Success returning the phone?

[Jaymil]

Well that sucks. Now you have a phone with no charger. Great work Essential.

No headphone dongle either! Also I can't even really get into setting it up since its still just a temporary phone that's going back....

 

[modifier]

I just received my warranty replacement from Assurion and the speaker grille is jacked up. They also told me to send in my charger/dongle/box with the phone and that I would receive replacements with the new phone but I did not.. Now I have to go through essential to have them try and ship me an actual retail replacement and ship this one with the jacked up speaker grille back to Assurion.

That sucks. I have a feeling Asurion is overflowing with unused boxes and accessories. Most of what they send out are handsets with no accessories.

I've emailed Essential twice to ask what needs to be included in my return since mine is one of the "jacked-up speaker grille" variety. If Asurion is simply going to throw my box and accessories on a shelf and only send my handset out to someone as a warranty replacement, the accessories might as well stay with me. Since Essential isn't selling spares yet, I figure it won't hurt to ask nicely — especially if/when I buy another PH-1. I'm waiting to ship my return until I get a definitive response.

I even tried to call Asurion direct to ask them. That was a bust. The number just rang.

 

[ChuckG73]

I submitted my request two days ago to return the defective phone for a refund with all of my information and again yesterday and have not heard a single word from Essential....Grrrrr

 

[aitt]

I submitted my request two days ago to return the defective phone for a refund with all of my information and again yesterday and have not heard a single word from Essential....Grrrrr

Welcome to Essential...

 

[modifier]

It's still sleepy time in California. I'm still waiting for a reply to two emails I sent them yesterday. I get the feeling they only have a few people on staff reading email. See my post above for the math.

I shipped mine back to them this morning. FedEx was on my way and I didn't want to make another trip. Next step is seeing how long it takes for a credit.

 

[aitt]

It's still sleepy time in California. I'm still waiting for a reply to two emails I sent them yesterday. I get the feeling they only have a few people on staff reading email. See my post above for the math.

I shipped mine back to them this morning. FedEx was on my way and I didn't want to make another trip. Next step is seeing how long it takes for a credit.

I gotten quicker responses reopening resolved tickets on their website. I had two of them open and marked solved. The last one they responded that they acknowledge my Fed Ex Return and will refund when it sent back.

If you using Gmail, you should have the link to the view ticket. It might help but I had a response by end of day from them on there.

 

[modifier]

Thanks. I do have ticket links in my inbox but they don't work correctly. Looks like I need to set up a password. If I don't hear from them today then I'll dig into it further. So far I've had good luck with most responses in 24 hours or less.

 

[aitt]

Thanks. I do have ticket links in my inbox but they don't work correctly. Looks like I need to set up a password. If I don't hear from them today then I'll dig into it further. So far I've had good luck with most responses in 24 hours or less.

Good luck. I'm honestly glad I'm coming to closure with this company.

 

[modifier]

Good luck. I'm honestly glad I'm coming to closure with this company.

Thanks. Hopefully you get your return settled in short time.

More than likely the PH-1 will get another shot on my desk. But, it depends in large part on how well my return goes. Had it not been for the speaker grille issue I would have kept mine. It's just unfortunate we can't fast-forward the company about a year so their CS is in order and we see a PH-2 with OLED, no bottom bezel and (most) bugs fixed.

 

[aitt]

I just checked Fed Ex and it was delivered so I made sure to reopen my ticket so that they have to close it out again and see that it's been delivered.

 

[modifier]

If you using Gmail, you should have the link to the view ticket. It might help but I had a response by end of day from them on there.

I set up a password for the email I've been using and was able to access my ticket that way. Thanks again for the tip. Status is still marked as open. It's currently assigned to a different person than who replied the first time. That might explain why communication dropped off for a bit.

 

[aitt]

I just followed up that it was delivered and they already responded. It does work much faster since it's the actual Zendesk

 

[anon(4743061)]

Finally have my refund

 

[anon(1733)]

Finally have my refund

How long did it take to get a refund. I'm still waiting.

 

[modifier]

How long did it take to get a refund. I'm still waiting.

They told me it could take up to 10 business days. How long has it been for you?

 

[anon(1733)]

Since the 16th

 

[anon(1733)]

I filed a dispute with affirm so they finally canceled the loan for the phone. But still waiting for the refund for my camera

 

[modifier]

That puts them up until this Friday. Not sure why it has to take so long. Welcome to 2017, where CC processing still takes forever and a day. lol

 

[msp1518]

I was forced to do a chargeback long ago due to their not responding. They got the phone back from me (took hard work to get a label) and then said they go it. They said we were good.

Then they charged me AGAIN.

I called my CC earlier and they immediately did another chargeback.

Meanwhile I am reading their launch is officially a sales disaster. Thank God I am out.

 

[modifier]

Meanwhile I am reading their launch is officially a sales disaster.

Link to article?