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] Should I send my G2 to HTC Repair Center? (HTC Warranty Rant/Story)

So the cable between the screen and keyboard that is exposed on the G2 is bent and the touch screen no longer works.
It bent over a period of time. It would always make a click and i thought it was normal. I guess it wore out and bent all the way inward causing the touchscreen to no longer work.
Would repair be covered by HTC warranty?
Since the cable is exposed.. would this be a common problem that affects a small percentage of users? NOPE.. I GUESS IT WAS JUST ME.. I don't know about you guys but that cable being exposed is kind of scary.. so handle with a lot of care!!
Edit: Called HTC and they said my unit is still covered by warranty until about the end of the year so as long as it is not user error, missing void sticker, or unauthorized software.. warranty should cover it.
Would the bent cable be cause of user error? Apparently since the cable is exposed, HTC most likely will decide it is a design flaw or faulty unit because the ribbon cable was never aligned like other G2's i had seen.
BTW.. no T-Mobile warranty so it isn't as easy as going back to T-Mobile and getting it swapped!
I restored to factory settings, Turned S-ON and flashed stock and finally shipped.

Reserved for Final Details!!

Normal use isn't user error. that's only if you treated it improperly.
but if your phone is rooted or has a custom rom, that's going to be a problem

It's stock! COUGH COUGH!!!
Ok well I'm sending it in tomorrow. Will be waiting for HTC's response.

Just got an email that they have sent my G2 back!!!! Repaired or not..
I'm not too sure since i wasn't contacted... meaning either they repaired it because it was still under warranty or they just sent it back unfixed without a single notice! (Which would be really messed up..and horrible Service and also Highly unlikely because they must contact you to charge and authorize a triage fee of 39 dollars to get your unit shipped back unrepaired)
So hopefully HTC fixed it!!! I sent it in on Monday, June 13, 2011. USPS Priority Mail. It got to them yesterday.. because the tracking number said they got it around 9 in the morning. It is now June 16, 2011 and this is what i received in my email! CHECK BELOW
IM HAPPY AS HELL! I was scared/worried that they wouldn't fix it or that they wouldn't return my phone unless i paid the triage fee of $39.
I read so many articles about how crappy and ridiculous HTC Repair Centers are and how long they make you wait..
Until I receive it I will know for sure.
RANT IS OVER....
Here is the email!
Dear Valued Customer,
Thank you for using HTC Repair Services. HTC America is committed to
creating superior products which offer the highest standards of quality,
durability, and reliability.
Your repairs have been completed and your unit has been shipped from our
Repair Center or, if repair options were declined, your unit is being
shipped back without repair.
blah blah blah.. lol well yeah thats enough of my experience. I still haven't received it yet so it is too early to be celebrating.. it should arrive either tomorrow, Monday or the latest Tuesday!

Wow congrats...score 1 for the good guys

Maybe a premature celebration but a tmobile rep told me they never ship a fixed phone back without bein paid (if that applys...which urs doesnt)

smokeuout said:
Maybe a premature celebration but a tmobile rep told me they never ship a fixed phone back without bein paid (if that applys...which urs doesnt)
Click to expand...
Click to collapse
I haven't paid anything.. I guess my unit's warranty covered all the expenses
I didn't even have to pay the TRIAGE FEE ($39.00) WHICH THEY SPECIFICALLY SAID I WOULD BE CHARGED IF THE WARRANTY WAS VOID IN ANYWAY OR IF I REFUSED TO PAY THEIR REPAIR QUOTE AND WANTED MY UNIT SHIPPED BACK TO ME UNREPAIRED!!
Maybe an early celebration, but who knows! Maybe the good guys finally win one! Or maybe their repair centers got a lot better which is very likely since they have been selling devices like hot cakes and most of the stories I read were from the middle of 2010. I guess HTC is stepping their game up this year!

Ill cross my fingers for ya

Thanks!
I called HTC Customer Care today, they told me IT HAD BEEN REPAIRED!!!!! OH YEAH!!
They replaced a rigid flex board? Well thats what the lady on the phone told me lol
That my device was diagnosed and repaired yesterday. Also that it was checked once again for quality assurance (fancy term for "HOLD UP.. did I fix this **** right") and shipped back to me The lady also verified that a tracking number was available! Hurray!! It matched up with the one from my email!
Estimated delivery: Tuesday!! I am so excited!
I can't stand using the nokia 2720 flip phone any longer! Texting is a ***** lol

Alright..i love fairytale endings

I sent my G2 to them to get my Z hinge fixed, they fixed it for free but when I got it back the camera led light was broken.
Sent from my T-Mobile G2 using XDA App

paulwoods1114 said:
I sent my G2 to them to get my Z hinge fixed, they fixed it for free but when I got it back the camera led light was broken.
Sent from my T-Mobile G2 using XDA App
Click to expand...
Click to collapse
They offer a 90 day warranty for any repairs they make! You should have sent it back the minute you noticed it wasn't working.

Oh man that ship has sailed. I didn't know
Sent from my T-Mobile G2 using XDA App

I just got my G2 back due to a busted Mic, it took exactly 10 days for them to repair a mic.... lol. I'm sad that they only fixed the mic.... and nothing extra . Was hoping they would catch the hinge problem, and tighten it up for me :\. But overall the process was smooth. They kept me up to day via Email. Also they updated to Gingerbread lol. Guess it's gunna roll out soon.

Chinam4n said:
I just got my G2 back due to a busted Mic, it took exactly 10 days for them to repair a mic.... lol. I'm sad that they only fixed the mic.... and nothing extra . Was hoping they would catch the hinge problem, and tighten it up for me :\. But overall the process was smooth. They kept me up to day via Email. Also they updated to Gingerbread lol. Guess it's gunna roll out soon.
Click to expand...
Click to collapse
You serious? They updated it to gingerbread!! NOO! That is the last thing i want on my G2.. :/ i want to be able to root it!!!!!!!

tKoHaXoR said:
You serious? They updated it to gingerbread!! NOO! That is the last thing i want on my G2.. :/ i want to be able to root it!!!!!!!
Click to expand...
Click to collapse
You may want to read this! http://www.tmonews.com/2011/06/t-mobile-g2-warranty-devices-shipped-with-gingerbread-in-error/

tKoHaXoR said:
You serious? They updated it to gingerbread!! NOO! That is the last thing i want on my G2.. :/ i want to be able to root it!!!!!!!
Click to expand...
Click to collapse
Yeah, I was afraid of that happening, but hey its better to not have a root for a while than a broken mic whereas the phone is pointless other than texting lol. Just have to sit tight for a bit for a dev to create a root for Gingerbread. Unless HTC puts the unlock bootloader for the G2 with the update. Its a long shot tho...

I will be getting my phone in the mail tomorrow! Hopefully its on froyo and not gingerbread!! Will update post. In the mean time I will be crossing my fingers!
EDIT: NOO! IT ARRIVED AND ITS ON GINGERBREAD 2.3.3!!! :/
Is there any way to downgrade from 2.3.3??

tKoHaXoR said:
I will be getting my phone in the mail tomorrow! Hopefully its on froyo and not gingerbread!! Will update post. In the mean time I will be crossing my fingers!
EDIT: NOO! IT ARRIVED AND ITS ON GINGERBREAD 2.3.3!!! :/
Is there any way to downgrade from 2.3.3??
Click to expand...
Click to collapse
Not at this point... Would require root in order to change the version in the MISC partition, then flash an official zip - kinda self defeating :-(

Carphone Warehouse Repair Tips? (WiFi Issue, Unlocked Bootloader :(

Okay, so for some reason, yesterday my phone randomly decided to present itself with low WiFi signal. I then did a squeeze test, and to my disappointment, it boosted the WiFi bar from one to full which means its the famous hardware issue. Unfortunately, I just recently unlocked my bootloader and flashed a new ROM, which means I will probably experience issues with the warranty process
I will give the phone to CPW with latest RUU and re-locked bootloader and HOPE they don't notice the bootloader's history, or when they do, they acknowledge that software has nothing to do with this fault. I understand if they don't want to fix the phone, but I have heard horror stories of people being charged! My question is, do they fix your phone first, then charge you (and hold your phone hostage) or do they contact me first asking me if I want to go through with a fee? Because if they will hold my phone hostage, I would rather not send it to them and instead send it to my insurance people.
Many thanks in advance, any help is greatly appreciated :/
**Update**
Gave the phone in to CPW - 10 days later, they said they repaired it. All they did was a factory reset .. and delete all my data. I still have the same WiFi problem!

Usualy, they will just fix the phone if you take it to a cpw store that has a repair center instore, then it wont go anywhere near htc, and hopefully they will fix it within a few days, but if it is sent away, they will never 'hold your phone hostage', if you send it off and their ends up being a chargeable repair, they will consult with you first, and if you decline they will send the phone back to the store
source: cpw retail staff for 2 and a half years

coffmad said:
Usualy, they will just fix the phone if you take it to a cpw store that has a repair center instore, then it wont go anywhere near htc, and hopefully they will fix it within a few days, but if it is sent away, they will never 'hold your phone hostage', if you send it off and their ends up being a chargeable repair, they will consult with you first, and if you decline they will send the phone back to the store
source: cpw retail staff for 2 and a half years
Click to expand...
Click to collapse
hey I've developed the same problem as well- and reading your post gave me some hope. I've got a few questions if you don't mind:
- At which circumstances will the "tech hub" send the phone back to HTC?
- If it is a chargeable repair and you decline... what happens to the phone? You said it gets sent back to the store and what do they do with it?
Thank you very much
(sorry if it seems as if I've hijacked, but I didn't want to create another thread for the same problem)

ThatNerdGuy said:
hey I've developed the same problem as well- and reading your post gave me some hope. I've got a few questions if you don't mind:
- At which circumstances will the "tech hub" send the phone back to HTC?
- If it is a chargeable repair and you decline... what happens to the phone? You said it gets sent back to the store and what do they do with it?
Thank you very much
(sorry if it seems as if I've hijacked, but I didn't want to create another thread for the same problem)
Click to expand...
Click to collapse
they send it back to HTC very rarely now actually, if they need the parts they will just order them in, and software problems are usually an easy thing to fix at the repair centers
if its a chargeable repair and you do decline, then the phone will get sent back to store ready for you to collect, they do not charge for this as all transit is done within the company, so there's not delivery charge, and they don't charge for labor, so it wont cost you anything
hope it helps

I've read a post with somebody having the same issue and it was sent to HTC who repaired it for free, in fact I've read a few success stories, if your in the UK you will be fine we have strict rules and if it is not related to software they have to honour the warranty
Sent from my HTC One CMX

Thanks
Thanks for the quick replies! And thanks for reassuring me. I have just sent an email to cpw so I can have written evidence from their address confirming what you have said, and after that, I shall flash RUU, relock bootloader and send it to them *fingers crossed*

kanay2000 said:
Thanks for the quick replies! And thanks for reassuring me. I have just sent an email to cpw so I can have written evidence from their address confirming what you have said, and after that, I shall flash RUU, relock bootloader and send it to them *fingers crossed*
Click to expand...
Click to collapse
keep me updated on how it goes Thanks and goodluck!!!

coffmad said:
Usualy, they will just fix the phone if you take it to a cpw store that has a repair center instore, then it wont go anywhere near htc, and hopefully they will fix it within a few days, but if it is sent away, they will never 'hold your phone hostage', if you send it off and their ends up being a chargeable repair, they will consult with you first, and if you decline they will send the phone back to the store
source: cpw retail staff for 2 and a half years
Click to expand...
Click to collapse
Just to highlight that carphonewarehouse do not fix HTC, IPHONES, BLACKBERRYS on site at any repair center within the company if its a hardware fault.
They do how ever flash the lastest software on htcs, blackberrys but not iPhones on site. (Software related)
If its a hardware fault the handset goes straight back to manufacture through our internal postage system.
They shouldnt notice the handset being tampered with aslong as your have reverted back to original software and relocked the bootloader.
I have had two of my one xs sent back with screen flickering and headset jack fault. Both where rooted and custome software. (Exchanged each time Through the geeksquad insurance express exchange feature )
I'm pretty sure that HTC do not reconise the WiFi issue that people have been having ad a replacment issue.
I wouldn't be suprised if they sent it back with nothing been done.
It is only certain batches that experience that issue, I have had three since launch and never had an issue with WiFi.
Source: current carphonewarehouse employee for 3-4 years.
Sent from my HTC One X using xda premium

jambotech said:
I wouldn't be suprised if they sent it back with nothing been done.
Click to expand...
Click to collapse
Yup, You were right! Nothing was done except a factory reset. What should I do now? Send it back and hope for better?

my HTC 10 died!

so, I go on vacation and put my phone in airplane mode since I'm out of the states. I'm backpacking in Aruba and place my phone in my backpack (contents: clothes, towel, water bottle, food) I took pictures from spot to spot. well I go to take my phone out and it is burning up. I mean super hot. Phone would not wake up/turn on. I was bummed.
Had the phone activated and was using it for a total of 5 days, then placed it in airplane mode when I left the states on the 4th. The 5th is when this saddening event took place. I finally got back into the states and got home on the 13th. I pulled my sim and activated my good ol m8. I noticed the backside of my sim card had brown spots on it. Looked like it was burnt or rust. It wiped off leaving faint spots. Sim card is working in the m8.
Has anyone had any issues and had to have their phone repaired? Apparently HTC says this is covered under warranty...and that if there is any other damage than what I described they will use the uhoh warranty.
I have tried every button combo, plugged in and everything day after day hoping it would turn back on. I do not even get a notification light when plugged in. The PC also doesn't recognize the device.
tldr: phone got super hot and wouldn't cut on. I have to send in for repair
-HTC One m8-

If it's been under 30 days, I'd return it as faulty and get another new one. Take advantage of the option to return it!

JWhetstone02 said:
so, I go on vacation and put my phone in airplane mode since I'm out of the states. I'm backpacking in Aruba and place my phone in my backpack (contents: clothes, towel, water bottle, food) I took pictures from spot to spot. well I go to take my phone out and it is burning up. I mean super hot. Phone would not wake up/turn on. I was bummed.
Had the phone activated and was using it for a total of 5 days, then placed it in airplane mode when I left the states on the 4th. The 5th is when this saddening event took place. I finally got back into the states and got home on the 13th. I pulled my sim and activated my good ol m8. I noticed the backside of my sim card had brown spots on it. Looked like it was burnt or rust. It wiped off leaving faint spots. Sim card is working in the m8.
Has anyone had any issues and had to have their phone repaired? Apparently HTC says this is covered under warranty...and that if there is any other damage than what I described they will use the uhoh warranty.
I have tried every button combo, plugged in and everything day after day hoping it would turn back on. I do not even get a notification light when plugged in. The PC also doesn't recognize the device.
tldr: phone got super hot and wouldn't cut on. I have to send in for repair
-HTC One m8-
Click to expand...
Click to collapse
Did you try holding down the volume up and power button
Sent from my HTC 10 using Tapatalk

I've tried everything. Every possible button combo for at least 10 seconds.
It definitely hasn't been 30 days, and I mentioned to return it, and they kept saying that since it was activated and in use, that they will issue a repair ticket. So that was my only option they gave me. I did call back and get another CSR, but they both asked has it been used and or activated. I didn't want to lie lol
-HTC One m8-

JWhetstone02 said:
I've tried everything. Every possible button combo for at least 10 seconds.
It definitely hasn't been 30 days, and I mentioned to return it, and they kept saying that since it was activated and in use, that they will issue a repair ticket. So that was my only option they gave me. I did call back and get another CSR, but they both asked has it been used and or activated. I didn't want to lie lol
-HTC One m8-
Click to expand...
Click to collapse
let the phone cool off and hold power button and vol down for at least a minute

Delete

jollywhitefoot said:
let the phone cool off and hold power button and vol down for at least a minute
Click to expand...
Click to collapse
lol the phone has been dead for over a week. It has been cooled down enough. Nothing works. No charging led when plugged up (have let it sit overnight) nothing
-HTC One m8-

JWhetstone02 said:
lol the phone has been dead for over a week. It has been cooled down enough. Nothing works. No charging led when plugged up (have let it sit overnight) nothing
-HTC One m8-
Click to expand...
Click to collapse
lol. ok. I just saw 10 seconds and know that's not always long enough to turn the phone on or turn it off and then back on if it gets stuck in a state where the screen is off.

jollywhitefoot said:
lol. ok. I just saw 10 seconds and know that's not always long enough to turn the phone on or turn it off and then back on if it gets stuck in a state where the screen is off.
Click to expand...
Click to collapse
Unfortunately I held it down a long time and nothing happens. Its finally sent off to be repaired. took them 3 days and 5 phone calls to get a shipping label generated...I've never had any troubles with HTC until now lol
-HTC One m8-

JWhetstone02 said:
I've tried everything. Every possible button combo for at least 10 seconds.
It definitely hasn't been 30 days, and I mentioned to return it, and they kept saying that since it was activated and in use, that they will issue a repair ticket. So that was my only option they gave me. I did call back and get another CSR, but they both asked has it been used and or activated. I didn't want to lie lol
-HTC One m8-
Click to expand...
Click to collapse
Well, you're certainly able to return it within 30 days even if it's been used because I'm going on my 3rd unit trying to get one without the dreaded yellow tint at the bottom of the screen. It can all be done from the ordering email you receive... that is if you ordered it direct from HTC. I just request a refund and re-order a new one, no questions asked!

If the battery is dead and nothing happens when you plug it in with original power and cable then there is nothing to be done.
Sent from my Nexus 5 using XDA-Developers mobile app

holz75 said:
If it's been under 30 days, I'd return it as faulty and get another new one. Take advantage of the option to return it!
Click to expand...
Click to collapse
They don't do that. I tried when I was having issues with my device. Their answer was if I wanted a brand new device, I'd have to return and repurchase. ? (And lose out on my coupon and potentially lose my 12 mos financing with PayPal.)

jonathan3579 said:
They don't do that. I tried when I was having issues with my device. Their answer was if I wanted a brand new device, I'd have to return and repurchase. (And lose out on my coupon and potentially lose my 12 mos financing with PayPal.)
Click to expand...
Click to collapse
Yeah, that's what I meant. :good: Return and repurchase.

so I finally heard back from HTC on the 22nd. They said my phone was exposed to liquid....ok I thought maybe the water bottle may have leaked...but here was no sign of it that day. Anyways, I opted to use my UH-OH protection to get a new/replacement device. They processed that and told me I would be contacted in 24 hours. That was not true
Have called/online chatted each day trying to get a status of my phone. Finally got someone today who told me the exact thing. "the uh oh department is waiting on a replacement device for you. You will be contacted by the escalation team within 24 hours"
So yea I'm a little frustrated with HTC at the moment. Never had any problems with them until now.
-HTC One m8-

I just did a separate chat and acted as someone who was very interested in purchasing the HTC 10. Asked all easy questions and then asked for shipping. They said if I was to purchase today, I'd revive the phone next business day.
I'm on the edge about calling back and complaining some more about them able to send out phones if they are purchased, but yet tell me hey are waiting on a device.
sorry, rant over lol
-HTC One m8-

Side note UhOh protection will only ship to your credit card billing address for advanced replacement.
A person can ship theirs in and have a replacement sent to whatever address you want but it requires them receiving the old unit before shipping the new unit.
Sent from my HTC 10 using Tapatalk

JWhetstone02 said:
I just did a separate chat and acted as someone who was very interested in purchasing the HTC 10. Asked all easy questions and then asked for shipping. They said if I was to purchase today, I'd revive the phone next business day.
I'm on the edge about calling back and complaining some more about them able to send out phones if they are purchased, but yet tell me hey are waiting on a device.
sorry, rant over lol
-HTC One m8-
Click to expand...
Click to collapse
Well, your replacement phone will probably be coming from a different stock of phones. Even it happens to be a new device rather than a refurb, you won't be getting the retail box or anything. It'll just be the replacement phone by itself.

datafoo said:
Side note UhOh protection will only ship to your credit card billing address for advanced replacement.
A person can ship theirs in and have a replacement sent to whatever address you want but it requires them receiving the old unit before shipping the new unit.
Sent from my HTC 10 using Tapatalk
Click to expand...
Click to collapse
holz75 said:
Well, your replacement phone will probably be coming from a different stock of phones. Even it happens to be a new device rather than a refurb, you won't be getting the retail box or anything. It'll just be the replacement phone by itself.
Click to expand...
Click to collapse
HTC has had my phone since the 14th or 16th. I just want an HTC 10 back. Having it for the few days has spoiled me. Although this m8 is still a beast, I'm just wanting the best of the best.
-HTC One m8-

holz75 said:
Well, your replacement phone will probably be coming from a different stock of phones. Even it happens to be a new device rather than a refurb, you won't be getting the retail box or anything. It'll just be the replacement phone by itself.
Click to expand...
Click to collapse
I used Uh-Oh protection about 11 days after receiving my phone (in May) and they sent me a brand new unit in the box with full accessories just FYI.
JWhetstone02 said:
HTC has had my phone since the 14th or 16th. I just want an HTC 10 back. Having it for the few days has spoiled me. Although this m8 is still a beast, I'm just wanting the best of the best.
Click to expand...
Click to collapse
You should have a service number and a login to track process. You'll be able to see if they've received your handset and where they're at in the process. If it's Uh-Oh protection covered they are required to ship you a new handset within 2 days of receipt of your old handset.

datafoo said:
I used Uh-Oh protection about 11 days after receiving my phone (in May) and they sent me a brand new unit in the box with full accessories just FYI.
You should have a service number and a login to track process. You'll be able to see if they've received your handset and where they're at in the process. If it's Uh-Oh protection covered they are required to ship you a new handset within 2 days of receipt of your old handset.
Click to expand...
Click to collapse
Oh, that's good to hear! I had spoken to HTC about a replacement device, and that's what they told me... but I'm assuming there's a difference between a standard replacement and using the Uh-Oh protection?

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...
Sent from my MSM8996 for arm64 using XDA-Developers Legacy app
Click to expand...
Click to collapse
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
Sent from my MSM8996 for arm64 using XDA-Developers Legacy app

bacon612 said:
Omg this worked! You are my hero. Now i can cancel the rma. Incredible
Click to expand...
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
Sent from my MSM8996 for arm64 using XDA-Developers Legacy app
Click to expand...
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.
Sent from my MSM8996 for arm64 using Tapatalk

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.