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The launch and early customer support of the Google’s Nexus One phone, manufactured by HTC, has been a bit problematic. But let’s try some optimism! Maybe now that the early hype has died down and HTC has had some time to get used to the situation, warranty replacements will take place in a timely fashion! Or…well, as reader Michael writes, evidently not. Update:<\/strong> Thanks to this post, Michael’s new phone is on its way.<\/em><\/p>\n I got a Nexus One at launch, and my experience was great for the first On January 23, my touchscreen started having issues. When the phone So, on January 24, I called HTC for warranty support. I wasn’t on Since I need the phone for work, and couldn’t be without it for too One week goes by, and I hear nothing. The touchscreen gets gradually I emailed them again on January 31 (a Sunday), asking if I could get Wednesday morning, February 3, I call and ask what’s up. They say That brings us to today. I called at noon, asking where my tracking Rumor has it that Google is staffing up to provide support themselves<\/a>.
\ncouple of weeks. Google is great, and Android is fantastic, but my
\nexperience with HTC over the last two weeks has been among the worst
\ncustomer service I have ever received.<\/p>\n
\nwas on for more than a minute or so, it would register touches where
\nthey weren’t, even when I wasn’t touching it. If I tried to touch
\nbackspace, it would start typing spaces and Rs repeatedly, for
\ninstance. Sleeping the phone and waking it would fix it for a few
\nseconds, but then it would go right back. It didn’t matter how I held
\nit or how much pressure I applied. I did a factory reset, and that
\ndidn’t fix the problem; it took me quite a while to enter in my Google
\naccount information to resync it with the keyboard going haywire.<\/p>\n
\nhold for long at all, and the CSR seemed very helpful. My first
\nimpressions were very positive. I was theirs to lose. So they
\npromptly went about losing me.<\/p>\n
\nlong, I elected to get a new phone sent to me, and I’d send the old
\none back. This required a credit card from me, in case I didn’t send
\nin this nonworking one. Fine, no problem. I gave them my address and
\ncredit card information. The CSR told me that the new phone would
\nship two-day, within 48 hours, and I’d be given a tracking number as
\nsoon as it was sent out. No problem; I don’t need text messaging for
\nwork, and as long as I have that few-second window of touchscreen use,
\nI can make calls, so I’ll be all right for the next few days.<\/p>\n
\nworse, failing just about as soon as I can slide to unlock. I can
\nstill dial with the trackball, so it’s still useful as a phone, but
\nsince the Back button is part of the touchscreen, it can be almost
\nimpossible to even get out of menus. If I sleep it, then wake up and
\nquickly slide and press back, I can go back one screen… sometimes.<\/p>\n
\nmy tracking number. I get an email the next day (Feb. 1, Monday)
\nsaying that there’s something wrong, but the customer service
\ndepartment doesn’t know what, and I should call the RMA department to
\nfind out. I call them, and am told that the last four digits of my
\ncredit card number didn’t save in my file, so they need it again. Why
\nthey didn’t call me immediately to tell me this, I don’t know. I give
\nit. I then get a call at 5:40 (after close of business, of course)
\nsaying that it STILL didn’t save, and they need it again. I give it,
\nand ask when I’ll get my new phone. They say, once again, that it’ll
\ngo out soon, and I’ll get a tracking number as soon as it goes out.
\nFor some reason, I still believe them.<\/p>\n
\nthat my address didn’t save in their system, and they need it again.
\nI give it. They call back an hour later, saying that it STILL didn’t
\nsave, and they need it again. I give it. They say that it will
\ndefinitely go out that day, no problem, and I’ll have the phone by
\nFriday. I then called back towards the end of the day, with no
\ntracking number, and say that I need the replacement shipped
\novernight. My touchscreen is now all but useless; most of the time, I
\ncan’t even slide it to unlock. Tim, the escalation supervisor, says
\nthat if it didn’t go out that day, it would the next, and I would
\ndefinitely have a tracking number by noon the next day.<\/p>\n
\nnumber was. After waiting on hold for several minutes, I was told
\nthat Tim was “on it,” and it will go out “today or tomorrow,” two-day
\nshipped, so I should have it by Monday. I no longer believe them. My
\nphone does not work. I’m paying T-Mobile for service that I cannot
\nuse. I called in the problem a week and a half ago. I need this
\nphone for work, and I don’t have it. HTC doesn’t seem to care. They
\nalready have my money; why bother?<\/p>\n
\n If anyone is planning on getting a Nexus One, I highly – HIGHLY –
\nrecommend waiting for this. I’ve recommended the Nexus One to many of
\nmy friends, but now I’m going to ask those in the two-week window to
\nreturn them while they can. I hope Google goes with a better
\nmanufacturer for their next phone.<\/p><\/blockquote>\n