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Hi all
Just a quick note for anyone considering MPD, but scared by bad feedback.
I ordered yesterday (Tuesday) at around 12PM, had an email confirming dispatch around 2PM and the phone arrived today (Wednesday) before 9:30.
I can't knock that!
note: this was on T-mobile
I've bought 1 phone from them, my i900, I sent them a lot of email beforehand to discuss the tarriff which the replied to promptly. They then sent out my phone next day delivery but only sent out 1 car charger when I ordered 2. A couple of days later and without any hassle a second charger arrived.
I think they give a good service
Yeah they dont seem to bad. I ordered sunday and got wednesday. Only gripe is-dont phone their southampton store or the number on their website, bunch of ignorant btards. Call their Reading Nokia store and get them to liase with the 'web team'.
I spoke to a very curteous chap called 'Robin', top bloke
Different experience to you guys
I ordered my phone from them Tuesday after being told via an online chat with them that they had the HD2 in stock only to then discover that stock was pending. I attempted to contact them to find out eta on delivery. Several non returned phone calls and several unanswered (but read) emails I have cancelled.
I personally will never use them again...and I still have not received the phone.
jazzsahota said:
I ordered my phone from them Tuesday after being told via an online chat with them that they had the HD2 in stock only to then discover that stock was pending. I attempted to contact them to find out eta on delivery. Several non returned phone calls and several unanswered (but read) emails I have cancelled.
I personally will never use them again...and I still have not received the phone.
Click to expand...
Click to collapse
Back to business as usual. I thought the above messages sounded too good to be true. lol.
I was a little inspired by the thread below and so I decided to share my horror story with you all. Interestingly some of the names in that story are the same.
forum.xda-developers.com /showthread.php?t=789525
For your reading pleasure I have copied here a letter I wrote to Peter Chou, CEO of HTC (and others). The surnames have been removed to protect the guilty.
I will provide updates when I get them.
Dear Mr Chou,
I'm a computer programmer and open-source enthusiast. I have been very impressed by HTC's line of Android-powered phones. They combine the power of the latest smart phone technology with the flexibility of open-source software. I watched for months as various companies released various phones in search of the right phone for me. Many of the offereings by other companies just didn't fit the bill. I eventually settled on the HTC Hero because it was finally a phone that would do everything I wanted and I could also write programs for it myself. Since then I have immensely enjoyed the experience of the phone and have recommended HTC to many of my friends (who generally listen to my advice). I went out of my way to buy this particular phone because I was convinced that HTC was a good brand and that this was the right phone for me. I live in Australia but I bought the phone while I was overseas in Europe since it was not on sale yet in Australia. My recent experience with your global warranty repair centre in the USA has shaken my confidence of your brand and I have stopped recommending that my friends buy HTC phones based on the poor level of customer service I have experienced. My problem with getting the phone repaired under warranty is ongoing and as of today I am still without a fully functional phone. If you could take the time to read the details of my complaint below and suggest a remedy for my problem that would be greatly appreciated. After more than five months battling with the warranty centre I feel they are not able to resolve my problem.
I first sent my phone for repairs to HTC on the 6th of May 2010 and it is still not repaired or replaced as of today the 7th of October 2010. I have had five months without a fully functional phone. I have spent five months waiting for correspondence from the repair centre and been forced to call many times when it was clear they would not contact me. Briefly, my phone had two problems - one of which was fixed and one wasn't. The phone was returned to me and I then contacted HTC to tell them they had only fixed one problem. They then spent two months trying to figure out how to arrange to have Fedex pick the phone back up so it could be fixed a second time, it was with HTC for a month and was then eventually retuned with the original problem still present. After a further six weeks of being promised that replacement phone would be sent I have not received it and I am constantly told by your staff that I should just wait a few more days.
There were multiple points of failure in your systems which have led to me still being without a phone and I'll outline them below. At the end of this email I have detailed all of the correspondence I have had with HTC so you can see just how much trouble this has been for me. I have spent a total of 10.5 hours on the phone with your staff over the last five months and they still have not fixed and returned, or replaced my phone. These calls have cost me dearly in international call costs as well as lost time having to stay up at night waiting for your staff to get in to work. I expect better of an international company like HTC. I especially expect better than what I got after I paid so much money for a phone that I haven't been able to use for five months.
My phone is a GSM HTC Hero with S/N HXXXXXXXX6 (however the main board was changed during the repair process, so this may have changed).
Here I will list the failures of your warranty system, and attached is a detailed description of all of the events surrounding this issue.
1. HTC Australia doesn't cover warranty on phones bought outside Australia. For pure convenience alone this is absolutely appalling.
HTC Australia imports identical phones to mine (GSM HTC Hero) and sells them here. It is just unbelievable that they don't cover warranty repairs on identical phones bought overseas. This complicates postage and communication with the service centre immensely. Instead of making a local call during normal hours to check the status of my repair I have had to call international at great expense and in the middle of the night.
2. HTC Warranty repair centre in the USA can't make international phone calls.
Since I am forced to use an international repair centre to get my phone fixed it should be entirely reasonable that the centre should be able to communicate with me. The "policy" that international calls are not allowed basically means that I can't be contacted by phone to be told of the status of my repair. Despite the fact that my phone has been under warranty repair status for over three months, this policy has not been modified or changed for my special circumstance. It is just unacceptable that I am forced to use an overseas warranty centre, but that centre is not allowed to call me.
3. Staff at the HTC Warranty repair centre don't all know about the ban on international calls.
Multiple times when talking to phone staff at HTC I was told I would get a call back. Very few staff realised that they could not call me back because of the ban on making international calls. As a result of this I have been left waiting for days multiple times waiting for a call I was promised to receive. Once I finally found out that international calls were banned I had to remind the staff each time I spoke to them that they couldn't call me back and that they would have to email me back instead. Most of the time this caught them by surprise.
4. HTC failed to contact me during this entire five month ordeal.
Ignoring the couple of automated emails I got at the very beginning telling me that the RMA had been setup I received a grand total of ONE email from HTC in the first three months during the first two repair attampts. I was told EVERY SINGLE TIME I spoke to them on the phone (at least 28 times) that I should expect an email in the next few days telling me about the status of my repair. I received a total of ONE email, and ZERO phone calls the entire time. I would not care so much if I was told that there was no way for HTC to contact me, but every time I spoke to someone on the phone I was told to expect an email in the next few days and none ever came. This is simply appalling customer service. This is the kind of neglect that you expect from low-quality brands who don't care about their image. This is the kind of thing that drives customers away. How hard is it to send me an email? How hard is it to set a reminder for someone to check the status of my repair and contact me about it? Is it really that difficult? This point absolutely infuriates me. Every time I called customer service I reminded them that they had never sent any of the emails they said they would and all they said was that they were sorry and that I should just keep waiting. Absolutely unacceptable. Just appalling behaviour.
5. HTC did not fix my phone the first time.
There were two problems I reported on the first RMA and only one of them was fixed. It is clear that the warranty repair department did not read the instructions properly before they began working on the device.
6. HTC did not contact me before they sent the phone back the first time.
If HTC had contacted me before they returned the phone I would have asked them to check that both problems were fixed. Instead they shipped the phone back to me without any notice, and subsequently it was returned with one problem still present (and immediately obvious).
7. HTC did not fix my phone the second time either.
After spending three months on the phone with the HTC staff the phone was returned unrepaired! That is breathtaking incompetence!
8. HTC staff do not understand how to use Fedex.
This is a serious issue. For two months I waited for the "pre-paid label" which I was meant to be sent so that I could return the phone for a second time at HTC's expense. Not a single person I spoke to understood how Fedex worked nor how HTC's return shipment system worked. It took two months to send me what is essentially a filled out Fedex waybill. The kind that any business has in the stationary cupboard. At first I was told to expect a pre-paid label by email. After several phonecalls and a few weeks of waiting that never came. Then I was told that, no, I was going to receive a paper pre-paid label via post. Again that never came. Then I spoke to someone who had the bright idea to get Fedex on the phone so we could all work it out together. After 3 seconds on the phone with Fedex the HTC staff member realised I was not in the USA and hung up on Fedex. The label still never arrived. After about three weeks of calling I was told that actually, no, since I was overseas I wouldn't be sent a pre-paid label and I would have to pay for it myself. I protested to this appalling level of warranty service and it was agreed that I would be sent a pre-paid label. Still it didn't arrive. I called numerous times and asked for the Fedex account number so that I could just fill out a waybill myself, but I was told that wouldn't work (of course it would). I was told numerous times that I should expect an email any day, but no email ever came. I was lied to constantly by people who did not know how to do their job. Fedex is one of the most simple and convenient services on the planet. If you want something shipped to you or shipped to someone else you call them and they come and pick it up. If you don't have the right paperwork they will bring it with them. What I finally received months after my initial request was a stock-standard Fedex waybill with the HTC address filled in and the HTC account number filled in. If HTC was not so unbelievably stupid they could have just given my the account number on day 1 and I could have called Fedex and had it picked up that day. Instead I had to spend two months on the phone with idiots who don't know how to use the most convenient service in the world. You should fire the entire call centre staff and the entire packaging/receiving staff in your US warranty centre. They do not know how to ship a package overseas, and that is their job!
9. Your warranty repair centre moved locations and I was not told.
Between the creation of the second RMA and the arrival of the Fedex waybill you moved your service centre from Houston TX to Stafford TX. Fortunately the waybill had the correct address, but had I returned the phone using my own methods it could have ended up going to the old address! At no point was I contacted to tell me that the address had changed and that I should ship my phone to the new address. Another failure in your system.
10. I was not told to include an FCC form with my shipment.
The staff at your call centre did not tell me in any of the conversations we had that I would be required to fill in an FCC form to send my phone to the USA. Fedex knew all about it, but your staff were completely clueless. My phone was delayed in its return shipment by a week because it was held up at customs waiting for me to fill in a form. I should have been told about this, and your staff clearly have no experience dealing with international warranties.
11. Your call centre is not in the same state as the repair centre.
The staff at your call centre, who I've been on the phone with for over 7 hours are not even in the same state as the people fixing my phone. Between the 16th of July when my phone was delivered by Fedex to HTC and 6th of August when HTC finally found it noone at the call centre could tell me where my phone was or if you had it at all. It was impossible for someone at the call centre to walk over and find out where my phone is, and it was impossible for the supervisors also. The staff who have the job of fixing my problems have absolutely no way of knowing what is going on because they are not in the same building as the job that needs to be done.
12. Your call centre staff are not allowed to call the repair centre.
Absolutely baffling, is that the call centre staff along with their supervisors are not even allowed to call the repair centre! After I have been calling up for three months I found out that noone I have been speaking to can even talk to the people who are meant to be fixing my phone! They are only allowed to send emails, and once they send an email they are not allowed to check if they get a response. They have to wait for someone on the other end to send an email back. This is a black hole. How the hell can someone get something done if their communication is only one way? How can you possibly make a job like mine, that has taken three months, a high priority if you can't yell at someone? I have been yelling down the phone in the nicest possible way to your staff and they can't even pass it on! Absolutely appalling business practice right there.
13. The "supervisors" are not authorised to do anything at all I have escalated my call many many times and every time I speak to a supervisor, I may as well be speaking to a brick wall.
They have never offered to fix my problem, they have never offered to do anything but send an email to the repair centre and wait. I have even been promised direct email responses by more than one supervisor and received only one. What is the point of having a supervisor with no authority? They can't call the repair centre. They can't offer to send me a replacement phone. They can't fix my phone. They can't even tell me where my phone is. Your supervisors are completely useless, in fact worse than useless because they have taken up so much of my time and done nothing for me at all.
14. Your policy of 24--48 hours between arrival and scan-in is pointless.
I was told that you have a policy that all phones will be scanned into the system between 24--48 hours after arriving at the service centre. My phone arrived on the 16th of July and was scanned in on the 6th of August. That's 504 hours! What is the point of having a policy of 24--48 hours delay when it takes 20 times longer than that in reality?
15. There is never anyone senior to speak to at the call centre.
I have, on numerous occasions, asked to speak to someone senior. I have been put through to a “supervisor” many times but these people, as described above, have no authority. The more senior managers, I am told, are rarely there and so I have never been able to speak to one. I have to stay up late to call due to the time difference, but even if I stay up til midnight (which is 10am at the call centre) there is still never a senior management person to speak to. This is unacceptable. If the supervisor staff can't fix my problem then there needs to be someone else at hand who can.
16. After more than six weeks I have still not been sent a replacement phone
As an international phone company it should be part of your core business to send people phones. I have been battling with your company for five months to get my phone replaced and when finally it was agreed that a replacement would be sent, after six weeks I am still waiting. This is more rank incompentence.
I think I have quite thoroughly shown that your service centre/call centre in the USA is in an appalling state of mismanagement. I am without a functional phone for five months and counting, I have spent 10.5 hours on the phone paying international call rates with your staff trying to get my phone fixed and you have just shown incompetence at every level at every stage. At no point was I offered a solution which would fix my problem. At no point was I given any confidence that my problem was about to be fixed. At no point was I convinced that your staff which I spoke to so regularly had any idea about the warranty repair process they were meant to be helping me with. At no point did I receive any of the communication I was promised. Email is free and I find it just atrocious that I was promised so many emails and received only one. I have no confidence that anyone at HTC cares at all about getting me a working phone back in my hand. It is just a shocking state of affairs when a service company like your repair centre can't even communicate with its customers.
I am still waiting for the delivery of my replacement phone.
I am also awaiting your response.
Sincerely,
Me
Appendix: Record of events and all correspondence between myself and HTC USA Global Warranty Centre
I will outline the various events in time below and included a brief comment from each of the phone calls I had with HTC. I have also included the length of all of the international calls I have had to make during this period.
• October 2009 I purchased the phone outright (unlocked), a GSM HTC Hero while overseas in Europe. I brought it back to Australia and used it as my primary mobile.
• 4th May I diagnosed my phone with two problems. One where the trackball light would not go off and another where the usb connection would not work. I did a factory reset and the problems persisted.
• 4th May I called HTC Australia to check it in for warranty repairs but I was told that they could not fix it because it was bought overseas, despite the fact that HTC Australia sells the identical product here. I was told I had to call a global warranty centre to get it fixed
• 6th May (15 mins) Called HTC and spoke to HTC global warranty centre in the USA using their "freecall" number which is not free for me calling from Australia. I opened an RMA with them and they explained to me the process. I would pay for the shipping to them, and they would pay for the return shipping. I might be charged a $20 global warranty fee for the privilege of having my broken phone fixed under the warranty that I had already paid for when I bought the phone. I was told I'd receive the RMA confirmation and address via email. I was also told that the repair job itself came with a 3 month warranty.
• 6th May received RMA confirmation USMXXXXXXXXX-XXXXX via email.
• 7th May I shipped the phone to HTC via UPS at my expense.
• 12th May received HTC Global Warranty Service Invoice for $20USD via email
• 15th May received Fedex tracking number via email 4XXXXXXXXX49 Item was picked up on May 13.
• Up until this point the process was fairly swift and I was left feeling rather satisfied that my phone was fixed so quickly.
• 18th May received phone back via Fedex. I switched the phone on and immediately realised that one of the problems had not been fixed. The trackball light still remained partially illuminated as originally described all the time. The USB connection now worked.
• 18th May (20 mins) Called HTC to speak to them about the problem that was not fixed. They said they would create a new RMA, send me an email about it with instructions on how to send it back. They also said that since it was already fixed under warranty once that I would not have to pay for the return postage and I wouldn't be charged any further warranty service fees. I was told I'd receive a "pre-paid label" via email which I could use to get Fedex to come and pick up my phone at the expense of HTC
• 24th May (13 mins) Called HTC because I had not received any emails regarding the RMA or prepaid label.
• 24th May received RMA confirmation number USM1XXXXXXX524-XXXXXX3 via email
• 28th May received a Payment receipt for order TELXXXXX0 for $20USD via email. This was completely unexpected since I was told I wouldn't have to pay a second fee.
• 29th May (15 mins) Called HTC about the second $20 fee email. I was told it was probably a mistake, but the person on the phone couldn't be sure how many times my credit card was charged. Very discouraging.
• Consequently I have discovered that I was only charged once.
• 1st June (10 mins) Called HTC again about the pre-paid label. It still hadn't arrived and I had received no email correspondence about it.
• 2nd June (8 mins) Called HTC again about the pre-paid label. It still hadn't arrived and I had received no email correspondence about it.
• 7th June (30 mins) Called HTC again about the pre-paid label. It still hadn't arrived and I had received no email correspondence about it.
• 8th June (20 mins) Called HTC again about the pre-paid label. It still hadn't arrived and I had received no email correspondence about it.
• 11 June (20 mins) Called HTC again about the pre-paid label. It still hadn't arrived and I had received no email correspondence about it.
• 16th June (32 mins) Called HTC again about the pre-paid label. It still hadn't arrived and I had received no email correspondence about it. I spoke to Samanth on the phone and supervisor Krishana X.
• 22 June (20 mins) Called HTC again about the pre-paid label. It still hadn't arrived and I had received no email correspondence about it. Spoke to Josh who gave me the number for Sprint support (which is irrelevent). Brian X (supervisor) told me that the prepaid label may well be on the way already. But he could not confirm this.
• 23 June (20 mins) Called HTC again about the pre-paid label. It still hadn't arrived and I had received no email correspondence about it. Spoke to Les X. Again spoke to supervisor Krishana X she told me she was working with her special contact at Fedex to get this very special situation fixed. I don't really know why the situation of shipping a phone from one place to another was so special, but she assured me she was onto it.
• 24th June Received email from Krishana X regarding Pre-paid mailing label, saying that the label was sent out to me and should be received within days.
• 30th June Received a filled-in Fedex waybill from HTC. An absolutely standard Fedex waybill with the shipping address filled in and the account number filled in. After two months of waiting for a "pre-paid label" I was sent a stock-standard Fedex waybill which I could have gotten from my stationery cupboard.
• 30th June (7 mins) Called HTC to check the address on the Fedex waybill I was sent (which was different from the address I was sent in the RMA instructions). Tells me that HTC has moved to the new address (4000 Green Briar, Suite 200 Stafford Tx 77477) from their old address. At no point prior to this call I initiated did HTC ever tell me they had moved address.
• 1st July Item shipped back to HTC using Fedex waybill I was sent - tracking number 87XXXXXXXXXX7
• 6th July Phone arrived in USA but was held up by customs because there was no FCC form. The HTC RMA at no point mentioned that I had to provide an FCC form to customs
• 14th July Phone released from customs in USA
• 16th July Phone delivered to HTC by Fedex
• 22nd July (14 mins) Called HTC to check the status of the phone repairs. I was told that the phone "had not been scanned in yet" and that I would be sent an email telling me what the status was within a few days.
• 27th July (29 mins) Called HTC to check the status of the phone repairs. I had received no emails from HTC. Spoke with Eric X (supervisor) and promised he'd walk over and get this done. He said he's part of the new management team, and that things were working much better now than they used to. He still had no idea where my phone was. He told me he'd email me to update me about the status.
• 28th July (12 mins) Called HTC to check the status of the phone repairs. I had received no emails from HTC. I was told supervisors don't come in til 10am and the call centre and supervisors aren't in the same building as the repairs. 10am corresponds to midnight where I'm calling from.
• 30th July (50 mins - midnight til 1am) Called HTC to check the status of the phone repairs. I had received no emails from HTC. Spoke to supervisor Nicole X. I was told there was no way that she could contact the maintenance place by phone, only by email. All she could do was send an email and wait to hear what came back.
• 6th August (60 mins) Called HTC to check the status of the phone repairs. I had received no emails from HTC. Spoke to supervisor Daniella X. She told me that they found my phone and will fix it soon. She said she would send an email update at Tuesday at the latest. She told me that there was no way she could call me back because she wasn't allowed to dial international, and that she could not contact the warehouse directly, and that there was no way that she could promise that anyone would follow up my problem.
• 16th August (35 mins) Called HTC to check the status of the phone repairs. Spoke again to Chad. Then spoke to supervisor Nicole X who told me there was noone more senior in the building yet (it was 10am at the call centre) and that she was the most senior person I could speak to. She said that the phone had not yet been diagnosed but assured me that they had it. She cited the fedex shipment delivery as evidence that they had the phone and could not verify whether anyone at the repair centre had looked at the phone. She told me that someone from management (either Britney X or Brian X) would get back to me in the next day or two about the status of the phone. She said she would send an email to the service centre asking them to send me a new replacement device.
• 17th August. No contact received from HTC. Phone still not fixed or returned. No emails or phone calls received from HTC since 24th June.
• 17th August (35) Called HTC to check the status of the phone repairs. Spoke with Levi. Was put through to supervisor Nicole X. Was put through to the person working on the case - Brian X. Brian told me that their warehouse transition (when they moved from one location to another) caused delays in the repair processes. He says the device was diagnosed yesterday. He will refund the $20 global warranty fee originally paid, send me an email tomorrow with details of that refund and he said the phone will be fixed in two days. He said he will look into getting a new phone sent from somewhere since he doesn't think they have complete phones in stock.
• 18th August. Received email from Brian X stating that the repair centre are still repairing and testing my phone.
• 19th August. Received second email from Brian X detailing the refund of the $20 global warranty fee. Checked bank details later this week and it had indeed been refunded.
• 19th August. Received third email from Brian X stating that the repair is complete and the phone is in testing.
• 20th August. Received tracking number (FedEx 4XXXXXXXXXXX2) in automated email for the return of my phone.
• 23rd August. Received the phone back. I opened the package, switched on the phone and noticed two things:
1. The phone showed identical symptoms to the problem that it was sent in for. It was not fixed!
2. The phone had a sticker on the screen which left sticky residue all over it.
• 23rd August (60 mins) Called HTC about the absolute incompetence they showed in returning the phone a second time unfixed. Spoke to Levi X, who put me through to supervisor Nicole X who again refuses to send me new phone since she says they don't have them. Found out that Krishana X is her boss. Spoke to Brian X who said he will look into the possibility of getting a replacement phone and email me in the next day.
• 25th August (30 mins) Received no email and so called HTC to find out why. Spoke to Michelle and waited on the phone with her while Brian X was coming in to work. Spoke to Brian X who told me he had overlooked sending me an email. He says the problem has been sent over to corporate office to deal with.
• 26th August. Received email from Brian X saying that a replacement phone had been authorised, and it could take a couple of days to find a replacement. He said he would keep me updated via email.
• 1st September (10 mins) Called HTC to find out the status of the replacement phone. Spoke to Chardene X and then was put through to Brian X. He says he sent a request late yesterday to Taiwan and waiting for them to get back to him about the replacement phone.
• 28th September (20 mins) Called HTC to find out the status of the replacement phone. Spoke to April who transferred me to Brian X again. He said he had stopped working on the problem because he thought the corporate office was working on it (I have received no communication from the corporate office). He refued to give me the details of any contact details for the corporate office, because he said that was “innapropriate”. I demaned that Brian get them to contact me directly asap about fixing this situation.
• 5th October (36 mins) Called HTC to find out the status of the replacement phone. I spoke to Cynthia X who told me that Brian X is in a meeting. I was put through to Britney X who is an escalation specialist. She told me she knew nothing about the case and that the details of the replacement phone were not in her system. She said she will get Brian to email me, and she said she tried to get him out of the meeting, but that was “not possible”. I was put through to Krishana X who is Brian's boss. She tells me that I should expect an email by close of business today. She had no further information about the status of my replacement phone.
• 5th October. Received email from Brian X saying that “I can assure you that efforts are still underway to locate a suitable replacement. However, at this time, I have not been provided with any additional information”
you'll get it handled man.
ive been through the exact same bs.
sooner or later, this call centre will get shut down. They were recently switched to, but they will be investigated internally if enough complaints actually get to the HTC HQ
Disgraceful support from HTC. Let us know what they respond with, if they even bother!
Did you actually get a response? I'm currently going through my own dramas with a Touch Pro 2:
http://www.crc.id.au/2010/11/25/htc-when-warranties-go-bad
Here is the rest of the story. Including the happy ending
• 7th October. Received email from Brian X saying that “I am sending this message to ensure that you are kept up to date with the progress of locating a replacement device for you. At this time the delay is due to a lack of appropriate devices which will be able to access your carrier's 3G network on the same frequency bands as your current unit. Again, I can assure you that efforts are still underway to locate a suitable replacement. I will continue to keep you up to date with further information via e-mail, as it becomes available.”
• 22nd October (30 mins) Called HTC to find out the status of the replacement phone. I spoke to Angie X. She told me that Brian X had gone for the day and put me through to supervisor Tania X. She didn't know anything about my case and couldn't tell me when I could expect the replacement to be sent. She said I should call back the next day when Brian and Krishana would be in to talk to them. She told me that the person dealing with my case at corporate headquarters was Jim X.
• 23rd October (60 mins) Called HTC to find out the status of the replacement phone. I spoke to Eric and he told me that Brian X was not available again! He said that he was on another level of the building and could not be contacted by mobile phone. He eventually put me through to Krishana X who said they were still trying to resolve the situation and could not tell me how long it would take to send the replacement phone. She appologised profusely but did not offer anything in the way of a resolution to the problem. She said she would send me an email that I could reply to (not from a bogus address) and would talk to the corporate office and the warehouse to see if they could help resolve the problem.
• 23rd October (15 mins) Called HTC corporate headquarters using the number I found on the website (+1 4258619174) and found the extension of Jim X (who is the head of customer service). I left a message asking him to call or email me back about the situation and explaining all the drama I was going through with the warranty repair centre.
• 26th October. Received an email from Krishana X from the bogus address. The email stated “Per our conversation, we apologize for all the inconvenience you have been caused. We are currently working with our headquarters to resolve your case. We will send you confirmation once complete. You expressed you wanted an email address in which you could converse with us oppose to calling. Please access htc.com/US. Proceed to click on "contact us." You will have the ability to send us email correspondence. Please add your case # XXX to any communication you send.” Again the email address is bogus (from htcamerica.com which is owned by the Hollywood Theatre Company)
• 26th October. I attempted to send a message to HTC using the online web-form and received an automated response. I then later received a human email response telling me that they would forward the message on to Krishana X for me. This email was from a no-reply address.
• 5th November (15 mins). Called Jim X again and left another voice message as before. Still no response.
• 5th November (23 mins). Called HTC warranty repair centre and spoke to Andrea X. She read the notes on the case and told me that Krishana X had sought approval for a replacement phone (again) on the 25th of October. Neither Krishana nor Brian were available to speak to.
• 9th November. I sent another message to HTC using the online web-form and again received an automated response (ticket number XXX).
• 10th November. I received a (partly) human email response to the web-form telling me “We have indeed been working to resolve your case. We will be contacting you soon with results.” which is not very helpful. However this time the email had a link where I could use an online system (contactus.htc.com/wFrmMailLogin.aspx) to respond to them. After nearly 7 months I have finally been given a means to communicate with HTC without having to wait on the phone at midnight.
• 10th November. I replied using the web-based ticket system explaining that I expect more of a response than simply “We have been working to resolve your case”.
• 11th November. I received a response via the web-based ticket system (and a notification email) from Chris telling me that he spoke with Brian X and he assures me that the case has been escalated to corporate headquarters, and that they will be contacting me directly regarding the case.
• 11th November. I responded via the ticket system that I have been told the same thing for 15 weeks about how corporate headquarters were working on it and they still haven't contacted me.
• 12th November. I received a response from Chris via the ticket system telling me that he understands my frustration, and that he has assurances from corporate office that the replacement phone is being sought and that they will contact me.
• 12th November. I responded via the ticket system that I demand to be contacted immediately by the corporate headquarters to get this sorted.
• 13th November. I received a response from Chris via the ticket system telling me that my message will be relayed to corporate headquarters.
• 16th November. I respond via the ticket system with a message addressed to Jim X saying that I demand to be contacted and outlining how many times I have been promised contact from corporate headquarters and received none.
• 17th November. I received a response from Chris via the ticket system telling me that my message will be relayed to corporate headquarters.
• 23rd November (42 mins). Called HTC warranty repair centre and spoke to Nikki. She told me that Brian doesn't come in until 9:30am (which is 1:30am my time). Spoke to supervisor Nicole X again and she said she would speak to him about it again and that I should expect an email.
• 23rd November. Called HTC again, but was told by April X that Brian actually wasn't coming in today and that I should call back again another time.
• 23rd November. Left another message with Jim X at corporate headquarters explaining the situation and giving him my email address and phone number
• 24th November. Recieved an email from a no-reply address from Brian X saying that he has no additional information for me, but that he assures me corporate headquarters are working on it.
• 25th November. Received a very nice and honest email from Jim X using a regular email address that I can reply to. He offers to send me a Nexus One to replace my phone along with a few accessories.
• 25th - 1st December. A few emails back and forth with Jim X about the precise model of phone, shipment and power adapter plugs for the charger. This is the most convenient, direct and useful communication I have had with HTC to date.
• 1st December. I received an email from HTC about the shipment with the Fedex tracking number.
• 6th December. New Nexus One phone delivered, along with desktop dock, car dock and a few different charger plug adapters. Finally, after 7 months to the day, I have a working phone again.
holy ****!
I have been arguing with HTC Singapore, Australia and America for 7 weeks now and I'm starting to wish I had taken more appropriate notes like yours.
Today Mr Fedex turned up with a waybill to ship my Touch Pro 2 back to HTC Singapore (for the second time) for repair. HTC will screw you if you let them.
It took a day or arguing with them to make them honour their warranty statement and get them to pay for shipping to/from the service centre. I've been told that the repair may take 4 weeks when they get the phone (which Mr Fedex says should be tomorrow!).
Thankfully, I manage to get onto the same person at HTC all the time - Francis - which is on the Australian service desk and apparently a supervisor.
My g/f and I have even had arguements with the HTC call centre guys about being put through to Francis for each call. As I am sick of repeating my story every single time, we now ask straight away to be put through to him and refuse to tell the first guys anything - One agent argued with us that he couldn't transfer the call until he knew what it was about - oh boy did my g/f give him an earful
Anyhow - I have enclosed a letter with the phone as follows:
HTC Repair Notes:
THIS UNIT HAS BEEN REPAIRED ONCE BY HTC SINGAPORE. SAME FAULTS EXIST.
My current list of faults on the phone is as follows:
1) USB Port can only be used for charging. No data transfer is possible over the USB port. This is the exact same issue HTC Singapore was supposed to repair.
2) Battery life is awful. Before the fault reoccurred, I would get ~28 hours battery life with usage. Now I am lucky to get 14 hours of standby. I have included the battery for evaluation as there may well be an issue with the battery as well.
3) LED behind the DEL key on the keyboard is stuck at full brightness. This was a new fault after having the phone returned by HTC Singapore.
4) When sending a text message using the keyboard, if I press the End button to return to the HTC sense screen, then close the keyboard straight away, HTC Sense will hang requiring a reboot or reset.
5) The GPS is VERY slow to fix to a position and sometimes cannot get a fix at all. Attached is a picture of my Touch Pro 2 next to a relatives Touch Pro 2. Note that the one on the left has a 7 sat fix, whereas my Touch Pro 2 was unable to get a fix. This photo was taken after leaving both phones side by side for over 20 minutes.
6) The battery will constantly overheat when charging. This is indicated by the notification LED flashing orange and green and the phone stops charging the battery until the phone has cooled down. During this time, the phone feels very warm to the touch.
As this is the second time this phone has been repaired, please PLEASE test it thoroughly before returning it. It would be preferred if a complete new replacement could be sent back instead of this second faulty phone.
Thanks
Click to expand...
Click to collapse
I sympathise, since I would be lost without my phone and I hate the calling process you have to go through to get the simplest of things resolved these days.
However, I do have to ask (whilst hoping your new Nexus has placated you!), why you chose a US service center when the phone was purchased in Europe?
richuu said:
However, I do have to ask (whilst hoping your new Nexus has placated you!), why you chose a US service center when the phone was purchased in Europe?
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Click to collapse
Well basically there are five global warranty centres - UK, US, Taiwan, Hong Kong and Singapore. I decided to use either UK or US to ensure there was no language barrier, and then it was a matter of which time zone matched up better. It appears as though the US has better opening hours (see link below), but actually this is their service hotline, not the warranty centre. So it turns out I ended up calling them after midnight anyway.
If I was going to do it again I would have chosen the UK centre since my model of Hero was sold in the UK, but c'est la vie.
http://www.htc.com/europe/CA_Hotline.aspx?region=GWS
I thought that I'd post a new update...
I got my TP2 back from HTC yesterday. HTC picked it up (well, Fedex did) and I got it back in about a week. This is great service! If only if had happened 7 weeks ago when I first reported the fault....
As this is the second time I've had to send this Touch Pro 2 back, I'm a bit hesitant to say everything is all good - but we'll see if all is ok in time.
*This is just a joke dont take me seriously*
I do find it odd, that all the folks who work at HTC Have the same last name... X, hmmm.
On December 2nd I purchase MotoCare for my Nexus 6, since then.
December 5th - I put in an RMA for a bad screen and told it would ship in 3 days.
December 9th - I call them having received no info from them or Fedex on a shipment. I am told it will arrive the 12th.
December 12th - I call again as there is no new word, I am told a person will call me back in 24-48 hours. 4hrs later I get a shipment notification, but no one ever called.
December 15th - Phone arrives, it is for AT&T I specified T-Mobile many times.
December 15-16th - Many calls to Moto to get this sorted. I was told it would be 2 weeks to get it shipped due to 0 in stock and then later another rep says they can ship next day due to 500 in stock. Told I would get shipping info and a call back in 24-48 hours. I also had 2 reps hang up on me while I was explaining the story.
None of this happens, I rant in a thread and Moto_Wendy_W helps get the ball rolling, and in under 48 hours I have had a call, and shipment info for a phone 2 days out. Finally.
December 19th, Phone arrives, due to weekend I get returns sent out with Fedex labels provided on the 22nd. Should arrive on the 26th (due to holiday).
January 1st I am notified the devices were never returned and I will be charged. I check with Fedex and they show no delivery after the 26th and no update since. I call Moto and they call Fedex and verify it was returned the 29th, so now I have to watch my card to see if it is charged or not.
During all of this:
December 26th - while Moto Store had stock I ordered a 64GB White for my brother's birthday, Est Delivery the 6th, his birthday is on the 8th. Perfect. Moto charged my card for the full amount that day.
December 28th - Told there is a hold and to call them. The hold is due to "to many recent orders, which is ONLY the Moto Care I ordered on the 2nd of December. It will take 24-48 hours to review.
December 31st I email asking status - Still waiting for decision on it
January 2nd I am told on the phone it was approved and I should get tracking shortly.
January 3rd I am emailed and told that it has been approved but it is out of stock and I have to wait for new stock.
At this point there is no way I will get the device by the 6th, and I have NO idea when they will get more stock and they have had my money since the 26th of December.
Motorola is the WORST company with the WORST support I have EVER dealt with and having worked in IT for over 12 years I have dealt with a LOT of companies.
They NEVER call you back when they say they will, and they NEVER do ANYTHING to actually do their job properly unless someone lights a fire under their ass.
I am done with them as a company. At this point I actually feel pissed that I own one of their products even. I am debating selling the phone i do have for an LG G3. At least LG has never ****ed me over for 30+ days straight.
EDIT: Yesterday I was told that it was just a hold up with Fedex and I would get a call back by 4PM to confirm any updates.
Today after receiving no call back I am told the phone is out of stock with no ETA. I have canceled the order. I will not be buying anymore phones from Motorola after this experience. I am also fighting being charged $530 for an RMA I returned.
? ?
I have seen more complaint about moto customer service than the phone itself. Seems google really dropped the ball on this partnership with a bad company.
Should keep an eye out for sure, seen two incident like this where moto "never receives" the phone and the people got charged anyway! Had to fight with their banks to get it sorted!
My experience with Motorola was very pleasant.
Dec 16th - Advanced RMA Created
Dec 21st - Received Replacement Device
Dec 26th - Return shipped defective unit
Jan 2nd - Signed and Delivered at Motorola
They give you a tracking number on the return label. It's also found if you go to Motorola contact us and put in your RMA #.
I'm sorry, but, I felt the need to jump into this as well...
I purchased a Moto360 from Motorola, and when I received it, it wouldn't charge... so, Motorola sent me the replacement with the prepaid envelope, I shipped the original out 4 days later. Living in Alaska, they only pay for the cheapest/slowest shipping, so, it made it back 2 days after they were expecting it. It took me 6 phone calls, 2 managers, and 3 weeks for them to refund my money they charged me AFTER they sent me the email stating the watch arrived and they had it in their possession. It was, by FAR, the worst experience I've ever dealt with, and a part of me wanted to give up on the Nexus 6 in fear if something went wrong, it'd be a repeat experience.
mgbotoe said:
I have seen more complaint about moto customer service than the phone itself. Seems google really dropped the ball on this partnership with a bad company.
Click to expand...
Click to collapse
Actually Moto Mobility (the Motorola cellphone division) was once a good company that GOOGLE itself acquired and owned. Then they gutted it for the patents corporate raider style and sold it for a loss to Lenovo. Welcome to Lenovo customer service.
Brilliant bit that.
I'm going on two weeks now that they have received my phone waiting on a replacement. I usually do advanced replacement but was told when I setup the RMA that everything shouldn't take more then a week. Now I get the run around that they have no stock and at one point the RMA got closed for some reason.
mgbotoe said:
Seems google really dropped the ball on this partnership with a bad company.
Click to expand...
Click to collapse
Once upon a time, when the Nexus 9 was on the drawing board.....
For me is T-Mobile the WORST CS EVER and plus bought my LG G3 from them by phone and is a PAIN IN THE AZZ to send it back (phone restarts itself) and that people is the HELL in the earth.
Mervingio said:
For me is T-Mobile the WORST CS EVER and plus bought my LG G3 from them by phone and is a PAIN IN THE AZZ to send it back (phone restarts itself) and that people is the HELL in the earth.
Click to expand...
Click to collapse
Go to a store to do your business. You will have a completely different experience
Plus if you buy in store you can exchange in store for defects within 14 days.. None of the calling and shipping and crap
Sent from my Nexus 6 using XDA Free mobile app
clninja said:
Go to a store to do your business. You will have a completely different experience
Sent from my Nexus 6 using XDA Free mobile app
Click to expand...
Click to collapse
Yup I will do it when the G3's get it back!
venturizhou said:
My experience with Motorola was very pleasant.
Dec 16th - Advanced RMA Created
Dec 21st - Received Replacement Device
Dec 26th - Return shipped defective unit
Jan 2nd - Signed and Delivered at Motorola
They give you a tracking number on the return label. It's also found if you go to Motorola contact us and put in your RMA #.
Click to expand...
Click to collapse
There is something seriously wrong with this... I had an RMA since 11/24/14 and just got my replacement on the 12/28/14.
Obviously color/size may be the reason for this. Mine was a 64GB Blue.
https://www.reddit.com/r/nexus6/comments/2psjjg/terrible_motorola_support_possibly_worse_than/
What forum?
Sent from my HTC One_M8 using XDA Free mobile app
joderme said:
There is something seriously wrong with this... I had an RMA since 11/24/14 and just got my replacement on the 12/28/14.
Obviously color/size may be the reason for this. Mine was a 64GB Blue.
https://www.reddit.com/r/nexus6/comments/2psjjg/terrible_motorola_support_possibly_worse_than/
Click to expand...
Click to collapse
Was your replacement brand new? Also are there any issues with it?
OP updated.
PunishedSnake said:
What forum?
Sent from my HTC One_M8 using XDA Free mobile app
Click to expand...
Click to collapse
https://forums.motorola.com
I know it's not extremely wise of me, but the BEST phone experience that I've ever had was when I bought a used Moto X from a guy on Craigslist. I bought it, and took it to the at&t store, and they activated it, no problems whatsoever.
knitler said:
On December 2nd I purchase MotoCare for my Nexus 6, since then.
December 5th - I put in an RMA for a bad screen and told it would ship in 3 days.
December 9th - I call them having received no info from them or Fedex on a shipment. I am told it will arrive the 12th.
December 12th - I call again as there is no new word, I am told a person will call me back in 24-48 hours. 4hrs later I get a shipment notification, but no one ever called.
December 15th - Phone arrives, it is for AT&T I specified T-Mobile many times.
December 15-16th - Many calls to Moto to get this sorted. I was told it would be 2 weeks to get it shipped due to 0 in stock and then later another rep says they can ship next day due to 500 in stock. Told I would get shipping info and a call back in 24-48 hours. I also had 2 reps hang up on me while I was explaining the story.
None of this happens, I rant in a thread and Moto_Wendy_W helps get the ball rolling, and in under 48 hours I have had a call, and shipment info for a phone 2 days out. Finally.
December 19th, Phone arrives, due to weekend I get returns sent out with Fedex labels provided on the 22nd. Should arrive on the 26th (due to holiday).
January 1st I am notified the devices were never returned and I will be charged. I check with Fedex and they show no delivery after the 26th and no update since. I call Moto and they call Fedex and verify it was returned the 29th, so now I have to watch my card to see if it is charged or not.
During all of this:
December 26th - while Moto Store had stock I ordered a 64GB White for my brother's birthday, Est Delivery the 6th, his birthday is on the 8th. Perfect. Moto charged my card for the full amount that day.
December 28th - Told there is a hold and to call them. The hold is due to "to many recent orders, which is ONLY the Moto Care I ordered on the 2nd of December. It will take 24-48 hours to review.
December 31st I email asking status - Still waiting for decision on it
January 2nd I am told on the phone it was approved and I should get tracking shortly.
January 3rd I am emailed and told that it has been approved but it is out of stock and I have to wait for new stock.
At this point there is no way I will get the device by the 6th, and I have NO idea when they will get more stock and they have had my money since the 26th of December.
Motorola is the WORST company with the WORST support I have EVER dealt with and having worked in IT for over 12 years I have dealt with a LOT of companies.
They NEVER call you back when they say they will, and they NEVER do ANYTHING to actually do their job properly unless someone lights a fire under their ass.
I am done with them as a company. At this point I actually feel pissed that I own one of their products even. I am debating selling the phone i do have for an LG G3. At least LG has never ****ed me over for 30+ days straight.
EDIT: Yesterday I was told that it was just a hold up with Fedex and I would get a call back by 4PM to confirm any updates.
Today after receiving no call back I am told the phone is out of stock with no ETA. I have canceled the order. I will not be buying anymore phones from Motorola after this experience. I am also fighting being charged $530 for an RMA I returned.
Click to expand...
Click to collapse
Was your original faulty phone an AT&T phone? I believe they match up the IMEI and send out accordingly. I had a bad AT&T one with the IMEI reflecting such and got a replacement one with the AT&T tramp stamp. I requested a non AT&T one but that did not work. Just curious what your experience was.
Thanks!
No it was not. I bought it at the T-Mobile store in my area.
joderme said:
There is something seriously wrong with this... I had an RMA since 11/24/14 and just got my replacement on the 12/28/14.
Obviously color/size may be the reason for this. Mine was a 64GB Blue.
https://www.reddit.com/r/nexus6/comments/2psjjg/terrible_motorola_support_possibly_worse_than/
Click to expand...
Click to collapse
I believe that color and capacity do play a factor because mine was 32GB CW.
Hi Guys,
How have you found the buying expierence to be?
I ordered mine the start of this month and just missed out on the discount. When I ordered I got an email saying it would be a couple of weeks and that was okay, but I have seen that it is back in stock and I still haven't been sent the device according to the website(I am currently on holiday). I go into orders when logged into small and don't see anything, but I can click on the link in the email and it shows my order with the status.
I have tried emailing them and have not had a reply, tried calling them, and when it does ring it just gets cut off.
How has your expierence been, as I may forget all about this phone if it does t get better(plus I now ha e a £40 off voucher for the phone).
Jim
Hi Jim,
Have you checked the tracking service to see if they've given the parcel to the post office? I ordered my phone at 10pm and received it two days later at about 12:30 pm.
I've had the Honor 7 for a couple of days now. The phone runs very smoothly (I even opened up every application on my phone and it had about 1.4gb RAM free and was still working smoothly. I don't have the most intensive apps installed but I wouldn't be doing anything near as taxing as what I did). The finger print sensor is very accurate and quick. It'll take some time to get properly used to all of its features, such as sliding your finger down for notifications and up for recent apps. You can also hold your finger on the sensor to go back to the home screen and tap it once to make it act as a back button. The camera is quite good too but I don't really take pictures so I can't give a proper review of it. Emotion UI is alright and if you're not too fond of it you can just install Nova Launcher like I did. As for the battery I usually get 5-6 hours of screen on time with me using my phone mainly for facebook, whatsapp, skype and watching YouTube videos. I can't give any comments on gaming performance since I don't game on my phone , I imagine it would run most games fine though. I just ran an AnTuTu Benchmark while typing this up and got a score of 52247 if that's of relevance to you. When did you try calling them? They're busy on weekends and when I tried on a weekday the call went through straight away and they were quite helpful. The phone was a steal at £250 and at £210 it's an even better deal so I'd definitely advise buying it.
My experience has been pretty bad.
Ordered on launch day as soon as it went live on website. So expected to receive the phone. Then the website said 7 days. Then 5 days. Then 9 days. And finally 3 weeks. All along people were receiving their phones who ordered 2/3 days after I did as well. In the end I cancelled the order.
Today I used the discount code emailed to me by vmall and tried again. Phone was in stock, order processed and a confirmation page was displayed with order number on it. However, no email confirmation has been received and it does not appear in my 'recent orders' on the vmall site either. And of course the phone is now showing as out of stock too.
I called vmall support and was told that basically I have no order. Which is annoying to say the least.
I ordered at 11am today, didn't get an email but just checked my order and it has been dispatched, seems like there's problem with your order, best keep trying to get hold of them maybe.
for me, vmall UK worked perfectly. 3 days wait, then the email it was dispatched and arrived next day.
And now, despite being told I had no order by the vmall support line, I have just had an email to say mine has now shipped already. Very confusing stuff.
I have waited only 3 days too.
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I have worst experience from vmall UK. first I ordered from 29th August using my credit card which I'm using everyday and it working perfectly fine but after ordering they next day I got mail which said that my card is expired, that's impossible! and got email in which they told me to contact so I did CA on phone line said that card I used was expired and I need to provide the card details to them so they can order again, so I gave them my card detail and person said everything is ok now and your card has been accepted. which was same card I used it earlier, but after 2-3 days I haven't got any news about it so I called them again but I got constant engage tone for two days and so I called again CA told me that our staff are NOT allowed to take customer's phone number over the phone and I need to place the order again, so on 2nd Sept. I order again and till than I sent them three email in a week but I haven't got any replay, furthermore when I called them over the phone last week to know order status they said that stock will come next week and told me to call again mid next seek, Today again when I ask they said that they are going to instruct warehouse to despatch soon and I will hopefully get tracking number by today evening but as of 23:39 I haven't got any tracking number or despatch email, they are liar and unreliable company and just to take orders they are giving wrong hope and incorrect delivery estimate which is
complete unfair business practise
Also even before order I called and ask about NFC and they poor knowledgeable CA lady said indeed it have NFC which is completely false information
Poor inventory and order processing system and very limited information and technical information about products seems like they made in hurry to to gain high numbers of sale in short time
Worst customer service
And unreliable company
EDIT/UPDATE: Today 10AM I called them again to inform that all my friend who ordered last week or before me already got that order and why I have to wait , CA said Sorry for the delay and said that I also ordered Honor View case and selected part delivery but somebody missed to acknowledge that on system means all order they are handling manually, after that phone call my status is now showing as "PART-SHIPPABLE" let's see what happen
My issue with regards to calling the CS number seems to have been a weird combination issue of nexus5/3/Spain roaming, although it worked fine and my.Missus phone samsungs3/3/spain roaming.
I spoke to customer services at the start of the week and they said there was nothing wrong with my order and they were getting 1000 new units and they are shipping on first in first out basis, which I challenged as I advised people ha e ordered after me and already got there phone. I will call again today as I no faith in the CS services, but I also ordered a cover as well, and maybe this is causing an issue as the above comment suggests.
Just spoke to CS and she has said the batch of devices they were getting has been delayed.
I questioned about the numerous times I have clicked the order link provided by themselves and see the device as showing in stock was not true, and they are only uptp the 27th of August with fulfilling orders.
I ordered mine on Monday and it was in my house on Tuesday. Faultless. Was able to track it as well.
Sent from my PLK-L01 using XDA Free mobile app
My buying experience from vmall was one of the worst.
At start everything was fine. I pre-ordered the phone and i waited until they'll have it on the stock. I've waited for like 2 weeks. Then I've got message telling me that my payment was rejected. The strange this was that they already took money from my card when I placed the order. I look on my account - my money is back and there is no information about any transactions - nor accepter or rejected. I told them to charge my card once more and then it was ok.
Status change - Package sent! YAY!! finally!!!
but, wait.. quick glance at my invoice... shipping address - WHAT THE F...? Somehow - noone from vmall was able to told me how - the street name in billing address was changed and it looked like someone placed it in google translate and translated it from polish to english... so the result was that the package was going to the non-existent address. Just great. After contacting via phone with vmall they told me they'll do anything they can blablablablablalba.... i talked to them few times, no effect.
In final, I've got my package, but only because I have contacted DHL by myself and they were so kind to change delivery address to correct one. No help from vmall at all in that matter. And after the package was delivered, email from vmall came and it was like "dude, you were saying that the address over there was wrong, but someone took the package! look ,there's signature!! the address was correct, you moron, but you said it was incorrect!".
Just no comments... i replied them that they were useless etc, I gave them screenshot from DHL tracking saying that the address is wrong and there is need of contact and attached them DHL emails that I had... it was like one week ago, still got no response...
TLDR: Vmall support is USELESS, totally useless and the people over there are stupid and cannot understand simple things. They couldnt tell me how did they got the strange shipping address (translated polish street name via google translate. WTF!? from when you do that and what for!?)...
I've personally found Vmalls support excellent. The stock issue is down to the production side and out of their hands. When I've phoned they've been efficient (split my order so the phone was sent, which was then dispatched an hour later). I phoned earlier today to cancel the flip cover as I'm just fed up of waiting (and realised the flip to turn screen on feature won't be as useful as it was with the H6, what with the H7's double tap/fingerprint methods to access the screen). The woman said "do you want to give it to me?" and I thought I accidentally phoned Babestation, but then realised she was referring to the order number! Cancelled it no problem.
I pre-ordered the new Samsung20 Ultra and was supposed to have it March 13th. I started receiving all the bonus items on that date, but no device. I started trying to call baout this on the 16th and was given at 3 different stories about where my order was, but never a real explanation as to why it was being delayed. New delivery dates promised, an email from someone at Samsung saying they showed a had already received it which was completely false so I had to call and argue about that as well. Finally 2 weeks later I get an email with a tracking number. I was supposed to get it yesterday. I check the tracking and find out that it is in town at the local center at 7am. So I am finally feeling some relief that I am going to receive my device. Nothing shows up. I track again this morning and find that it was returned to Samsung. Then I got 2 different stories, one from FedEx and one from Samsung. FedEx says that Samsung requested it be returned and Samsung says it shows that I refused delivery. I get 2 FedEx deliveries each day for my business and I accepted both of them yesterday personally and neither had the device. When I call Samsung they say they can't do anything and that I have to place a new order and wait another god know how long before i get the phone. I can tell you that I have had something similar like this happen with an Apple order and they took full responsibilty from the word go. They immediately arranged to overnight me a replacement and I had it in my son's hands the next day. So sorry Samsung, while I prefer your devices to Apple, your customer service stinks!
vitaatozee said:
I pre-ordered the new Samsung20 Ultra and was supposed to have it March 13th. I started receiving all the bonus items on that date, but no device. I started trying to call baout this on the 16th and was given at 3 different stories about where my order was, but never a real explanation as to why it was being delayed. New delivery dates promised, an email from someone at Samsung saying they showed a had already received it which was completely false so I had to call and argue about that as well. Finally 2 weeks later I get an email with a tracking number. I was supposed to get it yesterday. I check the tracking and find out that it is in town at the local center at 7am. So I am finally feeling some relief that I am going to receive my device. Nothing shows up. I track again this morning and find that it was returned to Samsung. Then I got 2 different stories, one from FedEx and one from Samsung. FedEx says that Samsung requested it be returned and Samsung says it shows that I refused delivery. I get 2 FedEx deliveries each day for my business and I accepted both of them yesterday personally and neither had the device. When I call Samsung they say they can't do anything and that I have to place a new order and wait another god know how long before i get the phone. I can tell you that I have had something similar like this happen with an Apple order and they took full responsibilty from the word go. They immediately arranged to overnight me a replacement and I had it in my son's hands the next day. So sorry Samsung, while I prefer your devices to Apple, your customer service stinks!
Click to expand...
Click to collapse
If I'm you I'll cancel the order and get refund. And you'll get to keep the freebies that was shipped. Then go buy the phone if you really like it from retail shop.
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