Related
I've had to send my Desire back to HTC last Monday (11/10/10) as the external speaker has failed. They arranged UPS courier pick up and UPS supplied a tracking number which showed it was signed for by HTC on 12/10/10.
Also on 12/10, HTC sent me an email advising they'd received the phone and gave me a repair tracking reference. I logged in to the servioce on 12/10 and it did indeed show 'We have received your phone at HTC service center.'
This is fine, but we are now one week on since HTC reported receiving my phone and the status has not changed. I rang them today and just got fobbed off with "it takes 10 to 15 working days to turn around a repair". I'm not unduly worried, however, I don't see the point of a repair tracking service if it is never updated.
I just wondered what everyone else's experiences were of the HTC repair service and their repair tracking updates?
Cheers.
*** BUMP ***
HTC Repair
I sent my phone in for repair about 4 weeks ago. I had a similar experience as you where it stayed in that status for about 2 weeks! I was phoning constantly in that time, being given expected repair dates, being promised things would be raised as a priority etc, but to no avail. I complained to the customer service team that the updating was poor. The lady agreed but could only promise to pass my comment on to the complaints department and they would contact me in 24 hours. They couldn't be contacted directly.
I had no intention of believing that based on my past experience over the 2 weeks. I rang the head office and asked for the complaints department. I spoke to a really helpful lady who managed to get my phone repaied and back to me in 5 days! This would not have happenned if she didn't help me.
Unfortunately, the repair was unsuccessful. I was reluctant to send it back, but I went via the route of the same person in the complaints department, who set it up as a priority case. I sent if off on a Friday and had it back the next Friday! Fault was fixed.
The best way to deal with them is to constantly ring them as the repair tracking service isn't updated often, whereas they can see other information on their systems. If that doesn't work, ring the complaints department.
Repair: UPDATE
Well, would you credit it, the day after I made my original post HTC updated the repair tracker to say my phone was being repaired. The next day, it was updated again to say phone repaired and being returned to me. That was last Friday and guess what? I still haven't got my phone, but and it is a BIIIIG but...
It's not HTC's fault. They did post it, and gave me a UPS Courier tracking number.
UPS reported the phone being sent from their depot in Tamworth, Staffs. On Monday just gone, it was then reported as being out for delivery to me that day....it never arrived. I rang UPS, they claimed they had tried to deliver it but my office was shut...BULLSH!T! I was ringing them from the office at 4.30pm that day! UPS then said they would reschedule delivery for Tuesday to which I agreed.
Then as I was leaving the office at 5pm, UPS rang me back to say I could call at their local depot (10 miles from me) at 6pm to collect the phone. I agreed and arrived at their office at 6.10pm only for them not to be able to find the phone, then tell me "We're really sorry, but it's still at our Tamworth depot. We'll get it to you tomorrow"
So Tuesday morning rolls round....I get a phone call from UPS at work asking was I planning to call and collect the phone from UPS today. I told them no because they had arranged to deliver it that day.
Then the bombshell. "I'm really sorry sir, we had a break in on one of our vans at the Tamworth depot. Your phone was on that van and has been stolen!"
Can't be helped I suppose, but it doesn't stop me thinking how unlucky can I get!!!
Still, at the end of the day, UPS have admitted it was stolen, so I should get a new replacement or a big fat cheque to buy a new one.
C'est la vie.
LOL - sorry, I shouldn't laugh, that's a horrendous story...
I was curious, did UPS pay out to you?
smeddy said:
LOL - sorry, I shouldn't laugh, that's a horrendous story...
I was curious, did UPS pay out to you?
Click to expand...
Click to collapse
Thanks for the sympathy...lol!
You really don't want to know what a nightmare I've had with HTC since this happened. Suffice to say, it took 6 weeks to get a replacement (refurb) handset (wrapped in bubble wrap in a plastic envelope, my retail box which it was sent in was nowhere to be seen), which they sent WITHOUT a battery (which took another week to arrive...after shouting at them down the phone!!) and now this replacement handset it randomly freezing!!!
I hope you NEVER have to send your handset back to HTC....they have the worst customer service I've ever experienced...EVER!!! Still currently got an ongoing dispute with them. If I ever get a resolution and I have a spare 3 weeks, I might post the whole sorry saga for you all to have a laugh/cry/empathising pat on the back at....if it could go wrong, it did/has/probably still will!!
Let's just say I will NEVER buy HTC again!!!
And no, UPS didn't pay out to me, because the phone was sent BACK to me by HTC, so HTC had to make the claim. So, while they will probably get the full cost of the lost phone, I'm left with a refurb. HTC won't entertain a claim from me as UPS lost the phone and UPS won't entertain a claim from me because HTC were the sender and had to make the claim! I'm stuck between rock and a hard place...but I'm still fighting!!!
My story
Hey! I have a similar story to share! N.B. None of our phones are rooted and only her's was SIM unlocked via a code we purchased.
So since December 2011, my girlfriend (Phone B) and I (Phone A) have both been using HTC Desire Z sold by Bell Canada. I am a Bell user and she is a Rogers user. Mine was bought under my contract and her's was bought by someone else who got a contract to get the phone but sold the phone brand new and gave me the bill.
So we had been using our phones without any problems until I started experiencing issues in July 2011. The screen was not responding and I had to send it (A) for repairs. It was returned and was used without any issue until the next problem popped up (keep reading).
In December 2011, I decided to send my girlfriend's phone (B) since she had been complaining that her earpiece was crackling. So in December, I sent the phone.
I leant her my phone for the time her's was under repair. One night, my phone froze when she loaded a PDF. It restarted fine but the next morning, it was stuck at the HTC screen (A).
I called Bell. In Canada, it turns out carriers are responsible for handling the warranty so they consider that if you are not a customer under the carrier, you can't avail yourself of the manufacturer's warranty. This makes absolutely no sense as the standard product warranty from a manufacturer is 1 year.
I called HTC and fought for an hour until they sent me to a repair unit. With them, they told me that the phone was still under warranty and gave me a work order to send to the subcontractor responsible for repairs.
I sent phone A for repairs. In the meantime, phone B was returned. We sent phone B for repairs unlocked and they returned it locked (new IMEI). I paid to get it unlocked and my girlfriend started using it. She told me that it reboots every 2 minutes. I took a video of it and it is pretty ridiculous. With a Rogers SIM, it reboots every 2 minutes, without a SIM, it reboots every 15 or so. I'm now going to have to send phone B for repairs again and cross my fingers that it doesn't fail again.
Now the pièce de résistance is coming up. I just received a call from the repair company and they are asking 200$ to fix phone A. They consider that a phone under warranty with a work order and sent because of random software failure needs 200$? What is this?
Posted my story on the HTC Canada facebook page and guess what? INSTANT DELETE! Because of this, I started my own Facebook page. We are customers, I bought not 1 but 2 phones from them and look at what they do!
So here it is, the facebook page where all of you should post your stories:
http://www.facebook.com/pages/HTC-Cell-Phone-Issues/302964459751052?sk=wall
If it gathers wind, we might finally get some real help from HTC. I was a BIG fan of them. Until they fix this mess, NEVER again will I buy or advise anyone to buy their products!
Thank you and sorry for the long mail.
Show some support, this might happen to you!
I will be starting a thread to elicit people to share their own stories and hopefully all post on the Facebook page. Can you guys copy-paste your stories? It would help gather some momentum.
I purchased a used "unlocked" HTC One M8 (T-Mobile) on swappah and received it May 18th 2014. As of Aug 12th 2014 however, I lost my T-Mobile connectivity (tho thankfully I am on prepaid anyway) ; the ESN is now blocked and on T-Mobiles blacklist for non-payment of its EIP. It is still however still clear on the global white list, I even tried a friends AT&T SIM and it worked.
Anyway I will paste the current swappah comments here:
EeyoreSyndrome @XDA - Aug. 17, 2014 7:02 p.m. United States (US)
As of 8/12/2014 I no longer was able to pull a signal from T-mobile on this phone. I had assumed it was because of intermittent connectivity as they are upgrading in my home and work area.
However, after seeing co-workers also on T-mobile, no longer having any issues, I decided to contact T-mobile for assistance. After troubleshooting they had found there is no problem on my end, but suggested I take it into a store to get a new SIM card just in case. (This was via online chat)
I finally got into a store today, 8/17/2014 and they swapped my SIM no problem, however still the same issue, limited signal. After doing a fresh ESN check, the manager said my phone has been blocked, most likely do to non-payment of an EIP from the seller. Tho I have to wonder why the online chat person did not think of doing this......
So now, I am posting this, asking what my next step to be taken is. I did do an IMEI check before I bought the phone and it was white listed and had no issues on T-mobiles end. I just did a fresh one myself, and sure enough, T-mobile has blacklisted it.
Swappa Staff person- Aug. 17, 2014 7:15 p.m. United States (US)
Sorry to hear of the complaints. We can confirm the phone now shows blocked "likely due to non-payment". Swappa is aware of the issue and requires a response from the seller.
The probably scammer - Seller - Aug. 18, 2014 2:25 a.m.
Hi [email protected] Thank you for bringing this to my attention and I do apologize that you are experiencing this issue. I am currently working with T-Mobile to resolve this and will hear back from them within 48 hours. If T-Mobile cannot help resolve this issue, I will refund you the money no questions asked. Again I apologize for the inconvenience this is causing you. I will update you as soon as I hear back from them.
EeyoreSyndrome @XDA - Aug. 19, 2014 10:14 p.m. United States (US)
Hello Aaron, just wondering if there has been any progress. Thanks.
The probably scammer - Seller - Aug. 20, 2014 1:48 a.m.
Hi EeyoreSyndrome @XDA. No update from T-Mobile yet but if I don't hear back from them by tomorrow night, I'll give you a full refund. Don't want to keep you waiting too long without a phone. Thanks again for your patience.
EeyoreSyndrome @XDA - Aug. 21, 2014 12:57 p.m. United States (US)
Good morning, still no go for any T-Mobile signal. As for a refund how do we go about that? Do I have to request one from PayPal?
The probably scammer - Seller - Aug. 21, 2014 1:32 p.m.
Good afternoon. Still no reply from T-Mobile. No need to request it from Paypal. I'll just issue you a refund from the original Paypal payment. Would you be okay if I issued you the refund when I receive the phone? Just want to make sure that it comes back to me in the same condition I shipped it to you.
Swappa Staff person - Aug. 21, 2014 1:38 p.m. United States (US)
Sorry to hear this isn't going to work out.
For returns, the seller should provide instructions / address and the device should be shipped back with tracking and proper insurance. The refund should be processed promptly when the device is received.
The buyer should provide the ESN / IMEI / MEID of the device they are returning on this page before shipping back.
PayPal, who provides the payment protections, recommends the buyer file a dispute before sending back.
Let us know when the device is on the way back and we will cancel out the sale and refund the sale fee.
Click to expand...
Click to collapse
I am now unsure of what to do. I technically no longer have trust with this buyer. I even checked his history on swappah and it is really fishy that he has sold two other HTC One M8s as well.......secondly: T-Mobile to my knowledge only unlocks phones if their EIP is completely paid off and the person has been in good account standing/used the phone for at least 45 days?? -At the very least I've confirmed that it is indeed unlocked.
There seems to be many other people that have gotten burned this way, either it being from E-bay, Craigslist or even Swappah with T-mobile used phones, as currently they are not allowed to tell people if a phone is on a EIP or not, which to me is retarded, they should fix this policy.
As you can see, both swappah and the seller want me to return the phone before I get a refund....but what's to stop the seller from simply not giving me a refund? The purchase was defiantly more then 45 days ago......so technically I do not see what good issuing a paypal dispute past that time frame would do, or if it is even possible.
Should I tell the seller I want a refund before I give him a tracking # / ship it back? Or go 50% up front then the other 50% after?
Should I simply call my CC company and ask for a fraud-charge-back? Tho I think it is now past their 90 day protection window as well.....funny how scammers do that hmm?
Or should I simply put the phone onto straight talk / AT&T and either A) transfer my T-mobile prepaid # to it and be stuck on that (I really like the $30 5G data / unlim messages 100 min T-mobile plan) or B) try reselling it on craigslist / swappah boneyard as T-Mobile bad ESN (But still works on ATT/Straight Talk) ?
Thanks for any advice or consolation for my issue here ; ;
And while I am at it, would it be a good idea to flash a stock AT&T Rom and update the OTA in order to get the ATT radios/firmware? From what I've read both M8s have identical hardware.....so in theory to maxamize their potention it'd be a good idea to use the correct rom for each carrier w/their sim service correct?
A rough situation for sure. Personally, I'd return it to him, however you need to do it. There's a good chance if you keep it, the blacklist likely will eventually make it to all North American carriers, and you'll be out of luck. I wouldn't take that chance myself. I'd rather take the chance of sending it to him.
That's just my opinion.
yes thank you for getting back to me!
I did decide to go through and mail it back to the seller.
In fact he compromised with me, and even has refunded 50% upfront (got it just mins ago in my paypal!) and the other half when he receives it.
EeyoreSyndrome said:
yes thank you for getting back to me!
I did decide to go through and mail it back to the seller.
In fact he compromised with me, and even has refunded 50% upfront (got it just mins ago in my paypal!) and the other half when he receives it.
Click to expand...
Click to collapse
Sounds like he is being pretty honest then. Awesome!
Has anyone successfully registered for the guaranteed 200 from Samsung at https://samsunggalaxypromotions.com/note4/ ?
No matter how I format the MEID & wifi mac address the site says it's wrong. I finally got frustrated and opted for the mail in method, but that's a pain in the butt.
I had exactly the same experience. Thank you for posting. I was getting myself wound up that my rebate was going to be rejected. Now I'm more confident it's just an error with the rebate site.
I'm going to try tomorrow. Maybe since its still within the pre-order phase?
Sent from my SM-N910P using Tapatalk
UPSGuy said:
Has anyone successfully registered for the guaranteed 200 from Samsung at https://samsunggalaxypromotions.com/note4/ ?
No matter how I format the MEID & wifi mac address the site says it's wrong. I finally got frustrated and opted for the mail in method, but that's a pain in the butt.
Click to expand...
Click to collapse
You get the value of the phone at the store you preordered from.
That info you take to the Samsung site with you and you get 200 minus what you got from store trade in value. In 6 to 8 weeks that is...
xxSTARBUCKSxx said:
You get the value of the phone at the store you preordered from.
That info you take to the Samsung site with you and you get 200 minus what you got from store trade in value. In 6 to 8 weeks that is...
Click to expand...
Click to collapse
I wasn't asking about how the rebate works. I know that part and what I have to upload. Just asking if anyone else is having a problem with the site not accepting the meid & wifi mac address and I'm not alone.
UPSGuy said:
I wasn't asking about how the rebate works. I know that part and what I have to upload. Just asking if anyone else is having a problem with the site not accepting the meid & wifi mac address and I'm not alone.
Click to expand...
Click to collapse
didn't accept mine either. I am going to mail in. I preordered the phone on sprints website but I traded in at my local sprint store. I hope the preorder confrimation email i got from sprint will count as my preorder receipt. not quite sure what they want.
My apologies, read it wrong.
so now that we have established that the meid/wifi mac issue happened to more than just one of us.......what paperwork should i sign,date,print name, circle price on if i preordered on the sprint website? Am i to assume the email confirmation from my order w/ the price needs to be printed and mailed in? all i know is my local sprint store only gave me $79 for my Note II so i had better get this samsung rebate. otherwise i would have just sold my phone on ebay.
Any update on the IMEI error. Did samsung fix it yet? i prefer to submit the rebate online because it is faster to receive the rebate than the mail in.
Getting the same problem here too, hopefully they fix it
I got it too and opted for the mail in, what a pain. Tried every variant. It must be them. BTW here is their #8 on the FAQ for the promotion.
8. Why am I getting the message “IMEI/HEX MEID# invalid?”
Check that you have entered each digit of the IMEI or HEX MEID correctly. Please note,
you may also need to remove the ‘0x’ from the “HEX MEID” at the beginning of the
number before entering. If you continue to receive an invalid IMEI/HEX MEID message
and believe you have a valid offer claim, you can mail in you offer claim with the Official
Offer Claim Form at the bottom of the Terms and Conditions.
I preorder mine on bestbuy.com so how should I do this? Wait to receive new one (because of needed IME info from new phone), than take S2 to bestbuy and trade in? Akso S2 is rooted but program says "any working phone"?
not working here either...going to mail it in and take forever.
register mail?
I plan on waiting a few business days for Samsung to get their website fixed. I think that mailing the rebate in now is a little premature. Plus missing two days in the mail really isn't going to make a big deal overall.
Me too.. i'll wait until next week. Hopefully they fix it. lol
not alone
UPSGuy said:
I wasn't asking about how the rebate works. I know that part and what I have to upload. Just asking if anyone else is having a problem with the site not accepting the meid & wifi mac address and I'm not alone.
Click to expand...
Click to collapse
I spent three hours yesterday trying to upload different ways. Sprint wouldnt help and samsung cust service said they couldn't either. After numerous phone calls.
Has ANYONE been successful in submitting their info on that form?
Still same problem . I tried 5 times till i gave up and send it by mail certified with delivery confirmation lol.
Looks like the site is down for "maintenance"...
maybe that means they FINALLY realized theres a problem?
Who wants to take bets on whether the site works or not after their "maintenance" period?
Is it working now?
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
Google just sent me an rma label without me asking, does this mean my phone is definitely faulty or that they can't be bothered?
Has anyone returned theirs, do they just replace with a brand new one, recondition yours or send a reconditioned one?
At this point it should be a brand new device. Did you do advanced or standard rma?
Sent from my Pixel 2 XL using Tapatalk
What do you mean they sent you one without asking?
Did they randomly send you an email or did you raise an issue with your phone?
I've recently done mine.
I contacted Google via Chat on their warranty website.
They then asked me to email them a picture of my phone with the fault (burn in).
They then asked for another photo of the phone with the original box showing the IMEI number, or the receipt if I didn't have the box.
They then sent me another email saying they can agree to a replacement (I didn't ask for a replacement, just told them I had issues), and they emailed me an RMA label.
Because I bought my phone from a third party seller (not Google Store) they only do standard return, meaning they have to wait for my device to be returned before they send out a replacement.
You send them JUST the phone, no accessories or original box.
They then send you a brand new replacement, retail boxed with all new accessories.
danlat1415 said:
What do you mean they sent you one without asking?
Did they randomly send you an email or did you raise an issue with your phone?
I've recently done mine.
I contacted Google via Chat on their warranty website.
They then asked me to email them a picture of my phone with the fault (burn in).
They then asked for another photo of the phone with the original box showing the IMEI number, or the receipt if I didn't have the box.
They then sent me another email saying they can agree to a replacement (I didn't ask for a replacement, just told them I had issues), and they emailed me an RMA label.
Because I bought my phone from a third party seller (not Google Store) they only do standard return, meaning they have to wait for my device to be returned before they send out a replacement.
You send them JUST the phone, no accessories or original box.
They then send you a brand new replacement, retail boxed with all new accessories.
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I contacted on help site like you to discuss problems with intermittent sound through headphones and like you they just sent a label without asking.
How long did it take to get new phone?
browniegirl said:
At this point it should be a brand new device. Did you do advanced or standard rma?
Sent from my Pixel 2 XL using Tapatalk
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What's the difference? I'm guessing standard seeing as I didn't ask for it.
If you buy from Google they can do Advanced exchange, where they send you a replacement FIRST, then you send your old one back within 21 days or they charge you for it (because they have your payment details).
Standard is usually if you bought from anyone other than Google directly. You send them your old one and they then despatch a new one as soon as they acknowledge receipt.
Should take about 5 working days altogether, from the day you post yours back.
danlat1415 said:
If you buy from Google they can do Advanced exchange, where they send you a replacement FIRST, then you send your old one back within 21 days or they charge you for it (because they have your payment details).
Standard is usually if you bought from anyone other than Google directly. You send them your old one and they then despatch a new one as soon as they acknowledge receipt.
Should take about 5 working days altogether, from the day you post yours back.
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Sadly, got it from EE. Just had an email from Google saying I can try EE first if I want. Next issue is if theres a delay as I have the panda and it looks like there is a bit of a shortage of these.
I'd highly recommend going Google's exchange, not EE's.
EE phone are the only UK company to lock this phone to that network. It is a small software trick done via Google. Google will auto unlock the device after 2 years - but you can request this from EE after 6 months from the date it's first used.
Also, the bootloader is locked (oem unlocking greyed out in developer settings) - so again, everything is locked down.
Whilst this may not be an issue to most people, those who want to fix things themselves, change network (or sell their phone as unlocked when Pixel 3 comes out), or just play around with custom software, cannot do it on EE.
EE is the UK's version of Verizon....
If you use Google's exchange, they'll swap it for a Google Unlocked version in the UK.
Mine was from EE - I'm so glad I didn't use EE for the exchange, not very good customer service and would have had to wait for stock.
Google have separate stock for exchanges - so even if you have a Panda, you'll get it quicker than someone buying a new one off their Store and having a wait time.