Thoughts on Screen issue & alleged horrible customer service :(
Initiating a return (sad face) due to the lack of confidence in how the screen fallout is being handled -_-
I take issue with the way TCL/RIM/BlackBerry/Whoever has chosen to handle the screen fall out issues - and I am seeing increased reports from devices falling out after the 30 day return period, forcing people to deal directly with TCL/RIM/BlackBerry?Whoever and depending on your region it seems to determine what type of customer service you receive.
I am more upset with the ambiguous responses and lack of clarity. Was this truly an oversight on a "small number" of units, because the way they have gone about addressing replacements is inconsistent. It appears that in fact the entire batch was plagued by this issue, and it just sounds better to say its effecting only a small number of users.
I am guessing the issue is potential for any device that doesn't have the "additional" adhesive, why? -well if it truly was just a small number then you should be able to indicate which batch/imei/serial #'s are affected (eliminate the guessing game,increase consumer confidence) and remedy them accordingly. But based solely on their responses, I am guessing that the entire batch was effected and/or they have no way of verifying/knowing which units are effected which is even worse and contradicts your public response to the matter.
I want them to be successful, and for the past few years it just seems to be mistake after mistake after mistake. Consumers need to have confidence - and the few reports I have read from a few users having return/replacement issues due to a well known issue is very disparaging and gives me great pause. If they truly knew the total number aka this "small batch" then their public response would have been way different - it seems the truth is, they don't have a way of knowing (which is a contradiction, you would have to know some identifying element to make such a claim) what units are affected, or it was all the units and the blow back would have been worse to say such - I don't want to find myself in a "warranty" issue, I don't want to send my phone in for "repairs" for weeks - I want a new one in 48-72hrs - I don't want my card charged to fix your error - this isn't a random haphazard warranty repair/exchange - but rather a known issue where those affected should have expedited service when claims are submitted - THAT is how you gain customer loyalty and trust. I loathe inconsistency and ambiguous information this is a business people! Get it together