[Nexus One Q&A, Help & Troubleshooting] noneedlessnoise:
Last Friday I called HTC to get my N1 replaced because there is dust under the screen and it's driving me crazy. I can't really be without it so I told them that I'd rather do the replacement. They said they would overnight me a phone, but I'd have authorize a hold on my credit card for $529 until they get my old phone from me, which was fine.

On Tuesday morning I called them asking if there was any shipping info because I hadn't gotten anything yet, and they told me that my info was entered in wrong and that it would be shipped out that night. I got home from work 3 hours later and the phone was already there waiting for me. I guess the info in their computer for shipping was wrong?

I opened the package and there was no return label, a little confused so I called HTC and they told me that one should have been emailed to me, but I never got anything. I have a really clean inbox and I check my spam every day, nothing. The rep said that they would "escalate" the process and I should see it the next day.

Nothing the next day. I called again, spoke to another rep who told me that a lot of my info was entered into the system wrong, like my ZIP was and she said she was surprised that I even got the phone. She said that the label was never even submitted and she said she would resubmit it now.

I called back Wednesday because I STILL hadn't gotten anything yet, the rep I talked to told me that she was sorry because she could see the label was never sent but a rep had resubmitted it, she said she'd never seen a case where it was never submitted in the first place. She told me to call back in a few days if I don't get it.

I still don't have the label. I've been using the new phone already for a week, this is a little out of control, their QA is terrible and while their reps are friendly, they really don't do anything right. I have a really simple name which I spelled out phonetically as well as my address which is also very simple. I checked my bank statement today which I haven't since before I ordered the new phone, and there isn't even an authorization there. My banking is live and I see everything as it appears, but there is nothing at all there from HTC. I don't even know what to do anymore.

EDIT: I just called them again, asking where my shipping label was. Usually the reps I talked to were really helpful but this one was pretty rude. She asked me to verify my information, which I provided. I told her that I'd never received the label and that there had never been a hold placed on my credit card. She told me that my ZIP code had been entered wrong. Each time I've called they have all told me that my ZIP has been entered wrong. It's 122XX, each time I call they tell me it was entered as 22XX and they're going to correct it. Then every time I call back they tell me it's in wrong again. This time, the rep told me that I never got it because my ZIP was in wrong. I asked her why because every time I call they tell me that, say they're correcting it, then I call back and it's in wrong again. She told me that she couldn't answer that question at this time. I asked her how I received the replacement if my ZIP was wrong and she couldn't answer that. I asked her if there was a way to tell why there was no hold placed on my funds, she said she couldn't answer that either. I asked her when I should call back if I don't receive the label, and she said by the close of business today would be the maximum 72 hours that the tickets take. When I called on Wednesday they told me if I don't get it by Thursday that I should call, so that's what I did. I asked her if she could figure out why the ZIP codes keep getting entered in wrong and she said she could escalate it to the warehouse. I asked her what the purpose of escalating it to the warehouse would be and she said she could not answer the question at this time. I asked her why she would offer to do that if she didn't know why she'd escalate it to that department and she could not answer. I told her she'd been very helpful after she continuously asked if there was anything else she could help me with and hung up.

HTC customer service is a complete joke, I just want to send my phone back, I even offered to ship it myself.