Some Nexus 6P's back camera glass spontaneously shattering?

Discussion in 'Nexus 6P by Huawei' started by Jonny Kansas, Nov 7, 2015.

  1. Jonny Kansas

    Jonny Kansas Administrator
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    UPDATE 1.0.1:
    Had to get a little heated with Huawei support. I received an email asking for proof of purchase. I checked out at gethuawei.com as a guest. Somehow, I accidentally deleted my invoice email. I had no proof of purchase available to me.

    I had contacted support after my order was complete because I signed up for an account after the fact and my order didn't show on my account, even though my information matched up. I asked them if there was any way they could tie that order to my account on their end and was told no.

    In my dealings with this crack on my back glass, they've looked up my order every time on the phone, no problem.

    This time, the guy put me on hold after I'd explained all of that and asked if there was any way I could get my proof of purchase, then told me they couldn't repair it without proof of purchase. I explained to him that I understand that and that's why I called, then asked was there any way I could obtain a copy of my proof of purchase (again)?

    He tries to tell me that I need to contact the Google Store. I repeated again that I purchased my phone direct from Huawei and I wasn't sure how Google was going to help me at all. He starts in on how my email address is a Google address. I say, "Yes. It's a gmail account, but I didn't purchase this device from Google. I purchased it directly from you at gethuawei.com. I have a hard time understanding how you can look up my order when I call, but can't fix my defective device without ME sending YOU proof of purchase, or how your repair department can't access my proof of purchase."

    We go back and forth for a bit (the wife shut the bedroom door to protect my stepson's little ears) until he finally understands wtf I'm saying and asks me to verify my billing address, which I do. Then, suddenly, he's found my order. Then he tells me he can give me my order number. I ask if that will help me to get proof of purchase. "Oh yes. You can go to our website and put your information in with the order number and see your order." I ask again, and that will suffice as proof of purchase with the repair department so I can get my phone fixed? He assures me that it will.

    Was that so hard!? That's all I was asking in the first place. I didn't have my proof of purchase and wanted him to explain to me how I could obtain it. That was my initial question after I explained to him my situation.

    I did apologize to him for getting worked up, but as I told him, this was not a cheap device and it's already broken due to no fault of mine after only a few months and I just want to get it fixed, but I don't have and can't get the information I need that they already have.

    I did not stay on the line to see if there was a survey this time like there was when I talked to the guy who verified my info and told me to expect a shipping label in my inbox in the next couple of days.

    Here's hoping that shipping label shows up so I don't have to call again. I've had great interactions with their support team through this process besides this call and before my order even shipped, so I'm not going to hold this against the company as a whole at this point.
     
  2. Jonny Kansas

    Jonny Kansas Administrator
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    UPDATE 2: Got my shipping label. My poor 6P is all packed up & ready to go to Texas.

    At least now I know it's not going all the way back overseas.

    Sent from a backup S3 :(
     
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  3. Mustang02

    Mustang02 Diamond Member

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    Maybe you'll get some BBQ coming back with it. Or it may meet a nic southern girl, decide to stay and have little nexiis. You can visit during the holidays.
     
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  4. Jonny Kansas

    Jonny Kansas Administrator
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    Well, I do go to Kansas for thanksgiving... Haha!

    But if that's the case, my wife is gonna be pissed when I make her surrender the Note 4 & stick her with this S3 again.

    Sent from a backup S3 :(
     
  5. pc747

    pc747 Regular Member
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    Wow JK. Just Wow. Here is hoping things go smoother.

    Sent from my SAMSUNG-SM-N920A using Tapatalk
     
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  6. popcenator

    popcenator Droid X Rescue Squad
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    Man, I'm glad my attempts at buying through Huawei failed.

    Sent from my Nexus 6P using Tapatalk
     
  7. cr6

    cr6 Super Moderator
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    I was leery of the whole camera design on this device from the get go. It's a terrible design IMO.
    Opinions aside, best of luck getting your device fixed JK!! I hope they get this resolved quickly & painlessly for you!

    S5 tap'n
     
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  8. bkdodger

    bkdodger Administrator
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    Hope all is resolved quickly for you JK...hang in there buddy ...


    6s Plus
     
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  9. Jonny Kansas

    Jonny Kansas Administrator
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    Opinions for sure. I really like the look of it and I've been completely pleased with the phone other than this issue. I've rocked this phone naked a good chunk of the time that I've had it because I like the unique look of it. I may not do so quite so often after I get it back just to be safe, but if this truly was the glass just giving in to pressure and failing like I believe it is, I doubt a case would've made any difference anyway.

    Like I said before, this is totally something I could live with as long as it never got any worse, but I figured I should at least see if they'd make good on it since I know it wasn't caused by anything I did.

    Looking at it closer in better light, it could almost be mistaken for a scratch. Who knows, maybe I'm overreacting and it IS just a scratch, but I'd rather send it to them and have them verify that and tell me they won't replace it than do nothing and have it fail worse.

    I'm chalking up my last dealing with that rep as a misunderstanding of what I was asking, because everyone else I've dealt with on their support team has been incredibly friendly and helpful. Even that guy, I got gruff with him fairly quickly, but he kept his cool and didn't snap back at me or anything. I've gotta hand it to him for that.

    I was telling my wife though, it'll be my luck that I'll send it in and they'll fix this little crack that I could've lived with and down the road, the whole glass will shatter spontaneously and they'll tell me I'm SOL because they already fixed it.

    As far as the story of the OP goes and the pictures of examples from other instances of this defect, I think I got off very easy. The crack on mine didn't affect the camera or anything. It was purely cosmetic at the point it's at now, but I'm not taking the chance to hope that that crack doesn't provide a weak point for it to break further.

    Considering that this story really disappeared about as quickly as it surfaced, I'd say it's a safe bet that it's a VERY small number of devices affected and I'm holding out hope that they've figured out what the issue was and will replace my glass with a better piece.

    Only time will tell at this point. Of course, the UPS store here doesn't open until the time I have to be at work, so I'll have to wait until lunch time to take my package in and get it on its way.
     
  10. Jonny Kansas

    Jonny Kansas Administrator
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    It's bad enough I'm stuck with the wife's old S3 while it's being fixed, but I discovered the hard way the the Mini Racing Adventure (or whatever) game that I've recently become addicted to doesn't auto-save to the cloud. I have a bad habit of assuming that games that use Google Play Games login do that automatically. I launched the game on the S3 last night to find I'd started over. Tapped the cloud icon and it said "No saved games" and gave me the option to save now. DOH! Had I known that, I'd have definitely saved my progress. I was actually playing the game on my 6P when I got the email with my shipping label. :(
     
  11. cr6

    cr6 Super Moderator
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    Agreed. As long as you're happy with it that's all that matters.

    S5 tap'n
     
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  12. Jonny Kansas

    Jonny Kansas Administrator
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    UPDATE 2.0.1: Phone is out for delivery in TX. The label they sent me was for 2-Day Air, but the Holiday and weekend got in the way. Hopefully they ship it back just as fast (if not overnight).

    Now, it'll be interesting to see how well they communicate about the status of my phone. Will they let me know they received it? That they're looking at it? That it's being repaired? That it's finished being repaired? I assume I'll at least get an email with tracking info when it's on its way home, but I'm wondering if that'll be the only correspondence I get from them during the process.

    Will be interesting to see.
     
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