ZTE Axon Passport 2.0 Service Policy: what experience did you make?

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Comments

  • betamalebetamale Posts: 43 ✭✭✭✭✭

    :s :( :/ :s :( :s :/
    So I guess I'll end up paying $80
    And that will be my "good bye" to ZTE

    But I'm sure they don't care.

  • betamalebetamale Posts: 43 ✭✭✭✭✭
    edited July 15, 2017 4:54PM

    I did pay :s

  • jimlloyd40jimlloyd40 Phoenix, AZ Posts: 14,129 ✭✭✭✭✭✭✭✭

    @betamale said:
    I did pay :s

    Well you did what you had to do.

  • betamalebetamale Posts: 43 ✭✭✭✭✭

    Another weird thing I think is that I never get any information about the status of my repair or payment or anything e.g. An email unless I ask for information...

    Maybe it's just me but I wanna know what's going on with my device.

    ????

  • jimlloyd40jimlloyd40 Phoenix, AZ Posts: 14,129 ✭✭✭✭✭✭✭✭

    @betamale said:
    Another weird thing I think is that I never get any information about the status of my repair or payment or anything e.g. An email unless I ask for information...

    Maybe it's just me but I wanna know what's going on with my device.

    ????

    Do you have a RMA number?

  • betamalebetamale Posts: 43 ✭✭✭✭✭
    edited July 16, 2017 3:00PM

    Do you have a RMA number?

    I sure do!

    But I never got a status update or confirmation that I paid...

  • jimlloyd40jimlloyd40 Phoenix, AZ Posts: 14,129 ✭✭✭✭✭✭✭✭

    @betamale said:

    Do you have a RMA number?

    I sure do!

    But I never got a status update or confirmation that I paid...

    You could use online chat or call 800-617-5065 for information. Just don't bother emailing.

  • betamalebetamale Posts: 43 ✭✭✭✭✭

    @jimlloyd40 said:

    @betamale said:

    Do you have a RMA number?

    I sure do!

    But I never got a status update or confirmation that I paid...

    You could use online chat or call 800-617-5065 for information. Just don't bother emailing.

    So it's my job as a customer to get status updates?

    ZTE does not provide any information without me initiating communication.

    Is that good customer service?

  • jimlloyd40jimlloyd40 Phoenix, AZ Posts: 14,129 ✭✭✭✭✭✭✭✭
    edited July 16, 2017 3:18PM

    @betamale said:

    @jimlloyd40 said:

    @betamale said:

    Do you have a RMA number?

    I sure do!

    But I never got a status update or confirmation that I paid...

    You could use online chat or call 800-617-5065 for information. Just don't bother emailing.

    So it's my job as a customer to get status updates?

    ZTE does not provide any information without me initiating communication.

    Is that good customer service?

    It's not your job but it's the fastest way to stay informed and pressure them to perform. Or you can just sit back and wait.

  • betamalebetamale Posts: 43 ✭✭✭✭✭

    It's not your job but it's the fastest way to stay informed and pressure them to perform. Or you can just sit back and wait.

    Again... BAD customer service!

    Right?

  • jimlloyd40jimlloyd40 Phoenix, AZ Posts: 14,129 ✭✭✭✭✭✭✭✭

    @betamale said:

    It's not your job but it's the fastest way to stay informed and pressure them to perform. Or you can just sit back and wait.

    Again... BAD customer service!

    Right?

    More like a poor communication system. I can understand why you would call it bad customer service but they are exchanging or fixing your phone so in that sense the customer service isn't bad per se but the communication certainly is.

  • betamalebetamale Posts: 43 ✭✭✭✭✭
    edited July 16, 2017 6:15PM

    Bad communication, and they claim my phone has a liquid damage by high humidity (in an A/Cd house), they, incl a supervisor, told me they would provide pictures of the damage -They never did! So I have to assume there never was a liquid damage and they just lie to customers to make money!!!

    ... I call that BAD service for the customer!

    You don't?

  • jimlloyd40jimlloyd40 Phoenix, AZ Posts: 14,129 ✭✭✭✭✭✭✭✭

    @betamale said:
    Bad communication, and they claim my phone has a liquid damage by high humidity (in an A/Cd house), they, incl a supervisor, told me they would provide pictures of the damage -They never did! So I have to assume there never was a liquid damage and they just lie to customers to make money!!!

    ... I call that BAD service for the customer!

    You don't?

    Sure it's bad service. Like I said before I don't believe for one second and that you had moisture damage. The only way that moisture from humidity could get in the phone would to be in a super humid area and then quickly cooling the phone. In theory that could cause moisture to condense on the inside of the phone causing damage. But we know that wasn't the case.

  • betamalebetamale Posts: 43 ✭✭✭✭✭

    I wonder how long it will take until I get my phone back...

  • jimlloyd40jimlloyd40 Phoenix, AZ Posts: 14,129 ✭✭✭✭✭✭✭✭

    @betamale said:
    I wonder how long it will take until I get my phone back...

    I'm not crazy enough to guess but will say that from everything that I'm reading it will be longer than you would like but I certainly hope it's fast.

  • betamalebetamale Posts: 43 ✭✭✭✭✭

    @jimlloyd40 said:

    @betamale said:
    I wonder how long it will take until I get my phone back...

    I'm not crazy enough to guess but will say that from everything that I'm reading it will be longer than you would like but I certainly hope it's fast.

    LOL

    they gonna let me hang out in the rain you think?

    ;)

  • jimlloyd40jimlloyd40 Phoenix, AZ Posts: 14,129 ✭✭✭✭✭✭✭✭

    @betamale said:

    @jimlloyd40 said:

    @betamale said:
    I wonder how long it will take until I get my phone back...

    I'm not crazy enough to guess but will say that from everything that I'm reading it will be longer than you would like but I certainly hope it's fast.

    LOL

    they gonna let me hang out in the rain you think?

    ;)

    Let's just say don't forget an umbrella. :D

  • betamalebetamale Posts: 43 ✭✭✭✭✭

    ok... another day, another chat with ZTE... ( I have the chat but I don't wanna post it in here right now)

    Apparently they have NOT DONE ANYTHING about processing my repair/exchange.
    Besides of course taking my MONEY!

    they said that they will contact me,
    I am waiting!

    My phone was delivered to ZTE on June 28th 2:18pm and today is July 17th!
    So 2 weeks and 4 days... and counting... and waiting!

  • jimlloyd40jimlloyd40 Phoenix, AZ Posts: 14,129 ✭✭✭✭✭✭✭✭

    @betamale said:
    ok... another day, another chat with ZTE... ( I have the chat but I don't wanna post it in here right now)

    Apparently they have NOT DONE ANYTHING about processing my repair/exchange.
    Besides of course taking my MONEY!

    they said that they will contact me,
    I am waiting!

    My phone was delivered to ZTE on June 28th 2:18pm and today is July 17th!
    So 2 weeks and 4 days... and counting... and waiting!

    Atrocious. Did they why they haven't done anything or when they would?

  • betamalebetamale Posts: 43 ✭✭✭✭✭

    Atrocious. Did they why they haven't done anything or when they would?

    of course they did NOT explain anything!

    [...]
    ZTE: The escalation team will be reaching out to you as soon as possible to discuss this.
    ME: ok. how will they reach out to me?
    ME: in what time frame?
    ZTE: As soon as they can.
    ZTE: Can you please verify a good contact number
    ME: ok. are we talking hours? days? weeks? month? years?
    ME: XXXXXXXXXXX
    ZTE: Thank you.
    ZTE: I have let them know of the phone number.
    [...]

  • jimlloyd40jimlloyd40 Phoenix, AZ Posts: 14,129 ✭✭✭✭✭✭✭✭

    @betamale said:

    Atrocious. Did they why they haven't done anything or when they would?

    of course they did NOT explain anything!

    [...]
    ZTE: The escalation team will be reaching out to you as soon as possible to discuss this.
    ME: ok. how will they reach out to me?
    ME: in what time frame?
    ZTE: As soon as they can.
    ZTE: Can you please verify a good contact number
    ME: ok. are we talking hours? days? weeks? month? years?
    ME: XXXXXXXXXXX
    ZTE: Thank you.
    ZTE: I have let them know of the phone number.
    [...]

    OH boy :s

  • betamalebetamale Posts: 43 ✭✭✭✭✭

    I'm soooooo bored without my phone! lol

    :)

  • hollaphollap Wisconsin USA Posts: 7,155 ✭✭✭✭✭✭✭✭

    It's funny how your chat window shows "ZTE" and "Me". And when I just chatted with them it shows my name and the person's first name and initial that I'm chatting with. Just for an update, I sent my Blade V8 pro in for repair on July 6th, and it shipped out to return to me today.

  • betamalebetamale Posts: 43 ✭✭✭✭✭

    @hollap said:
    It's funny how your chat window shows "ZTE" and "Me". And when I just chatted with them it shows my name and the person's first name and initial that I'm chatting with. Just for an update, I sent my Blade V8 pro in for repair on July 6th, and it shipped out to return to me today.

    well I didn't want the ZTE's guy's name and my name out there

  • betamalebetamale Posts: 43 ✭✭✭✭✭

    @hollap said:
    It's funny how your chat window shows "ZTE" and "Me". And when I just chatted with them it shows my name and the person's first name and initial that I'm chatting with. Just for an update, I sent my Blade V8 pro in for repair on July 6th, and it shipped out to return to me today.

    Lucky you!

  • hollaphollap Wisconsin USA Posts: 7,155 ✭✭✭✭✭✭✭✭

    @betamale said:

    @hollap said:
    It's funny how your chat window shows "ZTE" and "Me". And when I just chatted with them it shows my name and the person's first name and initial that I'm chatting with. Just for an update, I sent my Blade V8 pro in for repair on July 6th, and it shipped out to return to me today.

    well I didn't want the ZTE's guy's name and my name out there

    Oh, I understand :) Good luck on yours @betamale!

  • betamalebetamale Posts: 43 ✭✭✭✭✭
    edited July 17, 2017 2:16PM

    Thanks!

  • betamalebetamale Posts: 43 ✭✭✭✭✭

    I'm sure not everybody has a bad experience like I do! I'm pretty sure the majority of cases okay and I'm glad you @hollap have a good and fast processing of your repair.

    I would be more then happy to NOT be here in this forum and instead have a working phone to play around.

  • hollaphollap Wisconsin USA Posts: 7,155 ✭✭✭✭✭✭✭✭

    @betamale said:
    I'm sure not everybody has a bad experience like I do! I'm pretty sure the majority of cases okay and I'm glad you @hollap have a good and fast processing of your repair.

    I would be more then happy to NOT be here in this forum and instead have a working phone to play around.

    That's why us Community members try to help each other out as much as we can!

  • betamalebetamale Posts: 43 ✭✭✭✭✭

    OK! you give me hope!

    I will have a positive attitude and wait and see....

    THANK YOU VERY MUCH @hollap

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