ZTE Customer Service Fail
Having been a long time Customer of ZTE and a community member of their's as well as one of their product testers, i am completely appalled at the recent interaction I have been having with ZTE themselves. My old ZTE whirl lite i bought at fred mayers years ago finally died. I went to put it on the charger and it refused to charge. I figured what could it hurt let me contact ZTE themselves and ask them where i could get a replacement battery and if they thought it was the battery itself, instead ZTE took it upon themselves to turn around and tell me to go see my "Service provider for warranty"
"Dear valued ZTE customer
Thank you for contacting ZTE.
We apologize for the inconvenience caused to you.
It would be beneficial if some details are available:
* your first and last name.
*model number
* your device IMEI/ESN/MSN number.
* the place where you bought this device (country/city) & the purchase date;
* your service provider ( network operator);
*physical address
* your best call back number to reach you.
To ensure proper handling, please continue to use the current subject line & reply with previous emails.
Should there be any further assistance required, please do not hesitate to contact us.
Best Regards,"
Lets look at this from a Logical stand point:
I bought the phone myself not through a service provider which means it is MY phone and MY responsibility as i always have for years. I chose out of every single maker ZTE since they are NOT really well know. My comment is below as you can see i only want to know where i can buy a new battery or similar ZTE phone, I also used it to film for youtube, took pictures ect being without this phone was not only hurting me but hurting my followers and fans and friends!
"Comment: Old ZTE finally died on me without warning it was the ZTE Whirl lite, thinking the battery finally gave in, is there a place in (blocked out for security reasons my home state) that i can pick up a replacement battery for it or a similar ZTE phone? i need it for my reviews :("
My phone went with me everywhere and got tons of compliments at how reliable it was and how small, compact and light weight it was. How easy it was to use.
The day it stopped charging was the worst day of my life!
As everyone knows my phone was my life, i had it with me through everything from my move from NJ to Washington state and i proceeded to buy yet another ZTE phone (my first was a ZTE whirl, my second a ZTE whirl lite) shortly after my old one that was 7 years old still was working amazing! So why should i think that new 1 year old phone would die that easy?
In a panic i did the one thing i NEVER do and i contacted net10 for an emergency phone, low and behold another ZTE! Then of course I buy another today at best buy an android 7! meanwhile ZTE is arguing with me over my 1 year phone saying i should contact "Net10"
"Dear Valued ZTE Customer,
Thanks for contacting ZTE.
We request you to contact your service provider Tracfone.
The after sales issue is taken care by your service provider.
ZTE is assisting only for manufacturing the handset for them.
Should there be any further assistance required, please do not hesitate to contact us.
Best Regards "
LOOK I DON'T WANT A WARRANTY I WANT TO KNOW HOW MUCH A BATTERY IS. (not to mention my phone service provider is NET10 NOT tracfone, guess they don't know the difference!!!)Goodness! 2 days of this!!! So today i demanded (Thursday october 26th) That a ZTE rep contact me. Which got another reply from ZTE stating"
"Dear Valued ZTE Customer,
Thanks for contacting ZTE.
We kindly request you to please provide us the proof of purchase. in JPEG format (image)
To ensure proper handling, please continue to use the current subject line in your replies to emails.
Should you require any further assistance, please do not hesitate to contact us.
Best Regards !"
Dear valued ZTE Customer
Thanks for contacting us ,
We apologize for the inconvenience caused to you.
Concerned department ,would kindly request you to contact your service provider , in order to fix this phone.
Since the warranty services are covered by your service provider .
Should there be any further assistance required, please do not hesitate to contact us.
Best Regards
AT this point i am Done i have quit their testing and community and i have had it demanding i be contacted by phone!!!
"no its not i bought it separate i would be careful how you answer me i am on YOUR testing community as well as one of YOUR testers or at least i was i just QUIT"
"i want someone from ZTE to call me apparently you don't get it I DID NOT PURCHASE IT FROM MY SERVICE PROVIDER I PURCHASED IT FROM ZTE, I WAS ALSO BEFORE YOU GAVE THAT ONE OF YOUR TESTERS WHO QUIT. I WILL EXPECT A PHONE CALL TOMORROW AFTERNOON AT ***-***-****"
Their responses to me seem like they could care less now they want proof of me buying it:
Dear Valued ZTE Customer,
Thanks for contacting ZTE.
We kindly request you to please provide us the proof of purchase. in JPEG format (image)
To ensure proper handling, please continue to use the current subject line in your replies to emails.
Should you require any further assistance, please do not hesitate to contact us.
Best Regards !
I am done being nice to them since i already asked my question about the battery if THEY thought it was the issue, not about a warranty nothing and they keep just caring on like i am garbage and they are everything! My last response is below to them, and yes i will be adding in screen shots for you later but this is how ZTE treats their customers. Be warned to ZTE you are nothing as long as they get your money!
"no you will do as i ask before i blast every social media i own with how i feel about this convo and screen shots of it on how ZTE treats not only their community members but customers. like i said i will expect a call in the afternoon. course 150 thousand people world wide would love to hear how ZTE refuses to speak to a community member who was helping them test their products bought a product and is now telling them to go to a service provider. the headline "ZTE DROPS BALL ON CUSTOMER SERVICE WHEN IT COMES TO THEIR PHONES" has a nice ring to it don't you think?"
By the way I ALWAYS buy my phones outright not from a service provider, the emergency phone was the very first time i EVER did, I have more friendly service from Motorola than i do from ZTE so sad!
Have you had any issues with ZTE? Do you get treated this bad? if so leave your comments below let me know what happened to you, or why you passed up a ZTE phone
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