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[Q] How was your experience with HTC repairs and support? Facebook page created!

Hi everyone,
So I have to share my horror story with you all for you to understand how customers can be royally messed with.
This is not a "get back at them" thread but mostly a place where we can post our stories with issues we had and where I can direct you to a Facebook page where everyone can go make their stories public and so we can make them increase their standards of customer service and warranty.
So here is my story with HTC:
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 receipt.
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 but just another way of licking up customers with their companies.
I called HTC USA (as HTC doesn't have any offices in Canada) and fought for an hour until they transferred 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 rebooted 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-Ce...751052?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 post.
Show some support and share your stories, the more posts there are, the more likely they are to help us.

Wow that sucks sorry, but if your these forums why not do all the software fixes yourself?

Yeah I totally understand your point of view. I rooted my Dream in the past and now the Galaxy Nexus but my girlfriend's, I thought, didn't need to be rooted.
Plus, when they are under warranty then I don't see why risk bricking it (if you're good enough, it shouldn't happen) but now that they will be out of warranty, I will root and unlock them for sure.
The only problem is when being repaired, they are updated to the most recent firmware so it makes it a bit harder to root.
Apart from that, the phone that is stuck on the HTC screen is S-ON and is not USB debugging since she had factory reset it herself. Makes it inaccessible from my knowledge right?
The other one is still under warranty and is the one that is rebooting constantly. I don't know whether I'm better off rooting it and installing another firmware or having it corrected by them. It should work out of the box no? Am I being unreasonable for expecting my phones to work? I am also not the first one to experience this, plenty of threads seen on this and other websites...
Anyways thanks for your reply.

HTC Netherlands did a great job for me!
The power-button was not working anymore after the phone fell on the ground. I told them that I want it to be fixed, if it was not getting too expensive. They fixed it and did not charge a penny!

Yeah pven, I guess we should be unbiased and present both sides, fairer that way.
But my case is particularly bad. I ended up rooting her phone and installed the most recent build of cyanogenmod. It rebooted once since but another issue has appeared. When she presses the power button, it locks the screen but sometimes it is actually powered off and needs to go through a short boot process to get back to the home screen.
Also, the phone had been sent to repair the speaker. Turns out they changed the whole board and the speaker isn't fixed. I'll have to put it back to stock ROM, put the original hboot, and unroot it in order to send it back to get it repaired twice.
Surprised she doesn't want to give up on it... after all that has happened, I wouldn't be surprised if would simply forsake HTC altogether... She had an HTC Touch Pro 2 and didn't really like it either so I'm out of options...
As for my DZ, the situation is being corrected with HTC and their contractor. I'm hoping for positive news but it seems it would be going my way. I have a bunch of emails from HTC support that has it going my way at least (them saying it's covered but not for out of warranty damage and a faulty board is not out of warranty damage).
Bottom line, I will think twice before buying a non-nexus device. My Gnex is working like a charm! Too bad the unstable software out-shadowed the amazing hardware of the DZ.

Oh man, this is interesting, i have got my htc phone repaired in China, and all those workers act really nice

[Q]

Hi Guys,
I'm from the UK. I've previously owned a IPhone and I decided to try out Android and I love it. So I then purchased a Samsung Galaxy Note 2 from a local phone shop. I bought the phone brand new and I was the first one to open the seals.
I had the phone for 2 days and today I was getting a message saying mobile network unavailable, emergency calls only, so I restarted the phone and that didn't fix the issue. I then decided to try my friends sim card and that didn't work, so I came to the conclusion that the phone is blocked or blacklisted or reported stolen.
So I went for a trip to the phone shop where I bought it from. The manager tried another sim card and still it wouldn't make a phone call. The manager said he would flash the phone and do a factory reset. So I was waiting for about 45 mins and he came back and the phone had SuperSu installed.
What is SuperSu all about?
is it a illegal software?
Thanks

SuperSu is there when the phone is rooted. I suppose the guy has the phone rooted.

A Heppieboeddah says, the phone has been rooted and while there is nothing illegal or wrong with that (most of us on XDA do it as soon as we get a new phone so we can remove bloatware, install custom ROMs etc), it's not something I would expect a legit phone shop to do as arepair.
I would ask for a refund as it sounds like the IMEI has been blocked, usually meaning it has been reported lost or stolen like you say. Even if it hasn't the phone isn't fit for purpose so you're well within your rights to request a full refund.
Then go buy a new phone from Carphone Warehouse or Phones4U etc, somewhere reputable.
EDIT: I wrote my initial reply on the assumption that you haven't modified the phone in any way and it is 100% stock, but I should have asked first, have you done anything to the phone... like installing custom ROMs? Is so then SU is just part of the rooting process and it may be that you have done something to cause the problem yourself. It would also mean that if you do need to return the phone then you will need to follow certain steps to return it to an unmodified state. Talk us through what, if anything, you have done since buying the phone.

Hi, the phone is stock, I didn't install any custom roms or software. As I was new to Android, I wasn't too sure about rooting.
But I don't understand why he put SuperSu on the phone.

keebb9 said:
Hi, the phone is stock, I didn't install any custom roms or software. As I was new to Android, I wasn't too sure about rooting.
But I don't understand why he put SuperSu on the phone.
Click to expand...
Click to collapse
SuperSU is part of the rooting process like CitizenLee said take phone back demand a refund and go to somewhere reputable and buy a Note 2

curious. after this "repair" the bloke did, could you then make phone calls?
i dont suppose you looked in the settings, about phone, status and noticed if you still had an imei number did you? before and after the "repair"
regardless, i agree with the previous posts and would definitely take it back, get a refund and get one from a known phone shop.

[Q] New to Tmobile - Repair procedure question

Hey everyone,
I recently switched from Sprint to Tmobile and have a question regarding their repair procedures. I have noticed that my charging port is not working correctly as the charger cord will move and not charge the phone if not held in a certain way (found out the hard way when I woke up with a dead phone).
I know with Sprint, there were certain repair stores i would go to and have them look at it and they would give me a new or refurb phone if they found it was an issue that was caused by misuse. To my understanding with Tmobile, i can take it to any Tmobile store and have them look at it. If they see that it is a defect or an issue that wasnt caused by me physically damaging it, they will order me another one that will come in a day or so, is this correct? I have had the phone for about 2 months now.
If this is true, I plan on unrooting my phone and putting stock KK back on the phone. Is there anything else i need or should do? Thanks.

Pretty much. I just did a warranty claim on mine for GPS issues. The following applies if you are on Jump or the insurance program. I took mine into the closest tmo retail store. Mine was rooted when I went in and the rep realized it. He told me he couldn't process the claim for me since he noticed root. That's just a word of warning. So if you're rooted, take it back to stock before going in. But the guy was nice about it and just told me to unroot and take it to another store, or call tmo's technical support number. 1-877-453-1304, or 611 on a tmo phone. I suggest not calling from the phone you are trying to get fixed. I ended up calling and explained the situation to the rep. He walked me through a couple of steps and was super nice about it and processed a claim for me. I had actually done most of the things he suggested so he didn't harp on it and just took my word for it. The new phone was at my door about 12 hours later with a return mailer.

Thanks for the response and I'm glad it worked out for u
Sent from my SM-N9005 using Tapatalk

Unroot it first before going to the service center, they wont fix a rooted unit.

Does Flashing Stock Firmware Tar trip KNOX on the Note 4?

I'm having issues with my phone reverting to 3G after only being on LTE for a minute no matter how good of a signal of LTE I have. This just started today, and I have refreshed the profile, prl. I had the Sprint people remotely update my phone, and they also checked for issues in my area and there are none. I also factory reset/data wiped my phone and it didn't help either.
So before I call Samsung and tell them my issues for a replacement I wanted to try installing the Factory TAR via Odin to see if that might fix it since I guess factory reset may not really touch any corrupt modem/radio files really.
I know that on the Note 3 it didn't trip it, but I was wondering if someone has had the chance to do this yet on ours to see if it tripped it?
I might call Best Buy and tell them my problem and see if they will switch it out for me even though I am out of the 14 day return window. I really don't want to send it back to Samsung and wait a week or more for a new phone.

slickdaddy96 said:
I'm having issues with my phone reverting to 3G after only being on LTE for a minute no matter how good of a signal of LTE I have. This just started today, and I have refreshed the profile, prl. I had the Sprint people remotely update my phone, and they also checked for issues in my area and there are none. I also factory reset/data wiped my phone and it didn't help either.
So before I call Samsung and tell them my issues for a replacement I wanted to try installing the Factory TAR via Odin to see if that might fix it since I guess factory reset may not really touch any corrupt modem/radio files really.
I know that on the Note 3 it didn't trip it, but I was wondering if someone has had the chance to do this yet on ours to see if it tripped it?
I might call Best Buy and tell them my problem and see if they will switch it out for me even though I am out of the 14 day return window. I really don't want to send it back to Samsung and wait a week or more for a new phone.
Click to expand...
Click to collapse
I don't see why it should you are not flashing a custom Rom just the original firmware stock. Your KNOX is in tact now your not rooted your good to go:good:

don't quote me, but I think Knox is tripped when change to a custom recovery, which is what is needed to install a custom rom.
Unless you're rooted, you should be fine. If you are, you've probably already tripped it.

flashing stock tar
Did that fix your LTE issues? Im having the same issue.

slickdaddy96 said:
I'm having issues with my phone reverting to 3G after only being on LTE for a minute no matter how good of a signal of LTE I have. This just started today, and I have refreshed the profile, prl. I had the Sprint people remotely update my phone, and they also checked for issues in my area and there are none. I also factory reset/data wiped my phone and it didn't help either.
So before I call Samsung and tell them my issues for a replacement I wanted to try installing the Factory TAR via Odin to see if that might fix it since I guess factory reset may not really touch any corrupt modem/radio files really.
I know that on the Note 3 it didn't trip it, but I was wondering if someone has had the chance to do this yet on ours to see if it tripped it?
I might call Best Buy and tell them my problem and see if they will switch it out for me even though I am out of the 14 day return window. I really don't want to send it back to Samsung and wait a week or more for a new phone.
Click to expand...
Click to collapse
Nothing you can do will fix the LTE issue. Sprint says it is a Samsung issue with the phones radio firmware and Samsung says it is an issue with the their towers not connecting to the phone properly. I am on my second note 4 with the same issue after Sprint swapped with me. On second phone I went around with them for a week. Finally got to talk to an advanced tech supervisor and he said according to some log only he and others at his level has access to Samsung has said that some Note 4 phones had been flashed improperly. Note by flashing I mean the use of JTAG equipment not some OTA or USB thing we can do. So Sprint advised me to contact Samsung about sending the phone in to be reflashed.
So begins my third week playing phone tag and on hold for 30+ minutes at a time. Finally Samsung admits there maybe an issue with the phone since it happens all over the DFW metroplex. So they tell me to send it in. I ask what the turn around is since it is my only phone and I can't be without it for 2+ weeks. So the Samsung says "I see you are in the Dallas area, just a moment" puts me on hold for another ten minutes. Comes back saying I will email you a service ticket you can print out and then carry it to our service center in east Plano.
So I did that, had to leave the phone with them for 2.5 hours. Went back and they said there is nothing wrong with the phone and that it was reflashed per Samsungs support request. Tested on my way home and got 30's near the repair facility, then down to 10's and singles. About half way to Carrollton back in to the 30's, then back to the singles or lower near my apartment. Just a 1/4 mile north of my apartment I can get 50's.
So neither is willing to offer a solution or even a cause and we are stuck between them. Tomorrow I am going to the Samsung store in Frisco and asking if they can do a swap for an S5 or something. Something to prove that at least Samsung still believes the customer is always right and to keep the customer happy. I am not going to hold my breath though.
Basically one of them dropped the ball on the version of the note 4 and neither wants to take the blame or the backfire that will come from it once made public.
In my case it looks like I am stuck with 20 more payments on a defective phone unless the Samsung store is willing to do something.

Bootloop issues on 13B....Due to motherboard

As most of you know its an issue with phones with a serial of 505 and H/W Rev 1... Didn't know it would happen on Verizon or not... Well i can confirm it. Was browsing YouTube and it randomly froze. Now all it does it bootloop. Verizon was cool to deal with on the issue and didn't try to claim it wasn't a problem.

Surprised no one has asked or said anything...

That sucks. I got a 507 serial, so I hope I will be spared. But it will be difficult if you paid off the phone and are not associated with Verizon anymore. Then you have to mail the phone to LG, and I heard their repair service is pretty spotty.

Still under manufacturer warranty. I am thinking of buying out the phone and going to Googles project fi. Verizon is getting too expensive and big for their britches....

I have a 505 but I am still on he original firmware. I think it is the 10B. Is it the firmware version that causes the problems? I have delaying the update since I got the phone in November.
Sent from my VS986 using Tapatalk

wekurtz74 said:
I have a 505 but I am still on he original firmware. I think it is the 10B. Is it the firmware version that causes the problems? I have delaying the update since I got the phone in November.
Sent from my VS986 using Tapatalk
Click to expand...
Click to collapse
100% sure the answer is no - firmware has nothing to do with it. I had a 505 since the day it was released and I was still running 10B too when the dreaded bootloop issue hit my device a couple of weeks ago. I know others who were running upgraded firmware on Verizon and they got the bootloop issue too.

Yup i got the issue of it bootlooping. I got my replacement every time i do alot of thi gs on my first g4 it will freaze and reboot then a bootloop for a bit

Happened to me in Thursday night. Got my replacement today. I was on rooted 13B on 505

dman1049 said:
Still under manufacturer warranty. I am thinking of buying out the phone and going to Googles project fi. Verizon is getting too expensive and big for their britches....
Click to expand...
Click to collapse
I have been kickin around the idea of switching to project FI also because Verizon is so damn expensive. But I still have my unlimited plan with Verizon, also I am concern with poor coverage.
I also just got mine back from warranty repair this weekend,

The coverage is a little less abundant than Verizon. I noticed I've used less data since going to project Fi. I don't feel like I need to get my moneys worth out of my plan every month.

My Verizon LG G4 505x/v1.0 hardware "pre-order" hit the bootloop issue today. It started with a random reboot while I was going to lunch, another reboot a minute later, then 30 seconds of straight vibrating, then... dead. I've gotten it to show a battery symbol when plugging it in since then, and now it does the same bootloop everyone has mentioned. I've started a replacement via Best Buy's Geek Squad, otherwise I have to mail the phone out to LG, wait for them to assess it, then send me one back. It's already 5-7 days because they're backlogged... which makes me wonder if tons of these have started failing or if stock is just low because the V10 came out a while back.
Does anyone know if Best Buy or Verizon can connect (JTAG method?) to the old phone and extract data from internal storage when it's stuck like this?

LG g4 verizon stuck in bootloop. Pretty much the same thing, I was using an app and it froze and now is stuck.
After a few phone calls Verizon is replacing the device. It was painful though. I had to play dumb and act like I was doing everything "tech" support asked me to do. Even though I already tried everything.
Now the question is with my phone being rooted will they still replace it. Ive had to do a warranty replacement a couple years back and didnt have a problem. Ill update everyone.

This happened to mine about a month ago. I don't know what the serial number was on it, but I got it at Launch. My wife's G4 started having this problem on Friday and her serial number starts with 506. VZW is shipping another.

eastmesawhat said:
LG g4 verizon stuck in bootloop. Pretty much the same thing, I was using an app and it froze and now is stuck.
After a few phone calls Verizon is replacing the device. It was painful though. I had to play dumb and act like I was doing everything "tech" support asked me to do. Even though I already tried everything.
Now the question is with my phone being rooted will they still replace it. Ive had to do a warranty replacement a couple years back and didnt have a problem. Ill update everyone.
Click to expand...
Click to collapse
I sent mine back, it was rooted so we'll see if Verizon charges.

Temporary fix that might work for you guys
I decided to see if I can get my data off my phone using any means necessary and I do mean any means necessary. I was able to get my data off my phone by baking the motherboard. I've included a crappy YouTube video that I made in order to show you that it does work. Hope this helps people out that want to get their data off the phone before they throw it away.
youtu.be/MPDVynnH0zg