@pwnvds No, actually your personal attack on JSchu22 seems irrelevant. The fact it's a holiday has a lot to do with the OT from the OPs last response. (Sorry to reply in the 3rd person. I'm not a jerk, I just couldn't think of how to word that! lol)
I will say this phone is one of the most delicate I have ever owned. I'm afraid the screen is going to break just by me looking at it....lol. It's still a BALLER phone. I wish my replacement would arrive already. :/
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Quote:
Originally Posted by System6
@pwnvds No, actually your personal attack on JSchu22 seems irrelevant. The fact it's a holiday has a lot to do with the OT from the OPs last response. (Sorry to reply in the 3rd person. I'm not a jerk, I just couldn't think of how to word that! lol)
I will say this phone is one of the most delicate I have ever owned. I'm afraid the screen is going to break just by me looking at it....lol. It's still a BALLER phone. I wish my replacement would arrive already. :/
I hope I do not have to concur with the delicate assessment someday. Hope your replacement arrives soon though, and thanks too.
It feels good in the hand... I think it's just because it's so thin and the front in like 95% screen. I still love this freaking phone and am clutching on to the hope I just happened to get a dud. Thanks for the well wishes!
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While I certainly wouldnt even approach calling Nexus One handset issue resolution "smooth", I think a lot also falls on the expectations of the individual. If you thought that a detective device could be replaced quickly, three days out from a launch so far from what a corporation was doing previously- shame on you. If you thought the same of a device that needed to be repaired- even more so.
That doesn't mean I think Google can just slide through and given a pass for ignorance. I was reasonably aware that if there were any issues with the phone that I would have to be patient, given the lack of a brick-and-mortar store to go to. I understand the frustration, I really do. I just don't see how one could expect seamless service from a company doing such a 180. We often hear about early adopters being guinea pigs for devices and the same could be said for a new retailing venture. Doesn't make it right but as intelligent people we should recognize the reality of a situation too.
Update: I talked to HTC again today for at least the tenth time. Finally the rep says that he can confirm that they have the phone, they have my payment, they now have the parts, and they are working on repairing it. This is ten times more information than I've gotten out of them perviously. He said it would take 2-3 days to fix it and that they would be in contact with me.
Now, I don't know if any of this is true -- but at least they were able to give me some sort of status update. Perhaps they're just trying to shut me up for a few days and then feed me more crap later, but for now I'll give them the benefit of the doubt.
@system6, you're probably right - the thin form factor is a natural Achilles heal. definitely good advice to treat it with a lot more care than the average phone. I've heard of tons of problems with the iphone screen cracking (whole companies were started around fixing them), but in my case I think its odd that the outer glass screen was fine but the inner screen cracked.
Either way, we truly are guinea pigs, in the traditional Google Beta fashion!
@system6 - i just read your comment about my "personal attack" on Jschu.....are you kidding? did you read Jschu's comments to me? this thread is called "buyer beware" and this guy is telling me its my fault that I have to deal with customer service, even though I'm paying for my own repairs. I wasn't commenting on the fact it was a holiday, I was commenting on his comment that was an attack on me that truly was irrelevant to the discussion. Does anyone actually read the postings before they respond?
The postings in this thread are FURTHER PROOF that Google's plan to have "forums" deal with phone issues is incredibly ill-conceived!
@Rix I repaired phones for years. I have literally NEVER broken a hand set in my life. This is obviously a software issue, you are obviously a troll...on probation much?
@pwnvds Sorry. I might have mixed up the posts, that could have been meant for @JSchu22. It was to whoever was jumping to conclusion on how the person had treated their phone based on past experience. I had a crappy dodge aries as my first car and I treated it OK and maintained it, but I didn't treat it like I do my new vehicle. It's unfair to jump to conclusions, that's all I was getting at... sorry for the confusion and/or the tasteless remarks.
I do want to note that after emailing Google about my phone issue last Monday before calling HTC I got an email back from them.... today. I knew to call HTC, average consumer might not. This goes back to needing unified support to point people in the right direction in a reasonable manner of time.
Speaking of time...I was told my new device would be here in 24hrs from HTC. It's been 6 days and I still have no tracking number. To be fair it has only technically been 3 business days since the weekend and MLK day.
@JSchu22 talking about the repair/exchange issue, I would almost agree with you 100%, but this isn't an iPhone and the figures don't lie. They're not running out of stock or having order fulfillment issues So I would expect LESS than a 3 day turn around. Rep takes notes, types it in the computer, takes CC info, it gets a label mailed down to the warehouse, they slap it on and UPS picks it up. Even if they were busy 2 days would be pushing it and 3 days should be no problem.
Still waiting... still wondering... I will keep you all informed.
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Quote:
Originally Posted by System6
@JSchu22 talking about the repair/exchange issue, I would almost agree with you 100%, but this isn't an iPhone and the figures don't lie. They're not running out of stock or having order fulfillment issues So I would expect LESS than a 3 day turn around. Rep takes notes, types it in the computer, takes CC info, it gets a label mailed down to the warehouse, they slap it on and UPS picks it up. Even if they were busy 2 days would be pushing it and 3 days should be no problem.
Still waiting... still wondering... I will keep you all informed.
I agree with you there, just that neither company has had to do this directly with the consumer before. That would lead me to not be surprised with delays. Definitely not cool, just no shock either.
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One thing to remember is that anyone in favor of Android SHOULD want this to work out for Google. I'm sure when asked each and every one would say it's silly to even suggest they don't, but there are many posts that suggest otherwise.
How is google charging state sales tax on an online order thats distributed from an out of state distribution facility. They own not a single brick and mortar in any state? Something is really fowl smelling with that practice if not illegal.
How is google charging state sales tax on an online order thats distributed from an out of state distribution facility. They own not a single brick and mortar in any state? Something is really fowl smelling with that practice if not illegal.
While I wouldn't personally have worded it the same way, I agree in principle with what you're saying. Sales tax seems to have been erroneously charged, but maybe there's a good reason that we're just not aware of.
@JSchu22 EXACTLY! That's what I have been trying to say and do all along. This is a complaint, but it isn't a rant and rave. I'm not trolling. I love Google, I love my Nexus one, I am just kind of using this as a "mini blog" on my experience in hopes that it will inform others and maybe catch Googles eye.
Google employees frequent sites like this, so I am hoping they do see everyone's complaints, ideas, and suggestions and run with them.
I'm VERY happy with my purchase and overall satisfied with the product. The support is in need of some serious help though. I really do wish Google the best with this though. It's exciting and I can't wait to see what the future holds.
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Quote:
Originally Posted by infoman
How is google charging state sales tax on an online order thats distributed from an out of state distribution facility. They own not a single brick and mortar in any state? Something is really fowl smelling with that practice if not illegal.
Google has many offices around the the country. Tax will be charged in any state they have a presence. They may not own the bricks but they at least lease quite a few.
Google has many offices around the the country. Tax will be charged in any state they have a presence. They may not own the bricks but they at least lease quite a few.
Ahhhhh..it really doesn't work quite that way and requires some legal investation at minimum. Happen to have list of these offices? If what you say is true, this is one royal consumer screw job from the self imposed termination fees, restocking charges, overaul high cost of the product. Not to mention the lack of established phone customer service. OMG! Are they even going to support the phone in the future or is that fee based also. It certainly appears they are out to gouch as much as possible. http://www.google.com/corporate/address.html
Don't see an office in Ohio but yet sales tax is charge. Hmmmmm.
Last edited by infoman; January 19th, 2010 at 08:59 PM.
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Originally Posted by infoman
Ahhhhh..it really doesn't work quite that way and requires some legal investation at minimum. Happen to have list of these offices? If what you say is true, this is one royal consumer screw job from the self imposed termination fees, restocking charges, overaul high cost of the product. Not to mention the lack of established phone customer service. OMG! Are they even going to support the phone in the future or is that fee based also. It certainly appears they are out to gouch as much as possible.
Well I'm sure all of us that paid sales tax would love an opportunity to get some money back, so if you find out something please let us know.
In the meantime please excuse my dismissal of this conspiracy theory as absolutely ridiculous. If you think the Nexus One costs too much, then it probably does cost too much... for you.
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I can't let this ridiculous go on. I've literally been shaking my head since this sales taxes scam was suggested. It's true that a little bit of information is a dangerous thing.
"Collecting Sales Tax: Some Sites Have To, Some Don't
If an online retailer has a physical presence in a particular state, such as a store, business office, or warehouse, it must collect sales tax from customers in that state. If a business does not have a physical presence in a state, it is not required to collect sales tax for sales into that state. This rule is derived from a 1992 Supreme Court decision which held that mail-order merchants did not need to collect sales taxes for sales into states where they did not have a physical presence."
I can't let this ridiculous go on. I've literally been shaking my head since this sales taxes scam was suggested. It's true that a little bit of information is a dangerous thing.
"Collecting Sales Tax: Some Sites Have To, Some Don't
If an online retailer has a physical presence in a particular state, such as a store, business office, or warehouse, it must collect sales tax from customers in that state. If a business does not have a physical presence in a state, it is not required to collect sales tax for sales into that state. This rule is derived from a 1992 Supreme Court decision which held that mail-order merchants did not need to collect sales taxes for sales into states where they did not have a physical presence."
No location in Ohio, but yet sales tax is charged. The phone is nice, and cost really isn't the issue. In the short time I played with one I wouldn't hesitate to purchase if it was offered and supported through a carrier. But honestly you have one chance to make a good first impression and Google didn't do that. This is one company I absolutely would not purchase from in this goggly arrangement they drummed up.
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Originally Posted by infoman
No location in Ohio, but yet sales tax is charged. The phone is nice, and cost really isn't the issue. In the short time I played with one I wouldn't hesitate to purchase if it was offered and supported through a carrier. But honestly you have one chance to make a good first impression and Google didn't do that. This is one company I absolutely would not purchase from in this goggly arrangement they drummed up.
Well then you wont have to worry about paying sales tax either. Sounds like a win-win situation to me.
Last edited by JSchu22; January 19th, 2010 at 09:20 PM.
Well then you wont have to worry about paying sales tax either. Sounds like a win-win situation to me.
You are correct sir. This forum has more than enlighted me. I think the majority of cell phone users will continue to upgrade there phones through more orthodox and established channels. Convienence, price, and customer service are king! I appreciate your knowledge and comments.
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Originally Posted by infoman
You are correct sir. This forum has more than enlighted me. I think the majority of cell phone users will continue to upgrade there phones through more orthodox and established channels. Convienence, price, and customer service are king! I appreciate your knowledge and comments.
I can appreciate your sarcasm, as I have most certainly used my fair share. You are right though as this new model wont take much steam out of the more traditional means anytime soon. Ironically of the three characteristics you mentioned, Google is arguably only one short- Service. It's definitely a big one, but one I suspect will get much better. Whether it improves enough for this to become a strong option for the majority, who knows. There were many naysayers about online shopping at one point.
UPDATE : Still not having a tracking number I called HTC. The first guy could not help me, so he got me to the returns/exchange department. I spoke with a guy named Conrad who was very informative and very kind.
He did not use the Holiday as an excuse, but he did say that because of it they did not "batch" their shipments Friday so mine got "batched" today. He said my phone will go out tomorrow, and should be here no later than Thursday. He told me if it had not arrived Thursday to please call back and ask for him personally.
He sounded like he knew his stuff and his customer service skills were awesome. Now......Well. now we wait.
My 2 cents here... customer service generally sucks now. Companies cannot or will not or just do not know how to take care of a customer. When a company does not have a storefront, they need to step up their game when it comes to customer service. these "phones" are very expensive for average consumers whether for Business, like me or personal use. When i spend 5-600 dollars on a device i expect the level of service to go with it as well as the device to work like a 600 device.
I work too hard to spend my hard earned money on crap like HTC and google dish out. I too have had my problems with HTC, big time. Rude, condescending stupid reps who know very little about their own phones and software. Long waits, constant hangups, etc etc. Then they end up blameing my carrier and tell me to call them.
Sorry, but far too many people are afraid to speak up, wrong is wrong, let me tell you, I do not handle my customers like HTC or google does, too many people put up with crap like this. I for one won't and I will not let my customers either.
Google has more money than God, there is no excuse for the crap that goes on. It's stupidity and arrogance is what it is. Greed also. Google needs to get in or get out. All they will do is alienate a generation of consumers if they play phone designer for a few years and then get board.
Apple got it right, right from the get go. i know I had the IPHONE. Sorry I left. Problem with hardware? Call apple. Problem with software? call Apple. Problem with app store? call apple. Problem with itunes? Call apple. Newest software out? Just plug it in and update.
there were no problems of 500 different handsets and 5 different OS levels, the carriers did not get in the way of newer software updates etc etc.
Apple knows how to take care of it's customers for sure. google is playing for fun and unless they get serious, which i seriously doubt they really will, they will fail in this little experiment.
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Originally Posted by bbrosen
My 2 cents here... customer service generally sucks now. Companies cannot or will not or just do not know how to take care of a customer. When a company does not have a storefront, they need to step up their game when it comes to customer service. these "phones" are very expensive for average consumers whether for Business, like me or personal use. When i spend 5-600 dollars on a device i expect the level of service to go with it as well as the device to work like a 600 device.
I work too hard to spend my hard earned money on crap like HTC and google dish out. I too have had my problems with HTC, big time. Rude, condescending stupid reps who know very little about their own phones and software. Long waits, constant hangups, etc etc. Then they end up blameing my carrier and tell me to call them.
Sorry, but far too many people are afraid to speak up, wrong is wrong, let me tell you, I do not handle my customers like HTC or google does, too many people put up with crap like this. I for one won't and I will not let my customers either.
Google has more money than God, there is no excuse for the crap that goes on. It's stupidity and arrogance is what it is. Greed also. Google needs to get in or get out. All they will do is alienate a generation of consumers if they play phone designer for a few years and then get board.
Apple got it right, right from the get go. i know I had the IPHONE. Sorry I left. Problem with hardware? Call apple. Problem with software? call Apple. Problem with app store? call apple. Problem with itunes? Call apple. Newest software out? Just plug it in and update.
there were no problems of 500 different handsets and 5 different OS levels, the carriers did not get in the way of newer software updates etc etc.
Apple knows how to take care of it's customers for sure. google is playing for fun and unless they get serious, which i seriously doubt they really will, they will fail in this little experiment.
I don't disagree with your feelings about customer service at all. Ironically, in reference to your comments about Apple, this is exactly what many in the Android community use as a fault. I do not feel that way as I loved my time with the iPhone- still the longest I've kept myself to a single phone.
Yeah, both very good insights and opinions. The one thing that REALLY bothers me about the handset is the fact they have different builds. Open OS means that can happen, but like usually win mo devices were getting updates, just not little tid bit.. i.e. sense ui is to motoblur. The would block or disable functions that the device couldn't handle.
It would be nice to see all the phones on the same build, even if they didn't have the exact features, just to bring some consistency.
The fact you can brick these phones too is another complaint. Like you said, Apple got it right with the restore through iTunes via computer. I wish (or hope) that in the future Google will release updates through PCs as well as OTA.
This is a carrier issue, but again, on My MyTouch I was going from 1.5 to 1.6 and to stabilize their network they had to roll it out slowly. Because of this it made it to where some users didn't get the update for over a week after the other users had. This is a universal problem though as we all know that Apple has had unbearable server load with OS upgrades and new device launches. I don't think this has been perfected quite yet.
I absolutely hate the Linux OS (all builds except those for specific purposes, e.g. G-parted), but I love Android.
I hate the linux OS because I think its overly complex to use (I'm a tech geek and know how to use all the functions I just think it's sad they still run mostly off command lines) but I think Android has really brought a simple user interface into the picture with the Android OS.
Phones will get older, and outdated as hardware get better... that's a given, but when you buy an iPhone, you pretty much know that it will be good for almost 2 full generations. That's a smart business model because it feels like an investment.
The Droid is an entirely different phone of its own, and I like it and respect its owners, but you can't help but feel a little screwed when you buy a handset and 2 months later one comes out for about the same price that is almost literally twice as fast.
Ray Kurzweils theory of singularity impacting cellphones to a noticeable extent already?!
We have to be fair and say, is Google a huge corporation, yes. Should they have had the insight and resources to prepare for some of these issue in advance, yes. Is it disappointing to a lot of customers, yes. BUT.... and it's a very big but.... this is their first try. The launch could have gone better, but they still have time to innovate and prove they are going to work towards a successful business model and plan with their cellphone sales.
I think at this point we have all seen and felt the benefits and shortcomings. What has happened has happened.... how they respond to what has happened will determine their fate.
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Hey that's probably why they chose T-Mobile as their first partner- G1 then again with the Nexus One. Only this time their next big venture is doing so with a much bigger network.
Yeah, both very good insights and opinions. The one thing that REALLY bothers me about the handset is the fact they have different builds. Open OS means that can happen, but like usually win mo devices were getting updates, just not little tid bit.. i.e. sense ui is to motoblur. The would block or disable functions that the device couldn't handle.
It would be nice to see all the phones on the same build, even if they didn't have the exact features, just to bring some consistency.
Your absolutely correct. It makes you wonder if one should even to continue to embrace the Android platform. If the hardware is running on the Android OS, they all should be the same build and version. Who wants to spend hard earned cash and four months down the road be left hanging and wondering if your getting an OS upgrade at the demise of google. More focus should be placed on developing the OS to provide the BASIC functions people desire, not what they dictate. This will be my last droid based if things don't shape up. It's a tool, not a toy and I won;t be a guiena pig for anyone. I wonder what the standard issue phone is at Google corporate, a Blackberry. LOL
Last edited by infoman; January 20th, 2010 at 05:40 AM.
@FreshPrince I don't agree with that personally, and having dealt with Apple and HTC, I would have to say Apple has a leg up on HTC easily. Not in terms of the way they treat me, but in terms of how smoothly their system is set up to deal with returns, exchanges, and repairs.
My friend had her iPhones simcard stop working... had Applecare....they sent her another one and it wouldn't boot so they sent her a brand new one....9 months after her original purchase.
At this time, they were overnighting her phones so she wouldn't be without one and literally had all 3 phones in her possession with no hold on any credit card.
UPDATE : There is no "Conrad" who works there. "William" just informed me his supervisor is on a break and not available a the moment and that he was escalating this to the "Tier 2 support team". I was also just informed that this was because I was officially out of my 14 days.
Tier 2 support will call me at their earliest convenience. When I asked him if he could assure me that would be with in 72 hours, he could not.
I DON'T CARE WHO YOU ARE, THIS IS UNACCEPTABLE SERVICE.
Last edited by System6; January 20th, 2010 at 11:16 PM.
UPDATE : Still no handset. I called yesterday and they said tier 2 support would call and they didn't so I called back this morning. I talked to a supervisor that told me she was going to call the return department in Houston and talk to the RMA supervisor. I was on hold for 16 minutes and she finally told me he was not in and she would leave him a message.
2 hours later I got a call that He would "personally" ship my phone today and I would have a tracking label and an RMA label sent to me by 5pm central time. I got neither so I just called. I got a smug and short little man by the name of Chris that told me that when you send something FedEx, you don't get the tracking for 24 hours. I explained to him that this was B/S, because tracking information on an overnight package after 24 hours is useless....it would have already arrived.
I asked to talk to a supervisor. He had me wait several minutes and then told me "She told me to tell you the same thing". I asked again to speak to the supervisor and he said "OK, but she is just going to tell you the same thing".
I held for 8 minutes and got a supervisor by the name of "Heather Cummins". The first thing she said was "You already call this morning and got information, why are you calling back? Did we already no tell you what was happening with your swap?" When I told her that I had been informed of the tracking info and had not received it she said she was "Sorry, but there was nothing she could do about that".
She seemed to be hung up on the RMA label, kept speaking over me, wouldn't let me finish my sentences, and basically yelled at me for calling with questions and concerns. I told her that it was not acceptable to speak to me that way and I would not tolerate her speaking to me in that manner.
She kept telling me she had no info, I just needed to wait, etc. Finally without warning Chris took the phone back from her and provided me with a tracking number.
I went to FedEx and it HAS IN FACT BEEN SHIPPED!
I am sure they are overwhelmed with calls, but no one at HTC up to this point has been so rude to me. I checked my spam folder and they have not sent me anything at all. they confirmed my email address and have it correct.
They promised it was being overnight and would be here tomorrow, and the tracking information confirms that although it is still sitting in Houston.
It looks like the saga of the most difficult purchase and exchange in my life is almost over... knock on wood!
Thanks for the support, I will finish this post out when it arrives and my old device is confirmed defective and not "broken".
P.S. For any of you having battery issues, as I am since my handset has gone haywire, HTC has no extra batteries or battery covers. When asked if I could get these replaced (As my phone was so hot on the charger last night it burnt my hand this morning, and I have had to take the cover off and on to do battery pulls to try to get it to work) they would not promise they could or would exchange those items for me in the future.
So far it is working great (so did the first one). I called HTC today to ask about the RMA label and the guy treated me like I was an idiot. He said it had been emailed to me several times and to check my spam folder. I did, and it wasn't there.
When my phone arrived the RMA label is in the box. I called and spoke to a supervisor and after being told 5-6 times I would get an email of a label I needed to print out, I discovered they are not doing that anymore and they will all come in the box, unless for repairs of course.
SO! Scheduling a pick up for tomorrow....and away it goes. Lets see if this goes as smoothly as one could hope for.
I called HTC today to ask about the RMA label and the guy treated me like I was an idiot. He said it had been emailed to me several times and to check my spam folder. I did, and it wasn't there.
When my phone arrived the RMA label is in the box. I called and spoke to a supervisor and after being told 5-6 times I would get an email of a label I needed to print out, I discovered they are not doing that anymore and they will all come in the box, unless for repairs of course.
This is pretty typical of all my interactions with HTC customer care. They try to treat me like I'm an idiot but they're factually wrong about what they're telling me.
Overall most of my interactions have been with people who are very kind. I have had 3 now be total jerks, but to be fair I have talked to like 30.....
I believe though that HTCs reps are trained to get you off the phone, period. Make something up, tell them you will call them later, but whatever you do, DO NOT tell them that you actually don't know....lol.
I feel sorry for them. It seems like their company has failed to put the tools in place for them to gather, share, and execute any plans or data.
Overall most of my interactions have been with people who are very kind. I have had 3 now be total jerks, but to be fair I have talked to like 30.....
I believe though that HTCs reps are trained to get you off the phone, period. Make something up, tell them you will call them later, but whatever you do, DO NOT tell them that you actually don't know....lol.
I feel sorry for them. It seems like their company has failed to put the tools in place for them to gather, share, and execute any plans or data.
I've only talked to 3, but they've definitely all been jerkoffs. What you said about them just trying to get you off the phone and making stuff up is completely true unfortunately..
EDIT: scratch my "favorable" impressions of HTC... they are a bunch of f*cktards...
Just called back to first ask WHY the F I was only given the option of sending in my DEFECTIVE (aka POS) Nexus One BEFORE a replacement sent back to me. Now I'm without my Nexus for what's going to amount to at least a WEEK!
Got that douchebag "Chris" on the phone this time. Arrogant little prick kept saying "I'm sorry sir, there's nothing I can do.... Low man on the totem pole, you know?" The way the put you on hold to "talk to their supervisor" - a huge CROCK that is. He had the NERVE to say... Sorry sir, this is "Google's phone"... "We just do tech support here". It's like they are all passing the BUCK!!! WTF??????!!!!!!!!!!!!!!!!!!!!!!!!!
Mark my words - this is the LAST POS HTC device I'm ever buying. I can't say I'm a big Moto fan, but as soon as there is some sort of GSM Moto Android unit with high res screen and T-Mo (AWS 1700) 3G bands, I'm ditching this effing Nexus One...
I was willing to give these guys a break, but EFF that!!!!
Last edited by mi_canuck; January 22nd, 2010 at 04:55 PM.
Anyone know how we can log formal complaints against HTC "tech support" jerkoffs? This has honestly got to stop. They are running their operations for their flagship device with a bunch of high school dropouts. Saying shit like "Sorry sir, but this is *Google's* phone... we have nothing to do with it, except tech support". That is so far from an UNacceptable statement, it's not even funny!!!!!!!!!!!!!!!!!
EDIT: scratch my "favorable" impressions of HTC... they are a bunch of f*cktards...
Just called back to first ask WHY the F I was only given the option of sending in my DEFECTIVE (aka POS) Nexus One BEFORE a replacement sent back to me. Now I'm without my Nexus for what's going to amount to at least a WEEK!
Got that douchebag "Chris" on the phone this time. Arrogant little prick kept saying "I'm sorry sir, there's nothing I can do.... Low man on the totem pole, you know?" The way the put you on hold to "talk to their supervisor" - a huge CROCK that is. He had the NERVE to say... Sorry sir, this is "Google's phone"... "We just do tech support here". It's like they are all passing the BUCK!!! WTF??????!!!!!!!!!!!!!!!!!!!!!!!!!
Mark my words - this is the LAST POS HTC device I'm ever buying. I can't say I'm a big Moto fan, but as soon as there is some sort of GSM Moto Android unit with high res screen and T-Mo (AWS 1700) 3G bands, I'm ditching this effing Nexus One...
I was willing to give these guys a break, but EFF that!!!!
I've gotten the same line - "This is Google's phone, we just do tech support here". And then I can't get anyone from google to reply to my emails either. And then the HTC guys treat me with contempt, overall quite a dissatisfactory experience to say the least.
Even though they've hired people for their tech support that can barely figure out how to read and write, I still like HTC's products and will definitely continue to buy them. But the lesson has been learned here - buy directly from a carrier or a more reputable merchant directly.
I just had a call with someone over at HTC that actually seemed to care. Whether anything gets done, I don't know. But Gina - a person I spoke with last about my case, was seemingly very helpful and emphatic. She at least took the time to verify whether anything else could be done, and mentioned that she took my feedback regarding "Chris Otter" in order to "escalate" the case.
First of all - this "Chris Otter" - don't know if the same 'Chris' that System6 above had issues with - when he put me on hold, it took all but 5 secs for him to get back to me saying "yup, nothing my supervisor can do either"... He then had the NERVE to say "well sir, this phone is *Google's* phone, it's not HTC's phone, we are just tech support. But it is Google's phone" is a quite derogatory tone. He then proceeds to say "sorry sir, I apologize, but... you know... low man on the totem pole... you know...". Very much the snide, smug attitude that System 6 above talks about. So again, dunno if the same Chris, but sounds like it might be.
All this because of the initial tech agent's (Tony or Anthony Templeton) utter failure in giving me the correct, quickest, most inconvenience-less option of getting a replacement. He stated, "this is the quickest way for us to get you a replacement phone" - ie. me sending my unit back, before they send me a replacement. Why I believed him, I still don't know. All I want is a Nexus One that will work properly. So now I'm stuck without a Nexus for a whole week, as they will only be receiving my defective Nexus on Tuesday 1/26. So likely, they'll only ship out on Wednesday 1/27 and IF it's overnight, will get back on Thursday 1/28. But that's only if all goes smoothly. I expect Friday, or who knows, maybe even later the way things are going with HTC. I'm gone on a trip starting Feb 1st (Mon), so at this point, I don't even know if I'll get it back before then.
For all we know, their names are just aliases... So not only did I log my complaints with Gina (who again, was super nice, and took time to investigate other options, and here my complaints about how the previous tech agents handled my ticket), but I also called HTC back at their main hotline number. I logged a formal complaint against both Chris Otter (for his extreme lack of courtesy and professionalism) but also against Tony/Anthony Templeton for this complete incompetence in giving me - the customer - the best and quickest means of getting a replacement device. Who the hell knows if that will go anywhere. But at least I feel better for at least having tried to make it known to HTC the issues that some of their tech agents are causing, and all the while, I've kept my cool, never "lost" it, never even raised my voice or used profanity against any of the agents. I sincerely hope they do record phone calls, because they (whoever they are) at HTC will realise how POOR "most" (not all) of their Nexus One tech support agents are at handling these initial issues with the early adopters.
Note, I'm not angered about the device itself, or outraged about it having issues. I accept the risks of being an early adopter of a new device. But my beef is with the tech support and how my particular case was handled. And it sounds like many people, just from the threads in this very message board - which is but a small % of the Nexus One community, I'm not alone in my disappointment in HTC's tech support.
I even commented to Gina that if I was asked "if I'd buy another HTC product in the future", my response would be "most likely not".
Indeed. All this feedback is good. Some good experiences, but I think for the most part, dealing with HTC regarding the Nexus one has been unpleasant for about 90% of customers to say the least.
My defective one shipped back today. Lets see what happens!
This is nothing compared to Apple's crap service, so I'm good with it!
I have dealt with apple many times for software and hardware issues, you deal with one entitiy for all issues, software? Apple. hardware ? Apple, app store ? Apple Itunes? Apple. I have always gotten excellent knowledgeable friendly service, promptly. I have had my ipod replaced new, twice by the Apple store even tho they did not have too, and I also got a free upgrade because of trouble i had with one hardware issue.
Apple does take care of its customers. You do not know what you talk about.
I just had a call with someone over at HTC that actually seemed to care. Whether anything gets done, I don't know. But Gina - a person I spoke with last about my case, was seemingly very helpful and emphatic. She at least took the time to verify whether anything else could be done, and mentioned that she took my feedback regarding "Chris Otter" in order to "escalate" the case.
First of all - this "Chris Otter" - don't know if the same 'Chris' that System6 above had issues with - when he put me on hold, it took all but 5 secs for him to get back to me saying "yup, nothing my supervisor can do either"... He then had the NERVE to say "well sir, this phone is *Google's* phone, it's not HTC's phone, we are just tech support. But it is Google's phone" is a quite derogatory tone. He then proceeds to say "sorry sir, I apologize, but... you know... low man on the totem pole... you know...". Very much the snide, smug attitude that System 6 above talks about. So again, dunno if the same Chris, but sounds like it might be.
All this because of the initial tech agent's (Tony or Anthony Templeton) utter failure in giving me the correct, quickest, most inconvenience-less option of getting a replacement. He stated, "this is the quickest way for us to get you a replacement phone" - ie. me sending my unit back, before they send me a replacement. Why I believed him, I still don't know. All I want is a Nexus One that will work properly. So now I'm stuck without a Nexus for a whole week, as they will only be receiving my defective Nexus on Tuesday 1/26. So likely, they'll only ship out on Wednesday 1/27 and IF it's overnight, will get back on Thursday 1/28. But that's only if all goes smoothly. I expect Friday, or who knows, maybe even later the way things are going with HTC. I'm gone on a trip starting Feb 1st (Mon), so at this point, I don't even know if I'll get it back before then.
For all we know, their names are just aliases... So not only did I log my complaints with Gina (who again, was super nice, and took time to investigate other options, and here my complaints about how the previous tech agents handled my ticket), but I also called HTC back at their main hotline number. I logged a formal complaint against both Chris Otter (for his extreme lack of courtesy and professionalism) but also against Tony/Anthony Templeton for this complete incompetence in giving me - the customer - the best and quickest means of getting a replacement device. Who the hell knows if that will go anywhere. But at least I feel better for at least having tried to make it known to HTC the issues that some of their tech agents are causing, and all the while, I've kept my cool, never "lost" it, never even raised my voice or used profanity against any of the agents. I sincerely hope they do record phone calls, because they (whoever they are) at HTC will realise how POOR "most" (not all) of their Nexus One tech support agents are at handling these initial issues with the early adopters.
Note, I'm not angered about the device itself, or outraged about it having issues. I accept the risks of being an early adopter of a new device. But my beef is with the tech support and how my particular case was handled. And it sounds like many people, just from the threads in this very message board - which is but a small % of the Nexus One community, I'm not alone in my disappointment in HTC's tech support.
I even commented to Gina that if I was asked "if I'd buy another HTC product in the future", my response would be "most likely not".
HTC support is farmed out to a third party company, and they are horrible. once their contract is up they will probably look for some one else. They are rude, condecending and snide. I have complained many times about them, fill out the survey they email you, they do call you back about it, I always tell the truth in them, they do seem to be concerend , you have to get the right one.
"All this because of the initial tech agent's (Tony or Anthony Templeton) utter failure in giving me the correct, quickest, most inconvenience-less option of getting a replacement."
Once you make the second call verify your email is correct for the prepaid labels, user error and sometimes you can not hear the customer talking IE screaming babies in the background, driving with the window down on the phone etc. We try our best to help everyone and I do apoligize to anyone and do truly feel bad when I have to tell them that I personally can not do anything at this time but send a email out.
Long before the Nexus One launched, the media was filled with speculation, buzz, rumors, and excitement regarding the possibility of a "Google Phone". The rumors were put to rest when Google announced the Nexus One, the first ever Google ... Read More
HAS IN FACT BEEN SHIPPED!
