Originally Posted by pydbl

Hi Necorum, I am glad you are here to share your thoughts.

My experience with individual representatives has been great in the sense that all the representatives I've talked to were extremely cordial and understanding. The issue that I have and, I think, I share with others is that I've been told that the escalation team would contact me either via email or phone, but I've never been contacted except for the initial confirmation email about my case and the email confirming that my phone arrived at your repair center in Houston.

Also frustrating is that I was told the wrong info about sending my phone to you. While apparently I should've only sent the device, the representative, while quite cordial, told me erroneously that I should send the entire box to your company to get a replacement. After I realized I made the mistake of sending back everything, I called your customer service hotline about my problem. The representative opened a support ticket and reassured me that everything inside the box would be sent back to me. Unfortunately, when I received my phone this past Wednesday, the only thing that was in the box was the phone. Without the battery and battery cover, my phone is essentially useless at this point. I called your toll free number right away, and was promised that I would get an email or phone call from the escalation team regarding my case in 24-48 hours. And for the past two days, I received no phone call or email. So yeah, I haven't been able to use the phone for 2 weeks.

So have you personally handled cases having to do with customers being told to send the phone and accessories but not getting the accessories back after repair? And if you have, how did you deal with these cases? Thank you!