Develop Bugs

First day on vacation an I drop my Desire

"Luckily" only the camera doesn't work anymore, I get a black screen when the camera app is started everything else seems fine.
Will have to count in HTC's excellent customer service again when I get home, my 3rd HTC, I dropped each one they got fixed for free let's see what happens with this one...
Sent from my HTC Desire using XDA App

Are you honest when you send them for repair? Or is it a case of "this just stopped working Mr HTC!"?
Be useful to know when I suffer butterfingers...

How high did you drop it from?!
ive dropped mine twice now, once was from only my hand when i was pissed, and the second as i came out of my house and it flew out of its pouch and flipped along the drive it some speed, and it still works perfectly albeit with some nasty dints in the casing.

Dropped mine tonight on bedroom floor from about 5 feet and all is fine
Sent from my HTC Desire using XDA App

6 feet drop onto smooth concrete... one pokemark on one corner and a line on one side.
still works great~
haha

I'm completely honest, with my Touch HD I dropped it in the shower, they first said it would be €75 but when I got it back there was a €0 invoice with it.
I dropped my desire from my hand, I dropped it before on wood floors but this was on the pavement, I'm gonna ask for a replacement backside too as the camera lens is all scratched up.
Sent from my HTC Desire using XDA App

Just got back and contacted HTC, they're picking up the phone tomorrow.
In the mean time I upgraded to FroYo (really liking it), also did a hard reset and the camera started working again but the flash is still kaput (even through the adb shell) I also asked for a new back cover as the lens is scratched.
Will post an update when my precious is fixed

dropped mine last week when driving at ~35km/h on my bike. it fell on its screen, skidded 10 metres on asphalt...and still everything works. it now has some heavy scratches on the casing though. luckily i had a screen protection applied, so the screen is still looking flawless.
built like a tank

HugoTouchHD said:
Just got back and contacted HTC, they're picking up the phone tomorrow.
In the mean time I upgraded to FroYo (really liking it), also did a hard reset and the camera started working again but the flash is still kaput (even through the adb shell) I also asked for a new back cover as the lens is scratched.
Will post an update when my precious is fixed
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How do you go about contacting HTC? Phone or email? Do you just say, I dropped my phone and x isn't working?
How long do they take to get back to you?

porsch1909 said:
How do you go about contacting HTC? Phone or email? Do you just say, I dropped my phone and x isn't working?
How long do they take to get back to you?
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I called them, just selected the language and had to stay on hold for about 2min (without music ) before speaking to someone:
http://www.htc.com/www/CA_Hotline.aspx
And yes, just told them I dropped it and the flash is not working, the guy asked if I tried resetting and then started a repair ticket. Via my phone number he saw that I had called before and verified my address etc.
I have now received a confirmation from the courier of the address and pickup time tomorrow and a form from HTC to add to the package.
The guy said the damage was not covered by warranty (duh) but that's what they said last time too, I (my company ) doesn't mind paying.

HugoTouchHD said:
I'm completely honest, with my Touch HD I dropped it in the shower,
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LOL. you had your phone in the shower?

mcgon1979 said:
LOL. you had your phone in the shower?
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it's fun to watch youtube clips, listen to music, etc. but those car windscreen holders don't work well on wall tiles

lmao the things we do to keep our phone in view 24/7
luckily i haven't dropped my phone. my heart broke every time i dropped my G1 ><
Nice and still flawless... Loving my Desire

I may have been wrong in my opinion of HTC service, I was lucky a few times but ...
This time the pickup went wrong, the driver came 2 hours before the arranged time (he said he waited 1 hour and thought that would make it right or something, if he waited 2 hours I'd have been there!)
So that delayed things.
The day after pickup I noticed HTC's repair tracker displayed "repair complete" which seemed strange, a call to HTC was very confusing, due to a mixup my original ticket was closed, a new one was opened but I could not get it or check it, I would be getting an email with updates ...
After a few days I contacted them again and was told to contact the repair centre, they gave me a number I could check and when I saw that it had nothing about the flash or camera not working only that the housing was damaged!!! Strange 'cause I never said anything about the housing.
When I called back they didn't know anything about the camera but a price for changing the casing was on it's way VIA POST, huh? they apparently did not have my email (very bad communication for an information tech company!) but after giving my email they said they would make a new offer to fix the camera/flash and send it by email.
And that is where I am at now, did not get the email yet and more than a week has passed already, I'm using my Touch HD again, I now know why I didn't miss WiMo ...

Interesting update. I guess they would have to run some sort of a basic diagnostic test on all phones in for repair. Evebn if the repair was just a cosmetic fix like a new glass or something. Hopefully it will be fine. Let us know when you get it back and how much if any it costs and if the fix was good.
Cheers!

You didn't put any protection for your Desire?

titus1 said:
You didn't put any protection for your Desire?
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No, I used to but screen protectors and cases always bug me, I change phones often enough not to need them

After a few more exchanges to get the repair of the camera/flash approved (by mail and paper post) it was finally sent back to me last Friday, obviously I was not notified of a deliver today and the need to pay the repair in cash (€130) so that delivery did not take place.
The courier service apparently can only give "between 9am and 6pm" delivery time so I'll probably get my phone back on Friday, exactly 3 weeks and 2 days since it was picked up for a repair that took less than 3 hours:
Repair at repair center - Started 18-8-2010 13:39:45
Repair at repair center - Finished 18-8-2010 16:15:53
All this is not HTC's fault obviously they only make the arrangements for pickup and repair by the respective companies.
The repair was done by Dynafix and pickup and delivery is done by Dynalogics, 2 companies that are part of the same group but do not communicate well with each other.
But HTC does choose the companies that can do their repairs and I think they should take a closer look at their partners.
To their credit HTC did personally contact me because I indicated a "Very Dissatisfied" on their customer survey and assured me they'd look into my case.

Phew finally got my Desire back, time to start forgetting this sordid episode.
Sent from my HTC Desire using XDA App

I dropped mine from the night table to the carpet, bumped the table while I was asleep and the next day I had a chipped on the top left corner. I email HTC and complained about how easily mine got chipped and scratched. This is what they said.
Dear ****,
Dear Mr. ****, Thank you for contacting our Customer Support Center. With regards to your inquiry, please note that your device HTC Desire was made from the finest materials, and no device can be scratched without external effects. you may dropped your device. however you can visit the nearest service center to check the device for you. We invite you to visit the support area at our Web site. Please go to: http://www.htc.com/www/support.aspx Or you can go to: http://www.htc.com/mea-en/selectcountry.aspx Select your country and then click on the Support tab. Thank you once again for your continued patronage. Best regards, Ahmed El-Nouby HTC MEA Technical Support Team
To send a reply to this message or let me know I have successfully answered your question log in to our ContactUs site using your email address and your ticket number 10SACW33ENA000032.
Sincerely,
Ahmed
And you know where's the nearest HTC Care Center? It's on the next state! So they are useless and just keep giving some BS about high quality material.

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
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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
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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?
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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.

i have recived my 2nd defective replacement in 3 weeks please advise

heres a time line and a brief explantion of things
aug 14th 2010 got brand new and first evo
sept 10th took phone back in to show it had a problem charging, they offered me a brand new replacement but i had to wait about 3 weeks to get one. the charg issue is due to all evos not trickle charging, apparently this is not defective its just how phones are made now
early october 2010 new phone finaly shows up, and has worked great until:
june 29 i discovered my phone wouldnt always charge via usb charge port, sprint tech says this is a known issue and they will replace it for free but they are out of stock, say it will be a few days and they will call me
july 21 i call them and asked why i havent heard from them they said they should have called, they said they did, i said check my call logs they said fine, we didnt call you. they said my refub was in
july 23 i show up to get phone and on the way home i notice the camera has a big yellow spot in the middle of the lcd and it shows up in all my pics and vids so i:
july 23 went back to get anther replacement and they said they would replace it again, but they are on back order again,
july 27the my replacement is in. but i cant makd the trip today
july 28 i make the trip and get my replacement again, later in the day i notice my replacment phone is answering calls on speaker phone. later in the night i decided to find out why.
well it looks like it may have something to do with a bad usb port again and it thinking it is docked
i rebooted a few times and i noticed that the car panel was opening on its own, well i went to settings and disabled this from auto startup and even though car panel isnt auto running now that i can see it still answers my phone in speaker phone.
also i put it on the charger over night and it didnt charge.
in summary, its been almost a month a 2 refurbs later and i am still trying to get a phone that works
i am the guy who asked about a month ago about how i would like to know how to negotiate for a evo 3d, well here i am not getting what i would even consider a fair shake, let alone a awesome one.
so what do folks think my options are?
is getting a evo3d an option? what about a NEW evo, not a refurb.
should i continue to deal with the sprint store, i know its not their fault but this is a 35minute drive one way to go fetch all these broken phones, or should i contact sprint customer support via telephone?

My advice is to call Sprint and bug them until they send you a NEW phone. I'm not saying it will be an easy call to get through, but it might go smoothly if you have this history.
Having said that, I feel like I've seen fixes for the car dock thing . . . but that may require rooting, and after this many replacements I'm sure you're on GB and would have to wait until a root method is developed. (It might come as early as tonight, but it also might never happen.)

My advice is to call Sprint and bug them until they send you a NEW phone. I'm not saying it will be an easy call to get through, but it might go smoothly if you have this history.
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Yep exactly. The same thing happened to me last year. I went through 6 refurbs, all had different problems. Refurbs are horrible, they are never fixed correctly, and if the phone had multiple issues, they will usually only fix one, leaving the other things still broken.
Call sprint, talk to Account Services. Tell them you will cancel your plan if they dont send you out a NEW phone. Tell them you are tired of going into the store every day for another problem with the phone. Also tell them that if they want to keep giving you refurbs, you will keep returning them until you get a perfect phone, whic is stupid for them because it would just be way cheaper to just give you a brand new one.

Mines had the same usb problem, I got a brand new evo on the spot and I was in and out in 30mins.(saw the rep pull out an evo box and took out the phone in the original factory plastic, no refurb)
They're not going to budge on the evo 3d, You can ask for a nexus S since its the next compareable phone to the evo.

potna, I feel your pain. The joke in my shop it that "does it work?" isn't in the refurb checklist before sending them out. I personally have gone through 5 refurbs for one customer over a two week period because every refurb was defective. The District S&R Supervisor ended up BUYING the customer a new Evo. It's gotten to the point that this "swap up" program that offers a Nexus or Shift seems to be the solution. Granted, fixing the Evo's right the first time would have been my choice but I don't make policy.
My suggestion is to either take the Nexus/Shift swap or when you go back to the store have the service manager contact regional to get authorization for a new Evo. This will be much easier than dealing with the red tape that Customer Service will put you through.

[Q] SD card fried up

So I'm chillin last night on my PC with my HOX next to me on the couch when suddenly it restarts and goes into bootloader with some red text under the htc logo. It was stock JB unlocked and would not boot no matter what. If I tied it to my pc and hit recovery it would say SD init fail or something like that.
When trying to restart (done it like 2kk times also tried to do anything in bootloader but nothing seemed to work) it would do random things like getting stuck at the htc logo, getting stuck at the htc logo with red text under it, trying to boot then crashing with a lovely buzz or going directly to bootloader. Also a couple of times it got into a broken bootloader with broken text all over the screen. When I left it at the carrier's store it wouldn't start at all.
Now for the question... Are they going to replace my device? From my tech savvy but not pro point of view the SD card is fried. Not even a month ago the HOX went into service for multiple yellow zones and came back with small cracks on the body which I didn't see at first. The SD is welded to the mobo so the motherboard has to be replaced altogether right? Prying apart my HOX multiple times due to manufacturing problems is not on my agenda. Also the gasket between the screen and the body sits lower now so it gathers dust in the said place. I'm really not enjoying this frankenphone anymore.
It's been just over half a year and my phone's been sitting in service for a cumulative month. That is not cool by my standards.
This is my first HTC and it may be my last. Also I'm thinking of ending a 15Y contract with Orange Romania if I don't get a new device this week.. Very, very sad. Also while waiting for my number to be called at the store, my car got towed and lost another 100E because of this S****Y phone and S****Y service because the only two stores that handle service are downtown and parking is a b***h.

Vladonexxx said:
So I'm chillin last night on my PC with my HOX next to me on the couch when suddenly it restarts and goes into bootloader with some red text under the htc logo. It was stock JB unlocked and would not boot no matter what. If I tied it to my pc and hit recovery it would say SD init fail or something like that.
When trying to restart (done it like 2kk times also tried to do anything in bootloader but nothing seemed to work) it would do random things like getting stuck at the htc logo, getting stuck at the htc logo with red text under it, trying to boot then crashing with a lovely buzz or going directly to bootloader. Also a couple of times it got into a broken bootloader with broken text all over the screen. When I left it at the carrier's store it wouldn't start at all.
Now for the question... Are they going to replace my device? From my tech savvy but not pro point of view the SD card is fried. Not even a month ago the HOX went into service for multiple yellow zones and came back with small cracks on the body which I didn't see at first. The SD is welded to the mobo so the motherboard has to be replaced altogether right? Prying apart my HOX multiple times due to manufacturing problems is not on my agenda. Also the gasket between the screen and the body sits lower now so it gathers dust in the said place. I'm really not enjoying this frankenphone anymore.
It's been just over half a year and my phone's been sitting in service for a cumulative month. That is not cool by my standards.
This is my first HTC and it may be my last. Also I'm thinking of ending a 15Y contract with Orange Romania if I don't get a new device this week.. Very, very sad. Also while waiting for my number to be called at the store, my car got towed and lost another 100E because of this S****Y phone and S****Y service because the only two stores that handle service are downtown and parking is a b***h.
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Click to collapse
Heres my advice to you:
I've been a HTC owner for around 3 / 3 and a half years. Absolutely loved them at first but seriously, they've let their standards slip. They've actually publicized the fact that they're crumbling, by sacking half their CEO's so something is obviously seriosly wrong internally.
I love my HOX but will NEVER (atleast for a couple of year) buy a HTC again. They shut dev's down for no reason and with no warning. Their updates are atrocious and they replace parts in service centers that are generic rubbish parts. I know they've replaced friends LCD's with generic LCDs and not the SLCD2.
Some more advice for you, is although it may not be Orange's fault, I would almost certainly (if you really have been with them 15 year) tell them that you are leaving. They WILL NOT, let you go. They will offer you deals that will be unrivaled and you should be put through to a department called "Customer Retention's" if you get here, WINNER WINNER CHICKEN DINNER. You'll easily leave with a much better deal than your on now, and I'm saying that without even knowing what you're getting, this is just how Mobile Providers work.
Hope this helps, best of luck !!

Thanks for the support.. I've done that but I got no reaction whatsoever just the regular "this is all we can do". Probably due to the fact that most of this time the contract was on my parent's name from 99 to 2005. Either way... is the whole motherboard swapped in case of a dead SD? And if so, do they swap the whole device? I've stated firmly that I do not want a repaired device (twice, badly) exactly because of the fact that I can't be sure of the parts used (this last part was not stated)

Very sad
So it's been 16 days now and Orange's service contractor has yet to receive a replacement motherboard. I think I'm going to report this to the police as theft as 15 days is the most they can keep my device in service according to the service contract.
I have also stated that I will only accept a replacement as they have to change the mobo, case and screen. Case and screen due to s****y service the last time. That didn't seem to matter at all. They think I am going to accept a phone entirely built in Romania out of replacement parts. Ha! This time I have the law on my side as they didn't respect our contract. It's gonna be a new phone in retail packaging or nothing.
Gave up on HTC and Orange. I'm only happy that I've just finished med school and I have all the time in the world to file complaints and even to turn up in courts.

What was your 'Uh-Oh' experience like?

I water damaged my HTC 10 and filed and Uh-Oh warranty claim. Unfortunately, It's not going too well (see log below).
I'd love to hear about your Uh-Oh experience, good or not. I'm curious to see if my experience is an unusual one.
7/22 - Claim initiated. I go with the authorization hold method: they place a $600 authorization hold, and overnight the phone to me ASAP (at least, that's what they promised to do in the T&C I signed). Upon receiving my replacement phone, I mail the broken phone to them. After they receive and inspect the phone, the hold is lifted.
7/23 - Hold authorized. For personal reasons, I had to put the hold on a debit card. Brief research revealed that it works just as well, except they actually withhold my money from me instead of simply placing a pending charge to a credit card. No problem, I'd have my $600 back in no time, right?
7/25 - I should have received my phone today, but the repair/swap tracking indicates it hasn't even been sent yet. Out of curiosity, I make a call to customer support. I get a young Indian lady whose English isn't perfect. She got pretty irritated when I asked her to repeat what she was saying because I couldn't understand her. I explained the issue, and she scheduled me for a repair within the next 24 hours. I rolled with it, because I thought that just meant a repair employee was going to look at my case.
7/25 - I called customer support again, because I quickly realized that she had no idea what I was talking about, and vice versa. I clearly understood this support guy, and he opened an escalation case for me. Great, someone was looking at my case. I was successfully lulled into a sense of security, which I soon realized is the sole function of HTC customer service.
7/28 - I get an email from the escalations team. In essence, they said that they were working on it, and they were closing the escalation case. No details, dates or promises. They did say I could "Rest assured that we will work on this for us to ship the phone as soon as possible." Although agitated, I foolishly 'rested assured.' and let it slide. I was leaving for vacation that day anyway, and I had accepted I was taking my frustrating temporary phone with me.
8/2 - After checking daily on the swap status and still no progress past 'request initiated,' I accepted the fact that I would have to take this nonsense with me on vacation. I contact customer support again via online chat - I'm pretty frustrated at this point, but I remain patient and calm to the service employees. The support guy reopened my escalation case, and noted they would be contacting me within 48 hours.
8/6 - After receiving no contact from anyone at HTC, I take it upon myself to take initiative and contact them via online chat (no phone service where I was staying). Of course it was Sunday, and our very busy friends in the RMA department don't work on weekends. I was told to contact during the week if I wanted answers. I decided to call them when I returned home.
8/7 - 3:00 pm - I called customer service, and after explaining my situation for the millionth time, the support lady attempted to get info from the repair department, but they were all 'on a call'. She promised that she would call me within the hour with answers.
8/7 - 5:00 pm - No call. I begrudgingly accepted responsibility for initiating contact again. I explained my situation and how escalations have been no help. I mentioned the many empty promises customer service has made over the past two weeks. My case is transferred to a new 'case manager'. He has a voice that radiates assurance and sounds like sweet molasses. He exercises (exceptional) active listening and empathy skills, and assures me he'll call repairs to find out what's up. He promised that he would call me by Wednesday (8/9) whether or not he had answers.
8/10 - No call, and the final straw

There's another similar thread in this section, I believe.
My uh oh experience sucked yugely.

I'm pretty sure that htc is going under. I love the product but their customer support communication is like a bad lsd trip. Lies, uncertainty, hard to understand English. It's really effed. After a month (yes a whole month) of dealing with calls, chats and emails, I miraculously fixed a digitizer issue I had with my 10 using the electric ignition from a BBQ lighter and gladly told htc to stick it. I pray nothing goes wrong with my phone from here on out because I'd hate to ever contact them again.
Sent from my HTC 10 using XDA-Developers Legacy app

My HTC10 power button is stuck and became hard to press. Saw few people have reported the same problem, so decided to call them and try to claim it on warranty.
Jun.12 - use online chat and they say it will be covered, so they will email me shipping label as soon as my ticket has been process by the RMA department.
Jun.14 - still no shipping label, chat with support, asked me to wait few more days.
Jun.16 - Still no shipping label, chat with support, this time the support took the responsibility and contact the right people and was able to issue me the shipping label during our chat.
Jun.17 - dropped off my phone with UPS.
Jun.22 - phone delivered to RAM center.
Jun.26 - repair status finally shows recieved
Jun.29 - repair started
July.05 - repair done.
July.07 - shipped back to me
July 12 - received.
==== up till this point, I was pretty happy with the experience... HOWEVER.....
After a few days of using, realized the initial problem (power button) is fixed and no complain, but the technician did not put back my digitizer property, the technician only assumes the original adhesive is still there so just press it back, but there is a ribbon cable behind the digitizer that kind of pushing the digitizer up, and the adhesive is no longer holding, so the digitizer slowly gets pushed up and a gap will show up at one corner. I can see that humidity and dust will get in soon or later and I will have more problem, not to mention the soft buttons are hard to press now because I now have to first push the digitizer back to position before the soft button will register my press. So here is the second round of claim:
July.17 - Chat with support on the problem, they open an escalation ticket. Again told me the shipping label will be emailed to me in a day or two.
July.20 - still no shipping label, chat with support, asked me to wait.
July.24 - still no shipping label, chat with support, this time the support said it will be emailed to me within the hour. Indeed it came within the hour.
July.25 - dropped the package off at UPS.
July.31 - arrived at RMA center.
===== NOW, here comes the bad part =====
Aug.08 - Repair tracking still shows "awaiting device", so chat with support, told me their status system has problem and is late for few days, the status will be updated in couple of days.
Aug.14 - Repair tracking still shows "awaiting device", so chat with support, checked with RMA department, said the device is there, and will be repaired and shipped to me by end of the week.
Aug.21 - Repair tracking still shows "awaiting device", so chat with support, checked with RMA, told me their status system has problem and is late for few days, the status will be updated in couple of days. (same thing the other support told me earlier), and I asked how much longer for repair, the support said there is some unexpected delay in RMA department, might take another 2 weeks...........
Sep.12 - Still no update, been chatting with them every week, I have been getting excuses like... RMA system update delay, waiting for parts, hurricane Harvey evaluation, post hurricane reduced work hours..., same excuses week after week. I have waited for 1.5 month, can't take it anymore, told the rep to just return my phone without repair. Rep said ok without any hesitation and contacted RMA department to issue a cancel of repair. And told me I will get return confirmation in 2~3 business day, of course I got nothing in 2~3days.
Sep. 20 - Chat again, this time the rep said they have raised my ticket to high priority and even requested for a new replacement phone for me, told them that's good, but only if I can get my hands on it.
Sep.25 - Got email from HTC, saying they have got my request to return the phone, so they have mailed it out.... WHAT HAPPENED TO THE RAISED PRIORITY AND NEW PHONE??? Whatever, I just want my phone back.
Sep.28 - After 2 months and 2 days without my phone, I got it back, problem still not fixed. Turned it on, it has been factory reset, AND A FXXKING SCREEN BLEED at one of the edges, they BROKE MY PHONE, it just need a glue job, and back with a broken screen. WTF.... But no point of contacting HTC again, they will just keep me waiting for another 2 month till I beg them to return it. I much rather take it to my local shop and speed $100 to replace a new digitizer and get it back within couple of hours.
My experience with HTC Uh-Oh has been TERRIBLE, they promise to take care of you, but it comes with a high price (wasted time and frustration and depreciation of your phone while you wait months till you get it back). I WOULD NOT BUY ANOTHER HTC AGAIN (after my Aria, HTC OneX, HTC8, and now HTC10, and my wife's HTC OneX and U11)
==update== Trying to setup my phone to use, and realized the digitizer is acting weird, it won't let me slide down the notification bar, even after reset. Checking phone info, guess what... the S/N is my phone, but IMEI is no longer the same, checking bootloader, it's LOCKED and S-ON, but my phone is a developer edition, should be UNLOCKED, the last flash date is Aug.14, WTF have you done with my phone, HTC???