yashsingh1/xdaforums huggingface dataset:
[Nexus One General] ztm.000:
This is happening to me as we speak... mmrrraaa **** HTC right?
[Nexus One General] mrbkkt1:
Mine has never been that great. W/ my Kaiser, HTC wouldn't he'll because it wasn't a US tilt. With my xperia x1a, went back and forth between Sony and HTC(fixed problem myself). Judging by emails, i'm guessing that ht c's websites work is based somewhere out of the united states. My emails have such weird syntax that it reminds me of the commercial that says : this is Peggy!
[Nexus One General] mixxy:
as i said before, its not an issue of tracking the device, which i KNOW was received at the repair facility.

the issue is no one knows what the repair facility is waiting for.
[Nexus One General] mixxy:
So what would do you know. Ms Simpson told me she would indefinitely call me back before the end of the day today after speaking to her manager by the name of Kirshana. She said her shift ended at 10 and she would call me back 100% . The time is now 1 40 am and nothing. One more lie. Wow. I didn't think she would do this AGAIN
[Nexus One General] sa seba:
Keep bugging them by calling them daily. And try Google as well.

This is how I got DHL to admit that they had lost my nexus one. Mind you, it took 3 weeks of pretty much daily calling though.

It is likely that they have no clue where your phone is.

And check out the google android forums; there are some post I found helpful.
[Nexus One General] ~~Tito~~:
I've had nothing but positive experiences. HTC swapped my nexus, came pretty quickly, waiting to swap again because of a dead pixel :(, I asked them a few days later for a battery and back cover replacement, and they gave it to me, its on its way now. I will call again for the refurb replacement once I have the money to show that I won't keep both phones.
[Nexus One General] mixxy:
i would like to just let everyone know that my experience before this one with HTC have been relatively OKAY.

my nexus was swapped once before as well due to issues, but again it took close to 25 days to get my new device to me.

the biggest problem of all is the fact that HTC does NOT do advance replacements for Canadian customers.

the only way to get a swap is to send the old device first and then receive the new device. IF i had the option to place my credit card information as collateral I would, but unfortunately i do not have such an option.

also, another big hitch is the fact that nexus one swaps go to a depot in Ontario first and then Texas, extending the shipping time and response time, as well as issues in the shipping process.
[Nexus One General] mixxy:
I was contacted by the Google team today and was advised that they have followed up with HTC for me as well.

I was advised that if i do no hear back within 72 hours that i let google know.

and the saga continues.
[Nexus One General] sirgoob:
ftccomplaintassistant.gov.

File an online complaint with them. They will do an investigation, it might take a little time though. In dealing with telecom companies daily, its very common to get the run a round like that. 95% of the time your not speaking to any one of importance, just another call center secretary.

Sent from my Nexus One
[Nexus One General] stuff:
Interesting that Google contacted you now
[Nexus One General] MaybachMan:
Hopefully the Big G will sort it out!
[Nexus One General] ~~Tito~~:
Sucks I know, but HTC seems to like US customers. They should how ever have different hubs for different locations just to improve shipping times which would greatly benifit everyone.
[Nexus One General] mixxy:
Update from September 23rd: I called in at 10:00 PM at night and asked to speak to Daniella Simpson (the supervisor who had promised to call me back) right away.

After speaking to an agent first, when I was transferred to her, she said shes sorry for not calling me back, but she got busy. She said that she had a lot of things to do, and that she was going to call me back today and how I was the first name on her list of things to do. *YEA RIGHT* Its 10 PM and she was thinking of giving me a call back now?

She told me that she emailed her superior Mr. Harris about the whole case, and he emailed the repair center. She said I should hear back today from them for sure.

That was it. I told her about how Google had contacted me and she basically said that she will forward the concerns to Mr. Harris.

and on we go
[Nexus One General] mixxy:
Well that was because I sent them everything that was going on.

Lets see what they do. I told them I would keep them updated as well.

If, as of Monday next week, this doesnt get resolved I will go back to my lawyer and figure out what is necessary.

lies after lies after liesss. wow HTC. keep up the great work *SARCASM*.

I know many people who have an HTC phone now that have told me they will never buy HTC again.
[Nexus One General] xguntherc:
well, my N1 trackball is starting to stick here and there.. I'd hate to try and get a replacement and go through what you are.
[Nexus One General] innisdb:
i agree that your situation really sucks but i think saying "how htc and google are screwing people over" is a little bit of an extreme thing to say...ive had a few replacements for my n1 and i never had anything but the best customer service. your probably just the one out of a million people that ended up with bad service
[Nexus One General] mixxy:
im not disagreeing with you in regards to me being a few select people. But you know what, a company's success and customer service isnt measured by how many people they are able to keep happy ONLY.

if you have 40 out of 50 happy, and the other 10 so pissed off and so terribly treated that they get run arounds for 3 months or lied to time after time. The 40 cases that are happy, and have a straight forward case or issue, no longer have the same weighting.
[Nexus One General] ianken:
This does not surprise me at all. HTC is new to selling or servicing devices directly to ends users. GOOG learned the same lesson with this phone.

Dealing with end users is hard. Letting TMO our whoever be your proxy is much easier.
[Nexus One General] mixxy:
has anyone noticed that the last page of stuff was deleted?
[Nexus One General] unforgiven512:
Yeah. Server had database issues and had to be restored from a backup.
[Nexus One General] CiDhed:
I sent my n1 out for a broken screen after work on Wednesday and just received it back. HTC communicated well and really provided me with quick and affordable support on this issue.
[Nexus One General] :
Did your purchase this with a credit card?

Give HTC one last call, tell them get you a new phone asap, and have a proper resolution for you in 24 hours, otherwise you will get the credit card company involved and appropriate legal actions.

You can guarantee a resolution from any company as soon as you mention legal options.

You are way past the point of "what are you going to do to resolve this", it needs to be "You are going to do this to resolve this" at this point.
[Nexus One General] bgnguyen:
Agreed.

But if you are going to call them, don't agree to having them call you back. Tell them you will NOT be calling back again and that they WILL resolve the issue during this phone call. You will tell them that you don't care if they lost your ticket, it's not your problem, it's THEIR problem for having a messed up system. You will not wait, you will not be deferred, you will be shipped a new phone. Period. Don't take sheet from nobody. If they say they don't have any supervisors available, tell them that it is highly unlikely and there IS someone available to speak to. Keep pushing, don't stop and let them "call you back".
[Nexus One General] mixxy:
ok, because the last page or two of posts was deleted ill repost my original update.

it can also be found on the facebook group

update sept 25th: so after not hearing back on Friday or today, i decided to call in and figure out if anything new had happened.

when i called i spoke to an agent named Gary, he said no supervisors are available and no managers either. Just out of curiosity i aksed him to check the notes for my account, and he goes, they were updated today last.

they read "device shipped" and had a tracking number. So no one called me back, no info from anyone, no tracking numbers before i had called in, and i don't know what they are shipping back.

talk about irresponsible. we'll i guess ill find out in a few days what happened and ill keep you all updated
[Nexus One General] mixxy:
trust me, ive gotten extremely stubborn, but NOTHING works. Its like, they simply DONT care.

im not joking, ive threatened to call the police, ive given them deadlines and also advised of chargebacks, but NO ONE CALLS BACK

and i told them exactly that "that its THEIR problem for having a messed up system", but all they do is apologize and nothing else.

i actually submitted reports to the FTC and my local newspapers. I think google stepped in and did something because when i called on the 25th, no one had a clue who updated the notes.

ive NEVER stopped at them calling me back, simply because it hasnt been happening. In fact, ive told them ill gladly wait on hold for 24 hours if thats what it takes to speak to management. But nada. Whats even more frustrating is the fact that the people im speaking to ARE supervisors. I've confirmed it from other cases posted on the net as well as other means. They just cant do ANYTHING it seems.

And management, Mr. Harris, apparently has a stick up his butt and he does do crap either.

When i asked them if they are a third party call centre, EVERY employee says NO, they ARE HTC. So then i ask them, "then why the hell can you not get in touch with your repair centre in houston via phone or any other means?" the response, "because all correspondence from the repair centre HAS to be through email and there is no other way". I Say BULLSHTI

the package addressed to me will be here tomorrow morning, I will let you all know what happened. As of now, I dont know what has been shipped back to me, in what condition, on what basis, why STILL no one has called me back to explain what happened, NOTHING.

im a clueless until i get the device back tomorrow.
[Nexus One General] mixxy:
trust me, this is WAY WAY WAY beyond even the "You are going to do this to resolve this" point already. So far beyond, that ive gotten names and numbers of corporate high execs and emailed and called them, but no responses.

and i would love to call my credit card company, but they are slightly incompetent as well. I had a bar charge me twice for the same meal 2 months ago, i disputed the transaction and it is still pending. For 17 bucks. So think how long something like this would take.

and i have already spoken to my lawyer, and advised EVERYONE in the call centre, from managers to supervisors to agents that i will be taking legal action and so on, but clearly it does not phase them because to this day i still havent had any call backs.

*fingers crossed* here's to hoping i get a good, functional and reliable device back this time and never have to deal with HTC again. They really screwed up this time.
[Nexus One General] mixxy:
today is the 28th of september update:

i received a package from fedex today. It was my device shipped from HTC.

it is the SAME device that i sent in to HTC initially. It has not been touched, it has not been repaired.

The right side of the screen is a different color still. The power button is still buggy and the back cover is still not sitting correctly on the device. Im SO ****IN PISSED.

im on the phone with them now, and i asked to be transferred to a supervisor, and they said "it looks like your phone was delivered to you today, the supervisors are asking what the issue is"

i told her "its the same damn device that was sent back to me, not repaired, not replaced, NOTHING". Now, i dont even know what to do. im waiting on hold for someone to help me. Im just so upset now. I mean, im frustrated to the point where i dont even know WHAT to do anymore.

arghhhh
[Nexus One General] rand0m_insanity:
I've always thought of HTC being an efficient company. It's really bad that something like this is happening. This would really make me think twice before buying another HTC device.
[Nexus One General] wrench115:
Man....I have a dead/stuck pixel on my screen been there since day one. Had the phone a month or so now. Read this entire thread. I was going to send it in to be fixed. Now I think I will just stfu and be content with the 1 dead pixel. Good luck to you man I hope it works out in the end:(
[Nexus One General] bennettm89:
I have been following since the first post. They didn't explain anything at all? I look forward to the results of the phone call. I had a similiar issue with Tmobile regarding my G1 back when it first came out. The camera cover was cracked in half at no fault of mine. They got so confused with what was going on that they sent me a brand new G1 and my old one, too.
[Nexus One General] mixxy:
Nope. They didnt explain ANYTHING. They said they have no clue what happened. They even confirmed that the so called "replacement" device that was sent to me had the exact same Serial # and IMEI, so it has definitely not been replaced.
[Nexus One General] MaybachMan:
This is making me rethink my HTC Desire HD purchase...

I hope you get this crap sorted. Take 'em to court and sue their asses if you have to.
[Nexus One General] mixxy:
if i havent done so already, I would like to thank EVERYONE of you who is showing your support with helpful input/feedback and comments.

i encourage everyone to voice their opinions on this thread. It WILL make a difference, I guarantee that.
[Nexus One General] MaybachMan:
Sounds like it worked out for you in the end then :D
[Nexus One General] CiDhed:
I find it funny how a great service experience gets overshadowed by a bad one. My experience with them was probably the best I have had with a company.
[Nexus One General] bennettm89:
I will preface my post with the statement that everything I say is strictly from a professional POV:

There are a number of things wrong with this e-mail. First off and most importantly, the tone of the e-mail and the stance that you take against Google will not help you resolve your issue any quicker. Google never has (and never will) handle the support for the Nexus One. You should be happy that they are attempting to support you through your endeavors with HTC. Threatening Google with a lawsuit (parallel to HTC) is just going to anger them. I understand this is a write-up of your notes, but it seems like a one-kid-vs-the-other-tattling-to-mommy kind of situation. I absolutely agree with you taking legal action, but it will cost you a lot more than the worth of a Nexus One. Secondly, 99% of people who threaten legal action regarding matters such as this on forums such as this are bluffing... I've done it. Lastly, grammar and spelling should be checked thoroughly and the sentences that are full of caps should just be removed. Understand that I'm only attempting to advise you in order to get what you want out of it all. I've done the asshole act from 16 to 19 or so and it just pays more to be courteous.
[Nexus One General] rand0m_insanity:
True. However, we as consumers should not look past this just so easily. If ever something like this happened to anyone of us, we would surely feel somehow the same. As for me, I would just wish that they prevent something like this from happening again. That can be a huge black eye for HTC if they would not do anything to prevent this from happening again.
[Nexus One General] pwig:
I got my replacement phone two days ago and it has the horrible purple tinted amoled screen in it. My previous phone's screen was very good. It's an AT&T banded phone, for your information. It was swapped because of a stuck trackball. And yes I tried everything to unstick it.

I guess I will call them and ask for another replacement. I would really prefer the SLCD screen, to be honest.
[Nexus One General] uansari1:
You're going to kick them in the balls? :D

J/k... good luck with this. From a legal standpoint, you definitely have claims for breach of contract, couple breach of warranty claims, and conversion... probably also intentional infliction of emotional distress.
[Nexus One General] mixxy:
While I thank you very much for your advice and opinion, I'd like to point out that no one has been in the same situation as me to be able to judge how I should be speaking to absolutely anyone at this point of the matter.

I understand that from a professional POV the letter may seem outlandish and even redundant at times, but it was written at a time of extreme anger and frustration (and also with my Samsung galaxy, so it was a little difficult to type).

As for your comment in regards to Google handling support.

Google provided FULL customer service/support for the Nexus One phones until they ceased production of the phone. When production was ceased and all devices were shipped, Google waited for a 2 month period to ensure that any buyers who were within their remorse period could obtain refunds or DOA replacements. Google, and Google only could provide refunds for the device initially.

Secondly, I should not be grateful to Google for anything. I purchased a product from Google, not HTC. So Google should be the one who is attending to my needs. While I understand that the Hardware and Software support is dealt by HTC, this matter has reached confines way beyond that of HW/SW support.

Moreover, I understand your concern about litigation and would just like to point out that I am not a 16-19 year old child, who is just angry, rather a University Grad in law school. Approximately 3 weeks ago I brought up this case with my lawyer and as you may note in my previous posts (if they were not lost during the database error), that I chose not to go with that course of action due to the sheer costs that the ordeal could demand. However, at this point and time in the matter it is not about the costs or the time, as if I did decide to take legal action against whomever I choose to, would be to recover time spent dealing with support, for a full refund of the purchase price of the device and any additional costs that I had to endure during the case (ie. legal fees, travel costs, lost revenues etc).

I did not "tattle" to Google about the situation. I made my PAYMENT to Google and as a result they are liable to some degree in the matter. I'm sorry to say but Google has done nothing but notify me that "they have contacted HTC" on my behalf. Personally, I could not care if I angered anyone from Google or HTC at this time as the way that I have been dealt with, by agents, supervisors and managers, has been unacceptable and quite frankly very pathetic considering the standards of a large scale corporation's PR and customer service departments.
[Nexus One General] mixxy:
Oops. Sorry bout that, I typed that out on my samsung galaxy as I don't have a laptop for the next few days. Hence the many grammatical errors.

*im so embarrassed* :o
[Nexus One General] bennettm89:
Understood. Well, good luck. I'm anticipating reading the end result
[Nexus One General] mrbkkt1:
I'm in the same boat. Except for the fact that I haven't sent the phone in yet, I'm still waiting for an email. I am patiently waiting even though Google themselves said they were involved....
[Nexus One General] mixxy:
Thanks again for your support. Also, I sincerely hope that I haven't offended you in any way through my previous response. If so, it was not my intention.

I thank you once again for your advice and your support. =)
[Nexus One General] mixxy:
I'm not sure what you mean. How could you be in the same boat if you have not sent in your device yet?

Did you have an advance replacement set up? And do you mean that after receiving your replacement device (which I assume is defective), you have yet to send back the original defective device?

As for Google being involved, well, they were apparently involved with my case starting on the 23rd of September, and today is the 28th. Nothing has been done from their end. Although I hope someone, somewhere is doing something for you and I.
[Nexus One General] CiDhed:
My main point is stuff like this:

Based purely off this thread is ridiculous. If they would of been perfect op would of never come on here to rant about how great they were.

My phone was sent in after work on Wednesday(the same day I called it in) and was back to me the following Monday.
[Nexus One General] mixxy:
I do understand your point here, but if you take the time to google some key words, you will find that there are MANY threads and posts created online in regards to support for their Nexus one.

I was contacted by the head at corporate a few minutes ago and she advised me once again that a full investigation has been launched and my matter is not being taken lightly. She said that it would be dealt with internally for sure.

But I do agree with you, some people get good support and are happy, and then there are mess ups like mine, or the many others who have chose to post their info.

Lastly, I did not come here to rant, but rather to bring this whole situation to the eyes of consumers. If I had not done so, who knows, maybe another person would be in the same situation and would just give up and live with the mistakes made by HTC.
[Nexus One General] bennettm89:
Nah, no offense. I see that, based on your offense, that I may have offended you. I did not intend on doing so. All is well.

Good, I am glad that they took care of you. My experience (the only one) has resulted in excellent support from HTC and I am glad that they did right by you and sent you a new device. I bet they are not even asking for the broken one, either. I don't actually even remember what was wrong with it but I am sure you could make at least a hundred or two off of it.
[Nexus One General] MaybachMan:
I do understand that, so I started a poll but literally no one's voted on it, LOL.

Anyway, glad to hear you got it sorted, OP! And also glad to hear that a high up person at HTC is taking the situation seriously! :)
[Nexus One General] mrbkkt1:
I am waiting for a swap. I called again today, spoke to a supervisor (danielle?) and I finally got a tracking number. no phone actually shipped yet, but at least I have something... I didn't want to go into specifics earlier, because I didn't want to feel like I was thread jacking, but since you have a phone now, I will add more:

I had called on the 18th to do a swap, immediately I did my cc authorization. Got a return label emailed to me, and nothing else.

Phone calls and emails a few times, told 72 hours, yada yada yada, escalation.... etc. similar to your situation.

My case is still open, and today, I was told that a "glitch" in the system is causing the problems... whatever.

on a side note, if anyone is wondering, a company called Telamon: http://www.telamon.com/tps.html

call center:

return services:

Logistics - RMA & Repair

They do all the call center, and email support, so if they tell you they work for HTC, they are lying. I just didn't feel like calling them out on it.
[Nexus One General] mrbkkt1:
Side note.

Missed fedex by 15 minutes today. I guess I have 2 different tracking numbers and was given the wrong one by email. Otherwise, I would have went in late too work.
[Nexus One General] khaytsus:
You would have missed them anyway unless you camped out on the porch.. When my N1 was coming in I was sitting in the front room where the door is, door closed because it was hot out..

I heard a truck pull off.. Got curious and looked and there was a sticker on the door saying I wasn't home.....
[Nexus One General] Alclub:
What were the goodies?
[Nexus One General] mixxy:
keychain, usb drive, pouch...
[Nexus One General] mixxy:
i hope you have nothing but good news *knock on wood*
[Nexus One General] mrbkkt1:
So. I picked up my new nexus today from fedex. Just for kicks, I checked my original fedex tracking code and its now active. According to fedex, I have another phone coming in tomorrow. I guess I will have to send it back.