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I really have to vent these frustrations and I want to warn people that still want to buy this kind product and particularly from a site like Expansys about some serious problems of misinformation!!
I bought my Nokia HS-12W BT stereo headset a year ago from Expansys NL for the tender price that these things go for (€130) and it functioned as well as it could, but about a month ago the microphone of the headset broke. I could hear my callers, but they couldn't hear me. Thinking that this kind of life-span for such a high-end product cannot be right, I call Expansys NL, which is not easy, since they don't really like picking up the phone (I've had that several times now). The guy from Expansys told me that all products come with a year warrantee, so that I could send my headset to them (to France) and that they would be in touch.
A few weeks later I get emailed a quote from Expansys in France that my microphone was indeed broken, that I could get a new device, but that I would have to pay the nice sum of €90 because I was out of warrantee. The email asked me to reply whether or not I was ok with this quote, so I did, stating clearly that I was still within my warrantee period.
I hear nothing for 2 weeks (!) and when I send an email asking where what the status of my case is, I get an email back saying that this is the quote of Nokia and that it is maintained (what?!?) So I call customer services in the Netherlands (calling another country for customer services, I don't think so!), explain my case and the guy will ask around (ofcourse..) and call me back. When I'm called back (quite swiftly, which is good), he says that accessoiries from Nokia only have a warrantee of 6 months (!!) and that there is nothing that they can do and that he didn't know 'cause he was new (they always are..). So what's the conclusion: they can send me back my broken headset or I can pay 65% of my original purchase amount after only a year to get a functioning headset back (WHAT!?!?!?!)
After letting it sink in, I call them back, telling Expansys that they knew this about Nokia a month ago when I first called, that I sent my headset based on their information of a year's warantee and now I am confronted with high costs and I don't think that this should be my problem. The guy from the helpdesk said that there was most likely nothing they could do, because they don't repair things themselves, they only sell the products. Repairs get sent back to the manufacturers. He was going to contact the returns department (in France) and he would call back. I'm now waiting for the answer, but I think I can guess what it'll be....
I am so pissed off that such an expensive product simply breaks within a years time and that the people that sold it to me first tell me one thing and then the other. Since this information can't be found anywhere on the Expansys website: Nokia only gives 6 months warrantee on their items and Expansys will hide behind newbee's and Nokia before they will give you any service!
My question: is it normal that these expensive things break down as if they were something that fell of the back of the truck? how long have other BT stereo headsets gone before breaking? Do I just have to come to terms with the fact that next to my expensive device, I have to pay on an annual basis to have a functioning BT stereo headset?
Have you tried calling your local Nokia office and speaking to their customer services. It seems like Expansys need to clarify that they only offer manufacturers warranty, but in their defence it seems like a very short warranty period. Get on to Nokia and complain to them, ask them "do they not believe in their products enough to give them a 1 year warranty?"
So I ordered my TP2 over a week ago, promised 2-4 business days delivery (should have been here friday at latest). No sign.
Rang them monday (25 minutes on hold), hmm not sure you you havent got it, will DEFINATELY be delivered wednesday. You will get a delivery note in your email.
Today - No email, no phone. Another 25 minutes on hold - phone isn't in stock and they have NO idea when it will be, offering me NOTHING in the mean time other than to order a different handset. Couldnt care less if I cancelled the order.
Is this their typcial customer service, cause if it is sod it Im going somewhere else.
Where else can you buy it in the uk?!
I believe (and hope) you can get it from Phones4U on an orange contract.
Chris
Hmmm...
I got mine on Tuesday, ordered Thurday (IIRC). I had some problems with the PAC code not been used, Customer Support online and on the phone were both very helpful...
Just my experiences.
Dave
sorry to hear that, i covnerted from consumer to sole trader just to get mine... but their upgrade department couldnt offer me the same deal a new customer gets, everything was 5 pounds more expensive monthly and a 24 month contract instead for 18 and no free bluetooth headset...
anyway a guy in the new connections team put in contact with a team who could match their prices as an upgrade and not only that exchanged the crappy bluetooth headset i wouldnt of used for an 8gig memoery card (she would of done 16 for a fiver but none in stock)...
also i ordered the phone at 4.30pm and had it by 12 the next day withf ree delivery
so ive found them better than consumer vodafone, you also get two years warranty and next day replacement whilst yours is being fixed... need to add 3.50 a month for total care if you wanna cover accident damage and theft though.
No problems when I ordered about a month ago. Was here within 3-4 days.
Sorry to hear about your problems......
Ordered mine on Friday and received it the following Tuesday. Other than a couple of odd voice txts about it being delivered and then not, it arrived as planned.
I have found their business customer support to be very good - just my view.
Martin
I ordered a phone though vodafone business years ago and dealt with a guy called martin who managed to get me my tp2 the next day before 10am, PM me if you want his direct number, truly decent service
When I ordered mine they tried to deliver it to a different address !! in this case not Vodafone's (for once lol) fault, but the crap company who were dealing with the delivery.
Called them they were flippin' rude and even though it was 10 in the morning and I found out what happened like 25mins after they tried to deliver it. They refused to redeliver it the same day !! really frustrating had to wait another day (that is looong if you've been waiting for smt for ages !!)
Complained to Vodafone.. and got £ 10 added to my account which wasnt too bad I guess.
Only thing I regret is not trying to exchange that crappy headset for a memory card !!
True, vodafone are hopeless. Wasted a week speaking to them but finally told them to get lost. Got mine touch pro 2 on ebay + upgraded my old o2 tariff to get unlimited internet and 30 day contract. When I did all the maths the money is similar and I stay virtually contract free, no goddamn branded software and phone is unlocked.
I got nothing but good things to say about vodafone bussiness... i know they've had big stock issues though.
No probs
well ordered mine yesterday on business (didn't even knew that i could do that if i haven't got any business), delivered today 8 o'clock on the dot, got on 1200 min ,unlimited text, unlimited landline, 500 mb internet. £38.50 handset free.
geronimocommie said:
well ordered mine yesterday on business (didn't even knew that i could do that if i haven't got any business), delivered today 8 o'clock on the dot, got on 1200 min ,unlimited text, unlimited landline, 500 mb internet. £38.50 handset free.
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After trying to get it through Tmobile and failing their credit check WTF?!? I reordered through Vodafone Business and got mine last monday as I was away for a week so didnt mind waiting for the stock to come in.
Oh well at least I have it now! And loving it!!
Lets Change things
Hi all,
I read alot of your complaints. Dont ask why but i think i might make a difference in ur Vodafone experience but i need your help. please feed me back on how your experience with vodafone could be better. email me on [email protected].
CS is a joke.
I actually got mine in the local Vodafone shop 21/9/09.
However, tried to use bluetooth 2 days ago, won't come on. Phone simply says it can't turn it on, ??? Also got GPS problems.
Phoned customer service, no help at all. Didn't even try to perhaps check anything on the phone. AS I got it in shop, have to take it back to the shop for exchange! OK, can I have the number for the shop so I can call and check stock ( I had it and lost it, doh!). "Sorry Sir, Vodafone stores don't have a telephone!" WTF? Blatant lies. Best we can do is send them an email? Refused point blank to get number, even though I pointed out I had it before.
Asked for a manager, apparently none available, still waiting for call back +24hrs later.
Thought I'd bail out then, 14 day cooling off and all that. Called disconnections or whatever they are, apparently I can't do that either? Once you've left the store that's your lot?
Called sales team later (they gave me the number in the first place), sorry, can't give you the number, but she called them and left a voice mail for them to call me back (Want to check stock before traipsing in there).
Absolute joke, all of it. Worst CS I've ever had. Who in their right mind has a shop without a number you can call? Ridiculous.
Phew, rant over.
Good Xperience
Sorry to here you guys experience with vodafone.
I have been with them for many years now and hav not had much problem.
They are always very helpful, both for customers and the business one.
I upgraded to business contract in order to get TP2. I ordered on Friday and it arrived as promised on Monday. The only thing though, I did not get any special gifts or offers when upgrading from customer to business. I guess its because there was already an offer when I took it. I get 750 mins, 250 txt, unlimited landline and unlimited internet for £30/month. First 3 months are free and handset free as well. I think it was a good deal
Got a call from some outbound customer team today. Smoothed everything over for me. Got me some phone numbers for future ref.
Also fixed my bluetooth! Something to do with TomTom and stacks.
We're happy again!
Another Voda UK happy customer here. Ordered at 4pm, got it next morning. Very good contract. Have called a couple of times with issues and they've been prompt and extremely helpful. Much better than Orange was, much better than T-Mob and MILES better than Three.
Just telling it as I find it.
Ordered Mon received Tuesday - I can honestly say Vodafone have been great so far!!
Vodafone were awesome for me. Arrived within 5 days (despite saying it was out of stock when i purchased). No handset problems and handset is unlocked to any network.
Had problems with insurance not going through but CS were awesome and sorted everything out sound.
So here is my story
I purchased an HTC touch pro 2 last year, i bought it before it hit the US markets so i paid a load of money for it. No problem, i love the phones, and i Paid like $700 for the Touch HD when it dropped in England but the lack of the keyboard ended with me selling it.
So i get this phone from a guy that says its direct from HTC its in an exclusive white box blah blah blah right.
Get the phone and all is well, new roms are dropping and i have WM 6.1 on my phone (weak!) so being that i have a MAC computer i cannot do anything to update the phone with out buying a load of software and putting XP on my computer (nope!).
So i go to the HTC website and the update is there and it asks for the serial number, well i put it in and it wont recognize it, hmmm. So long story intro short, i mail it to HTC for an upgrade and maybe check out the loose hinge on the tilting screen.
They receive my phone, and my phone sits on the shelf at the warehouse for 5 DAYS!!!
I call and every time i get the same story, "well mr miller we will escalate this so that it gets taken care of right away sir." I called 3 times and it was never touched. Finally on the 3rd time they tell me, well this is a sample phone, one we gave to employees before it hit the market, so there is no warranty, and we cannot upgrade it, and where did YOU get this phone. Ummm i paid for it, out in the open on Ebay, not out of the trunk of some guys car outside the pool hall.
Anyway they wont fix it, i have no warranty and thats that, ok fine whatever give my phone back, this was on Monday (April 5th) of this week. So the phone is to be sent back to me per HTC on Monday.
Call on Tuesday to get the tracking number so i can see when it will arrive because i am out a lot, and they say it is still in the warehouse.
I call back on Wednesday to get the tracking number so that i can see when it will arrive because i am out a lot, and they say it is STILL in the warehouse.
I call back on Thursday to get the tracking number so i can see when it will arrive...... etc etc.
The rep then tells me there are no notes in the system and it has not even been started for ship out.
But she is going to escalate it so that it gets sent out ASAP Mr. Miller.
Lord not this escalate crap again.
OK BYE!
I call today Friday to get the tracking number, and its the supervisor i spoke with days ago that knows AAAAALL about my case.
Well Mr. Miller the phone is still sitting on the shelf in our warehouse/
WTF for a week+?!?!
It had been determined last WEEK that they were not going to repair it and were going to send it back.
So my phone has been held hostage by HTC and they wont send it back, no one will do anything to get me over to someone in the warehouse, they act as if its Area 57 or something and they dont have phones there.
So needless to say am very VERY disappointed in the treatment I have received and it is very likely that I will not purchase another HTC phone again after this nightmare.
Shame because i enjoy the phones, but i refuse to give my money to support a company that treats its clients in such a manner.
FYI
Area 51, by the way.
Perhaps you should purchase phones after they have hit common carriers instead of trying to blame your mistake on the company.
Sure, they could have sent your phone back to you a bit faster, but if you're unwise enough to purchase a phone off of eBay, you've got larger issues than your phone coming back to you. Besides, it was only there for a week? I've not had any such luck with HTC and having my personal cell held hostage. I guess it all goes back to buying a phone after it has hit the market...
If you ask me, you did it to yourself, Mr. Miller.
Delete double thread
Please read and respect rules
No double posting!!
Already posted here:
http://forum.xda-developers.com/showthread.php?t=661030
Anyone know the real reason? I've been told multiple things from the dozens of orange staff I've spoken to.
- Testing is taking longer than expected
- Shipping has been delayed
- They don't actually have any stock and won't for some time
and basically everything in between.... so.... anyone got the real truth?
Or anyone managed to get a desire in the past week or so from Orange and I've just been fobbed off with excuses?
I received mine on Monday after ordering on the previous Friday.
Had a reasonable deal too, no charge for Black Desire and Panther 30 package for £25.00.
Testing can't be an issue then can it so I would imagine it's a stock problem.
A friend of mine picked one up on Tuesday from a local Orange store (Hull). I got one from CPW on Orange but as that's generic stock I guess that doesn't realy count (would have preferred the black but getting it unbranded & unlocked was more important to me).
Testing is entirely plausible.
When Orange get a new batch of a handset in they are flashed with their Orange-branded software and thenput to test for a while. Usually takes about a week in my experience, but can take longer if they find problems with the batch.
I was told they are getting new stock in yesterday with needs testing and should be ready to order Monday around 11am.
Interesting... I ordered mine over a week ago and I keep getting told the same thing "we can't give you one, we're out of stock..."
Perhaps they're hoarding some or trying to send them out to higher paying monthly tariffs?
EDIT:
Just spoke to someone, unfortunately the responses I were given made me increasingly more annoyed as the conversation went on. Basically I have now been told they have had a delivery on Friday afternoon, they are to go through testing and if all goes well should be out Monday. But if that is not the case then who knows when they will be in. I was told exactly the same thing last week and guess what.. it didn't happen.
Nobody who was there could tell me why their stock was low, why testing was taking too long or why any of this bulls**t was happening, so all in all... very dissatisfied with the answers I've been given.
I was told the same last week too and then when i rang monday was told the delivery they had expected hadnt arrived, so who knows
same thing here too. waiting for one on an upgrade. they did come back in stock last saturday for a few hours but by the time the guy from orange called me they were sold out again. if they're really back on sale monday then that's great. i'd advise anyone waiting for one to sign up via email to be alerted when they're back in stock on the orange website as it seems that's the same stock they use over the phone. get your email sent to your phone then as soon as you get it call them up.
El Massman said:
same thing here too. waiting for one on an upgrade. they did come back in stock last saturday for a few hours but by the time the guy from orange called me they were sold out again. if they're really back on sale monday then that's great. i'd advise anyone waiting for one to sign up via email to be alerted when they're back in stock on the orange website as it seems that's the same stock they use over the phone. get your email sent to your phone then as soon as you get it call them up.
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I'm signed up via e-mail and text message apparently but they are still not sending me anything. If they did come back in stock I was not informed as I was originally told. I was told the e-mail notification is slow compared to ringing direct, so my plan is now to ring twice a day to try and get my hands on the phone FINALLY. Even got the screen protectors for it, in the assumption that it wouldn't take over a week to actually get the order in place.
Christov said:
Anyone know the real reason? I've been told multiple things from the dozens of orange staff I've spoken to.
- Testing is taking longer than expected
- Shipping has been delayed
- They don't actually have any stock and won't for some time
and basically everything in between.... so.... anyone got the real truth?
Or anyone managed to get a desire in the past week or so from Orange and I've just been fobbed off with excuses?
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I got one about 3 weeks ago. So I don't see what 'testing' has to do with it. Sound like they're confused. I was told `middle of the month` at the start of feb, only to read of people getting theirs so I phoned again and this time was told there were a few in stock. It's one of the most popular phones ever, so it's going out of stock as soon as it turns up.
poldie said:
I got one about 3 weeks ago. So I don't see what 'testing' has to do with it. Sound like they're confused. I was told `middle of the month` at the start of feb, only to read of people getting theirs so I phoned again and this time was told there were a few in stock. It's one of the most popular phones ever, so it's going out of stock as soon as it turns up.
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Yeah I've been told it's very popular but I'm more concerned that others are getting different answers, perhaps I should ring orange and direct them to this thread to see what they have to say regarding some people being shunned and others given what theyve asked for.
Christov said:
Yeah I've been told it's very popular but I'm more concerned that others are getting different answers, perhaps I should ring orange and direct them to this thread to see what they have to say regarding some people being shunned and others given what theyve asked for.
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Sorry, I meant middle of april, not feb. I found it frustrating, not seeing the phone on their site (not even 'coming soon'), being told to wait/keep checking, then reading about people receiving theirs, then phoning and being told none are available, then being told some will be available in 2 or 3 weeks and finally being told some are in stock now. But I still put all that down to poor communication within Orange and/or the staff I spoke to not caring. The last person I spoke to - who put my deal together for me - DID care and did a great job. All I can say is keep phoning (retentions - say you want to leave Orange) and telling them people are getting theirs and you're fed up waiting and being told contradictory things.
poldie said:
Sorry, I meant middle of april, not feb. I found it frustrating, not seeing the phone on their site (not even 'coming soon'), being told to wait/keep checking, then reading about people receiving theirs, then phoning and being told none are available, then being told some will be available in 2 or 3 weeks and finally being told some are in stock now. But I still put all that down to poor communication within Orange and/or the staff I spoke to not caring. The last person I spoke to - who put my deal together for me - DID care and did a great job. All I can say is keep phoning (retentions - say you want to leave Orange) and telling them people are getting theirs and you're fed up waiting and being told contradictory things.
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This is actually what I said today when I spoke to someone, one guy put together a contract offer for me, 22.50 a month, 600 mins, unlimited text/data/email over 24 months with the phone for free, but said the phone should be coming in the next couple of days and I basically wasn't informed.
I've been with orange for 3 years now and I'm fine staying with them if only they would stop jerking me around. I'm gonna try and get the orange shop near me to match the contract offer I've been given over the phone but we'll see if I get anywhere, I doubt it'll happen but it's worth a go. If that doesn't work I'll ring up again and try and speak to the guy who put together my contract originally.
I read on another forum of someone being sent out a replacement for a faulty desire this weekend. So orange are either hording them for some reason or being selective on who they let have them.
They're probably hoarding them while they try and sort out the MASSIVE problem that these phones have with dropping 3G/HSDPA signal... I genuinely think that's what's happening. A lot of people with Desires on Orange UK are having issues... including myself
I rang orange once again, they said they cannot order me a phone today or tommorrow and their 'best guess' is that they will be in on Tuesday. I don't know how they're guessing since everyone I speak to still gives me a different answer.
Basically I got fed up with waiting and went into the shopping centre today and picked one up from carphone warehouse. £30pm, 500 mins, unlimited texts/data/email and all that jazz. Not as good a deal as I wanted but I got the handset and I didn't have to wait for up to 2 months as a couple of people I know have been.
I also went into the orange shop and asked them to match the price I was quoted, they could give me the same contract but the phone would cost £99.99... too much for me personally but might be worth a look for others.
I was also offered a contract in Phones4u from vodafone for £30pm, 300 mins and the same unlimited stuff. However I'd be a new customer and stuff so I'd lose any loyalty points I had with orange.
Every shop I went into said that orange had been telling them they had no stock, so I don't know what to say regarding "we'll have some in stock soon" or "theyre going through testing" other than I was clearly being lied to.
I'd advise anyone else looking to get one of these phones soon to go round the shops and try to get a good deal. Phones4u originally offered me £35 with 200 mins on vodafone as well as I'd have to pay £50 to get out of my contract for the next 2 months. I managed to beat them down to a far better deal but not as good a deal as what carphone warehouse gave me.
Good luck to all those trying to get one from orange! Let's hope that they actually get some in stock soon.
Well the orange website says i can now upgrade to a desire but when i ring upgrades they say none left ring back tomorrow
I managed to get one for an upgrade about 10 days ago.
I think the issue is stock and their messaging/notification system doesn't work. Anyone wanting one will need to keep chasing Orange to be first in line. They seem to have no back order system in place so its a bit of a free for all; not something they could tell customers.
Black HTC Desire now available through Orange upgrades, just ordered mine for delivery Wednesday.
Me too finally, couldn't be bothered waiting for upgrades to answer so did it through the website. Phone coming wednesday, dolphin 25 for £19 a month, that'll do me.
Just be aware that I have faced some of the worst customer service ever dealing with Expansys-USA. Not only were they really uncommunicative throughout the entire process (>2 days for an email reply), their customer service reps are also very ignorant when it comes to the status of our orders. I was told my phone would arrive on a Monday and ship that very day, but when I called in after the missed deadline I was told my phone wouldn't arrive in their warehouse until the following Monday. That phone ended up having the wifi issues and I needed an RMA. Once again I was given terrible service. I needed my phone by this Friday, June 12, and the customer service rep said that was possible and billed me for overnight shipping ($27). I called in because the order status page said they were still awaiting stock and the rep said she has no idea when the phone is coming in. Once again TERRIBLE SERVICE. She also seemed eager to hang up and did not allow me to finish asking questions (I remained civil throughout the whole conversation). After I receive my phone (that will hopefully work) I will never deal with Expansys again.
Definitely look elsewhere if you are looking to obtain a HOX.
EDIT: Forgot to add. I live in Northern California (for school) and my house is in Southern California (hometown). I specifically gave my home address to the rep for the RMA. When I called in, the girl on the phone told me the order was set to ship to my apartment. This was perhaps the most infuriating part of my experience.
very sorry to hear about this. but in fairness i have to say i had an entirely different experience. i ordered from the first batch in april (which was probably a mad house time) but included some other items in the order. i didn't realize that would delay my shipment, because i had not authorized payment for separate shipment. it all got straightened out by email and my phone arrived so quickly i was taken by surprise.
i think sometimes it's a function of how good your customer service rep is. the first one i dealt with never responded to a second inquiry. i hope she is gone, but it sounds like maybe you ended up dealing with her. it's a tough job market and i decided not to complain about her by name - but i probably should have. in any case, i was very fortunate and ended up in the hands of someone named eric who straightened everything out and because of that have no hesitation in recommending expansys.
by the way, before going to expansys, i had an even worse experience with negri, which did not even acknowledge my order, though my payment went through via amazon payments, and then tried to diddle me about no stock on hand when i asked about the lack of acknowledgement. i contacted amazon re cancellation and suddenly negri had a phone to offer me - at additional shipping cost after they had advertised free shipping. i refused to authorize and they gave in and cancelled from their end as well.
i guess it's always a case of caveat emptor.
I am sorry to hear about your negative experiences. If you would like to PM me your order ref I can look into it and sort it immediately.
Also, if either of you would be willing to PM me the correspondence you had and the Rep you spoke to, I would appreciate it. We definitely strive for much better service than what you received, and I would like to dive into this further.
1earful said:
very sorry to hear about this. but in fairness i have to say i had an entirely different experience. i ordered from the first batch in april (which was probably a mad house time) but included some other items in the order. i didn't realize that would delay my shipment, because i had not authorized payment for separate shipment. it all got straightened out by email and my phone arrived so quickly i was taken by surprise.
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I'm glad you got it sorted out in the end. The situation with negri sounds like a nightmare! And yeah, it's definitely sad that service can be so inconsistent at times.
Corey L said:
I am sorry to hear about your negative experiences. If you would like to PM me your order ref I can look into it and sort it immediately.
Also, if either of you would be willing to PM me the correspondence you had and the Rep you spoke to, I would appreciate it. We definitely strive for much better service than what you received, and I would like to dive into this further.
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Thank you very much for reaching out. Sorry for throwing the company under the bus but I was honestly appalled by how the situation played out this morning. I will definitely be PMing you soon.
@corey why is the HTC One X out of stock?
Sorry to hear about that man. On the other hand, I bought my HOX from Expansys-USA and had no problems.
sharp2G said:
@corey why is the HTC One X out of stock?
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The White is out of stock. We are currently sitting on a stack of Grey.
For me I had absolutely no problems with Negri Electronics. They answered all of my questions before my purchase. Ordered online, FedEx overnight, and received it in perfect condition the next day. Best thing was that they had the best price on the One X by a big margin.
Sent from my HTC One X using Tapatalk 2
I got two HTC one X from UK Expansys. They didnt even bothered to reply about a complaint I made.