Hi Guys,
Just windering if anyone is waiting for the Replacement Unit. I have been waiting for y Unit since January 18th,2011 and so far Dell Support have no idea to resolve the issue.
The have order the Exchange for more then 10 Times and when i call back to check the status their system shows its pending.
I just kind of shocking how Dell Support works, I work myself in the support and Customer Satisfaction is always first priority but i guess in Dell Books you buy something from them and you are on your own.
Is anyone out there having the same problem i do. Please share your thoughts and let me know if there is any tricks to get the Bloody Support send me a Device.
umar.ranjha said:
Hi Guys,
Just windering if anyone is waiting for the Replacement Unit. I have been waiting for y Unit since January 18th,2011 and so far Dell Support have no idea to resolve the issue.
The have order the Exchange for more then 10 Times and when i call back to check the status their system shows its pending.
I just kind of shocking how Dell Support works, I work myself in the support and Customer Satisfaction is always first priority but i guess in Dell Books you buy something from them and you are on your own.
Is anyone out there having the same problem i do. Please share your thoughts and let me know if there is any tricks to get the Bloody Support send me a Device.
Click to expand...
Click to collapse
I take you already have an order #?
you can check your status online here
https://support.dell.com/support/order/GlobalOrderHome.aspx?c=ca&cs=cadhs1&l=en&s=dhs
What I will do next is call Dell mobility directly and ask to talk to a supervisor right away. Tell him/her that you've been waiting for your replacement unit for 3 months and you demand a next day shipping or you take them to a small court claim
Do you think i have not done that already??
In three months i was told several different case numbers and plenty of dispatch numbers. I guess my Issue will be the longest in the Dell Streak support when it comes to read and follow up.
One thing i dont understand about Dell Support is:
" Sir i know it's been Delayed and i apologized for the inconvinience"
Well screw you Mr. Manager put yourself in my pants and tell me how it feels.
Finally send it to unresolved customer support i am 100% sure they are not going to do ****. But lets wait and see......
umar.ranjha are you in the USA? Have to ask before I give my story, don't want to rub salt into your wound if you are not in the USA.
That sucks. Only thing I can recommend is keep calling, asking for different supervisors.... Eventually, someone will do something to help.
I had a great experience with dell in the us. My streak was completely useless and broken out of the box straight from dell. They overnighted me a replacement and that was that
Sent from my Dell Streak using Tapatalk
Strange. I am in the US, I called Dell Moblicity, was on the phone/hold for a total of under an hour. Got replacement phone and battery about a week later, shipped the other one back. This was about a month ago.
No problems.
Perhaps outside the US its not nearly as easy.
Sent from my MB860 using XDA App
umar.ranjha said:
Hi Guys,
Just windering if anyone is waiting for the Replacement Unit. I have been waiting for y Unit since January 18th,2011 and so far Dell Support have no idea to resolve the issue.
The have order the Exchange for more then 10 Times and when i call back to check the status their system shows its pending.
I just kind of shocking how Dell Support works, I work myself in the support and Customer Satisfaction is always first priority but i guess in Dell Books you buy something from them and you are on your own.
Is anyone out there having the same problem i do. Please share your thoughts and let me know if there is any tricks to get the Bloody Support send me a Device.
Click to expand...
Click to collapse
Are u from India? I can help you out.
Related
Dell recently sent me a replacement streak for an issue I was having. They sent me a full retail box replacement. Unfortunatly, I cannot find the synch cable and AC charger.
If I send the old one back without a charger and cable will I get "charged"?
No, they only want you to send back the phone, you can keep the rest.........I talked to a couple of Dell reps about this. You don't even need to send the battery or the SD card if they sent you ones with the new phone.
digthemlows said:
No, they only want you to send back the phone, you can keep the rest.........I talked to a couple of Dell reps about this. You don't even need to send the battery or the SD card if they sent you ones with the new phone.
Click to expand...
Click to collapse
Damn, sweet deal.
The second rep I spoke with @ Dell was absolutely incredible. She was fantastic.
The First rep was horrible. Unhelpfull, nasty hillbilly twang and she kept tring to convince me that saving contact info to the SIM save address, birthdays, info, ect. . I tried to explain to her how data was kept on a SIM but I guess that was far above her paygrade...
NEways, thanks for the info dig-
Did you get a return shipping label? I got a replacement streak a while ago, but there was no return shipping label. I've still got my old one. I had emailed dell, but they never replied.
I am too hoping to get my replacement Streak in next week.
Is it required to return the old streak to dell at all, do they charge if I won't.
Mine screen broken such that I cannot even hard reset it before sending it back to Dell.
Dell has sent me a full retail replacement as well... and without a return shipping label!! Had the replacement for nearly a month now (untouched) and heard nothing from dell yet. Is it safe to say tht I am now the owner of two fully functional streaks? (o:
Sent from my Dell Streak using XDA App
troybklyn said:
Dell has sent me a full retail replacement as well... and without a return shipping label!! Had the replacement for nearly a month now (untouched) and heard nothing from dell yet. Is it safe to say tht I am now the owner of two fully functional streaks? (o:
Sent from my Dell Streak using XDA App
Click to expand...
Click to collapse
I need to call a get my free Streak then.
I just got my second replacement and its been dropped all over earth. I send a cratchless one in and got one that doesnt say fully chraged, so they just sent me another and its a peice of **** ........... im calling for a third son of a ............... ugh im pissed
Not free Streak
CyberGhos said:
I need to call a get my free Streak then.
Click to expand...
Click to collapse
Just got my replacement Streak today, no return label, but I can't say it is free, the replacement order status is still in processing, will check on Monday if it changes. If it goes to complete/delivered I will get charged for $250
Dell will send the return label by mail - I received mine yesterday! )0:
Sent from my Dell Streak using XDA App
I am hoping one of you guys might have an address for Dell's customer service for the UK. My Streak has been away for over a month and it looks like UPS might have lost it but I am having no luck with the phone lines- it seems there is only one person who can chase the tracking details(!) and he is off for a week...
I have looked all over the Dell UK site and cannot find an actual email address for support only forms to submit.
Anyone have a similar story or any idea how long Dell give themselves to repair a unit - for instance if this was a PC purchased from my company we would have replaced it by now!
I'm not sure if they sent it to Dell (I'm pretty sure they did) but both times I sent my Streak in for repair through Best Buy it took at least a month. I think it takes Dell a long time to get the parts for repair. Not sure why, though.
Sent from my Dell Streak using XDA Premium App
Yep I don't mind if it takes a while to repair normally, what worries me in this case is they don't know where it is!
I think I've been driving everyone crazy with my questions about concerning my streaks restart loop.
I have tried everything I can think of to fix it and it's not working so I'm thinking maybe I should call in the warranty.
I of course have rooted my streak as I upgraded it to 2.1 then 2.2 then 2.2.2 then streakdroid then gingerstreak then back to 2.2. Does that mean I can't use the warranty?
I did purchase a squaretrade warranty as well and that's an option. I think they have a 50 dollar deductible though.
What says the mighty XDA community?
You have posted before you can get very small periods of normal operation. Try getting it back to stock (for AT&T either 340 or 353), if you get there turn it off, call Dell technical support and walk them through your issues. Most likely will get a refurb unit. Was pretty painless for me, 20 - 30 minutes talking to them and two days later FEDEX is dropping off refurb unit. I have one already due to power switch and wife because 30 pin went bad, and from looks of it going to call them again about the wife's. Anyway point being, get to official stock and RMA your Streak. Good Luck.
PS. Don't do your co-pay unless you really have too, Dell will replace free of charge as long as you are under warranty.
vanemburghj said:
You have posted before you can get very small periods of normal operation. Try getting it back to stock (for AT&T either 340 or 353), if you get there turn it off, call Dell technical support and walk them through your issues.
Click to expand...
Click to collapse
I think I have it back to stock, but I recall tethering and wifi hotspot being in the build which means it couldn't be stock, right??
Good question am on 1.9.1, won't be home to later to look at wife's stock ROM to answer. Hopefully another user can answer shortly, if not I will make point to answer.
I agree with vanemburghj. Call dell and troubleshoot for a bit, then they will send you a replacement. I bought mine off craigslist in November and it had an overheating problem. Dell replaced it with a NEW unit and my name was not even in there system. I have always had great service from Dell.
Peeps99 said:
I agree with vanemburghj. Call dell and troubleshoot for a bit, then they will send you a replacement. I bought mine off craigslist in November and it had an overheating problem. Dell replaced it with a NEW unit and my name was not even in there system. I have always had great service from Dell.
Click to expand...
Click to collapse
I have always been happy with Dell. I deal with them a lot at work. The Streak support seems to be spotty, but you also have to know how to talk with Dell support.
How did your overheating problem manifest itself?
htcjikelly said:
I have always been happy with Dell. I deal with them a lot at work. The Streak support seems to be spotty, but you also have to know how to talk with Dell support.
How did your overheating problem manifest itself?
Click to expand...
Click to collapse
It started when I took my phone fishing and it was in direct sunlight for a few hours at 90 degrees. It restarted then kept boot looping. That is the only thing I can think of.
Peeps99 said:
It started when I took my phone fishing and it was in direct sunlight for a few hours at 90 degrees. It restarted then kept boot looping. That is the only thing I can think of.
Click to expand...
Click to collapse
Hrm, mine got really hot one day sitting in the sunlight out by the pool. I wonder if that's what has happened to my streak.
Dell handled mine perfectly. All they care about is your Service Tag # and IMEI# if those don't turn up stolen or with any other issues you're golden. Oh and the manufactured date which goes by your IMEI.
htcjikelly said:
I think I have it back to stock, but I recall tethering and wifi hotspot being in the build which means it couldn't be stock, right??
Click to expand...
Click to collapse
No tethering or hotspot on wife's 353 baseband, if you RMA make sure you get it back to stock.
Dell is sending me a replacement Streak!!!
That is good news, 3 times I have dealt with Dell for replacement unit, have been painless. Only issue was returned one for problems with 30 pin connector on phone, just to receive replacement with same issue.
When should you receive your replacement?
vanemburghj said:
That is good news, 3 times I have dealt with Dell for replacement unit, have been painless. Only issue was returned one for problems with 30 pin connector on phone, just to receive replacement with same issue.
When should you receive your replacement?
Click to expand...
Click to collapse
I got the replacement yesterday and just preped the old one for return to Dell thanks to your post on the QDL tool.
I thought I had a problem getting into recovery until I realized I just needed to be pressing the volume up and down buttons.
I put the streak on 340 for the return.
Glad to hear it worked out for you, sure Dell has their issues but every RMA I did went off without a hitch.
I discovered last night that the referb unit has the exact same SIM card in restart loop problem.
I called Dell and the rep wanted to just send me a new Streak but they show as unavailible. So she said they could send another refurb. I'm going to ask if I can wait for a new one.
does anyone know if Dell charge for diagnostics, if they find the problem is not a defect? thanks.
Today the digitizer on my phone went out. The glass is fine, no cracks or anything, but the screen is black and white tie dyed looking. So it's hard to go from streakdroid 1.9 to stock when you can't see what you are doing! Will Dell replace with streakdroid on it?
Excellent. That means there will be one more in the refurb pile for someone else to purchase. The refurbs are becoming plentiful and at great prices.
htcjikelly said:
Dell is sending me a replacement Streak!!!
Click to expand...
Click to collapse
when they sent you the replacement phone, did they include the battery cover as well?
thanks
Guys,
I am not sure if this is good or bad news for me. I talked to Dell rep and said my screen was cracked when i got out of my car with tight jeans on and the phone in the pocket (but i actually dropped it from a foot high) i finally convinced him it is not physical damage.
So he is sending in a replacement on ONE CONDITION: If they find my phone physical damage, then the dell collection guys are going to call me and charge me 250 USD for replacement.
So my Question is:
1) I haven't gave them any credit card info. So how could they charge me as they have my broken phone with them and the replacement with me?
2) I brought it from Dell.com in APril so could they charge my credit card without my authorization for that price if i hesitate to pay?
They asked me to ship the old one back in 2 weeks, so if i delay by 4 weeks, are they going to charge me even if i have a excuse??
They approved my Streak Guys, but i dint want them to ship the replacement yet until i call them back for it. I am out of town so just wanted some bad help from the great GURU's here on XDA..
Any help greatly appreciated..
Thanks,
Raj
They have your credit card information from when you originally purchased the Streak. They will use that to bill you for the replacement Streak if they find physical damage. If you don't send the old Streak back in the time frame they specify, they will bill you for the replacement Streak.
Strephon Alkhalikoi said:
They have your credit card information from when you originally purchased the Streak. They will use that to bill you for the replacement Streak if they find physical damage. If you don't send the old Streak back in the time frame they specify, they will bill you for the replacement Streak.
Click to expand...
Click to collapse
Ok, my streak 5 earpiece is also not working i cant hear anyone unless i am on a speakerphone or headphones. So with this, don't i hold enough water to fight it with my Amex card if they bill it unauthorized?
just looking at all the options and the worst case senario
Thanks,
Raj
You can fight it, but if Dell determines that there is physical damage, you will lose. In agreeing to the exchange, you agreed to Dell's terms and conditions for the exchange. All Dell has to do is send their information to AMEX if you file a chargeback and AMEX will side with them.
Dell's TOS overrides AMEX's TOS.
I broke my Streak 5 yesterday also
In my jeans pocket and I bumped into a table. Simple as that. First phone I have ever broken. Didn't crack the glass, just the LCD underneath.
I want a dual core phone, but the Note isn't out yet, the Prime is really too small for my tastes, the SII doesn't excite me... I don't know. I bought an LCD assembly online and going to try to replace myself. I have replaced several iPhone and HTC screens for clients, so shouldn't be a problem (I hope).
Of course after reading this post, I might want to call Dell mobility and see if they will just send me another.
It doesn't seem like they could tell if there was physical damage unless there is a built in shock sensor or something (I have heard that Apple is planning on putting one in iPhones soon), or if your little fall dented or dinged it. Even then, scuffs could be normal wear and tear I would think...
Sent from my Dell Streak using Tapatalk
I did end up calling Dell Mobility and they said the same. They will advance replace my Streak and only charge if they determine it is due to user abuse. I figure at that point I would have to either dispute it or ask for my broken Streak back and replace the screen myself.
If I have to give Dell another $250 for my Streak, I would want something for it, not a freaking refurb.
I've been dealing with Dell the last couple of days to get mine replaced, and had no problems, except they still show "Best Buy" as the official owner of my phone. Apparently there is a separate department that transfers ownership that is closed, and they keep telling me to call back tomorrow, which I do, only to find out that they are still closed...
The call center appears to be in India, and there are apparently some major holidays going on. I can live with that...
Sent from my Dell Streak using Tapatalk
Hey, which rom are you guys gonna flash back to before you send it back?
Sent from my Dell Streak using Tapatalk
They both should go back to carrier-branded stock ROMs. How current that ROM is should make no difference.
I think I'm gonna put 1.6 on it, just to play with it.
Sent from my Dell Streak using Tapatalk
My exchange went through, they are sending my new Streak. I just flashed the 353 rom for AT&T. No root, no nothing. No fun!
Sent from my Dell Streak using Tapatalk
prudviraj said:
Guys,
I am not sure if this is good or bad news for me. I talked to Dell rep and said my screen was cracked when i got out of my car with tight jeans on and the phone in the pocket (but i actually dropped it from a foot high) i finally convinced him it is not physical damage.
So he is sending in a replacement on ONE CONDITION: If they find my phone physical damage, then the dell collection guys are going to call me and charge me 250 USD for replacement.
So my Question is:
1) I haven't gave them any credit card info. So how could they charge me as they have my broken phone with them and the replacement with me?
2) I brought it from Dell.com in APril so could they charge my credit card without my authorization for that price if i hesitate to pay?
They asked me to ship the old one back in 2 weeks, so if i delay by 4 weeks, are they going to charge me even if i have a excuse??
They approved my Streak Guys, but i dint want them to ship the replacement yet until i call them back for it. I am out of town so just wanted some bad help from the great GURU's here on XDA..
Any help greatly appreciated..
Thanks,
Raj
Click to expand...
Click to collapse
when you get the refurb take the broken screen off your phone put it on the refurb and send that back and keep the good screen on your phone.
Just call your credit card company and tell them you lost your card and would like it cancelled and a new one issued. If you're not poor, you have more than one way to access your money, and can live without a card for a week or two.
If anyone intends to RMA his/her Axon 7 for repair under the warranty, my experience may be of some benefit. I emailed the text below to [email protected] (chat client gave me this email) and also a copy to [email protected] today. The events are self explanatory. So before you ship your phone, check if the Repair Center has the "parts" (apparently what they mean by parts is "replacement phones"). As you can see from my email, I am sitting without a phone and neither I nor ZTE have any idea when, or for that matter if, I will ever get it back. I will report any progress when it happens.
Email Text:
"I purchased my Axon 7 64GB Ion Gold approximately 5 months ago in the USA. On May 17, 2017, the phone will not power up. So the next day, May 18, 2017 I obtained from ZTE USA an RMA and shipped the phone to the Repair Center. The Repair Center received the phone on May 24, 2017. The RMA stipulated that the phone will be repaired and shipped back to me within 10 days from the day ZTE receives it (Please see copies of the RMA and Status documents attached). Two weeks passed and I received nothing from ZTE and whenever I check the RMA Status, it is stuck on “Received” and “Estimated Shipping: 3.5 Days”. So on June 6, 2017, I contacted ZTE and chatted with James. The excuse he gave me was that the Repair Center is waiting for parts for the Gold Axon 7, but they do not know when the parts will arrive. He offered to send me immediately a Quartz Gray one until the Gold arrives, I agreed. Two days later, I heard nothing from ZTE and when I checked the Status, it had not changed, no shipping information or notification. So I contacted ZTE again and chatted with Justin. He told me that they do not have any parts and cannot ship me any phone. He could not answer why James said he is shipping the Quartz two days ago and told me again that he has no idea when the parts will arrive. So I telephoned ZTE Customer Service and talked to a supervisor. He repeated the same story and had no idea when I will get my phone back.
I love the Axon 7, it is great phone. As a matter of fact, I gave up my iPhone 7 Plus and switched to ZTE. But the experience I am suffering from is absolutely astounding and has left a very bitter taste in my mouth. I trusted you and depended on you when you promised in writing that you will complete the repair and return the phone in 10 days. But here I am stuck without a phone and your USA people cannot give me a date and have no information or a clue as to when to expect my Axon 7 back. This is totally unacceptable! I expect ZTE to act immediately to resolve this situation as any respectable company would do."
Hola
Bloody horrendous situation to be in. It is however the potential that we can face when dealing with lower cost phones especially from Asian OEM's. I have read similar horror stories when dealing with even Samsung and LG, even though they're phones are premium priced.
Undoubtedly only Apple and Google (i.e. phones bought directly from the Google online store), provide top-tier support!
I also would encourage you to create a new thread in the ZTE community forums, assuming you have not done so as yet.
Google with their top tier support... Like with the nexus 6p and it's 1 year obsolescence via irreversible broken update? ?
QAM said:
Hola
Bloody horrendous situation to be in. It is however the potential that we can face when dealing with lower cost phones especially from Asian OEM's. I have read similar horror stories when dealing with even Samsung and LG, even though they're phones are premium priced.
Undoubtedly only Apple and Google (i.e. phones bought directly from the Google online store), provide top-tier support!
I also would encourage you to create a new thread in the ZTE community forums, assuming you have not done so as yet.
Click to expand...
Click to collapse
I just did, thank you for reminding me. Apparently, many others are suffering from same problem with ZTE!
My recent RMA experience (advanced exchange)
I called on Tuesday, May 30th and requested an advanced exchange. On Friday, June 2nd a new (refurbished actually) phone arrived in good working order and perfect physical condition. I dropped my old phone off at FedEx on Sunday, June 4th and it was received yesterday, June 8th. It states "received" on the RMA tracker as I'm curious if they see the issue (https://youtu.be/73hBxUZi1Pc). You're not the first person to state no stock (ZTE forums have a few complaints lately) and I guess I got lucky?
Im waiting since 29.05.2017 for repair/replacement. They got no parts and im waiting and waiting.
My phone was stuck in DFU mode on first day :/
Also problems here in germany
QAM said:
Hola
Bloody horrendous situation to be in. It is however the potential that we can face when dealing with lower cost phones especially from Asian OEM's. I have read similar horror stories when dealing with even Samsung and LG, even though they're phones are premium priced.
Undoubtedly only Apple and Google (i.e. phones bought directly from the Google online store), provide top-tier support!
I also would encourage you to create a new thread in the ZTE community forums, assuming you have not done so as yet.
Click to expand...
Click to collapse
Although it's not an OEM nor a phone manufacturer, Amazon's support and service is the most reliable I have ever experienced in my life.
Gesendet von meinem SGP611 mit Tapatalk
ChiDi9901 said:
Although it's not an OEM nor a phone manufacturer, Amazon's support and service is the most reliable I have ever experienced in my life.
Gesendet von meinem SGP611 mit Tapatalk
Click to expand...
Click to collapse
Amazon's services are certainly great. However, the 2 year warranty on the ZTE Axon 7 is a manufacturer's warranty and not Amazon's. At the end of the day, the RMA is sent to ZTE, and so we are back to square one. ZTE must get its act together soon if they want to keep their current customers and gain new ones. Now, I am thinking seriously of selling my Axon 7 and going somewhere else "IF" I ever get my phone back!
Spillunke said:
Im waiting since 29.05.2017 for repair/replacement. They got no parts and im waiting and waiting.
My phone was stuck in DFU mode on first day :/
Also problems here in germany
Click to expand...
Click to collapse
Sorry bud but there is no such thing as dfu mode for non iOS devices.
Edit: nopidy nope I'm wrong
Android4thewin said:
Sorry bud but there is no such thing as dfu mode for non iOS devices.
Click to expand...
Click to collapse
There is Just google "Axon 7 dfu mode"
Have fun.
Android4thewin said:
Sorry bud but there is no such thing as dfu mode for non iOS devices.
Click to expand...
Click to collapse
AHHAHHAAHHAHA Please at least use Google before posting crap...
"4th category brick repair guide" is there for a reason. The mode is literally called like that
Choose an username... said:
AHHAHHAAHHAHA Please at least use Google before posting crap...
"4th category brick repair guide" is there for a reason. The mode is literally called like that
Click to expand...
Click to collapse
Never mind learn a new thing everyday
---------- Post added at 03:46 PM ---------- Previous post was at 03:41 PM ----------
Spillunke said:
There is Just google "Axon 7 dfu mode"
Have fun.
Click to expand...
Click to collapse
Thanks never knew makes sense now
Im waiting since 22.05.2017 for repair/replacement. They got no parts and im waiting and waiting
First day it starts 1 time, update the Phone via OTA, result it never starts anytime more...
My first and last ZTE Phone, fantastic Hardware but very bad service.
With my Xiaomi Phone s never have problems...they work & work....
Thomas from Germany
redmkiv said:
Im waiting since 22.05.2017 for repair/replacement. They got no parts and im waiting and waiting
First day it starts 1 time, update the Phone via OTA, result it never starts anytime more...
My first and last ZTE Phone, fantastic Hardware but very bad service.
With my Xiaomi Phone s never have problems...they work & work....
Thomas from Germany
Click to expand...
Click to collapse
ZTE states on Monday that they received shipment this week and has started shipping replacements. One person posted yesterday on ZTE Community Forum that he received his. Like you, I have been waiting since May 24 and have been checking with them every other day, no luck yet and they can't tell me if they will ship mine this week or not, so I keep hoping. There has been numerous complaints on the official ZTE Community Forum relative to ZTE's failure to repair/replace defective Axon 7 phones. Customers are very angry and pissed off.
But more importantly, today I found out that ZTE shut down it's Community Forum "site undergoing maintenance". Hopefully this is not an attempt to shut us up! As far as I know, this is still the USA!
So I've initiated 4 "advanced repairs" for my Axon 7. The 5th device I got sent to replace my failing 4th Axon 7 came and worked for like 20 minutes then powered off and will only go to DFU mode. This is a USA model too. After talking with ZTE they said they were going to escalate my issue to the escalation team because of how many duds I've gotten. The escalation team called the next day and hung up right after answering so I had to contact them again. Gotta send the failing device back first then do another advanced exchange. I love this phone but man the bull**** I've had to put up with it...
Experiencing same problem
I've been having the exact same problem as several others have mentioned in this thread. ZTE keeps telling me that they are out of parts and that they'll "hopefully" be here by the end of the week. They've been telling me this for 2 weeks and it has left me feeling very bitter about the company. I need a replacement phone and probably will not buy this again, despite the fact that I really loved the phone.
runderekrun said:
So I've initiated 4 "advanced repairs" for my Axon 7. The 5th device I got sent to replace my failing 4th Axon 7 came and worked for like 20 minutes then powered off and will only go to DFU mode. This is a USA model too. After talking with ZTE they said they were going to escalate my issue to the escalation team because of how many duds I've gotten. The escalation team called the next day and hung up right after answering so I had to contact them again. Gotta send the failing device back first then do another advanced exchange. I love this phone but man the bull**** I've had to put up with it...
Click to expand...
Click to collapse
ZTE Community Forum is back online again, a very good sign. But as of today, still no RMA replacement phones!
@TheBoozer
Thanks for your Info, my journey with ZTE is ending, if the Axon7 come s from repair i sell it.
I have 2 Xiaomi Phones for backup and i orderd the new Mi Max 2 for playing/flashing...
Hopefully you get your Phone fast....
Thomas
redmkiv said:
@TheBoozer
Thanks for your Info, my journey with ZTE is ending, if the Axon7 come s from repair i sell it.
I have 2 Xiaomi Phones for backup and i orderd the new Mi Max 2 for playing/flashing...
Hopefully you get your Phone fast....
Thomas
Click to expand...
Click to collapse
I feel exactly the same as you. If and when I get mine back and assuming the replacement is in good condition and functioning properly, I intend to sell it. I have been looking at the Galaxy S8+ and the Pixel XL. Luckily, I did not sell my iPhone 6S+ when I got the Axon 7.
ZTE-USA's headquarters is in Texas and they have satellite offices in a number of States. I tried calling the corporate office in Texas (972-671-8885) and got a message box but when I tried leaving a message, the box is full! I tried faxing them a letter (971-671-8333) but their fax machine does not pick up. The same thing happens with the satellite office. Something doesn't smell right! Anyhow, I will give them another week, if I don't get my phone back, I will mail a certified registered letter to their CEO (a Mr. Lixin Cheng) and see If I get any response (the letter is already composed and ready to mail).
What a shame and waste of time!
Axon 7 Warranty Repair Experience
Hello everyone!
I wanted to share my bad experience with Axon 7 warranty repair.
It's not a post to hate on them, the point is I would like to show you what can happen if your device breaks without any reason and you have to use the well advertised Axon Passport 2.0.
First of all, I have bought 2 of the Axon 7 phones on September 13 2016. I was using one of them on the daily basis.
Around two months ago I was using the Axon 7 as usual, but around 50% battery life my phone got real hot and it shut itself down. After that it cooled itself down so I was fairly safe that this was just the overheating issue. Maybe I have left the screen on or something - not a big deal.
Problem escalated when I came back home, tried to charge the phone and turn it back on. It did not. I tried all the different methods I have found online, tried to get into the bootloader etc. The thing that concerned me the most is that the red notification light was not light when it was plugged in.
At this point I should add that the device has not been unlocked or rooted or anything. Used stock, didn't even use any app that would optimize battery life.
I have reached out to the ZTE Support to get my device shipped to them and repaired. According to their repair status website it has arrived to the repair facility on 05/17/2017. The website also said that there are estimated 5 days until the device will be sent back.
Happy with the quick repair status I was waiting. And waiting. For more than 2 weeks.
Then I have reached out to the ZTE Support again. It was on Friday, June 2nd. I was chatting with a nice guy, he told me he is going to escalate the problem and reach out to the repair facility to get to know what's going on with the device. We agreed that he'll send me an email with the update. Haven't got one since.
Then I tried calling the ZTE Support. One week later, just to give them enough time to get to know what's wrong with the phone. This time I was talking to a very nice guy, Andrew. He actually found out that there is some kind of shortage on parts for Axon 7 and the repair parts should arrive next week. He told me he's gonna contact the repair facility and email me back. No emails from him since.
Continuing with the one week waiting time (I think it's more then enough for anyone to contact the repair facility and send any feedback back to me). I have called on the next Friday, June 16. I was talking to a lady that could not do anything, but tell me that she is gonna escalate the problem and reach out to the repair facility. Do you see the pattern?
She was even rude. I tried to tell her that I have a case number for this problem, because Andrew gave it to me one week ago. She did not want to listen, but she repeated whatever she was saying.
I told her that I'm done with all of this. I want to have a phone. It can be my repaired Axon 7, it can be a new Axon 7. It can be money back so I go and buy something else.
She told me to give her 48 hours, including weekend to escalate the problem and they will reach out to me. If not, I was told to call them AGAIN.
So I did. Few minutes ago. They still only know that there was shortage on parts. The lady I was speaking with today told me the parts are gonna arrive later today or tomorrow. And they will start shipping it immediately, but she has no idea which phones will be repaired and shipped first.
I escalated one thing. I could wait for the repair, but until June 29th. Then I'm flying to Europe, and I'll be staying there for a while. I told ZTE that I'm fine with them shipping the device to Europe if they can't make it on time. I feel like I'm not expecting much.
The problem is, lady I was speaking today told me they can not ship to Europe. So if they can't make it on time, I'll have my phone in the US, while I'll be in Europe.
She told me I can't have money back. She told me they can't send me a new device.
Do I believe them, that they will have new parts for Axon 7 today or tomorrow? Do I believe that they will send it to me before I leave? No, not really.
It's even more sad because I really like the phone. I do not want to change it. But at this point I must say I am exceptionally dissatisfied with ZTE.