[Nexus One General] mixxy:
Update September 28th: This is the newest update as well as my letter to google.

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To Whom this May Concern,

I did not receive a call back from anyone within the outlined 72 hours by Google. Instead, I called in myself on the 25th of September at 10 PM at night and after a long wait I was told that a gentleman, Scott Boyce, from the repair center added notes to my case stating "replacement device shipped" and a tracking number was attached. I was not notified of anything being done with my case, no information or updates were provided to me.

Today is the 28th of September, I received a package from FedEx sent from HTC. I was hoping that this whole issue would have been dealt with and a working device would be in my hands, but of course not. That would be too easy. I received THE EXACT SAME DEVICE that I sent in WEEKS AGO. The device has the exact same IMEI and Serial Number. Not only was the device not replaced as originally set up to be, but it was not even REPAIRED to correct the issues. I WAS LIED TO AND TOLD THAT A REPLACEMENT DEVICE WAS SHIPPED TO ME. This can be verified in the notes for my cases at HTC.

The device was not in my possession for an astronomical amount of time and HTC did NOTHING.

So I called back again, spoke to an agent first, and asked to be transfered to a supervisor. They said Daniella Simpson (who I asked to speak to) is not available. I asked then, to be transferred to another supervisor. The new supervisor came on the line, apologizing, like every other person I've spoken to in the past and explained that she had no clue what happened and shes sorry. She told me someone would call me back, but I refused to have someone call me back again because EVERYONE HAS LIED TO ME TILL THIS DAY and NOT ONCE CALLED ME BACK, she then told me she was transferring me to a project lead.

I got on to the phone and spoke to a gentleman named Brian Harris, who was, according to the notes read out to me by the last agent, supposed to call me with the tracking information and status for the "replacement device" that was being sent back to me. When he told me who he was, I questioned him in regards to the situation and the failure to provide a call back and he replied stating that he had not been notified that he would have to give me a call back. He said that after he figures out the situation with the repair center and why they stated that something had been done, when it had not, he would call me back.

I dont understand why there is NO FORM of communication happening between people at HTC. Am I asking for too much for a working device for which I have paid $676?. He told me that he is the project lead and he will get in touch with the repair center and call me back.

Today is the 28th of September. That makes it almost 95 days to get this case solved, but rather it has resulted in a position back to square one. We are back at the beginning and I have, back in my hands, the device that I initially sent it. NOT REPLACED. NOT REPAIRED.

Whoever is reading this at Google, I am extremely frustrated at this point to where I don't even know what to do. I have no words or courses of action left. HTC is literally cheating me out of my money and Google, who I originally purchased the phone from seems to be standing aside and not helping me.

I have contacted HTC Legal and advised them that unless this case is solved soon, I will be taking legal action against HTC and as a result Google as well, as the original purchase was made from Google. Please understand that I realize that Google support has been ceased for said device, however Google is a party in this case, and as much as I support Google for their excellent customer service (in the past) and open-systems approach, this situation has simply gone too far.

I have spoken to a gentleman by the name of Zenus Huang in the legal department at HTC Corporate and advised him about my case and intentions for legal action. I will also be calling back HTC Corporate at around 3:00 PM today (September 28th) to speak with the second in command after Jim Black (who is apparently the manager for the call centers), as Mr. Black is out of town until the 2nd of October, since nothing has been done by HTC America's call centers, repair centers or Google either.

I request once again that Google please step in and handle this matter before Google is subject to *possibly* undue/unintended negative pubic attention and ridicule.

Regards,

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