Develop Bugs

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
Click to expand...
Click to collapse
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
Click to expand...
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?
Click to expand...
Click to collapse
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.

[Q] Unbelievable - the LCD cracked!!

Unreal, can't believe this has happened. Bottom right hand side of my phone. Glass is fine and everything works but the key component that lets you see everything.. ruined.
Of course it happened two days before im supposed to fly off on holiday
This is a nightmare, need to now get some answers/fixes whatever.
Who will repair this thing? T-mobile my network provider or HTC? Do I even have a leg to stand on with any of this? Surely my consumer rights have to come into play, all i did was put it for charge and checked it ten minutes later to find it had cracked. If the battery or something has caused it to overheat surely it's their fault?
Can i leave it for two weeks while i go on holiday?
If i leave it for a whole two weeks will someone like the companies i mentioned refuse to fix it because i left it? With all that's going on i would really prefer to leave it till i get back. It won't get worse so this would be the best option for me.
My head is all over the place at the moment - What are my next steps now that i've found the LCD has cracked?
Just to add, i got the phone in November so it hasn't been a year yet.
I would really really, really appreciate any sort of help on this, even the slightest bit!

Sorry to hear, it's an awful feeling when such things happen just at the wrong time.
From other users experience and my you send to htc, which have an awful service center.. A mate and an xda member had his phone with them for a month before they decided to send him a new one, that's after number of phone calls and a believe a letter and from my experience then sent me my phone back in the same state as it was send.
Others have better experience with the network provider. And it shouldn't be a problem at all leaving it 2 weeks, I say that I confidence.
Sent from my Desire HD using XDA

Very reassuring, cheers!
So if HTC tend to give you a new phone then my next step after coming back will be to grab every last bit of data off the thing. Good thing apps are linked to your Gmail account.
I might just see what my network provider says so it gets done quicker. It would be good to have a chance of getting a new phone though, haha.
To be honest I have three ways of sorting this, get it fixed with HTC, get it fixed with t-mobile or try and get it fixed with mobiles.co.uk the place I got it from. Essentially carphone warehouse.
I always prefer going the official route i.e HTC and I may even wait a while for it. Anyway I have to call them first and see what they say.
Again, very helpful cheers.

Send it to htc. The others will forward it to them anyway. The repair centre has vastly improved recently. They changed locations a while ago which slowed everything down but it's much better now. They also send a courier to collect the device the next day (after reporting) so you could send it away now and have it repaired when you return. Hope this helps.
Sent from my Motorola Startac running Atari 2600 software!

Will they just repair it? I had a HD2 a while back and my screen cracked sent it off to HTC for repair they rang me couple days later and told me that accidental damage was not covered by warranty. I asked for it back as they were quoting silly prices. They may try to fob you off with this and try to say it your fault.
Ricey

If the repair centre CAN repair it, they definitely will (that is one of their main performance indicators, repair vs replace). Yes, send it to them direct, cut out the middle man.
If there is no obvious impact that caused the crack, ie it's not your fault, I'd recommend you research heat (?) as a contributing factor and take them down that path, so that they don't spend too much time on the diagnostics. Doesn't sound normal to me, but they may have prior experience.
My only experience of a HTC repair centre was excellent, although it was 2 years ago and for a WM Prophet . They were in front of where I was working at the time and they took 2 days to fix, not replace the phone.
Oh, and install Titanium Backup, and do a full backup to your card.

Cheers for the advice!
Will definitely get in touch with HTC before anyone else. It's got to be a heat issue but what if they refuse? Can i bring my consumer rights into it? The crack looks like someone has pushed on it from behind but there is no outside damage and i was sitting in the room while it was charging; nobody touched it. It was hot when i picked it up but it always gets hot around the back when i charge it. It's definitely a heat issue but god knows what they say.
Hope i can just explain that and they will help.
Haven't rooted my phone so cant get Titanium backup but tbh i might as well root and backup everything thenrestore it all to default.

Should I send to warranty or bear with it?

Its my 6 month of using this phone and last week i have a touchscreen not responsive to touch problem.
It was minor, its in the center of the screen, horizontal from right to left, only a thickness of a usb cable i guess.
It is annoying since i always accidently press that region, and its not the response from the phone i expected(either nothing happen or i accidently goes into other un-intended app).
I went and asked the center, and they said minimum 2 weeks to get the phone back if I send it, or more. reading from other local users in my country, it could take months~
what do you guys will do if you in my place? send to warranty anyway and use nokia? or just bear with it until it is completely messed up?

Send it in mate. You don't want to be frustrated with your phone. And if its covered by warranty it will be worth it.
I had to send mine in 3 times. It wasn't very nice using my mums old purple Samsung, but now I have a brand spanking new HOX and couldn't be happier!
By the way, take some good close up pics of the whole phone before you send it in, (if you do send it in)incase they damage it.
Then when it comes back, take your time and inspect it very close, screen and case! :cyclops:

thanks for the reply mate. i guess i'll send it and bear without smartphones for a few weeks. how long does it take for you to get it back for each time you send out?

Send it.
But is your phone locked? If not, this could be a plroblem.

LuffyPSP said:
thanks for the reply mate. i guess i'll send it and bear without smartphones for a few weeks. how long does it take for you to get it back for each time you send out?
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Click to collapse
Usually takes 2 weeks repair time.

repair time usually 2-3 weeks
If your device is developer unlocked this COULD pose to be a problem
Just always mention that this problem is a hardware problem and not software
80% of the time HTC will not have any problem with it and just fix it.

thanks guys. i'm sending it tomorrow.
I had it unlocked but its RE-LOCKED now. but i'm taking my chances as i heard HTC let it go if its hardware problem. so 2-3 weeks it is. i'll be sure to mention hardware problem many times.

LuffyPSP said:
thanks guys. i'm sending it tomorrow.
I had it unlocked but its RE-LOCKED now. but i'm taking my chances as i heard HTC let it go if its hardware problem. so 2-3 weeks it is. i'll be sure to mention hardware problem many times.
Click to expand...
Click to collapse
Where you send to?
Edit: Can you please update me if they willing to repair it? Thanks.

Azwraith7788 said:
Where you send to?
Edit: Can you please update me if they willing to repair it? Thanks.
Click to expand...
Click to collapse
i'm sending it to an authorized dealer where i bought it from. and they are sending it to the service center on every Wednesday.
sure i'll let you know the status when the SC received the unit.

First Problem With My Pixel C - A Whopper!

I've been cruising along through all the betas taking good care of my precious Pixel an 2 weeks after the warranty expired I'm in major trouble. Started with the screen splitting without me making it happen. I never use the feature. Then the only thing on half the screen is snow. (No, I don't use the magnetic keyboard) can't get rid of the split without reboot. Now can't get rid of it at all. Tried factory reset 3 times - no help.
Then the screen stops waking without doing a reboot.
Now it's time to call Google. After being told to try a factory reset again. They apologized and said there's nothing they can do for me. "You should have called before the warranty expired"
SERIOUSLY! Telling I should have called BEFORE I had a problem! Great support Google. Next they tell me the only thing I can do is go to UBreakItWeFixIt and they can take care of it "at a reasonable price". I brought it in and they looked at it like it came from another dimension. After watching the service guy search the Internet for ten minutes looking for parts I'm told I need to leave it a few days for them to research. Now I wait. Spend over $500 on a tablet and 2 weeks after the warranty is up I have a feeling I'm totally screwed.
Anybody been able to get REAL help after the warranty?
Sent from my Nexus 6P using Tapatalk

Joediver53 said:
I've been cruising along through all the betas taking good care of my precious Pixel an 2 weeks after the warranty expired I'm in major trouble. Started with the screen splitting without me making it happen. I never use the feature. Then the only thing on half the screen is snow. (No, I don't use the magnetic keyboard) can't get rid of the split without reboot. Now can't get rid of it at all. Tried factory reset 3 times - no help.
Then the screen stops waking without doing a reboot.
Now it's time to call Google. After being told to try a factory reset again. They apologized and said there's nothing they can do for me. "You should have called before the warranty expired"
SERIOUSLY! Telling I should have called BEFORE I had a problem! Great support Google. Next they tell me the only thing I can do is go to UBreakItWeFixIt and they can take care of it "at a reasonable price". I brought it in and they looked at it like it came from another dimension. After watching the service guy search the Internet for ten minutes looking for parts I'm told I need to leave it a few days for them to research. Now I wait. Spend over $500 on a tablet and 2 weeks after the warranty is up I have a feeling I'm totally screwed.
Anybody been able to get REAL help after the warranty?
Sent from my Nexus 6P using Tapatalk
Click to expand...
Click to collapse
Out of interest, when was your Pixel C made? What's the first 2 characters of your serial number?

I had the exact same issue. Half the screen was "snow". At first I could solve by rebooting but it gradually got worse. It's hardware. Sometimes it would respond to pressure on the screen and it happened even when booting. I finally had to RMA it.
UBreakItWeFixIt is a new development. When I broke my screen they told me I had to take it somewhere for service but they couldn't tell me where. That seemed really odd, apparently even to them. They RMAd that one for the cracked screen.
I really appreciated that last RMA. But I've been through about five of these and never returned one for any trivial reason.
But I still love my Pixel C.

Joediver53 said:
I've been cruising along through all the betas taking good care of my precious Pixel an 2 weeks after the warranty expired I'm in major trouble. Started with the screen splitting without me making it happen. I never use the feature. Then the only thing on half the screen is snow. (No, I don't use the magnetic keyboard) can't get rid of the split without reboot. Now can't get rid of it at all. Tried factory reset 3 times - no help.
Then the screen stops waking without doing a reboot.
Now it's time to call Google. After being told to try a factory reset again. They apologized and said there's nothing they can do for me. "You should have called before the warranty expired"
SERIOUSLY! Telling I should have called BEFORE I had a problem! Great support Google. Next they tell me the only thing I can do is go to UBreakItWeFixIt and they can take care of it "at a reasonable price". I brought it in and they looked at it like it came from another dimension. After watching the service guy search the Internet for ten minutes looking for parts I'm told I need to leave it a few days for them to research. Now I wait. Spend over $500 on a tablet and 2 weeks after the warranty is up I have a feeling I'm totally screwed.
Anybody been able to get REAL help after the warranty?
Sent from my Nexus 6P using Tapatalk
Click to expand...
Click to collapse
I try getting your RMA request pushed up the ladder to higher up employee and not a standard support bod. Your so close to the end of warranty that good service would be to replace your device. There will be discretionary power to do this.

@Joediver53,
Just so you know you're not the only one to get less than stellar support from Google customer service, here's my tale of woe > https://forum.xda-developers.com/pixel-c/help/screen-issue-t3501862

It's still at the shop....I'll let you know

While waiting for the shop to let me know what the story is I checked and found that I purchased it with my AMEX which will give me an extra year of warranty. I'm waiting until I get the estimate but then I'll try elevating the problem to a supervisor because even though AMEX will reimburse me I'd rather not pay the extra $100 for the 64gb version. Mine is the 32gb and I've never had a problem with space.
I'll be sure to post the results and the first 2 digits of the sn.

Joediver53 said:
While waiting for the shop to let me know what the story is I checked and found that I purchased it with my AMEX which will give me an extra year of warranty. I'm waiting until I get the estimate but then I'll try elevating the problem to a supervisor because even though AMEX will reimburse me I'd rather not pay the extra $100 for the 64gb version. Mine is the 32gb and I've never had a problem with space.
I'll be sure to post the results and the first 2 digits of the sn.
Click to expand...
Click to collapse
YouBreakIFix called and said they can't even find parts for the Pixel C.
Called Google again and escalated the issue. I should hear back in 24-48 hours
Serial number ends in 59.

Solved!
Just to update anyone who's interested. I just received a follow up email from Google with a link to order a replacement Pixel C. They just put a hold on your credit card for the full amount until the old unit is returned to them. I'm still nervous about using any magnetic wake/sleep cases or the Google magnetic keyboard as it seems the majority of similar problems I've found on the forums revolve around possible poor magnetic shielding on the Pixel. I've asked if they have addressed this issue on the new/refurbished units they are sending out now. Waiting for a reply.
Anyone with a newer Pixel C (within the past 4-5 months) have any problems with magnetic cases/keyboards?

My pixel C has been working great for the past year or so but just noticed my cameras front and back are not working. They are just a black screen.
I did a hard restart. Any other suggestions?

I've never had any problems with mine.... Really surprised and disappointed in whats happening to you guys

souldrainer2021 said:
I've never had any problems with mine.... Really surprised and disappointed in whats happening to you guys
Click to expand...
Click to collapse
That's what I thought until a few weeks ago. Luckily even after the warranty expired I was able to get a replacement
Sent from my Pixel C using Tapatalk

Holy cow! Me too!
Joediver53 said:
I've been cruising along through all the betas taking good care of my precious Pixel an 2 weeks after the warranty expired I'm in major trouble. Started with the screen splitting without me making it happen. I never use the feature. Then the only thing on half the screen is snow. (No, I don't use the magnetic keyboard) can't get rid of the split without reboot. Now can't get rid of it at all. Tried factory reset 3 times - no help.
Then the screen stops waking without doing a reboot.
Now it's time to call Google. After being told to try a factory reset again. They apologized and said there's nothing they can do for me. "You should have called before the warranty expired"
SERIOUSLY! Telling I should have called BEFORE I had a problem! Great support Google. Next they tell me the only thing I can do is go to UBreakItWeFixIt and they can take care of it "at a reasonable price". I brought it in and they looked at it like it came from another dimension. After watching the service guy search the Internet for ten minutes looking for parts I'm told I need to leave it a few days for them to research. Now I wait. Spend over $500 on a tablet and 2 weeks after the warranty is up I have a feeling I'm totally screwed.
Anybody been able to get REAL help after the warranty?
Sent from my Nexus 6P using Tapatalk
Click to expand...
Click to collapse
I have been in complete & utter frustration with the EXACT problem over the last 3 days. It began after I installed the security update. I think this might be a Google issue if others experience the same issue. I KNOW it's not broken or cracked or damaged in any physical way. My C was a Christmas gift so no clue if the warranty is still valid, but my gut tells me, either A: the pixel C is an overly delicate product or B: the software patch has a glitch. Keep updating this thread with your resolutions and I'll do the same.

Joediver53 said:
That's what I thought until a few weeks ago. Luckily even after the warranty expired I was able to get a replacement
Sent from my Pixel C using Tapatalk
Click to expand...
Click to collapse
Yep, I just had to replace mine a few weeks ago too. It was in warranty, but I had bought it used. Fortunately, I was able to get Google to transfer the ownership to my account. I received a new replacement, hopefully it does not also have the same hardware glitch.

HTC 10 RMA nightmare

Hi everyone. Posting here to share my experience attempting to get a warranty replacement 10. Want to know if anyone is also having an issue.
At the beginning of july, i noticed that a 1cm horizontal strip across the top portion of my screen (where the volume rocker is) stopped working. I downloaded a digitizer test app to verify. Did an RUU to make sure it wasnt software related. It wasn't. So i reached out to HTC to start the rma process. I was told at the time that that there werent any replacement phones and had to wait 1-2 weeks. I then waited 2 weeks and called back. What pushed me over the edge was this past monday, i received a marketing email from HTC advertising discounted sale prices on the HTC 10. At this point, i had been waiting for 24 days to hear something from HTC about my RMA. The fact that they'd sell me a phone but had no replacements for me put me over the edge. Since that day I've called them every day to see whats happening. Each call i make results in my being passed between three tiers of service reps. None of which tell me any info that has anything to do with the replacment of my device. I am repeatedly promised tracking info and or calls back from representatives from their RMA team. I haven't received any response.
Any advice out there? Similar experience?
Thanks for listening to me vent...
Sent from my MSM8996 for arm64 using XDA-Developers Legacy app

It took nearly two months to have a new (refurb) device back in my hands. My screen randomly died on my device and it took me 3 hours to even set up a ticket with HTC's abysmal "chat support" on their website. I was not satisfied with their support at all. I submitted a ticket on May 7th and didn't receive my new device till early July. Have you filed and received a ticket number? Try HTC Repair Tracking. Your ticket number/serial number should all be listed in your email if you filed. They are always going to try to repair your device and ship it back over sending you a new one. In fact, I'm fairly certain that the device I received is a refurbished device. My GPS doesn't lock ever (tried factory reset, GPS lock fix app, etc) and nothing worked and I noticed the power button is pushed in and mushy. Hey but at least the screen is operational, right?!
Just this morning I decided I'm going to unlock the bootloader and reflash the radio to try to get the GPS to work. I noticed this device came S-OFF directly from HTC's repair center. Great quality assurance. /s Definitely not going to file another RMA just to wait 2 more months.
All I can say is get a loaner phone if you can while you wait for your phone to be fixed, because it'll take months to get something back.

bacon612 said:
Hi everyone. Posting here to share my experience attempting to get a warranty replacement 10. Want to know if anyone is also having an issue.
At the beginning of july, i noticed that a 1cm horizontal strip across the top portion of my screen (where the volume rocker is) stopped working. I downloaded a digitizer test app to verify. Did an RUU to make sure it wasnt software related. It wasn't. So i reached out to HTC to start the rma process. I was told at the time that that there werent any replacement phones and had to wait 1-2 weeks. I then waited 2 weeks and called back. What pushed me over the edge was this past monday, i received a marketing email from HTC advertising discounted sale prices on the HTC 10. At this point, i had been waiting for 24 days to hear something from HTC about my RMA. The fact that they'd sell me a phone but had no replacements for me put me over the edge. Since that day I've called them every day to see whats happening. Each call i make results in my being passed between three tiers of service reps. None of which tell me any info that has anything to do with the replacment of my device. I am repeatedly promised tracking info and or calls back from representatives from their RMA team. I haven't received any response.
Any advice out there? Similar experience?
Thanks for listening to me vent...
Click to expand...
Click to collapse
Not sure why they won't just try to replace the screen instead of trying to "find" you a replacement device. I don't have much advice to give though unfortunately.
Greckia, that free s-off is a blessing though. It would cost you 25$ otherwise since you're trying to flash radios.

Man...whats happening with this company? This is my fifth consecutive HTC phone over the course of 7 years. Really havent had an issue. I cant believe the experience that im having qith this replacement. Thanks for the replies, guys. Makes me feel a little better that im not the only one. Ill update this thread with the outcome.
Sent from my MSM8996 for arm64 using Tapatalk

My experience is 100% oposite. I had a strange issue with my battery. Since there's no officiall HTC service in my country, I sent my phone to service center that's certified from HTC. First time they replaced the motherboard. Took a week to receive the phone, worked fine for 2 weeks, same issue accured. Took it back to service again, they replaced the battery. I got my phone back in 3 days. I contacted HTC Croatia in the mean time, they said that they are in contact with service center, and if my issue persists I should go to service and simply give them my ID, and I will get a replacement phone. After a week my issue came back. I contacted HTC again, they told me to go to service center and pick up my replacement phone. I asked if I could get a Carbon grey model (mine was Glacier silver because that was the only option at the time). Two days later, a message from HTC Croatia - go, and pick up your BRAND NEW Carbon grey HTC 10 at the service center.
So, it's really about your local HTC center

bacon612 said:
Hi everyone. Posting here to share my experience attempting to get a warranty replacement 10. Want to know if anyone is also having an issue.
At the beginning of july, i noticed that a 1cm horizontal strip across the top portion of my screen (where the volume rocker is) stopped working. I downloaded a digitizer test app to verify. Did an RUU to make sure it wasnt software related. It wasn't. So i reached out to HTC to start the rma process. I was told at the time that that there werent any replacement phones and had to wait 1-2 weeks. I then waited 2 weeks and called back. What pushed me over the edge was this past monday, i received a marketing email from HTC advertising discounted sale prices on the HTC 10. At this point, i had been waiting for 24 days to hear something from HTC about my RMA. The fact that they'd sell me a phone but had no replacements for me put me over the edge. Since that day I've called them every day to see whats happening. Each call i make results in my being passed between three tiers of service reps. None of which tell me any info that has anything to do with the replacment of my device. I am repeatedly promised tracking info and or calls back from representatives from their RMA team. I haven't received any response.
Any advice out there? Similar experience?
Thanks for listening to me vent...
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I can't help you with the RMA process but I may be able to help with your problem. One day, my HTC 10 had the same problem. A part of my screen (I think it was around 1cm thick) stopped working. I downloaded a digitizer app as well and I found out where my screen wasn't working. I started googling and I found a solution. With a quartz lighter you can make it work again (don't ask me why or how). I didn't have a quartz lighter so I used the igniter from the stove. I tried it a couple of times (and electrocuted myself because the housing of the HTC 10 is metal ), reset my phone and it worked again. Until now my screen works 100%. Just make sure the spark really hits the screen and try it a couple of times. You can also find a couple of videos on youtube about it: https://www.youtube.com/watch?v=VERfODYHX3g
Good luck and let me know if it worked for you!

bacon612 said:
Hi everyone. Posting here to share my experience attempting to get a warranty replacement 10. Want to know if anyone is also having an issue.
At the beginning of july, i noticed that a 1cm horizontal strip across the top portion of my screen (where the volume rocker is) stopped working. I downloaded a digitizer test app to verify. Did an RUU to make sure it wasnt software related. It wasn't. So i reached out to HTC to start the rma process. I was told at the time that that there werent any replacement phones and had to wait 1-2 weeks. I then waited 2 weeks and called back. What pushed me over the edge was this past monday, i received a marketing email from HTC advertising discounted sale prices on the HTC 10. At this point, i had been waiting for 24 days to hear something from HTC about my RMA. The fact that they'd sell me a phone but had no replacements for me put me over the edge. Since that day I've called them every day to see whats happening. Each call i make results in my being passed between three tiers of service reps. None of which tell me any info that has anything to do with the replacment of my device. I am repeatedly promised tracking info and or calls back from representatives from their RMA team. I haven't received any response.
Any advice out there? Similar experience?
Thanks for listening to me vent...
Sent from my MSM8996 for arm64 using XDA-Developers Legacy app
Click to expand...
Click to collapse
I literally just went through the exact same issue, end of may, 3/8 wide strip across the volume rockers dead. Long story short, 8 weeks until i could get a new digitizer put in my phone (had to get from taiwan). And i made it a point to contact them every single day and remind them. I asked all the same questions as you, i just harped on them. I used a note 4 and x pure until i got my phone back. i was gonna drop on the 11, but no cdma support had me backing off. I hope you get yours back soon, but dont count on it...harass them, twitter, FB, any other platform you can, make your displeasure known.
Good Luck

Mcbbvb said:
I can't help you with the RMA process but I may be able to help with your problem. One day, my HTC 10 had the same problem. A part of my screen (I think it was around 1cm thick) stopped working. I downloaded a digitizer app as well and I found out where my screen wasn't working. I started googling and I found a solution. With a quartz lighter you can make it work again (don't ask me why or how). I didn't have a quartz lighter so I used the igniter from the stove. I tried it a couple of times (and electrocuted myself because the housing of the HTC 10 is metal[emoji14]), reset my phone and it worked again. Until now my screen works 100%. Just make sure the spark really hits the screen and try it a couple of times. You can also find a couple of videos on youtube about it: https://www.youtube.com/watch?v=VERfODYHX3g
Good luck and let me know if it worked for you!
Click to expand...
Click to collapse
Omg this worked! You are my hero. Now i can cancel the rma. Incredible
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bacon612 said:
Omg this worked! You are my hero. Now i can cancel the rma. Incredible
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Click to collapse
Feel good story of the year. Wow!

bacon612 said:
Omg this worked! You are my hero. Now i can cancel the rma. Incredible
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Click to collapse
Awesome! Glad I could help so you can enjoy your HTC again!

Mcbbvb said:
Awesome! Glad I could help so you can enjoy your HTC again!
Click to expand...
Click to collapse
Yes. I genuinely love my htc 10. I honestly wouldn't have taken an 11 if they offered me one.
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My RMA experience with my wife's HTC 10 was so painful I don't even want to rehash it. I saved all the four or more long chats I had with their support, though, in case I ever feel like going into detail about it. Right now I'm only using my 10 to play music via bluetooth from an SD card while in my car, while remote controlling it from my Pixel.

For my case HTC M7 this was the legacy htc one
My experience is I pass my phone to them due to camera purple tint issue.
And they keep tell me no stock for the lens and drag me for about 45 days and I got back my phone.
Unfortunately, when I received my phone and
I found one of the speaker is not working. I call HTC and their cs request me to send the phone back
and they drag me for another month for that.
So end up I wait for 2.5 months to take back my phone and I found they
make a tiny scratch on my HTC phone screen. It's really sad and hug disappointed to HTC.
and I swear I will never ever get a phone from HTC (I am a super loyal htc senses fans to htc before).
*ps - my case is HTC MALAYSIA

Join the club, been waiting 3 months for a replacement. My device is now out of warranty and the replacement they finally sent me a while ago has a defect I can't ignore so I'm trying to send it back for yet another replacement (hooray for waiting another 3 months while HTC happily takes my money) but the shipping label they provided 3 months ago is no longer working and they promised to send me a new one within 3 days but it's been almost 2 weeks now and I can't send this POS back. Filed dispute 2 months ago with bank and they credited me the full advance replacement fee and it looks like it's there to stay since the bank gave them 2 statement cycles to respond and my credit is still there. I've moved on to Samsung and so far they've been good with me. Since my credit appears to be permanent now, guess I'm keeping the replacement and my original device. Might either sell it or use it as a secondary travel phone. I will no longer purchase HTC products again. I've been with them since the Windows mobile days and they lost a very old and loyal customer. Might I add that I contacted the CEO and she didn't care to reply either. I remember back when Jason Mackenzie was president, he was very responsive and made sure sh1t got fixed if it got to the point where complaints were taken straight to him. Got my M8 fixed that way AND they provided a loaner phone as well. Times have changed.