dylanp
Well-Known Member
If anyone plans to or is even thinking about shipping there Warp to ZTE for repair/replacement. I wanted to give you my experience and hopefully it may help avoid the problems I am currently experiencing.
I've mentioned on a few other threads that I was shipping my phone back to ZTE (the phones go to a company named Cynergy/Hitech, in Fort Worth, TX). I also gave my experiences with the customer service that I had expereinced in dealing with ZTE...
I spoke too soon but I can't completely blame what's happening to me on them but also fedex. So I get a fedex label on May 3, I work an hour away from home in the mountains and barely get reception at work, so there was no way I was going to be without a phone. Bought a used prevail (gave my old one to my mom not even two months ago) so I could activate it and have some sort of phone in the meantime. Here is where things went awry...the shipping label came on May 3, in the email that had the shipping label link, at the bottom the instructions were to take the packaged phone to a fedex office OR fedex drop box location...even linked the link to the fedex site. So I got the prevail, activated it and dropped my phone in a fedex drop box on the way to work on may 10. On may 11, I contacted ZTE via email again and asked for a tracking number, how long it would take to get back to me, and the fact that I had dropped the phone in the box a week after the label was sent and was that a problem. I was told no, no problem, that the phone was WITH fedex and I was given a tracking number and told 10 to 12 business days. I didnt check the trackign number that day because I figured that they had just picked it up, it may not be any info listed just yet. On may 15th, because I am obsessive and now hate the prevail and remembered why I got rid of it after using it for a few days, contacted ZTE by email to ask for a status because the tracking numner didnt work. This time, i was told that MY PHONE HAD BEEN RECEIVED, THE TECHNICAL SUPPORT ENGINEER HAD ALREADY TESTED THE PHONE AND IT SHOULD BE SHIPPED OUT TO ME IN 2 TO 3 DAYS AND TO BE PATIENT, AND BEST REGARDS.
So on may 21 I decided to try and track using the number and nothing came up other than the original info where they had created a shipping label, so I email them again, it was almost a week since the last communication and told them that I wasnt able to track the phone, thought it would be back by now and what was the status????
Here is where things go wrong: Several emails that night between ZTE and I got really heated...thats putting it lightly. I was trying to understand why they would tell me my phone never arrived....hmm wait a sec, what do you mean? what are you telling me? LIVID...LIVID is all I felt, so I reference the othe two emails received and still nothing...it was late by this time and I could have punched through a wall (i'm a lady so that's not even part of my character) but I hate to feel like I'm being dismissed by anyone or anybody especially when I'm giving you proof and you are choosing to ignore it. Next day, May 22, got in touch with fedex, told them what was going on, they could not track anything they saw what I saw....but as I told her the story of where I dropped it and when...I was immediately told that I should not have dropped a FEDEX GROUND package in one of their drop boxes......GGGGAAASSSSPPPP
What do you mean? I was given instructions and given an option to drop it or take it to an office, not told specifically take it to an office, or I would have, I did what was convienent and what I was told. She informed me that the regular drivers are not even able to scan the fedex ground slips and will USUALLY take them back to the closest station/office so it can be shipped the correct way. So I know this is long and I have probably lost you by now, but its now May 22 I dropped the phone in the box May 10. I asked the rep, if that was the case, the phone should have been scanned and made it to texas by now. She said it should have but who knows what happened, and she opened a case/claim. Told me that I would be contacted if they can find the package at the hub location but it may take a while......
Furious beyond belief I contact ZTE back, get hung up on twice and then finally get someone to escalate my problem to the "Concern Center" or something like that. Mu issues were that although I could not track it...how in the heck did two employess tell me that one the phone was with fedex and two that it was at the service centet, the tests had been ran and it was about to be shipped back out...no one could tell me. I finally got floor manager Jack on yesterday, he saw the noted on file but was unable to retrieve the emails that I had in my posession (i suspect because someone on that end had deleted them)...not an issue, I said where should I send them I have the emails right here...I forwarded the emails to the generic site but included in caps at the top that floor manager jack was awaiting the emails. This happened last night...Jack tells me to give him a few hours to research and pull the emails..I got an email from Jack that said he contacted fedex and they told him that I had called them on May 22 and that I had a claim in. I could not take anymore of this phone issue last night because I'm thinking claim, claim, what claim. I emailed jack back this morning and informed him that I had contacted fedex but I had not filed a claim, I am trying to find wth my phone is. So he emails back and tells me to get in touch with fedex..so I called them when I get to work and now I'm told that the timeframe has been too long and they(fedex) suggest filing a claim...BUT ZTE has to do it because they are listed as the shipper and it should only take a few days because "we" settle with them9ZTE) all the time. I said ok...I'm so over it by this time. I emailed ZTE, requested that they file a claim on my behalf with fedex because i could not. They emailed back and told me that they had done so...whether they did it or not I cant confirm...I will call fedex back when I get my mind together but I was thinking well how is that going to work?? if ZTE is filing a claim, then they will get the money for the claim...will they send me a warp once they receive the claim money, will they keep the money and pay me no nevermind....
So I;m still wondering where is this phone...confirmed with Boost that the phone had not been activated so I sat at my desk and thought and got madder by the minute because I'm thinking I'm going to never ssee that phone nor anything else from ZTE or fedex. I break done and contact asurion because I have the insurance plan to file a claim...DID NOT WANT TO DO THAT...for all that I have gone threw I should have dropped the phone in water and called asurion. I file a claim, to replace the Warp was a $65 deductible which I was surprised about but I had never filed a claim and I've had insurance the entire time but I had attempted to file a claim before and it was some astromical price at the time...it could have been who knows what then but this was early part of last year. So the claim goes through I pay the money and I am supposed to have a phone tomorrow..A few concerns with this..the deductible guarantees a phone, maybe a new one or refurbished one...that I dont like but they guarantee them at this point for a year since its coming from them so of course if something goes wrong send it to them...I still didnt care for that but I asked if they will inform me if the phone is refurbished or not and they told me yes, once the order is place and shipped they could tell me. Waiting on my tracking number
yet again, but thats only because I am getting the phone shipped to where I will be tomorrow because I am going out of town. I am sure I will get one within the next few hours so I am not worried about that...so all of this leads me to my few tips if you are thinking about sending your phone to ZTE.
1. Contact ZTE by email rather than phone for all communication, that way tou have it in print.
2. Although the email with the shipping label states that you can drop it in a drop box...fedex ground packages must be taken to a location and scanned directly...not sure if it is because its prepaid or not.
3. If you are really thinking about sending your phone back because its under warranty...if you have insurance, you are better off probably paying to get it replaced through them IF you are in a similiar predictament that I am in
4. If you don't have insurance...it was mentioned in another thread that boost was bringing it back, GET IT for the $5 if it doesnt break your pocket...because my phone is now somewhere in the blackhole of lost things...had I not have had the insurance I'd be paying the 180 to get a new warp because this prevail has to go and I am not interested in the EVO because I dont want my bill to go up and it will because of the 4G (looked back at that info yesterday). My bill would be $45 with insurance right now had I not have switched to the $60 blackberry plan two phones ago, but I pay $50 and in two months it will be down to $45 and drop from there
I hope something in this email helps someone because this week has been the worse in dealign with ZTE and FEDEX because I'm still wondering...wth is the phone...oh I forgot in the blackhole of lost things, doubt if I get it back or anything from ZTE *cant reactivate the phone anyway because its been flagged so I chalk it up to idiots on both ends and a lesson learned for me because I will probably never send another phone back although I've done it in the past successfully, with the samsung seek it just isnt worth it for me to be inconvienced...I will go through the insurance and if I have to physically break the phone to have things right with my conscience I would
I've mentioned on a few other threads that I was shipping my phone back to ZTE (the phones go to a company named Cynergy/Hitech, in Fort Worth, TX). I also gave my experiences with the customer service that I had expereinced in dealing with ZTE...
I spoke too soon but I can't completely blame what's happening to me on them but also fedex. So I get a fedex label on May 3, I work an hour away from home in the mountains and barely get reception at work, so there was no way I was going to be without a phone. Bought a used prevail (gave my old one to my mom not even two months ago) so I could activate it and have some sort of phone in the meantime. Here is where things went awry...the shipping label came on May 3, in the email that had the shipping label link, at the bottom the instructions were to take the packaged phone to a fedex office OR fedex drop box location...even linked the link to the fedex site. So I got the prevail, activated it and dropped my phone in a fedex drop box on the way to work on may 10. On may 11, I contacted ZTE via email again and asked for a tracking number, how long it would take to get back to me, and the fact that I had dropped the phone in the box a week after the label was sent and was that a problem. I was told no, no problem, that the phone was WITH fedex and I was given a tracking number and told 10 to 12 business days. I didnt check the trackign number that day because I figured that they had just picked it up, it may not be any info listed just yet. On may 15th, because I am obsessive and now hate the prevail and remembered why I got rid of it after using it for a few days, contacted ZTE by email to ask for a status because the tracking numner didnt work. This time, i was told that MY PHONE HAD BEEN RECEIVED, THE TECHNICAL SUPPORT ENGINEER HAD ALREADY TESTED THE PHONE AND IT SHOULD BE SHIPPED OUT TO ME IN 2 TO 3 DAYS AND TO BE PATIENT, AND BEST REGARDS.So on may 21 I decided to try and track using the number and nothing came up other than the original info where they had created a shipping label, so I email them again, it was almost a week since the last communication and told them that I wasnt able to track the phone, thought it would be back by now and what was the status????
Here is where things go wrong: Several emails that night between ZTE and I got really heated...thats putting it lightly. I was trying to understand why they would tell me my phone never arrived....hmm wait a sec, what do you mean? what are you telling me? LIVID...LIVID is all I felt, so I reference the othe two emails received and still nothing...it was late by this time and I could have punched through a wall (i'm a lady so that's not even part of my character) but I hate to feel like I'm being dismissed by anyone or anybody especially when I'm giving you proof and you are choosing to ignore it. Next day, May 22, got in touch with fedex, told them what was going on, they could not track anything they saw what I saw....but as I told her the story of where I dropped it and when...I was immediately told that I should not have dropped a FEDEX GROUND package in one of their drop boxes......GGGGAAASSSSPPPP
What do you mean? I was given instructions and given an option to drop it or take it to an office, not told specifically take it to an office, or I would have, I did what was convienent and what I was told. She informed me that the regular drivers are not even able to scan the fedex ground slips and will USUALLY take them back to the closest station/office so it can be shipped the correct way. So I know this is long and I have probably lost you by now, but its now May 22 I dropped the phone in the box May 10. I asked the rep, if that was the case, the phone should have been scanned and made it to texas by now. She said it should have but who knows what happened, and she opened a case/claim. Told me that I would be contacted if they can find the package at the hub location but it may take a while......
Furious beyond belief I contact ZTE back, get hung up on twice and then finally get someone to escalate my problem to the "Concern Center" or something like that. Mu issues were that although I could not track it...how in the heck did two employess tell me that one the phone was with fedex and two that it was at the service centet, the tests had been ran and it was about to be shipped back out...no one could tell me. I finally got floor manager Jack on yesterday, he saw the noted on file but was unable to retrieve the emails that I had in my posession (i suspect because someone on that end had deleted them)...not an issue, I said where should I send them I have the emails right here...I forwarded the emails to the generic site but included in caps at the top that floor manager jack was awaiting the emails. This happened last night...Jack tells me to give him a few hours to research and pull the emails..I got an email from Jack that said he contacted fedex and they told him that I had called them on May 22 and that I had a claim in. I could not take anymore of this phone issue last night because I'm thinking claim, claim, what claim. I emailed jack back this morning and informed him that I had contacted fedex but I had not filed a claim, I am trying to find wth my phone is. So he emails back and tells me to get in touch with fedex..so I called them when I get to work and now I'm told that the timeframe has been too long and they(fedex) suggest filing a claim...BUT ZTE has to do it because they are listed as the shipper and it should only take a few days because "we" settle with them9ZTE) all the time. I said ok...I'm so over it by this time. I emailed ZTE, requested that they file a claim on my behalf with fedex because i could not. They emailed back and told me that they had done so...whether they did it or not I cant confirm...I will call fedex back when I get my mind together but I was thinking well how is that going to work?? if ZTE is filing a claim, then they will get the money for the claim...will they send me a warp once they receive the claim money, will they keep the money and pay me no nevermind....
So I;m still wondering where is this phone...confirmed with Boost that the phone had not been activated so I sat at my desk and thought and got madder by the minute because I'm thinking I'm going to never ssee that phone nor anything else from ZTE or fedex. I break done and contact asurion because I have the insurance plan to file a claim...DID NOT WANT TO DO THAT...for all that I have gone threw I should have dropped the phone in water and called asurion. I file a claim, to replace the Warp was a $65 deductible which I was surprised about but I had never filed a claim and I've had insurance the entire time but I had attempted to file a claim before and it was some astromical price at the time...it could have been who knows what then but this was early part of last year. So the claim goes through I pay the money and I am supposed to have a phone tomorrow..A few concerns with this..the deductible guarantees a phone, maybe a new one or refurbished one...that I dont like but they guarantee them at this point for a year since its coming from them so of course if something goes wrong send it to them...I still didnt care for that but I asked if they will inform me if the phone is refurbished or not and they told me yes, once the order is place and shipped they could tell me. Waiting on my tracking number
yet again, but thats only because I am getting the phone shipped to where I will be tomorrow because I am going out of town. I am sure I will get one within the next few hours so I am not worried about that...so all of this leads me to my few tips if you are thinking about sending your phone to ZTE.1. Contact ZTE by email rather than phone for all communication, that way tou have it in print.
2. Although the email with the shipping label states that you can drop it in a drop box...fedex ground packages must be taken to a location and scanned directly...not sure if it is because its prepaid or not.
3. If you are really thinking about sending your phone back because its under warranty...if you have insurance, you are better off probably paying to get it replaced through them IF you are in a similiar predictament that I am in
4. If you don't have insurance...it was mentioned in another thread that boost was bringing it back, GET IT for the $5 if it doesnt break your pocket...because my phone is now somewhere in the blackhole of lost things...had I not have had the insurance I'd be paying the 180 to get a new warp because this prevail has to go and I am not interested in the EVO because I dont want my bill to go up and it will because of the 4G (looked back at that info yesterday). My bill would be $45 with insurance right now had I not have switched to the $60 blackberry plan two phones ago, but I pay $50 and in two months it will be down to $45 and drop from there
I hope something in this email helps someone because this week has been the worse in dealign with ZTE and FEDEX because I'm still wondering...wth is the phone...oh I forgot in the blackhole of lost things, doubt if I get it back or anything from ZTE *cant reactivate the phone anyway because its been flagged so I chalk it up to idiots on both ends and a lesson learned for me because I will probably never send another phone back although I've done it in the past successfully, with the samsung seek it just isnt worth it for me to be inconvienced...I will go through the insurance and if I have to physically break the phone to have things right with my conscience I would
itll be nice paying under 50 bucks again 
, I have not had any fc's or reboots yet but I am taking things slow, I changed the PRL last night and thats it...I want to see if I have any problems before going back to root...I am an appaholic so I have seriously decreased the amount of apps I install so that will help too I'm sure...just trying to really see how things go this round
and not left New York yet when it should be heading south west to Ft Worth Texas.
