Related
I've had to send my Desire back to HTC last Monday (11/10/10) as the external speaker has failed. They arranged UPS courier pick up and UPS supplied a tracking number which showed it was signed for by HTC on 12/10/10.
Also on 12/10, HTC sent me an email advising they'd received the phone and gave me a repair tracking reference. I logged in to the servioce on 12/10 and it did indeed show 'We have received your phone at HTC service center.'
This is fine, but we are now one week on since HTC reported receiving my phone and the status has not changed. I rang them today and just got fobbed off with "it takes 10 to 15 working days to turn around a repair". I'm not unduly worried, however, I don't see the point of a repair tracking service if it is never updated.
I just wondered what everyone else's experiences were of the HTC repair service and their repair tracking updates?
Cheers.
*** BUMP ***
HTC Repair
I sent my phone in for repair about 4 weeks ago. I had a similar experience as you where it stayed in that status for about 2 weeks! I was phoning constantly in that time, being given expected repair dates, being promised things would be raised as a priority etc, but to no avail. I complained to the customer service team that the updating was poor. The lady agreed but could only promise to pass my comment on to the complaints department and they would contact me in 24 hours. They couldn't be contacted directly.
I had no intention of believing that based on my past experience over the 2 weeks. I rang the head office and asked for the complaints department. I spoke to a really helpful lady who managed to get my phone repaied and back to me in 5 days! This would not have happenned if she didn't help me.
Unfortunately, the repair was unsuccessful. I was reluctant to send it back, but I went via the route of the same person in the complaints department, who set it up as a priority case. I sent if off on a Friday and had it back the next Friday! Fault was fixed.
The best way to deal with them is to constantly ring them as the repair tracking service isn't updated often, whereas they can see other information on their systems. If that doesn't work, ring the complaints department.
Repair: UPDATE
Well, would you credit it, the day after I made my original post HTC updated the repair tracker to say my phone was being repaired. The next day, it was updated again to say phone repaired and being returned to me. That was last Friday and guess what? I still haven't got my phone, but and it is a BIIIIG but...
It's not HTC's fault. They did post it, and gave me a UPS Courier tracking number.
UPS reported the phone being sent from their depot in Tamworth, Staffs. On Monday just gone, it was then reported as being out for delivery to me that day....it never arrived. I rang UPS, they claimed they had tried to deliver it but my office was shut...BULLSH!T! I was ringing them from the office at 4.30pm that day! UPS then said they would reschedule delivery for Tuesday to which I agreed.
Then as I was leaving the office at 5pm, UPS rang me back to say I could call at their local depot (10 miles from me) at 6pm to collect the phone. I agreed and arrived at their office at 6.10pm only for them not to be able to find the phone, then tell me "We're really sorry, but it's still at our Tamworth depot. We'll get it to you tomorrow"
So Tuesday morning rolls round....I get a phone call from UPS at work asking was I planning to call and collect the phone from UPS today. I told them no because they had arranged to deliver it that day.
Then the bombshell. "I'm really sorry sir, we had a break in on one of our vans at the Tamworth depot. Your phone was on that van and has been stolen!"
Can't be helped I suppose, but it doesn't stop me thinking how unlucky can I get!!!
Still, at the end of the day, UPS have admitted it was stolen, so I should get a new replacement or a big fat cheque to buy a new one.
C'est la vie.
LOL - sorry, I shouldn't laugh, that's a horrendous story...
I was curious, did UPS pay out to you?
smeddy said:
LOL - sorry, I shouldn't laugh, that's a horrendous story...
I was curious, did UPS pay out to you?
Click to expand...
Click to collapse
Thanks for the sympathy...lol!
You really don't want to know what a nightmare I've had with HTC since this happened. Suffice to say, it took 6 weeks to get a replacement (refurb) handset (wrapped in bubble wrap in a plastic envelope, my retail box which it was sent in was nowhere to be seen), which they sent WITHOUT a battery (which took another week to arrive...after shouting at them down the phone!!) and now this replacement handset it randomly freezing!!!
I hope you NEVER have to send your handset back to HTC....they have the worst customer service I've ever experienced...EVER!!! Still currently got an ongoing dispute with them. If I ever get a resolution and I have a spare 3 weeks, I might post the whole sorry saga for you all to have a laugh/cry/empathising pat on the back at....if it could go wrong, it did/has/probably still will!!
Let's just say I will NEVER buy HTC again!!!
And no, UPS didn't pay out to me, because the phone was sent BACK to me by HTC, so HTC had to make the claim. So, while they will probably get the full cost of the lost phone, I'm left with a refurb. HTC won't entertain a claim from me as UPS lost the phone and UPS won't entertain a claim from me because HTC were the sender and had to make the claim! I'm stuck between rock and a hard place...but I'm still fighting!!!
My story
Hey! I have a similar story to share! N.B. None of our phones are rooted and only her's was SIM unlocked via a code we purchased.
So since December 2011, my girlfriend (Phone B) and I (Phone A) have both been using HTC Desire Z sold by Bell Canada. I am a Bell user and she is a Rogers user. Mine was bought under my contract and her's was bought by someone else who got a contract to get the phone but sold the phone brand new and gave me the bill.
So we had been using our phones without any problems until I started experiencing issues in July 2011. The screen was not responding and I had to send it (A) for repairs. It was returned and was used without any issue until the next problem popped up (keep reading).
In December 2011, I decided to send my girlfriend's phone (B) since she had been complaining that her earpiece was crackling. So in December, I sent the phone.
I leant her my phone for the time her's was under repair. One night, my phone froze when she loaded a PDF. It restarted fine but the next morning, it was stuck at the HTC screen (A).
I called Bell. In Canada, it turns out carriers are responsible for handling the warranty so they consider that if you are not a customer under the carrier, you can't avail yourself of the manufacturer's warranty. This makes absolutely no sense as the standard product warranty from a manufacturer is 1 year.
I called HTC and fought for an hour until they sent me to a repair unit. With them, they told me that the phone was still under warranty and gave me a work order to send to the subcontractor responsible for repairs.
I sent phone A for repairs. In the meantime, phone B was returned. We sent phone B for repairs unlocked and they returned it locked (new IMEI). I paid to get it unlocked and my girlfriend started using it. She told me that it reboots every 2 minutes. I took a video of it and it is pretty ridiculous. With a Rogers SIM, it reboots every 2 minutes, without a SIM, it reboots every 15 or so. I'm now going to have to send phone B for repairs again and cross my fingers that it doesn't fail again.
Now the pièce de résistance is coming up. I just received a call from the repair company and they are asking 200$ to fix phone A. They consider that a phone under warranty with a work order and sent because of random software failure needs 200$? What is this?
Posted my story on the HTC Canada facebook page and guess what? INSTANT DELETE! Because of this, I started my own Facebook page. We are customers, I bought not 1 but 2 phones from them and look at what they do!
So here it is, the facebook page where all of you should post your stories:
http://www.facebook.com/pages/HTC-Cell-Phone-Issues/302964459751052?sk=wall
If it gathers wind, we might finally get some real help from HTC. I was a BIG fan of them. Until they fix this mess, NEVER again will I buy or advise anyone to buy their products!
Thank you and sorry for the long mail.
Show some support, this might happen to you!
I will be starting a thread to elicit people to share their own stories and hopefully all post on the Facebook page. Can you guys copy-paste your stories? It would help gather some momentum.
So I called HTC about getting my phone repaired, and they said they'd send me a phone while mine if fixed. I asked to schedule a repair and they directed me to Verizon who directed me to PCD.
When talking to PCD about repairs, they said I'd have to send my phone to them for the repairs (New York office) However I've read several instances where people get duplicate phones sent to them, either brand new or refurb'd.
Anybody who's gotten their phone replaced, can you help me with the process? Especially if you've gotten an SLCD back instead of the AMOLED version since my screen has been burned in.
????????
Unless you have a Nexus One, exactly why are you contacting HTC for a replacement?
I believe the rest of us (and me 2x) call Verizon; tell them the phone overheats, has a bad speaker, or whatnot; and Verizon sends out a phone. You have 10 days to send back your old one once you get it.
So the problem is as follows - I have a contract with three mobile (uk) signed about a month ago (several days less) yesterday I spotted the yellow spot on my screen (as I understand faulty glue) so today i went to 3 and they told me I need to contact HTC and they will send me a new one.
So I have contacted HTC no reply yet - but that's fine.
My question is can someone who went through the same process tell me how that goes and how long does it take because I use my phone for work and I really need it so a week of not having phone is not acceptable.
Also are HTC going to be idiots and refuse to replace it because the boot loader is unlocked - I think that in violation with the trade and goods agreement.
Odd that you've not heard from them, they usually arrange to collect the phone when you call them.
They won't replace it, just repair it. Takes about week.
Im also in the UK. I arranged repair over the online chat which was more helpful as it was obviously instant conversation rather than waiting for replies. It took 7 days, Monday to Monday. My repair was the WiFi problem though. My bootloader was (and is still) unlocked. I just restored the stock recovery and ROM and nothing was mentioned of the unlock they just repaired it. I'm not sure what u can do with regards to having no handset. When I had my old HD2 direct from o2 they fixed it directly with their own repair center and provided a temporary phone for me to use. Having this HOX on orange through dial-a-phone they to told me to contact HTC also.
mishooo said:
So the problem is as follows - I have a contract with three mobile (uk) signed about a month ago (several days less) yesterday I spotted the yellow spot on my screen (as I understand faulty glue) so today i went to 3 and they told me I need to contact HTC and they will send me a new one.
So I have contacted HTC no reply yet - but that's fine.
My question is can someone who went through the same process tell me how that goes and how long does it take because I use my phone for work and I really need it so a week of not having phone is not acceptable.
Also are HTC going to be idiots and refuse to replace it because the boot loader is unlocked - I think that in violation with the trade and goods agreement.
Click to expand...
Click to collapse
it's not down to HTC, it's down to 3 to sort your repair out. I've not used 3 but I upgraded with P4U and had to swap 4 Sony Xperia S (yellow spot) all within 28 days each time being told that after 28 days they would have to send it for repair.
seanicca said:
it's not down to HTC, it's down to 3 to sort your repair out. I've not used 3 but I upgraded with P4U and had to swap 4 Sony Xperia S (yellow spot) all within 28 days each time being told that after 28 days they would have to send it for repair.
Click to expand...
Click to collapse
I know - i was a bit surprised as well.
I mean i have my contract with 3 not HTC - true - htc made the device in a bad way but still....
Well anyway thank you all - a week i guess will be fine i have another device its just a bit outdated and I`m having trouble running openvpn and stuff on it
If it's within 28 days of purchase return it to where you bought it and they're obliged to replace it if it's a defective unit.
I had same issue and carphone warehouse were happy to replace it.
Good luck
Sent from my HTC One X using xda premium
mishooo said:
So the problem is as follows - I have a contract with three mobile (uk) signed about a month ago (several days less) yesterday I spotted the yellow spot on my screen (as I understand faulty glue) so today i went to 3 and they told me I need to contact HTC and they will send me a new one.
So I have contacted HTC no reply yet - but that's fine.
My question is can someone who went through the same process tell me how that goes and how long does it take because I use my phone for work and I really need it so a week of not having phone is not acceptable.
Also are HTC going to be idiots and refuse to replace it because the boot loader is unlocked - I think that in violation with the trade and goods agreement.
Click to expand...
Click to collapse
My experience isn't in UK, but my first HOX also got a bright spot on screen. What I did is, I placed in an ELF (Early Life Failure) order as soon as I found the problem in retail store (I signed up the phone online), it took repair department of my carrier (not HTC) 3 days to response and approve my claim. Ultimately, I picked up a new one in retail store, and thats the happy ending of my story.
Just to keep people updated if someone has the same problem.
I spoke with HTC today - and I have to say I`m amazed by the support.
A UPS person is going to come and collect my phone tomorrow so it is quite quick and within 7 days I`ll have new or repaired device. I had to include proof of purchase and a form they send me.
I have been asked if I unlocked the device and they actually apologised to me in case it gets relocked during the repair process - so unlocking it is not a problem.
Well teats for now - I`ll say what happened when it returns
Interestingly, I've never been asked for proof of purchase from HTC, and I've used the repair service four times, including my One X which was collected today.
Funnily enough though, I wouldn't even have it if it wasn't for someone else being asked for its proof of purchase for a repair lol
The repair email says to include proof of purchase, but I think people get away with not doing so. My first repair got replaced with another phone, which was unlocked, then it had to go in for repair and as I included my proof of purchase which states my phone was with 3, HTC flashed 3 firmware onto it, relocking it.
That was just the beginning of my issues though, now after months of problems, HTC finally sent me a retail unit (not from repair centre), but it ended up being defected as well as it was from an old batch...
It never ends. My tip is if you ever deal with HTC sending you a new phone, request it's from the newest batch possible.
Oh yeah, so it does. Never noticed that before (on account of never reading the email)
None of the reps I've spoken to on the phone or chat have mentioned it, so I've never sent one.
And here we go with the update - the device arrived yesterday - I was quite excited since it was actually fast It was send back to me on friday (so 2 days for repair and delivery) and i received in ot monday just because UPS dont deliver on weekends apparently.
Anyway - the first thing I noticed was when charging i can see the light not only from the speaker but from the top of the creen as well - well that was fine with me. But what i have noticed today is that when charging the touch on the screen goes nuts - i just put my finger and it starts thinking i have pressed on random locations with like 100000 fingers.
(BTW anyone had that problem - i presume it is building some kind og charge on the screen due to the charge but have no idea why)
And so here we go again - I contacted the support and they are coming to pick it up again (this time on 13-th of Aug since I`m outside the UK for a week).
I hope they will just replace it this time instead of trying to fix it.
I'm in the UK, I had lots of issues with my senny XE in repair 4 times eventually they gave me a free upgrade to the hox with a nice new 2 year warranty
I'm replying just to give you the direct number in case you don't already have it
01279 206906.
You have to request a replacement they won't just replace it HTC don't repair their own devices apparently so repair centre will just fix anything I had a new screen motherboard and chassis on one repair all because of dust lol
Sent from my HTC One X using xda premium
Finally received my phone after the second repair - for now it seems to be working properly. Hopefully that will be the end of the story
In Australia if you pay A who is on selling a product for B your contract(warranty/consumer law) is with A as they received payment. I purchased my HOX outright and also had a problem with the screen, the seller was giving me the same BS until I set him straight. Received a new HOX the same day.
Just realised the screen is a bit less responsive when charging ..... again ....
is that something normal - I mean if i have to send it again for repairs I`ll be quite pissed - I mean that's like a month of not having a phone overall
Just found a video of htc desire having similar problems - mine is not as bad tho http://www.youtube.com/watch?v=DpDyMykRH9M&feature=youtube_gdata_player
does anyone know if thats actually because of the charger not the phone ?
I feel for you. I had mine die in the first 2 weeks. Took my provider 5 weeks to replace it.
I have an issue with my One X, the G-sensor totally will not respond, I have tried everything short of flashing a new ROM (but I'm still stock due to no S-off)
Now, I've decided to stop putting off sending my phone into repair after having this issue for over 3 weeks.
What I want to know is;
What was your experience with HTC repair?
How long did they take to fix and return your device?
I go on holiday in 22 days, and I very much need the camera on this phone however it's stuck in the wrong rotation, I'm assuming it won't take HTC 22 days to repair the phone?
I have had a good and a terrible repair experience with them. But if you send it in now hopefully the turnaround will be 2 weeks.
So far so good. I called them on Monday, they sent the courier to pick up my device yesterday and on the website it states that my device is being repaired as of 9:58am today. Hopefully the rest goes smoothly, I have heard some real horror stories.
long story short. send my phone in for repairs in the first week of may and was suppose to get my phone back within two weeks.. ended up getting back a month later..so two weeks more on top of the estimated time they told me...but the good news was that ever since i did not have any issues and the phone is a beast.. so even though there was a delay i am happy with the outcome and work they did on the phone
Goku80 said:
long story short. send my phone in for repairs in the first week of may and was suppose to get my phone back within two weeks.. ended up getting back a month later..so two weeks more on top of the estimated time they told me...but the good news was that ever since i did not have any issues and the phone is a beast.. so even though there was a delay i am happy with the outcome and work they did on the phone
Click to expand...
Click to collapse
What country are you in?
Many people in the UK have said they've recieved their device back within two weeks.
Anyway, HTC quoted me a 7 working days turn around time and i'm sending it off tomorrow morning, heres to hoping.
TommUK said:
What country are you in?
Many people in the UK have said they've recieved their device back within two weeks.
Anyway, HTC quoted me a 7 working days turn around time and i'm sending it off tomorrow morning, heres to hoping.
Click to expand...
Click to collapse
UK mate
Sent from my HTC One X using Tapatalk 2
I'm in UK, they sent it to regenersis in huntingdon, firstly for a misaligned front speaker hole (which i sent them a pic of) and dead pixel.
It said repaired etc on the website a few days after they received. Spoke to the htc live chat, and asked what had been done to it. 'The software was reflashed'
It was returned to me a few days later, no different to when i sent it off.
I resent the phone eventually (to same place, regenersis) as it developed the wifi antenna problem as well. The repair tracking website was never updated, and live chat didn't have a clue what was happening with the phone. 2 weeks later the phone turned up at work. Unrepaired again. Zero difference.
I'm currently in the process of arranging a replacement from HTC instead.
lawrence750 said:
I'm in UK, they sent it to regenersis in huntingdon, firstly for a misaligned front speaker hole (which i sent them a pic of) and dead pixel.
It said repaired etc on the website a few days after they received. Spoke to the htc live chat, and asked what had been done to it. 'The software was reflashed'
It was returned to me a few days later, no different to when i sent it off.
I resent the phone eventually (to same place, regenersis) as it developed the wifi antenna problem as well. The repair tracking website was never updated, and live chat didn't have a clue what was happening with the phone. 2 weeks later the phone turned up at work. Unrepaired again. Zero difference.
I'm currently in the process of arranging a replacement from HTC instead.
Click to expand...
Click to collapse
Just for all you UK people, if the device has ANY problems in the 1st six months take it back to the retailer and demand a replacement. You might have to push them but ultimately you will be successful . In the first 6 months the fault is considered to have been there since manufacture, after six months it's a bit different.
The Sales of Goods act covers this for you.
Here's a few links that might help
http://whatconsumer.co.uk/the-sale-of-goods-act/
http://whatconsumer.co.uk/shops-responsibility/
HTc repair center here in the us is suck big time, i'm still waiting on my htc one that i sent for repair since July 5th, finally i got an email from them that they ship it back to me, now its gonna take another 6 days before i receive it, they could at least overnight since they took that long to repair it.. never again
HTC EVO View 4G Repaired
My View stop working just like that: I got some strange pop-ups about apps force closing then I decided
to reboot and that got stuck. Pressing power for a long time didn't help. The charging led no longer
lighted up. Pressing all kinds of button combinations didn't help me. The tablet was dead!
This is a refurbished tablet that I bought off Tech4Less. I had it S-OFFed and rooted.
I called HTC customer support to inquire about the repair policy. I could get a box shipped and send
in the tablet for repair (here in the US). I was told that they would quote me the cost per email and
if declined I would have to pay a $35 fee. Well that to me was worth the try. Pay $35 to learn whether
you have a brick or not. I got the box, shipped the tablet to their repair centre and waited. By the
way the Fedex shipping label came for free. So far no costs and no word from HTC, although customer
service promised to send me email about the repair policy. Also the repair centre never acknowledged
receipt of the tablet. This was a few days before 4th of July. Two weeks later I shopped for a new tablet
and got a great deal on a new 2012 Nexus 7 from Staples.
I had given up on my View. No notice of what was going on with the repair; no repair tracking number.
A few days later I was happily unpacking my new Nexus and showing it off to my wife. She remarked
that the HTC repair probably was a hoax and that my old tablet was lost. I checked my email at that
moment and lo and behold threre was an email from HTC stating that the tablet was repaired and on its
way back to me. It mentioned the serial number and a repair number and I was able to use those to
look up the actual Fedex tracking number on their web site. I couldn't believe it... Every day I checked the
progress and eventually I got the box on my doorstep. Indeed, my good old trusty View was working
again. HTC provided a repair sheet and noted that among other minor replacements, the motheroard was
replaced. Wow! And no bill. Yes, really. Maybe a mistake on their part, but lucky for me.
I am very grateful to HTC and can only hope that others are treated similarly.
im not happy at all, since i bought my htc one in june 2013, its been repaired twice , i was suurprised it was collected and returned within 7 days from my door. This 3rd time its been over 10 days, it was howing as "reapired" in the tracking info, but today its showing back "in repair"...whats going on htc?..apparently hey dont have a repair centre here in the uk its in poland :laugh:
htc service center in chennai
Icare service center is having 4 years old and having more than five year experienced htc reapir persons. If you want htc service center in Chennai certainly contact to icare for best services with warranty at cheap rate.
Contact Us
Icare Service Center
Doshi Gardens,
Shop No -3 ,Basement Floor,
No 174, NSK Salai (Arcot Road),
Vadapalani,
Chennai, Tamilnadu 600026
South India
044 - 4203 5177 , +91-98402 00178
Angry
I live in the UK. I sent my HTC One M8 off to UK on the 11th of May 2015. It is now the 9th of June 2015 still haven't received my phone. On their tracking page it says itshe being packed to be returned. It's been on being packed for 2 days now they are seriously p*ssing me off. I haven't had a phone all this time.
Hi
Bought my HTC in April and was happy with it till 2 weeks ago GPS stopped working completely (seeing satellites but no fix despite trying everything). Phone was in original software no unlock made to it.
Send it to HTC service in UK and got message from them with picture that my screen i broken and is not under warranty??? I send them good condition phone (a part of GPS) and now they said its smashed. I have picture of my phone before delivery in good condition but they say is not a proof. Waiting for response from HTC
Sad user
Pedro
panoramixus said:
Hi
Bought my HTC in April and was happy with it till 2 weeks ago GPS stopped working completely (seeing satellites but no fix despite trying everything). Phone was in original software no unlock made to it.
Send it to HTC service in UK and got message from them with picture that my screen i broken and is not under warranty??? I send them good condition phone (a part of GPS) and now they said its smashed. I have picture of my phone before delivery in good condition but they say is not a proof. Waiting for response from HTC
Sad user
Pedro
Click to expand...
Click to collapse
Where did you buy this phone? It's very well possible (although should not be the case) that your phone got cracked during transport..... If that's the case then somehow it is not their fault... but this is a ****ty situation to be in to be honest.
what method of shipping did you use to send it to htc? was it their ups service? or did send it yourself?
at this point if htc don't back down i'd look to the shipping company for compensation - just hope it was insured transit
They did not come to pick it up theirself?
In Belgium they insist that they do the packaging themself. You just sign a paper that it is not damaged (if i remember correctly 5 aspects).
Anyway this is not the first time I hear you story. If you google it, then it has happened a lot.
Hope you get a new phone man
Update
They send UPS courier to pick up phone (was double wrapped in bubble foil and bubble envelope) HTC after I phoned them confirm that package arrive non damage but phone it self smashed!!!! so they raised complaint against UPS will see what gonna happened.
Cheers for support
Pedro