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I recently purchased GSM Galaxy Nexus from Expansys-US and not long after that I accidentally dropped the phone and cracked the screen. I am currently residing in US. If this happens to you, do not expect assistance from Samsung UK. They cannot assist you if you do not reside in UK. Here is the email threads that I have exchange with Samsung UK.
My First Email
I have purchased Galaxy Nexus from expansys-usa.com, but I live in XXXXX USA. I have issue where the fortified glass is cracked around the front facing camera. I need to have this issue fixed. I registered my product on UK Support site and opened up inquiry. The response I received from UK Support is that they cannot help me at all since I do not live in UK. When I try to register the galaxy nexus on US site, I was not able to do so since it can't find galaxy nexus. I really need to find out how to get this issue resolve. Please provide me step so I can talk to someone that will help me resolve this problem.
First Samsung Response Email
Customer reference number: XXXXXXXX
Email response ID: XXXXXXXX
Please quote your customer reference number when contacting Samsung
Dear XXXXX
Thank you for contacting Samsung.
I'm afraid that since your phone's screen was damaged this will not be covered under warranty anyway. I
would therefore urge you to bring your phone to a local mobile phone repair shop and ask them to repair it as
Samsung UK cannot repair this under warranty.
If you require any further assistance, please contact Samsung again and we will be more than happy to help.
Kind regards
Ciaran
Online Support Team
SAMSUNG Customer Support Centre
Second email I wrote is to ask if they can provide me a Service Center I can contact so I can receive the repair service. Here is the second response.
My Second Email
The answer you gave me is not very helpful at all. The problem is Samsung so-called fortified screen is not so fortified. It's cracked and for the ten billionth times I know that it's not cover under the freaking warranty. Now as Customer Service try to figure out how you can help me. There is no local phone repair store I know that can help repair Galaxy Nexus which has not been release in US. Why can't I send the phone to UK to get it repair? What's the cost of the repair? What's the cost to have the phone shipped back to me? Where can I send to the phone to be repair? Why can't you guys give me that information? If this is the kind of service I get from purchasing products from Samsung. I will refrain buying from Samsung altogether in the future. If you, Customer Service, can't solve this issue please escalate to your manager. If your manager can't do it, find someone who is competent and capable of assisting me in solving this issue.
Second Samsung Response Email
Customer reference number: XXXXXXXX
Email response ID: 2106733927
Please quote your customer reference number when contacting Samsung
Dear XXXXX
Thank you for contacting Samsung.
I am sorry to hear that your screen has become broken.
I would suggest you get in contact with the following service centre to see if they will accept the phone in for
repair from outside the UK.
Regeneris Limited
32 Fountain Drive
Inchinnan Buisness Park
Renfreshire
PA49RF
Glasgow
Phone +44 141 812 1111
As this damage is not covered by warranty this is the best solution I can provide you with. I hope this resolves
the issues you are facing and you get your phone back soon.
If you require any further assistance, please contact Samsung again and
we will be more than happy to help.
Kind regards
Chris
Online Support Team
SAMSUNG Customer Support Centre
Then I contacted Regeneris Limited in UK for service assistance. Here are the following email message between Regeneris and myself.
My email
Support,
I was recommended by Samsung to contact Regenersis in regards to repairing cracked screen on Samsung Galaxy Nexus. I also have been informed by Samsung that the warranty does not cover cracked screen. If Regenersis can service cracked screen on Galaxy Nexus, I am curious to find out the cost of the service plus the price of shipping to XXXXX, US. Approximately how many days will it take to fix the problem?
The screen is cracked around front facing camera.
Regenersis Email
Good Morning
Thank you for your email.
Can you please advise if you purchased your handset from the UK.
If you did then we will be able to repair this for you.
It costs roughly £100-200 for the screen to be repaired plus about £10 to return the handset back to the US.
Regards
lorna
My Email
It was purchased from http://www.expansys-usa.com/
Regenersis Email
Hi
As this handset was purchased from the USA we are unable to repair this here.
You would need to contact Samsung to find out where the handset can be repaired in the USA.
lorna
So far as you can see I have been receiving a great customer service. Even though I bought my phone form Expansis-US which is part of Expansis in UK, I was told that they cannot do anything for me in term of service. Then I wrote back another email to Samsung UK and here is what I have received for the reply.
Third Samsung Response Email
Customer reference number: XXXXXXXX
Email response ID: 2106785983
Please quote your customer reference number when contacting Samsung
Dear XXXXX
Thank you for contacting Samsung.
I am sorry to hear that your screen is broken and that Regenerise is unable to help you.
As you are not in the UK I cannot offer further support in this matter. You will need to contact SamsungUS to
find a repair centre in your area.
This information can also be found on our American website.
www.samsung.com/us
If you require any further assistance, please contact Samsung again and
we will be more than happy to help.
Kind regards
Chris
Online Support Team
SAMSUNG Customer Support Centre
From that email, Samsung UK literally informed me that I am SCREWED for purchasing their product not specifically made for US market. I am hoping that since the release of Galaxy Nexus even though it’s not the same as GSM version, I would be able to get some sort of assistance in repairing my cracked FORTIFIED screen. Please find someone that can help me getting this issue resolve. If you are going to email with the similar answer to Samsung UK, please don’t bother. I want a resolution to cracked FORTIFIED screen.
Suggestion for resolving this issue:
• Provide me a service center in US where I can service my phone.
• Provide me the cost of repairing the so called FORTIFIED screen.
• Provide me that length of time it will need to fix the issue.
I just opened up another ticket with Samsung US. Since Verizon Galaxy Nexus is available in US, I am hoping that Samsung US can help me with the problem. Stay tune for future update.
I'm probably not offering much help, but maybe you could try contacting Samsung CDN and get the info you want.
Just a thought.
Hope you get your phone fixed.
Apologies if this sounds rude, but you should've asked expansys if they would be willing to ship your phone to the UK for repairs before buying it or at least looked up Samsung's international warranty handling (as you found out-nonexistant). Handtec states in their terms that they are wiling to do this if you ship the phone to them, expansys makes no mention at all about the warranty of this phone.
I'm sure if you can buy the glass from ebay or another seller and take it to a local phone repair shop they can fix it for you.
Also-I don't believe cracked glass is covered under warranty, you would have to pay for it out of pocket regardless.
So you dropped your phone, and after one email from Samsung basically telling you it's not covered (because its not) you decided to be an ass to the customer service rep? Real nice.
I was also under the impression that Expansys-USA would handle the warranty situation for you, similar to the way Handtec does (i.e., you send the phone to Expansys, they send it to the UK to be serviced, it gets sent back to Expansys, and Expansys sends it back to you). Have you contacted them as the poster before me has suggested? Please keep us updated. I'm curious to hear how this is handled.
You went about this all wrong.
First, you need to contact expansys and use them as an intermediary.
Second, your email to Samsung USA is laughable. You seem to think that because your phone has a fortified screen, it should be invulnerable to damage.
Third, being kind and constructive will achieve more than being snide, condescending, and sarcastic. I am confident you will learn from this valuable experience.
Sent from my Galaxy Nexus using xda premium
you will not get warranty period
even if you did buy it locally
a screen damage is a PHYSICAL damage, no factory warranty covers that.
only if you buy expensive no hassle warranties from like Best Buy and such, and they will only let you fix it ONCE! that's all
just google or search ebay for replacement screens, and do it youself as many members have done in the forum
average $200 ~ $250 + shipping cost + taxes where applicable
or better yet, chop the phone to pieces and sell it as part you get more money out of it that way, then buy a new phone
This is called grey market electronics and has always been iffy.
Stock ICS OTA 4.0.3
AllGamer said:
you will not get warranty period
even if you did buy it locally
a screen damage is a PHYSICAL damage, no factory warranty covers that.
only if you buy expensive no hassle warranties from like Best Buy and such, and they will only let you fix it ONCE! that's all
just google or search ebay for replacement screens, and do it youself as many members have done in the forum
average $200 ~ $250 + shipping cost + taxes where applicable
or better yet, chop the phone to pieces and sell it as part you get more money out of it that way, then buy a new phone
Click to expand...
Click to collapse
I don't think the OP expected the screen to be fixed free of charge. Normally, if you crack your screen, the manufacturer will fix it for you for a price. For example, my mother shattered the glass on her Nexus S a few months ago and Samsung US had her send it to them and replaced the screen for something like $150. I assume this is what the OP was looking for.
the thing is on his emails tone, and the way how Tech Support or Customer Service people reads it is
"i want my screen replaced free"
so they will automatically give them the typical reply which you see quoted on the first page
he should have sent an email asking
"Which service centre do i sent my phone, to have my broken screen replace, and how much the repair it cost?"
then you will get the proper response from the CSR people or TS people
AllGamer said:
you will not get warranty period
even if you did buy it locally
a screen damage is a PHYSICAL damage, no factory warranty covers that.
only if you buy expensive no hassle warranties from like Best Buy and such, and they will only let you fix it ONCE! that's all
just google or search ebay for replacement screens, and do it youself as many members have done in the forum
average $200 ~ $250 + shipping cost + taxes where applicable
or better yet, chop the phone to pieces and sell it as part you get more money out of it that way, then buy a new phone
Click to expand...
Click to collapse
Don't mean to be rude but Best Buy's warranty is about $10 per month which is a few dollars more then carriers insurance and you get unlimited repairs, you just have to wait the 2-5 days it takes to get the refurb back. Know this from personal experience, I've sent some kids iPhone out about 5 times for cracked screens because he refuses to get a case because he doesn't have to worry about paying deductibles and nonsense.
On topic: Try buying a screen and checking out local computer repair shops. I know where I live if you buy the screen my local computer repair shop will replace it for a fee.
mcp2009 said:
Don't mean to be rude but Best Buy's warranty is about $10 per month which is a few dollars more then carriers insurance and you get unlimited repairs, you just have to wait the 2-5 days it takes to get the refurb back. Know this from personal experience,
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Click to collapse
that's a different warranty, the one i had in mind was the $250 for the life of the phone, and it is transferable to the refurb or replacement phone.
but it was not a monthly payment of $10
that might be a different plan i'm not aware of
either case i would not pay monthly, that's probably how they recoup the loses, as you will be forever paying until you cancel it
From what I've read it's near impossible to replace the glass in the phone because it's fused to the housing. Have to replace the screen and housing with glass.
AllGamer said:
the thing is on his emails tone, and the way how Tech Support or Customer Service people reads it is
"i want my screen replaced free"
so they will automatically give them the typical reply which you see quoted on the first page
he should have sent an email asking
"Which service centre do i sent my phone, to have my broken screen replace, and how much the repair it cost?"
then you will get the proper response from the CSR people or TS people
Click to expand...
Click to collapse
Agreed. OP, you definitely could have used a different tone. Either way, contact Expansys and see what they tell you. And please report back here once you do, if you don't mind. I'm sure a lot of people would be curious to hear how this will be handled.
OP, your communications with the service center is awful. To the point I could call you an ass.
The first thing you did wrong was contact Samsung UK even though you live in the US
Basically, you're like "I bought a motorcycle from Brazil and now I've gone through customs, imports, registration in Japan so I can ride it. Brazil, even though you didn't authorize the export of the motorcycle, even though you don't operate in the Japan market, even though you guys speak a different language, even though you're half a world away, I want you to take care of my motorcycle cause I crashed it into a car."
Am i missing something? You broke the screen, the GSM verison isn't avaiable in the us. You bought the unlocked UK version, find a local shop and get it repaired. No need to be an ass. Samsung didnt do anything wrong here.
I already contacted Expansys-US and there is nothing that they can do for me. They suggest that I contact Samsung UK. Those are series of emails, not just one emails from Samsung. I was polite at first but after series of emails without any answers to my questions I started to get angry.
I already know from the second email from Samsung UK that it's not cover by the warranty which I am ok. I am willing to spend money to fix the screen. It takes another 4-6 emails for me to find out that service center in UK cannot do anything at all even though I am willing to pay for the service.
In the end all Samsung could do was to inform me there is nothing they can do for me. All I want is a place where I can send my phone to be service, and I will pay for it. That's not much to ask. If they can answer my question at the beginning, I would not have been rude to them. After series of emails, I had enough. I just want to let folks know that's all.
The answer you gave me is not very helpful at all. The problem is Samsung so-called fortified screen is not so fortified. It's cracked and for the ten billionth times I know that it's not cover under the freaking warranty.
yeah, that kinda tone wont garner you any sympathy, especially if its your "SECOND EMAIL' - not quite the billionth time
grow up
The fact that you bought a grey market item means there is no warranty. ADD to the fact that you are talking to the UK arm of Samsung makes it a tough situation.
Expansys-US probably did not help you because they knew that this was something that is not covered under warranty. What did you expect them to do? Find a place that you pay to repair it and have them handle it? That's on you.
You probably will not find any luck having to do anything with the UK. Maybe try Samsung US and say you bought a Verizon GN and ask them if they would be able to repair the screen for a cost? Or ask them where you could send it?
aldo37 said:
Expansys-US probably did not help you because they knew that this was something that is not covered under warranty. What did you expect them to do? Find a place that you pay to repair it and have them handle it? That's on you.
Click to expand...
Click to collapse
I wonder if this is indeed the reason Expansys didn't help, or whether they never help w/ warranty replacement. I have a friend who wants to order the Galaxy Nexus from Expansys since they're in the U.S. I e-mailed them for him yesterday asking what their warranty policy is, but they haven't gotten back to me yet. I'm wondering if it's because they don't help you out at all. If this is the case, I don't know why anyone would order through Expansys, when companies like Handtec will act as your intermediary for warranty claims.
Hello,
I have two hardware problems with my HU from Pumpkin. Should I send it back to autopumpkin in China or could it be, that I will never see it again?
Has anyone experience with the Pumpkin service?
Thank you!
My touchscreen died (1 month old unit). Jammy on their forums said they would need to ship me a new screen... then nothing. I've emailed twice without response. I'm not thrilled with them.
Also mine has problems with the screen. It is flackering sometimes and often the screeen switches off.
So it is better to life with it, then to send it back to China.
I came onto here to write about my experience with pumpkin just yesterday. my HU is a few months old pumpkin brand bought off amazon. I started getting random phantom touches on the screen and it would swipe/touch icons and stuff i never touched it! So i decided to email pumpkin and ask for suggestion to fix. They replied within 24 hours and offered a free screen replacement along with video instructions on putting it in. The new one is on its way to me now at no cost. Their english is very "broken" but they DO have good customer service and want a satisfied customer, they also gave me links to the latest factory firmware for my unit too. Very nice
Thought i'd share my experience with them
Skater4599 said:
Their english is very "broken" but they DO have good customer service and want a satisfied customer, they also gave me links to the latest factory firmware for my unit too. Very nice
Thought i'd share my experience with them
Click to expand...
Click to collapse
Ive found the same, Poor english but quick responses and very willing to help when they can.
I would buy from them again.
My response was not as good. Flickering/dark issues. They tried to say it was software, so I did all they said. When that didn't work, they wanted me to pay shipping for a screen (over $100) and would offer no guarantee that it would work.
Nice to see that other people had good service, though. I wonder if they are friendlier to Amazon customers because they fear Amazon coming back on them. I bought directly from autopumpkin and feel that their hardware support was lacking.
NYCAR said:
My response was not as good. Flickering/dark issues. They tried to say it was software, so I did all they said. When that didn't work, they wanted me to pay shipping for a screen (over $100) and would offer no guarantee that it would work.
Nice to see that other people had good service, though. I wonder if they are friendlier to Amazon customers because they fear Amazon coming back on them. I bought directly from autopumpkin and feel that their hardware support was lacking.
Click to expand...
Click to collapse
Seems like you need to get in touch with the rep that Skater4599 talked to
NYCAR said:
My response was not as good. Flickering/dark issues. They tried to say it was software, so I did all they said. When that didn't work, they wanted me to pay shipping for a screen (over $100) and would offer no guarantee that it would work.
Nice to see that other people had good service, though. I wonder if they are friendlier to Amazon customers because they fear Amazon coming back on them. I bought directly from autopumpkin and feel that their hardware support was lacking.
Click to expand...
Click to collapse
I did get mine from Amazon and contacted them through amazon messaging, maybe that's the difference i don't know, but they at one point sent me a new screen under warranty even no shipping charges. (more than I thought was going to happen at least)
Be nice to support and realistic to yourself.
Many companies that sell global have different warranty and support/service. I.e. when you buy in Europe the same unit costs additional % to pay for repairs/warranty/replacement.
The same goes for every company I know. I can buy from Hong Kong, Russia, etc. and don't have to pay for those extra % on warranty, but of course that also means that I get no warranty if I don't pay for it.
When you buy from the Pumpkin website, you pay the price for the local market wherever they are. If that's in China and warranty there doesn't cover replacement or global replacement but only repair in the country you bought it, than you as international customer have no warrenty.
I.e. when you buy a device with warranty in Europe, you have bad luck trying to claim that warranty later in the USA or Japan or Russia. It all depends on where you buy it, local warranty, extended global or not, etc? The moment you buy from a store in your own country it's clear, you know what you pay for, or not. But whenever you go online and shop global, either you learn about the over 1.000.000 global regulations and laws or you simply live with a yes/no and don't know on forehand what you get for an answer.
Some larger companies have better support, i.e. Dell. I had a broken Screen bought in Europe that broke down when I was a few years in Russia. Dell send me the newest version cost-free across the globe to replace my broken screen. But that might not be covered by standard warranty, just a nice guy at the helpdesk. I've had with Canon the same once. But first support I got told me I was in bad luck. I called again, and than again, and third time I got a lady at the phone that was very helpful and said of course she'll prepare everything and I got a replacement within 1 week.
Same happened to me to German Telekom once when I had a broken phone. I called, called again, every time nothing. At one point, I got a Manager on the phone, a real manager from the top! Later I read in the newspaper they do that sometimes, the managers at the top working half a day the job of those below them to know about their work they are doing. And this manager said immediately of course we replace the device, next day I got a new iPhone upgraded version in my hands.
So it really matters which country, which law, which support representative, how nice do you ask, etc..
generally it's good to make the support representative feel like you are a poor person, in need of help and only him/her personally can save you. Some people I noticed called with a tone/way of speaking like:" I'm a customer, I'm the king, you are my slave, you must replace, you must for me, I paid and so you must crawl through the mud for me" of course people who talk like that get NOTHING!
So it's also how you represent yourself. Be nice, be gentle, let them know you are in need, they CAN but not MUST help you, start your conversation with:"i've had such great experience in the past..."
And if you don't have luck with 1 support representative, try again! That's no guarantee of course. Sometimes you are simply out of luck. I mean, when your printer dies after 12 years of loyal service, or your carkit dies after 6 years of service, you really think the product you bought isn't already written off economically? Of course it is. So be realistic with your claims.
Just received this. The must really appreciate us here as they will give us our money back and even collect the device.
We would like to offer our deepest apologies for the trouble you had to experience with the Note7. As you are aware, we have advised all existing Note7 customers to stop using your device, back up your data, and switch it off.
Due to this unfortunate incident and as a token of appreciation to you as our customer, we will offer you a full refund of your purchase or an exchange for any S7 range. We will also collect the defective device from your home so you don’t need to worry about returning it.
We will arrange for a courier to pick up the device from you between the time of 1pm - 6pm on Wednesday 19th October. For your safety please ensure that the device is powered down and is in its original packaging if possible. If you are not available or this time is not convenient to you, please contact 01628 402031 as soon as possible to arrange collection for the following evening.
We apologise for any inconvenience this has caused you. If you have any questions, please do not hesitate to contact us at any time.
Just got the same email and this paragraph makes me angry.........
"Due to this unfortunate incident and as a token of appreciation to you as our customer, we will offer you a full refund of your purchase or an exchange for any S7 range. We will also collect the defective device from your home so you don’t need to worry about returning it"
There is no "token of appreciation" here at all samsung!!! You are offering me nothing at all and that's just not on I'm afraid.
O2 are the same but worse, they have collected my not told me to contact them at least 24 hours after the call to talk an upgrade or cancellation I contacted them today nearly 48 hours after that call and basically got told they would refuse to do anything for 3-5 days until they actually had received and checked the device. they also offered no help with lost money for things like screen protectors and other accessories so needless to say I will never be using them again. they didn't even offer a token gesture discount on an alternative device.
so I've said they can go fornicate a rusty pole and and took up the 20% monthly discount my works offers on EE to get the Pixel XL.
Similarly composed letter in Estonia too.
Returned everything and disappointed. Will think not twice, but five times before buying Samsung products in future.
Makes me wonder what are they smoking to believe that europeans are happy to be treated worse than rest of the world.
I was just pushed a message which directed me to call Samsung on the 0330 number. Called them. Lines are closed even though it says open to 6pm saturday. Used the number ending in 1000, guy on the end said to power down phone and I will get a call back from them. I asked if they had thought this through. How do i get a call back without a phone to use. I need the money to buy a phone but cant get the refund until a long time after I have sent this one back.
This is going from bad to worse isn't it.
I was disappointed with Samsung about the faulty Note 7s, but I was not angry with them since they made some design or manufacturing mistakes which to an extent you could argue were out of their control. Or at the very least, which were not forseen.
But as they continue to mismanage this situation in this cack-handed way, I am most certainly starting to get angry. As stated in the thread earlier, people need time to plan for swapping their phones out. These are not toys, for which there is mild or no inconvenience if you are without it for a few days. These are serious pieces of equipment people rely upon in their daily lives.
I won't be returning mine any time soon.
I'm angry that they offered the s7e at full price. Not even a discount for our troubles. To add insult you can get the s7e cheaper elsewhere too
Most odd. In this European country the Note 7 cost 880.00€. The S7 edge cost 100.00€ LESS so hardly a fair exchange! Obvious thing to do is accept the cash back offer. Like you guys and gals I am also out of pocket big time on original Samsung accessories. Samsung in Europe have not made this an acceptable return have they. End of the day we, the consumer, have lost out on this as well as Samsung Korea.
One thing for sure, don't let the politics of the situation get in the way. Return your Note 7. Left a bitter taste in my mouth.
Ryland
its all in stages, just wait.
it was recall with refund or exchange only.
then exchange + $50 voucher
then exchange + 250 visa credit card,
and now exchange + $350 visa card, getting really hard to say no...
Mentioned the same in the other thread about UK recall.
I've tweeted them asking why it's different to the US recall.
I would be very interested to know how any complaints from guys here develop. People need to phone them and complain, get angry, threaten them by informing them you will go to every tech website and report this pathetic customer service attitude to them.
I am sick of Samsung treating the UK and Europe like we are not as important as the rest of the world. We pay more for the phone, we get less special offers, we haven't got Samsung Pay here yet, we didn't get the Note 5 and now we don't get any compensation. Just a lame email that makes it seems they are doing us a huge favour by giving us a refund! The least they could do is give us a hefty discount on the S7 Edge.
It makes me sick in the stomach.
.
so annoying .. carphone whorehouse want me to take my N7 back and have the £99 deposit back.
as far as there concerned the extra I've already been charged on my tariff doe not come into it.
so they want me to downgrade to a S7.. i had a N5 before all this which i now wish i had kept !
if i had wanted a S7 i would of bought one !!
so now its all lose lose ..
See how easy it is to complain about compensation
Guys,
I have put a post up here on XDA urging UK consumers to complain about not receiving any compensation in line with other countries.
Please take a look and please at least give it a go at following the instructions. It's really quick and simple. It may or may not get anywhere but it's certainly worth trying.
http://forum.xda-developers.com/showthread.php?t=3481067
Thanks in advance.
.
apprentice said:
Guys,
I have put a post up here on XDA urging UK consumers to complain about not receiving any compensation in line with other countries.
Please take a look and please at least give it a go at following the instructions. It's really quick and simple. It may or may not get anywhere but it's certainly worth trying.
http://forum.xda-developers.com/note...plain-t3481067
Thanks in advance.
.
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link cut short and not working
yep how this recall has been handled in the UK is a massive joke, I've already told O2 where they can go since they refuse to release my account or let me upgrade for best part of a week, basically wanting to leave me without a phone. I realise the problem has likely happened the same with all suppliers in the UK, but I'm pissed off so I'm leaving them and going else where.
for those at carphone warehouse it should be possible to get a full refund and your contract dropped to a monthly sim only contract, they can't force you to take a alternative, it is the same reason O2 had to give the option of a full refund and potential cancellation because the phone has to be returned meaning you are not getting any goods so need a full refund for those goods, the problem with the likes of carphone warehouse is the contracts include the device charge in the service charge so you lose your monthly payments that should go towards the phone, I was slightly better off on O2 as the phones are a separate credit agreement so O2 is forced to cancel it and refund me all payments I've made on it, the problem being they are going to drag it out that long I will have made another payment they will have to refund me instead of just clearing the phone off now as it has been picked up by the courier for return.
magyosha said:
link cut short and not working
Click to expand...
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Sorry. . now fixed
http://forum.xda-developers.com/showthread.php?t=3481067
Sent from my SM-N930F using Tapatalk
I am one of the lucky ones I suppose. I got mine from ee one of the first to have pre ordered, the when the 1st exchange kicked in was given 50£ for my troubles and 30 quid for accessories refund. I also got free 8gb data as ee expected a delay in delivery. Second time round I was offered a choice of upgrade for the exact same deal I had on a note 7 to get a iPhone 7 plus (grr iPhone yes I know), but it's the wife who chose it as she fancied something new. Having upgraded before the handset was exchanged left ee in a dilemma as they could not then give me a loan phone because the iPhone 7 plus won't be available until end of October possibly. They then asked me to send the note 7 handset back in for the recall and wait for my iPhone 7 plus. I advised them I had no other handset. They tried all the usual please use a previous handset and I stuck to my guns. They then offered me 50 quid to purchase a new handset as a I await for the iPhone 7 and laughed back at the chap that how could I buy a handset for 50 quid. After negotiating and arguing was given 150 quid credit for a handset as a I await my iPhone 7,so definitely benefitted from this nightmare.
marvi0 said:
I am one of the lucky ones I suppose. I got mine from ee one of the first to have pre ordered, the when the 1st exchange kicked in was given 50£ for my troubles and 30 quid for accessories refund. I also got free 8gb data as ee expected a delay in delivery. Second time round I was offered a choice of upgrade for the exact same deal I had on a note 7 to get a iPhone 7 plus (grr iPhone yes I know), but it's the wife who chose it as she fancied something new. Having upgraded before the handset was exchanged left ee in a dilemma as they could not then give me a loan phone because the iPhone 7 plus won't be available until end of October possibly. They then asked me to send the note 7 handset back in for the recall and wait for my iPhone 7 plus. I advised them I had no other handset. They tried all the usual please use a previous handset and I stuck to my guns. They then offered me 50 quid to purchase a new handset as a I await for the iPhone 7 and laughed back at the chap that how could I buy a handset for 50 quid. After negotiating and arguing was given 150 quid credit for a handset as a I await my iPhone 7,so definitely benefitted from this nightmare.
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makes me glad I am going to EE as all I got from O2 was a headache.
Belimawr said:
makes me glad I am going to EE as all I got from O2 was a headache.
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I think this has been an unprecedented issue for all involved especially second party networks like ee. Initially when the second recall was kicking in ee didn't know what to do, which is why I ended up getting nearly 250 quid from this whole mess so can't complain.
marvi0 said:
I think this has been an unprecedented issue for all involved especially second party networks like ee. Initially when the second recall was kicking in ee didn't know what to do, which is why I ended up getting nearly 250 quid from this whole mess so can't complain.
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both recalls O2 has refused to part with a penny or even offer help in a reasonable time frame, hell just to get through to the line they said I had to phone immediately I spent over an hour on hold, honestly their customer service throughout has been terrible and a total waste of space, achieving nothing other than alienating their customers.
This is my story regarding the HTC-US 1-year free replacement phone warranty, which it failed on me. If you are currently interested in any of their phones, read my story and think again.
I live in USA. About 6 months ago, I broke my phone screen. It's still functional but hurt my finger. I filed a claim for replacing my HTC10 on 11/3/2017 as it’s still within 1-year free replacement warranty. I chose the advance exchange program and I was told I will receive a new phone about 20 days due to high volume demand at that period.
A month later, I did not receive the new phone. I wrote another e-mail to HTC. No response. I called the customer service, the person said there is something they need to sort out so they will call me back. No response. I had no other way and I need my phone to be repaired soon. I found a store to fix the cracked screen for me. That cost me $180.
Since then, I’d heard nothing from HTC. They even hold my credit card balance ($599 value) for more than 3 months. Yet, today (4/19/2018) I received a phone call from someone who claimed to be from the HTC customer service. It’s been more than 5 months.
At first, the customer service staff told me that HTC will send me a new phone with a newer model, HTC U11, with no charge. I said, "Fine, I will take it.". Then that person said you must still have your HTC 10. I said, “Sure I still have it”. Then he said I have to send my HTC10 back to the company so they can send a new phone after they received it. He emphasized, “This is company policy”. The attitude was quite rude and his English accent was kind of hard to understand. I did not agree because I need a phone at any time, and it’s currently working fine (I spent $180 to fix it). I asked why not send the phone first as the program agreed then I will mail the old one back once I received it. That person repeated the same statement and tried to force me to send the phone to them first.
The call ended unpleasantly and I didn’t agree to send the phone back to HTC because it’s too suspicious. How can I trust what you said given that I never receive the phone you promised. How could I know you will send the new phone to me if I send mine to you? Nevertheless, HTC, it’s you fail to fulfill the agreement, which originally, you said you will send me a new phone within 14-20 days. I have the original chat transcript.
I felt very disappointed after receiving that phone call. I really thought I've let it go because my phone is now working fine. But that call with a very rude attitude makes me angry. It doesn't sound they want to settle the dispute but force me to give up the claim. I really couldn’t believe that’s how HTC treats its loyal customer (I’ve bought more than 8 HTC phones). I will post this anywhere on cell phone related forums and report to BBB as well. I hope these actions will get HTC attention and hope they will learn when people start taking action on them.
I hope my story warn you the bitter truth even it's coated sugar. I hope everyone really knows what they spend money for.
HTC has two ways of doing exchanges, one is where you send the phone back and get a new one. Second is they send you the phone under the pretense that you place a hold on your credit card and send them the old phone after you get the new one.
I also had a big issue with HTC, they took over 3 months to send me a new phone (although they did place a hold on my account the same day i filed a claim)
Eventually I did get my phone back. They claimed that the reason it took so long was because they were moving their repair center to Texas, and soon after a hurricane hit Texas, which delayed the process even more.
I agree, they take way too long
yungyeh said:
This is my story regarding the HTC-US 1-year free replacement phone warranty, which it failed on me. If you are currently interested in any of their phones, read my story and think again.
I live in USA. About 6 months ago, I broke my phone screen. It's still functional but hurt my finger. I filed a claim for replacing my HTC10 on 11/3/2017 as it’s still within 1-year free replacement warranty. I chose the advance exchange program and I was told I will receive a new phone about 20 days due to high volume demand at that period.
A month later, I did not receive the new phone. I wrote another e-mail to HTC. No response. I called the customer service, the person said there is something they need to sort out so they will call me back. No response. I had no other way and I need my phone to be repaired soon. I found a store to fix the cracked screen for me. That cost me $180.
Since then, I’d heard nothing from HTC. They even hold my credit card balance ($599 value) for more than 3 months. Yet, today (4/19/2018) I received a phone call from someone who claimed to be from the HTC customer service. It’s been more than 5 months.
At first, the customer service staff told me that HTC will send me a new phone with a newer model, HTC U11, with no charge. I said, "Fine, I will take it.". Then that person said you must still have your HTC 10. I said, “Sure I still have it”. Then he said I have to send my HTC10 back to the company so they can send a new phone after they received it. He emphasized, “This is company policy”. The attitude was quite rude and his English accent was kind of hard to understand. I did not agree because I need a phone at any time, and it’s currently working fine (I spent $180 to fix it). I asked why not send the phone first as the program agreed then I will mail the old one back once I received it. That person repeated the same statement and tried to force me to send the phone to them first.
The call ended unpleasantly and I didn’t agree to send the phone back to HTC because it’s too suspicious. How can I trust what you said given that I never receive the phone you promised. How could I know you will send the new phone to me if I send mine to you? Nevertheless, HTC, it’s you fail to fulfill the agreement, which originally, you said you will send me a new phone within 14-20 days. I have the original chat transcript.
I feel very disappointed after receiving that phone call. I really thought I've let it go because my phone is now working fine. But that call with a very rude attitude makes me angry. It doesn't sound they want to settle the dispute but force me to give up the claim. I really couldn’t believe that’s how HTC treats its loyal customer (I’ve bought more than 8 HTC phones). I will post this anywhere on cell phone related forums and report to BBB as well. I hope these actions will get your attention and hope you will learn when people start taking action on you.
I hope my story warn you the bitter truth even it's coated sugar. I hope everyone really knows what they spend money for.
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Took 5 months for me. They prematurely charged my card instead after having my card on hold for 3 months. Since I haven't received the phone and they already billed me (it actually posted instead of pending), I wasn't going to be paying it on my credit card bill, it was an easy charge back win. I got my money back, I finally got a new refurbished phone 2 months after. Since I got my money back, I closed my card and felt no longer obligated to send my old phone back. Never going back to HTC devices. Moved on to Samsung, which isn't any better in terms of warranty, but it's not any worse.
Guys thanks for your replies.
As I start to research this issue, I've found more bitter in their game. It seems many people didn't even receive their phones back after sending their phones to HTC for replacement if they intended to use the so-called "HTC UH OH™ Protection" program. If they asked for a repair, some of them might have to wait for several months (or in some extreme case, a year) to get their phone back. This is really ridiculous.
What terrifies me is that they have done this for years but no one had ever won a situation like this even once.
Besides BBB, is there any other customer protection group or foundation that might help a situation like this? Have you guys ever heard any winning case?
yungyeh said:
Guys thanks for your replies.
As I start to research this issue, I've found more bitter in their game. It seems many people didn't even receive their phones back after sending their phones to HTC for replacement if they intended to use the so-called "HTC UH OH™ Protection" program. If they asked for a repair, some of them might have to wait for several months (or in some extreme case, a year) to get their phone back. This is really ridiculous.
What terrifies me is that they have done this for years but no one had ever won a situation like this even once.
Besides BBB, is there any other customer protection group or foundation that might help a situation like this? Have you guys ever heard any winning case?
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Click to collapse
I won, I got a free phone from them. All I had to do was make a call to my credit card provider. They took care of it all for me.
My parents both have 5X phones purchased 1/1/2017. One phone has the bootloop issue and wont even bootup. The other still works but has had the bootloop issue periodically. We are coming up on 30months at the end of the month.
When trying the lg repair site, it states that the "device may be passed the warranted period" and to call a number if it was purchased more than 12 months ago. It also says a diagnostic and/or repair fee will be charged if the device does not meet all warranty requirements.
I called the number, the guy seemed to be reading from a script saying the warranty was 12mo from purchase and 15mo from mfr. When I mentioned the 30mo date, he told me to call google nexus support but I had read reports that they just forward you back to LG. He repeated the warranty script again. When I mentioned the 30mo thing again he said that in that case, I should send it in for repair. I asked if he can verify the 30mo and he said no. He said if they won't repair it under warranty, they'll just send the phone back. I asked about the diagnostic fee and he said that only applies to physical damage.
I am a little hesitant to just send it in based on a verbal, but I am coming up on 30mo soon.
Ideally, I'd like to send in one, wait for the other to come back the send in the second one. He said the date is based on when it is mailed out.
eng3 said:
My parents both have 5X phones purchased 1/1/2017. One phone has the bootloop issue and wont even bootup. The other still works but has had the bootloop issue periodically. We are coming up on 30months at the end of the month.
When trying the lg repair site, it states that the "device may be passed the warranted period" and to call a number if it was purchased more than 12 months ago. It also says a diagnostic and/or repair fee will be charged if the device does not meet all warranty requirements.
I called the number, the guy seemed to be reading from a script saying the warranty was 12mo from purchase and 15mo from mfr. When I mentioned the 30mo date, he told me to call google nexus support but I had read reports that they just forward you back to LG. He repeated the warranty script again. When I mentioned the 30mo thing again he said that in that case, I should send it in for repair. I asked if he can verify the 30mo and he said no. He said if they won't repair it under warranty, they'll just send the phone back. I asked about the diagnostic fee and he said that only applies to physical damage.
I am a little hesitant to just send it in based on a verbal, but I am coming up on 30mo soon.
Ideally, I'd like to send in one, wait for the other to come back the send in the second one. He said the date is based on when it is mailed out.
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i sent my girlfriends in for the bootloop and she got it in like 2016 it was past the 12 moths so the 30 moths is real just get a new rep. she got same phone back still had glass screen protector on it just new motherboard.
also they gave free shipping both ways with a prepaid label
I called again and this time the person said the bootloop was covered. Now I asked about the 30mo and she was not familiar. The 30mo ends at the end of the month. I'd like to send one phone back then the other once the other is returned but by then it will be past 30 mo. The agent said she would note it and call to setup the second rma after the first is sent back. Now at no time did they ever ask for proof of purchase so maybe they dont care about the 30mo part.
The other thing, they said that if they find any physical/water damage or the issue is not a boot loop, then we have to pay repair cost or if we decline, we have to pay a diagnostic fee ($19.95) + tax/shipping. The second phone has been having the bootloop issue intermittently so I'm a little concerned that it wont be doing it when they inspect it. I could wait til it gets worse but who knows when this free repair period will end