Develop Bugs

So who has experience of HTC warranty repairs in the UK?

As the title says really. Has anyone from the UK had any experience of HTC warranty repairs?
My Desire is booked for collection tomorrow for a few hardware faults to be fixed. Do they usually take the full 15 days that they quote?
I'm currently back to using my old faithful Nokia 6310i. What a great phone that is. It's years old and still works flawlessly. Although I'm not sure I'd go back to it full-time

For me, they've been very good and very quick. Had my Nexus One back in 7 days and my Desire in 8.

Had mine back in 5 working days, 7 in total. The LED flash had stopped working (before the days we could use it as a flashlight).
rolfd said:
I'm currently back to using my old faithful Nokia 6310i. What a great phone that is. It's years old and still works flawlessly. Although I'm not sure I'd go back to it full-time
Click to expand...
Click to collapse
One of my favourite phones of all time. Actually, I still use an old 3330, 8850, 8910i and Ericsson T28 too. All working and looking in tip top shape.
-----------------------------------
- HTC Desire via XDA App -

They took 25 days with my phone, and I was told they could take up to 28 days with it. Mine wouldn't power on, so I took it to CPW who had it 2 days before they sent it to HTC.

I had a nightmare experience! Involved two Desires, and took 3 months to resolve. Still not 100% sure it's ok.
Got my Desire in March, first batch of Desires. Was fine until end of June when started getting random restart, related to a faulty motherboard. I sent it in via T-Mobile who sent it to a repair centre the next day (signified by online tracking update). On day 8 of no further update I email in to ask what is going on, and they do stuff and send it back on day 10. All they did was a software update and changed a sticker, and problem still existed.
I complained and moaned to T-Mobile, who after a while gave in and gave me another Desire. This one had a worse problem. Screen kept on cutting out even though the rest of the phone was working. Took it on holiday with me and proved to be totally useless because of the issue. Come back and send it in directly to HTC this time hoping to get better service, but it seems like it all goes back to the same repair centre in Milton Keynes.
They send it back 3 weeks later after fixing the receiver instead of the screen. There was nothing wrong with the receiver! I complain big time and ...
Long story short, send it back again gets fixed after the engineer phones me up to get a description of the problem. Also one of the managers phoned me up to give me updates on the phones progress. She actually called me up yesterday to see if the phone was still ok. So far so good. I guess I was unlucky, but it was a nightmare experience, as I love the phone so much (still).
Customer service was good as they always got back to me immediately, but repair centre was rubbish. I feel they owe me compensation for such a crap experience, but so far nothing.
Sent from my HTC Desire using XDA App

Well so far we have a 50/50 chance of getting decent service then? lol.
I'm going to hate having to hand mine to the courrier tomorrow, but hope that I get a sensible technician who does his job and gets it back to me ASAP. I'm already lost without it as I have it packed up. Can't check twitter/facebook, or emails without having to go to my laptop.
I never realised how much I depended on it.

touch HD returned May, June,Sept and Oct. Each time it was a 'manufacturer repair' and took the full 28 days! Was exchanged twice (so they say) but still developed the same screen problem everytime
Finally got an exchange authorised for a desire , hope its a bit more reliable than the touch

liverpoolphil said:
touch HD returned May, June,Sept and Oct. Each time it was a 'manufacturer repair' and took the full 28 days! Was exchanged twice (so they say) but still developed the same screen problem everytime
Finally got an exchange authorised for a desire , hope its a bit more reliable than the touch
Click to expand...
Click to collapse
You were patient. lol
This is my second Desire going for repair, first one went faulty 3 days after purchase so I got a full exchange at the shop. Over all I think the Desire is a decent bit of kit. Hopefully yours will be fine or I'd imagine you will go to an iPhone

Sent mine off due to the overheating/reboot loop when using 3G.
Phone was collected by UPS, was away for about 16 days and returned by UPS. The phone had the mainboard changed I presume, as the IMEI was different, chassis and screen/glass layer remained the same along with my screen protector. I got the phone back about a week ago.

Sent mine with battery problems. They took it waited 5 days and phone suppose to be sent but tang and they said they found a fault with receiver and antenna. Another 3 days. Now I have a problem with 3g hanging up I'll wait for desire hd and than send it for repair maybe I'll get a nice replacement if I moan at the same fault several times....
Sent from my HTC Desire using XDA App

Last thing I sent to HTC was an O2-variant of the Artemis, to HTC UK. It failed out of warranty (I'd bought it on eBay as well) and I rang O2 and got nowhere. I rang HTC and they explained that in theory it should be sent to O2 for service, as it was a rebodied HTC 8300 built especially for O2, but in practice if I sent it in they'd sort it out for me. They took about a week to replace the trackball and mainboard and post it back, and they charged me a very reasonably 60UKP. I was very happy with service.
I don't know if this is still how they operate now they're a bigger, direct-to-consumer company though.

Well, to be brief..
1). First repair for the desire rebooting all the time took nearly 28 days.
2). Second repair has gone just over a week.. still pending, but I.m sure the duration will end up being roughly 28 days.
Personally, I think HTC's repair service is utter b%$$*$£s!
A month is too long for a company of their caliber.

where and how do you send your faulty mobile? because i bought mine from online supplier on tmobile, but it is not locked. so what is the sending process? how do you have your mobiles picked up by courier?
thank you

My desire was turning off when light pressure applied to the back of the phone. I sent it back 3 times after them failing to repair it each time, and finally on the 3rd time they replaced it...
Each time I waited 7-10 days for it to be returned.

Question for those with experience of HTC repair service: do HTC send back your original box? The ticket sheet I got last week recommended that you send your item in the manufacturer's packaging, but I realised after I sent it that maybe they won't send back my box (I'm talking about the white Desire box from the shop). Also, I wasn't happy with sending my receipt so sent a photocopy of it, is this okay? Do HTC return your original receipt if you send it?

Got mine back yesterday after reporting the rebooting issue.
1) They have replaced the motherboard, although the notes don't say what they have done. I know this because the Micro USB connector is cbrand new clean looking and not full of pocket-fluff.
2) Turnaround was about 10 days. I wasn't counting exactly.
3) I did not send it in original packaging, I wrapped it up in wood floor underlay and sent it in a jiffy bag which was then folded over in half. I got it back in a box exactly like the original Desire Box that I bought it in.
4) I had to send the original receipt, as I couldn't be arsed to find a photocopier. I did not get this back.
5) So far so good, device is no longer rebooting but time will tell I suppose.
Overall very happy with HTC's repair service. I've been usign HTC phones for about 8 years now and never had any issues with getting them repaired.

shortie11 said:
Question for those with experience of HTC repair service: do HTC send back your original box? The ticket sheet I got last week recommended that you send your item in the manufacturer's packaging, but I realised after I sent it that maybe they won't send back my box (I'm talking about the white Desire box from the shop). Also, I wasn't happy with sending my receipt so sent a photocopy of it, is this okay? Do HTC return your original receipt if you send it?
Click to expand...
Click to collapse
I didn't send a receipt or use my original box. As Budadank says, the phone came back in a similar box to the original retail one but is clearly a repair return type box, rather than a retail one, pic attached.

Now thats one reason why the iPhone wins. Apples customer service is one of the best. If your phone gets broken you will be a few mins in store and if they can't fix it they replace it there. Anywasy back to the subject. I need to send my desire for repair as it has been rebooting so I hope my customer service is ok.

my Desire got wet in my pocket whilst out walking..It was still turned and and working in safe mode..when i turned it off and dried out the phone overnight etc etc it would not work when i switched it back on,All i got was a white boot screen but none of the buttons would work allowing me to scroll through any of the options to boot etc etc.
i purchaed the phone for £300 off ebay,sim free and it was working perfectly up until this point.
I have sent the phone back to HTC and they have given me a bill of repair totalling £236.00. To be honest i think this is a complete ripp off.I could buy another seconhand phone for that much money,but as they know i am in a pickle and have no choice but to accept the price pay it and hope that my phone is ok when i get it back.
I can totally honestly say.." I wish i had paid full whack and bought an Iphone from apple". i am not impressed at all.
I did pay the invoice online 6 days ago and I have still not received my phone back from repair centre or had any updates or correspondence with HTC...very very poor show in my opinion. and a very expensive secondhand phone so far !!

Sent my Desire off on Monday 8th Nov as it was freeezing and crashing and rebooting during sat nav using google and copilot. I am getting it back this monday 1th Nov. (Tomorrow) I have been tracking it via UPS. I noticed on the dispatch note they emailed me that the IMEI number had changed so I rang them and asked why (thought I might be getting a refurb back). They have replaced the Mobo. So like a new phone really I guess.
I bought the phone on Ebay. Unlocked and rooted so I guess I may have to unlock and root it again and then pick my fav custom rom.

[Q] Unbelievable - the LCD cracked!!

Unreal, can't believe this has happened. Bottom right hand side of my phone. Glass is fine and everything works but the key component that lets you see everything.. ruined.
Of course it happened two days before im supposed to fly off on holiday
This is a nightmare, need to now get some answers/fixes whatever.
Who will repair this thing? T-mobile my network provider or HTC? Do I even have a leg to stand on with any of this? Surely my consumer rights have to come into play, all i did was put it for charge and checked it ten minutes later to find it had cracked. If the battery or something has caused it to overheat surely it's their fault?
Can i leave it for two weeks while i go on holiday?
If i leave it for a whole two weeks will someone like the companies i mentioned refuse to fix it because i left it? With all that's going on i would really prefer to leave it till i get back. It won't get worse so this would be the best option for me.
My head is all over the place at the moment - What are my next steps now that i've found the LCD has cracked?
Just to add, i got the phone in November so it hasn't been a year yet.
I would really really, really appreciate any sort of help on this, even the slightest bit!

Sorry to hear, it's an awful feeling when such things happen just at the wrong time.
From other users experience and my you send to htc, which have an awful service center.. A mate and an xda member had his phone with them for a month before they decided to send him a new one, that's after number of phone calls and a believe a letter and from my experience then sent me my phone back in the same state as it was send.
Others have better experience with the network provider. And it shouldn't be a problem at all leaving it 2 weeks, I say that I confidence.
Sent from my Desire HD using XDA

Very reassuring, cheers!
So if HTC tend to give you a new phone then my next step after coming back will be to grab every last bit of data off the thing. Good thing apps are linked to your Gmail account.
I might just see what my network provider says so it gets done quicker. It would be good to have a chance of getting a new phone though, haha.
To be honest I have three ways of sorting this, get it fixed with HTC, get it fixed with t-mobile or try and get it fixed with mobiles.co.uk the place I got it from. Essentially carphone warehouse.
I always prefer going the official route i.e HTC and I may even wait a while for it. Anyway I have to call them first and see what they say.
Again, very helpful cheers.

Send it to htc. The others will forward it to them anyway. The repair centre has vastly improved recently. They changed locations a while ago which slowed everything down but it's much better now. They also send a courier to collect the device the next day (after reporting) so you could send it away now and have it repaired when you return. Hope this helps.
Sent from my Motorola Startac running Atari 2600 software!

Will they just repair it? I had a HD2 a while back and my screen cracked sent it off to HTC for repair they rang me couple days later and told me that accidental damage was not covered by warranty. I asked for it back as they were quoting silly prices. They may try to fob you off with this and try to say it your fault.
Ricey

If the repair centre CAN repair it, they definitely will (that is one of their main performance indicators, repair vs replace). Yes, send it to them direct, cut out the middle man.
If there is no obvious impact that caused the crack, ie it's not your fault, I'd recommend you research heat (?) as a contributing factor and take them down that path, so that they don't spend too much time on the diagnostics. Doesn't sound normal to me, but they may have prior experience.
My only experience of a HTC repair centre was excellent, although it was 2 years ago and for a WM Prophet . They were in front of where I was working at the time and they took 2 days to fix, not replace the phone.
Oh, and install Titanium Backup, and do a full backup to your card.

Cheers for the advice!
Will definitely get in touch with HTC before anyone else. It's got to be a heat issue but what if they refuse? Can i bring my consumer rights into it? The crack looks like someone has pushed on it from behind but there is no outside damage and i was sitting in the room while it was charging; nobody touched it. It was hot when i picked it up but it always gets hot around the back when i charge it. It's definitely a heat issue but god knows what they say.
Hope i can just explain that and they will help.
Haven't rooted my phone so cant get Titanium backup but tbh i might as well root and backup everything thenrestore it all to default.

HTC Repair attempting to charge me £169 to fix an assembly gap (update post #213)

Thought I'd create this topic to raise awareness if anyone is sending their phone to HTC for a repair of a gap on their phone. My phone has a gap on the left hand side that dust and dirt collects in. I sent this phone back on the 10th of May to get this fixed, it was classified as an 'assembly gap', the phone was returned with a list saying everything that was replaced (motherboard/sound chip/vibrating motor), but the gap wasn't fixed. I sent the phone in again on the 25th of May being reassured it would be sorted this time (especially after my confusion as to why motherboards/motors/ect were being replaced for an assembly gap), and to my shock HTC emailed me a quote for repair this morning
Dear
Our initial assessment of your device indicates that the repair work required is caused by damage that isn’t covered by warranty. Unfortunately, this means we must charge you for the repair.
We have prepared a quote for you which you can view, accept and pay for at
If you decide not to complete this repair, your device will be returned to you following receipt of payment for the administration and shipping costs incurred. You may use the same link as above to arrange this.
Many thanks,
HTC Customer Care
Click to expand...
Click to collapse
{
"lightbox_close": "Close",
"lightbox_next": "Next",
"lightbox_previous": "Previous",
"lightbox_error": "The requested content cannot be loaded. Please try again later.",
"lightbox_start_slideshow": "Start slideshow",
"lightbox_stop_slideshow": "Stop slideshow",
"lightbox_full_screen": "Full screen",
"lightbox_thumbnails": "Thumbnails",
"lightbox_download": "Download",
"lightbox_share": "Share",
"lightbox_zoom": "Zoom",
"lightbox_new_window": "New window",
"lightbox_toggle_sidebar": "Toggle sidebar"
}
Waiting for a response from CS now. HTC Chat told me the repair centre hadn't given enough reason as to why there was a quote, so it had to be investigated further. Sounds like repair trying to pull a fly one on an unsuspecting customer. Angry to say the least.
Phone is locked btw, I didn't even take it out the house/really use it at all when it came back because of the gap still being there (other than turning it on and sending 1~2 texts), so the phone is in the EXACT same condition as it was when repair sent it back.
As I said I want people to know about this for their own sake, and on a personal level I'd like to raise awareness and share with everyone what happens next.

they r cheaters....
.
.they should charge all the cost....
.
.
head directly to the main service store and talk to them face 2 face...
with some strong tone voice....
.
.
maybe there is mistake by the website...

Dude, I had the same issue and my carrier is swapping my phone. HTC had to confirm that there was a fault but only did this via phone.
You spoke to the seller you bought it from? They're responsible under the sales of goods act, assuming you live in the UK.
Sent from my HTC One X using xda premium

Genkville said:
Dude, I had the same issue and my carrier is swapping my phone. HTC had to confirm that there was a fault but only did this via phone.
You spoke to the seller you bought it from? They're responsible under the sales of goods act, assuming you live in the UK.
Sent from my HTC One X using xda premium
Click to expand...
Click to collapse
I've returned directly to HTC myself, didn't go through my seller.

Depending on where you got it from you should not have had this issue.
If it's under 28 days, ANY company in the UK has to provide you with new handset. That's basic consumer law (so I've been told, so I'm open for correction) I've had a few One X's with manufacturer defaults, all were replaced by The Carphone Warehouse on the same day I went in with the problem.
I've not had the best experience with HTC and customer support. I sent a Desire off for repair around this time last year, after a month and a half I didn't have my device back.. eventually they sent a brand new one, but still

Just maybe OT: but how big is the gap? I mean I have a gap along the whole screen on both sides of the ring. So gap next to screen , the black ring (or how should I call it) again gap and then there is the PolyCarbonate or how its called.
The gap is as thick as paper I guess maybe little more and yeah dust gets in it. It doesn't bother me as much. Just wanna know how big is your gap that you returned the device?
And also why it should bother me. As I had next to my device a SGS II which had also gaps next to the screen as big as this and other phones as well.
Can the dust there be dangerous to the device itself?

PAGOT said:
Just maybe OT: but how big is the gap? I mean I have a gap along the whole screen on both sides of the ring. So gap next to screen , the black ring (or how should I call it) again gap and then there is the PolyCarbonate or how its called.
The gap is as thick as paper I guess maybe little more and yeah dust gets in it. It doesn't bother me as much. Just wanna know how big is your gap that you returned the device?
And also why it should bother me. As I had next to my device a SGS II which had also gaps next to the screen as big as this and other phones as well.
Can the dust there be dangerous to the device itself?
Click to expand...
Click to collapse
HTC chat told me the gap shouldn't be there, I explained it wasn't that large but allowed dust/dirt to get in. I explained the seal on the right of the phone didn't have any gap.
Btw there was also a bit of dirt trapped under the screen top right.

Update from HTC
Dear,
Thank you for contacting HTC regarding your HTC One X.
My name is and I am a Technical Support Agent for the HTC Written Team.
I’m sorry to hear that you have received a bill from HTC to fix the assembly gap in your phone.
To resolve this, , I've passed your case to the relevant department for investigation. As soon as I get a reply I will let you know, this should happen within 2 working days.
To let me know I have successfully answered your query, please follow the link below to close your enquiry, you will have the opportunity to leave feedback about your experience contacting me today.
Let me know if I have successfully answered your question, please click here to complete this.
To send a reply to this message, please click here.
Sincerely,
HTC
Click to expand...
Click to collapse
If it reads funny it's because I've taken names out.

jaaystott said:
Depending on where you got it from you should not have had this issue.
If it's under 28 days, ANY company in the UK has to provide you with new handset. That's basic consumer law (so I've been told, so I'm open for correction) I've had a few One X's with manufacturer defaults, all were replaced by The Carphone Warehouse on the same day I went in with the problem.
I've not had the best experience with HTC and customer support. I sent a Desire off for repair around this time last year, after a month and a half I didn't have my device back.. eventually they sent a brand new one, but still
Click to expand...
Click to collapse
Consumer law is not quite as clear as that, but to all intents and purposes, you can assume that to be the case. Within 28 days you should never send for repair. Always insist on a replacement.
Just FYI, if you buy a new car and it has a fault, you cannot demand a new car within 28 days
Also, as said, the responsibility even after 28 days lies primarily with the seller and NOT the manufacturer. Many websites, including Amazon suggest that after 28-30 days, they wash their hands of anything to do with a problem. That is not the case at all.

That sucks, my brother had a similar problem too with his desire hd, it went on for months back and forth untill he decide to turn to the dark side and bought a 4s instead!

So HTC are asking their customers to pay to fix problems on the assembly line and their lack of quality control? Nice!

Sounds like we dont havent warranty, no matter is the bootloader unlocked, re-locked or locked ... nice HTC. That will be my last HTC for sure ...

muamers said:
Sounds like we dont havent warranty, no matter is the bootloader unlocked, re-locked or locked ... nice HTC. That will be my last HTC for sure ...
Click to expand...
Click to collapse
My last HTC also ...
Sent from my HTC One X using xda premium

xko said:
My last HTC also ...
Sent from my HTC One X using xda premium
Click to expand...
Click to collapse
Same here. Trying to get my yellow spots fixed, but customer care is keeping me in the dark for the second time ( first ticket was closed without any reply/reason, second one is still open with no further response after almost 3 weeks). I had enough of this bs, this is not the way to treat your customers.
Sent from my HTC One X using XDA

Here in India it seems better. Got my phone yesterday and noticed screen creaking when i got it home. I went to the HTC service center and they inspected it for 5 mins and gave me a DOA slip. Took that and my faulty phone back to the shop and they replaced it within 5 hours.
The customer care told me this is the procedure.

To add a bit more to my story (as funnily enough HTC started out 'okay'), I got my first handset from affordablemobiles.co.uk for release. It was a serial #23, very bad screen flex and screen ripple.
AM don't do straight up exchanges, they take the phone back for inspection. At this stage right after release the screen flex/distortion scenario while starting to get 'fame' on XDA, wasn't as widespread in media yet. AM sent my phone back saying nothing was wrong with it. That angered me and someone suggested telling HTC to give them a kick up the arse and to exchange.
HTC however just asked me to send to them if my retailer was refusing an exchange. I did, and HTC actually sent me a new handset (although it COULD of been a refurb). It was a #24 serial.
This one had the gap at the side, and a misaligned camera ring. I sent it back to repair on the 10th as my comment in the first post in this topic. It came back unfixed yet with a nice list of all this other stuff repair supposedly changed (motherboard/motors/sound chips/ect).
I noticed this time as well dirt trapped under the screen at the top right, I assume this dirt was there when the handset initially was sent to me the first time but I had just missed it. My assumption for this is the repair note didn't say anything about repairing the screen, and the gap was still there, something that needs the screen repaired to fix. Therefore no one had done anything to the screen, quite clearly the issue I had sent the phone in for which was described clear as day on my repair note.
And now I'm left with a bill when HTC repair finally decide to repair the gap on the screen. What confuses me most is how I sent the phone in the first time for the gap and they'll happily exchange all the innards and send it back, but now they've changed their mind and have decided the gap they can now see is my fault, or not covered.

what confuses me is that they did not say the reason why the warranty is not covering it for you
Audioboxer said:
To add a bit more to my story (as funnily enough HTC started out 'okay'), I got my first handset from affordablemobiles.co.uk for release. It was a serial #23, very bad screen flex and screen ripple.
AM don't do straight up exchanges, they take the phone back for inspection. At this stage right after release the screen flex/distortion scenario while starting to get 'fame' on XDA, wasn't as widespread in media yet. AM sent my phone back saying nothing was wrong with it. That angered me and someone suggested telling HTC to give them a kick up the arse and to exchange.
HTC however just asked me to send to them if my retailer was refusing an exchange. I did, and HTC actually sent me a new handset (although it COULD of been a refurb). It was a #24 serial.
This one had the gap at the side, and a misaligned camera ring. I sent it back to repair on the 10th as my comment in the first post in this topic. It came back unfixed yet with a nice list of all this other stuff repair supposedly changed (motherboard/motors/sound chips/ect).
I noticed this time as well dirt trapped under the screen at the top right, I assume this dirt was there when the handset initially was sent to me the first time but I had just missed it. My assumption for this is the repair note didn't say anything about repairing the screen, and the gap was still there, something that needs the screen repaired to fix. Therefore no one had done anything to the screen, quite clearly the issue I had sent the phone in for which was described clear as day on my repair note.
And now I'm left with a bill when HTC repair finally decide to repair the gap on the screen. What confuses me most is how I sent the phone in the first time for the gap and they'll happily exchange all the innards and send it back, but now they've changed their mind and have decided the gap they can now see is my fault, or not covered.
Click to expand...
Click to collapse

Goku80 said:
what confuses me is that they did not say the reason why the warranty is not covering it for you
Click to expand...
Click to collapse
That confused the customer service as well, considering their response was we don't know enough as to why there is a quote
This is why I've to now wait 2 days to find out. Must be scrambling to make up the best reason possible to charge me £169 Unfortunately for them they'll find that their bootloader is in it's precious "locked" state. It would be ridiculous anyway if they tried to say an unlocked bootloader caused an assembly gap.

Audioboxer said:
That confused the customer service as well, considering their response was we don't know enough as to why there is a quote
This is why I've to now wait 2 days to find out. Must be scrambling to make up the best reason possible to charge me £169 Unfortunately for them they'll find that their bootloader is in it's precious "locked" state. It would be ridiculous anyway if they tried to say an unlocked bootloader caused an assembly gap.
Click to expand...
Click to collapse
well you better hope they do not come up with an excuse that it was you who caused that gap and get you to pay for it. you never know with these companies. i feel for you mate cause like me you just want a phone that is perfect and that you can enjoy.
should be getting my one tomorrow. will let you know how i get on. but in your situation i would keep at them and not leave them alone till you get an answer...let me know how you get on bro

I am considering to sue HTC once I have the sam problem with my 3 days old phone. I bought from Expansys.ca and soon I opened it I saw a little gap between the glass and the body. I contacted HTC and they asked to send the phone to a service shop to be fixed. Hey its is a brand new phone, nothing to be fixed here. It is just a Quality Control issue and needs to be replaced under their own warranty statement. The phones come with a defective assemble. I want a new phoe at no extra cost or my money back. If they don't want give me that I am just getting it to court and I am sure I will win.
---------- Post added at 11:58 PM ---------- Previous post was at 11:53 PM ----------
Dear A.P,
I can definitely understand your being concerned about there being a gap between the top of the screen and the body of the phone. I’ll be glad to help you, Anderson. I would be extremely concerned about the gap in your phone. If you can actually see inside the phone, it’s very possible that humidity, sweat, and dirt can enter and damage the phone, even in the short term. I would first suggest contacting the retailer you purchased your One X from and see if they can exchange yours for a different one. If for some reason they cannot replace the device for you, we have a repair department that can service your device. You can contact them by calling 1-888-617-1113. They’re available from 06:00 am – 01:00 am EST, 7 days a week. Make sure you have your One X with you if you call, as they will need its serial number to process the repair.
If you have any other questions or concerns, feel free to let me know. Thanks for being an HTC customer and taking the time to contact us.
Let me know if I have successfully answered your question, please click here to complete this.
To send a reply to this message, please click here.
Sincerely,
S.
HTC
Want to see what others are saying? Have a question to ask other HTC fans?
Become a fan of HTC facebook.com/htc
Follow us on Twitter twitter.com/htc
Subscribe to our YouTube Channel youtube.com/htc
Explore our development resources developer.htc.com
We are unable to receive replies to this email account. Please visit us at htc.com if you have any questions or need further assistance.

Duo camera always not working; Fail repair service

Hi guys. I got my One M8, WWE Asia version (CID HTC__044) on April 6, a day after it was released in Singapore. Unfortunately, someone else, while admiring my phone, dropped it screen face-down and it cracked. I sent it in for repair on the 12th of June, and the customer service officer said it would take about 2-4 days for the repair to finish. I ended up getting back my phone on the 21st, with all the data in it gone. Lucky I had made a backup with Titanium Backup.
However, not only was all the data gone, they replaced the main board, and it was S-ON and locked again. Then I realised that the proximity and brightness sensors were messed up, and I had to send it in within two days of getting back my phone. Another three days without my phone.
Now, I realised that the Duo camera on my phone isn't working. I covered it and tried to take a shot, and the message 'don't cover Duo camera' didn't pop up. No Duo effects work, on photos I take now, such as UFocus. This wasn't a problem before I sent it in for repair.
This seems a lot of trouble to go to just for a cracked screen, and it isn't what I expected from HTC customer service. I even asked for a phone replacement but they refused. If I'd known that HTC customer service (at least in Singapore) was this bad, I would've gotten an iPhone.
I got the M8 because I really like HTC's phones, ever since I got my first HTC, the Sensation XE. Right now, my main question is, is there any way I can diagnose and solve this problem myself without having to send it in and then having some other problem? HTC Customer Service seems intent on not wanting to replace the phone. Neither do they seem to properly fix the phone either.
I'm really frustrated, and I'm an inch from stomping up to their office and swearing the heck out of them (even though it isn't the officers' faults, yes, I'm just being irrational). Their repair service seems really bad for a full-fledged company. I think I would've done better at some budget, road-side repair shop that costs thirty bucks. Please, help.

First of all, never ever let someone else, especially one with butter fingers, handle your expensive new phone.
Seriously, why did they feel a need to replace the motherboard too? Is the phone that you got back the same one that you sent in, or could it be that they sent back a refurb. Either way it won't matter because your phone is not working like it is supposed to even after they supposedly "fixed" it twice, probably with refurb parts that have not been thoroughly tested. If they continue to play hard ball and tell you to go pound sand, I would take it to their social media and raise a stink about it there. From my experience, that is the fastest way to get results and hopefully a resolution.
Good luck.

Thanks for the reply. I'll give them a last chance (three times the charm?), and send in my phone on Monday. If they replace it, great. If not, and they do another bang-up job, I'm going to both HTC's international and Singapore Facebook pages and copy the rant over and see what they say.
About the motherboard, according to the CS officer, it was standard procedure to replace just about anything in the phone when the screen cracks. I attribute this to the low repairability of the phone itself - refer to iFixit.
I don't really want to give bad reviews about companies that I really like (HTC is one of them; as mentioned, I feel their phones are truly the best among Androids), but this kind of horrible CS is driving me crazy; I've never had such a bad experience.
P.S. On the bright side, HTC Singapore has this pick-up and delivery service that saves me the twenty-five minute train ride with a transfer included, to their service centre. I just have to call them, and the courier is at my doorstep within a couple of hours. I've got to give credit where it's due.

HTC 10 RMA nightmare

Hi everyone. Posting here to share my experience attempting to get a warranty replacement 10. Want to know if anyone is also having an issue.
At the beginning of july, i noticed that a 1cm horizontal strip across the top portion of my screen (where the volume rocker is) stopped working. I downloaded a digitizer test app to verify. Did an RUU to make sure it wasnt software related. It wasn't. So i reached out to HTC to start the rma process. I was told at the time that that there werent any replacement phones and had to wait 1-2 weeks. I then waited 2 weeks and called back. What pushed me over the edge was this past monday, i received a marketing email from HTC advertising discounted sale prices on the HTC 10. At this point, i had been waiting for 24 days to hear something from HTC about my RMA. The fact that they'd sell me a phone but had no replacements for me put me over the edge. Since that day I've called them every day to see whats happening. Each call i make results in my being passed between three tiers of service reps. None of which tell me any info that has anything to do with the replacment of my device. I am repeatedly promised tracking info and or calls back from representatives from their RMA team. I haven't received any response.
Any advice out there? Similar experience?
Thanks for listening to me vent...
Sent from my MSM8996 for arm64 using XDA-Developers Legacy app

It took nearly two months to have a new (refurb) device back in my hands. My screen randomly died on my device and it took me 3 hours to even set up a ticket with HTC's abysmal "chat support" on their website. I was not satisfied with their support at all. I submitted a ticket on May 7th and didn't receive my new device till early July. Have you filed and received a ticket number? Try HTC Repair Tracking. Your ticket number/serial number should all be listed in your email if you filed. They are always going to try to repair your device and ship it back over sending you a new one. In fact, I'm fairly certain that the device I received is a refurbished device. My GPS doesn't lock ever (tried factory reset, GPS lock fix app, etc) and nothing worked and I noticed the power button is pushed in and mushy. Hey but at least the screen is operational, right?!
Just this morning I decided I'm going to unlock the bootloader and reflash the radio to try to get the GPS to work. I noticed this device came S-OFF directly from HTC's repair center. Great quality assurance. /s Definitely not going to file another RMA just to wait 2 more months.
All I can say is get a loaner phone if you can while you wait for your phone to be fixed, because it'll take months to get something back.

bacon612 said:
Hi everyone. Posting here to share my experience attempting to get a warranty replacement 10. Want to know if anyone is also having an issue.
At the beginning of july, i noticed that a 1cm horizontal strip across the top portion of my screen (where the volume rocker is) stopped working. I downloaded a digitizer test app to verify. Did an RUU to make sure it wasnt software related. It wasn't. So i reached out to HTC to start the rma process. I was told at the time that that there werent any replacement phones and had to wait 1-2 weeks. I then waited 2 weeks and called back. What pushed me over the edge was this past monday, i received a marketing email from HTC advertising discounted sale prices on the HTC 10. At this point, i had been waiting for 24 days to hear something from HTC about my RMA. The fact that they'd sell me a phone but had no replacements for me put me over the edge. Since that day I've called them every day to see whats happening. Each call i make results in my being passed between three tiers of service reps. None of which tell me any info that has anything to do with the replacment of my device. I am repeatedly promised tracking info and or calls back from representatives from their RMA team. I haven't received any response.
Any advice out there? Similar experience?
Thanks for listening to me vent...
Click to expand...
Click to collapse
Not sure why they won't just try to replace the screen instead of trying to "find" you a replacement device. I don't have much advice to give though unfortunately.
Greckia, that free s-off is a blessing though. It would cost you 25$ otherwise since you're trying to flash radios.

Man...whats happening with this company? This is my fifth consecutive HTC phone over the course of 7 years. Really havent had an issue. I cant believe the experience that im having qith this replacement. Thanks for the replies, guys. Makes me feel a little better that im not the only one. Ill update this thread with the outcome.
Sent from my MSM8996 for arm64 using Tapatalk

My experience is 100% oposite. I had a strange issue with my battery. Since there's no officiall HTC service in my country, I sent my phone to service center that's certified from HTC. First time they replaced the motherboard. Took a week to receive the phone, worked fine for 2 weeks, same issue accured. Took it back to service again, they replaced the battery. I got my phone back in 3 days. I contacted HTC Croatia in the mean time, they said that they are in contact with service center, and if my issue persists I should go to service and simply give them my ID, and I will get a replacement phone. After a week my issue came back. I contacted HTC again, they told me to go to service center and pick up my replacement phone. I asked if I could get a Carbon grey model (mine was Glacier silver because that was the only option at the time). Two days later, a message from HTC Croatia - go, and pick up your BRAND NEW Carbon grey HTC 10 at the service center.
So, it's really about your local HTC center

bacon612 said:
Hi everyone. Posting here to share my experience attempting to get a warranty replacement 10. Want to know if anyone is also having an issue.
At the beginning of july, i noticed that a 1cm horizontal strip across the top portion of my screen (where the volume rocker is) stopped working. I downloaded a digitizer test app to verify. Did an RUU to make sure it wasnt software related. It wasn't. So i reached out to HTC to start the rma process. I was told at the time that that there werent any replacement phones and had to wait 1-2 weeks. I then waited 2 weeks and called back. What pushed me over the edge was this past monday, i received a marketing email from HTC advertising discounted sale prices on the HTC 10. At this point, i had been waiting for 24 days to hear something from HTC about my RMA. The fact that they'd sell me a phone but had no replacements for me put me over the edge. Since that day I've called them every day to see whats happening. Each call i make results in my being passed between three tiers of service reps. None of which tell me any info that has anything to do with the replacment of my device. I am repeatedly promised tracking info and or calls back from representatives from their RMA team. I haven't received any response.
Any advice out there? Similar experience?
Thanks for listening to me vent...
Sent from my MSM8996 for arm64 using XDA-Developers Legacy app
Click to expand...
Click to collapse
I can't help you with the RMA process but I may be able to help with your problem. One day, my HTC 10 had the same problem. A part of my screen (I think it was around 1cm thick) stopped working. I downloaded a digitizer app as well and I found out where my screen wasn't working. I started googling and I found a solution. With a quartz lighter you can make it work again (don't ask me why or how). I didn't have a quartz lighter so I used the igniter from the stove. I tried it a couple of times (and electrocuted myself because the housing of the HTC 10 is metal ), reset my phone and it worked again. Until now my screen works 100%. Just make sure the spark really hits the screen and try it a couple of times. You can also find a couple of videos on youtube about it: https://www.youtube.com/watch?v=VERfODYHX3g
Good luck and let me know if it worked for you!

bacon612 said:
Hi everyone. Posting here to share my experience attempting to get a warranty replacement 10. Want to know if anyone is also having an issue.
At the beginning of july, i noticed that a 1cm horizontal strip across the top portion of my screen (where the volume rocker is) stopped working. I downloaded a digitizer test app to verify. Did an RUU to make sure it wasnt software related. It wasn't. So i reached out to HTC to start the rma process. I was told at the time that that there werent any replacement phones and had to wait 1-2 weeks. I then waited 2 weeks and called back. What pushed me over the edge was this past monday, i received a marketing email from HTC advertising discounted sale prices on the HTC 10. At this point, i had been waiting for 24 days to hear something from HTC about my RMA. The fact that they'd sell me a phone but had no replacements for me put me over the edge. Since that day I've called them every day to see whats happening. Each call i make results in my being passed between three tiers of service reps. None of which tell me any info that has anything to do with the replacment of my device. I am repeatedly promised tracking info and or calls back from representatives from their RMA team. I haven't received any response.
Any advice out there? Similar experience?
Thanks for listening to me vent...
Sent from my MSM8996 for arm64 using XDA-Developers Legacy app
Click to expand...
Click to collapse
I literally just went through the exact same issue, end of may, 3/8 wide strip across the volume rockers dead. Long story short, 8 weeks until i could get a new digitizer put in my phone (had to get from taiwan). And i made it a point to contact them every single day and remind them. I asked all the same questions as you, i just harped on them. I used a note 4 and x pure until i got my phone back. i was gonna drop on the 11, but no cdma support had me backing off. I hope you get yours back soon, but dont count on it...harass them, twitter, FB, any other platform you can, make your displeasure known.
Good Luck

Mcbbvb said:
I can't help you with the RMA process but I may be able to help with your problem. One day, my HTC 10 had the same problem. A part of my screen (I think it was around 1cm thick) stopped working. I downloaded a digitizer app as well and I found out where my screen wasn't working. I started googling and I found a solution. With a quartz lighter you can make it work again (don't ask me why or how). I didn't have a quartz lighter so I used the igniter from the stove. I tried it a couple of times (and electrocuted myself because the housing of the HTC 10 is metal[emoji14]), reset my phone and it worked again. Until now my screen works 100%. Just make sure the spark really hits the screen and try it a couple of times. You can also find a couple of videos on youtube about it: https://www.youtube.com/watch?v=VERfODYHX3g
Good luck and let me know if it worked for you!
Click to expand...
Click to collapse
Omg this worked! You are my hero. Now i can cancel the rma. Incredible
Sent from my MSM8996 for arm64 using XDA-Developers Legacy app

bacon612 said:
Omg this worked! You are my hero. Now i can cancel the rma. Incredible
Click to expand...
Click to collapse
Feel good story of the year. Wow!

bacon612 said:
Omg this worked! You are my hero. Now i can cancel the rma. Incredible
Sent from my MSM8996 for arm64 using XDA-Developers Legacy app
Click to expand...
Click to collapse
Awesome! Glad I could help so you can enjoy your HTC again!

Mcbbvb said:
Awesome! Glad I could help so you can enjoy your HTC again!
Click to expand...
Click to collapse
Yes. I genuinely love my htc 10. I honestly wouldn't have taken an 11 if they offered me one.
Sent from my MSM8996 for arm64 using Tapatalk

My RMA experience with my wife's HTC 10 was so painful I don't even want to rehash it. I saved all the four or more long chats I had with their support, though, in case I ever feel like going into detail about it. Right now I'm only using my 10 to play music via bluetooth from an SD card while in my car, while remote controlling it from my Pixel.

For my case HTC M7 this was the legacy htc one
My experience is I pass my phone to them due to camera purple tint issue.
And they keep tell me no stock for the lens and drag me for about 45 days and I got back my phone.
Unfortunately, when I received my phone and
I found one of the speaker is not working. I call HTC and their cs request me to send the phone back
and they drag me for another month for that.
So end up I wait for 2.5 months to take back my phone and I found they
make a tiny scratch on my HTC phone screen. It's really sad and hug disappointed to HTC.
and I swear I will never ever get a phone from HTC (I am a super loyal htc senses fans to htc before).
*ps - my case is HTC MALAYSIA

Join the club, been waiting 3 months for a replacement. My device is now out of warranty and the replacement they finally sent me a while ago has a defect I can't ignore so I'm trying to send it back for yet another replacement (hooray for waiting another 3 months while HTC happily takes my money) but the shipping label they provided 3 months ago is no longer working and they promised to send me a new one within 3 days but it's been almost 2 weeks now and I can't send this POS back. Filed dispute 2 months ago with bank and they credited me the full advance replacement fee and it looks like it's there to stay since the bank gave them 2 statement cycles to respond and my credit is still there. I've moved on to Samsung and so far they've been good with me. Since my credit appears to be permanent now, guess I'm keeping the replacement and my original device. Might either sell it or use it as a secondary travel phone. I will no longer purchase HTC products again. I've been with them since the Windows mobile days and they lost a very old and loyal customer. Might I add that I contacted the CEO and she didn't care to reply either. I remember back when Jason Mackenzie was president, he was very responsive and made sure sh1t got fixed if it got to the point where complaints were taken straight to him. Got my M8 fixed that way AND they provided a loaner phone as well. Times have changed.