Buyer beware! MUST READ!

[System6]

OK. So I just want to say that I love my Nexus one. LOVE IT! I have had a G1, MyTouch, iPhone, iPhone3GS, Palm Pre, and a plethora of Win mo phones, but I have an interesting Nexus one story I think people should hear.
My phone was not sending texts and I was getting very poor reception. Being that I hadn't done so in days I decided to power cycle it. When it came back on it opened up a "boot loader" screen. I panicked thinking my device was bricked. I went and posted asking for help and was informed that boot loading was natural if you hold down the track ball and the power switch for several seconds while turning it on. The only problem? I didn't do that. I just boot loaded for no reason.
I panic and mess with it for almost 15 minutes before I can finally get the splash screen again. When I do, and it finally starts up, it is running in "Safe mode" as it indicates in the lower left corner. None of my widgets are working, the phone is running slower than any smart phone I have ever owned. Lag and just running awful. I pull the SD card, reboot, pull the sim card reboot, try holding this down, doing this, etc, and to no avail, until it finally boots normally. I have to replace all my widgets and I'm good to go again, right? WRONG!
Now, when I open anything, the screen starts freaking out. Highlighting text boxes, opening pictures in the gallery randomly while zooming in and out on it's own. I can't navigate anything or make a phone call at this point. Again, sheer panic. I send a request to Google for help and I didn't even get one of those neat little "we received your request, someone will be with you shortly" emails as you would expect. So, I do the next logical thing. I call HTC.
The rep is very kind, but informs me I have to either A. Send it back in to be repaired (YEAH RIGHT! REPAIR A 10 DAY OLD PHONE?!), or B. they can replace it, but I have to buy a new one again and they will refund me the cash when they get the old one back.
I'm a working man with a family. I don't have $575 to spend on ANOTHER Nexus one. This was my Christmas present, and I had to help save up for part of it myself for weeks. I ask if I can just send my phone back and then have them send me another and they tell me no, the "system," doesn't work like that. I ask for a supervisor and after a 12 minute hold the same rep tells me there is nothing they can do. I ask, "Where is the supervisor?" He says "Oh yeah, hold on". I wait another 7-8 minutes, she gets on the phone, I explain my story, she is very kind, says "Let me see what I can do" and then hangs up on me. 47 minutes on the phone, nothing resolved and they don't even have the decency to call me back.
I call back in 10 minutes later after I calm down and Joe blow tell me to hold on for a supervisor. 12 minutes later, I learn that they don't have a "real" supervisor there this late, just a senior rep, and she is on her break. They tell me to call back tomorrow.
In case I left any of this out, they want me to know that it will probably be 3-5 business days before my replacement ships, and there is nothing they can do about that either. So now I sit here... waiting for tomorrow.... with this little skateboarding Android guy mocking me, and no phone to use.
THIS IS WHY the unsubsidized issue was a bad idea. If I had bought it through T-mobile, I could have dealt with only 1 person, but no, I'm talking to Google, and HTC, etc, etc. The support for this handset has been a wreak as well as the poor launch.
The Nexus one is my favorite phone I have ever owned. All I want is another one that works right, but that seems like too much to ask for. Oh well.... it's not like it was expensive or anything!
I just want to state for the record that I am borderline OCD and this phone is in MINT condition. Never been wet, never been dropped, not a scratch, I don't let people play with it, etc. I used to work for Sprint as a manager and a tech and this is an obvious hardware defect.
I haven't found another issue like it, but beware, and be prepared for the biggest load of BS ever to come out of a tech support department. I should have at least got a shirt that said "Now we have your money, piss off" or something. FML.

Picasa Web Albums - System6music - Nexus 1 fail

Picasa Web Albums - System6music - Nexus 1 fail

 

[7thson]

I sent an unopened N1 back the first day, they won't refund my money, I got the same cursory "yes we've got your email, thanks" email. I've called HTC and got one condescending prick after the other. When I asked to speak with a supervisor, he put me on hold for 20 mins and then hung up. Similar story the next time I called.

Once they have your money, they really couldn't care less. Good thing American Express has my back, they'll just refund my money and google can fight with them if they're so inclined.

 

[System6]

The HTC people were actually really nice on the phone, but the wait time was not acceptable. Their answers and the lack of support for this is unacceptable.... it's a joke really. This is what happens when 3 companies stick their hand in the same cookie jar... no one wants to take responsibility and the fact they don't communicate well or support each other is a joke.

I love Google, I think HTC is great, and despite my issues the Nexus one is still my favorite phone of all time, but as a customer, I'm getting handled like crap and it's unacceptable. They sent me a bad unit with faulty hardware...not my fault or my problem. They need a more reasonable solution.

 

[kyler13]

To the OP, can't you just buy a new one on your credit card? I mean, if you send the old one back ASAP, you'll probably get the refund in a reasonable time such that it'll be credited before payment even comes due.

 

[nyfinest32]

To the OP, can't you just buy a new one on your credit card? I mean, if you send the old one back ASAP, you'll probably get the refund in a reasonable time such that it'll be credited before payment even comes due.

I agree. Besides I thought they only take ur cc# incase u never return the phone in which then they charge ur CC?

 

[androidtx]

Just use a credit card, you won't be out any cash. This is very common practice.

 

[AndroidsOfTara]

I sent an unopened N1 back the first day, they won't refund my money, I got the same cursory "yes we've got your email, thanks" email. I've called HTC and got one condescending prick after the other. When I asked to speak with a supervisor, he put me on hold for 20 mins and then hung up. Similar story the next time I called.

Once they have your money, they really couldn't care less. Good thing American Express has my back, they'll just refund my money and google can fight with them if they're so inclined.

Both Google and HTC are reputable companies and you'll get your money back... it just may take a while.

I have also been annoyed with them. It took talking to two reps and a supervisor and waiting six days to get my prepaid mailing label to return my N1.

I think Google screwed up by not having a unified support infrastructure in place before releasing the N1. But they're smart and they'll learn and they'll get it working soon enough. Those of us who just had to have the N1 immediately are dealing with some very annoying hardships, but I suspect that the majority of N1 owners are actually happy with their phones.

Having said all of that, I also plan to get my credit card company involved if they take too long to return my money.

 

[MartinS]

Very common place? I rarely see this and find it outrageous. I hope I don't have a problem with mine. What happened to consumer rights?

 

[oniongirl]

Very common place? I rarely see this and find it outrageous. I hope I don't have a problem with mine. What happened to consumer rights?

Perhaps they meant commonplace to use your credit card in the fashion described to order a new one. I can't see why everyone's complaining, I've had no problem so far (after using it for all of 4 hours )

 

[System6]

I don't own a credit card. I own a debit card which I had to use and now won't be able to make my house payment on time now.

They do not take you card just in case, as I had to do the transaction this morning and the money has literally already been taken out.

The problem I have here is that I have no control. I can't face to face with someone, I have to wait a ridiculous amount of time to get the phone as the supervisor told me today that overnight shipping is "not an option and that the warehouse probably wouldn't even pack my order until monday.

The other issue is, if they say something is wrong with the phone and it's my fault, they can charge me for the new phone. I am certified by HTC to repair their handsets as I used to work for Sprint as a repair technician, however, I am not "trained" on the Nexus one and I figured they would jerk me around if I opened it up. I wanted to just to take pictures to prove that everything inside was "clean" and in good working order.

I have taken AMAZING care of this phone. I still don't know why it happened, but hey... 4 phone calls totaling 1hr34mins, $530, and a week later, I will get a replacement. :/

 

[raremage]

I don't own a credit card. I own a debit card which I had to use and now won't be able to make my house payment on time now.

They do not take you card just in case, as I had to do the transaction this morning and the money has literally already been taken out.

The problem I have here is that I have no control. I can't face to face with someone, I have to wait a ridiculous amount of time to get the phone as the supervisor told me today that overnight shipping is "not an option and that the warehouse probably wouldn't even pack my order until monday.

The other issue is, if they say something is wrong with the phone and it's my fault, they can charge me for the new phone. I am certified by HTC to repair their handsets as I used to work for Sprint as a repair technician, however, I am not "trained" on the Nexus one and I figured they would jerk me around if I opened it up. I wanted to just to take pictures to prove that everything inside was "clean" and in good working order.

I have taken AMAZING care of this phone. I still don't know why it happened, but hey... 4 phone calls totaling 1hr34mins, $530, and a week later, I will get a replacement. :/

While this situation sucks, I have to say that, from this last post, you may have your priorities a bit screwed up.

Making a house payment is a bit more important than owning the newest, latest, greatest phone.

 

[pwnvds]

I have had terrible experience with HTC customer service for the Nexus One. I agree with the comment about subsidizing phones - what this whole Google experiment has proven is that subsidizing phones a (carrier-sold phones) is actually a great system! Cheaper phones (for the consumer), much better service, protection from a company like T-Mobile that actually cares about service. HTC's system is broken.

I had to call three times to get a fedex shipping label that they said they would email. I never got any emails from Fedex, this is 5 days later. I dropped the phone off myself, luckily I live in Houston. Since then they diagnosed my phone and sent me an email that directed me to a website where I could approve or reject the repair. I approved it but the website is BROKEN and doesn't let you submit. I called about 6 times since then, they say they'll investigate and escalate and call me back. Nothing happens. Wait times are ridiculous while they supposedly try to talk to a supervisor (although they answer the phone IMMEDIATELY). The reps are actually quite friendly but the system is broken.

So then one rep says he'll process it manually - I gave him my credit card and he said he'd charge it and a supervisor would push the request through. The website STILL says it's waiting for me to approve repairs. I called again this morning and the guy knew nothing about it. He said they that the phone was in diagnostics waiting for quotation. WTF ?! Then he apologized and said he couldn't help me - he had "no answers". He said he was frustrated too. I think the reps know that HTC's systems are dysfunctional, but they can't do anything about it.

This Google phone experiment is a certifiable disaster. You buy the phone from Google but it ships from HTC and you have to return it to HTC to get credited from Google? And HTC's system is dysfunctional? I am trying to PAY for a repair - can you imagine trying to get a warranty issue resolved ?!

Google's venture into selling phones is a failure. They need to retreat while they still have some dignity. The idea is flawed - selling unlocked phones through their website. You can't even use this phone properly on any other US carrier besides T-Mobile! It would have made much more sense to sell this phone through the traditional channels. Or perhaps if they had taken ownership of the phone like Amazon-Kindle or Apple-Iphone, and taken responsibility for sales-warranty-returns, it would have been much more effective. They are simply brokering the sale of a phone on behalf of HTC, whose customer service is a disaster. FAIL.

 

[System6]

@raremage Thank you for your wise financial advice. I use my phone for business which pays the house payments and only have a few days left to exchange it so I am not left with much of a choice.

Thanks for that though, very helpful.

 

[JSchu22]

I've read on this forum of a couple of situations where people were being sent a replacement phone and would only be charged if the defective one was not sent back within ten days. I don't know if this was an option when you called but I would not be surprised if it's something that one would have to request, as opposed to being offered by a brand new customer relations department.

 

[System6]

It was not an option. They don't charge you, but they put a hold on your money, i.e. so your available balance is way less until they get the phone back and deem it a "manufacture defect".

Either way, they technically have control over my cash until the issue is resolved.

 

[raremage]

@raremage Thank you for your wise financial advice. I use my phone for business which pays the house payments and only have a few days left to exchange it so I am not left with much of a choice.

Thanks for that though, very helpful.

There are many, many less expensive options than an N1. If you have to cut things as closely as you stated, well, it sounds to me as if it's ill advised. If it wasn't a factor - and you made it one in your post, not me - then maybe you should have left it out?

 

[JSchu22]

It was not an option. They don't charge you, but they put a hold on your money, i.e. so your available balance is way less until they get the phone back and deem it a "manufacture defect".

Either way, they technically have control over my cash until the issue is resolved.

Oh well if that's the case then the hold should drop off by the next day. At least that's how my bank handles holds. I know that wouldn't help for the one day, but at least it may not mean you will be without it for several days.

 

[System6]

@raremage it was my Christmas gift from my wife. We have had a rough year financially and I haven't bought a thing for myself. I support several charities, my favorite color is blue, and I like mexican food. Would you like to know more about my family and financial situation? The reason it is posted is because I would believe that a lot of people don't just have an extra $530 laying around to pay for something they shouldn't have to because it was defective in the first place. I see your point, but you know NOTHING of me, or my financial situation other than what I posted. You're right though... I could return it, pay the restocking fee, go several days without a phone until I get a new one, buy an older model that's more likely to be outdated, hence making me desire a new phone again in the near future. I bought this phone because I believe it will have a long shelf life and is a good investment. Financially, long term, I believe that's a more responsible thing to do.

@JSchu22 Indeed. I feel like a jerk for not mentioning this now, but they did say it would probably fall off my account in 3-5 business days. It's still an inconvenience and what happens if HTCs random "phone expert" claims it's my fault? I will have to pay for it. I understand, I really do. It goes back to the poor integration by all of the companies though. If this phone was sold through T-mobile, they would AE the phone for me and just "bill my account". I could also take it to a store and argue with someone face to face if they decided to be jerks can claim that I somehow damaged the phone when I know I haven't. I understand the way they're doing things, and why they have them in place, it just seems to be so poorly executed for the common consumer.

 

[MartinS]

The situation is ridiculous. There's no way that the consumer should be put in this position. What if HTC deem that the phone has been damaged by the owner? Where to then?

I feel sorry for you System6 - once you budget $500 for a purchase you should not be required to budget for the same amount again just in case it breaks.

I hope you get this sorted quickly.

 

[AgentCooper]

There are many, many less expensive options than an N1. If you have to cut things as closely as you stated, well, it sounds to me as if it's ill advised. If it wasn't a factor - and you made it one in your post, not me - then maybe you should have left it out?

Go to church if you want to lecture people on their personal decisions -- let's keep this on topic.

I think the point that is being made is that is ridiculous to expect "Joe Phone" consumer to plop down ~$1,060 on a phone within a week ($530 for the original purchase and a a hold for another $530). This can be especially daunting if you got the $179 subsidized price -- you pay $179 and now they expect you pay $530. I completely understand why it's necessary though what I gather is at least the customer service could be a bit better as to why there is a hold when the phone isn't even remotely close to shipping (few days out?) and when the hold will be lifted.

 

[pwnvds]

@MartinS -- then you're screwed. I would highly recommend insurance from Assurion or Square Trade or wherever you can get it. Better yet, buy it with a good credit card that has Purchase Assurance and other consumer protections.

 

[raremage]

@raremage it was my Christmas gift from my wife. We have had a rough year financially and I haven't bought a thing for myself. I support several charities, my favorite color is blue, and I like mexican food. Would you like to know more about my family and financial situation? The reason it is posted is because I would believe that a lot of people don't just have an extra $530 laying around to pay for something they shouldn't have to because it was defective in the first place. I see your point, but you know NOTHING of me, or my financial situation other than what I posted. You're right though... I could return it, pay the restocking fee, go several days without a phone until I get a new one, buy an older model that's more likely to be outdated, hence making me desire a new phone again in the near future. I bought this phone because I believe it will have a long shelf life and is a good investment. Financially, long term, I believe that's a more responsible thing to do.

Hey, you made it a point, not me. I just highlighted it. You're justifying and proselytizing - if it's so important and its been a rough year, you had the option of going with a free (subsidized) option and avoiding that extra added expense of laying the money out up front.

Having said that, I wasn't trying to start a fight. I understand that it's important to reward yourself (and for your wife to reward you) with a nice gift from time to time, especially after a rough year. I agree, I only know you from what you posted - that's what I based my comment on. You may know exactly why and how you made a carefully considered decision - but there are many people who made a knee-jerk purchase decision without any concept of the implications on their financial situation. Since, as you say, I don't know you, it may have been guidance you could use. If not, OK.

It was meant constructively; if that's not how you took it, sorry. Enjoy the phone, and good luck with the mortgage.

 

[shivers316]

Ok, guys, let keep it civil in here. Thanks.

 

[MartinS]

@MartinS -- then you're screwed. I would highly recommend insurance from Assurion or Square Trade or wherever you can get it. Better yet, buy it with a good credit card that has Purchase Assurance and other consumer protections.

Thanks, but it's not me. I bought mine on CC and have insurance included with my bank account. Plus my phone is fine.

I was just sympathising with System6's situation.

 

[System6]

@AgentCooper Thank you. That's all I was trying to say which is why I posted personal information about my situation and that the cost and policy was unreasonable to the average consumer.

@raremage Understood, but it's like reading Little red riding hood and asking why she was wearing red. You were missing the point of the story. I do appreciate you "concern" as you put it, but if it was concern and not you trying to point out the fact I have no money or cannot manage my finances, a PM would have been nice. I have been paying my mortgage for 8 years and if I am up to 30 days late there are only fees, but then again fees which I shouldn't have to pay. I actually don't do bad financially, but with January being a 3 pay period month, I just spent too much too fast trying to get ahead, and I believe that the situation HTC has put me in is BS.

@pwnvds I have assurion and while they are expensive as well, I doubt they have these on hand yet, have only commited to exchanging it for a "comprable device" (What's "comprable" to the Nexus one?!), and they only help you once you are out of the 14-30 day perios depending on who you bought the phone from. (e.g. Sprint does 30 day exchanges) But you are right...and that is good advice

@shivers316 Will do sir. Sorry, it just seemed to get a little OT and personal and I wasn't a big fan of that. I do want to make a point though that I am trying to inform other Nexus one users and not trolling as again, I like htc, love Google, and think the Nexus one is easily one of the best handset I have ever had.