Related
My miniUSB socket has been a little dodgy for the past week then today i pulled the charger out and the socket came out with it. This wouldn't be a problem if it wasn't for the fact i've updated the firmware to the new QTEC. Is there any way of changing the firmware over bluetooth or infrared?
I'm a bit stuck because the only way to get it fixed is either to go to t-mobile with the correct firmware on or to open it up and try and solder the miniUSB back.
I'm guessing that updating the firmware to a non-tmobile will void it? Even though this problem could never be caused by the change of firmware.
Any ideas would be really helpful (i'm pretty desperate!).
Cheers,
Nick
I would just send it in and hope they don't check/care that you have changed your ROM. BTW, I just had the same problem with the mini USB plug except mine got pushed INTO the phone. Luckily, I had the new Tmobile ROM installed (but I had done all SORTS of warranty-voiding stuff with it in the past) sorry dude.
T-mobile trying it on.
Well got the same problem my 11 month old MDA Vario's (STD T-mobile rom) socket fell into the phone when I plugged it in to recharge in mid December....
Took it into my T-mobile shop and they sent it for repair...
Now back from Christmas holiday just been in to get it and been told that its "out for quotation", phoned t-mobile direct and have been informed that their repair centre is viewing it as damage rather than warrantiable and a quotation is on its way to me....
Totally unacceptable of course, its a design or build problem, was very angry when I came off the phone to T-mobile...
And now I read that T-mobile on both sides of the atlantic are accepting this fault as warrantiable.
Would be interested in the details of anyone who has had this problem and had it repaired by t-mobile (particularly in the UK)...
Will be talking to the Consumer Direct (part of UK Gov's Office of Fair Trading) on Monday and hopefully getting them to investigate....
Any help advise or experiences more than welcomed Thanks...
Oh and sorry for semi shanghaing the thread!!
I have had this issue twice . both were warrantable exchanges . no hassle from tmobile . 1 of the csr reps even told it happened to her twice so she already knew what the situation was and set up the warranty exchange no questions asked. fyi I'm in america nyc to be exact. hopefully I never experience it again. but hey I'm still under warranty and with 3 day shipping I wasn't down more then 1 and a half business days (broke and ordered replacement on a monday night, replacement arrive by ups on wed early afternoon. well worth the $15 shipping charge)
p.s. the 1st one I exchanged I flashed a cooked rom on it and cid and sim unlocked it . I just did a hard reset and hoped they never caught it. lol that was almost a year a go never been charged for it. also the worst that will happen (atleast tmo usa) if tmo determines your damage to be out of warranty is they'll charge you a $100 out of warranty fee. likey 2 phone bills later but you get ya replacement 3-5 days later. well worth taking the "gamble" of warranty exchange
just happened to me...it pretty much fell out. tmo just exchanged it. it had been a warranty exchange phone that the usb fell out on. the one they sent me had a bad speaker, so i got yet another warranty exchange (2 in less than a week)...these are refurbs that they use for warranty exchanges, so test them out pretty well when you first get them. this one from yesterday so far is really nice. the silo is tight, the slider is very tight (both issues with the broken usb one) the sound is great...so i am in the process of making all my rom mods now.
the tmo rep had heard about the usb issue before, so apparently, it is not uncommon!
Thanks for your replies, so it looks like Tmobile US accept its warrantiable and Tmobile UK dont......
Any positive UK responses ????
Thanks again
Simon
T-Mobile not budging
Well have just given T-Mobile UK customer service one last try and got the same response...
"if their engineers say its not warrantiable, its not warrantiable", no need to give a reason why, no reason to take into account the presedence of cases where this very fault has been repaired under warranty.
I have spoken to the UK Governments Consumer Direct team and will be writting a letter to T-mobile giving them notice that I plan to pursue legal action under the Supply of Goods and Services Act 1982....
As the goods supplied were not of satisfactory quality and have not lasted a satisfactory period of time (the length of the 18 month contract would have been a good start)
Anyway any more experiences of this problem and how T-mobile responded???
SIMONG said:
Well have just given T-Mobile UK customer service one last try and got the same response...
"if their engineers say its not warrantiable, its not warrantiable", no need to give a reason why, no reason to take into account the presedence of cases where this very fault has been repaired under warranty.
I have spoken to the UK Governments Consumer Direct team and will be writting a letter to T-mobile giving them notice that I plan to pursue legal action under the Supply of Goods and Services Act 1982....
As the goods supplied were not of satisfactory quality and have not lasted a satisfactory period of time (the length of the 18 month contract would have been a good start)
Anyway any more experiences of this problem and how T-mobile responded???
Click to expand...
Click to collapse
Good move on this, please keep me updated, I'm a UK T-mobile customer also.
OK so while I wait for T-mobiles response ot my warning of legal action letter, have set up this email addie....
[email protected]
If anyones had the socket breaking problem, could the email me a few details of who they are what their network is and what happened....
pretty sure as an early adopter with the problem, that this may be the tip of the forthcoming iceberg...
obviously no information you give will be used for anything other than my discussion with t-mobile!!!!
thanks
Simon
Success!!!!!!
OK so the long and the short of it, I am now in possession of a nearly new MDA vario replacement unit from T-mobile UK.
Last Friday I had a call from their email customer services department (and then a call today from their letter customer services department more of this later but worth noting that they are different teams apparently working independantly of each other and both far more qualified to help with real problems than the 150 service... infact the email customer services rep todl me to email instead of phone in future....).
After half an hour with the lady repeating the T-mobile party line, which included the fact that having spoken to the engineers and the T-mobile legal team, she could confirm that the UK Supply of goods and services Act 1982 on covered phones for 6 months.... an interesting "fact" completely against the letter of that law and against the understanding of the office of fair trading's understanding..
And having finally moved her onto the more interesting if its damage why does T-mobile US fix it under warranty.....
We concluded with her advising me that the T-mobile engineers wouldnt touch the phone under warranty and that she would talk to my local company store and call me back in 10 minutes.
I assumed thats the last I would hear of her, but give her due respect, 30 minutes later she phoned back and told me she had talked to the shop was more aware of the total situation and.....
Would be sending me out the replacement phone over night by next day recorded delivery!!!!
She also offered me some compensation for my T-rouble (1 months contract fee refunded) which I didnt expect but willingly accepted!!!
Best of all next morning when the phone arrived it was a complete set, so spare battery charger, case, backplate (with rubber still in shock horror!!!) and a couple of styluses!!!!!
So my faith is once more restored int T-mobile, hopefully this was a jink in the generally excellent service I have had from them... (here's hoping!!!)
Anyway today the registered letter must have landed as I had a call from their letter based customer service department (an even more helpful person still!!)... checking to make sure I was happy.. thought it might be a crossed wire but no she knew about the replacement phone!!
This lady listened to my full story again, including mentioning my "new" email address as above and the posts on this site... she advised that she will be looking into the issue further and seemed very interested in the number of responses I had had from my previous post......
Supposedly I will be getting her email address (not got it yet!!) so that I can send her contact details of those UK t-mobile customers with the problem that have contacted me (obviously will be asking your permissions first!!!)...
So not promising anything (cos I cant) but if you are a UK T-mobile customer with this problem let me know on the email address above, guess it cant hurt!!!
Simon
p.s. thanks for all the help and support and stories of success!!!!
Congratulations!
As my phone had taken a bath at one stage and I'd opened it to clean it up, I guessed that I would have no luck with a warranty claim for my broken USB socket. I just got it back this morning from being repaired by a bloke at the market - £35 for a new socket to be soldered on. It charges and ActiveSync worked initially but then disconnected after a few minutes - so I need to decide whether to do without it again for a few days while they have another go, or just use USB to charge, and sync over GPRS.
ok got the email address and apologies to eileen but she sent it before my last post, must have got caught up in gmail somewhere....
will compile any stuff received over the next week or so and send it to her.
cheers simon
hmmm
simon i have been reading the post's and im also in the position you was in. i am at this moment in time having issues with t-mobile on fixing my mda (usb port) i have just got off the phone to HTC europe who make the phones and they are not prepared ton fix the phone if t-mobile dont ppick up the tab HMMMM! im at a loose end here banging my head at a brick wall. can anyone help.
many thanx
mikey
OK OK so I guess I spoke to soon......
6 months on and guess what.........
Unplugged the usb cable from my vario last night and "pop" the socket moved forward with the cable.
Not having the patience to go through all the loops.. I pulled up the last contact details I had from my previous problems and called the internal number given...
This gave me an 0845 number for the customer complaints team as apposed to customer service).
Gave that a call and was picked up by a T-mobile staff member called Carmen... who's surname appears to be "....no my name is just Carmen...." and amongst being told that not having a current case I shouldnt be using the number, I went back through the normal high quality T-mobile hoop.
This being the one that starts at Disdain and cynicism and endeds up at dismissal and a shouting Customer Service Rep (Do they really not train their staff at T-Mobile...). Actually the conversation ended with her tell me she couldnt deal with me anymore and that I had to phone 015!!!!
Anyway long and the short of it.....
My contract is up in three week so the implication was that I was just after a free upgrade... Explained that no I wanted a working phone so that I could continue my contract until the Kaiser came out and then negotiate a new contract with them.
Told that I could have an early upgrade but definitely not a repair or replacement, now at this point just to be clear they have offered me a Vario II at £240..... Obviously not an option.
Also gave me the T-mobile party line that they only supply the Network service not the phone as its a freebie.... As explained before this means it is not covered under the Sale of Goods act.... But unfortunately for T-mo it is definitely irrefutably covered under the Supply of Goods and Services Act 1982.
So here we are valued premium customer or so they tell me, to close to the end of their contract to have their phone repaired or replaced, but only able to "upgrade" at £250 or a significant downgrade.
Consumer rights be damned..
Anyway another letter in to them, threatening small claims court... got a feeling that this time I may just have to get my suit out and dusted down.
Will keep you all updated......
p.s. [email protected] is active again..... if any of you want to add to my little list of affected customers!!!!
i have the same problem. but i am using cingular since the mda came out way b4 the 8125. anyhow how can i get tmobile to fix it?? can i?? my brother have tmobile.
So I've been reading the "let us file a complain to SE..." thread lately cuz well...you guess it...my phone developed a crack.
Anyway, I did see that some people have been getting "reconditioned units" that look worse than the ones they already have.
So, how many of you guys have had problems with the service offered by SE/Authorized dealers?
Really interested in this poll, since I just let my X1 to an authorized center...
However, I must admit that I am really unsatisfied with the repai time: they told me that I have to wait 15 working days! Man, what was the premium price for?!
I sent my phone in Tuesday and they still haven't received the phone even though the service center is 35miles away from here...
Add 3-5 working days to get my phone fixed plus another week to get my phone back...so I think I'm there as well
I got back the same phone after I sent it in for a software glitch that I failed repairing myself. It got back in exactly the same condition and earlier than I had thought.
My X1's screen started blacking out when slid open, so I reluctantly sent it in, having heard a lot about cracked plastics and scratched battery covers.
I got it back in just 3 days, which is apparently unusual even for SE service here. No extra scratches or damage.
Oh, and they didn't notice the Hard-SPL...
Well - i got my replacement through vodafone so it doesnt really count
Reading some of the Dutch Forums (e.g. tweakers.net), the average time is 6 weeks for Netherlands. Some poor guy waited 19 weeks.
http://gathering.tweakers.net/forum/list_messages/1326523/20
That's almost HALF A YEAR.
Mine had stylus crack, battery crack, chipped case in three places.
4 weeks since I sent it in, and counting..
OMFG!
How is that possible???
Jeez man...4 weeks? How is it that you haven't killed them already?
If I don't have it by the end of next week I'm gonna drive there myself and have a talk with them...
wow....this is pathetic.
some of the buttons arent working smoothly these days..which means i am screwed if i send it for repair
seems im d only one wit a good story bout this..i got my phone back like 4 days
I sent my x1 to service because left-right buttons plus all other front buttons and touchpad were getting dead.i have to wait 15 min and reset phone 5 or 10 times to get device normal.f*ck sake!i am on contract with my service provider.they said i must wait minimum 2weeks just for answer REPAIR or Change.afterwards i must wait another 2weeks for repair or get new unit.i am gonna have big fight with SE.i am very disapointed.i am not gonna buy any other sony products even sony movies films
I went to a Vodafone store with repair service. Somehow they are authorized to repair phones for warranty. I only had to show my phone, they ordered the parts and they texted me when they received the parts. Then I could wait for it on location while they repaired my phone. I think that's a great service but it's more thanks to Vodafone. I live in the Netherlands, The Hague.
MAkS1 said:
I went to a Vodafone store with repair service. Somehow they are authorized to repair phones for warranty. I only had to show my phone, they ordered the parts and they texted me when they received the parts. Then I could wait for it on location while they repaired my phone. I think that's a great service but it's more thanks to Vodafone. I live in the Netherlands, The Hague.
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Click to collapse
Hmmm, yes, so:
- SE repair service sucks
- Vodafone is great
But I really think that 4weeks is the maxiimum amout of time I would wait for a repair, not just a phone repair but whatever else. Never experienced a repair time longer than 4 weeks, and I would have been really upset hearing about 19 weeks!!!
But what about the repaired phone? Apart from Vodafone people, in ehat condition were your "new" phone? can you be more verbose than the poll?
MAkS1 said:
I went to a Vodafone store with repair service. Somehow they are authorized to repair phones for warranty. I only had to show my phone, they ordered the parts and they texted me when they received the parts. Then I could wait for it on location while they repaired my phone. I think that's a great service but it's more thanks to Vodafone. I live in the Netherlands, The Hague.
Click to expand...
Click to collapse
Hmmm, u were lucky. This is what the Netherlands is like most of the time Mine was out of contract, but the problem is not the shop I went through in Rotterdam - been getting my phones from them for a few years now. I suspect it's the guys in NL who bought the service contract from Sony.
[email protected] said:
But what about the repaired phone? Apart from Vodafone people, in ehat condition were your "new" phone? can you be more verbose than the poll?
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Click to collapse
Perfectly repaired, but unfortunately now, a month later, I have 3 cracks. The parts are in so I have to go to the store again. I don't want to go to the store twice every month...
Well,
I brought my phone to an SE Service Center around my Corner. The Display shaked a little. I brought it in on the 7.5.09
Those guys sent the phone to the Xperia guys. Seems that only some people can fix it.
Well, I have not got it back yet. :-(
So I called the Xperia line. The told me, that they did not received it yet...
But the guy was friendly. He is now starting to find my phone. We will see what happens.
Cheers
Jens
SONYERICSSON or a Network Provider???
Come on, in order for this poll to have any impact or make any sense, it should include at least WHICH Country and if SE direct or through a Service/Network Provider! Otherwise its just hot air!
I waited 5/6 weeks for my replacement to arrive aftre the sound went completely.
After SE took delivery initially I received an email to let me know it had arrived. Then nothing for a week, 2 weeks, 3 weeks and so on and so on.
The tracking website was never updated and I never received emails updating me on the progress. I phoned them all the time.
After 5/6 weeks I received a refurbished phone which [TBH] is in better condition than the phone I sent for repair, no consolation really.
Yea...WHAT tracking site? They never even acknowledged the fact that they received it. I had to phone today, to find out they got it on Friday. Even though I ASKED to be informed when they would actually get it...nada.
Anyway, when I talked to the representative and told him I want my phone repaired not replaced (because mine is scratch free and in perfect condition otherwise) he was like..."OH...we'll see what we can do"
People, how hard is to replace a back cover???
But I suppose it's good business taking good scratch free phones and replacing them with "functionally equivalent" but with cosmetic damaged ones...
@michaelthemage
The poll specifies SE Service.
And how many countried would you have included in the poll?
In my opinion, in makes no relevance what country you are in (even though I KNOW there are big differences between SE service centers). SE Service is a global thing, having an international warranty (at least European for me) so in my opinion the quality of their services should be viewed as a whole.
I for one bought my phone in France but since I'm doing an internship in the UK I sent it to Banbury.
So I do think the poll does make sense and I give thanks to all who have voted/will vote and who told me their SE related stories.
I got a global warranty card with my phone but it wasn't much help when my screen died. It is supposed to be a vip service for X1 owners where you can get a replacement phone the same day at any SE service center. Not quite. If you're in a place where they don't sell it, don't expect SE in your home country to send one to the service center you're visiting, they will not, period. And if you look close at the support site there's a somewhat hidden page that shows country by country what is (not-) available.
I shipped it off with fedex to the dealer, who said they will send one in return asap if I paid the courier. It cost me about 100 usd. When they received it, they changed their mind and said they needed the original box and booklets... and they couldn't just replace the phone (ten days since I bought it) and let me send the stuff when I returned home. Cheers...
That said, when I could deliver the box I got a new phone right away from the dealer. SE had no desire to help at all.
I don't like buying phones from operators, rather be free to choose who bills me for the calls, but if the operators service team are better at customer care, I may just do that next time.
Hi, I had my Nexus One for about 4 weeks when I discovered dust under the screen. I rang the service centre who said because my phone was over 2 weeks old I couldn’t have a replacement only a repair. I sent it in for repair and it came back a week later.
I checked the phone over and it looked fine. Then 3 days later I noticed that the dust had come back again. Naturally I was very unhappy as the repair was obviously not carried out correctly or there was a fault with phone.
I then contacted the service department again to tell them I was very unhappy with the repair and what could I do to escalate the issue. I was told by Lee after he had spoken to an escalations manager that I could have a doorstep exchange. That was supposed to happen on the Wednesday.
I waited in all day for the replacement and it never arrived. I rang the service department again to ask where my phone was and was told that a doorstep exchange was not available in the UK and should not have been promised to me. They said that I had to send the phone in again for repair. I explained to them that I was not happy with the service I was getting and that I wanted to take it further. All they could offer was to have the phone looked at again and see if they could replace it.
So I sent it in again for repair and after they had had it for 4 days I rang to see what was happening as I had heard nothing. I was told that I could have a brand new replacement phone and I would receive it Friday. It came Friday and I was happier now I had a phone without dust under the screen. That was until I used it when the lighting in the room was low. I then noticed that the soft key lights were not illuminating. I really could not believe this from a supposedly brand new phone.
So yet again I rang the service department explained my problem to Sebastian and he said that the service I had received was not good enough and he would pass it onto his escalations manager and that he would ring me Monday morning which is today. He didn’t ring Dominic did and said that my phone would have to go for repair again.
At this stage I am now that fed up with the whole thing I could not be bothered arguing anymore, as over the weekend the phone had got dust under the screen just like my last one had. So today I am sending my phone in again. It also means that the service centre has had the phone longer in their possession than I have had since owning it.
I like the phone just not the quality of the build of it and also the outcome of service from the service centre.
I would like someone to contact me and explain why I have had so many problems and also insurance that I will have a working phone eventually.
johnboywilson said:
Hi, i had my Nexus One for about 4 weeks when i discovered dust under the screen. I rang the service centre who said because my phone was over 2 weeks old i couldnt have a replacement only a repair. I sent it in for repair and it came back a week later. I checked the phone over and it looked fine. Then 3 days later i noticed that the dust had come back again. Naturally i was very unhappy as the repair was obviously not carried out correctly or there was a fault with phone. I then contacted the service department again to tell them i was very unhappy with the repair and what could i do to escalate the issue. I was told by Lee after he had spoken to an esculations manager that i could have a doorstep exchange. That was supposed to happen on the Wednesday. I waited in all day for the replacement and it never arrived. I rang the service department again to ask where my phone was and was told that a doorstep exchange was not available in the UK and should not have been promised to me. They said that i had to send the phone in again for repair. I explained to them that i was not happy with the service i was getting and that i wanted to take it furthur. All they could offer was to have the phone looked at again and see if they could replace it. So i sent it in again for repair and after they had had it for 4 days i rang to see what was happening as i had heard nothing. I was told that i could have a brand new replacement phone and i would receive it Friday. It came Friday and i was happier now i had a phone without dust under the screen. That was until i used it when the lighting in the room was low. I then noticed that the soft key lights were not illuminating. I really could not believe this from a supposedley brand new phone. So yet again i rang the service department explained my problem to Sebastian and he said that the service i had received was not good enough and he would pass it onto his escalations manager and that he would ring me Monday morning which is today. He didnt ring Dominic did and said that my phone would have to go for repair again. At this stage i am now that fed up with the whole thing i could not be bothered arguing anymore, as over the weekend the phone had got dust under the screen just like my last one had. So today i am sending my phone in again. It also means that the service centre has had the phone longer in their possession than i have had since owning it.
I like the phone just not the quality of the build of it and also the outcome of service from the service centre.
I would like someone to contact me and explain why i have had so many problems and also an insurance that i will have a working phone eventually.
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Click to collapse
HOLY SH!!!!!!
Ever heard of PARAGRAPHS?
Im sorry to hear this bro :-( that's sad how customer service was handled very poorly. That's one heck of a luck you got.
@Paul LOL you think after all this guy has been through, he cares bout paragraphs? I probably be typing with CAPS.
Paul22000 said:
HOLY SH!!!!!!
Ever heard of PARAGRAPHS?
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Click to collapse
haha agreed... i had to follow along with a finger..
in any note.. my debacle is this... had everyone gotten the N1 for say the upgrade price of 179, would there be as much commotion over things. I think part of the unhappiness comes from spending so much on such a fine piece of tech. Dont get me wrong i agree with the OP 100% and would be just as ticked off, but I think that there comes a time when it is fine to say, screw this, just tell me what I need to do in order to make you guys work for my benefit.
let us know how the situation pans out.
you are not the only one here... i got dust, and sent to be replaced. then, the same one came back.. whats worse, the phone rattled. so, i sent it back for refund. heard nothing from them during the following 10 days after the delivery was made. i called back. they told me the phone was lost. FTW. the only solution they have now is ESCALATION...
Still waiting..
Hope you get a resolution soon.
Just out of info where are you returning the phone to? Are the service centres in the UK?
Sorry it was paragraphed in my original email. Had to copy and paste into note pad and forget to check it before posting.
I really only posted to see if anyone else had as many issues as i did.
Yes i could very nearly have typed it all in CAPITAL LETTERS!!! I was mad..
redmongoose said:
Hope you get a resolution soon.
Just out of info where are you returning the phone to? Are the service centres in the UK?
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Click to collapse
Yes UK Milton Keynes.
palosjr said:
haha agreed... i had to follow along with a finger..
in any note.. my debacle is this... had everyone gotten the N1 for say the upgrade price of 179, would there be as much commotion over things. I think part of the unhappiness comes from spending so much on such a fine piece of tech. Dont get me wrong i agree with the OP 100% and would be just as ticked off, but I think that there comes a time when it is fine to say, screw this, just tell me what I need to do in order to make you guys work for my benefit.
let us know how the situation pans out.
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Click to collapse
Yes this is the first time i have bought a phone out of conract.
Maybe i have learnt a lesson!
w00yee said:
you are not the only one here... i got dust, and sent to be replaced. then, the same one came back.. whats worse, the phone rattled. so, i sent it back for refund. heard nothing from them during the following 10 days after the delivery was made. i called back. they told me the phone was lost. FTW. the only solution they have now is ESCALATION...
Still waiting..
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Click to collapse
Oh crickey, i feel a little better now reading your post..
Do you by any chqnce have a picture of the dust under the screen? Id really like to see what this is all about
Check here:
http://forum.xda-developers.com/showthread.php?t=613115
johnboywilson said:
Hi, i had my Nexus One for about 4 weeks when i discovered dust under the screen....
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Click to collapse
Holly sh..* I would start to hate this phone ..actually, after that I don´t even dare to search for any dust .....
JoshHart said:
Do you by any chqnce have a picture of the dust under the screen? Id really like to see what this is all about
Click to expand...
Click to collapse
Its away for repair again!
w00yee said:
you are not the only one here... i got dust, and sent to be replaced. then, the same one came back.. whats worse, the phone rattled. so, i sent it back for refund. heard nothing from them during the following 10 days after the delivery was made. i called back. they told me the phone was lost. FTW. the only solution they have now is ESCALATION...
Still waiting..
Click to expand...
Click to collapse
I'd be disputing the purchase charge with my card issuer if I were you!
I had a similar issue. i tried purchasing aNexus with my Paypal Card but since it was over $500, it was declined by paypal since i had some limitations!
then i used my bank accounts debit card and tried to purchase the phone again, the shopping cart showed me 1 Nexus one phone. very good, i went through with the purchase and a few hours later i receive an automatic email stating the first purchase has been re initiated since the card was changed.
So now i had purchased 2 phone after various emails and complains, the only solution they told me was to send one of them back without opening it. and so i did. a max of 14 days was expected for the refund.
i called Several times in between those days ad said the payment should be coming soon, 16 days passed and nothing so i called again and sent google and email and i received a refund of $521 and not the $560 i paid. i emailed google and told them that the item was never opened and they told me i would get charged for restocking fees either and that it was never my fault to have purchased 2 phones rather than one.........
2 weeks later i receive the remaining refund of $40. a total of 1 month to get everything settled and i AM NOT RICH TO HAVE $600 taken for that long of a time.....
Not to mention, the other phone which i kept had the dust issue too, sent it back and received a brand new one cuz it was under the 14 days. but it had the same dust issue too. i just decided to keep it and every once in a while i get a piece of computer paper or note cards and clean it with it! YUP! thats what i do. UGhhhhh
Rusty! said:
I'd be disputing the purchase charge with my card issuer if I were you!
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Click to collapse
Well thats another story which i dare not go into
minogue said:
I had a similar issue. i tried purchasing aNexus with my Paypal Card but since it was over $500, it was declined by paypal since i had some limitations!
then i used my bank accounts debit card and tried to purchase the phone again, the shopping cart showed me 1 Nexus one phone. very good, i went through with the purchase and a few hours later i receive an automatic email stating the first purchase has been re initiated since the card was changed.
So now i had purchased 2 phone after various emails and complains, the only solution they told me was to send one of them back without opening it. and so i did. a max of 14 days was expected for the refund.
i called Several times in between those days ad said the payment should be coming soon, 16 days passed and nothing so i called again and sent google and email and i received a refund of $521 and not the $560 i paid. i emailed google and told them that the item was never opened and they told me i would get charged for restocking fees either and that it was never my fault to have purchased 2 phones rather than one.........
2 weeks later i receive the remaining refund of $40. a total of 1 month to get everything settled and i AM NOT RICH TO HAVE $600 taken for that long of a time.....
Not to mention, the other phone which i kept had the dust issue too, sent it back and received a brand new one cuz it was under the 14 days. but it had the same dust issue too. i just decided to keep it and every once in a while i get a piece of computer paper or note cards and clean it with it! YUP! thats what i do. UGhhhhh
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Oh god im hearing some stories now ive posted this!
I have another story regarding the buying of it which is also a nightmare
Crap 1st post I know. A word of warning to anyone considering getting a Streak from these guys..
So I took my Dell Streak back to Carphone Warehouse as it had reception problems. They refused to replace the device and insisted on sending it to be "Repaired". 2 weeks later it finally arrives back in store for me to collect. Now, not only was the back plate bent but the screen is smashed...Storm back to the Store where they ummed and ahhed and proceeded to "Call Support" who, apparently, had to email their repair center to investigate as they didnt know their phone number?! Cant tell me IF they will replace the device let alone when...I would seriously warn people against buying devices from this company. Simply the worst service I have ever seen.
just phone dell directly and tell them what happened, be very demanding they will send you new device... that's what I did when I bricked my streak while updating to 2.1. Just got the new phone this morning
Interesting. Might give that a go in the morning. So gutted, was really looking to firing 2.1 onto it!
Please keep us informed how you get on
Despite my protests they are going to repair it again. Noone can tell me how long this will take. I truly cant believe this is happening! It took them 2 weeks to screw it up this badly. How long will it take them to actually get it back to me working?! Anyone got Charles Dunstone`s email address? I have some choice words for him regarding his so called company.
I would phone dell and inform them what is going on and how unhappy you are about it plus i would be Bombarding CPW's Head office with complaints via email and letter
Been going at it via Twitter, Phone, Reddit and Email.
have you put it in writing?
Have you given them a definite time period to replace/repair it ?
if the answer is yes then go to your trading standards department and get them involved to help you out..
Yes that is a good idea Fards and you can never beat a good old letter to one of the board members.
I had an Acer lappy broke, cut a long story short they would not repair it so found out who was on the board from PC WORLD as i got it from there and sent a letter every day to a different Board member a week later i got a voucher to go and choose a new lappy to the value of £600 but i originally only paid £400 so good result in the end
lufc said:
Yes that is a good idea Fards and you can never beat a good old letter to one of the board members.
I had an Acer lappy broke, cut a long story short they would not repair it so found out who was on the board from PC WORLD as i got it from there and sent a letter every day to a different Board member a week later i got a voucher to go and choose a new lappy to the value of £600 but i originally only paid £400 so good result in the end
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heh, i did something similar back in the day when woolworths was about. brought minidisc player from them and a week later it died, after multiple visits,emails,letters, phone calls they wouldnt replace it or refund it so i started to send 3000 xrated post cards to multiple woolys stores aswell as the head offices of kingfisher,managers,shareholders. it made the news/local papers and 1month later i got vouchers worth 3k through the mail. totally made up for all the money id spent of postcards n stamps
Waiting for a call from them today. Have consulted trading standards and will be proceeding with a letter if I get no joy from CPW today.
mrdegriz said:
Waiting for a call from them today. Have consulted trading standards and will be proceeding with a letter if I get no joy from CPW today.
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That's ma Boy, keep us informed
Hi all,
I have to agree with the OP and seriously warn anyone off from buying a Streak through CPW as there support and customer service for the Streak is worthless although my story is a little different.
On Sunday 8th August my Streak suddenly started flashing the three lights and going into a reboot loop so first thing Monday morning phoned 02 who told me to speak to CPW. So phoned CPW who told me to take it into a store which i did was then told they don't and can't repair or exchange Streaks and to contact Dell. Spoke to Dell who told me to go back to CPW oh what fun escalated up to a manager who again insisted go back to Dell and that he would look at what could be done phoned me back to say he will call again tomorrow as had no news and haven't heard from him since.
Tuesday received an E-Mail from Dell with the phone number to call which i did was told it takes 48hrs to arrange UPS collection and the up to 10 days before i would get it or a new one back.
Thursday still no collection by UPS so phone Dell told to wait 24hrs more which i did and still no collection.
Friday call Dell again and explain it still has not been collected and ask what is going on told what i was told previously was wrong and that a Streak would be sent to me and arrive within 48hrs business days only. This sounded like the sort of service i expected.
Tuesday UPS turn up for my Streak battery and cover with just a freaking label and no new Streak lucky i had an old Jiffy bag to put it in for it's journey to Hungary and wait another 24hrs to see if my new Streak arrives of course it doesn't.
Wednesday call Dell yet again and eventually get transfered to a manager explain everything that has happened and has been said including the fact it took 8 days to collect via UPS and on Friday i was told i would have new Streak by Tuesday. I explain this is unacceptable customer service as i am paying line rental on a device i can't use that has hardware fault and it has taken 8 days just to collect and i was told i would have a new device with me by Tuesday.
He tries to tell me thier systems aren't set up right as it's new and sorry for the delay i explain as a customer that really shouldn't be my problem and that if they can't support selling a product they shouldn't sell it. Say's he will look into it and call me back with an update of course no return call as of yet.
So far i have been really calm and polite but enough is enough tomorrow i am not going to accept being fobbed of with promised call backs i want a new Streak sent to me within 48hrs especially as i read that Dell are doing this for people so why not me.
I would advise not buying anything not from the Network the reason i bought my Streak from CPW in the first place and not 02 was it was meant to be Sim Free as all CPW normally are and i was going to get it sooner. It turns out i got it after i could of from an 02 store it's not Sim Free as in unlocked and CPW are totally useless and offer no support even though they sold me the device.
I love my Streak and think it's a great device but Dell seriously need to get their act together or forget selling smart phones a not very happy Streak user right now.
Marc
Just rang the little dears to be told "We dont open til 10" They must need a lie in after a hard days ripping people off!!
Apparently, now it has gone to Birmingham..Bloody phone gets around more than I do!! I have to wait a week for my replacement...By which time CPW will have had my Streak for as long as I have...Superb!
@mrdegriz
I have no idea why yours has gone to Birmingham as i was told CPW can't repair Streaks as they don't have any parts or software to do so. As i said above mine took 9 days to be collected by UPS and is now on its way to Hungary and should be back within 10 days which i will be interested to see how true that turns out.
Both CPW and Dell have been utterly useless and after this i won't be dealing with either of them again nor 02 for that matter. I have just bought a Galaxy S direct from VodaFone and will sell the Streak or just use it for mucking around with if and when it ever gets back.
Marc
Anyone got recent experience of the repair service in UK?
Have just send my HD to have the touch screen repaired only to find out that their repair center is not good.
Any experiences?
Rob.
I just recently sent mine back. They returned it with the same fault I sent it in for. All they did was a factory reset.
This sounds familiar, I sent my wife's desire back 3 times with speaker noise. Came back reset every time with the same problem. After many phone calls and a letter to the CEO we were contacted by a Regional Customer Care Manager who again was worse than useless. Stand your ground as HTC policy is to replace phones after 3 failed attempts to repair the same fault. Hope this is useful.
I quoted the sale of goods act to Phones4U that states the retailer is liable for repairs, etc... I got a replacement sent out in 3-4 days.
I have the number of the Written Complaints Team of Phones4U if anyone needs it. I didn't write to them.
andyharney said:
I just recently sent mine back. They returned it with the same fault I sent it in for. All they did was a factory reset.
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Same experience.
Sent from my Desire HD using XDA App
Although IANAL as Andy states in the UK your contract is with the retailer not the manufacturer, so it's the retailer who is required to sort the problems out, they can ask you to deal with the manufacturer direct BUT you are not obliged to do so.
They all get sent to HTC anyway and because Carphone Warehouse are doubly useless I chose to send mine to HTC direct.
I got my phone back within 3 weeks. I have no idea if they fixed it or not because they neglected to return my battery. I have now been waiting for a week for HTC to get stock back in again.
Shambles.
I really feel for you fellers as I've been on the arse end of rubbish repair service with a SONY, NOKIA & Phones4U in the past. My son's wildfire just came back from the UK repair centre & I have been absolutely amazed atwith all of it. From the inital call to the return of the phone - for a non working screen - 3 days, 3 days! Received this AM & so far all seems as it ought to be. Maybe I got lucky (& I do hope this positive post doesn't snap back & bite me on the butt) but I can't complain at all.
(That's killed it, I just know I've opened a world of pain for meself now )
Oh & I hope all you experiencing bad service really do get your stuff sorted to your satisfaction asap.
My first Desire HD bricked itself doing an OTA update, so I sent it back. I say "sent"... here's a rough timeline:
Monday @ 9am approx. - Called HTC
Monday @ 2pm approx. - Phone was picked up by courier!
Thursday - Received email to say the phone was fixed and was on the way back.
Monday @ 12 approx. - Received phone back from courier.
Bear in mind the Friday and second Monday were public holidays, so on a normal week I would have had it back on the Friday I think. As for the repair, they replaced the mainboard, shell and battery were original. I checked the hardware IDs etc, but HTC also confirmed the board replace when I called them.
All in all, I was quite satisfied. The only improvement would be to offer while you wait service by travelling to Milton Keynes and being in person.
That's pretty good. Far better than I received, here's my timeline.
Wk1 - Friday @ 10AM - Contacted HTC (Vibration Motor Failure) - Advised of 20+ days turnaround time due to repair centre re-location.
Wk2 - Tuesday @ Daytime - Handset picked up.
Wk3 -
Wk4 -
Wk5 -
Wk6 - Thursday @ 4PM - Contacted HTC to see where my handset was. Advised they had it and an engineer will look at it ASAP.
Wk7 - Tuesday @ Daytime - Courier returns handset. No notice given, luckily I had the day off.
Wk7 - Tuesday @ Daytime +1 - Contacted HTC - No repair made, vibration motor still faulty. Firmware updated to 2.36.405.8 - Advised of 20+ days turnaround, etc...
Wk7 - Tuesday @ Daytime +2 - Contacted Phones4U - Explained situation, got nowhere, reminded them of their responsibility under the Sale of Goods Act. "they are liable for repair, repair made in a reasonable timeframe, etc...." passed to "Written Complaints Team" they agreed with shocking turnaround and arranged a replacement.
Wk7 - Friday @ 10AM - Courier delivered brand new Desire HD.
Wk8 - Wednesday @ 9AM - Courier picked up faulty Desire HD.
Wk9 - Wednesday @ Daytime - Cheque of £50 through the post as compensation for my troubles. (I did not ask for this).
Daz555 said:
They all get sent to HTC anyway and because Carphone Warehouse are doubly useless I chose to send mine to HTC direct.
I got my phone back within 3 weeks. I have no idea if they fixed it or not because they neglected to return my battery. I have now been waiting for a week for HTC to get stock back in again.
Shambles.
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Yes agreed, but you are absolving them of responsibility by going it alone, which may make life more difficult for you in the long run.
Here is the reason I'm getting worried:
http://www.theregister.co.uk/2011/05/18/htc_failed_support/
The phone cost so much in the first place that I figured it best to get it sorted as soon as.
All the posts I logged about not being able to allow apps root etc, turns out it was the touch panel the whole time.
Since December when i got the phone I was thinking it was just me
I dropped it into a Vodafone Ireland shop so if it gets lost or comes back with the same fault, at least I will have someone to argue with.
Am back to using my old Omnia i900. Man is this thing a donkey. Hope my HD makes it back to me soon in one 100% working piece.
To those who have rooted their device and needed repair, do you need to unroot and S-on your device before sending?
nm8 said:
To those who have rooted their device and needed repair, do you need to unroot and S-on your device before sending?
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It wouldn't do you any harm, but in the UK at least they can't decline a hardware warranty claim because you've rooted
I just ran the stock RUU over mine before returning it.
11 days ago HTC emailed me to advise they had dispatched a new battery......guess what.......yep, nowt.
They were also delighted to inform me that they had dispatched an 8GB mSDHC card by way of compensation........genius. We had actually agreed on a 16GB card. Either way it has not arrived anyway.
Utter shambles from start to finish.
Just got a call from Vodafone to say my phone had come back from repair.
Going to head out and get it shortly. Will be interesting to see if its actually fixed.
I had a bad experience.. took them 45 days to sort out my phone.
It was sent in due to a camera blur, it blurred the right hand side. I got told it will be 5 working days... These days came and went, so I called them up, to be told it is on the priority list, which means it will be sent out asap (a couple of days). This time period came and went. Long story short, they kept telling me my phone will be sent out in the next couple of days, when really it was sat there waiting for a new camera to be delivered from Taiwan, which I found out about 30 days in.
In the end, I quote the sales and goods act, and pointed them to the direction of their terms and conditions, which state that in a delay, either party must notify the other, but they never notified me. And the Act which stated that a repair must be done in a reasonable time frame, else a replacement product must be issued.
After I sent them off a letter stating this, I had an email reply saying that my phone will be with me by next wednesday, which also came and went... on the Thirsday they rung me up, telling me a new, boxed HTC Desire HD will be sent out to me, I got that on the Friday. Makes me wonder why they didn't save time with all this messing around, read their own terms and conditions, plus check out the law before they built a repair centre!
Overall, I was glad I had a brand new phone, but annoyed with their level of service, and lack of answers. I even had Orange ringing them up requesting my phone be returned to be as they had broken the law.
Matt
Just been to collect the phone and just as well i tested it in store.
Still not fixed. All they did was reload the software!
So, its off for another repair now with alot more details added to the description.
Exactly what they did to mine, I don't understand the thought process of these "Engineers/Technicians". Repair notes state,
"Faulty Vibration Motor: Does not vibrate / distinct scratching noise when supposed to vibrate".
Somehow updating the software to 2.36.405.8 will fix an obvious hardware fault?