Update : I sent my phone back days ago and haven't heard a word.
@Necorum I take it you're an HTC employee.(?) When you exchange a Nexus one you DO NOT EMAIL THE CUSTOMER A LABEL, it comes in the box with a the new handset.
I'm a big fan of HTC, I love my Nexus one, but the truth is that HTC prepared so poorly for this and the service has been nothing short of terrible. I'm surprised it isn't making cellphone news with all the complaints listed everywhere...I.E. Other forums, Googles forum, etc..
I had someone call me from HTC today because they got a ticket I was having problems with my return label email. I told them that over a week ago. The phone should already be back in HTCs possession and they are getting back to me today?!
I think when it comes down to it we are all just annoyed with the lack of information, the constant misinformation, in some situations obvious lies to us, and the fact that the power you have to do anything at all to help the customer seems to be so small and micromanaged that nothing can get done in any reasonable time frame.
I'm not blaming the reps, but the "support" is a joke as they have no answers and don't have a clue what to do or how to do it.
Update : I sent my phone back days ago and haven't heard a word.
@Necorum I take it you're an HTC employee.(?) When you exchange a Nexus one you DO NOT EMAIL THE CUSTOMER A LABEL, it comes in the box with a the new handset.
I'm a big fan of HTC, I love my Nexus one, but the truth is that HTC prepared so poorly for this and the service has been nothing short of terrible. I'm surprised it isn't making cellphone news with all the complaints listed everywhere...I.E. Other forums, Googles forum, etc..
I had someone call me from HTC today because they got a ticket I was having problems with my return label email. I told them that over a week ago. The phone should already be back in HTCs possession and they are getting back to me today?!
I think when it comes down to it we are all just annoyed with the lack of information, the constant misinformation, in some situations obvious lies to us, and the fact that the power you have to do anything at all to help the customer seems to be so small and micromanaged that nothing can get done in any reasonable time frame.
I'm not blaming the reps, but the "support" is a joke as they have no answers and don't have a clue what to do or how to do it.
Im the one you talked to after you had the issue with the first person.
Gotchya. Like I said, I had to call 14 times and several of them I was escalated to a supervisor. You can see in my posts above for the most part, with a few exceptions, I have enjoyed the kindness and empathy of HTCs call center employees, but what I said above about the company stands. Thank you for helping me.
Last edited by System6; January 29th, 2010 at 08:57 PM.
Im the one who got youyour tracking info i do beleive. So has the problem been fixed or is it still going on?
On a side note half of the people that call in calm and collected I do feel bad when something mess's up and try to the best of my knowledge (now that I have the phone down) help everyone who calls.
Last edited by Necorum; January 29th, 2010 at 09:30 PM.
I received my new device and it is working great. I sent my other one back days ago... as I said above too though, I got a call from someone saying they "understood I had a problem with the tracking label."
There was no problem, tracking labels are not emailed, they come in the box for an exchange.
I sent my other one back days ago and haven't heard anything yet. I am very satisfied with my phone though, and if you are who I think you are I appreciate you finding my tracking number when your supervisor couldn't. It meant a lot to me as after being told my phone was "On the way" 5+ times, I started getting skeptical. You were very helpful. Thanks.
I received my new device and it is working great. I sent my other one back days ago... as I said above too though, I got a call from someone saying they "understood I had a problem with the tracking label."
There was no problem, tracking labels are not emailed, they come in the box for an exchange.
I sent my other one back days ago and haven't heard anything yet. I am very satisfied with my phone though, and if you are who I think you are I appreciate you finding my tracking number when your supervisor couldn't. It meant a lot to me as after being told my phone was "On the way" 5+ times, I started getting skeptical. You were very helpful. Thanks.
Yea I understand the frustration, I think the new policy is to email them to you no matter if repair or swap. Like any new system bugs need worked out and they are doing their best to fix everything. It does seem alot of the time is the email address is misspelled so if anyone calling make sure when asked for your email make the tech spell it back to you and you back to them. This way it makes little issues with no prepaid label go through easier. A email address spelled robertoxixix1971@gmail.com can easily be heard as robertxixix1971@gmail.com typoes make the job a lot harder.
in your case it is different.
Oh on the refurb issue ATM we are only shipping new phones from what I have been told.
Glad your phone is back to you. Id go ape sh!t over a nexus MIA. I can't wait to get my own....
Last edited by Necorum; January 29th, 2010 at 09:48 PM.
That's correct. All replacements are new handsets at the moment.
They check my email over and over. Again, it wasn't you, but your company had implemented no plan what so ever to take care of customers with the Nexus one. I used to work for Sprint and referred customers to HTC tech support all the time and heard nothing but good things, this Nexus one launch was just done poorly by Google and HTC.
It's a catch 22 because as much as it pisses me off to be lied too, I think if an employee or supervisor had said to me "To be honest sir, I have no idea what's going on and I haven't been provided the tools or resources to help you" I still would have been angry.
In the long run, with the saga of this insane experience almost over (I am told HTC will notify me when the device arrives and let me know when the techs deem it a faulty device) I am just happy to have my phone back. How they handle my exchange from here will either be salt in the wound or a terrible experience that will finally be over.
I will update here in days to come to close out my experience and wrap up my over all experience. To be honest, I really used this forum as a kind of a blog as I didn't want to link outside the site but I felt it was important other users knew of the issues I had with HTCs, especially potential buyers.
Do keep me/everyone posted. I would like to hear how the outcome turns out. Everything when said it is being escaltaed is being escalated. I do send those emails out while everyone is on the call.
Quote:
Originally Posted by System6
HTC tech support all the time and heard nothing but good things, this Nexus one launch was just done poorly by Google and HTC. .
You forgot T-mobile and thats all I can say.
Last edited by Necorum; January 29th, 2010 at 10:02 PM.
Do keep me/everyone posted. I would like to hear how the outcome turns out. Everything when said it is being escaltaed is being escalated. I do send those emails out while everyone is on the call.
You forgot T-mobile and thats all I can say.
T-Mobile had nothing to do with this... they just happened to be provide that the Nexus 3G worked on...
HTC is the biggest culprit in all of this... and to a lesser extent for Google simply "trusting" HTC with all the tech support.....
My device was received by HTC on the day it was supposed to (1/26/10) (confirmed via FedEx tracking # and subsequent phone call to HTC)... now I just wait for my refund... I call almost daily for an update, and it's supposed to be in process... 7 business days apparently... so with any luck, will see my refund on Feb 4... so we shall see....
Yea your refund should be posted bfore the 7 day limit but at times takes "up to" 7. I hope the google update fix's 3g coverage issue's with tmob. Here's hoping for a feb. update
Last edited by Necorum; January 30th, 2010 at 08:02 PM.
Do keep me/everyone posted. I would like to hear how the outcome turns out. Everything when said it is being escaltaed is being escalated. I do send those emails out while everyone is on the call.
You forgot T-mobile and thats all I can say.
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!
Last edited by pydbl; January 30th, 2010 at 08:16 PM.
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!
For repair or swaps you keep all accessories but the phone. Its in the disclosure that is suppose to be read every call. No questions asked, you should have been told that by the rep. Thats all I can say on that part.
Our escalation team is handling things as fast as they can atm to fix all errors that have occurred. Im responding on this site btw on my own free time / bored atm.
Last edited by Necorum; January 30th, 2010 at 08:45 PM.
For the most part great customer service, a few bad apples, but I too am disappointed as the issue I had makes my battery drain like none other now and since the only way I could get the old handset to work was pull the battery, my battery door is lose and tired already.
@Necorum That's actually really cool of you. I used to hang out on Sprintusers.com when I worked there and help people. I have an obsession with cell phones. I used to just be a computer nerd, but after programming and working on win mobile, Android, Palm OS, and WEB OS I just kind of geeked out even more.
For the most part great customer service, a few bad apples, but I too am disappointed as the issue I had makes my battery drain like none other now and since the only way I could get the old handset to work was pull the battery, my battery door is lose and tired already.
Any idea on when you will have those available?
From my understanding is that batteries etc will be made available to be purchased "SOON". Im sorry can not give an exact date but its soon <---
@Necorum That's actually really cool of you. I used to hang out on Sprintusers.com when I worked there and help people. I have an obsession with cell phones. I used to just be a computer nerd, but after programming and working on win mobile, Android, Palm OS, and WEB OS I just kind of geeked out even more.
What better way to help people and to make your job easier than to get to know the problems people have?
BTW I do believe you were my first call/customer
Im a pc nerd myself and now getting into android / win mob .
Currently Im trying to figure if there is a way to use the nexus one with the backtrack 4 suite (port it over) and walk around cracking wifi with it. The Nexus one's cpu alone will stomp wep encryption. For WPA2 id have to make a app to ftp the handshake back to my main rig here at home and brute force it that way.
Last edited by Necorum; January 30th, 2010 at 09:00 PM.
From my understanding is that batteries etc will be made available to be purchased "SOON". Im sorry can not give an exact date but its soon <---
Unfortunately, the rep who set up my claim told me the wrong info. Actually, the confirmation email told me to only send the device. But when the rep, a real person presumably in authority, told me to do otherwise, I disregarded what the email said. Well, I did not disregard right away. I did call back after I got the confirmation email and saw the contradiction. The 2nd guy told me to send the device, and I asked him if he was certain. He said he would have to place me on hold and check some paper work. And when he came back, he told me that I should send the entire box...
Actually i would be less frustrated if there were batteries AND battery covers for me to purchase. i really do not mind buying an extra battery and a cover. But that's not a possibility at this point. And the chances are that even if batteries become available, I doubt there are battery covers available for purchase...
Unfortunately, the rep who set up my claim told me the wrong info. Actually, the confirmation email told me to only send the device. But when the rep, a real person presumably in authority, told me to do otherwise, I disregarded what the email said. Well, I did not disregard right away. I did call back after I got the confirmation email and saw the contradiction. The 2nd guy told me to send the device, and I asked him if he was certain. He said he would have to place me on hold and check some paper work. And when he came back, he told me that I should send the entire box...
Actually i would be less frustrated if there were batteries AND battery covers for me to purchase. i really do not mind buying an extra battery and a cover. But that's not a possibility at this point. And the chances are that even if batteries become available, I doubt there are battery covers available for purchase...
there are 3rd party's selling them now but HTC does not support use'ing them
Just got off the phone with HTC and a rep told me that the warehouse has noted they received it today. It shipped 8 days ago.
She was very nice, unfortunately my phone dropped the call. I just wanted to ensure it had arrived. Hopefully the ticket will be closed and resolved quickly.
UPDATE: I had returned my phone by doing a "return to sender" on the package so it went back to Google, where it originally shipped from. I tracked the package and it was received back on 01/11.
I've called HTC a few times and they have always told me that it's not their problem since I returned it to Google and to contact Google. So I've emailed google and filled out their "contact us" webforms etc for help but to no avail. No one from Google has ever responded to any of my messages.
Now here's the kicker: I get a call from HTC today and the guy says he's very sorry but they gave me the wrong information and that it was in fact HTC that was responsible for processing the refund. I explained to him that 3-4 different reps gave me the same information saying that Google needs to handle it, not HTC. He apologized again and said they were wrong, probably due to a lack of training but they're trying to get better. I guess it's their very first try at this whole venture so I'm not letting it bother too much anymore but this whole experience has been quite poor. Hopefully this time it'll get sorted out soon
He told me that there was a handful of cases where customers were told to send everything back to their repair center in order to get replacement units. He said he could not promise when the issue would be resolved, but he said they were looking into the issue to decide how to resolve the issue since the customer service center is separate from the warehouse and repair center. I said I would call back in a couple of days, but he said it would be better for me to call back at the end of this week, because it would take a few days for them to really sort things out. I told him that since I hadn't been able to use my phone for 2 weeks, if the problem couldn't be resolved by the end of the week, I would just call my CC company to do a chargeback or something...
similar situation with me... long story short, I sent back my Nexus, original box and all accessories, as received, back to them... initially wanted replacement, but called back the next day and changed to a return for refund... no problem i'm told...
a week later, surprise surprise, I get a box from HTC, they sent me a replacement anyways, despite multiple calls and them reassuring me the refund was being processed... obviously NOT!
the real kicker is the replacement is in a generic box, NO battery, NO battery door, NO accessories, NOTHING from the original box that I sent in.... absolutely USELESS!!!!
had to call back AGAIN... they started to say i was outside the 14 days to get a refund... at which point i got the supervisor involved... finally got them to agree, they sent me a prepaid label through email... so the "replacement" is back on its way to HTC... who the F knows when i'll actually see a refund at this point... i'm sure they'll receive it and say "hey, where's the original box and accessories?".... bunch of incompetent people working over there.... massive miscommunication between departments...
the whole setup is a complete FAILURE.... i should have known better.... last time I "early adopt" something without have a local outlet to deal with for returns/exchanges/support...
lack of an UPDATE : They have had my phone for over a week and still haven't made an actual decision on what is going on or "Closed" the ticket. Still waiting.
UPDATE: I had returned my phone by doing a "return to sender" on the package so it went back to Google, where it originally shipped from. I tracked the package and it was received back on 01/11.
I've called HTC a few times and they have always told me that it's not their problem since I returned it to Google and to contact Google. So I've emailed google and filled out their "contact us" webforms etc for help but to no avail. No one from Google has ever responded to any of my messages.
Now here's the kicker: I get a call from HTC today and the guy says he's very sorry but they gave me the wrong information and that it was in fact HTC that was responsible for processing the refund. I explained to him that 3-4 different reps gave me the same information saying that Google needs to handle it, not HTC. He apologized again and said they were wrong, probably due to a lack of training but they're trying to get better. I guess it's their very first try at this whole venture so I'm not letting it bother too much anymore but this whole experience has been quite poor. Hopefully this time it'll get sorted out soon
FINAL UPDATE : Well. It seems like it was just 24 days ago when I had to contact HTC. Oh wait it was....
My ticket was FINALLY closed today and ruled a manufacturers defect. (Sorry to disappoint the trolls who insisted I didn't take care of my device)
I want to thank you all for following me on this awful journey, your comments, your support, and own experiences. In summary....
I love my Nexus one. So far the new one is doing great. HTC has made a great product with this phone, I just happened to get a dud. The service, or lack there of I received is still in my opinion unacceptable, and here is hoping that I NEVER have to deal with HTC again.
I think the 2 main issues I came across were
1. That the reps are poorly trained, not on customer service as they are usually very kind, but they also usually provide bad information. Whether this bad information is provided from HTC, supervisors, or co-workers, I don't know, but I would say about 80% of the time what I was told was inaccurate.
and
2. HTC refuses to give their supervisors the tools they need to resolve issues, expedite a return, override company policies for customer satisfaction, or properly escalate situations to someone how could. (I was "escalated" 6 times before someone called me, and she called me 2 weeks after said escalation)
Overall, I am happy with my purchase and with my phone. This thread seems like a dead horse as it is so old, so I am going to stop beating it. If any of you have something to add feel free, but I hope this has at least been informative and I again thank my fellow N1 and Android users for their advice and support. You have all been awesome.
FINAL UPDATE : Well. It seems like it was just 24 days ago when I had to contact HTC. Oh wait it was....
My ticket was FINALLY closed today and ruled a manufacturers defect. (Sorry to disappoint the trolls who insisted I didn't take care of my device)
I want to thank you all for following me on this awful journey, your comments, your support, and own experiences. In summary....
I love my Nexus one. So far the new one is doing great. HTC has made a great product with this phone, I just happened to get a dud. The service, or lack there of I received is still in my opinion unacceptable, and here is hoping that I NEVER have to deal with HTC again.
I think the 2 main issues I came across were
1. That the reps are poorly trained, not on customer service as they are usually very kind, but they also usually provide bad information. Whether this bad information is provided from HTC, supervisors, or co-workers, I don't know, but I would say about 80% of the time what I was told was inaccurate.
and
2. HTC refuses to give their supervisors the tools they need to resolve issues, expedite a return, override company policies for customer satisfaction, or properly escalate situations to someone how could. (I was "escalated" 6 times before someone called me, and she called me 2 weeks after said escalation)
Overall, I am happy with my purchase and with my phone. This thread seems like a dead horse as it is so old, so I am going to stop beating it. If any of you have something to add feel free, but I hope this has at least been informative and I again thank my fellow N1 and Android users for their advice and support. You have all been awesome.
NEXUS ONE FTW!
Glad your issue was finally resolved!
Unfortunately for me, it's not a dead horse since mine still remains in it's status quo so I'm going to keep this alive in the meantime.
Did you ever get this email throughout the whole fiasco? If you did, how long did it take to close the ticket until after you got the email?
Quote:
Dear ----- -------------,
We received your package. We will be reviewing the condition of the items received and will contact you if we have any further questions. You can check the status by visiting our service site.
Did you ever get this email throughout the whole fiasco? If you did, how long did it take to close the ticket until after you got the email?
I returned my phone at day 14 because I wasn't happy with the performance (3G, Bluetooth and screen calibration issues), and received that same email 3 weeks ago, and no credit or follow-up from HTC or Google. I've used their provided links to report that I haven't received the credit I am owed, and those emails have gone completely un-answered for over a week now. It's not just poor customer service, it is no customer service. HTC is pointing its finger at Google for the credit, and Google appears to have gone out for an extended lunch. Really pathetic. I thought the phone had great potential, but I'll never buy from Google again - way more trouble than it's worth. One of the world's largest, and I thought best corporations and it behaves like a third-world ebay seller.
@7thson Sorry to hear man. I would like to say it gets better, but it's really just how much you can put up with and who you get a hold of. Call.... and call.... and call. Don't trust them to call you back or have a supervisor call you. They never did, not even once for me!
@ChrisFix No! the strange thing is they verified my email 7 times, I kept checking my spam folder and I NEVER got a single email from them.... not once. I did get a survey today strangely though. I have never enjoyed filling out a survey so much in my life as it has a limitless comments section.
@ChrisFix No! the strange thing is they verified my email 7 times, I kept checking my spam folder and I NEVER got a single email from them.... not once. I did get a survey today strangely though. I have never enjoyed filling out a survey so much in my life as it has a limitless comments section.
They have my correct email address...I received their email saying they have received my return and would credit my card within seven days...they just failed to do it...and seemingly have no plan to.
I called Amex today, and had the initial purchase charges reversed, as I have proof of my returning the phone and Amex has no record of any credit provided by Google. My call to Amex took five minutes total, so as far as I'm concerned Google can deal with them now, as I'm done.
@ChrisFix Good for you. You've gotta do what you've gotta do. I know a LOT about phones and knew this was a defect. If they tried to charge me I already had a dispute and a credit card cancellation ready to go.
Last edited by System6; February 9th, 2010 at 01:41 AM.
I called Amex today, and had the initial purchase charges reversed, as I have proof of my returning the phone and Amex has no record of any credit provided by Google. My call to Amex took five minutes total, so as far as I'm concerned Google can deal with them now, as I'm done.
Same deal for me. I had Amex reverse mine as well and now they can deal with Google.
Good for you 7th son! Finally, huh! I got a call from a rep today for the 4th time to let me know my device was found defective, there is no charge, and the ticket is closed.... don't make notes in the "system" much?
Now some will say "You complain they don't call, then you complain when they call too much...".
Not at all my friends, I am complaining because to this day there are still several people and departments who do not communicate and have no idea what is going on which should be HTCs motto... HTC... We have no idea what's going on here...."
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
