Develop Bugs

Completely annoyed with HTC warranty

I sent in my phone under warranty because it won't boot or even turn on. It was covered under warranty but because I have a I had a scratch on my screen they would not repair it unless the scratch was fixed. This was not covered under warranty. So in order to get my phone back I had to pay £120 to fix something I didn't want to get fixed in order for them to fix the original fault.
Just if your wondering my phone just died suddenly, I had the sat nav turned on, looked up and the phone was dead. Couldn't turn it on, wouldn't even charge . I was gutted to say the least. And now I have to pay £120 to get it fixed I am absolutely sickened. I won't be buying another HTC after this.
Anyone have any experiences with HTC returns?
Anyone know who I could complain to, because I feel abit hard done by.

That sounds absolutely unacceptable. There's no way they can force you to have a repair you don't want or need.
Make sure to speak to as many people as possible, taking their names each time so you know this is not one customer service agent getting their wires crossed. Try to speak to someone as high up as possible asking each time to be put through to whoever supervises the one you're talking to.
Sounds borderline illegal!

It's like being forced to pay for life support system when you are nearly dead from an incurable illness, and not having the option to terminate your own life. Maybe you should ask them what they would do in the above scenario.

I asked them a few times that I was ok with the scratch but If I didn't get the scratch repaired they wouldn't fix the phone at all.
I would have held out a bit longer on paying but I'm heading off on holiday soon and I want my phone back before then.
Not sure what I can do now though

bacchus_ben said:
I asked them a few times that I was ok with the scratch but If I didn't get the scratch repaired they wouldn't fix the phone at all.
I would have held out a bit longer on paying but I'm heading off on holiday soon and I want my phone back before then.
Not sure what I can do now though
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Very strange
but i guess it could be part of some type of quality control
i.e send in a faulty phone they have to fix everything
I know when i had a problem with my HP laptop It was sent in due to a problem with the motherboard but they ended up replacing the mobo, dvd rom and some other stuff.
I.e for them to fix the device they then need to do extra testing - but if the screen is broke or scratched it may mean testing would fail.... (just my take on it)
eeither way u shouldnt be forced into paying for a repair though - check terms again and then speak to trading standards u may have a claim u could make against them.

bacchus_ben said:
I asked them a few times that I was ok with the scratch but If I didn't get the scratch repaired they wouldn't fix the phone at all.
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Then this is obviously a policy. It should also be one YOU are fully aware of. Ask them to point you to the passage in the warranty documentation you received in the box where this policy is spelled out. If they can't tell them you'll be contacting trading standards. I'd buy myself a cheap £10 pay as you go mobile and use that for now and don't pay them off. You;d be better off not using your data on holiday anyway. Took my phone with me to Paris. Checked email once and used Maps to find my way once and it cost me a bomb

Think they are out of order they cant force u to fix ur screen unless it was completely trashed speak to trading standards asap
Sent from my HTC Desire using XDA App

Aitese said:
Then this is obviously a policy. It should also be one YOU are fully aware of. Ask them to point you to the passage in the warranty documentation you received in the box where this policy is spelled out. If they can't tell them you'll be contacting trading standards. I'd buy myself a cheap £10 pay as you go mobile and use that for now and don't pay them off. You;d be better off not using your data on holiday anyway. Took my phone with me to Paris. Checked email once and used Maps to find my way once and it cost me a bomb
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I've got navigon, co pilot and spotify all three don't need data. So I really want it for my road trip in europe. Thats why I paid but I know it does not leave me in a good bargaining position.
So I was thinking of waiting until I have my phone back before I start threatening HTC with trading standards.
What else could I do?

Try to speak to someone higher up in HTC customer service.
Sounds like extortion to me.

You mention Trading Standards, so I'm guessing you're in the UK.
First, things first, if you didn't buy direct from HTC (Can you even do tihs?) then you MUST deal with the vendor and they MUST (Absolutely, definitely, 100%) sort it out. You purchased it from someone, and the manufacturer is absolutely immaterial.
If you've paid already, you might be a bit screwed, because you probably shouldn't have dealt with HTC directly. If that's the case, then yeah, speak to Trading Standards next. Know your rights, and kick off. E-mail the CEO (Trust me, this helps get things moving) and threaten to take them to small claims. More to the point, mean it - give them time scales to respond and timescales to deal with you. Then, pay your £30 and have your day in court.
I can almost guarantee they won't bother with the hassle over £120 (Small to them, big to us) and you'll get "We'll pay, but we don't accept fault" type letter and a cheque.
Play the game! Companies try to screw us at every step of the way and they need to be told. The law is almost certainly on your side.

hermand said:
You mention Trading Standards, so I'm guessing you're in the UK.
First, things first, if you didn't buy direct from HTC (Can you even do tihs?) then you MUST deal with the vendor and they MUST (Absolutely, definitely, 100%) sort it out. You purchased it from someone, and the manufacturer is absolutely immaterial.
If you've paid already, you might be a bit screwed, because you probably shouldn't have dealt with HTC directly. If that's the case, then yeah, speak to Trading Standards next. Know your rights, and kick off. E-mail the CEO (Trust me, this helps get things moving) and threaten to take them to small claims. More to the point, mean it - give them time scales to respond and timescales to deal with you. Then, pay your £30 and have your day in court.
I can almost guarantee they won't bother with the hassle over £120 (Small to them, big to us) and you'll get "We'll pay, but we don't accept fault" type letter and a cheque.
Play the game! Companies try to screw us at every step of the way and they need to be told. The law is almost certainly on your side.
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Ok I'm based in Ireland but I bought the phone from Clove.
I contacted them first but they said it would be quicker to deal with HTC directly as all they do is send it to them anyway. Either way I would have to send my phone to the UK. I've done returns with Sandisk and Lenovo before and had no issues.

I bet the reason they wanted you to get the screen repaired is because they will then send you a re-conditioned phone. Check those numbers!
Sent from my HTC Desire using XDA App

[Q] Really thinking of buying one, but still a few fears...

Hi, long time lurker, first time poster :3 Iv done a LOT of research on this phone (borderline overkill) but I still have a few questions about it:
1) I read about a problem with the screen where a hairline crack under the top-layer glass would just randomly appear...how normal is this
2) For retailers, how good is Negri, Expansys and L2D2 in terms of warranty? like in the case of said hairline crack? -I live in the US in case that would affect how they would do warranty
I really really want this stunning looking phone xD I already know about the issues with the color tint and radios but they seem like they could possibly be fixed on the software side so I'm not too worried there. I have no experience with the 3 listed companies and I don't want to plop 500-700 for a phone and be left out in the water y'know?
any and all help/input/opinions will be greatly appreciated.

Okay first, I've never gotten this line once I'm thinking it varies from device to device. And also, what carrier are you on?

the all mighty...AT&T

I tried to get a warranty replacement for the vibrator through Negri Electronics and never got a reply.
No hairline crack. I love this phone and learned to live with the weird vibration. I bought from Negri no problem. Besides the warranty thing... I think I wasn't persistent enough with asking them for a replacement. Either way, it shouldn't take more than once to get their attention, and I'm still a little bummed out about it all.
Sent from my Galaxy Nexus

ztm.000 said:
I tried to get a warranty replacement for the vibrator through Negri Electronics and never got a reply.
No hairline crack. I love this phone and learned to live with the weird vibration. I bought from Negri no problem. Besides the warranty thing... I think I wasn't persistent enough with asking them for a replacement. Either way, it shouldn't take more than once to get their attention, and I'm still a little bummed out about it all.
Sent from my Galaxy Nexus
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I know if the screen where to crack on me and they refused me a replacement Id raise hell xD I have the motorola backflip, and while a rock would be a drastic upgrade I decided I would treat myself to a really nice and long lasting phone. Im still a wee bit paranoid about the hairline crack but, who knows. maybe it is just a small number of devices...my heart demands I buy the phone now while my mind tells me to make absolutely sure this wont backfire on me haha

Theres a chance of manufacturing defects with any phone you buy.

martonikaj said:
Theres a chance of manufacturing defects with any phone you buy.
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you have a point. I mean, I know that there's always a chance of such things but I guess the fact that it dose cost quite a pretty penny and got paranoid when I read about the screen crack that I wanted to find out really just how bad it was. I think I'll make the purchase on my next paycheck and hope that I wont get one that will break so easily lol but it's good to know that Negrie and Expansys offer the 1yr warranty just in case

Azure_Nall said:
you have a point. I mean, I know that there's always a chance of such things but I guess the fact that it dose cost quite a pretty penny and got paranoid when I read about the screen crack that I wanted to find out really just how bad it was. I think I'll make the purchase on my next paycheck and hope that I wont get one that will break so easily lol but it's good to know that Negrie and Expansys offer the 1yr warranty just in case
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Thing is, you go to any forum for any new device and you'll see reports of manufacturing defects. You shouldn't be spending your last penny on an unlocked phone for any situation. There will always be a chance you'll buy it and it'll be broken and you won't get a replacement. Just keep it in mind.
If you decide its worth it, then get it!

martonikaj said:
Thing is, you go to any forum for any new device and you'll see reports of manufacturing defects. You shouldn't be spending your last penny on an unlocked phone for any situation. There will always be a chance you'll buy it and it'll be broken and you won't get a replacement. Just keep it in mind.
If you decide its worth it, then get it!
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oh I know I shouldn't spend my last penny on an unlocked phone, I made sure to give myself a good size buffer before I even began thinking about getting it. It ended up being narrowed down to this and the captivate glide but the nexus is just to sexy looking and appealing :3 so yeah...I think with my coming check, I'll be buying myself a nexus! you guys have been a big help
=edit=
one last thing, who dose offer better customer support and the like? Negrie or Expansys? and Im guessing no one has really heard of LD2D xD

the gsm version doesnt really have radio issues, thats the lte version. But i do worry about the screen crack. So far ive been good.

Never heard of a hairline crack but ensquared will also sell you a warranty for the GSM version
Sent from my GT-I9100 using xda premium

I never thought about getting a separate warranty...a surprisingly great idea so easily over looked xD thanks for the tip

[Q] 3rd party warranty?

I'm sure this had been covered, but with the switching forums around, there weren't any relevant hits yet (maybe not fully split forums yet). Are you guys getting 3rd party warranties? I am getting close to a month here and figure I should fish or cut bait...

I have been considering this as well. SquareTrade has the best reputation, but with the cost up front and the deductible I'd have to be pretty sure that I'm going to destroy it in less than 2 years when I can upgrade from my carrier again.
Maybe just buy an otterbox and keep good care of it? Not sure if I trust myself that much, but the otterbox commuter is quite nice.

Eh
I've done a little digging around, but come up with the conclusion that unless you are a notorious phone destroyer, just take good care of it.

Global warranty group

Thanks for all the suggestions - otterbox has saved my butt so many times before, but this is the fanciest phone I've had too...
Do you get that global warranty group insurance through a third party?
Sent from my ASUS Transformer Pad TF700T using XDA Premium HD app

Yes, they are 3rd party. You will have to find someone near you that sells it, as they don't sell direct to consumers. But unlike assurion, they will replace a phone more than once.

A nice perk of AMEX is that they throw on an addition 1 year warranty when purchasing with their card so I decided that would be good enough for me

Bestbuy warranty ftw!

xThe Enforcer said:
Bestbuy warranty ftw!
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Yes I got mine at Best Buy and it's the best one that I've ever had. They don't check flash counters and what not but even so, I got my new phone instantly

Anyone from the UK buy the 64GB version for £549.00?

Seems they got the price wrong and changed it quickly to £479.00 on launch, you would assume they would refund the difference but their support staff are being very cagey with their responses.
Anyone else in this situation or heard anything from Google?

I have an escalation case open with them at the moment for exactly this case. While not exactly, but the cause is the same.
I wanted the 64g, keyboard and type-c cables., but when I saw the price I said, you have to be kidding, thats far more than the 32g in comparison to the US price. Approx £150 more for the extra compared to £80 now.
I ordered the 32g, keyboard and type-c cables, not willing to pay £550
The next morning, I saw it was down to 479, so I tried to cancel the 32g and order the 64g, knowing that only 12hours had been wasted in processing time.
I couldn't cancel and they want 14 days for a refund and I buy the other one and wait another 3 days processing and 2 days shipment.
I wasn't happy and am waiting for them to sort it out. So wont open the boxes until I know. Really poor first experience directly from google.
They should just refund you the differance, as you could send it back, costing them money, but they have been rather intransigent with me so far, so who knows.

scoobydu said:
I have an escalation case open with them at the moment for exactly this case. While not exactly, but the cause is the same.
I wanted the 64g, keyboard and type-c cables., but when I saw the price I said, you have to be kidding, thats far more than the 32g in comparison to the US price. Approx £150 more for the extra compared to £80 now.
I ordered the 32g, keyboard and type-c cables, not willing to pay £550
The next morning, I saw it was down to 479, so I tried to cancel the 32g and order the 64g, knowing that only 12hours had been wasted in processing time.
I couldn't cancel and they want 14 days for a refund and I buy the other one and wait another 3 days processing and 2 days shipment.
I wasn't happy and am waiting for them to sort it out. So wont open the boxes until I know. Really poor first experience directly from google.
They should just refund you the differance, as you could send it back, costing them money, but they have been rather intransigent with me so far, so who knows.
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Yeah, if Google don't refund the difference the tablet will be sent back for a refund, I might have let it go if it was a small difference but £79 is substantial enough to be an issue and worth the hassle.
I've spoken to two people and they're been very unhelpful, they are not clued up and will only go as far as to say they're investigating the issue, bit of a shambles really.

Shocky2 said:
Yeah, if Google don't refund the difference the tablet will be sent back for a refund, I might have let it go if it was a small difference but £79 is substantial enough to be an issue and worth the hassle.
I've spoken to two people and they're been very unhelpful, they are not clued up and will only go as far as to say they're investigating the issue, bit of a shambles really.
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You are more forgiving tham me I have to say.
If it was £20 they should refund, as it was clearly their error, or they are out to screw over their keenest supporters.
I've had no response from them all day today, so maybe its the US support that is great and the UK useless, as I read others have had great support from google in the past.

scoobydu said:
You are more forgiving tham me I have to say.
If it was £20 they should refund, as it was clearly their error, or they are out to screw over their keenest supporters.
I've had no response from them all day today, so maybe its the US support that is great and the UK useless, as I read others have had great support from google in the past.
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Ditto, really unimpressed. Courteous support staff but they have no idea what to do and from what I was told today they don't seem to have the necessary tools to allow them to do a partial refund.
The amount of wasted time and transport in sending out another tablet, just for me to box it up and return it again so that they can process a refund is ridiculous.

PriyanPhoenix said:
Ditto, really unimpressed. Courteous support staff but they have no idea what to do and from what I was told today they don't seem to have the necessary tools to allow them to do a partial refund.
The amount of wasted time and transport in sending out another tablet, just for me to box it up and return it again so that they can process a refund is ridiculous.
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It's ridiculous, not impressed.
They are keeping me updated but it's basically the same information over are over again, they're investigating.
I will give them a few more days into next week and then I'm going to tell them to come and collect it.

Have you both asked for the case to be escalated? Presume so.
Not that it makes a differance, as they have not replied to me since the 10th.
For a premium product and their error, its quite staggering they do not know what to do.
I hope you get it sorted.

scoobydu said:
Have you both asked for the case to be escalated? Presume so.
Not that it makes a differance, as they have not replied to me since the 10th.
For a premium product and their error, its quite staggering they do not know what to do.
I hope you get it sorted.
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Yep, hasn't really helped.
It's just the same response every time, they're investigating, they're going to email the specialist team., etc.

dp? really.

Just received an email confirming that they will refund the £70... half an hour after I RMA'd and dropped the return package off with UPS! FFS.

PriyanPhoenix said:
Just received an email confirming that they will refund the £70... half an hour after I RMA'd and dropped the return package off with UPS! FFS.
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That's really bad timing, I just got the same email.
It's completely their fault for making us wait almost a week without an answer, another day and I would have done the same.
I don't suppose there's any chance of getting that parcel back? If it's just been dropped off you might have a chance, I'd give them ring.
Thank you for your recent order from the Google Store.
During checkout it appears you were charged an additional £70 on top of what we had originally intended the Pixel C to be priced at for your region. We have gone ahead and applied a refund for this amount back to the original payment method used for this purchase. This refund may take a few days to reflect with your financial institution.
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Well sounds like they did the right thing in the end. Although bad timing and so long!
After 6 days, with them ignoring my email, I spoke with support about my screen issue (which they appear to have resolved, still testing) and the support guy fully understood and agreed 6 days was not acceptable.
He stated he would take ownership and give me a proper answer, although thats what the previous guy said too!
Glad it sort of worked out for you both.

Possible to insure mi mix 2?

I'm considering the mi mix 2 but one thing i worry about is replacement parts if anything happens to the phone. So can you get insurance on these just like any other phone?

Use a credit card that provides an extended warranty on purchases.

bagged00 said:
I'm considering the mi mix 2 but one thing i worry about is replacement parts if anything happens to the phone. So can you get insurance on these just like any other phone?
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This is going to vary from each 3rd party that's selling the Mi MIX2.
Basically,the seller handles warranty claims for you,so,additional insurance may not be needed,unless you want damage coverage.
The buyer is usually on the hook for shipping charges on at least sending it in.
Regarding insurance against loss &/or damage,there are 3rd party insurance plans,such as Square Trade & Ascurion:
https://www.squaretrade.com/
https://www.asurion.com/phone-insurance/
Her's a list that has a couple other insurers you may be interested in:
http://www.gadgetreview.com/5-of-the-best-aftermarket-smartphone-insurance-plans

I guess i should clarify im talking insurance from damage like a cracked screen or cracked rear ceramic. Ive never really had any problems with something having to file a warranty. I didnt know if since this phone isnt sold in America if it could be insured or not?

bagged00 said:
I guess i should clarify im talking insurance from damage like a cracked screen or cracked rear ceramic. Ive never really had any problems with something having to file a warranty. I didnt know if since this phone isnt sold in America if it could be insured or not?
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Same thing applies from my previous posts, you'll have to do your homework & check out each insurer/3rd party seller.
It's a bit soon to see individual parts for sale on eBay/etc....
so, if this is a major concern, you'll probably want to wait a month or so before diving in.
My guess is that parts will eventually be available considering this is a global phone & a potentially lucrative market for parts dealers/etc.....

Cool. Thanks for the advice and quick responses. Sucks cause i feel like insurance is kind of a waste of money cause ive never had to use it and i pay 12 a month on my s8+ for it. But i know the moment i dont have it ill have a cracked screen

bagged00 said:
Cool. Thanks for the advice and quick responses. Sucks cause i feel like insurance is kind of a waste of money cause ive never had to use it and i pay 12 a month on my s8+ for it. But i know the moment i dont have it ill have a cracked screen
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Thought you might be interested in this teardown of the Mix2:
http://www.gizchina.com/2017/10/02/xiaomi-mi-mix-2-teardown/
Might be good to bookmark for possible future repairs,perhaps someone local to you could do the screen replacement,if needed.
Still have that matter of parts availability,I'd begin my search on Ali Express/eBay & the like when the time presents itself.