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

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.

Last edited by androidtx; 01-15-2010 at 07:56 AM.

AndroidsOfTara

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

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

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

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

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.

Last edited by MartinS; 01-15-2010 at 10:35 AM.

AgentCooper

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

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.

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MartinS

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.

Mykpfsu

First off I wonder what type of craptastic companies people here deal with when they say a company putting a hold on the purchase price of a defective item is common place. I have NEVER been made to pay or have money put on hold for a defective item. Its another thing for a company to say "if this item is not defective you will be charged", but thats AFTER you send it back.
Second something the people crying "buy a subsidized phone" may be forgetting is that Tmobile cannot do crap for you in regards to the N1. Its my understanding if you are sending the phone back you first talk to Google and then to HTC. Heck you cannot cancel your line through Tmobile, its through Google.
Lastly how someone buys a phone or what they use to do so is immaterial. After trying some tech support and finding the phone is still broken HTC's only response should be "Yes Sir (or mam), we'll replace this right away for you Mam (or sir), we will be emailing you a RMA label right away.". Not "well you can return it, but we're going to put a hold on your money until whatever time we deem fit if we do at all.".

digdug

The Moral of the Story:

The fellation of Google needs to stop. Contrary to the gospel, they don't really know what the hell they're doing outside of selling adspace and offering ways of aggregating information in "beta" form to secure more exposure and offer no product support.

I wonder how many Stanford MBA's it took to decide on an an e-mail only customer support system. Probably as many as it took to fully drown objectivity in arrogance.

"But its a game-changer!" Yeah, for noone but Google's image.

System6

@Mykpfsu = EXACTLY! They are protecting themselves, but who is protecting me? Assumed guilty until proven innocent.

@digdug indeed. I think to "real" Android diehards, and new comers alike, this launch has been a flop. It's a great product, but if you compare sales numbers against the droid or MyTouch even, not to mention over all customer satisfaction, everyone seems to love the phone, but has hated the process and confusion associated with it.

I really want to stand behind Google and say that this is a "game changer", but their job was to prove that phones had value, and that they didn't have to be subsidized if you didn't want them to be, and that the companies could provide enough support for that type of business model to work in America. So far, the masses are not understanding or "buying" (pun intended) the value of a un-subsidized phone. We are a "Save money now culture" especially when it comes to purchases under $1000.00, and on the "We can support you thing" I am seriously close to just getting a Motocliq. I don't like the Motocliq, but I know where to go if I have problems and need help and I know I will be taken care of.

FINALLY! Not that this is some sort of revelation or anything, but Google checkout handled your initial order. Why can't Google checkout hold people responsible financially like Paypal does so their "partner" HTC can be like, "Well we will be sending you the new phone. If we do not receive the old one in 10 days we will have to bill your Google checkout account for the full price of the handset. We will be send you an email where you need to log in and verify that you agree to these terms and conditions". Like Paypal... buyers protected, sellers protected. After thinking long and hard about it, this seemed like a no brainer to me.

Thanks all for the cheers, jeers, and support. Ag ain, I'm just trying to inform people and discuss the fact that future issue with the device truly scare me as the support channel is simply not there, and the one that is in place in not customer service focused.

pwnvds

@Mykpfsu: the point is, Google is trying to change the model with which phones are sold. That is their primary objective with their google.com/phone initiative. This is not a carrier-sold phone. In other words, the experiment has only shown, in my eyes, that phones are better off being sold through the carrier than through a third/fourth party like Google.

@MartinS: what i meant was, if your phone has a problem, you're screwed - in answer to your question "What if HTC deem that the phone has been damaged by the owner? Where to then?". it may not apply to you, but it applies to me. I am screwed. This is why I'm preaching insurance - because I have none on this phone and I'm stuck dealing with HTC. My story is below. Their service is terrible. My phone has been lost in a black hole over there and no one can tell me what's going on.

sooper_droid12

I was watching SuperNews! on Hulu and there was this talking toilet named Google. And as the skit ended the toilet said, "Google... we're up your a$$!" Man, how true... how so very true.

Myronbg

I thought that being able to buy a phone from the "manufacturer" (OK... software developer... or whatever Google purports to be) would be a game changer. Turns out, thanks to this forum, & thanks to Google's mishandling an important part of customer satisfaction, tells me that I need to wait until there's a N1 @ Verizon.

sooper_droid12

What you want to wait for is an N1-like device @ VZW, e.g. an HTC Android phone running 2.1, Sense UI, etc.

kennyidaho

Did you every try that clear storage option? That clear storage option would wipe the phone and restore back to stock image. Go head try it now, drop back into the bootloader and try it. I am sure you know this though because of your background as a repair tech....though I suppose if you really were a repair tech then you wouldn't have panicked in the first place because you would have known that it's nearly impossible to brick a device, and the boot loader screen is a sure fire sign that it's not bricked.

As far as the money goes. I am sorry it's happening but you the practice of holding the money from your credit card while they wait to make sure your device makes it back to them is not uncommon. Western Digital for example does this with hard drives. If you have a hard drive that needs to be replaced under warranty then you two options A) Send the drive back and wait for the replacement or B) Have them send you a new drive and then you send the old one back. Of course with option B you need to secure the new drive with a credit/debit card. They do this so people don't run off with a free drive. It sucks as a consumer that it has to be this way, but it would suck a whole lot more if we as the consumer had to subsidize the cost of all those stolen devices.

I know you don't want financial advice but it pains me a bit to see people blaming a company for being ill informed. The device has a warranty on in it and HTC would have given you the same options next month for a warranty return / exchange. If it really was coming down to the wire on paying your mortgage then a rational and responsible person would have waited until next month and then went through with it. Now I understand your need to have a phone because your business depends upon it - guess what so does mine! It's because of that reason I always have a spare phone. I have a spare LG Rumor in my sock drawer. It would suck using it and would be a inconvenience but clients will still be able to get a hold of me and bottom line that's the important part.

To the people who say that the idea of selling a phone unsubsidized is a failed idea - you are wrong. It's a pretty common and popular practice in most of the world. However I do agree the US market (CDMA & GSM carriers) make it a bit more challenging. Yet there are many 3rd party companies that sell unlocked GSM phones to US customers. However those customers buy into knowing that their support option will be the manufacture. Nexus One customers should be aware that they are buying a phone sold through a sales channel that is basically "new" to the US market place. Google and HTC are really the first major companies to attempt this in the US on this type of scale. Obviously there is going to be issues.

Last edited by kennyidaho; 01-15-2010 at 04:57 PM.

pwnvds

I just wrote a long response but hit the wrong button and lost it. Here's the short version:

1) Selling a phone and disclaiming all responsibility for the purchase is not commonplace anywhere.

2) The failure is in the implementation, not the idea of selling unsubsidized phones. You have been able to buy unlocked and unsubsidized phones on Amazon and other places in the US for a long time.

3) This is a disaster for Google. HTC has broken customer service systems - they can't even send out fedex return labels, as one example - and they were wholly unprepared for this process. HTC is used to having a carrier to handle the returns and servicing on the front end.

4) It is much easier to deal with your own carrier for service, repair, and returns, particularly T-Mobile, then having to deal with the train wreck that is HTC. And Google simply casts off any responsibility altogether.

This process was not well thought out - if Google wanted to put all responsibility for the product on the manufacturer, they should have chosen a manufacturer which could handle the process better than HTC. When my Canon camera had an issue I sent it to Canon and within a week had it back. Entirely different experience than dealing with HTC.

If Google wanted to do this right they would have sold the phone as an entirely Google branded phone and handled everything themselves, like Apple-iPhone and Amazon Kindle. I'm not sure why Google is even involved in this process the way it has been implemented.

digdug

Well said. That we are even questioning why Google is involved is a testament to the stupidity of the entire launch.

digdug

oops. doublepost.

Last edited by digdug; 01-15-2010 at 06:03 PM.

kennyidaho

When I was on a GSM network I used to buy a lot of unlocked phones. The companies that sold those phones where not responsible for fixing it or providing tech support for the device. Typically the store front offered a 14-30 day window for returns if the device was defective other then that I had to contact the manufacture.

The implementation is a bit different and confusing with Google being involved I admit. Yet think about the Amazon situation, if you buy unlocked phones through Amazon do they repair it, and provide you technical support?

While the majority of American's where using HTC devices not even knowing they where manufactured by HTC - HTC was selling and servicing their own branded devices all over the world. I've read both positive and negative things about HTC's US side of support over the years. However I do think that HTC (and more importantly Google) is used to servicing a different type of customer then those now buying the Nexus One.

You're right on that one. It's way easier to deal with a carrier. It's a lot easier to have a new phone handed to you and then let the carrier handle the process of dealing with a manufacture. However I don't think this is anything unique to HTC (sucks they couldn't be unique in being a better supporting manufacture). When it comes to supporting phones most major manufactures seem to be a pain in the ass to deal with and the story is always the same - send us the device and then you'll get it back eventually.

For the most part whenever I learn that I am going to have to deal directly with the manufacture a little bit of my soul dies. I am glad that Canon worked nicely for you but I've heard others complain. Sony took a two months to get my PS3 back to me others not so long.

It all boils down to the OP being upset because HTC's only two options were A) Send the phone back and wait for it to be repaired or B) secure a new device with his credit/debit card - wait for the new device to come then send the defective one back and have the hold removed. Neither one of those options sound as nice as carrier support but that's manufacture support plain and simple. How would Google have done it any differently - it's not like you would be able to download a new device right - they don't have stores to stop in at.

The OP bought an unlocked and unsubsidized phone. Now he is mad because the company who is responsible for it (HTC) doesn't just want to send him another unlocked and unsubsidized device with out some reassurance that they will get the other device back.

Last edited by kennyidaho; 01-15-2010 at 07:51 PM.

System6

@kennyidaho WOW. Don't know what you are talking about much? Bootloader is commonly used to install customer ROMs and Androids do not have a way to repair the OS from a PC like win mobile or the iPhone. (And I've wiped it 4 times. Bootloader and safe mode are still intermittent.)

Again with my finance, I am very financially stable, I just used the new year and the fact it is a 3 pay period month to get ahead on bills. Again, thanks for the financial advice. If you must know and people will continue to grill and harass me about this I gave a sizable sum of money to 2 charities I support. That's why I am broke. Not playing the sympathy card, not trying to look like Mr. Perfect, but I had some "extra cash" or so I thought, and now I'm short.

It's like you didn't even read my posts. Do you work for HTC or T-mobile? I don't think so because your phone knowledge is questionable at best, but American culture is not ready for the shock of the full cost of unsubsidized devices, (Especially the carriers as they do not have sufficient "no contract" plans in place to handle unsubsidized handsets) and this was the first intentional launch for that very purpose and Google had a responsibility to prove it could be done and it could be done well and it failed.

I know there have been others for hardcore phone nerds like myself, but actually this is the first time one has ever been pushed and marketed heavily and it was a failure... by consumers complaints, by sales trend, any way you look at it....failure.

I am not angry they put my money on hold, I am angry because it is a one way transaction. What's protecting me from some 18 year old dip saying "he messed this phone up" and charging me for the new phone when I know for a FACT I did not. Like I said earlier, a paypal type "protect both parties" situation is practical. Your western Digital argument is irrelevant. We are discussing the way it should be and you are talking about the way it is..... while then talking about the way it should be with the unsubsidized handsets issue. You are picking and choosing what you think is fair and just based off experience and not common sense.

@digdug Well said and a more rational resposne by kennyidaho finally. Sounding like less of a troll.

Again, Great phone, the right idea, an innovative way to bring American culture up to speed with the rest of the world annnnnnnnnnnd...... FAIL!

My friend in England informed me today the manufacturers over there offer insurance and not just a warranty. Now THAT makes sense, but again.... both parties must be protected. Right now, HTC has me by the balls and that's not fair. I shouldn't have to make 4 phone calls and jump through hoops because the sold me a faulty handset.

This post was to bring some first hand experience of what the process was like to other N1 users and possible customers, not as a sob story. I hope it has been informative, although it has gotten OT about my finances so many times it's not funny, and I hope to keep everyone updated. As crappy as this experience has been, I expect the best from HTC and hope the swap is painless and fair.

I just can't wait to get a fully functional Nexus one back. Best.Phone.Ever. IMHO.

Sorry and Thanks!

pwnvds

And this proves the final point that I'm going to make: google should not be selling (or brokering, which is really what they're doing) phones.

kennyidaho

A bootloader is just that - a bootloader. A small piece of software that loads the OS into memory. Androids do have a way to repair the OS from a PC. Several Android devices have RUU's that you can download and restore the phone with just like Windows Mobile. While there is not a RUU for the Nexus One in the wild just yet (that I am aware of) but there seems to be some factory images which it can be done with just not as simple as an RUU flash. The recovery option in the bootloader seems to look for a signed image file and then restores with it - previous HTC devices running Windows Mobile did this as well - in fact it was my preferred method of flashing opposed to connecting the device to a PC. So there is a possible solution for you out there.

I understand you probably don't feel like you should have to jump through hoops in an attempt to possibly restore your phone from a bad flash. Personally I would attempt to do it because that's me and that's what I like to do....I would be interested in finding out if it was just a bad factory flash or defective memory. I hold nothing against you for not wanting to.

I think you left yourself open for it when you mentioned your house payment. I think a lot of people will read that and say the same thing as someone else did "priority issue". I am not saying that you do or don't - just saying that the way it reads it gives that appearance. I've made a lot of poor financial decisions myself I am not one to judge.

I never said the American culture was ready for unsubsidized and unlocked handsets - I wish it was. In my personal opinion freaking 80% of America isn't even ready for smart phones - look around these forums. How many people can't even manage a simple task such as plugging their phone into a compute and moving files to an SD card? Think these people can understand a more complicated price scheme that doesn't include a salesman at the mall holding their hand the whole way?

I worried about Google's method one I first heard about it. The media had been bashing everyone with "The Google Phone" stories but I knew as most people in tech circles knew that this was not going to be a device like the iPhone. Google has never really been in the business of holding peoples hands when it comes to support - they are a bunch of engineers - most of their product documentation reads like it was written by an engineer for another engineer as an after thought.

I really think that if the media hadn't hyped this up so much this would have been a hardcore phone nerd phone. I don't think Google or HTC pushed or marketed this phone heavily. I have not seen a single online ad for it or commercial - just lots of often inaccurate media coverage. It really sucks but I wish Google's support was ready for the "masses" but what is done is done. Maybe they can turn it around - maybe not.

I wasn't arguing that it was right or wrong - it was an example. I caught the vibe from a few posters that this practice was unheard of - but it's pretty common when it comes to expensive products. It sucks and I know it sucks because going back to Western Digital there have been a few times I've need a drives and other expensive componets replaced "RIGHT NOW" but did not that the available funds to cover the hold so I have to go back to the client and say "Hey I need your card". At this point their eyes glaze over - they ignore everything I say and all of a sudden I am a douche bag.

I am not sure how well they check these phones. I've sent a few phones back to Sprint and other carriers with unlocked bootloaders and custom roms on them. Never had a single thing said to me. I think they just check for obvious physical damage - hook it up to a computer and flash it. Sending a phone back to HTC maybe different - I want to be clear though that I do understand your concern.

Nothing I say is rational - in fact because of my Mt. Dew and Marlboro Menthol habit my teeth are roting out of my head (actually I have soft teeth and they have been falling apart since I was born - but I've done my share to help them along). When I am home posting on the internet chances are that I am on enough hydrocodone to kill a horse. Speaking of such things I am done....I have pills to take and other threads to spout off in.

System6

@kennyidaho It's all good. you're an alright guy. Valid points.

I typed like a 500 word response and firefox crashed. F it.... I'm just going to say I think we agree almost completely on almost every point, I just should have made it clear that I was purposing a "Why isn't it like this as it makes more sense" argument vs an "This is total BS" argument. I know many of these things are standard practice, but that doesn't make them fair or OK.

pwnvds

I filed complaints against HTC and Google today with the BBB. Tomorrow I will explore other avenues for complaints. In my daily chat with HTC today I was promised that this time, someone from escalations would definitely contact me. I was not contacted. They do not know whats going on with my phone that I sent for repairs. I may never get it back. I am thinking about disputing the charge on my credit card for the phone and the repair (when or if it appears).

JSchu22

Good. Hopefully they will get your money back and you can go buy a phone that you can "drop maybe 20 times in 15 months" or possibly take into the shower with you.

I'm sorry but with your first post in which you discussed how you treated your G1 I started rolling my eyes. I sincerely hope everything turns out well for you, I'm just not surprised to hear that the current HTC model is having issues with situations such as this. Doesn't make it acceptable though, just understandable. Ironically, it sounds as if you had sat on your phone just a few days later you could have dealt with Tmobile about it provided you have insurance.

pwnvds

I also filed a complaint against Google for deceptive trade practices with the FTC. I don't think that does anything, but at least it makes me feel better.

System6

Ordered an "Overnight" replacement Friday at 9am. Still no tracking number.

Last edited by System6; 01-18-2010 at 06:05 PM.

pwnvds

Jschu22, you've missed the point.

JSchu22

I may have. But I certainly have not missed the point in taking better care of my phones.

JSchu22

You know today is a holiday, right?

pwnvds

Interesting, Jschu22, but yet, totally and completely irrelevant to this discussion.

JSchu22

Not completely- If you took better care of your phones this would not have been an issue for you. Unless of course the N1 has an undisclosed feature of being able to jump off tables on its own. Or something similarly damaging.