Develop Bugs

[Q] HTC repair service - what's your opinion?

I've had to send my Desire back to HTC last Monday (11/10/10) as the external speaker has failed. They arranged UPS courier pick up and UPS supplied a tracking number which showed it was signed for by HTC on 12/10/10.
Also on 12/10, HTC sent me an email advising they'd received the phone and gave me a repair tracking reference. I logged in to the servioce on 12/10 and it did indeed show 'We have received your phone at HTC service center.'
This is fine, but we are now one week on since HTC reported receiving my phone and the status has not changed. I rang them today and just got fobbed off with "it takes 10 to 15 working days to turn around a repair". I'm not unduly worried, however, I don't see the point of a repair tracking service if it is never updated.
I just wondered what everyone else's experiences were of the HTC repair service and their repair tracking updates?
Cheers.

*** BUMP ***

HTC Repair
I sent my phone in for repair about 4 weeks ago. I had a similar experience as you where it stayed in that status for about 2 weeks! I was phoning constantly in that time, being given expected repair dates, being promised things would be raised as a priority etc, but to no avail. I complained to the customer service team that the updating was poor. The lady agreed but could only promise to pass my comment on to the complaints department and they would contact me in 24 hours. They couldn't be contacted directly.
I had no intention of believing that based on my past experience over the 2 weeks. I rang the head office and asked for the complaints department. I spoke to a really helpful lady who managed to get my phone repaied and back to me in 5 days! This would not have happenned if she didn't help me.
Unfortunately, the repair was unsuccessful. I was reluctant to send it back, but I went via the route of the same person in the complaints department, who set it up as a priority case. I sent if off on a Friday and had it back the next Friday! Fault was fixed.
The best way to deal with them is to constantly ring them as the repair tracking service isn't updated often, whereas they can see other information on their systems. If that doesn't work, ring the complaints department.

Repair: UPDATE
Well, would you credit it, the day after I made my original post HTC updated the repair tracker to say my phone was being repaired. The next day, it was updated again to say phone repaired and being returned to me. That was last Friday and guess what? I still haven't got my phone, but and it is a BIIIIG but...
It's not HTC's fault. They did post it, and gave me a UPS Courier tracking number.
UPS reported the phone being sent from their depot in Tamworth, Staffs. On Monday just gone, it was then reported as being out for delivery to me that day....it never arrived. I rang UPS, they claimed they had tried to deliver it but my office was shut...BULLSH!T! I was ringing them from the office at 4.30pm that day! UPS then said they would reschedule delivery for Tuesday to which I agreed.
Then as I was leaving the office at 5pm, UPS rang me back to say I could call at their local depot (10 miles from me) at 6pm to collect the phone. I agreed and arrived at their office at 6.10pm only for them not to be able to find the phone, then tell me "We're really sorry, but it's still at our Tamworth depot. We'll get it to you tomorrow"
So Tuesday morning rolls round....I get a phone call from UPS at work asking was I planning to call and collect the phone from UPS today. I told them no because they had arranged to deliver it that day.
Then the bombshell. "I'm really sorry sir, we had a break in on one of our vans at the Tamworth depot. Your phone was on that van and has been stolen!"
Can't be helped I suppose, but it doesn't stop me thinking how unlucky can I get!!!
Still, at the end of the day, UPS have admitted it was stolen, so I should get a new replacement or a big fat cheque to buy a new one.
C'est la vie.

LOL - sorry, I shouldn't laugh, that's a horrendous story...
I was curious, did UPS pay out to you?

smeddy said:
LOL - sorry, I shouldn't laugh, that's a horrendous story...
I was curious, did UPS pay out to you?
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Click to collapse
Thanks for the sympathy...lol!
You really don't want to know what a nightmare I've had with HTC since this happened. Suffice to say, it took 6 weeks to get a replacement (refurb) handset (wrapped in bubble wrap in a plastic envelope, my retail box which it was sent in was nowhere to be seen), which they sent WITHOUT a battery (which took another week to arrive...after shouting at them down the phone!!) and now this replacement handset it randomly freezing!!!
I hope you NEVER have to send your handset back to HTC....they have the worst customer service I've ever experienced...EVER!!! Still currently got an ongoing dispute with them. If I ever get a resolution and I have a spare 3 weeks, I might post the whole sorry saga for you all to have a laugh/cry/empathising pat on the back at....if it could go wrong, it did/has/probably still will!!
Let's just say I will NEVER buy HTC again!!!
And no, UPS didn't pay out to me, because the phone was sent BACK to me by HTC, so HTC had to make the claim. So, while they will probably get the full cost of the lost phone, I'm left with a refurb. HTC won't entertain a claim from me as UPS lost the phone and UPS won't entertain a claim from me because HTC were the sender and had to make the claim! I'm stuck between rock and a hard place...but I'm still fighting!!!

My story
Hey! I have a similar story to share! N.B. None of our phones are rooted and only her's was SIM unlocked via a code we purchased.
So since December 2011, my girlfriend (Phone B) and I (Phone A) have both been using HTC Desire Z sold by Bell Canada. I am a Bell user and she is a Rogers user. Mine was bought under my contract and her's was bought by someone else who got a contract to get the phone but sold the phone brand new and gave me the bill.
So we had been using our phones without any problems until I started experiencing issues in July 2011. The screen was not responding and I had to send it (A) for repairs. It was returned and was used without any issue until the next problem popped up (keep reading).
In December 2011, I decided to send my girlfriend's phone (B) since she had been complaining that her earpiece was crackling. So in December, I sent the phone.
I leant her my phone for the time her's was under repair. One night, my phone froze when she loaded a PDF. It restarted fine but the next morning, it was stuck at the HTC screen (A).
I called Bell. In Canada, it turns out carriers are responsible for handling the warranty so they consider that if you are not a customer under the carrier, you can't avail yourself of the manufacturer's warranty. This makes absolutely no sense as the standard product warranty from a manufacturer is 1 year.
I called HTC and fought for an hour until they sent me to a repair unit. With them, they told me that the phone was still under warranty and gave me a work order to send to the subcontractor responsible for repairs.
I sent phone A for repairs. In the meantime, phone B was returned. We sent phone B for repairs unlocked and they returned it locked (new IMEI). I paid to get it unlocked and my girlfriend started using it. She told me that it reboots every 2 minutes. I took a video of it and it is pretty ridiculous. With a Rogers SIM, it reboots every 2 minutes, without a SIM, it reboots every 15 or so. I'm now going to have to send phone B for repairs again and cross my fingers that it doesn't fail again.
Now the pièce de résistance is coming up. I just received a call from the repair company and they are asking 200$ to fix phone A. They consider that a phone under warranty with a work order and sent because of random software failure needs 200$? What is this?
Posted my story on the HTC Canada facebook page and guess what? INSTANT DELETE! Because of this, I started my own Facebook page. We are customers, I bought not 1 but 2 phones from them and look at what they do!
So here it is, the facebook page where all of you should post your stories:
http://www.facebook.com/pages/HTC-Cell-Phone-Issues/302964459751052?sk=wall
If it gathers wind, we might finally get some real help from HTC. I was a BIG fan of them. Until they fix this mess, NEVER again will I buy or advise anyone to buy their products!
Thank you and sorry for the long mail.
Show some support, this might happen to you!
I will be starting a thread to elicit people to share their own stories and hopefully all post on the Facebook page. Can you guys copy-paste your stories? It would help gather some momentum.

[Q] Phone repairs, with cross shipping?

So I called HTC about getting my phone repaired, and they said they'd send me a phone while mine if fixed. I asked to schedule a repair and they directed me to Verizon who directed me to PCD.
When talking to PCD about repairs, they said I'd have to send my phone to them for the repairs (New York office) However I've read several instances where people get duplicate phones sent to them, either brand new or refurb'd.
Anybody who's gotten their phone replaced, can you help me with the process? Especially if you've gotten an SLCD back instead of the AMOLED version since my screen has been burned in.

????????
Unless you have a Nexus One, exactly why are you contacting HTC for a replacement?
I believe the rest of us (and me 2x) call Verizon; tell them the phone overheats, has a bad speaker, or whatnot; and Verizon sends out a phone. You have 10 days to send back your old one once you get it.

HTC Not honoring Warranty

Just wondering if anyone else has had any problems with HTC not honoring their warranty.
My Phone developed a fault a few months ago, where it would get hot and just reboot if it was plugged in. I eventually got round to sending it off and after 2 weeks it came back to the Vodafone shop with a message saying it was not repaired as it had been damaged. So I call the vodafone repair centre for more info and they told me that HTC had indicated that it had been water damaged, this really suprised me as the guys at the Vodafone store had checked the two visible tabs before they sent it out and the guys at Vodafone repair center had also checked for accidental damage before sending it to HTC and found nothing.
Since the phone has come back it is now rebooting all the time not just when charging and HTC won't do a thing the phone has never been in contact with water this is ridiculous the HTC warranty appears to be worth nothing.

HTC can tell if it's been user damaged in most cases, and if so, that doesn't qualify for warranty. Voda has no where near the same tools or understanding of the device. HTC can also call one of the chip manufacturers engineers in to ascertain failures for a second opinion.
------------------------------
- Sent via HTC Desire -

But it hasnt been water damaged, and if it had how could water have got into the internals without passing one of the two external indicators.

I had this exact fault on my phone too. I just called up my provider (Virgin Mobile) and they swapped it, no questions, no inspections, just a direct swap. It's definitely not a water-related issue, the motherboard itself is at fault. You only have to search the issue in Google to find many others with the same problem.

Yep I am aware of this being a very common issue, and it would appear that most other networks are just replacing immediately due to it being such a common fault, not only have Vodafone not done this they are offering me the "REALLY GOOD DEAL" of paying backdated phone insurance of £95 to get a replacement desire, sorry but as this issue is so common and if it was happen again, I dont want to have to pay cough up another chunk of cash, so if I have to pay out I think I should be able to get a different handset.

I'm having the exact problem, and it's specifically HTC AMERICA that is the problem. They are like a rogue nation, not even respecting their corporations own customer legal agreements.
Please see my thread here to read my conversation excerpt with Customer Service and tell me if it sounds anything like the kind of treatment you got. If so, we need to start a list, and I promise you, I am going to swing hard.
I have history. Long story but MacWorld, Wired, others covered it: I organized about 20 nations to pressure Apple back when they had their G4 desktop MDD which made excessive noise to issue replacement power supply units to every owner across the world, for free -- and it was the first time ever in the history of Apple where they issued a product replacement without their being a formal recall. And all of this without one lawyer or lawsuit. I'm just saying....
But it took cooperation, and complete documentation, and there was no way they could win. And I am tired of putting up with this bull**** from HTC AMERICA. They are pond scum who do nothing. HTC China are the brains and design geniuses who built and maintain an amazing company. HTC AMERICA is out to KILL IT.

Get insurance next time.

Meaple said:
Get insurance next time.
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Click to collapse
I did... or thought I did. And made an unfortunate mistake. My last 2 phones I bought insurance through great company called "Square Trade"... Had a warranty problem with -- of all people -- HTC America -- on a 2 week old HTC Hero, and, long story short, Square Trade paid out fully in 48 hours, after a month of hassles with HTC America. (They require you go thru warranty first)
I bought it for the HTC DESIRE, but missed the fine print.... They only cover phones bought in USA... and this was bought from UK vendor... so, even though they accepted the payment, I submitted the proof of purchase, etc, they informed me when I went to try to file insurance claim here "hmm, says you bought this frm UK vendor" "yes i did"
"insurance is void"
So, for that I am technically at fault, but when i went back and checked, it was pretty small print -- and what threw me was, the HTC HERO which was covered by them and paid out by them, was also bought from UK, but it was bought via a USA vendor who imported it... hah hah. So, in any case, it just didn't occur to me that there was a restriction, but i was wrong.
Having said all that, I'm curious:
I always find it odd when people reply as you did. Do you really find that helpful when you are on the receiving end of something equivalent to:
WELL YOU'RE SCREWED THIS TIME, YOU SHOULDA DONE THIS IDIOT.
??
I for one never find it helpful. But, uh, thanks for your typing time.

1-year Free replacement warranty is a fraud and the customer service is really bad

This is my story regarding the HTC-US 1-year free replacement phone warranty, which it failed on me. If you are currently interested in any of their phones, read my story and think again.
I live in USA. About 6 months ago, I broke my phone screen. It's still functional but hurt my finger. I filed a claim for replacing my HTC10 on 11/3/2017 as it’s still within 1-year free replacement warranty. I chose the advance exchange program and I was told I will receive a new phone about 20 days due to high volume demand at that period.
A month later, I did not receive the new phone. I wrote another e-mail to HTC. No response. I called the customer service, the person said there is something they need to sort out so they will call me back. No response. I had no other way and I need my phone to be repaired soon. I found a store to fix the cracked screen for me. That cost me $180.
Since then, I’d heard nothing from HTC. They even hold my credit card balance ($599 value) for more than 3 months. Yet, today (4/19/2018) I received a phone call from someone who claimed to be from the HTC customer service. It’s been more than 5 months.
At first, the customer service staff told me that HTC will send me a new phone with a newer model, HTC U11, with no charge. I said, "Fine, I will take it.". Then that person said you must still have your HTC 10. I said, “Sure I still have it”. Then he said I have to send my HTC10 back to the company so they can send a new phone after they received it. He emphasized, “This is company policy”. The attitude was quite rude and his English accent was kind of hard to understand. I did not agree because I need a phone at any time, and it’s currently working fine (I spent $180 to fix it). I asked why not send the phone first as the program agreed then I will mail the old one back once I received it. That person repeated the same statement and tried to force me to send the phone to them first.
The call ended unpleasantly and I didn’t agree to send the phone back to HTC because it’s too suspicious. How can I trust what you said given that I never receive the phone you promised. How could I know you will send the new phone to me if I send mine to you? Nevertheless, HTC, it’s you fail to fulfill the agreement, which originally, you said you will send me a new phone within 14-20 days. I have the original chat transcript.
I felt very disappointed after receiving that phone call. I really thought I've let it go because my phone is now working fine. But that call with a very rude attitude makes me angry. It doesn't sound they want to settle the dispute but force me to give up the claim. I really couldn’t believe that’s how HTC treats its loyal customer (I’ve bought more than 8 HTC phones). I will post this anywhere on cell phone related forums and report to BBB as well. I hope these actions will get HTC attention and hope they will learn when people start taking action on them.
I hope my story warn you the bitter truth even it's coated sugar. I hope everyone really knows what they spend money for.

HTC has two ways of doing exchanges, one is where you send the phone back and get a new one. Second is they send you the phone under the pretense that you place a hold on your credit card and send them the old phone after you get the new one.
I also had a big issue with HTC, they took over 3 months to send me a new phone (although they did place a hold on my account the same day i filed a claim)
Eventually I did get my phone back. They claimed that the reason it took so long was because they were moving their repair center to Texas, and soon after a hurricane hit Texas, which delayed the process even more.
I agree, they take way too long
yungyeh said:
This is my story regarding the HTC-US 1-year free replacement phone warranty, which it failed on me. If you are currently interested in any of their phones, read my story and think again.
I live in USA. About 6 months ago, I broke my phone screen. It's still functional but hurt my finger. I filed a claim for replacing my HTC10 on 11/3/2017 as it’s still within 1-year free replacement warranty. I chose the advance exchange program and I was told I will receive a new phone about 20 days due to high volume demand at that period.
A month later, I did not receive the new phone. I wrote another e-mail to HTC. No response. I called the customer service, the person said there is something they need to sort out so they will call me back. No response. I had no other way and I need my phone to be repaired soon. I found a store to fix the cracked screen for me. That cost me $180.
Since then, I’d heard nothing from HTC. They even hold my credit card balance ($599 value) for more than 3 months. Yet, today (4/19/2018) I received a phone call from someone who claimed to be from the HTC customer service. It’s been more than 5 months.
At first, the customer service staff told me that HTC will send me a new phone with a newer model, HTC U11, with no charge. I said, "Fine, I will take it.". Then that person said you must still have your HTC 10. I said, “Sure I still have it”. Then he said I have to send my HTC10 back to the company so they can send a new phone after they received it. He emphasized, “This is company policy”. The attitude was quite rude and his English accent was kind of hard to understand. I did not agree because I need a phone at any time, and it’s currently working fine (I spent $180 to fix it). I asked why not send the phone first as the program agreed then I will mail the old one back once I received it. That person repeated the same statement and tried to force me to send the phone to them first.
The call ended unpleasantly and I didn’t agree to send the phone back to HTC because it’s too suspicious. How can I trust what you said given that I never receive the phone you promised. How could I know you will send the new phone to me if I send mine to you? Nevertheless, HTC, it’s you fail to fulfill the agreement, which originally, you said you will send me a new phone within 14-20 days. I have the original chat transcript.
I feel very disappointed after receiving that phone call. I really thought I've let it go because my phone is now working fine. But that call with a very rude attitude makes me angry. It doesn't sound they want to settle the dispute but force me to give up the claim. I really couldn’t believe that’s how HTC treats its loyal customer (I’ve bought more than 8 HTC phones). I will post this anywhere on cell phone related forums and report to BBB as well. I hope these actions will get your attention and hope you will learn when people start taking action on you.
I hope my story warn you the bitter truth even it's coated sugar. I hope everyone really knows what they spend money for.
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Click to collapse

Took 5 months for me. They prematurely charged my card instead after having my card on hold for 3 months. Since I haven't received the phone and they already billed me (it actually posted instead of pending), I wasn't going to be paying it on my credit card bill, it was an easy charge back win. I got my money back, I finally got a new refurbished phone 2 months after. Since I got my money back, I closed my card and felt no longer obligated to send my old phone back. Never going back to HTC devices. Moved on to Samsung, which isn't any better in terms of warranty, but it's not any worse.

Guys thanks for your replies.
As I start to research this issue, I've found more bitter in their game. It seems many people didn't even receive their phones back after sending their phones to HTC for replacement if they intended to use the so-called "HTC UH OH™ Protection" program. If they asked for a repair, some of them might have to wait for several months (or in some extreme case, a year) to get their phone back. This is really ridiculous.
What terrifies me is that they have done this for years but no one had ever won a situation like this even once.
Besides BBB, is there any other customer protection group or foundation that might help a situation like this? Have you guys ever heard any winning case?

yungyeh said:
Guys thanks for your replies.
As I start to research this issue, I've found more bitter in their game. It seems many people didn't even receive their phones back after sending their phones to HTC for replacement if they intended to use the so-called "HTC UH OH™ Protection" program. If they asked for a repair, some of them might have to wait for several months (or in some extreme case, a year) to get their phone back. This is really ridiculous.
What terrifies me is that they have done this for years but no one had ever won a situation like this even once.
Besides BBB, is there any other customer protection group or foundation that might help a situation like this? Have you guys ever heard any winning case?
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Click to collapse
I won, I got a free phone from them. All I had to do was make a call to my credit card provider. They took care of it all for me.

Who at LG can confirm Warranty extension?

My parents both have 5X phones purchased 1/1/2017. One phone has the bootloop issue and wont even bootup. The other still works but has had the bootloop issue periodically. We are coming up on 30months at the end of the month.
When trying the lg repair site, it states that the "device may be passed the warranted period" and to call a number if it was purchased more than 12 months ago. It also says a diagnostic and/or repair fee will be charged if the device does not meet all warranty requirements.
I called the number, the guy seemed to be reading from a script saying the warranty was 12mo from purchase and 15mo from mfr. When I mentioned the 30mo date, he told me to call google nexus support but I had read reports that they just forward you back to LG. He repeated the warranty script again. When I mentioned the 30mo thing again he said that in that case, I should send it in for repair. I asked if he can verify the 30mo and he said no. He said if they won't repair it under warranty, they'll just send the phone back. I asked about the diagnostic fee and he said that only applies to physical damage.
I am a little hesitant to just send it in based on a verbal, but I am coming up on 30mo soon.
Ideally, I'd like to send in one, wait for the other to come back the send in the second one. He said the date is based on when it is mailed out.

eng3 said:
My parents both have 5X phones purchased 1/1/2017. One phone has the bootloop issue and wont even bootup. The other still works but has had the bootloop issue periodically. We are coming up on 30months at the end of the month.
When trying the lg repair site, it states that the "device may be passed the warranted period" and to call a number if it was purchased more than 12 months ago. It also says a diagnostic and/or repair fee will be charged if the device does not meet all warranty requirements.
I called the number, the guy seemed to be reading from a script saying the warranty was 12mo from purchase and 15mo from mfr. When I mentioned the 30mo date, he told me to call google nexus support but I had read reports that they just forward you back to LG. He repeated the warranty script again. When I mentioned the 30mo thing again he said that in that case, I should send it in for repair. I asked if he can verify the 30mo and he said no. He said if they won't repair it under warranty, they'll just send the phone back. I asked about the diagnostic fee and he said that only applies to physical damage.
I am a little hesitant to just send it in based on a verbal, but I am coming up on 30mo soon.
Ideally, I'd like to send in one, wait for the other to come back the send in the second one. He said the date is based on when it is mailed out.
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i sent my girlfriends in for the bootloop and she got it in like 2016 it was past the 12 moths so the 30 moths is real just get a new rep. she got same phone back still had glass screen protector on it just new motherboard.
also they gave free shipping both ways with a prepaid label

I called again and this time the person said the bootloop was covered. Now I asked about the 30mo and she was not familiar. The 30mo ends at the end of the month. I'd like to send one phone back then the other once the other is returned but by then it will be past 30 mo. The agent said she would note it and call to setup the second rma after the first is sent back. Now at no time did they ever ask for proof of purchase so maybe they dont care about the 30mo part.
The other thing, they said that if they find any physical/water damage or the issue is not a boot loop, then we have to pay repair cost or if we decline, we have to pay a diagnostic fee ($19.95) + tax/shipping. The second phone has been having the bootloop issue intermittently so I'm a little concerned that it wont be doing it when they inspect it. I could wait til it gets worse but who knows when this free repair period will end