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[Q] How was your experience with HTC repairs and support? Facebook page created!

Hi everyone,
So I have to share my horror story with you all for you to understand how customers can be royally messed with.
This is not a "get back at them" thread but mostly a place where we can post our stories with issues we had and where I can direct you to a Facebook page where everyone can go make their stories public and so we can make them increase their standards of customer service and warranty.
So here is my story with HTC:
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 receipt.
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 but just another way of licking up customers with their companies.
I called HTC USA (as HTC doesn't have any offices in Canada) and fought for an hour until they transferred 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 rebooted 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-Ce...751052?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 post.
Show some support and share your stories, the more posts there are, the more likely they are to help us.

Wow that sucks sorry, but if your these forums why not do all the software fixes yourself?

Yeah I totally understand your point of view. I rooted my Dream in the past and now the Galaxy Nexus but my girlfriend's, I thought, didn't need to be rooted.
Plus, when they are under warranty then I don't see why risk bricking it (if you're good enough, it shouldn't happen) but now that they will be out of warranty, I will root and unlock them for sure.
The only problem is when being repaired, they are updated to the most recent firmware so it makes it a bit harder to root.
Apart from that, the phone that is stuck on the HTC screen is S-ON and is not USB debugging since she had factory reset it herself. Makes it inaccessible from my knowledge right?
The other one is still under warranty and is the one that is rebooting constantly. I don't know whether I'm better off rooting it and installing another firmware or having it corrected by them. It should work out of the box no? Am I being unreasonable for expecting my phones to work? I am also not the first one to experience this, plenty of threads seen on this and other websites...
Anyways thanks for your reply.

HTC Netherlands did a great job for me!
The power-button was not working anymore after the phone fell on the ground. I told them that I want it to be fixed, if it was not getting too expensive. They fixed it and did not charge a penny!

Yeah pven, I guess we should be unbiased and present both sides, fairer that way.
But my case is particularly bad. I ended up rooting her phone and installed the most recent build of cyanogenmod. It rebooted once since but another issue has appeared. When she presses the power button, it locks the screen but sometimes it is actually powered off and needs to go through a short boot process to get back to the home screen.
Also, the phone had been sent to repair the speaker. Turns out they changed the whole board and the speaker isn't fixed. I'll have to put it back to stock ROM, put the original hboot, and unroot it in order to send it back to get it repaired twice.
Surprised she doesn't want to give up on it... after all that has happened, I wouldn't be surprised if would simply forsake HTC altogether... She had an HTC Touch Pro 2 and didn't really like it either so I'm out of options...
As for my DZ, the situation is being corrected with HTC and their contractor. I'm hoping for positive news but it seems it would be going my way. I have a bunch of emails from HTC support that has it going my way at least (them saying it's covered but not for out of warranty damage and a faulty board is not out of warranty damage).
Bottom line, I will think twice before buying a non-nexus device. My Gnex is working like a charm! Too bad the unstable software out-shadowed the amazing hardware of the DZ.

Oh man, this is interesting, i have got my htc phone repaired in China, and all those workers act really nice

Claiming Warranty for Optus/Virgin users in Australia

Hey everyone, so since i got my One X in July last year, i've had to send it for repair twice.
I'm with Virgin here in Australia, but Virgin's repair handsets get sent to Optus' repair centres, so this post will apply to both Virgin and Optus users as well as any other carrier that uses Optus' network (eg. TPG).
Anyway, on to the point now!
The first time i sent my phone for repair, it had the infamous Wi-Fi antenna fault. I sent my phone in with an Ordroid ICS ROM. Much to my surprise, i was not charged for repairs and they replace the motherboard, battery and battery copper foil for me for free - all under warranty. However, it was reverted to stock and the bootloader was locked when i got it back.
The second time i sent my phone for repair, it simply stopped charging or being recognised via a USB cable on any PC, so i couldn't charge it at all (i don't have a dock to charge it with). Anyway, this time, i sent my phone for repair with Renovate Final 3 on it. I didn't get to revert to stock before sending it because i ran out of battery completely! Anyway, i got my phone back today (it's fixed) and funnily enough, they didn't charge me for repairs AND it still has Renovate ROM on it hahahaha! To make the matter even more amusing, the bootloader is still unlocked and CWM is still there too! So they didn't even touch the software this time other than to wipe my data haha!
So for those who are afraid of sending their Optus or Virgin phones in for repair because you have an unlocked bootloader, it seems that you don't have any reason for concern.
For those who are specifically interested in what store i went to and where, please PM me.
I hope this helps some of you!
Edit: Here's what Virgin handed back to me (see attachment). The part about the discharge level is interesting (besides the stupid typo they made).
I also laughed at "Found after market software installed in this handset", no sh*t, i sent it in with Renovate ROM on it lol, though they could be referring to apps still.

What state are you in ?

I'm in Victoria. I really thought it was a fluke that I got away without having to pay for repairs the first time but after my phone came back a second time (while still under warranty) without me having to pay for repairs, it showed that Optus' repair centres don't care if people have voided their warranties.
Has anyone else here who is with Virgin or Optus had a similar or different experience?

magic_android said:
I'm in Victoria. I really thought it was a fluke that I got away without having to pay for repairs the first time but after my phone came back a second time (while still under warranty) without me having to pay for repairs, it showed that Optus' repair centres don't care if people have voided their warranties.
Has anyone else here who is with Virgin or Optus had a similar or different experience?
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Cool, can you PM me where you went. My HOX is fine, but always handy to know.

trevagreene said:
Cool, can you PM me where you went. My HOX is fine, but always handy to know.
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No worries . Check your PM now.

Hey mate, was planning to send mine off to repair too, currently on Optus. Might I inquire, how long did it take for repairs? PM me the details too please

tomascus said:
Hey mate, was planning to send mine off to repair too, currently on Optus. Might I inquire, how long did it take for repairs? PM me the details too please
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Check your PM (Y). It tends to vary it seems. Depends what the repair is for. What's wrong with your handset?

had mine repaired in vic through optus around october last year,the sensors stopped working think it had viper rom ,they didnt say anything ,5 weeks later i recieved a brand new phone not a refurb was happy,still working perfect ,

I'm with Virgin, they don't use Optus repair centres for the One X. The Virgin HOX also has a different CID. But yes, Virgin doesn't care if you have voided your warranty, my bootloader was relocked.

magic_android said:
Check your PM (Y). It tends to vary it seems. Depends what the repair is for. What's wrong with your handset?
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It was for WiFi fault, can't live without my smartphone for that long so I might have to fix it myself.
Sent from my HTC One X using xda app-developers app

desiretouchpad said:
had mine repaired in vic through optus around october last year,the sensors stopped working think it had viper rom ,they didnt say anything ,5 weeks later i recieved a brand new phone not a refurb was happy,still working perfect ,
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That's so lucky that they gave you a new one!!!! They still gave me the same worn out HOX that i've had since last year after both repairs which was slightly disappointing (even though it was ambitious to expect more still).
Feepitee said:
I'm with Virgin, they don't use Optus repair centres for the One X. The Virgin HOX also has a different CID. But yes, Virgin doesn't care if you have voided your warranty, my bootloader was relocked.
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The Virgin HOX definitely has a different CID, in fact its CID is not branded. I spoke to someone on HTC's support chat about my phone's CID and IMEI and they said that mine was a modified Vodafone handset (i don't know how they could have made that more confusing).
Anyway, as far as my experience goes, the Virgin store that i've given my HOX in to for repair has sent it to an Optus repair centre both times (check the photo i added to the first post). Either way though, it seems like neither Virgin or Optus care about voided warranties which is awesome.

Help hardbrick my lg g4 t-mobile

HELP HARD BRICKED my LG G4
At the time I did and ended Downgrade process seemed that all ends well but the device was turned off and no longer enciendio not give anything the PC screen or only recognizes the device as QHSUSB_BULK to find and install the drivers recognize the device with the name Qualcomm HS-USB QLoader 9008 (COM13):crying::crying::crying:
Thanks for taking the time to read the post and I hope you are taking the time to read this, and you can help me solve this brick on my lg g4:good:
any solution? :crying:

As far as I know there is no fix if you attempted to downgrade your bootstack...sorry. There is a bold lettered post warning not to attempt a downgrade. Hopefully you can get a replacement through your carrier but they may deny it if they can figure out what you did.

it is not known whether there will be any solution as lg LG G2 or G4?

I sent mine in to LG repair and about a week later got it back fixed and flashed to 81110N under warranty.
Took about 8 days total.

Barsky said:
I sent mine in to LG repair and about a week later got it back fixed and flashed to 81110N under warranty.
Took about 8 days total.
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Bingo! there is no such thing as a hard brick if you got the right equipment.
How much did they charge to repair it ?

One Twelve said:
Bingo! there is no such thing as a hard brick if you got the right equipment.
How much did they charge to repair it ?
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Under warranty = No Charge
(or at least did in this case)

Just tell tmo to send you a replacement under warranty for $20. They'll pay for shipping both ways.

Sfkn2 said:
Just tell tmo to send you a replacement under warranty for $20. They'll pay for shipping both ways.
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I had not heard of that service. Nice.
But, I actually wanted my particular phone back. I don't have any of the problems some others have reported with wonky screens, messed up batteries, wifi issues or whatever some folks have experienced and I did not want a refurb nor even take a chance with another new unit. If I experienced any of these issues, I'd have been all over this for the quick turnaround.
Also, I bought mine outright and am a prepaid customer. TMO's official answer to our service requests is: Suck a big pink ****...go to lg

Barsky said:
Under warranty = No Charge
(or at least did in this case)
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Yeah but don't they check the device and discover you just voided your warranty ?
Even then it isn't the end of the world, these guys have the tools to fix it.

One Twelve said:
Yeah but don't they check the device and discover you just voided your warranty ?
Even then it isn't the end of the world, these guys have the tools to fix it.
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nope

and you do not know someone who is working on a solution?

-deleted-

Gerson Carranza said:
and you do not know someone who is working on a solution?
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Barsky said:
I had not heard of that service. Nice.
But, I actually wanted my particular phone back. I don't have any of the problems some others have reported with wonky screens, messed up batteries, wifi issues or whatever some folks have experienced and I did not want a refurb nor even take a chance with another new unit. If I experienced any of these issues, I'd have been all over this for the quick turnaround.
Also, I bought mine outright and am a prepaid customer. TMO's official answer to our service requests is: Suck a big pink ****...go to lg
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Well.... then send it to LG.. They don't send refurb units unless they absolutely cannot repair yours.

Sfkn2 said:
Well.... then send it to LG.. They don't send refurb units unless they absolutely cannot repair yours.
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Yeah, long since have gotten back repaired.

Last time I shipped them my G2 for the digitizer, it only took them three days.
Sent from my LG-H811 using Tapatalk

I can not take it to the store for t mobile Warrantable me because I live in El Salvador

http://gsmmarhaba.com/threads/unbrick-lg-g4-brick-hs-usb-qdloader-9008-without-box.612/

Bootloop issues on 13B....Due to motherboard

As most of you know its an issue with phones with a serial of 505 and H/W Rev 1... Didn't know it would happen on Verizon or not... Well i can confirm it. Was browsing YouTube and it randomly froze. Now all it does it bootloop. Verizon was cool to deal with on the issue and didn't try to claim it wasn't a problem.

Surprised no one has asked or said anything...

That sucks. I got a 507 serial, so I hope I will be spared. But it will be difficult if you paid off the phone and are not associated with Verizon anymore. Then you have to mail the phone to LG, and I heard their repair service is pretty spotty.

Still under manufacturer warranty. I am thinking of buying out the phone and going to Googles project fi. Verizon is getting too expensive and big for their britches....

I have a 505 but I am still on he original firmware. I think it is the 10B. Is it the firmware version that causes the problems? I have delaying the update since I got the phone in November.
Sent from my VS986 using Tapatalk

wekurtz74 said:
I have a 505 but I am still on he original firmware. I think it is the 10B. Is it the firmware version that causes the problems? I have delaying the update since I got the phone in November.
Sent from my VS986 using Tapatalk
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100% sure the answer is no - firmware has nothing to do with it. I had a 505 since the day it was released and I was still running 10B too when the dreaded bootloop issue hit my device a couple of weeks ago. I know others who were running upgraded firmware on Verizon and they got the bootloop issue too.

Yup i got the issue of it bootlooping. I got my replacement every time i do alot of thi gs on my first g4 it will freaze and reboot then a bootloop for a bit

Happened to me in Thursday night. Got my replacement today. I was on rooted 13B on 505

dman1049 said:
Still under manufacturer warranty. I am thinking of buying out the phone and going to Googles project fi. Verizon is getting too expensive and big for their britches....
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I have been kickin around the idea of switching to project FI also because Verizon is so damn expensive. But I still have my unlimited plan with Verizon, also I am concern with poor coverage.
I also just got mine back from warranty repair this weekend,

The coverage is a little less abundant than Verizon. I noticed I've used less data since going to project Fi. I don't feel like I need to get my moneys worth out of my plan every month.

My Verizon LG G4 505x/v1.0 hardware "pre-order" hit the bootloop issue today. It started with a random reboot while I was going to lunch, another reboot a minute later, then 30 seconds of straight vibrating, then... dead. I've gotten it to show a battery symbol when plugging it in since then, and now it does the same bootloop everyone has mentioned. I've started a replacement via Best Buy's Geek Squad, otherwise I have to mail the phone out to LG, wait for them to assess it, then send me one back. It's already 5-7 days because they're backlogged... which makes me wonder if tons of these have started failing or if stock is just low because the V10 came out a while back.
Does anyone know if Best Buy or Verizon can connect (JTAG method?) to the old phone and extract data from internal storage when it's stuck like this?

LG g4 verizon stuck in bootloop. Pretty much the same thing, I was using an app and it froze and now is stuck.
After a few phone calls Verizon is replacing the device. It was painful though. I had to play dumb and act like I was doing everything "tech" support asked me to do. Even though I already tried everything.
Now the question is with my phone being rooted will they still replace it. Ive had to do a warranty replacement a couple years back and didnt have a problem. Ill update everyone.

This happened to mine about a month ago. I don't know what the serial number was on it, but I got it at Launch. My wife's G4 started having this problem on Friday and her serial number starts with 506. VZW is shipping another.

eastmesawhat said:
LG g4 verizon stuck in bootloop. Pretty much the same thing, I was using an app and it froze and now is stuck.
After a few phone calls Verizon is replacing the device. It was painful though. I had to play dumb and act like I was doing everything "tech" support asked me to do. Even though I already tried everything.
Now the question is with my phone being rooted will they still replace it. Ive had to do a warranty replacement a couple years back and didnt have a problem. Ill update everyone.
Click to expand...
Click to collapse
I sent mine back, it was rooted so we'll see if Verizon charges.

Temporary fix that might work for you guys
I decided to see if I can get my data off my phone using any means necessary and I do mean any means necessary. I was able to get my data off my phone by baking the motherboard. I've included a crappy YouTube video that I made in order to show you that it does work. Hope this helps people out that want to get their data off the phone before they throw it away.
youtu.be/MPDVynnH0zg

Bootloop black screen. Can't restore.

Alright so I have had my LG G4 since last summer. Last night I went to check my phone, and it was turned off. After turning it on it showed the LG G4 logo then went black. Tried charging it but same thing. Can't restore it because it won't stay in Download mode long enough to be reset. I have read that serial numbers that start with 505 to I think 507 or 509 can have faulty mobo's. I was thinking of taking it into Tmobile to get it upgraded or replaced, but there's one catch. My bootloader is unlocked an I don't know if that breaks warranty, when you turn on the device it shows bootloader unlocked. Kinda stuck here. Please give advice thanks :/.

What in case they knew about bootloop problem on the early stage, or they specially injected this problem to explode in two-three years (when the warranty is off). Just to save a lot of money they offered free bootloader unlock with non-removable message on the screen and "your warranty will be void". In my opinion they should fix it for free, just because this situation is a shame. Mine has unlocked bootloader as well, now in service, but still don't know the status. If they will not fix it for free - I will push them to do this

BleepBloop said:
Alright so I have had my LG G4 since last summer. Last night I went to check my phone, and it was turned off. After turning it on it showed the LG G4 logo then went black. Tried charging it but same thing. Can't restore it because it won't stay in Download mode long enough to be reset. I have read that serial numbers that start with 505 to I think 507 or 509 can have faulty mobo's. I was thinking of taking it into Tmobile to get it upgraded or replaced, but there's one catch. My bootloader is unlocked an I don't know if that breaks warranty, when you turn on the device it shows bootloader unlocked. Kinda stuck here. Please give advice thanks :/.
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The circumstances are very different for the US than it is for the rest of the world. Your one catch is no catch. It doesn't matter. Just do it.
http://forum.xda-developers.com/showpost.php?p=66931869&postcount=1048

Snakecharmed said:
The circumstances are very different for the US than it is for the rest of the world. Your one catch is no catch. It doesn't matter. Just do it.
http://forum.xda-developers.com/showpost.php?p=66931869&postcount=1048
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Click to collapse
Alright I am calling the 611 number today. Thanks.

Not sure if the policy is the same worldwide but mine's just been for repair in the UK with an unlocked bootloader and CM13 loaded on it. They fixed it under warranty with no questions asked.
That said it was repaired by the retailer who probably don't care as they just fix it and claim the cash from LG.