This is why, in the end, I'll probably buy an iPhone next time, even though I like my Nexus One better.
In August, my Nexus One power button failed. Short version--the phone was supposed to be repaired, but they lost my phone and eventually sent a swap after many days and phone calls.
This past Friday, I broke the screen on my phone. My fault. I called HTC Nexus One service on Saturday to initiate a repair. Having learned from my previous mistake, I decided to just go for a swap right off the bat so I could get a phone more quickly. The rep on Saturday told me that even though he had all my old records, he couldn't initiate the repair order because nothing happened when he entered my "IMEI" number. He said there was some glitch in the system and he would have to "escalate" to fix the problem. They will respond within 24-72 hours of escalation, according to the rep.
Called back Monday morning. The rep said that things looked better, and she would send an email shortly to confirm that the swap process had begun.
Monday afternoon. No email. I call back again. The rep says my request had indeed been escalated, recommended I call back in a day or two.
Wednesday I call again. The rep looks things over, tries to initiate the process, she says it "looks like" they (whoever "they" are) have received my escalation, and that's all she can do at this point. Ask to speak to a supervisor. Wait on hold a long time. Rep finally comes back, says the supervisor is still busy. She takes my number. Supervisor never calls back.
Thursday afternoon (today). Brimming with optimism, I call again. Rep checks things over, says my account has now been officially escalated; they now have 24-72 hours to respond. I tell him that I thought the account had been escalated on Saturday, and then Monday. So, in other words, it took 5 days to escalate the account, then they have another 3 days to respond. So EIGHT DAYS just to PLACE the order for a swap repair!
As a contrast: On Tuesday evening, a coworker cracked her iPhone screen for the umpteenth time (she's very careless). On Wednesday, she's got a replacement phone. Now I realize that HTC can not match the convenience of having a local retail store, but I expect that I ought to be able to at least ORDER a new phone in less than eight days.
Is that so unreasonable?
In August, my Nexus One power button failed. Short version--the phone was supposed to be repaired, but they lost my phone and eventually sent a swap after many days and phone calls.
This past Friday, I broke the screen on my phone. My fault. I called HTC Nexus One service on Saturday to initiate a repair. Having learned from my previous mistake, I decided to just go for a swap right off the bat so I could get a phone more quickly. The rep on Saturday told me that even though he had all my old records, he couldn't initiate the repair order because nothing happened when he entered my "IMEI" number. He said there was some glitch in the system and he would have to "escalate" to fix the problem. They will respond within 24-72 hours of escalation, according to the rep.
Called back Monday morning. The rep said that things looked better, and she would send an email shortly to confirm that the swap process had begun.
Monday afternoon. No email. I call back again. The rep says my request had indeed been escalated, recommended I call back in a day or two.
Wednesday I call again. The rep looks things over, tries to initiate the process, she says it "looks like" they (whoever "they" are) have received my escalation, and that's all she can do at this point. Ask to speak to a supervisor. Wait on hold a long time. Rep finally comes back, says the supervisor is still busy. She takes my number. Supervisor never calls back.
Thursday afternoon (today). Brimming with optimism, I call again. Rep checks things over, says my account has now been officially escalated; they now have 24-72 hours to respond. I tell him that I thought the account had been escalated on Saturday, and then Monday. So, in other words, it took 5 days to escalate the account, then they have another 3 days to respond. So EIGHT DAYS just to PLACE the order for a swap repair!
As a contrast: On Tuesday evening, a coworker cracked her iPhone screen for the umpteenth time (she's very careless). On Wednesday, she's got a replacement phone. Now I realize that HTC can not match the convenience of having a local retail store, but I expect that I ought to be able to at least ORDER a new phone in less than eight days.
Is that so unreasonable?
