yashsingh1/xdaforums huggingface dataset:
[Nexus One General] cocoaju:
I am from Hong Kong. I found a few speck of dusts under my screen. So I called up HTC Hong Kong to ask what I need to do in order to exchange my handset. The rep asked me a few questions.

1. My name.

2. My S/N on the handset.

3. Confirm shipping address.

When all is confirmed, he said, I shall send everything back. The whole box including the invoice. I said I will send it back in the DHL box it came in. He said ok. A courier will come collect the box this afternoon and will leave me an invoice for the collection.

I took a copy of the documents that came with the box for my own reference.

The rep said, the technician will check for dust and if they can confirm it, then an exchange will be on the way.

The procedure is:

1. I send the box back with everything (I wiped the handset clean physically and memory wise) so they can see the dust on arrival.

2. HTC will call me in 2 working days time to confirm.

3. I will either get a new phone (new box) or they will send back my phone to me, not acknowledging the dust.

I am not sure if they will order me a new phone right after the confirmation of the dust invasion or will Google send me a new phone after receiving my old one. I will need to ask them when they call me a few days time.

I also asked the rep about how to go about replacing a replaced phone if I find any problems with it. He said there will be other procedures after that. He won't tell me anything (I guess he doesn't know and don't want to ask anyone).

Anyway, my experience so far with replacing the phone is that I need to send everything back first. I have not received any email as of yet about just sending back the phone.

I will keep you guys posted as it goes on.
[Nexus One General] pjcforpres:
Your welcome! The only people I could see needing to send back everything are those people with a true DOA, ie doesn't turn on and doesn't charge/major malfunction of core system.

Those with the dust under the screen should be, in my experiences, just sending back the device stripped down. Two reasons; 1) Saves HTC a lot of money from shipping to packaging. 2) The email you were sent says to do this.

As you said, better safe than sorry. And sadly, I have seen people send in the entire phone, SIM card and all, then get back just a stripped down phone and be rather upset about it, to say the least.

So, for all of you doing exchanges, my best advice is to follow the email you get from HTC to a T. Take what the rep on the phone says with a grain of salt, and wait to see what the email says.

My experience, 4 years as a cell phone salesman.
[Nexus One General] tjhart85:
Do what they told you in writing to do.

They gave you instructions on the phone and then emailed you the detailed/revised instructions. You cannot be faulted for doing what they told you to do in writing.

When I do stuff like this, I print out the email and even highlight certain things and check off whatever they told me to do. That is being better safe than sorry, sending back your entire box can result in you only getting back a stripped down phone and you not having a battery, cover or accessories!

The email is what the company has decided they want to do. They've had many people check it over and had lawyers verify that it's what they want to say. Some guy on the other end of the line on the other hand can make stuff up as he goes along & may or may not be right.

We've all talked to that guy on the other end who had absolutely no idea what he was talking about and had to hang up and call back to get someone with a few more brain cells (maybe this is just me?).

In summary, Do what they say in writing, since you have proof of this. Unless you recorded your phone call (possibly illegal depending on where you live), you have no proof of what they told you and might be sorry later.
[Nexus One General] Paul22000:
^^^ @ these two posts.

Yep, very glad I mailed just the phone again. Thanks pjcforpres and tjhart85.

And I did print out the email and stick it in the box. :) I was going to highlight the part where it says "send the phone only" but thought that might be overkill hehe.
[Nexus One General] uansari1:
HTC records every conversation with us. If we send everything back, I'm sure they'll send us everything back. I'm not worried... but I'll call them again before I send anything.
[Nexus One General] Paul22000:
Wait what? How do you know that?

(zomg Skynet!!!!! :eek:)
[Nexus One General] uansari1:
Lol... you never noticed the message that conversations are recorded for customer service message whenever you call?
[Nexus One General] Paul22000:
Oh, a lot of companies say that when you call in. I don't think these companies actually record every call; they just say it so when they do record a call (like an angry customer or something), you can't sue them.
[Nexus One General] pjcforpres:
Just do what the email they sent you tells you to do. I will give you an example, a customer that went to a different store to do a warranty claim was directed to call the company and file (stupid lazy ass agent). So he calls up Samsung, files the claim, and is told to mail all the stuff to Samsung. Customer mailed in the phone, battery, back, memory card, box, charger, etc. All they got back was a phone stripped down (Not the same one he sent in, since unless the phone has physical damage, they just send out a ready to ship replacement to cut down on turn around time). This customer then came to my store demanding I fix it... called up Samsung to see what could be done on their end, they said that the customer is responsible for replacing the items because they didn't follow the instructions in the email and included items not on the "packing list."(Even my manager wasn't able to get Samsung to replace the missing items, and we ended up doing it as a carrier. This story can have Sony, HTC, LG all substituted in for crap like this happening. The only 2 that have been good to work with were Nokia and Blackberry.)

So, read and do exactly as the email from HTC tells you to do. If you don't have an email from them, call them back and see why not. HTC policy is to send a confirmation email for any and all warranty claims that have been filed, with directions on what to include in the package, a RMA#, and in some cases a shipping label.
[Nexus One General] Paul22000:
The way I see it is, you can always send the other stuff in a second package. But if you send stuff you shouldn't have, they might LOSE it.
[Nexus One General] uansari1:
Yeah, I hear what you guys are saying... hence why I said I will call and confirm whatever I do before I do it. This isn't my first time around the block. ;)
[Nexus One General] cocoaju:
Since the courier's collection, no emails were received from HTC what so ever. I have sent the whole box back. Hope to hear from them soon... :(
[Nexus One General] mcarey66:
I just got off the phone with HTC about my Nexus.

The top right corner is lifting a tiny bit and getting dust under it. Also about 6 or 7 times a day I cannot get it to wake up. When I hit the power button nothing happens. But I can still hear notifications and the trackball lights up. In order to make it work again I have to pull the battery out of it.

Anyway, I just got off the phone with them. The gave me 2 options.

Option 1 was to do a repair by mailing mine back in with everything that came with it. They would repair the phone and then send it back to me.

Option 2 was to do an exchange like others have stated where they send a refurb to you along with a label to mail yours back to them. But there's a kicker with this one.

In order to do it they take your credit card ( like others have stated) but what I haven't seen anyone say is the fact that they pre-authorize your card for the $530 to ensure the money is there. That money stays on hold in your bank account for up to 7 days after they receive your phone to ensure there is no damage to to it. During that time you cannot touch that money. So pretty much if you don't have a spare $530 sitting in your bank account you have to mail them your phone first and go without a phone for a week or 2.

I went with option 2 but that pretty much leaves me broke until they take the money off hold.
[Nexus One General] uansari1:
That's what credit cards are for. Not to sound mean, but don't you guys have more than one credit card? This is how HTC makes sure you don't make a false claim and come away with a free phone.
[Nexus One General] Paul22000:
I only have a single credit card.

However, I never use it, so right now it has $529 on it ;) (Well $575 because of nasty-high California tax.)
[Nexus One General] tjhart85:
LOL...You can never have overkill :-)

When I send in mail in rebates, I also include a copy of everything including a scan of the envelope with stamp on it so they can see that I keep copies of everything.

At the very least, when you highlight and notch off their instructions, it shows to them that you did your very best to follow their instructions to a 'T'.

Other people have gambled this as well. Those tapes will help THEM if they ever need them, but they will never help the customer. It's the nature of how it works.

The last communication that you had with them (the email) is always what you MUST go with. If your schedule at work says you should work on Weds 8a-5p and your boss comes up to you and asks you to work 7a-4p instead and you agree, then you've got work the 7a-4p. It doesn't matter what your official schedule says if your boss wants you in and is expecting you at 7. I know this analogy sucks and I apologize, but it's the best I can think of at the moment.

Same with this, it doesn't matter what the rep told you on the phone, your updated instructions are to send only the phone.
[Nexus One General] rookie1082:
I gave them my AmEx credit card number when I talked to them about a swap a couple of days ago... The problem was that the system was not taking the cc# i was giving them.. he said that it's not a problem, because it's just for authorization purposes and that they aren't charging it.

Who knows, everyone gets a different story.:confused:
[Nexus One General] mcarey66:
I have several Credit card backed debit cards with no lines of credit attached to them. I refuse to own a credit card. I'm subject to buying stuff impulsively so at least if I do that this way I'm spending my own money.
[Nexus One General] uansari1:
I know what you mean bro. I have a couple cards. One's for emergency purposes only, if I need it. And the other one I used for all my normal expenses, and pay it off a few times a month. I won't pay interest, but I'll take the tens of thousands of points I'm accumulating. ;)

Anyway, I just got off the phone with HTC. To the people that are saying to stick to the email and just send in the handset, I just spoke to the rep there to ask for clarification. He responded right away that Management is drafting a new email and they are aware of the generic email stating only to send in the handset. That verbiage was only meant to apply if you were having your handset REPAIRED under warranty then sent back to you.

He said if you have a DOA, you still need to send in everything in order to receive a new phone with new accessories, etc.
[Nexus One General] rookie1082:
Just to clarify.. Did anyone get a tracking number email after the initial instruction email from HTC?

I got an email from them when i got off the phone saying they will send me tracking info shortly and that the return label will be included in the box... Did ya'll actually receive that tracking info?
[Nexus One General] uansari1:
I'm doing a DOA, so I got a shipping label to send back my phone and all accessories. It did take a few days though, cuz of the holiday weekend they said. You should have it after about 72 hours of making your claim.
[Nexus One General] pjcforpres:
Are they calling the one's with the dust issue DOA's? If so, sending in everything would be the normal course of action. HTC needs to get their act together on this ASAP, since it seems people are not just getting 2 different stories on the phone, they are getting two different emails for the exact same problem. Not good at all.

Personally, I would do what Unasari has done, which is escalate to a supervisor or manager. A couple weeks from now, I wouldn't, but while while HTC has their head up their ass, I would request the supervisor since they usually get the most up to date info well before the reps, and if they tell you the wrong thing to do they have more power to make it right.
[Nexus One General] Paul22000:
I called in Sunday morning (yesterday) and received the tracking email from Fedex by mid-afternoon. Already mailed out my phone last night.
[Nexus One General] uansari1:
How it's categorized depends on who you talk to, or what you ask for. HTC is completely willing to do a swap with a refurbished unit (that's what every rep I spoke to told me, though others have been told there aren't any refurbs yet), where they authorize your card for $529, send you a handset, and you send back yours. Or you can get it DOA'd, which is the only way to guarantee a brand new phone (and accessories). There's no credit card authorization, but you're without your beloved N1 for up to 10 business days, though it could be less.
[Nexus One General] praguewatermelon:
I am really confused by all the conflicting info that I read or heard. So the last HTC rep I talked to explicitly told me to send everything back because he said the claim I filed was DOA. To make sure he got it right, he even put me on hold for a couple of minutes so that he could talk to his supervisor and check the relevant documents...

URGH! Frustrating
[Nexus One General] uansari1:
What you were told jives with what I was told 5 times by different people. Also note my earlier post where I wrote that HTC is working on a reworded email that will be sent out... for now, do what you're told.
[Nexus One General] pjcforpres:
Not sure if you saw my rant and rave, it seems HTC has not been on the ball at all in this. DOA's, in my experience, do require a full swap of everything, and if they are calling the dust behind the screen a DOA issue, then what the rep told you makes sense.

The confusion, on all parts it seems, is that HTC reps have said 2 different stories and have sent out differing emails on the matter. Unasari, it seems, got through to a manager that actually knew the latest info, and it seems that HTC is calling these DOA's, and is working on a proper email to reflect the matter.

I would still wait for an official email from HTC, follow what that says, and include it with what you send back to them. That way, if HTC messed up somewhere, you have written proof you did what they told you to do in writing. I might even hold off a couple days for HTC to get on the same page across the board.
[Nexus One General] uansari1:
Just a correction... I haven't spoken to a manager. I've spoken with numerous reps, and each one of them has told me to send everything back, unless I wanted to do a swap and risk getting a refurb, in which case they could authorize my card and send me a handset now.
[Nexus One General] bouyark:
No longer sweating the small stuff

Contrary to my earlier statements about returning the N1 to HTC, I am going to live with the dust. I’ve come to this personal decision based on the following reasons:

1)	It is not clear how long it will take HTC will send a replacement N1.

2)	It is not clear if the replacement will be new or refurbished.

3)	Using the advice of other members here on the forum, I’ve sealed the lower left corner where the dust was entering and fixed the clicking sound.

4)	If I go back to using the MyTouch 3G device, I may as well return the N1 for good. After using the N1, it is hard to pick up the MyTouch.

5)	I’ve realized that I am sweating the small stuff. Everything else works on the N1. Who knows what a replacement device will bring. I will stick with the evil I know.

6)	Finally, if I do not look for the dust, I will not see it.

My comment here is not meant to change anyone’s mind. Just something to think about when making your decision about the N1 return. It took some time to come to this decision and learning to live with it
[Nexus One General] cocoaju:
From Hong Kong again.

Sent my Box yesterday afternoon. Received call today from HTC. The call sounds distant and has echos, so I think it's from Mainland China. She has a accent. I will receive my Box (don't know if its completely new, the lady can't answer me properly) tomorrow afternoon.

3 days in all for a swap (new or refurb, I will find out tomorrow evening). So for you who lives in HK, 3 days is all it takes for an exchange. And 14 days are counted again from the day you receive your replacement (that is what she said).
[Nexus One General] saquib:
In the UK.

Rang HTC in the UK yesterday morning, with dust under the screen issue. Was booked in for a collection today by UPS. Initially told by rep that *everything* must be returned. When I got the email through, similiar to others, it asked for only the handset. Called HTC and was told that is correct, only to return handset and was assured a new one will be sent in return, hopefully by Thursday or Friday latest.

UPS collected this morning.
[Nexus One General] Wysie:
Hi, just wanted to inform you all I have gotten my Nexus One replacement, and it's all good. The original box I gave them was returned to me, with a new phone inside. Thanks to Justin from HTC (SEA Tech Support). He was very helpful throughout the whole thing. :)

Also, I read that someone here decided to live with the dust inside. I'd strongly recommend against it. If there's dust inside, it MAY mean that the screen is not sealed to the phone properly, thus there's a chance of even more dust getting inside. Trust me, I did that with my Samsung InnoV8 and by the 3rd or 4th month it looks like crap. Moreover, you paid for it. Be it a cheap or an expensive phone, dust inside the screen is unacceptable.
[Nexus One General] miketaylor00:
I did mine as a replacement. I got my refurbed today. It looks 100% brand new, minus the box. I'm sure it came off an assembly line with an issue, was fixed and sent to me before it touched a consumers hands. As an added bonus people tell me that they can hear me more clearly now, especially when talking on bluetooth. I'm glad I went with the replacement. If the phone had been out for a year I probably wouldn't have. But I knew that the refurbed phones would likely be pretty much brand new at this point.
[Nexus One General] Paul22000:
Wysie, miketaylor00,

When did you guys send your phones in?
[Nexus One General] uansari1:
They did a swap, so they got their replacement handsets and sent the defective handsets back.
[Nexus One General] scrappyabs2:
Where do you guys ship your defective phone and where does your replacement phone arrive from? Does either phone ship internationally, or do both phones travel from/to your local/regional area (e.g., Indianapolis)? I'm trying to figure out if they are sending replacements that are newer than those that have been sitting in a box at the local shipping facility. It seems like if they were shipping to you directly from Asia you're more like to get a replacement from a newer batch of phones or a refurb that has been inspected by manufacturing.
[Nexus One General] marsdroid:
Just brick it...thats the easy part
[Nexus One General] Paul22000:
I shipped my phone out Sunday night and it arrived this morning at 8:54am in Houston, TX.

I received this email from HTC:

By going to the website and putting in my information, I get this:

I wonder if I had sent in my entire box instead of just the phone, if it would have been categorized as a replacement instead of a "repair".

Hmm
[Nexus One General] praguewatermelon:
Hi paul, I sent my phone along with all the accessories, and the ticket status of my claim is identical to yours (except for the specific failure), so I don't think it would've made a difference for you to send the entire box back.
[Nexus One General] Paul22000:
Great, thanks!

I hope we get new replacements, and not refurbs!
[Nexus One General] praguewatermelon:
Actually, I don't mind getting a refurb IF they actually check refurbished units and get rid of the issues...
[Nexus One General] praguewatermelon:
Btw, did the representative you talked to tell you when you would receive the replacement phone or when they would ship it out?
[Nexus One General] Paul22000:
Yep, he said 2 days to ship my phone to HTC, and 2 days back. "Roughly 4 business days total"

So far it's been 2 business days to get there (not including Monday Holiday), so hopefully I get my phone on Friday or Saturday!
[Nexus One General] cocoaju:
Got my phone within 3 days. That is quick!

The phone came back in the box I've sent. All the accessories came back the way I've sent them. SO I didn't get a new box. Only the phone got replaced.

The phone came back in it's plastic wrapper jacket. Just like new but not, it's definately a refurb. I didn't need to go through any set up procedures. I switch on the phone and it was ready. But after saying that, I notice the phone started at 12.00am, Jan 01 1980. Now I can't be that precise can I? So the phone was turned on for the first time. Why it didn't go through set up, I don't know.

There was no dust. The screen clicked near the 2 bottom corners. I press it hard and it clicked into place and have not clicked since I got it.

I also checked if there was any dead pixels. There was none, but even better was the streaks (when there is tiny rows of text on white background) were not really noticeable. Even on the dimmest settings. Yeah, of course they were there but I can't see them unless I look for them. Where as before, they were glaring in my face.

Over all, I am very happy with this exchange. Luckily.
[Nexus One General] Wysie:
I sent mine in last Friday, got it on Wednesday. About 3 working days :).
[Nexus One General] Paul22000:
Cocoaju and Wysie, did they send you a tracking number or email for sending the phone back to you?

That would be cool if a phone is already on its way back to me :cool:
[Nexus One General] mitsu8:
Did Fedex pick up your phones? Or did you guys drop them off somewhere?
[Nexus One General] melterx12:
you gotta drop your phone off at a fedex location or drop box (I would just go to a location). Fedex.com has a location finder. The only thing HTC does is give you a prepaid label so you dont need to pay to ship.
[Nexus One General] Paul22000:
I went to the Post Office. (Big orange Fedex drop box outside)
[Nexus One General] praguewatermelon:
were you guys able to get the customer service reps to tell you when your replacement units would be sent out? It seems that the customer service center is quite disconnected from the rest of the company. The rep I talked to had no i dea what would happen to the replacement phone. He could not find any tracking number nor did he know when the phone would be mailed out.
[Nexus One General] demo23019:
You might want to call them they specifically told me not to send back the battery, sd card, or any accessories..He said they are not responsible if i don't get them back when i receive my new phone

When you return your phone they send an replacement out rite

away and they might over look that you returned everything.
[Nexus One General] lordshido:
anyone who rooted their device get a replacement? i just got a blue dead pixel and my device is rooted >.<
[Nexus One General] Paul22000:
Aw, they really are repairing my phone instead of sending me a new one. (AND it'll probably take many days to do so.)

:( :( :(
[Nexus One General] uansari1:
I don't think so man... it says "Repair", in contrast with "DOA". That's just the type of service. It also says "On-site Exchange". ;)
[Nexus One General] praguewatermelon:
The status of my claim still hasn't changed yet.... :(
[Nexus One General] system6:
Check out my fiasco here. Had I have known, I would have returned it, paid the fee, and bought a new handset through Google again. this is a joke!

Androidforums /nexus-one/36534-buyer-beware-must-read.html

That's at Androidforums.com. Been on XDA for a long time, but not many posts so hyper linking is disabled. :L