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.
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- 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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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.
I was wondering if anyone had insurance through their carrier? Telekom here in Germany offers it for 100 euros out right and you pay 10 percent of what the phone is worth.. I passed on it but after hearing people having some issues I was wondering if I should go back to the store and sign up for it. I suppose I could always use the nexus s I have laying around incase something happens to my x
Sent from my HTC One X using XDA
If there a difference between warranty and insurance? Because I heard if you root the phone you will lose the warranty... Anyway I'm from Canada and when I search on ebay.com and amazon.com I'm only seeing int version "no warranty" so I have to choice to buy it with no warranty for 550$ or to buy it from amazon.co.uk for 700$ with a warranty but I don't really see the point since I want to root my phone... I'm a bit worried if the issues start after the 30 day return delay T_T
Well the insurance is directly from the phone carrier and you deal solely through them plus I think they cover accidentally damage. The warranty through HTC would just cover things that might become faulty?
Sent from my HTC One X using XDA
I just bought a 7£ silicone case to take all the psychical damage, had the same case for my desire and it worked just perfect! For hardware damage I'm counting on my insurance company is gonna pay
I have phone insurance with my Bank account in the UK, much cheaper.
It's worth getting insurance. Especially if you root. Anything goes wrong you "had it stolen".
Sent from my HTC One X using XDA
Over here in Australia insurance payments generally add up to about half the cost the phone (sometimes even more, depending on the phone and when you purchase it). So I find it a waste of money. Besides, in my over 12+ years of using phones I haven’t had any serious mishaps (hope it stays that way).
MO3iusONE said:
but after hearing people having some issues I was wondering if I should go back to the store and sign up for it.
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What kind of issues are you referring to ? All hardware faults (display issues, overheating, WiFi issues etc.) should already be covered under warranty. Insurance is needed if you want protection against theft, lost or accidents. However, if the phone breaks due to poor build quality (e.g: the shell or the display cracking due to bad design, buttons stop responding etc..) then claiming warranty will be hard because its is difficult to prove , in that case insurance could come in handy.
if im not mistaken insurance covers your phone for anything...
even if u hard-bricked it as its independent of htc's warrenty
and there is no need for the phone is stolen blahblahblah
bank account insurance sucks ****, the best insurance is with your carrier and the only 2 carriers that I know provide good insurance is Vodafone and O2 both give you replacement if you accidence damage your phone, drop it, lost or stolen
Yes. I have.
Sent from my HTC One X using Tapatalk 2
they offered it to me indeed, I had it on my last phone, but now I just bought a case to protect it from damage and skipped on the insurance.
I didnt think i would need it with my HTC Desire and passed but on my One X, this is too great of an investment to not take out insurance.
Greets all,
Just wanted to make some people aware in case no one wasnt about the HTC support with has left a extremely bad taste. Let me explain in short:
I bought the HOX international version and I live in the US, I wanted the quad core instead of the dual core. Long story short the screen got smashed cause I had lost my balance, so I called HTC and wanted to send it to them to replace the screen instead of me doing it. Mind you it has a 1 year warranty. So they took my info and then gave me an RMA to send it off, so far no problem. I packed up the phone sent it off to them and for a month I kept hearing when I would check up by calling, "we are waiting for the part to ship". I figured how hard is it to get a screen for their own phone. Well I got the phone call today and this is what they tell me:
We cant repair your phone because its an international phone based off the UK, and you are in the US, and because of the ITC court ruling in favor of Apple, we are not allowed to repair and send you back your phone. We have two options we can provide for you: 1) Replace the phone with a US ATT version unlocked, 2) or we can send the phone back to you unrepaired.
I told them why would I want a sub-version of the HOX with a dual core when I bought a quad core. I told them I'll buy the screen and send it to them and they can fix it, they said no they couldnt do that. So I told them, so your telling me that I have to buy the screen, replace it myself, which then voids my warranty instantly because I repaired it myself? They said basically yes.
So now I have to go find a complete screen replacement for the International HOX, replace it myself, and basically kill my warranty thanks to a BS ruling in favor of Apple. I cant believe instead of making a customer happy which was going to Pay for the repair, they wont touch it. I would have thought that it would be they couldnt sell the phone or something, not repair it!
So I would suggest to people who have the international phone in the US to beware of HTC, seems they wont fix the phone if its in the US.
It's always been like this with International phones. Warranties aren't valid in the U.S.. This is why you purchase 3rd party coverage like SquareTrade.
And, if you look near you, I am sure you can find cell phone shops that can repair your screen for well under $100. We have them here in Delaware.
AngelDeath said:
Greets all,
Just wanted to make some people aware in case no one wasnt about the HTC support with has left a extremely bad taste. Let me explain in short:
I bought the HOX international version and I live in the US, I wanted the quad core instead of the dual core. Long story short the screen got smashed cause I had lost my balance, so I called HTC and wanted to send it to them to replace the screen instead of me doing it. Mind you it has a 1 year warranty. So they took my info and then gave me an RMA to send it off, so far no problem. I packed up the phone sent it off to them and for a month I kept hearing when I would check up by calling, "we are waiting for the part to ship". I figured how hard is it to get a screen for their own phone. Well I got the phone call today and this is what they tell me:
We cant repair your phone because its an international phone based off the UK, and you are in the US, and because of the ITC court ruling in favor of Apple, we are not allowed to repair and send you back your phone. We have two options we can provide for you: 1) Replace the phone with a US ATT version unlocked, 2) or we can send the phone back to you unrepaired.
I told them why would I want a sub-version of the HOX with a dual core when I bought a quad core. I told them I'll buy the screen and send it to them and they can fix it, they said no they couldnt do that. So I told them, so your telling me that I have to buy the screen, replace it myself, which then voids my warranty instantly because I repaired it myself? They said basically yes.
So now I have to go find a complete screen replacement for the International HOX, replace it myself, and basically kill my warranty thanks to a BS ruling in favor of Apple. I cant believe instead of making a customer happy which was going to Pay for the repair, they wont touch it. I would have thought that it would be they couldnt sell the phone or something, not repair it!
So I would suggest to people who have the international phone in the US to beware of HTC, seems they wont fix the phone if its in the US.
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Blame Apple. Sounds like HTC is jammed up by a court decision, not because they want to piss you off.
Before the rage begins, I think offering to swap it with an ATT unit was a really good gesture. HTC US deal with the ATT model, and it makes sense that's what they offer!
Baldilocks said:
It's always been like this with International phones. Warranties aren't valid in the U.S.. This is why you purchase 3rd party coverage like SquareTrade.
And, if you look near you, I am sure you can find cell phone shops that can repair your screen for well under $100. We have them here in Delaware.
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That isn't entirely true. HTC has a global warranty so it doesn't matter which country you are in.
blackalice said:
Before the rage begins, I think offering to swap it with an ATT unit was a really good gesture. HTC US deal with the ATT model, and it makes sense that's what they offer!
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I thought it was better than them just telling him that he was completely screwed. Sure it isn't the same phone but in some circumstances it is better than no phone.
The problem here is its not a warranty issue, this is a out of warranty repair, this is like buying a BMW over seas, bringing it here and then something goes wrong and you needed it fixed, BMW here says sorry we cant touch it cause Ford wont allow it. A global warranty or even a out of warranty repair shouldnt be held subject to Crapple. I understand they cant offer the phone here in the states, but repairing? you got to be kidding!
Plus I'm not out of a phone, I have a second HOX international I got it after this one got smashed. But now I have to fix the white one when it comes in and fix it myself, but its wrong that my fixing it voids all warranties, I'd even accept if it was a warranty repair and it couldnt be fixed and they offered the US version as an alternative dur to the restrictions, but this is like going to a service repair shop and they wont fix it. It's BS.
Baldilocks said:
It's always been like this with International phones. Warranties aren't valid in the U.S.
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Actually, up until the Apple litigation, they did repair international phones in the U.S. (unlike Samsung). The problem is that they aren't permitted to reload the international s/w here in the U.S. because it contains features that have been banned. The U.S. XL for example doesn't have the traditional Android app picker; it's been replaced by a tabled menu. Anyone importing an international phone in to the U.S. really needs to fully investigate the down sides before making a purchase. And HTC U.S. deserves kudos for offering a One XL as replacement for a phone not even purchased in the U.S.
Dear Barry,
I understand you have some questions about the Bootloader unlock tool and the warranty for your device. I know how important it is for you to receive correct information and I will be happy to answer any questions you may have.
Unlocking the bootloader means that you now have the ability to customize software on your device. Barry, please note that changing your bootloader can cause significant issues with your device and once you have unlocked your device, you have agreed to the disclaimer that states a change in warranty status such that in the event you render your device unusable, you are responsible for the recovery of your device, whether by repair or by other means. The final decision about what is covered under the warranty (and the cost) is up to the repair technicians if you have your device repaired.
As for the warranty, your device does have Global Warranty so if you ever need your device repaired, we can do so here in the United States. Again, the final decision about what is covered under the warranty (and the cost) is up to the repair technicians if you have your device repaired.
To set up a repair ticket, you will need to speak to the HTC America Warranty & Repair Center. Their contact information is 1-888-617-1113 from 8 A.M. – 8 P.M. ET, 7 days a week. Barry, they will be able to answer any questions you have about the warranty and repair process.
I hope this was helpful and that I have answered all of your questions. If you ever have any questions, Barry, please do not hesitate to send us another email. We will be more than happy to answer any questions you have about your device. Thank you for taking the time to contact us and I hope you have a great week!
Let me know if I have successfully answered your question, please click here to complete this.
To send a reply to this message, please click here.
Sincerely,
Kathleen
HTC
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If you want to keep the tegra one x i suggest sending it to a friend/family member in europe and get them to get it repaired.
Or, like I suggested, take it to a local cell phone repair shop. They can fix it fairly quickly, usually while you wait.
I'm confused why you are unhappy with HTC. You bought a phone from them and they offered you international warranty. In the meanwhile, the law of the land changed and the warranty is invalidated as a result. HTC recognizes this and offers you something within the purview of the law because you are their customer and want to keep you as their customer. I agree that this is actually a thumbs up for HTC to offer you an One XL in exchange for something which is not at all their fault.
Also you prolly are just another one caught up in the whole Apple, Samsung, HTC, etc patent-licensing bit and if the judgement was put out a little later, HTC would have repaired the phone. HTC warranty also states that you open the hardware without us being involved, we ain't gonna touch it, which IMHO is fair. Somebody buys my product, messes up the internals, bring it back to me to fix for free (or something close). So i do, since i promised on good faith and next thing i know, everybody around here doing exchanges.
The best thing is to send it outside the US where it can be fixed, hell, send it to India and i'll send it in for fixing and ship it back to you when its done. Or do what Baldilocks^^^ just suggested.
Baldilocks said:
Or, like I suggested, take it to a local cell phone repair shop. They can fix it fairly quickly, usually while you wait.
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akhileshp said:
The best thing is to send it outside the US where it can be fixed, hell, send it to India and i'll send it in for fixing and ship it back to you when its done. Or do what Baldilocks^^^ just suggested.
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won't both these methods still invalidate the warranty though?
But, it will be fixed.
Baldilocks said:
Or, like I suggested, take it to a local cell phone repair shop. They can fix it fairly quickly, usually while you wait.
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Got the name of the place in Deleware? And the problem with local shops is not all of them know what they are doing even if they say they do, remember alot just see dollar signs, so its hard to find a shop that actually knows what they are doing. Plus this being an international version, the other problem is finding the right screen that fits and is original, most will just take the cheapest they find and charge you double plus labor.
akhileshp said:
I'm confused why you are unhappy with HTC. You bought a phone from them and they offered you international warranty. In the meanwhile, the law of the land changed and the warranty is invalidated as a result. HTC recognizes this and offers you something within the purview of the law because you are their customer and want to keep you as their customer. I agree that this is actually a thumbs up for HTC to offer you an One XL in exchange for something which is not at all their fault.
Also you prolly are just another one caught up in the whole Apple, Samsung, HTC, etc patent-licensing bit and if the judgement was put out a little later, HTC would have repaired the phone. HTC warranty also states that you open the hardware without us being involved, we ain't gonna touch it, which IMHO is fair. Somebody buys my product, messes up the internals, bring it back to me to fix for free (or something close). So i do, since i promised on good faith and next thing i know, everybody around here doing exchanges.
The best thing is to send it outside the US where it can be fixed, hell, send it to India and i'll send it in for fixing and ship it back to you when its done. Or do what Baldilocks^^^ just suggested.
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Click to collapse
The problem here is very simple, again I understand about not selling the phone in the states based on the ruling, but when you already OWN the phone whether its before the ruling or after, should NOT apply to repairs. Hence my example of BMW and Ford. Repairs of a phone isnt the same thing as buying or HTC attempting to sell the phone in the US defying the ruling. Its basic customer support and relations.
Its the same for example, you unlock the bootloader and leave the stock rom, or you flash a custom rom, then you break your screen, you call HTC for an out of warranty repair, and they tell you they cant fix it cause you unlocked the bootloader when the cracked screen has nothing to do with the unlocked bootloader. Or if there is a know defect in the phone and they wont fix it because of the ruling, or cause its unlocked. Once a phone is purchased the ruling should have no effect or implications to repairs, and I havent read the ruling, but I would be HIGHLY surprised if the ruling did include repairs, I can almost guarantee the ruling has to do with selling in the states.
lawrence750 said:
won't both these methods still invalidate the warranty though?
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Sending it to someone outside of the US and having them call HTC for repair no will not void the warranty, because you are having HTC do the repairs. Opening it yourself and doing the repair yes will. But when you dont know anyone overseas to send it to you have no choice, its either have a useless phone, or fix it yourself, and how many are going to let a $550 phone thats fairly new sit that way?
Baldilocks said:
But, it will be fixed.
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Agreed.
https://plus.google.com/112648899669966964704/about?gl=us&hl=en
There is a link to their Google+ page. Complete with address and phone number.
Deleted.
You sent your "not for USA, not sold in USA" phone for an OUT of WARRANTY repair, yet they offered you an ATT replacement because of Legal issues. That is called GREAT customer service!
By the way, read the warranty booklet, it clearly states that warranty is applicable only in countries where the phone is sold in, and the Tegra3 HOX is NOT sold in USA.
If you still want to repair it through HTC, check from where you baught the phone, many UK online retailers (not sure of other EU) will gladly handle the repair of the phones they sell through HTC.
As we won't have uh ho insurance in UK, can anyone recommend a good phone insurance policy that ignores rooted/modified phones inline with HTC's warranty?
What are HTC like generally when fixing phones (speed/cost)? Thanks
Sent from my LG-D855 using XDA-Developers mobile app
From my experience with the Desire, Desire S and M8 with HTC repairs... they are fast and accurate, very understanding, but they are very expensive with repairs. HTC phones are EXTREMELY fragile for metal damage and especially with water damage. My second M8 unit had a broken screen, HTC charged me £120 for it. At which time, the full phone itself was only worth £80-100 max.
Sent from HTC 10
I just have insurance through my bank, £10 a month get phone insurance with £30 excess (no mention of rooted or not) Nd various other goodies
My insurance is with EE, my provider. They do a 24hr replacement service where you just swap your old phone for a new one with the courier and if the claim is made before 11am, you get one the same day. I've never had them come back to me with any issues about being rooted or having an unlocked bootloader and I've been doing it since the the days of the Samsung Galaxy S2. (if you claim the fault is with software too, you don't even pay an exces :victory: )
squ89r97 said:
My insurance is with EE, my provider. They do a 24hr replacement service where you just swap your old phone for a new one with the courier and if the claim is made before 11am, you get one the same day. I've never had them come back to me with any issues about being rooted or having an unlocked bootloader and I've been doing it since the the days of the Samsung Galaxy S2. (if you claim the fault is with software too, you don't even pay an exces :victory: )
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What's the excess? And how much is the insurance?
Sent from HTC 10
£10 per month and includes accidental damage. I broke my screen and paid £25 for the excess.