HTC 10

[BlueGoldAce]

Just an FYI,

HTC customer service, from conversing with them on the phone to trying to return a device, is absolutely useless.

Anyway, still a great phone.

I managed to snag a 64gb Nexus 6p, with Nexus protect until 11/2017, for under $400. Great deal for a great phone.

I am eager to see what HTC does with the Nexus, and at least Google will handle the customer service side of that phone(s).

 

[Surf Donkey]

Just an FYI,

HTC customer service, from conversing with them on the phone to trying to return a device, is absolutely useless.

Anyway, still a great phone.

I managed to snag a 64gb Nexus 6p, with Nexus protect until 11/2017, for under $400. Great deal for a great phone.

I am eager to see what HTC does with the Nexus, and at least Google will handle the customer service side of that phone(s).

That is not good to hear. But seeing accounts like yours all over XDA as well. Customer support is a MAJOR factor in purchasing a phone for me. One of the reasons I support Google so much is they have great customer support.

What good is uh-oh protection if it is going to be a fight to use it if needed? This might be a main reason for me to return honestly.

 

[BlueGoldAce]

That is not good to hear. But hearing stories like yours all over XDA as well. Customer support is a MAJOR factor in purchasing a phone for me. One of the reasons I support Google so much is they have great customer support.

What good is uh-oh protection if it is going to be a fight to use it if needed? This might be a main reason for me to return honestly.

Just be prepared to call them multiple times.

I have some very vague return instructions, but they make little sense. Unfortunately the reps don't seem to know either.

Also, despite what the website says, they seem to be sticking to the 14 day return window.

 

[Surf Donkey]

Just be prepared to call them multiple times.

I have some very vague return instructions, but they make little sense. Unfortunately the reps don't seem to know either.

Also, despite what the website says, they seem to be sticking to the 14 day return window.

Wha?? Wow. Thanks for the heads up, returning it right now then. That is awful.

 

[BlueGoldAce]

Wha?? Wow. Thanks for the heads up, returning it right now then. That is awful.

Yeah, that's why I replied with that.

It's a mess. Digital rivers does the sale side, I believe. HTC website says 30 days, but all the reps kept saying "your within 14 days". So that's the extent of it.

You might be able to process the return via findmyorder.com. It may be 14 days, or 30.

Great phone, but the company is a mess with this launch.

The rumored HTC nexus will be a better choice, if for customer support alone.

 

[jamezr]

Yeah, that's why I replied with that.

It's a mess. Digital rivers does the sale side, I believe. HTC website says 30 days, but all the reps kept saying "your within 14 days". So that's the extent of it.

You might be able to process the return via findmyorder.com. It may be 14 days, or 30.

Great phone, but the company is a mess with this launch.

The rumored HTC nexus will be a better choice, if for customer support alone.

I guess I was lucky. I did all my correspondence through email. Got a RMA email right away. No prepaid label though I had to pay for shipping myself to Indy. It went back yesterday. Buuuut this is after I tried to cancel the original order. Got confirmation the order was canceled....then received the phone 2 days later!
The HTC 10 is a great phone but just not for me.

 

[Surf Donkey]

I am just mostly concerned with having to fight people on the return when the website says 30 days. Honestly, I was really planning on keeping this phone. But I was also happy to know I still had at least a couple more weeks to decide (still waiting on a new SIM).

But no way am I going to fight awful customer service (ala Samsung) with the return if I choose.

When I clicked the button for return it was very vague, gave me an address (I think). It says I should be emailed more details and hopefully that is true.

 

[BlueGoldAce]

All I got was an address and RMA. So I guess I just ship it there

 

[jamezr]

All I got was an address and RMA. So I guess I just ship it there

The address i got was:
Plainfield Returns Center
2675 Reeves Road
Plainfield, IN 46168

That might be right around the corner from you BGA.

 

[Surf Donkey]

All I got was an address and RMA. So I guess I just ship it there

Yup, getting the same....just a vague address but it is not clear this is the returns location. At least you have the same address @jamezr so I'll send it there.

No way to web chat. Digital River is awful, I already know this, so not going to call. HTC is now on my OEM ********.
[doublepost=1464273323][/doublepost]No prepaid label, but no label at all @jamezr ? That is quite odd.

 

[BlueGoldAce]

Alright, good. I'll ship it tomorrow.

I agree. Horrible customer service.

 

[jamezr]

Yup, getting the same....just a vague address but it is not clear this is the returns location. At least you have the same address @jamezr so I'll send it there.

No way to web chat. Digital River is awful, I already know this, so not going to call. HTC is now on my OEM ********.
[doublepost=1464273323][/doublepost]No prepaid label, but no label at all @jamezr ? That is quite odd.

Yeah no label just the instructions below. Pretty piss poor customer service from HTC. Not exactly warming me up to get a HTC Nexus phone later this year.
I plastered the RMA# all over the box. I used the original shipping box as well.

"Thank you for ordering from HTC. At your request, a return has been initiated. Your request to return items ordered will expire in 30 days. You must follow the instructions below before your request expires. We cannot issue a refund before these instructions are followed.

Each product must be received at its correct corresponding address in order for us to process your refund. In the event that you are returning multiple products, you may be required to send items to different addresses. Products being returned to the same address may be shipped together. Please include a copy of this email in the box with your product to ensure quick processing of your return.

Please read carefully to ensure that each product is returned to the correct location. Once the product is received and processed, your refund should appear within 5-7 business days."

 

[Surf Donkey]

Yeah no label just the instructions below. Pretty piss poor customer service from HTC. Not exactly warming me up to get a HTC Nexus phone later this year.
I plastered the RMA# all over the box. I used the original shipping box as well.

"Thank you for ordering from HTC. At your request, a return has been initiated. Your request to return items ordered will expire in 30 days. You must follow the instructions below before your request expires. We cannot issue a refund before these instructions are followed.

Each product must be received at its correct corresponding address in order for us to process your refund. In the event that you are returning multiple products, you may be required to send items to different addresses. Products being returned to the same address may be shipped together. Please include a copy of this email in the box with your product to ensure quick processing of your return.

Please read carefully to ensure that each product is returned to the correct location. Once the product is received and processed, your refund should appear within 5-7 business days."

Thanks!

Well, do know that if you buy Nexus from the Google Store at least, the customer service is awesome. So you are pretty free of the OEM until after the warranty with Google is done. But get the Nexus Protect, Google has your back, and you never have to deal with this absurdity of outsourced customer support to places like digital river.

I would have never bought a Huawei phone if that wasn't the case.

 

[jamezr]

Thanks!

Well, do know that if you buy Nexus from the Google Store at least, the customer service is awesome. So you are pretty free of the OEM until after the warranty with Google is done. But get the Nexus Protect, Google has your back, and you never have to deal with this absurdity of outsourced customer support to places like digital river.

I would have never bought a Huawei phone if that wasn't the case.

Google will handle the order process. But any warranty or service will be handled by HTC. That's how they have it with Huawei as well. Then Huawei customer service has been too notch in my experience anyway.

 

[BlueGoldAce]

Google will handle the order process. But any warranty or service will be handled by HTC. That's how they have it with Huawei as well. Then Huawei customer service has been too notch in my experience anyway.

Hmm....according to the Google website if you purchase it from the play store, it warranty issues go through Google. If you purchase it from another retailer, then it goes through huawei.

 

[Surf Donkey]

Google will handle the order process. But any warranty or service will be handled by HTC. That's how they have it with Huawei as well. Then Huawei customer service has been too notch in my experience anyway.

Not true at all. Nexus Protect is done through Google. Well, it might be third party, but customer support is Google. And outside of Nexus Protect Google Store handles the warranties in the first year.

And just ask any 6P owners without Nexus Protect and who bought from a store outside Google how their experience is with Huawei. It has been AWFUL. Anyways, that is a different topic.
[doublepost=1464274522][/doublepost]This is really why people are adverse to Android. These OEMs with awful customer support. They don't realize that the Google Play Store experience is on par with Apple (minus the physical stores of course). Any replacement, they send you the new phone first, overnight, and give you two weeks to send the old one back. It is awesome.

 

[jamezr]

Not true at all. Nexus Protect is done through Google. Well, it might be third party, but customer support is Google. And outside of Nexus Protect Google Store handles the warranties in the first year.

And just ask any 6P owners without Nexus Protect and who bought from a store outside Google how their experience is with Huawei. It has been AWFUL. Anyways, that is a different topic.
[doublepost=1464274522][/doublepost]This is really why people are adverse to Android. These OEMs with awful customer support. They don't realize that the Google Play Store experience is on par with Apple (minus the physical stores of course). Any replacement, they send you the new phone first, overnight, and give you two weeks to send the old one back. It is awesome.

If you add Nexus Protect to your order.
But everything I read say Huawei handles warranty for the 6P.

 

[BlueGoldAce]

To quote Google:

Contact information

Manufacturer: Huawei Technologies Co. Ltd. ("Huawei")

Contact: If you purchased your Nexus 6P on the Google Store, contact us for information about refunds, exchanges, or repairs. Your satisfaction is important to us and we want to help.

If you purchased your phone directly from Project Fi, call 1-844-Talk-2-Fi for information about refunds, exchanges, or repairs.

If you didn’t purchase your Nexus 6P on the Google Store, visit the Huawei website at www.gethuawei.com/. You may be covered by Huawei's limited manufacturer's warranty.

Warranty

Huawei provides a limited manufacturer's warranty for the Nexus 6P. To find out what is and isn’t covered by the warranty, refer to the warranty information in the Nexus 6P package or contact Huawei. This additional warranty does not affect your legal rights.

So Google has you covered as long as you buy from them, nexus protect or not. How it us with the 6p, and how it was with the 6 and 5. They are every bit as good as apple.

 

[Surf Donkey]

If you add Nexus Protect to your order.
But everything I read say Huawei handles warranty for the 6P.

I don't have Nexus protect. Google has replaced my phone. You are wrong, sorry. Nexus protect gives you another year AND accident protection, like Apple Care. But Google has you covered. They are awesome.

https://support.google.com/store/answer/6301411?hl=en

Contact: If you purchased your Nexus 6P on the Google Store, contact us for information about refunds, exchanges, or repairs. Your satisfaction is important to us and we want to help.

If you didn’t purchase your Nexus 6P on the Google Store, visit the Huawei website at www.gethuawei.com/. You may be covered by Huawei's limited manufacturer's warranty.

 

[jamezr]

To quote Google:

Contact information

Manufacturer: Huawei Technologies Co. Ltd. ("Huawei")

Contact: If you purchased your Nexus 6P on the Google Store, contact us for information about refunds, exchanges, or repairs. Your satisfaction is important to us and we want to help.

If you purchased your phone directly from Project Fi, call 1-844-Talk-2-Fi for information about refunds, exchanges, or repairs.

If you didn’t purchase your Nexus 6P on the Google Store, visit the Huawei website at www.gethuawei.com/. You may be covered by Huawei's limited manufacturer's warranty.

Warranty

Huawei provides a limited manufacturer's warranty for the Nexus 6P. To find out what is and isn’t covered by the warranty, refer to the warranty information in the Nexus 6P package or contact Huawei. This additional warranty does not affect your legal rights.

So Google has you covered as long as you buy from them, nexus protect or not. How it us with the 6p, and how it was with the 6 and 5. They are every bit as good as apple.

Exactly....but who does the repairs? Not Google....Huawei does all the repairs. Google will send replacements no doubt about it and Google customer service is awesome.

 

[Surf Donkey]

Exactly....but who does the repairs? Not Google....Huawei does all the repairs.

Google just gives you a new or refurb phone under warranty. Accidental repairs done through Nexus Protect are a 3rd party, but not Huawei.

 

[BlueGoldAce]

Exactly....but who does the repairs? Not Google....Huawei does all the repairs.

Maybe, but Google is front. You deal with them. If you have a problem, they sort it out for you.

They have always did advanced exchanges for me anyway, within the warranty.

Miles ahead of HTC and others here.

 

[jamezr]

Maybe, but Google is front. You deal with them. If you have a problem, they sort it out for you.

They have always did advanced exchanges for me anyway, within the warranty.

Miles ahead of HTC and others here.

Totally agree. Google CS is top of the line. That has been my experience anyway.

 

[mountain]

Hmm... HTC gives you option if you want advanced exchange or not. Most of the companies I have dealt with provide customers this option so I don't know what you guys are complaining about.

 

[Surf Donkey]

Well HTC is now a notch below Samsung. At least their OS was pretty awesome.
[doublepost=1464275522][/doublepost]

Hmm... HTC gives you option if you want advanced exchange or not. Most of the companies I have dealt with provide customers this option so I don't know what you guys are complaining about.

Well maybe they should use their customer support for orders/returns then if they want to gain/keep customers. This digital river process is awful.