There are many threads out there that talk about how awful HTC repair service is. Here's my story:
Bought a Touch Pro2 phone off of eBay. The phone was in decent working condition, but there were some things here and there. There were a few scratches on the screen, dings on the housing, and the when closed, the screen would overlap the keyboard by a mm or so. Otherwise, no problems. I had a free day at work, so I thought, lets try to see what the warranty process is on the phone. It can't be that old. So I called T-Mobile first. No luck. Since I hadn't purchased the phone through them, I don't get warranty through them. Makes sense. I then called HTC. They put in the serial number, and well... The phone was in its last 3 weeks of the 15 month warranty. So Saturday morning, I packed the phone off, and sent it to the repair center via Priority Mail.
The phone got to the repair center on Tuesday. I then started watching my email for a repair quote, or estimate, or whatever. Nothing. That's when I started reading the horror stories. I called HTC service to find out what the status of the phone was on Thursday. The phone was already on its way back! On the phone, I got
- A new keyboard
- New function / home keys
- AND a new touch / digitizer screen!!!
I got the phone in my hands on Friday, less than a week since I had mailed it. Ok.. so what company on earth can claim to have better service than this? All for no cost to me!! Unbelievable!! Way to go HTC! You've made me into a loyal customer!
they do warranty's because of scratch casings? I bought one of ebay and the casing is scratched not sure yet has it hasn't arrived ill call and check when it arrives btw did u habe to pay to ship it? and where did you ship it to?
Kasaki said:
they do warranty's because of scratch casings? I bought one of ebay and the casing is scratched not sure yet has it hasn't arrived ill call and check when it arrives btw did u habe to pay to ship it? and where did you ship it to?
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I don't think they warranty repair scratched casings. In my case, the keyboard was a little messed up. So that was the original repair. When they go through the phone, they either repair things they see as wrong, or they email/call you with a quote to tell you the cost for fixing things not under warranty. In my case, they repaired everything!
You can call 1-888-617-1113 to check whether the phone is under warranty. You ship it to Texas on your own money. They take your credit card number to charge you a "triage" fee in case you don't want repairs and want the phone back. This is up to $39. In my case, like I said, I paid for outbound shipping, but got the repairs and return shipping for free. YMMV.
So does anyone know if there is a time factor for Asurion claims? My e4gt has had a cracked screen for sometime now and when I started a claim months ago I wasn't able to do it due to sudden financial woes... Anyways I would assume that I should still be able too do so, right? I mean I'm still paying for the insurance .. As of just a few days ago I bricked it... So a busted screen that no longer lights up except for the beautiful blue led seems like they may go together I would hope, lol! Anyone have any info on the replacements? This is my first phone with Sprint and before this I had cricket, you just paid 85 dollars and got your replacement right there...
If you have TEP I'd just take it into a repair center.
Asurions rule ia hat there has to be usage on the device your looking to get replaced within he past 60 daya. so if you swapped to an old phone over two months ago, Asurion wont replace it for the $100 deductible unless you put the phone back on. Try going to a cell phone repair store firat though. 3RD party non corporate stores have leeway if they have the parts. theres also some spots that just repair phones for a fee, regardless of insurance or carrier.
Sent from my SPH-D710 using xda premium
NJMoreno22 said:
Asurions rule ia hat there has to be usage on the device your looking to get replaced within he past 60 daya. so if you swapped to an old phone over two months ago, Asurion wont replace it for the $100 deductible unless you put the phone back on. Try going to a cell phone repair store firat though. 3RD party non corporate stores have leeway if they have the parts. theres also some spots that just repair phones for a fee, regardless of insurance or carrier.
Sent from my SPH-D710 using xda premium
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I went to a place called "CPR" Its cell phone repair... the guy told me around 300 w parts and labor.... He told me that parts for these phones are expensive. This was before it was bricked. He said the glass replacement and the digitizer and labor will cost that much... Guy is crazy! I think that's the only place decently close that I know of. But now the phone WILL have to be replaced now that its a paperweight...
evo-t said:
I went to a place called "CPR" Its cell phone repair... the guy told me around 300 w parts and labor.... He told me that parts for these phones are expensive. This was before it was bricked. He said the glass replacement and the digitizer and labor will cost that much... Guy is crazy! I think that's the only place decently close that I know of. But now the phone WILL have to be replaced now that its a paperweight...
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He's quoting you mostly labor then because the digitizer assembly is less than $100 online and it's easy as pie to replace.
confused you trying to fix your glass or get a new phone. If you are trying to obtain a new phone then I suggest you go on Sprints website lookup repair centers in your area and take your phone there first. Give them whatever story you like and see what happens. Then and only then if you can not get them to replace your phone you can go through Asurion or try taking it to a Sprint store and play dumb....
Choices:
Sprint Store: $35 or free replacement
Sprint Authorized repair: Refurb phone in a day or two as long as you have insurance
Asurion: $100
The choice is Yours-----
playya said:
confused you trying to fix your glass or get a new phone. If you are trying to obtain a new phone then I suggest you go on Sprints website lookup repair centers in your area and take your phone there first. Give them whatever story you like and see what happens. Then and only then if you can not get them to replace your phone you can go through Asurion or try taking it to a Sprint store and play dumb....
Choices:
Sprint Store: $35 or free replacement
Sprint Authorized repair: Refurb phone in a day or two as long as you have insurance
Asurion: $100
The choice is Yours-----
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Originally I wanted to get it fixed.. Its bricked now.. I mainly needed to see if anybody knew if there was a time restriction for a claim. I started one a while back but never completed it. I kept using the phone but I bricked it a couple days ago. Now that I have a backup phone to use I was wanting to get it fixed.. I will look at the rapair centers though. Thanks for the info!
I was pretty pleased with Squaretrade when I had my Note 1, as the turnaround was incredibly fast and the repair work was really well done.
Picked up a new warranty for my Note 2 and sadly had to use it rather quickly after getting the phone.
November 27 I filed a claim with Squaretrade for my broken screen. Dumb mistake, set it on my wallet and it eventually hit the kitchen floor. Really didn't seem like much of a drop, but the cracks were there and I figured I might as well file the claim. Now I wish I waited. Had 2 large cracks on the phone and a small chip on the bottom right of the glass.
Everything went off without a hitch, they emailed me the 2nd day UPS label, and off it went. They received it on the 29th with the standard (potentially) "fixed and returned" within 5 days message. It's been 11 days now. I called last week Friday and was told that they were waiting for a digitizer that was to arrive that day and would have my phone out that night. Was pretty happy with that and waited to receive an email with a tracking number. Nothing.
Back on the phone with them today and I'm getting the same story just different ship date. They received the part on Friday, and would hopefully have it repaired and shipped out tonight. It's a cellphone shop and repair depot (Cellular Fantasy in LA, CA), so I'm wondering if they are just backed up with repairs or they don't work weekends? I was also advised that if I want a tracking number I need to call them tonight to ensure it actually went out this time.
So overall I'm probably looking at 13-14 days without my phone. Had I known about the delay, I probably would have waited a month considering the phone actually functioned like normal despite the large cracks.
Anyway, just putting this out there for anyone on the fence about a Squaretrade warranty. I will update with pics of the repaired phone once I finally receive it.
sodomanaz said:
I was pretty pleased with Squaretrade when I had my Note 1, as the turnaround was incredibly fast and the repair work was really well done.
Picked up a new warranty for my Note 2 and sadly had to use it rather quickly after getting the phone.
November 27 I filed a claim with Squaretrade for my broken screen. Dumb mistake, set it on my wallet and it eventually hit the kitchen floor. Really didn't seem like much of a drop, but the cracks were there and I figured I might as well file the claim. Now I wish I waited. Had 2 large cracks on the phone and a small chip on the bottom right of the glass.
Everything went off without a hitch, they emailed me the 2nd day UPS label, and off it went. They received it on the 29th with the standard (potentially) "fixed and returned" within 5 days message. It's been 11 days now. I called last week Friday and was told that they were waiting for a digitizer that was to arrive that day and would have my phone out that night. Was pretty happy with that and waited to receive an email with a tracking number. Nothing.
Back on the phone with them today and I'm getting the same story just different ship date. They received the part on Friday, and would hopefully have it repaired and shipped out tonight. It's a cellphone shop and repair depot (Cellular Fantasy in LA, CA), so I'm wondering if they are just backed up with repairs or they don't work weekends? I was also advised that if I want a tracking number I need to call them tonight to ensure it actually went out this time.
So overall I'm probably looking at 13-14 days without my phone. Had I known about the delay, I probably would have waited a month considering the phone actually functioned like normal despite the large cracks.
Anyway, just putting this out there for anyone on the fence about a Squaretrade warranty. I will update with pics of the repaired phone once I finally receive it.
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I had horror stories with SqureTrade and my Samsung Galaxy 10.1 Tab. There was a well known issue with displays on that device with what looked like wet spots (Newton Ring). Sent back my device a total of three times, and always came back with a replacement screen that had the same exact problem. Wrote Squaretrade corporate of the issue, and they never replied. I am not sure that I will use or recommend SquareTrade again.
I never considered using them for a cell phone, as the turnaround times with no cell phone are not acceptable for me.
Milkman00 said:
I had horror stories with SqureTrade and my Samsung Galaxy 10.1 Tab. There was a well known issue with displays on that device with what looked like wet spots (Newton Ring). Sent back my device a total of three times, and always came back with a replacement screen that had the same exact problem. Wrote Squaretrade corporate of the issue, and they never replied. I am not sure that I will use or recommend SquareTrade again.
I never considered using them for a cell phone, as the turnaround times with no cell phone are not acceptable for me.
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Well, when I did my Note 1 claim, there was an option for waiting for a replacement to be sent and mail back the old phone (though I opted for repair which was quick). Was really hoping this was going to be the case this time, but I understood because this was a new phone that it was going to need servicing rather than replacement. The turn around is pretty unworkable for me with my job and will make me think twice next time. I'm just hoping they do a good job as this wait has been maddening.
For your situation, did you try leaving a review on Reseller Ratings? They seem to respond to complaints there. http://www.resellerratings.com/store/SquareTrade/sort/likes
sodomanaz said:
For your situation, did you try leaving a review on Reseller Ratings? They seem to respond to complaints there. http://www.resellerratings.com/store/SquareTrade/sort/likes
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I would have thought writing corporate would have done it, BUT what the heck, I will give this a shot.
Thanks
Thanks for posting your story, and I'll be interested to hear your updates. I read your original review of Squaretrade, and your story actually motivated me to get coverage of my Note 2. Well, it was also significantly cheaper to insure it through Squaretrade than through AT&T or Best Buy ($90 for 2 years and $100 deductible is reasonable). I know Squaretrade doesn't cover lost or stolen devices, but that's not why I wanted insurance.
When I first bought coverage, the Note 2 wasn't an option on the website yet. I called customer service and was connected to a well-spoken rep within 30 seconds. He was extremely helpful and recorded my device info and confirmed coverage right on the spot and sent a confirmation email. This was far better customer service than I've ever had when dealing with AT&T.
In the end though I hope to never need to use the insurance *fingers crossed*
Couple questions: Now that you're having your Note II repaired, do you need to purchase coverage again, or do you continue to have coverage but would need to pay another $100 deductible if you file another claim in the future? Also, how stingy are they with the name on the purchase receipt? Although I bought my Note 2 with my debit card, the name on the email receipt was the primary account holder on my family's wireless plan (my father, same last name). I wonder if this may be an issue if I ever file a claim.
UCLAKoolman said:
Couple questions: Now that you're having your Note II repaired, do you need to purchase coverage again, or do you continue to have coverage but would need to pay another $100 deductible if you file another claim in the future? Also, how stingy are they with the name on the purchase receipt? Although I bought my Note 2 with my debit card, the name on the email receipt was the primary account holder on my family's wireless plan (my father, same last name). I wonder if this may be an issue if I ever file a claim.
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You still have coverage for a repair, but if they send you a reimbursement check, your warranty is done. As far as I understand, you are covered for up to the cost of the device. So if I'm not mistaken, the cost of repairs is deducted from that price (~$600) and continues to dwindle upon each use. Only problem I can see with that is they determine the pricing and never tell you the costs. So this repair + parts might be $300, so if I really have a bad accident causing the device to die in the future, I might be refunded $300 (really $200 after deductible). And ya, you will have to pay another deductible.
The warranties are easily transferable for the life of the warranty, so I don't think you'll run into any problems with names on receipts and such.
My main reason for going with Squaretrade is just like yours: price. AT&T is $200 or $250 for deductible on top of their $7 a month. That's quite a lot for an item that always drops in value as weeks go by and newer, fancier phones come out.
best buy is $240 for two years ($10/mo)and no deductible. not necessarily $240 either. $240 is only if you have the phone that long. its only $180 if you have it for 18 mos...
UCLAKoolman said:
Thanks for posting your story, and I'll be interested to hear your updates. I read your original review of Squaretrade, and your story actually motivated me to get coverage of my Note 2. Well, it was also significantly cheaper to insure it through Squaretrade than through AT&T or Best Buy ($90 for 2 years and $100 deductible is reasonable). I know Squaretrade doesn't cover lost or stolen devices, but that's not why I wanted insurance.
When I first bought coverage, the Note 2 wasn't an option on the website yet. I called customer service and was connected to a well-spoken rep within 30 seconds. He was extremely helpful and recorded my device info and confirmed coverage right on the spot and sent a confirmation email. This was far better customer service than I've ever had when dealing with AT&T.
In the end though I hope to never need to use the insurance *fingers crossed*
Couple questions: Now that you're having your Note II repaired, do you need to purchase coverage again, or do you continue to have coverage but would need to pay another $100 deductible if you file another claim in the future? Also, how stingy are they with the name on the purchase receipt? Although I bought my Note 2 with my debit card, the name on the email receipt was the primary account holder on my family's wireless plan (my father, same last name). I wonder if this may be an issue if I ever file a claim.
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best buys warranty is $10/month or $170 for 2yrs, does not cover lost or stolen, and No deductible.
If something were to happen within the first 7 months where they wont fix, send refurbished phone, or give you credit towards a new phone. Which has happened to my brother you get the prorated amount back from them. He got back $170 from his Black tie plan and they also let him pick any phone that was the same price of the dell streak ( $600 at that time). So he got new phone and the money he paid for the black tie plan back since you get a discount if you purchase 2yrs upfront. Not bad deal if you ask me and with the note2 it seems to be one of the few phones that will last 2 yrs at least or with how fast these phones are coming out you will be covered through the black tie protection.
It beats AT&T's insurance plan including several other out there right now, besides there is no B&M store to bring your device to when you need warranty service and no one to yell at in person when something isn't right.
It seems that best buy's insurance would be a slightly better deal if you ever need to file a claim. However I would rather only pay $90 for two years and pay the extra $100 if something breaks down the line. Considering I used my last iPhones case less and never had an incident, hopefully the same will go with my Note. $90 for two years peace-of-mind is basically what I bought.
Got my phone back this morning. I called last night for a tracking number and they said I would get an email within an hour with the information. Unfortunately it never came. Went to work this morning a bit annoyed as I didn't get an email, but received a call that I had an overnighted UPS box waiting for me at home.
Looks like new, so I won't bother with pics. They did all sorts of diagnostics and included screenshot proof (3 pages) of each test they ran. Only thing I am curious about is the battery test conclusion. Since the phone was barely in its second week of use, it was graded as Good rather than Excellent. Just curious what they would consider to be excellent since this is pretty damn close to brand new.
Anyway, besides the long wait (due to being a new phone) and lack of communication towards the end, I am pretty happy with the service. Screen protector and case now applied so hopefully I can keep from paying out another deductible.
*edit* Just a fun side story, but I went to AT&T to get a new micro sim set up, and I was asked to browse around as I waited for someone to be available. Was a bit odd since the store was practically empty besides the 9 employees. A plain clothed Samsung rep was at the store and asked if I was buying a Samsung phone as I was looking at the cases. After informing him I was just waiting for a new sim to put in my Note 2 he spent the next 15 minutes showing me all sorts of features of the phone. Must have been bored as I mentioned a few times I already owned one so selling me further on the features wasn't going to do much. Probably wanted to practice his sales pitch.
Back from the dead.
Dropped my phone yesterday while on the treadmill. It fell, got pulled by the aux cable, then fell a full foot from where it detached. I was thinking, "damn, glad I have a screen protector and case on it." Well, the glass is intact, but it's bleeding internally. Screen is getting worse and worse. Another $100 down the drain to squaretrade.
Or so I thought!
I called them and told them I really didn't want to wait as long as I did last time. They told me I had the option of finding a local shop to repair it at no additional deductible. All I have to do is pay for it, fax them the receipt, and I will be reimbursed as long as it doesn't go over $599. Took all day but found a shop that could have the part in by tomorrow and repaired same day for $360. Fingers crossed. Still impressed.
Sounds like you need an Otterbox Defender case.
scitech09 said:
Sounds like you need an Otterbox Defender case.
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Ya, I ordered the Commuter. Don't want to go through this again.
sodomanaz said:
Well, when I did my Note 1 claim, there was an option for waiting for a replacement to be sent and mail back the old phone (though I opted for repair which was quick). Was really hoping this was going to be the case this time, but I understood because this was a new phone that it was going to need servicing rather than replacement. The turn around is pretty unworkable for me with my job and will make me think twice next time. I'm just hoping they do a good job as this wait has been maddening.
For your situation, did you try leaving a review on Reseller Ratings? They seem to respond to complaints there. http://www.resellerratings.com/store/SquareTrade/sort/likes
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sodomanaz. I wanted to let you know that I finally got around to posting on resellerratings, and THAT seemed to get their attention. They seem to be wanting to resolve my problem now.
Thanks for the advice.
Milkman00 said:
sodomanaz. I wanted to let you know that I finally got around to posting on resellerratings, and THAT seemed to get their attention. They seem to be wanting to resolve my problem now.
Thanks for the advice.
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That's awesome.
For me I just got my phone back today from a local shop. He fried the first screen and had to order another so I had to wait another few days. Shop has sworn never to touch another note 2 though haha. Works flawlessly now and with the commuter, though huge, feels secure like it did when I had one on my note 1.
Anyway submitting my receipt today for reimbursement. Fingers crossed it goes smooth. Gotta say that this warranty has paid for itself multiple times and the lack of deductible on this fix was over the top.
Sent from my SAMSUNG-SGH-I317 using Tapatalk 2
I just had such a fantastic customer service experience with Ensquared cell phone insurance that I felt I owed it to them to let the community hear about it.
The microphone died on my 6 month old S3 (a Brazilian model bought on eBay). Samsung USA advised my to send it to Brazil for service! and the local repair centers said that the necessary parts were unavailable. So yesterday I contacted Ensquared from whom I had purchased a 2 year policy. I assumed that I would send them the phone and they would fix it under the policy coverage.
"No" they said. We don't fix phones, We replace them with a new or refurbished phone.
"But my international Galaxy S3 is not available on the normal market in North America," I said, what happens if you can't get me a replacement?
"We would offer you a 'comparable' alternative."
" What if I'm not happy, with the alternative" I asked, will you send me back my phone or will it have been swallowed in the recycler?
"If you want to hold onto your phone until you get the replacement, we can put a hold on $300 on your credit line which we will release when you send the broken phone back within 30 days after receiving the replacement."
I agreed to this arrangement and was told to expect a call within 3 business days from someone who would tell me what the replacement phone would be. Imagine my delight when less than 24 hours later a Fedex package arrived with a brand-new UK model i9300 in it's original sealed box. Not refurbished but brand new. Total cost, in addition to the annual fee - a $75.00 deductable.
Cool I have as3 with a cracked screen and ensquared insurance
Just I couldn't bear posting with my phone for even a week so I have been delaying getting a replacement
Sent from my SPH-L710 using xda premium
For the UK Guys. Inusrance2go and Insureandgo are both good and cheap. Insureandgos insurance policy is only £39.50 for a year which in includes accidental damage (Liquid Damage too) and theft/ £47 if you want to have breakdown cover too or £62 if you want loss covered also. The excess is a small £25
http://gadget.insureandgo.com/
DramatikBeats said:
For the UK Guys. Inusrance2go and Insureandgo are both good and cheap. Insureandgos insurance policy is only £39.50 for a year which in includes accidental damage (Liquid Damage too) and theft/ £47 if you want to have breakdown cover too or £62 if you want loss covered also. The excess is a small £25
http://gadget.insureandgo.com/
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Thanks for the tip. Have you claimed with them before?
Do they ask you for proof of purchase ? I purchased my phone second hand so don't really have any.
Sent from my GT-I9300 using xda app-developers app
kevz65 said:
Thanks for the tip. Have you claimed with them before?
Do they ask you for proof of purchase ? I purchased my phone second hand so don't really have any.
Sent from my GT-I9300 using xda app-developers app
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I have claimed with Insurance2go before http://www.insurance2go.co.uk/mobile-phone-insurance on the lite cover plan £55 for the year, dropped my Galaxy S2 and the screen broke. Got it repaired and sent back to me within a week. Gone with InsureAndGo on my S3 because they are cheaper. Yes both companies ask for proof of purchase, most insurance companies do. Was it second hand (Ebay) or second hand cash. I believe they'll accept a receipt of the phones purchase from ebay.
Hey folks, had my OP3 for just over a month and wouldn't you know that I dropped a tool on the phone just at the earpiece and the whole screen spider cracked! Totally bummed out.
When talking to customer care they said it could take up to 10 working days, but once creating an RMA they would pay for shipping and then give me an estimate for materials and labor once they finish inspection. Does anyone have any prior opinion with this approach?
On a second option, I purchased a 1 year insurance plan from OnePlus that they offered through a company called Assurant.."On Gard Plus 24".....but when talking to One Plus, they had no contact number for claims!! Only an email for North America. Luckily the email was real and I got a responce, and they will be forwarding my claim to the appropriate division. Has any one gone this route?? (BTW if needed the email is " [email protected] " ).
Or how about just taking it to a phone repair spot and have them order the needed glass? Any one do this with the OP3?
I look forward to hear what options you took and how much was the repair and how long were you with out your phone.
Cheers!
I know I'm not the only one with butter fingers here......
Cracked my screen too, cost was €104 (screen, shipping, work) and the phone was gone for 20 days.
When asking if I can do it on my one they told me the screen isn't sold by OnePlus. So if you find one it's not genuine...
superiscch...thank you for that...that is what I was hunting for. Funny how when my SGS5's screen cracked, it was just one line. Now you compromise the glass and it just shatters!
Update
I got to talk to the insurance provider that was sold with the purchase of the OP3 and customer service was excellent...located in Canada. With the purchase of the insurance, the customer is allowed 2 replacement devices for damages regarding screen or water. This also includes manufacturer defect with unlimited replacement! They will replace your device with either a new one or refurbished model.....so
It's $80 for the insurance.....$75 for the claim. They then send out a replacement to you (2-3 days) and you get to move all your info from the damaged one to the new one and you then send out the damaged one! So your not left without a phone!
At this point I'm thinking this is the best service I have seen in a while! Hope this helps anyone else who has had damage their OP3.
I did receive an 1-800 number but it is with my notes that I don't have access to right now, but if it is needed I will post it LTR.....take care :highfive: