacturer if the purchased merchandise was open and not functional upon receipt of that merchandise directly from the seller.
Should it not be a simple refund or exchange?
UPDATE: According to the Google representative I just spoke with, Google no longer handles exchanges as of Friday 4 May. They redirected my call to a Samsung representative for an exchange. Samsung took down my IMEI number and processed an RMA for the device. I must now wait up to 24 hours to be contacted by Samsung so that I may provide my credit card information in case I don't return the device within 30 days.

Ask for an RMA

Yes it should but Samsung is only going to tell you send in the device and they will fix it but I wouldn't want a refurbished device that was supposed to brand new
Sent from my Sprint Galaxy Nexus CDMA using xda premium

They should just ship you a new one over night,
Sent from my Galaxy Nexus using Tapatalk 2

If your within your refund window you should send it back.

WiredPirate said:
If your within your refund window you should send it back.
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Do you know what that refund window is per chance?
EDIT: nevermind found it!
Returns
To seek a refund for all or part of your purchase within 14 days of delivery, contact our support team by phone. What to expect when you call:
Our support team will ask for the e-mail address associated with your Google Wallet account, or the IMEI number for the phone you're returning.
We send a Return Merchandise Authorization (RMA) and a pre-paid UPS shipping label to your email address; two emails.
Print the RMA (attached to the email) and place the form inside of the return shipping box.
Print the pre-paid UPS shipping label and attach the label to the outside of the shipping box.
For information on preparing your phone for return, go here.
You can initiate a return within 14 days of delivery. Upon receipt of your returned device, we'll issue a refund to the original Google Wallet account minus a 15% restocking fee. We may waive the fee for an unopened box in perfect condition. For damaged units, customers may be charged additional restocking fees based on the state of your returned device.
Refunds for returned devices will be issued to the credit card used when making the original purchase with your Google Wallet account. You will not be refunded for the shipping cost of the original purchase.
Replacements
Within 14 days of delivery, if you happen to receive a defective device that you'd like to exchange for a functioning device, please contact our support team for further assistance.
If you have configured your phone as a virtual wallet, using Google Wallet as a form of payment, prepare to switch devices.
As a precondition of replacement, Google may remotely disable the damaged phone which is to be returned to Google, with the consent of the purchaser.
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And this seems to have answered all of my questions. I'm going to demand a replacement as I am still entitled to one.

^Fs said:
Do you know what that refund window is per chance?
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14 days but there is a restocking fee of 15% I believe. However, they should replace the phone by overnighting a new one. If they won't, call them back until you find someone who will.

^Fs said:
Do you know what that refund window is per chance?
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It would be 14 days from the dispatch date
Sent from my GT-N7000 using xda premium

damn that sounds skeptical. maybe someone at Google, or UPS (or someone in between) got a hold of it...Or maybe they accidentally threw in a defective unit instead of a new one?
Makes me wonder when I am buying a new handset, is it REALLY new?

p00kienrayray said:
damn that sounds skeptical. maybe someone at Google, or UPS (or someone in between) got a hold of it...Or maybe they accidentally threw in a defective unit instead of a new one?
Makes me wonder when I am buying a new handset, is it REALLY new?
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I just think they're hesitant on giving me an RMA for a replacement because I've already replaced my first device due to a grainy discolored screen with a lot of ghosting.
The one I have now is great.
Hopefully they won't give any more troubles with the replacement of the second purchased device.

^Fs said:
I just think they're hesitant on giving me an RMA for a replacement because I've already replaced my first device due to a grainy discolored screen with a lot of ghosting.
The one I have now is great.
Hopefully they won't give any more troubles with the replacement of the second purchased device.
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They shouldn't. The gnex you bought for your mom is a completely different order. Besides, if their policy is to replace it, that's what they'll do.

I no I'm not in America but on every phone box I have scene in the uk. The label says don't accept this item if the seal is dam aged in anyway!
Sent from my Galaxy Nexus using XDA Premium HD app

Updated OP with info on Google's new replacement policy, or lack thereof.

Sorry to hear about your experience. I suspected that if the majority of complaints were legit and were widespread beyond XDA perfectionists , that Google would be contacting Samsung and telling them 'this is your baby', because they were pissed that they were wasting as much resources answering calls, determining whether person merited a new unit, paying postage to return defective unit and send out new one, etc. I love my phone and am happy I got it, but until I know that quality control is better I'd be apprehensive recommending it to others. I know 400 US is a great price for a phone with these features, but it still is a lot of money and for that much people should have no remorse or fears that they're not getting exactly what they paid for.

This is what happens when people abuse returns process. Some people will never be happy and will return 4, 5, 6 devices. I don't blame Google to be honest.

bobsbbq said:
This is what happens when people abuse returns process. Some people will never be happy and will return 4, 5, 6 devices. I don't blame Google to be honest.
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Pretty much this. There has to be some push back on their end. If you stay polite but firm and persistent, they will most definitely overnight you a new phone.

bobsbbq said:
This is what happens when people abuse returns process. Some people will never be happy and will return 4, 5, 6 devices. I don't blame Google to be honest.
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+1
let it be.

BrianDigital said:
They should just ship you a new one over night,
Sent from my Galaxy Nexus using Tapatalk 2
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Unfortunately, this isn't Apple we're dealing with. Hate them all you want, but they will take care of issues ASAP.

bobsbbq said:
This is what happens when people abuse returns process. Some people will never be happy and will return 4, 5, 6 devices. I don't blame Google to be honest.
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+1

Tell me about Samsung repair?

The local places want $240 to replace the top glass on my phone. Rumor has it that Samsung will do it for $130. What all is involved, do I just request a repair from their website?
Also its obviously out of warranty, do they care the phone is rooted and unlocked?
Thanks!

spotdog14 said:
The local places want $240 to replace the top glass on my phone. Rumor has it that Samsung will do it for $130. What all is involved, do I just request a repair from their website?
Also its obviously out of warranty, do they care the phone is rooted and unlocked?
Thanks!
Click to expand...
Click to collapse
I'd give them a call to start with. And before sending it, perhaps backup your stuff and bring it back to stock. Once you get it back, take a 15min to bring it back the way you want it.

I spoke with a gentlemen and he indicated it doesn't matter if the phone is rooted or has a custom ROM, they wipe it before they send it back to you.
Looks like ill be doing a backup and sending it on in.
In case anyone is interested here is how my situation broke down according to price:
Samsung: $178.61
AT&T Warranty deductible: $199
Local cell phone repair place: $239
Ill take the manufacturer.

spotdog14 said:
I spoke with a gentlemen and he indicated it doesn't matter if the phone is rooted or has a custom ROM, they wipe it before they send it back to you.
Looks like ill be doing a backup and sending it on in.
In case anyone is interested here is how my situation broke down according to price:
Samsung: $178.61
AT&T Warranty deductible: $199
Local cell phone repair place: $239
Ill take the manufacturer.
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Interesting. Thanks.

Also here is the important text from the confirmation email I received from Samsung:
Shipping Guide Line
1. To help expedite service, write the RMA number (400 ticket) on at least three sides of the box.
2. Do not ship any of the accessories with the phone. We are not liable for any lost accessories (ie. SIM Card, Battery, headset, memory card, etc.) UNLESS the issue is power related (charging, power cycle, heat, etc.) and in that case please include the battery and any chargers being used with the phone.
3. Use a box with adequate padding to prevent any loss or damage product(s).
4. Avoid using the original box since the phone will be shipped back in a different package.
5. Send phone within 3 days to avoid expiration of e-label and to ensure timely service.
6. You can expect to have your product returned to you from Samsung within 7 business days, your order can also be tracked online here http://www.samsung.com/us/support/service/tracking
7. Phones will be restored back to original factory settings during the repair process. All information (contacts, pictures, texts, music, ringtones, applications, etc.) added to the phone will be lost.
8. The owner should be present at the time of delivery. A signature is needed in claiming the package.

You could also just change it yourself for like 30$
http://forum.xda-developers.com/showthread.php?t=1904559
Sent from my SAMSUNG-SGH-I747 using xda app-developers app

Any Advance Replacement RMA experience out there?

My z551ml is having screen issues. One sees it on boot up, so it is most probably something with the framebuffer hardware.
I've initiated an RMA with Advanced Replacement (where they pre ship a replacement phone for US$25 + credit card hold until the old phone arrives). This is only offered on the z551ml, evidently.
Anyone have any experience with this?
So far I've tried opening a ticket online. This seems to be a lose, as they give themselves 48 hours to respond. So I phoned up the support number (which suspiciously doesn't have 'mobile' or 'cell phone' listed on their web page). The guy I worked with ran me through the process, hard reset, etc and issued me with an RMA number and provided the "Advanced Replacement" form.
Here's my timeline:
18 Sept - Opened up online ticket, told to expect response in 48 hours
18 Sept - Opened up phone ticket, gave me a RMA number, and line to online form to fill out for "Advanced Replacement", filled it out.
Received receipt saying they charged my CC for $25, and put a hold of $224 on it.
20 Sept - Late in the day. Got a email from the online ticket, saying I need to open up an RMA.
21 Sept - not seeing a charge on my CC. Phone up support. They say fill out another "Advanced Replacement" form. I do.
now seeing a $224 hold on my CC.
22 Sept - Online case not being updated. Phone up support again. They say they are not seeing my CC. I tell them I'm seeing the hold.
They say it will take them 24 hours to sort it out and that IF it is sorted out, it will be 5 business days for me to see a working phone (so like the 28th of September).
23 Sept - Found a email from ASUS replacement department in my spam folder asking about the part number on the Advanced Replacement form.
I respond with their info.
24 Sept - Get an email from ASUS Replacement department saying they are processing my form + Tracking number for next day FedEX.
25 Sept - Replacement phone arrives at FedEX.
28 Sept - I get replacement phone (a refurb).
So it took a grand total of 9 days to get my phone replaced using the expedited 'Advanced Replacement' process.

I just went through this on mine. My issue is due to a signal problem on SIM 2 in my house and I just got the replacement unit.Did the $25 deal. Just so you know, you get a refurbished unit in exchange which annoys me as we did buy new and aren't asking to have problems. We paid for brand new in the first place not refurbished so I feel I should get some refund back. It took about ten days overall because yes they take like 48 hrs to reply in between but one thing I liked is that you don't have to wait to send the old before they ship the replacement. In my case I used my Note 3 anyway but they shipped the replacement as soon as they generated the shipping instructions to me for the return of mine.
The other thing is in my case I'm not sure if this is a phone issue or carrier issue but it's an issue with my house and signal reception for phone calls on the two lines not being equal and calls dropping and not being sustainable on SIM 2. Unfortunately, already SIM 2 disappeared three times today for a brief period rendering no cellular connection which clearly would have dropped any active calls I was on. Not looking encouraging. But it does come back quicker than before so it's improved but still the same problem. In any event, I did have have a successful RMA though I may need a refund altogether at this rate. I hope not.
Sent from my ASUS_Z00AD using XDA Free mobile app

babsk said:
I just went through this on mine.
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Thanks for the reply. How old was your phone? I bought mine in July and isn't returnable through Amazon, unless I make a special case for it.
I'm getting miffed that this is probably going to take 2 weeks. The length of time it is taking for me to get a working replacement is bothersome. I've had a google nexus phones and tablets and google always cross shipped quickly for free, minimizing the time I had without a working phone, to like three business days.
I'm disheartened.
ASUS seems to think that the ZF is a phone for people that don't actually need their phone.

My phone was newer than yours. Bought it 8/9/15 through Amazon. So actually if I do need to ultimately return it, I wonder if I am in the same bind as you, that it's not returnable through Amazon because it's already past that timeframe. Well, I am going to AT&T on one last attempt today to get another SIM 2 card again although I already did that before. But now I have discovered that my house is NOT the only place that I have reception problems on. It's my general area too. I'm on vacation this week, so at least now is a good time for me to be testing this all out to really tell, and yesterday while about 3 miles from my house but within my township, I tested a call on my second line, and the call dropped. My primary line, SIM 1 was no problem and never is. I also tried several times in the morning before I left my house to even make calls from my second line and could not get a cellular connection, and this is a part-time business line, so obviously I cannot keep this phone and it has to go back. I emailed ASUS and sent a screen shot showing them the second SIM slot blanked out. I get error messaged all the time that it can't find a cellular connection. But then like when I'm in most any other place but my house or near my house-it's okay. However, now I did experience that it's also other spots in my area, and I live in the suburbs of a major city, , where coverage is never a problemso that's a real issue. It's obviously the device as a whole and the second SIM slot is 2G data only-you'd think that shouldn't matter for phone calls only, but why is that the slot not working for me reliably then? Meantime-I haven't heard back yet from ASUS as they are in their 48 hour repsonse window, which yes, is annoying. Because I have another phone I can pop my SIM into if I need to for my business line, I at least can receive my business calls so that they don't drop, not everyone has that opportunity while they are waiting things out. 48 hours is a lousy response time. Later today I'm still going to get another SIM card, but I basically at this point am pretty certain I am going to have to to return the ZF2 to Asus. They can't diagnose why it won't work. I might ask AT&T but then again, this is already taking hours of my life for something that should just plain work.
Sent from my K010 using XDA Free mobile app

Update. Got a new SIM card. It doesn't help the issue. I just got home and tried to make a call and it dropped. It also wouldn't let me check my voicemail. AT&T rep today told me it must be the 2G slot and the towers near my house must be very upgraded and not getting much 2G and that this yes, would affect phone calls too. This really ticks me off though because then why should ASUS sell a phone where the other slot is potentially not going to work for US based customers who have 3G and higher networks? This is a waste of my time. Now I have to go through ASUS and explain that they have no right selling a phone that I can't get calls to my 2G slot on. I just started picking up business too. But I was getting calls in other places during my return time window with Amazon and not on calls at home yet but it started to pick up in late summer. and I am losing money I bet. .Even if it lets me call, the calls drop.I.have had no coverage in SIM 2 for almost 45 minutes now. That is just outrageous. Uhm-- Not usable at, totally worthless. Seems I live in a very upgraded area. Too good for this phone's second slot. And NO response from ASUS yet. Well the phone is history and going back and they better give me my money back.I have documented trips to AT&T and chat sessions too. I'm so glad I got the SIM 1 card re provisioned back to the Note 3 and kept it that way when I needed to use the Note 3 while waiting and wanted LTE back. Bummer.I really wanted to keep this. I like the phone otherwise. I really do. I'm disappointed.
Sent from my ASUS_Z00AD using XDA Free mobile app

The ultimate update: Amazon came through for me. ASUS of course wasn't going to refund my money back to me. I was out of my return window with Amazon but I had no way of knowing I was going to have phone call reception problems a month later since I wasn't having them earlier in other locations. But I emailed Amazon today and explained all my efforts and they agreed my situation was extenuating and they granted me an exception and they allowed me to return my Zenfone. It went back today and I was already issued a full refund back to my card. I shipped it off promptly too. The thing is history. It got worst as time went by on that SIM 2, and all because my area obviously is upgraded, so clearly that is a bad move on ASUS' part to have made it a 2G slot. I just am so thankful that Amazon made an exception. See-at first I got calls okay because my full-time job location is a good 30 miles west of where I live so not as upgraded, so of course coverage is different, and calls to my part-time business were coming to me during the day, not later in the evening like when I'm home, so of course, how would I know that my home was a problem area until the one time I got a call and it didn't work, and now that things are picking up and I DO need to speak to people in the evening, it IS now relevant. But during the return timeframe window, I would not have yet detected that. Amazon thankfully recognized the validity of all of this and my two trips to the store to get a new SIM card and all my on line chats with AT&T tech support and so as well as getting a whole replacement phone to try to resolve this issue that obviously is unresolvable. In fact, my issue got even worse with the replacement phone and new SIM card. So the phone is gone and I'm back to two phones and I'm looking at getting that dual SIM Blu Pure XL although I admit I am now gun shy after the Zenfone2 experience. Of course I now know to be vigilant and return immediately so I might risk the Pure XL after all although it will require another trip to AT&T to get another micro SIM since I now have to get a nano SIM for my Windows phone for my second line and then if I get the Pure XL, get the second SIM back to micro. This stuff never ends!
Sent from my K010 using XDA Free mobile app

Buying it from Amazon does help.

Yes it is a good thing indeed! And I opted to not change SIM cards around. I'm using a cheap Alcatel One Touch-the original phone I got as the second line until I decided to have two high end ones. So at least no more trips to AT&T hopefully. Problem is that the Pure XL is now delayed so I am two phoned a while longer. I do like My Note 3. It's a good phone so at least it's getting more use in the meantime.
Sent from my SAMSUNG-SM-N900A using XDA Free mobile app

Did any of you have an unlocked bootloader? Just curious if ASUS cares...

'busa said:
Did any of you have an unlocked bootloader? Just curious if ASUS cares...
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For once no. Sorry I couldn't answer that for you.

Very bad experience going through Advanced Replacement of Zenfone 2
I did a mistake of buying Zenfone 2 for CAD 400+ including taxes. It used to become extremely hot but I ignored it. Then after 10 months of use the screen started to flicker and started having vertical stripes. I tried to use Asus Advanced Replacement program. The agent sent me information asking me to provide my credit card information to put a hold on my card. I did and they put a USD 400 hold. A day later I received an email that I should resubmit my card information as the agent was not properly trained and provided wrong information.
I contacted customer service to avoid having double hold on my card, the agent told me NOT to resubmit the credit card information and ASUS will fix it on their end. For several days nothing happened with several calls to ASUS. At the end of the week, one agent investigated to resubmit my information. I did and it did work but guess what?
They sent me a replacement phone which has exactly the same issue of screen flickering with vertical stripes out of the box. Really bad quality control by Asus Canada (they shipped the unit from their Markham office). Any way I sent my original phone back to remove hold on my card and contacted Asus again for issues in the replacement unit.
Asus this time asked me to offer cross shipment that is I send the phone by Fedex (paid by Asus) and call customer support to provide the tracking number. Asus would send another phone before receiving the phone I sent. I did call them and provided the tracking information and Asus agent was able to verify it on Fedex website
As of today, Fedex website shows that Asus have already received the unit. However they have not shipped the replacement from their side (breaking their contract). I contacted several times to Asus and each person told me a different story. The last agent told me that they will ship the unit within 48 hours and she has not seen in my case anything about the tracking information. Does this means that previous agents did nothing? And why 48 hours after receiving the unit, it was supposed to be cross shipment.
Over all
Very bad customer service and untrained agents at Asus based on this experience
Very BAD quality control as the first replacement unit was faulty out of the box.
The original unit did not worth CAD 400+ at all

junaidasim said:
I did a mistake of buying Zenfone 2 for CAD 400+ including taxes. It used to become extremely hot but I ignored it. Then after 10 months of use the screen started to flicker and started having vertical stripes. I tried to use Asus Advanced Replacement program. The agent sent me information asking me to provide my credit card information to put a hold on my card. I did and they put a USD 400 hold. A day later I received an email that I should resubmit my card information as the agent was not properly trained and provided wrong information.
I contacted customer service to avoid having double hold on my card, the agent told me NOT to resubmit the credit card information and ASUS will fix it on their end. For several days nothing happened with several calls to ASUS. At the end of the week, one agent investigated to resubmit my information. I did and it did work but guess what?
They sent me a replacement phone which has exactly the same issue of screen flickering with vertical stripes out of the box. Really bad quality control by Asus Canada (they shipped the unit from their Markham office). Any way I sent my original phone back to remove hold on my card and contacted Asus again for issues in the replacement unit.
Asus this time asked me to offer cross shipment that is I send the phone by Fedex (paid by Asus) and call customer support to provide the tracking number. Asus would send another phone before receiving the phone I sent. I did call them and provided the tracking information and Asus agent was able to verify it on Fedex website
As of today, Fedex website shows that Asus have already received the unit. However they have not shipped the replacement from their side (breaking their contract). I contacted several times to Asus and each person told me a different story. The last agent told me that they will ship the unit within 48 hours and she has not seen in my case anything about the tracking information. Does this means that previous agents did nothing? And why 48 hours after receiving the unit, it was supposed to be cross shipment.
Over all
Very bad customer service and untrained agents at Asus based on this experience
Very BAD quality control as the first replacement unit was faulty out of the box.
The original unit did not worth CAD 400+ at all
Click to expand...
Click to collapse
What's with the duplicate post?
Sent from my ASUS_Z00A using Tapatalk

5X is not responding.

seems like its happening more and more by the looks of the threads on this section.
Last night I was sending a text to my brother (had it on wifi and about 40-50% battery), and POOF my 5X turned off. Then it appeared as if it was just going to restart and the "Google" startup screen popped up for a few seconds but never made it to the bouncing balls startup animation.
It then went dark again. I tried to start it up again and again showed Google, then nothing.
Held Power and Volume down for 15 seconds and scrolled to power off
tried to start it again and showed Google then nothing.
Held power and volume buttons again and went to restart, this time nothing.
held power for a long time nothing, held power volume nothing.
No signs of life, Called Google and they said it would probably need to be replaced and connected me to LG since I didnt buy it from the Google store, LG support was really bad, connection was bad didnt really understand what I was saying and worst of all was very very rude and tried to talk down to me.
Left the phone all night without the charger plugged in, this morning went to turn on my coffee machine and just thought to check the phone, held the power button and the indicator light flashed red.
I got excited and plugged it in and it appeared like it was starting to charge, left it for a while after coffee I touched the power just to see if it was still charging, the battery icon was moving then froze.
then it started trying to start up showing Google then nothing.
I held power and volume down and went to recovery after that it appeared to start up normally, went to Google, then bouncing ball android animation then showed my lock screen, BUT touch screen, fingerprint scanner and physical buttons were all not responsive.
Man so FRUSTRATING

Did you have a question or just venting?

bblzd said:
Did you have a question or just venting?
Click to expand...
Click to collapse
Not so much a question, but just posting my troubleshooting methodology and steps taken to get it repaired.
Venting, definitely.
This weekend, I received an email from LG to request repair.
I clicked on the link (to an LG site) and there I found I could not request repair for my phone (H791) because apparently LG.com is JUST for USA phones. I called and again had a rude customer service person tell me that they would not be able to repair my phone because the H790 and H791 are too different (LOL)
I went back to their site and sent a very stern email to their customer service telling them how I have been dismissed and not getting anywhere and that I did not appreciate the fact that they would not repair LG product regardless of the intended country.
They finally got back to me and said my phone came from Germany and I would need to contact LG Germany to have my phone repaired.
In the mean time I got with Groupon (where I bought the phone) and they told me to contact [email protected] or 1-800-551-8225 x204 which is the company that was selling through their website.
But I still have not heard back from them either.

el_mariachi_4 said:
Not so much a question, but just posting my troubleshooting methodology and steps taken to get it repaired.
Venting, definitely.
This weekend, I received an email from LG to request repair.
I clicked on the link (to an LG site) and there I found I could not request repair for my phone (H791) because apparently LG.com is JUST for USA phones. I called and again had a rude customer service person tell me that they would not be able to repair my phone because the H790 and H791 are too different (LOL)
I went back to their site and sent a very stern email to their customer service telling them how I have been dismissed and not getting anywhere and that I did not appreciate the fact that they would not repair LG product regardless of the intended country.
They finally got back to me and said my phone came from Germany and I would need to contact LG Germany to have my phone repaired.
In the mean time I got with Groupon (where I bought the phone) and they told me to contact [email protected] or 1-800-551-8225 x204 which is the company that was selling through their website.
But I still have not heard back from them either.
Click to expand...
Click to collapse
I had a similar, yet somewhat different experience.
I called the LG HQ in AL. Long story short, I was transferred to a Mobile Division Supervisor who is located in the Philippines. I received the same response (that LG US is not equipped to repair phones from other markets due to parts not being identical, etc) but his digging found that the H791 is a product of the UK and Australia.
He gave me the phone number for LG UK but I opted to open a case through www.lg.com/uk. The model was identified immediately, unlike the US site.
The only problem is - you need a physical address in the UK or Ireland, which I happen to have via a colleague who agreed to receive the phone and ship back to me if/when it is repaired and sent back by LG UK.
According to the response after opening the case, someone from LG will contact us to go through troubleshooting (the usual B.S.) and if unsuccessful they will take the phone for repair.
We'll see how it goes, but clearly there should be a class action against LG. It is unacceptable that two huge companies (LG and Google) will shake their hands off of this issue with so many complaints. IANAL and I don't have the slightest clue on how to start a class action lawsuit against LG.

sbi1 said:
I had a similar, yet somewhat different experience.
I called the LG HQ in AL. Long story short, I was transferred to a Mobile Division Supervisor who is located in the Philippines. I received the same response (that LG US is not equipped to repair phones from other markets due to parts not being identical, etc) but his digging found that the H791 is a product of the UK and Australia.
He gave me the phone number for LG UK but I opted to open a case through www.lg.com/uk. The model was identified immediately, unlike the US site.
The only problem is - you need a physical address in the UK or Ireland, which I happen to have via a colleague who agreed to receive the phone and ship back to me if/when it is repaired and sent back by LG UK.
According to the response after opening the case, someone from LG will contact us to go through troubleshooting (the usual B.S.) and if unsuccessful they will take the phone for repair.
We'll see how it goes, but clearly there should be a class action against LG. It is unacceptable that two huge companies (LG and Google) will shake their hands off of this issue with so many complaints. IANAL and I don't have the slightest clue on how to start a class action lawsuit against LG.
Click to expand...
Click to collapse
hmmmm, that is very odd that the H791 in your case would be for UK, and mine would show up for Germany, this kind of confirmed my thoughts as there is a (DE) written on the box after the model number.
I am going to call the vendor here in a little as they have still not answered my emails and see if anyone picks up the phone.
If that does not work I will ping Groupon again, and finally if that does not work I am going to contact LG Germany. I have a friend stationed with the US Air Force in Stuttgart, maybe he can "lend" me his address

el_mariachi_4 said:
hmmmm, that is very odd that the H791 in your case would be for UK, and mine would show up for Germany, this kind of confirmed my thoughts as there is a (DE) written on the box after the model number.
I am going to call the vendor here in a little as they have still not answered my emails and see if anyone picks up the phone.
If that does not work I will ping Groupon again, and finally if that does not work I am going to contact LG Germany. I have a friend stationed with the US Air Force in Stuttgart, maybe he can "lend" me his address
Click to expand...
Click to collapse
So maybe it is indeed a fully international version that can be repaired in several countries. I just tried the German LG site and H791 was recognized there as well.
We bought ours on ebay, clearly there is no one to talk to on that channel [emoji20]
Sent from my ZTE A2017U using Tapatalk

sbi1 said:
So maybe it is indeed a fully international version that can be repaired in several countries. I just tried the German LG site and H791 was recognized there as well.
We bought ours on ebay, clearly there is no one to talk to on that channel [emoji20]
Sent from my ZTE A2017U using Tapatalk
Click to expand...
Click to collapse
do you remember who you spoke to at LG?
maybe I can talk to them as well. Everytime I call I hit a brick wall with any of the customer service people that I have interacted with.
I bought my mother a 5x to replace her broken iphone from ebay, so I am going to cross that bridge as well...

I called the HQ number in Huntsville AL, 256-772-8860. It was around 12:30 pm local time and apparently the receptionist was at lunch so a guy name James Wosinsky (not sure if the spelling is correct) who identified himself as the security supervisor picked up. He was very helpful and understanding and offered an option to escalate the situation. He then transferred the call to the supervisor in the mobile division.
Hope this helps.
Sent from my ZTE A2017U using Tapatalk

sbi1 said:
I called the HQ number in Huntsville AL, 256-772-8860. It was around 12:30 pm local time and apparently the receptionist was at lunch so a guy name James Wosinsky (not sure if the spelling is correct) who identified himself as the security supervisor picked up. He was very helpful and understanding and offered an option to escalate the situation. He then transferred the call to the supervisor in the mobile division.
Hope this helps.
Sent from my ZTE A2017U using Tapatalk
Click to expand...
Click to collapse
Yes that helps alot!
a name and title is always helpful

Just an update, but I called and finally got someone on the phone at Metro Business systems, that is the company that was behind my particular Groupon 5X.
After being transferred around, I finally got in touch with a guy who sent an email (and cc'd me) to the sales rep for Groupon. fingers crossed.

Update:
Metro Business systems, will not honor their warranty on the 5X, they instead want to sell me an iphone at a "discounted" price...
I found their CEOs email and I am going to CC him, and I will be contacting the Better Business Bureau

Update:
Still no answer from the CEO, got an email from the BBB, but still nothing from Metro. I contacted Groupon and said that it is terrible customer service that they allow a company like this to sell through their website and then not help the customers when sellers become unresponsive.
So I started searching and because Metro is not honoring their warranty this is considered a breach of warranty. AND I can now get the Federal Trade Commission involved. Which I did.
(FYI, read the book, The Art of Complaining Effectively)

UPDATE: VICTORY!
After really leaning on the Groupon customer service and alerting them to the FTC inquiry into their warranty policy and Metro's I have received a full refund!
Good on groupon