Hello all,
Just wanted to share my experience with you all on how long it will take to get a Xperia Z3 TC model SGP 621 fixed/repaired.
When I purchased my tablet, since it is an international model, I had to buy it from the only shop in the NYC area that offered it. Which in itself is hard to believe since you can pretty much find anything in NYC, but in this case, only one shop had it (which shows how hard it is to obtain the Z3 with LTE capability).
So I purchased it and all was well. Was loving it, and using it, till one day, it just stopped working. I was using it fine, checking email, and reading news online, put it down, and when I came back about 30 mins later, it wouldn't turn on. I tried everything. Holding the power button for like 10 seconds. Power + Volume up button for 10 seconds. Connected the power cord. Everything. No response. Heck, even the charging light wouldn't come on, but the Z3TC would get warm to hot when plugged in.
I called Sony care from the number on their website, and explained to the tech what was going on. He emailed me a link to recovery software, and installed it on my Mac, and still, no response. Eventually, he determined I had to send it in to be evaluated/repaired. (Use this day of reference as day zero)
Here's were things go really bad. They told me they would send me a FedEx email label to have it shipped. After almost a week, still no email. I called, they said I cancelled my repair request (which I hadn’t), and then after complaining, he said he was going to get my label expedited. I actually got it the next day, and shipped the tablet out to them the next day. (Day 7)
I used the tracking number, and confirmed that they received it on day 11. I waited an extra week to hear back from them if they started working on it. Nothing. Waited another 5 days, nothing. I finally call them, and they inform me that they haven’t received nothing, but since their repair services has been closed for almost 2 weeks due to the holidays, they have a huge backlog and it’s probably in there. So now I wait again. Finally on around day 30 (after calling, because they don’t contact you), I am told that it has been received, and they are going to work on it. After about another week, I call back. They say there is a problem, and waiting for the parts, but to be patient. I wait another week.
I call again, they say they repaired it and are awaiting final paperwork. I am really happy. I ask what the problem was, they say they have no information, but that it was fixed, and that they are going to ship it back to me as soon as the paperwork is ready. I say ok, and wait another 4-5 days. Finally I call back, and the guy says that they haven’t done any work to my tablet, and were waiting for me to call them back and let them know what I wanted to be done.
*PAUSE*
By now, it’s been like day 49 since my tablet stopped working. It’s going on a month and a half. Note: this is my phone. It’s now been in repair more than twice as long as I’ve had it. I am beyond livid at this point, and believe I have been MORE than patient and understanding in being given the run around.
At this point, and having a verbal back and forth with the 6 or 7th tech I’ve talked to in the past 6 weeks, he suggests I speak to his supervisor.
I start speaking to his supervisor Jerry in customer relations, and we started going at it too. The long and short of it was this. He said they couldn’t give me the same tablet I own, (the SGP 621) because it is an LTE/international model. So what they could do is offer me the U.S. variant (the SGP 612) that was only WIFI capable. I told him this is unacceptable It would be like me buying a premium version of a car, it stops working, I go to the dealer, and they offer me an inferior model, even though I paid heavily for the premium one. After more going back and forth, he told me in order to get it serviced, I would need to contact United Arab Emirates, because that’s apparently where my phone was imported from.
After going back and forth, I asked him why I wasn’t told that in the first place, instead of wasting almost 7 weeks on back and forth with Sony North America? He informed me that, “As a starting point and courtesy, Sony North America has to try to fix and it first.
I was flabbergasted. I was shocked on why they would even need to attempt to fix something, they knew they could never fix. He again repeated it was a courtesy. After this circular argument, I told him FedEx me my phone back. I want it on my desk by tomorrow. Now that I have wasted all this time. At this point I was very angry. And he said he would try to get it back to me by the next day, and he had to call the repair center and bla bla bla. I told him to call them, and we hung up.
The next day, expecting to see my tablet, there was nothing. I was going to call back by the end of the day, but instead Jerry called me back. He informed me that there was good news. That Sony had found the parts, and were going to fix my tablet for me and ship it back to me.
Finally! Good news! I was very happy and pleased by this point. And he told me I should get it soon. I waited about 4 days, and finally a package from FedEx arrived. When I opened it, to my amazement, it was a brand new Sony Xperia Z3 Tablet Compact SGP 621. Shockingly, it was a demo U.S. variant!
First off, I didn’t even know Sony made U.S. Variants of international devices, but this one was totally legit. I was sooooo happy. I tried to write him a letter to give to his boss and team, but unfortunately, I never heard back from him. I told him to send me his email address, and I would have gladly sent a letter for him and his staff to be recognized for their efforts.
After almost 2 months (8 weeks) since this whole debacle started, I finally had my phone/tablet back.
I left out a lot of parts to this story, but this is the jist of it. The long and short of it is this. If you buy an international model of their products, and it breaks or something goes wrong, be ready to wait for it to be serviced (if it can even be serviced). It’s very possible, and likely, that Jerry went above and beyond the call of duty by contacting people high up in the food chain, to get me a rare demo unit that is not available (if ever). In general, if you buy a phone/tablet/whatever from another country, be ready. It is going to be EXTREMELY difficult, if even possible.
In the end, I am very grateful to Jerry, and his efforts. But I think that Sony should have a better system in place for getting you to the right people you need soon, in order to get you back up and running. If it wasn’t for Jerry, I’d still be in limbo trying to find a way to call UAE, and most of all, overcoming the language barrier and even trying to set up a method or way for them to service my broken phone.
Wow, almost 2 months. I would have thought US had better customer support for such things. In my country if they can't get it fixed in 1 month you can ask your money back or a new product.
You were very patient with them, I probably would have called every 2 days.
I had a similar experience in getting my xperia z2 repaired last year for a broken magnetic charging port. It was 2 months of me calling them every week. At first it was waiting for parts, then it was repaired and awaiting paperwork, then it was they cant fix it because its a model intended for taiwan. Finally after a lot of escalation they sent me a an international model replacement. Whole process took 2.5 months when they quoted 8 business days originally. And Yes I gave them my IMEI on the inital phone call and verified with the person that sony USA could service it. Sort of a bitter sweet exp overall, mostly bitter
Sent from my HTC One_M8 using XDA Free mobile app
tonysunshine said:
I had a similar experience in getting my xperia z2 repaired last year for a broken magnetic charging port. It was 2 months of me calling them every week. At first it was waiting for parts, then it was repaired and awaiting paperwork, then it was they cant fix it because its a model intended for taiwan. Finally after a lot of escalation they sent me a an international model replacement. Whole process took 2.5 months when they quoted 8 business days originally. And Yes I gave them my IMEI on the inital phone call and verified with the person that sony USA could service it. Sort of a bitter sweet exp overall, mostly bitter
Sent from my HTC One_M8 using XDA Free mobile app
Click to expand...
Click to collapse
Was it fixed under warranty? Was your product an import?
Sent from my SGP621 using XDA Free mobile app
Yes it was an import. Bought off ebay. And eventually they agreed to replace it under warranty. Took quite a few angry phone calls though
Sent from my HTC One_M8 using XDA Free mobile app
AirBruce said:
Hello all,
Just wanted to share my experience with you all on how long it will take to get a Xperia Z3 TC model SGP 621 fixed/repaired.
When I purchased my tablet, since it is an international model, I had to buy it from the only shop in the NYC area that offered it. Which in itself is hard to believe since you can pretty much find anything in NYC, but in this case, only one shop had it (which shows how hard it is to obtain the Z3 with LTE capability).
So I purchased it and all was well. Was loving it, and using it, till one day, it just stopped working. I was using it fine, checking email, and reading news online, put it down, and when I came back about 30 mins later, it wouldn't turn on. I tried everything. Holding the power button for like 10 seconds. Power + Volume up button for 10 seconds. Connected the power cord. Everything. No response. Heck, even the charging light wouldn't come on, but the Z3TC would get warm to hot when plugged in.
I called Sony care from the number on their website, and explained to the tech what was going on. He emailed me a link to recovery software, and installed it on my Mac, and still, no response. Eventually, he determined I had to send it in to be evaluated/repaired. (Use this day of reference as day zero)
Here's were things go really bad. They told me they would send me a FedEx email label to have it shipped. After almost a week, still no email. I called, they said I cancelled my repair request (which I hadn’t), and then after complaining, he said he was going to get my label expedited. I actually got it the next day, and shipped the tablet out to them the next day. (Day 7)
I used the tracking number, and confirmed that they received it on day 11. I waited an extra week to hear back from them if they started working on it. Nothing. Waited another 5 days, nothing. I finally call them, and they inform me that they haven’t received nothing, but since their repair services has been closed for almost 2 weeks due to the holidays, they have a huge backlog and it’s probably in there. So now I wait again. Finally on around day 30 (after calling, because they don’t contact you), I am told that it has been received, and they are going to work on it. After about another week, I call back. They say there is a problem, and waiting for the parts, but to be patient. I wait another week.
I call again, they say they repaired it and are awaiting final paperwork. I am really happy. I ask what the problem was, they say they have no information, but that it was fixed, and that they are going to ship it back to me as soon as the paperwork is ready. I say ok, and wait another 4-5 days. Finally I call back, and the guy says that they haven’t done any work to my tablet, and were waiting for me to call them back and let them know what I wanted to be done.
*PAUSE*
By now, it’s been like day 49 since my tablet stopped working. It’s going on a month and a half. Note: this is my phone. It’s now been in repair more than twice as long as I’ve had it. I am beyond livid at this point, and believe I have been MORE than patient and understanding in being given the run around.
At this point, and having a verbal back and forth with the 6 or 7th tech I’ve talked to in the past 6 weeks, he suggests I speak to his supervisor.
I start speaking to his supervisor Jerry in customer relations, and we started going at it too. The long and short of it was this. He said they couldn’t give me the same tablet I own, (the SGP 621) because it is an LTE/international model. So what they could do is offer me the U.S. variant (the SGP 612) that was only WIFI capable. I told him this is unacceptable It would be like me buying a premium version of a car, it stops working, I go to the dealer, and they offer me an inferior model, even though I paid heavily for the premium one. After more going back and forth, he told me in order to get it serviced, I would need to contact United Arab Emirates, because that’s apparently where my phone was imported from.
After going back and forth, I asked him why I wasn’t told that in the first place, instead of wasting almost 7 weeks on back and forth with Sony North America? He informed me that, “As a starting point and courtesy, Sony North America has to try to fix and it first.
I was flabbergasted. I was shocked on why they would even need to attempt to fix something, they knew they could never fix. He again repeated it was a courtesy. After this circular argument, I told him FedEx me my phone back. I want it on my desk by tomorrow. Now that I have wasted all this time. At this point I was very angry. And he said he would try to get it back to me by the next day, and he had to call the repair center and bla bla bla. I told him to call them, and we hung up.
The next day, expecting to see my tablet, there was nothing. I was going to call back by the end of the day, but instead Jerry called me back. He informed me that there was good news. That Sony had found the parts, and were going to fix my tablet for me and ship it back to me.
Finally! Good news! I was very happy and pleased by this point. And he told me I should get it soon. I waited about 4 days, and finally a package from FedEx arrived. When I opened it, to my amazement, it was a brand new Sony Xperia Z3 Tablet Compact SGP 621. Shockingly, it was a demo U.S. variant!
First off, I didn’t even know Sony made U.S. Variants of international devices, but this one was totally legit. I was sooooo happy. I tried to write him a letter to give to his boss and team, but unfortunately, I never heard back from him. I told him to send me his email address, and I would have gladly sent a letter for him and his staff to be recognized for their efforts.
After almost 2 months (8 weeks) since this whole debacle started, I finally had my phone/tablet back.
I left out a lot of parts to this story, but this is the jist of it. The long and short of it is this. If you buy an international model of their products, and it breaks or something goes wrong, be ready to wait for it to be serviced (if it can even be serviced). It’s very possible, and likely, that Jerry went above and beyond the call of duty by contacting people high up in the food chain, to get me a rare demo unit that is not available (if ever). In general, if you buy a phone/tablet/whatever from another country, be ready. It is going to be EXTREMELY difficult, if even possible.
In the end, I am very grateful to Jerry, and his efforts. But I think that Sony should have a better system in place for getting you to the right people you need soon, in order to get you back up and running. If it wasn’t for Jerry, I’d still be in limbo trying to find a way to call UAE, and most of all, overcoming the language barrier and even trying to set up a method or way for them to service my broken phone.
Click to expand...
Click to collapse
Yup, had something like this with the z ultra. It wouldnt charge at different angles but they said since it was imported, they arent responsible for it (think i had something like this with a samsung device too). This is why I have insurance with worth ave grou o(google them, legit, i've legit used the warranty for some very expensive repairs and they've always come through just read the fine print carefully) they wont fix mechanical breakdown but they do cover accidental damage so...
Motherf... well, as well as Sony has learned from Apple's pricing, they could certainly learn a little fruity customer service too.
What does surprise me is that they actually try and repair those gadgets. I think it'd just be cheaper for any manufacturer to simply ship a new/refurb one to you after confirming a shopstopper defect and be done with it.
Related
I ordered a replacement AT&T Nexus One on Monday 6/7 at 8:00 am.
I received no confirmation email, just one stating that my card had to be authorized, etc. The funds ($529) almost immediately went on hold from my account. I called immediately following the order, stating that I hadn't received a confirmation for the new device/shipping label for the defective device. She said "We're about to switch over our system, so I'll push it through manually. You should receive your Device and shipping label within 24 Hours". Great, I said.
This morning, I woke up and still nothing. No shipping label. I called again. Spoke to a different HTC rep. I told her I hadn't received the confirmation etc. She said the funds were awaiting authorization. I explained that they had been authorized, just not updated on there end. She checked and saw that, talked to a supervisor, and "pushed the order through". I should be "receiving the shipping label within 2-3 hours and the device within 24". Great, I said.
3 hours later, no shipping label. I called again. This time, I talked to a seemingly more savvy rep. He told me the same, the funds were awaiting authorization. I explained that this was the third time I was calling about this. He placed me on hold for a few minutes, came back on the line and said, once again, "I've pushed it through". I told him that the last two reps said the same, to no avail. He kindly placed me on hold again. When he came back, he said "I've given the order priority and escalated the situation. You should receive your device within the next 24 hours".
I REALLY wanted to believe him. I couldn't.
3 hours later, I called back and spoke with another rep. This gentleman was clearly a smart guy who had it together. I told him the situation. He reviewed the action taken by the last three reps and said "I just dealt with this same type of situation on my previous call". The real story came out.
Apparently, HTC/Google screwed the pooch.
They've "switched over to a new system", meaning everyone who purchased seemingly within the last week has been left in "Order Limbo". That's right folks, HTC has my money and my phone. Not only did they neglect to warn customers that they were making this switch, they also didn't notify their CSRs (customer service reps). This man actually called the texas corporate office to get to the bottom of the situation. He was extremely kind and helpful. He had told me about the previous customer who had ordered and not received. He was headed to Kuwait with the army. I told him my situation wasn't quite as dire, as I was just using an old, broken G1/Dream in the meantime. He snidely remarked "that sounds worse than Kuwait to me". I chuckled, but wanted to move on to the bad news.
He said it is totally out of his hands, he'll make the notes on my account. He explained that several orders were placed in this 'Limbo" period. They are apparently stuck in the "awaiting authorization" phase of the process. The must be MANUALLY PROCESSED by the Texas corporate office. He said they're begrudgingly giving him "24 hours or bust" till shipment. That means that not only will my $529 Nexus One not be delivered next day, it won't be delivered the next day, or the next day, or maybe even the next.
HTC, Google, I love you. Please don't screw this up any more. Please provide some sort of fix for the faithful customers. Your product rocks. Your service reps are extremely kind and attentive. Your system is, apparently, a mess right now.
I should not suffer because you have made the mistake of switching over your "system" and fudging dozens of orders.
My final rep said, jokingly, "No good thing comes without pain". I said, "I thought the $529 was the pain".
Please, HTC/Google, fix this, get me my phone, and then do something else on top of it to make me happy. This is to the point of frustration.
Figured this might clear things up for anyone experiencing the same. We can cry together.
Uh dude...they said to give them 24 hours. You gave them three after each call. At least you didn't get a defective phone after a long wait like I did. I'm down 1124 for the nexus one until htc processes the return of my defective one.
I know you are anxious to get your hands on the phone, but you must understand that nothing in this world runs smoothly 100% of the time.
Anyways, just wanted to give you some perspective on your situation. Good luck. Hope you enjoy the phone whenever you get it.
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Sent via the XDA Tapatalk App
You should call your bank to let them know that you're buying the phone and how much the total charge will be so they don't hold it up. Also, don't freak out so much. This happened to a lot of us, myself included, when the phone was released.
needmoregigs said:
Uh dude...they said to give them 24 hours. You gave them three after each call.
I know you are anxious to get your hands on the phone, but you must understand that nothing in this world runs smoothly 100% of the time.
Click to expand...
Click to collapse
They said I wold receive a shipping confirmation after 3 hours on two occasions. That's why I called back. Only on the last call did I get actual, factual, accurate info.
I can't believe you guys are just like "whatever". I get that in the scheme of things, it's just a phone, but it's a $529 investment. I'm paying for a premium product - I expect premium service at every level.
The thing that really bothers me is that I wasn't notified in advance, ie. "We are undergoing system maintenance and orders are subject to delays". I was told next-day. I expect next-day. I work in social media. My phone is one of my greatest tools. My first Nexus has "Bad RAM", that's why I'm having the replacement unit sent out. I think I have a bit of a right to be upset at this point.
chordmasta said:
They said I wold receive a shipping confirmation after 3 hours on two occasions. That's why I called back. Only on the last call did I get actual, factual, accurate info.
I can't believe you guys are just like "whatever". I get that in the scheme of things, it's just a phone, but it's a $529 investment. I'm paying for a premium product - I expect premium service at every level.
The thing that really bothers me is that I wasn't notified in advance, ie. "We are undergoing system maintenance and orders are subject to delays". I was told next-day. I expect next-day. I work in social media. My phone is one of my greatest tools. My first Nexus has "Bad RAM", that's why I'm having the replacement unit sent out. I think I have a bit of a right to be upset at this point.
Click to expand...
Click to collapse
If you're having a replacement sent out, why did you have to order a new one?
I chose the "We'll hold $529 from your account, send a new unit, you send the old, we diagnose and charge whatever, subtract that from the $529, and release the rest" method because I was told I'd get it a phone the quickest this way (within 24 hours). It's now been 52 hours and I just received the shipping label for my unit that needs repair. I was supposed to receive that within 24 hours as well.
Do you understand why this is all very frustrating? Communication has been 100% initiated by me, I have not been kept up to date, and only one rep has been transparent with me. Meanwhile, I'm Nexus-less.
OK. SO, This was my first dealing with handtec or any of the overseas online companies.
It was on the 5th of November that I bought a Galaxy Note from them. Before I actually made the purchase, I used the "live support" to ask them regarding the availability of the product and quality support they can offer me after the purchase. The chat was very professional and I even got a discount with the phone. I ended up getting the sim free version for the price of the network logo version.
Few weeks after I received my phone, I finally have the time to have a good look of my phone, I found 3 dead pixels on the screen. Man! was I devastated! (for those of you remember my thread about it). I used the live support again and they suggested me to return it back to them asap and ensured me that everything will be taken care of and not to worry. I remember the operator said to me "Don't worry, handtec will take care of you"
After about 4 days of sending back the phone (which is today ).....my tracking status showed the item was delivered. So I immediately use the live support again to ask them about whether or not they have got the phone. They said they have, so I asked them when they will be sending the replacement back to me. They said they will try to send the replacement today.
I told them that I hope the replacement phone that I will be getting will be without dead pixels. I don't want to have to pay the expensive return postage again. They said they can help me to gain a peace of mind by letting them open my box to check to make sure. So I agreed (it took me a while to make that decision as I have always like the feeling of opening a brand new package )
I then logged off the live support, but as soon I logged off...I was like...oh crap!
I forgot to tell them to wear a glove and also make sure that none of the protectors were taken off while they check my screen. So I logged back on in about a minute after I logged off and asked them not to take off any protectors. Guess what they said to my surprise?! (apparently, it was the same operator)...and he said the check has already been done, nothing is wrong with the phone, and it is going to the warehouse as we speak, ready to be sent out today, and I will be getting it early next week.....
WOW....they must be SUPERMEN or something close....so professional and efficient.....
At this point....I would never hesitate to buy from them again in the future because they are very professional, responsible and efficient...
I will let you guys know when I actually receive the replacement back from them......and hopefully by then, I can also say...yay...my screen is PERFECT too
Anyways...thanks for hearing me out....hope I get my lovely GNote back soon!!
My experience has been near the same with them, sans the dead pixels. I placed my order with them at 1:30 EST (Im in the US) on the 28th of November. Email conformations were quick and informative. On the 29th I received an email stating that because of my first time order with them, and that I was overseas, I needed to answer some additional security questions (Credit Card Bank Authorization number, etc.) I responded quickly to this, and they continued the vetting process. I ended up calling them to be sure they had everything. They were very polite and helpful on the phone. Rather than continue to delay the shipment, they asked that they be able to send the shipment to my work address so that they didnt have to wait for the security team to validate my home address with my CC. Because of the time difference between the US and UK, they werent able to ship it on Tuesday. I checked my tracking number on Wednesday and found that they sprung for overnight AM shipping! So Thursday morning my package comes in (my only complaint here is that they didnt ship it in a box, it in a loose bubble envelope). All has been working great since! No dead pixels, and this phone is simply amazing!
Hats off to Handtec for doing it right!
Bought both SGS II and the Note from handtec. I'm probably going to continue the trend with Galaxy S III. Despite what some people say about handtec not selling "UK" version of the note, it's not like it matters much here in the US
Both times, my phones arrived in less than 24 hours from UK!!!
Glad to hear there are good experiences with them, I will have to try them out on my next phone Galaxy S3? xD
plasket said:
My experience has been near the same with them, sans the dead pixels. I placed my order with them at 1:30 EST (Im in the US) on the 28th of November. Email conformations were quick and informative. On the 29th I received an email stating that because of my first time order with them, and that I was overseas, I needed to answer some additional security questions (Credit Card Bank Authorization number, etc.) I responded quickly to this, and they continued the vetting process. I ended up calling them to be sure they had everything. They were very polite and helpful on the phone. Rather than continue to delay the shipment, they asked that they be able to send the shipment to my work address so that they didnt have to wait for the security team to validate my home address with my CC. Because of the time difference between the US and UK, they werent able to ship it on Tuesday. I checked my tracking number on Wednesday and found that they sprung for overnight AM shipping! So Thursday morning my package comes in (my only complaint here is that they didnt ship it in a box, it in a loose bubble envelope). All has been working great since! No dead pixels, and this phone is simply amazing!
Hats off to Handtec for doing it right!
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Click to collapse
How did you reach them on the phone? I tried to call them many times, but all end up being referred to go to the website.
How can the package get there overnight? wow
what version of the note are they selling?? and where is it made (although i'm not quite sure what problems are inherent with which manufacturing site)
DMax99 said:
.....So I logged back on in about a minute after I logged off and asked them not to take off any protectors. Guess what they said to my surprise?! (apparently, it was the same operator)...and he said the check has already been done, nothing is wrong with the phone, and it is going to the warehouse as we speak, ready to be sent out today....
Click to expand...
Click to collapse
I agree that Handtec is a good/reliable company and also no offense to you but seriously..? In a minute? Come on... Since you said they asked for permission for opening it I assume it was opened/checked after you close the chat.
Lets see:
Closing chat with you and email or phone the Service Dept to check the phone? Time: 1-3min
Service Dept: Find your phone or any phone that will be sent, open box, open back cover and put presumably a used battery in it and start it up? Time: 5-10m if they haven't anything else to do.
Doing some quick tests directly on the phone or connected to the PC? I will give it another 3-8min because some pre-requirements might be needed.
Tests done and ready to ship, shutting phone down, removing back cover, out the battery, backcover on, phone in box closed, report made for the phone(not always), everything ready to sent and finally in it's way to the "warehouse"? Add another 10-20min
We are looking at about 20-40minutes if everything goes smoothtly. No offense OP but some common sense doesn't hurt here. Many people might jump to wrong conclusions reading that.
DMax99 said:
WOW....they must be SUPERMEN or something close....so professional and efficient.....
Click to expand...
Click to collapse
You are just being sarcastic aren't you...? Please tell me you are!
Also please, this post in not directed to you OP. But at Handtec.
koniakki said:
I agree that Handtec is a good/reliable company and also no offense to you but seriously..? In a minute? Come on... Since you said they asked for permission for opening it I assume it was opened/checked after you close the chat.
Lets see:
Closing chat with you and email or phone the Service Dept to check the phone? Time: 1-3min
Service Dept: Find your phone or any phone that will be sent, open box, open back cover and put presumably a used battery in it and start it up? Time: 5-10m if they haven't anything else to do.
Doing some quick tests directly on the phone or connected to the PC? I will give it another 3-8min because some pre-requirements might be needed.
Tests done and ready to ship, shutting phone down, removing back cover, out the battery, backcover on, phone in box closed, report made for the phone(not always), everything ready to sent and finally in it's way to the "warehouse"? Add another 10-20min
We are looking at about 20-40minutes if everything goes smoothtly. No offense OP but some common sense doesn't hurt here. Many people might jump to wrong conclusions reading that.
You are just being sarcastic aren't you...? Please tell me you are!
Also please, this post in not directed to you OP. But at Handtec.
Click to expand...
Click to collapse
LOL....It is TRUE....when I was on the chat the first time I have already given him the permission to check the phone. I don't know how their company works, but when I logged back on (maybe about 30 seconds to 1 minutes after) He told me the phone has already been checked.
BTW....They only said they would check the screen with my new replacement phone as the problem with my faulty phone was with the dead pixels on the screen.
But seriously I am not sure how the company works.....I am suspecting that the company is quite small. So maybe their warehouse and return department are the same department, and maybe there are only a few people working in the company with each person doing multiple things. Therefore, it take less time for communication. I really believe they try to make their company look bigger than what it really is.
Finally, I was not being sarcastic when I told them they are supermen. I really thought that they were really efficient.
ps. all the things I have told you are what they have told me on the chat. who knows what really happened over there on the other side of the world.
They were pretty easy to get ahold of. I called their number that was listed on the website, reached an automated prompt, chose sales support and waited a few minutes on hold. Guy picked up pretty quickly. They have hours from like 7-5:30 UK time
Sent from my GT-N7000 using Tapatalk
You people must be really lucky to get the phone delivered so fast. I ordered mine with some accessories on the 29th, I have yet to get it. Fedex status says clearance delay. First, Customs wanted an itemized breakdown with value. Then they want an FCC form. Having sent many phones to the U.S, I would have expected Handtec to know what documents are required to get through Customs.
That aside their customer service is pretty good so far. I'm just frustrated I didn't have the phone over the weekend.
So finally received my gnote.
Powered up got the OTA and now I'm enjoying it. Handtec even credited my credit card because the price has dropped since I purchased it.
Sent from my GT-N7000 using XDA App
My replacement should get here by tomorrow
Ok....so I have finally received the replacement back from handtec. They have also given me a Travel Power Adapter as a gift. I think they have given me that because the phone was supposed to be sent to me last Friday but didn't end up getting sent on Monday (not really a big deal to me though).
I have quickly turned on the phone to check the screen and it looks fine. I am pretty sure it's a German version as there is a German Manual in the Box plus, the phone was in German when it first booted up. It is kind of weird because everything on the back of the box is in English and even says UK at the buttom.
Anyways...I will start using the phone tonight after it's being charged fully and with a screen protector on. Hopefully there will be nothing wrong with this handset
I must say this again at the end....I am very satisfied with handtec's customer service. I will definitely buy from them again!
TLDR summary: Sent a Razr MAXX HD in to Motorola to have a cracked screen repaired with a guarantee that it would be done within 5 business days. For over the next month, I am continually lied to that I'd get a phone back within the next 1-5 days (depending on who I talk to), before they finally reimburse me for a replacement, well over a month later.
Full story:
I'm a huge fan of Motorola phones. My first cell phone after High School was an old school Razr, and outside of a brief dalliance with a BlackBerry Storm (my first smartphone), every other phone I've had was made by Motorola. I got a Droid X soon after release in 2010, loved it, and replaced it 2.5 years later when it was showing it's age by getting a Razr Maxx HD on release day. Totally happy with the Razr Maxx HD... until it accidentally fell out of my pocket onto a rock in a parking lot and cracked the screen. Phone was totally functional still, including all portions of the touchscreen, but it had spiderweb cracks on it so I figured I'd get it fixed.
I was excited to see Motorola offers repair services for things not covered by the warranty. motorola-global-portal.custhelp.com/app/answers/prod_answer_detail/a_id/91148/p/30%2C6720%2C8579/kw/ said it would only be $100 and they can do the lens replacement in (at MOST) 5 business days. It's such a routine repair that they had a separate price set up explicitly for it. So on Friday 04/19, I open a case, give them my credit card details, get an RMA number, and ship it via USPS the same day. I pay a few dollars extra to guarantee it gets there by Monday (4/21) morning (and to get tracking), figuring it should be repaired by that Friday (04/26) and I'd have it soon after that. Meanwhile, I reactive the almost 3 year old Droid X.
Then the problems start.
Monday, 04/22, USPS tracking confirms that the phone is received at 9:50am. I get an email from Motorola reminding me to send it in at 2:50pm, 5 hrs later. I figured it hadn't been processed yet. Tuesday (04/23) afternoon, I manage to check the status of my repair (with difficulty) at their website, and it shows it hasn't been received yet. Their website ( globalrepairtools.motorola.com/serviceandrepair/device/index/en-us/trackrepair/ ) has a LOT of problems, working extremely inconsistently, hanging in multiple browsers and sometimes even putting me through and showing me the status of a repair COMPLETELY unrelated to mine (even though I made sure to copy/paste my own RMA number). Wednesday (04/24), it still showed that my phone hadn't been received, so I called Motorola support (for the first time). After checked the tracking details, the representative confirmed it had been received, but had not yet been logged into the system, and said that the original 5 business day timeline was still likely going to happen. Friday (04/26), still no progress.
Monday 04/29, I call back, they note that according to their system the phone was received on 04/27, five days after it had been delivered, and that the 5 business day cycle actually only starts after it's logged into their system. I was assured that because they had records of talking to me on 04/23 and the phone had already been received then, they'd expedite the repair and I'd hear from them soon after with a tracking number for the shipment. Fast forward a couple of days with the same story (promise of an expedited shipment), on 05/03 I call back again and get told that, Lo and Behold, they were having some further "technical difficulties" at their repair facility but the phone should 100% be done by 05/08 (13 business days and 17 calendars days after it was initially received by Motorola), and I'd get expedited shipping from there. They said they'd send me a bluetooth headset for my trouble (something I don't particularly need). I emailed in a complaint to Motorola at this point, and whoever responded to the email simply said "I could see here that you already spoke with one of our agents from our Repair Team. They assured you that you will get your phone by May 08. We'll just have to take their word for it. I'm sure that they will expedite the repair from here. Our system is doing some updates that is why this happened."
Fine. 05/08 rolls around and I still haven't gotten any details... So I call back, pretty early that morning. They tell me (AGAIN!) that they had some problems at the repair facility and now have no ETA whatsoever when my phone might be done (they don't have any idea what's going on with it. My personal theory is they lost it), but they can send me a replacement Razr Maxx HD. I was OK with that option, but the rep says it will take 3-5 business days until I have the device, though he said it was more likely to be 3 than 5. That puts us at 05/15, right around when I had my family coming in for some big personal events, and I didn't want to be dealing with this then (and I wanted a phone with a functioning camera, while the one on my Droid X was broken).
05/10, I get an email that the order for my replacement Maxx HD was being processed. There was no tracking information in that email, though it did say there would be tracking information forthcoming. Now, for the bluetooth headset they mailed me the previous week, I got the email with the tracking # two days after the headset arrived, so I figured this would be a similar story so I should call in for a tracking # (so I could be home to meet the device when it arrived). Monday 05/13, call and there's no details. Still haven't received any email by Tuesday morning, 05/14 (4-5 business days after my conversation early on 05/08, depending on how you count it), so I call again to see if I could get a tracking number, and actually get a representative who says the phone is in a box at the warehouse ready to be picked up by FedEx. They say a tracking number would only be generated once it was picked up (which sounded strange to me). I call again near the end of business on Tuesday and get much the same story, where a second representative gives me the same story about it being in a box.
05/15 (5-6 business days after the replacement was ordered, 18 business days after Motorola received my original phone for repairs). The representative I get this time says there was some kind of mistake the previous day because of technical difficulties at the distribution warehouse and my order was in a status called "booking", but should be shipped within the next few days. I will admit I got angry at this point, but the agent assured me he had contacted the warehouse and it would only be a day or two till they got through the back orders. Note that at this point, they set some kind of flag so every time I call I start out at level 2 support. Which would be fine, except level 2 support has a minimum of a 35 minute hold time throughout the day, so I'd already practically memorized the entirety of Motorola's hold messages. The representative promises to call me back that day no matter what he hears from the warehouse people to give me an update. No call was ever received.
05/16 (25 calendar days after Motorola received my phone): I call again, get told that the phone was through "booking", was actually "picked", and was in a box and ready to be shipped that day. I call in between spending time with my family (who I see rarely) and different events I have to go to. I ask whether they actually talked to someone at the warehouse and got a confirmation that it would be shipped. That representative says she doesn't have any contact information for the distributor against an email address (say what?) but she'd be happy to send them (yet another!) email. She offers to escalate me to their "executive support", but it's already 4pm so they've gone home. I get a promise I'll get called back the next day.
05/17 AM: I call again, get told that it was still "picked", but would DEFINITELY ship that day. I ask if anyone has heard from the warehouse, the answer is no. I inquire as to possible Saturday delivery because it's getting dangerously close to when I'm actually leaving the state/country on a trip that I will need a phone for (because I've paid for a micro-SD card that I'll use abroad and it's my only planned way to keep in touch with my responsibilities back home), and get told by the representative it's probably not possible but I'll definitely get a call back later that day. I have some events planned that evening where I can't touch my phone, so he says he'll leave a VM or an email with details of any updates.
05/17 PM: I get a call from Motorola somewhere around 6pm and they leave a voice mail saying they saw I talked to someone that day already so they don't have anything to add. (say what?) Then I get an email from Motorola that has one word in the subject (HOTDELAY), and it basically says "please call us" and a different number than the one I'd been calling. So I call that number as soon as I'm able, get through to a supervisor for the repair team. Oh my, apparently the distributers warehouse was having further technical difficulties! Amazingly, that phone that I had been assured four (or was it five?) separate times would be shipping "that day" all week, wasn't actually in stock! They won't be able to ship me a phone until late June at the earliest. Needless to say, I flip out, saying that's completely unacceptable. So the supervisor says she'll call corporate and get back to me on Monday (05/20), since they'd already gone home and wouldn't be in on the weekend. She promises she'd call me by 1pm on Monday.
05/20 early PM: Wow. Supervisor actually manages to call me back around 1230pm and gives me the offer that Motorola will give me a Droid 2 as a loaner phone until they get the Razr Maxx HD back in stock. That's right. Not a Droid 4. Or a Droid 3. Or a Droid 2 Global. But the phone that is FOUR MODELS out of date and as old as my Droid X. Needless to say, I tell her that that is not an acceptable option, and the only thing that I'd accept at this point is for Motorola to reimburse me in full for the cost of a phone. She says she'd look into it.
05/20 later PM: I get a call back from the supervisor. Corporate has agreed to reimburse me for a phone. Hallelujah! I ask a few questions. It goes like this: "Will they reimburse me for the full value of the phone?" "Yes." "Will I be reimbursed all taxes and fees?" "Yes, of course, we will reimburse you all taxes". I should have gotten details of all this in writing, but I didn't think of it. I almost cry from joy to finally get this resolved. I go to Best Buy (because they don't have a charge to return phones and at this point, I'm skeptical until the check is sent) buy a phone for full price (because I obviously don't have an upgrade available for myself yet), fax them the receipt with my case number, name, and address written on it, and move on my merry way. I figure I'll call them later the next day to make sure the fax was received and the reimbursement is being processed. I was so excited because I was leaving for my multi state/country traveling on 05/22, and I was relieved to get this huge monkey off my back.
05/21 (the 1 month "anniversary" of Motorola receiving my phone): I get a phone call back from supervisor lady. She is incredulous that I somehow thought they'd reimburse me for a brand new full priced device. Apparently she meant they'd only reimburse me for the purchase price of the original device, so they want my receipt back from October and will only reimburse me for $250 (and for none of the VZW subsidy that I got by signing a new 2 year contract). I can only respond that I never agreed to such an absurd deal and that there is absolutely no way I'd accept 1/3 of the value of the phone that I sent in to be repaired as reimbursement. She says that's the maximum they'd consider reimbursing me, and that me buying a replacement phone myself was my own problem and that I should return it. I request to speak to her supervisor and eventually get forwarded to their corporate consumer advocacy office. Talk to someone from consumer advocacy who says they'd look in to see what they could do for me and we'd talk again later that afternoon.
05/21 PM: Individual from consumer advocacy calls me back. Says there is no way anyone would ever agree to reimburse me the full value of a replacement device, just the subsidized price I paid once. He acknowledges that the device is valued at much higher than that and that I only got that price through a subsidy I (for all intents and purposes) pay back through the contract I'm still liable for, but he says that is irrelevant for their purposes. I tried to escalate to an even higher level of support and get this resolved, but he refused, saying there is no one higher and that I had to take what he offered or leave it. When inquiring about another option (compared to getting reimbursed a fraction of the cost of the device), he changed the story regarding their stock of phones once again and says more will be in stock on 05/22. He also personally guaranteed that mine would be the first one out the door from that shipment. When I said I didn't believe him, he said that given my case history he wouldn't believe himself either, but I had no other choices. He said they'd ship it to where I would be on 05/22-05/23. After numerous complaints from me about the absolutely abhorrent service so far, he (begrudgingly) attempts to offer me another bluetooth headset. After my frank refusal of that, he finally offers to ship me a $100 google play card. All this time, he just patronizes me with "I understand your frustration", and no real apology on behalf of Motorola.
05/22: I get a call back from consumer advocacy. It turns out that no, in fact, there was no stock that came in that day. They offer to send me a Razr M until they can get more HD MAXXs sometime later the following month. I refused, and say (again) that the only option I'll accept at this point was reimbursement for a replacement device, because it's been a month and I'm leaving the country for a few weeks and don't want to deal with this. He says it's not possible. I ask who could make it possible and get told this is a policy of their finance department. He refuses to let me speak to the finance department, but puts me on hold and (lo and behold!) he says that he spoke with them and got approval to send me a check to reimburse me for the replacement. But because they're paying the full amount, I will not get a $100 google play card for my trouble or any other reimbursement. I should be thankful that they deign to pay me back for the device I sent them (and they lost somewhere). I make sure to get this offer sent to me in writing later that day.
05/30: They mail the check. Only took a week. I was amazed. I got it a few days later.
Lessons learned: NEVER utilize Motorola for any kind of repair services. A repair that I could have easily done in 30 seconds (if I could have reasonably gotten ahold of the part without having it shipped from Hong Kong over a period of 2+ weeks) was not only never completed, but ballooned into a whole saga.
I've considered filing a complaint with the Better Business Bureau, but I don't think they could do anything. I don't know what else I can do, so I'm also spreading the story to all the forums I know so people can be warned to not use their repair services. Would have done it earlier but I had the international travel and then a whole bunch of work to do when I got back.
Legal action for my time (I estimate I spent >20 hrs on hold/talking to Motorola) wouldn't be worth it, given that any attorney would charge more per hour than Motorola would ever offer me. To be honest, I'd have been satisfied if they had ever offered me a sincere apology, an honest update on the situation, or maybe even that (paltry) $100 that they had considered offering me but in the end took the offer back. I was over a month without a normally functioning smartphone.Instead, all I got was patronization, dishonesty that I'd get a phone back "soon", and a bluetooth headset.
If any of you are stuck down the motorola black hole, the biggest advice I can give is to call the consumer advocacy office. Insist you be transfered up there if you have to. They are also less than honest and less than useful, but they seemed to at least be able to contact the people that could do something. If they tell you something is not possible, don't trust them. Insist to find out who can make it possible, because it probably is. I'd post the number myself, but I don't know how much I'm allowed to.
Yup, this is exactly why I try to repair stuff myself instead of sending it in.
But thanks for sharing.
That's why I get the best buy warranty. 10 bucks a month but this is my 3rd phone. Each one has been free and taken no longer then a week.
Sent from my PACMAN MATRIX HD MAXX
That's why I take care of my electronics.
Not our finest hour...
Raryn said:
TLDR summary: Sent a Razr MAXX HD in to Motorola to have a cracked screen repaired with a guarantee that it would be done within 5 business days. For over the next month, I am continually lied to that I'd get a phone back within the next 1-5 days (depending on who I talk to), before they finally reimburse me for a replacement, well over a month later.
Really sorry to hear it. We (Motorola Support) are just recovering from a rough patch in repair, and looks like you had one of the worst experiences. It's not typical of our performance and we are working hard to get 100 percent back to our quoted turnaround time.
Again, sorry you had such a crummy experience.
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I was going to say I've read elsewhere of delayed repair times.
I am utterly shocked and devastated they were only willing to reimburse you for the subsidised amount! Who says you have an upgrade or access to one?!!
I am even scared to write about screen issues. My insurance company has a hard enough time keeping my model in stock and I can't afford to have $700+ temporarily out of commission.
Legal action... Maybe small claims court?
I would always remember never count on anyone for anything. You're bound to be let down and stressed. I can tell by the girth of your story you mean what you say.
It looks like Motorola read this. I'm shocked they didn't send you a free accessory or something to help compensate you.
I love this phone and its battery life and laugh every time my friends are tethered to an outlet. But all in all its just a cell phone and luckily you were even offered a loaner to begin with.
Fortunately this is not a story we hear every day and hopefully some xda members will chime in with their positive experiences.
Motorola please port webtop to this device!
Sent from my DROID RAZR MAXX HD
That is by far the worst experience I have heard of so far, and by all means if the customer has paid for the device and can prove so, should be entitled to a full refund or at least give the original phone back so the person can find other less stressful means of repair. That is simply unacceptable and Motorola should be held fully accountable if they are going to brand their name on anything. This story makes me upset even gees.
Razr HD
Eclipse V 1.3
Who said you were guaranteed to get it back in 5 days? Their website says 7-10 days after receiving it.
My experience with Moto service was OK. Not great. Just OK. I did get it back quick, 5 business days in fact. Their website and tracking are a pathetic joke for sure.
Like you, USPS indicated that my phone had been delivered but their system didnt show it. I contacted them and they gave me the same spill about the system having problems. I can accept that software systems can have problems sometimes so I wasn't to upset. I figured id give it a few days.
A few days passed and my phone still showed it hadn't been received. I called them and made sure (in a very respectful way) that i was very unhappy that they were having problems. They escalated my case and i talked to a new person. The new person gave me about the same explanation as the first person but assured me they would have it to me a max of 10 days from receiving it. Frustrated I accepted their excuse.
The next day it sowed as received in their system and that they were repairing it.
Two days later it showed as shipped. Funny thing was the "Shipped", emphasis on the "-ED", was for that day at like 1:00 pm. I got the notification that it had "shipped" like at 8:00 am. In addition to the fake ship date there was "NO TRACKING". I was thinking that those as shats marked it as shipped to appease me.
I was about ready to call them again but gave them a chance to make good. Then the next day it showed up all nice and shiny.
They did a good job repairing it. They replaced the whole frame, not just the glass. I know because there was a noticeable scuff on the top right corner that is no longer there.
This was actually for my sisters phone. She borrowed mine because here work requires here to have a phone. Anyway, she might not get it back. :cyclops: Ive quite enjoyed it the last few days.
That's horrible!
Good thing I saw this, I'll keep your experience in mind for if I ever need to get anything on my phone repaired. I can't believe you went through that much trouble. I quite am disappointed with Motorola at this moment.
DIY Motorola Repairs
My company, Simple Phone Trade, specializes in Moto repairs. If anyone else breaks a Moto device send me a message if you want a link to our manuals (XDA won't let me post URLs yet) or need direction with parts and tools.
We don't sell parts or tools and are unbiased/agnostic concerning wholesalers (not to mention experienced and knowledgeable).
Ok, my story with Z3 Compact ended not even started.
Yes, I got lucky and my screen cracked on itself without any force.
And it looked well as sony accepted the phone in US service center even though it was bought in UK.
That's where fun part stops.
First joke is a turn around time. 14 business day for a simple repair. that is at least 3 weeks! Who can wait phone that long?
That means I have to buy a new one and send sony to ebay when and if I got it repaired.
My guess is that people would buy anything else than xperia they just got broken.
What a stupid way to loose customers. Apple store would replace phone in store or take little time to resolve issue for example.
So after 16 business days I called just to hear that part is on back-order with NO ETA!
Also I was told that its not US phone so I should not even expect it to be ready soon.
Nice Sony! Good way to treat your loyal customers.
Seems like my first and last xperia phone unfortunately....
So if you still deciding ... Look at the other phones, that are more rigid or at least have a proper warranty service for 2014.
SonyXperia US has much to catch up.
Sucks man. My screen hasn't cracked yet but if it does this will definitely be my last Sony product.
I hope it won't. I am ok with stuff breaking as soon as you have a good service to get out of the situation.
Sony did not make that easy. The worst part is that there are no more good compact phones around except of iphone and galaxy alpha. which are worse than z3c in many ways.
Sucks that you're phone-less for so long, although Sony is fixing it despite being bought in the UK, which is more than they're doing for some people. Maybe the fact that it's a UK model is why they're not treating the repair with more urgency.
Other than Apple, which other phone manufacturer will instantly replace an unlocked phone as part of the warranty? Normally this is handled through carriers or (if you're lucky) the authorized retailer, but even they usually don't offer the same instant service as Apple. It's why Apple stuff costs so much. Well, that and the fact that iSheep will blindly pay for anything Apple :laugh:
pipspeak said:
Sucks that you're phone-less for so long, although Sony is fixing it despite being bought in the UK, which is more than they're doing for some people. Maybe the fact that it's a UK model is why they're not treating the repair with more urgency.
Other than Apple, which other phone manufacturer will instantly replace an unlocked phone as part of the warranty? Normally this is handled through carriers or (if you're lucky) the authorized retailer, but even they usually don't offer the same instant service as Apple. It's why Apple stuff costs so much. Well, that and the fact that iSheep will blindly pay for anything Apple :laugh:
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For samsung, sony and all other manufacturers even if you pay premium price like note 4 for $700 and xperia Z3 $650 you get ****ty service. You wont get instant replacements what so ever.. No proper estimated ship dates, No proper customer support, No Earbuds bundled is what we pay for and seems you enjoy it more
demon_xxi said:
Ok, my story with Z3 Compact ended not even started.
Yes, I got lucky and my screen cracked on itself without any force.
And it looked well as sony accepted the phone in US service center even though it was bought in UK.
That's where fun part stops.
First joke is a turn around time. 14 business day for a simple repair. that is at least 3 weeks! Who can wait phone that long?
That means I have to buy a new one and send sony to ebay when and if I got it repaired.
My guess is that people would buy anything else than xperia they just got broken.
What a stupid way to loose customers. Apple store would replace phone in store or take little time to resolve issue for example.
So after 16 business days I called just to hear that part is on back-order with NO ETA!
Also I was told that its not US phone so I should not even expect it to be ready soon.
Nice Sony! Good way to treat your loyal customers.
Seems like my first and last xperia phone unfortunately....
So if you still deciding ... Look at the other phones, that are more rigid or at least have a proper warranty service for 2014.
SonyXperia US has much to catch up.
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feel your pain, going through the same thing:
http://forum.xda-developers.com/z3-compact/help/handtec-returns-t2919883
was really glad sony USA would do warranty repair for my phone.. although 14 business day turnaround time seemed like a lot (3 full weeks regularly), but ok. they never emailed me to say they received it - no emails for anything in fact. i had to chat with them to confirm they had received it. and then they returned it to me in about a week - shipped it out in under a week, actually. although i wouldn't have known it had i not seen the 2nd delivery attempt notice on my door. had they emailed me, i would've been looking out for it and had it a few days sooner.
all that's fine, it's their stipulated process and timing, i just could have used some communication throughout. but then comes the icing on the cake. they removed the SIM tray from the phone and sent it back to me without it. so my phone is useless as a phone for a week now, and i'm still waiting to get a replacement or hear anything about it. they've stopped responding to my daily follow-up emails.. the latest response i got had an order number of some kind but no idea where i can put it to check status (it's no retail order number or anything). no tracking. just a blurb that it may take 14 business days to send out a SIM tray to me. and here i thought when i called they'd be like "oh sh*t, we'll get one right out to you asap". but i had to go through this RMA process a second time in order for them to send this to me. i've now owned the phone for 6 weeks, and only 3 of those have i been able to use it. first experience with sony not going so well.
mohlsen8 said:
feel your pain, going through the same thing:
http://forum.xda-developers.com/z3-compact/help/handtec-returns-t2919883
was really glad sony USA would do warranty repair for my phone.. although 14 business day turnaround time seemed like a lot (3 full weeks regularly), but ok. they never emailed me to say they received it - no emails for anything in fact. i had to chat with them to confirm they had received it. and then they returned it to me in about a week - shipped it out in under a week, actually. although i wouldn't have known it had i not seen the 2nd delivery attempt notice on my door. had they emailed me, i would've been looking out for it and had it a few days sooner.
all that's fine, it's their stipulated process and timing, i just could have used some communication throughout. but then comes the icing on the cake. they removed the SIM tray from the phone and sent it back to me without it. so my phone is useless as a phone for a week now, and i'm still waiting to get a replacement or hear anything about it. they've stopped responding to my daily follow-up emails.. the latest response i got had an order number of some kind but no idea where i can put it to check status (it's no retail order number or anything). no tracking. just a blurb that it may take 14 business days to send out a SIM tray to me. and here i thought when i called they'd be like "oh sh*t, we'll get one right out to you asap". but i had to go through this RMA process a second time in order for them to send this to me. i've now owned the phone for 6 weeks, and only 3 of those have i been able to use it. first experience with sony not going so well.
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Haha and they wonder why their sales are falling..
i bought their protection plan for $50.. 2 years covered and they will send me a loaner asap when i send my phone in for repair.
radiohead14 said:
i bought their protection plan for $50.. 2 years covered and they will send me a loaner asap when i send my phone in for repair.
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where did you get that for $50? online it says 79?
sravanz said:
where did you get that for $50? online it says 79?
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employee discount :good:
Where can I get the plan for at least 79? Can I get in in USA for phone I got from Clove?
I'm willing to pay for the plan as soon as it has accidental damage coverage. This is better than going with 3rd party warranty coverage.
Fond here http://store.sony.com/gsi/webstore/...le-Phones-Protection-PLUS-Standalone-Warranty
It says $59.99 + tax I assume.
Will check tomorrow if I can get it for the phone that already went to the service.
Really had no idea that sony has these extra plans for phones.
From my previous experience I had AHD warranty for 3yrs for my laptop from Sony Japan and they easily fixed all issues with shipment around the week even when there was a disaster going in Japan few years back. Japan service worked like a clock. They would also fix issues that I did not report. Just to replace components with fresh ones.
U guys are complaining because it took a week to get a phone not warranted in the usa to be fixed for free.... Try samsung or any unlocked, non apple phone and youll beg to go back to sony.
Oh and apple makes you pay for out of warranty repairs anyway. Like cracked screens.
The biggest joke is the screen cracked by itself. What's this Sony?
i had the back glass crack by itself here in the uk, sony repaired the device for free under warranty.1 week turn around time.
Just as a heads up, most decent credit cards give you an additional year of warrenty (on items costing up to $500) on purchases made with the card. This includes SonyRewards, which also provides 90 days accidental damage protection on purchases up to $500.
When I had a Samsung S4 Active I sent it twice for warranty repair. 2 weeks was normal turn around. Quit complaining.
Just to cool down the drama I see a UPS notification today that my phone is coming home.
I still think that 3 weeks is too much for screen repair. It takes less than a hour to replace it.
It would be ok if I have to wait 3 weeks for TV or Vacuum cleaner but its hard to survive without daily driver as a phone.
Good that I have dozens phones at home to use as a replacement, most people don't. I'm just saying that this is the way for Sony to loose customers.
For most it is better to go to Apple Store, PAY and get it fixed asap than look for a replacement phone, PAY for shipment and wait ... IMHO
Where Sony could improve even with current approach is bring more transparency and feedback. They have not notified me about receiving the phone nor about the backorder delays.
The simplest check my RMA status page would help a lot. I guess it is much more expensive to have staff answering phone calls and chat about RMA status. And all they can say - in progress or yes/no received.
The other way to improve is to start using quality glass and make more durable back for the phones
Meanwhile I started considering LG G2 or Nexus5 as a possible alternative. They are pretty old but still excellent phones. Also fragile though but less.
I feel your pain. I dropped my z3 compact here in the uk and cracked my screen. I sent it off to Sony mobile repair company in the uk and they said that it would take 14 days to come back. They quoted me £97.30 for the repair which is ok I guess, I mean i did drop it. After about a week thee website said that they had diagnosed the phone and it needed a new screen (genius) but that part was out of stock. What kind of repair service doesn't have replacement screens in stock, nice one Sony, how is this your official repairer?
I then found out that I had phone insurance through my work and for £50 I could get a new phone. So I decided to contact the repairer to cancel my repair and get my broken phone back. Despite ringing the repairer numerous times they wouldn't send it back even though every time I spoke to them they said it was in the process of being done. After 10 days I decided to contact Sony customer support and to be fair to them they got it sorted and had my phone back 4 days later. So i get a new z3 compact from my insurance company, and guess what the new phone's battery is ****ed. It drains like 25% every three hours and cant make it through a single day. So I'm back onto Sony and they say it needs to go off for repair. Yep, brilliant so i can wait another 10 days for you to tell me you don't have any parts in stock. So frustrating.
Blimey mate that's rough
Sent from my D5803 using XDA Free mobile app
I just want to share my sad story with you. I've been on xda for 7-8 years but I didn't want to use my other account. Hope you understand.
Mobicity, The Silence of the Lambs
original article by Mislav Bušić, via mob.hr
Last year, soon after the launch of Nexus 6, I ordered this device from a highly reliable British webshop called mobicity.co.uk.
At the time, they were taking preorders, and due to certain discounts, I managed to buy it at a considerably lower price than in any other store.
I had to wait for almost four months to receive the device I had ordered. To put it mildly,
I was impatient and angry – both at Motorola and at mobicity – mostly because of the lack of information I was getting from them.
However, I had no other choice but to wait patiently.
Finally, I got hold of Nexus and I immediately started a detailed inspection of the device. I ran an out-of-the-ordinary unboxing,
compared it to its main rivals, Note 4 and iPhone 6 Plus, and I wrote my review. My dear editor was so pleased with everything that he,
at the very least, wished for his own copy of the device.
In the meantime, we tested various other devices, and I used the Nexus 6 along with my Note 4. At the end of May,
there was a period of three weeks during which I completely stopped using Nexus. Due to circumstances at the time,
I was travelling a lot, so I placed the Nexus back into its original packaging, because Note 4, with its far better camera and battery life,
was simply a better choice when going on a trip.
Since I wasn’t using the Nexus, I decided to pass it along to my editor. Who doesn’t love “the smell of a new smartphone in the morning”?
Since I do backup of all my smartphones almost on a daily basis, I took the box and went straight to the post office.
At the counter, in the post office, I decided to double-check if everything was in place. What followed was utter shock and disbelief.
The battery of Nexus 6 was inflated like a pack of the cheapest crisps. The cover/lid came off and there was no point in sending the device at all.
In the pre-cardiac condition, I called Krešo, my editor, to explain the whole situation. I don’t know who was in a greater state of shock, him or me.
He, because he wasn’t getting his new toy, or I, because I had it and was now left without it.
Since unfortunately, Motorola doesn’t have a representative in Croatia at all, and mobicity offers no European guarantee,
I had no other choice, but to contact more-or-less all domestic service centres in the hope of finding someone who could repair my Nexus.
I decided to log on to mobicity’s webpage to contact their customer service, and I was again confronted with another unpleasant surprise.
My account, which I had used to buy dozens of other devices, had been deleted because it had been a couple of months since my last log-in and/or purchase.
At this point I was furious. I managed to get their customer service email address and I finally managed to explain my problem to them.
What followed was a dozen of emails during the next fortnight in which I tried to explain that the device was kept in a box, in a room, at room temperature,
away from the sunlight, turned off, with no contact to moisture or cosmic dust. In a nutshell, the conditions were more than perfect.
Finally we reached the conclusion that it wasn’t my fault that the battery got inflated.
During the following fortnight we exchanged yet another dozen of emails in which mobicity very politely explained that it would be best if I could find a service centre in Zagreb that would fix my device.
The biggest problem was the non-existence of a telephone contact with the personnel at mobicity so that I could explain the situation more efficiently and quickly.
Unfortunately, their support service is as prompt and effective as the Croatian judiciary system, so you have to wait for a reply sometimes even for a week.
Weeks went by and mobicity kept on insisting on issuing a €50 voucher which would, according to them,
make up for the mental pain and the cost of battery replacement as well as possible broken motherboard or whatever.
No matter how much I insisted on sending my Nexus directly to them to have it serviced, they persistently refused to accept it.
The main excuse was the somewhat strange ban on sending inflated batteries by plane across the European Union.
This sounds logical – the battery might explode and take down the entire plane.
After a few more emails, I came to understand that this ban applies to all types of postal services, not just air mail.
After I had realised that we cannot come to an understanding, I directed mobicity’s customer service to mob.hr, the web portal I work for.
mob.hr actually attracts 200,000 unique visits a month and we cover an area of around 20 million people and, in fact,
we are the highest rated daily blog on mobile telecommunications in ExYu.
Mobicity took this as a threat and almost refused any further cooperation.
Then I politely explained that a threat would mean writing an article in English about their customer treatment and sharing this article on all leading world web portals,
including those in the USA as well as those in the UK, featuring a whole lot of pictures, attached emails and a video in English ready to be uploaded on our YouTube.
Eventually we reached an understanding. They apologized and decided to accept my Nexus 6 and service it if I agree to remove the battery before sending the phone.
That is exactly what happened. I managed to remove the battery (which meant taking the whole device apart), and I sent the device to Great Britain.
I was patiently checking the tracking number and I saw that the package had been delivered on July, 23.
I thought that maybe they would contact me upon receiving the package, and since this didn’t happen, I decided to contact them.
It turns out that if I hadn’t contacted them, my Nexus would remain there for weeks without them knowing about the whole situation.
Didn’t worry about this too much as they assured me that the device would be serviced in a few weeks’ time, so I decided to wait patiently.
Days went by and the only contact I had with the service centre was the “well-organized” customer service. I kept reminding them and sending them emails once or twice a week.
Weeks went by, and so did the first month since they received my device, and mobiycity’s customer service still had absolutely no information about the status of my device – what’s its status,
are they still waiting for parts, did they notice some other misfunctions apart from the missing battery… as if they hadn’t received the device at all.
I kept sending them emails on a weekly basis until they finally responded. Six weeks after they had received my phone,
they replied that the device was being inspected by their technicians – which actually means that they were staring at it wondering where the battery was.
I was furious, but I managed to calm myself down and I contacted the European Consumer Centre (ECC). They informed me that, since the English are involved,
I can do nothing but wait. They were kind enough to offer help and they contacted some of their colleagues in London who might call mobicity and ask them to speed thing up.
In case mobicity turned them down, the story would end here since, legally, there is no time constraint regarding the servicing of the device!
After two weeks I was informed that the battery had been replaced and that the device was being further tested.
In translation, the servicer’s son got hold of it for free for another couple of weeks or even months to play games, and,
in case the battery doesn’t get inflated again after the kid tries all possible games on Android, I will be given my device back.
After 4 (!) months, I received absolutely no news about my Nexus. Dozens of emails, complaints and status requests went by practically unnoticed.
Mobicity sent me generic emails such as “soon”, “we still don’t know”, “we’re waiting for our repair centre to reply” and so on.
At this moment I wasn’t sure if I was ever going to get my device back or if it had been given to someone else as a wonderful Christmas present.
If someone did something like this in Croatia, we would be accused of being backward, uncivilised and incompetent. Since all of this took place in the UK,
the cradle of civilisation, it is perfectly clear that there are plenty of incompetent, uneducated and lazy people outside Croatia. Maybe if I hadn’t been cheap,
and if I had offered that PR person at the other side of the email some £10 bribe, maybe he would have checked where my Nexus was and would have told his colleagues to fix my phone.
At least, that’s how it works in Croatia, where you need bribe even to get your driving licence.
About 3 weeks ago, I threatened mobicity with negative feedback article, and gave them deadline till friday to repair my Nexus. Within 24 hours,
they said my device is repaired and waiting to be shipped. Guess what? They still haven’t manage to ship it!
So, to sum up, having a warranty is a wonderful thing without which you shouldn’t buy a device because you could easily have an accident as I did, no matter how careful you are.
Be careful where you buy your device and what kind of warranty it comes with. Well-known webshops are sometimes considerably cheaper than the local retail,
but they come with certain risks involved which you have to be prepared for. Your device will most likely be taken to be serviced,
but be prepared wait for it for a couple of months or even to lose it altogether. All things considered, we do not recommend buying from the mobicity.
This is the risk you run with all sites like this.
Also Admitting to having more then one account is an easy way to have both accounts banned.
Thread closed.