[Nexus 6P General] teh roxxorz:
Evening XDA Land.

So, I want to share my recent [10 minute old] exchange with HTC customer service. Now, many of you here holding or waiting to hold an new 6P may have been in touch with a Google CSR as of late. In my experience, they've been friendly, and helpful, for the most part - aside from shipping orders...Spoiler alert, my name is used.

But just goes to show how useless they are, and I appreciate dealing with a Google CSR much much.

Backstory info

- Purchased a Nexus 9 , Tuesday, 3 Nov. during their sale

- Arrived today, 5 Nov.

- Screen is bleeding in a few of the corners

Enjoy.

Me
Initial Question/Comment: Screen bleeding in the LCD panel
Connected with Christian V.
4:40:23 PM AgentChristian V.
Hi, welcome to HTC! This is Christian, I will be helping you today.

4:40:50 PM CustomerMe
'Evening Christian

4:41:18 PM AgentChristian V.
How are you Jahmal?

4:41:35 PM CustomerMe
I'm alright thank you, and yourself?

4:41:59 PM AgentChristian V.
Good thanks for asking, what can I do for you?

4:43:15 PM CustomerMe
That's good to hear. And I'd like to get a replacement Nexus 9. I purchased one Tuesday during the sale, and it arrived today - the LCD panel is bleeding in the upper right hand corner

4:44:09 PM AgentChristian V.
What do you mean with bleeding? is there liquid going getting out from the screen?

4:45:27 PM CustomerMe
No, not as in a physical liquid. When looking at a completely black image, you can see spots of a yellow tint / like a burn mark on a CRT tv - which indicates the LCD panel is bleeding on the inside.

4:46:29 PM AgentChristian V.
I understand.

4:47:13 PM CustomerMe
Yea, and that defect is unacceptable.

4:47:24 PM AgentChristian V.
Well inn that case, I would need to check the warranty status of your device.

4:47:51 PM CustomerMe
it's valid, purchased literally 2 days ago.

4:48:14 PM AgentChristian V.
Let me check here.

4:48:39 PM CustomerMe
Alright.

4:49:09 PM AgentChristian V.
Thank you!

4:49:29 PM CustomerMe
No problem

4:50:25 PM AgentChristian V.
Do you have the serial number? for some reason the number that you provided is not working here in my tool.

4:52:22 PM CustomerMe
That was the serial number > XXX
Part number > XXX

4:53:02 PM AgentChristian V.
Thank you, let me try with that one.

4:54:02 PM AgentChristian V.
I see that is in warranty, so I'll tell you the option I have for you, but let me ask you where are you located?

4:54:48 PM CustomerMe
In XXXX. And I'm really just looking to have it replaced as it's defective hardware.

4:55:48 PM AgentChristian V.
Well Jahmal, in this case the option I got for you is the standard repair, there's no replacement option at this point.

4:56:36 PM CustomerMe
How is that not an option to have it replaced , when it's hardware manufacturer defect, and the product has been in use 20 minutes?

4:57:18 PM AgentChristian V.
I understand that Sir, but we can replace the parts inside.

4:58:54 PM CustomerMe
I'm aware of that, but I just want to know how is that not even an option, when that's then refurbished, and I paid for a new tablet. And by fixing and opening the device compromising the integrity of it.

5:00:05 PM AgentChristian V.
Well sir, we have a certified repair facility for it, I can assure you you'll have a fully functional device.

5:01:10 PM CustomerMe
If you went to Best Buy and half the pixels in the tv are dead and you bring it back - do you want them to fix it, or do you want a new one?

5:02:05 PM AgentChristian V.
Well Sir, in that case you have to take it to the place you bought it, we can not give you a new one.

5:02:28 PM CustomerMe
I bought it directly from the HTC website

5:04:06 PM AgentChristian V.
Oh Jahmal, my bad, in that case I would suggest you to htc online store, this is their number: 888 216 4736.

5:04:57 PM AgentChristian V.
We're just technical support.

5:05:33 PM CustomerMe
So you're saying that you can't generate an RMA, etc to start the process?

5:05:46 PM AgentChristian V.
Indeed.
5:06:23 PM Customer Me
Alright then.

5:06:36 PM AgentChristian V.
Do you have any other questions or is there anything else I can assist you with today?

5:07:00 PM CustomerMe
No, not today.

5:07:21 PM AgentChristian V.
It was my pleasure to have you here today and before you leave, I want to tell you that you will get a survey to verify the service you receive today from me Christian, and remember that the highest score is 5. I will be more than happy to get your feedback! Thank you for contacting HTC!

5:07:57 PM CustomerMe
Alrighty, will do. Thanks.

5:08:06 PM AgentChristian V.
I really appreciate it! Remember that you just need to hit "Exit" to get the Survey. Have a wonderful day!
5:08:24 PM CustomerMe
You too, thanks.