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
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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
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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?
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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.

My HTC One X

About 1 month ago I sadly broke my Samsung Galaxy SII just after changing my contract from Voda to Three.
I since contacted Three to get a issue with my sim only deal sorted which allowed me to upgrade early. (after the first 3 months) It did however take a few calls to and from the exec office to get this sorted since the calls to the usual call centre are worthless.
Anyway after all that I finally received my early upgrade which was a HTC One X. To be honest I didn't really want this as I was trying to wait for the Galaxy SIII, however I couldn't do without a phone for so long and wasn't aware of the SIII release date back then. After receiving my HTC One X I was REALLY impressed with it, the screen, sound, appearance were all excellent. After using the phone for a few days I noticed the haptic feedback buttons were making a bit too much of noise and not the usual shock vibration it was doing when I first got it. I contacted Three who arranged a doorstep exchange for me. Once the new phone arrived I used the phone for another few days only for more problems to slowly start appearing. The screen itself started to not come on when I was pressing the lock button, the lights were lighting up but the screen was not coming up. I have to constantly keep pressing the lock button over and over to try get it on. The screen itself also just start flickering around and then just blurrs up like the resolution is screwing up so all the icons are on top of eachother and the only way to get it off is by locking it and unlocking it. I have no idea as to why it happened. I have a protective case around it with a screen protector on the screen too. It has never been dropped or treated poorly so I was bemused.
I decided to contact Three again as this was not right. The first person I spoke to told me to take the phone to my local Three store and they will put it in for repair. I decided to contact them back a few hours later to explain I didn't want this and was not happy to get another HTC or that one replaced. This customer service advisor was a lot more helpful and explained I could have another doorstep exchange for another handset since the first 2 HTC's have not functioned as they should. Since I now knew the released date of the SIII I told the advisor I would rather wait for the SIII and he told me that it was fine and would be delivered on the 1st June. All I had to do was box the HTC up and hand it over to the courier on the day my new one arrives.
Thought I would share my problems with the HTC One X along with saying I will NEVER touch another HTC Would add if people are lucky enough to get a working HTC and have no issues then fair play, the phone was nice and had excellent features
Cheers,
Luke

luke.douthwaite said:
About 1 month ago I sadly broke my Samsung Galaxy SII just after changing my contract from Voda to Three.
I since contacted Three to get a issue with my sim only deal sorted which allowed me to upgrade early. (after the first 3 months) It did however take a few calls to and from the exec office to get this sorted since the calls to the usual call centre are worthless.
Anyway after all that I finally received my early upgrade which was a HTC One X. To be honest I didn't really want this as I was trying to wait for the Galaxy SIII, however I couldn't do without a phone for so long and wasn't aware of the SIII release date back then. After receiving my HTC One X I was REALLY impressed with it, the screen, sound, appearance were all excellent. After using the phone for a few days I noticed the haptic feedback buttons were making a bit too much of noise and not the usual shock vibration it was doing when I first got it. I contacted Three who arranged a doorstep exchange for me. Once the new phone arrived I used the phone for another few days only for more problems to slowly start appearing. The screen itself started to not come on when I was pressing the lock button, the lights were lighting up but the screen was not coming up. I have to constantly keep pressing the lock button over and over to try get it on. The screen itself also just start flickering around and then just blurrs up like the resolution is screwing up so all the icons are on top of eachother and the only way to get it off is by locking it and unlocking it. I have no idea as to why it happened. I have a protective case around it with a screen protector on the screen too. It has never been dropped or treated poorly so I was bemused.
I decided to contact Three again as this was not right. The first person I spoke to told me to take the phone to my local Three store and they will put it in for repair. I decided to contact them back a few hours later to explain I didn't want this and was not happy to get another HTC or that one replaced. This customer service advisor was a lot more helpful and explained I could have another doorstep exchange for another handset since the first 2 HTC's have not functioned as they should. Since I now knew the released date of the SIII I told the advisor I would rather wait for the SIII and he told me that it was fine and would be delivered on the 1st June. All I had to do was box the HTC up and hand it over to the courier on the day my new one arrives.
Thought I would share my problems with the HTC One X along with saying I will NEVER touch another HTC Would add if people are lucky enough to get a working HTC and have no issues then fair play, the phone was nice and had excellent features
Cheers,
Luke
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Click to collapse
Lucky sod..My phone is in repairs now. Similar issues i had as you my friend but they told me they could not replace my current handset(which is my 3rd replacement now)so the only option i had was to repair it. Hoping they come back with an exchange option if they can not sort my phone out and then i can get the S3 as well. Well done again mate you have chosen a good phone now

Goku80 said:
Lucky sod..My phone is in repairs now. Similar issues i had as you my friend but they told me they could not replace my current handset(which is my 3rd replacement now)so the only option i had was to repair it. Hoping they come back with an exchange option if they can not sort my phone out and then i can get the S3 as well. Well done again mate you have chosen a good phone now
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Mate you should contact them back once the phone goes back and say you are not willing to have another HTC as they keep on going. It always differ from each customer service advisor to another with Three, one says one thing and another says different lol

luke.douthwaite said:
Mate you should contact them back once the phone goes back and say you are not willing to have another HTC as they keep on going. It always differ from each customer service advisor to another with Three, one says one thing and another says different lol
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Click to collapse
see every ****ty advisor i been speaking to have always stuck by what the other one been saying....do not get me wrong it is a wicked phone but might be to late for me to get an s3...should of just been patient and gone for it few weeks back when i was getting my 2nd replacement...and even now today when i took the phone back to the store for repairs they said i do not have that option unfortunately..so best thing maybe for me is to see if they could replace it with a new one if they come back and say it can not be fixed....then i will go for the s3

Goku80 said:
see every ****ty advisor i been speaking to have always stuck by what the other one been saying....do not get me wrong it is a wicked phone but might be to late for me to get an s3...should of just been patient and gone for it few weeks back when i was getting my 2nd replacement...and even now today when i took the phone back to the store for repairs they said i do not have that option unfortunately..so best thing maybe for me is to see if they could replace it with a new one if they come back and say it can not be fixed....then i will go for the s3
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Click to collapse
Fingers crossed for you then, IF it comes back repaired could you not just sell it on and get a SIII?

luke.douthwaite said:
Fingers crossed for you then, IF it comes back repaired could you not just sell it on and get a SIII?
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could do..but that means putting money as well in which i really can not afford right now...so one x is the next best thing. so two things.
either it comes back brand spanking new.
they offer me an exchange (which means either brand new handset or can choose what phone i want)

Got my one x a month ago today and it's been working perfectly, anything wrong solved by software updates. Love it, greatest phone ever, & I personally think it's better than the s3 (from video impressions). Saying that the two phones are such beasts its all down to personal preference, so I wish you luck with the s3!
Sent from my HTC One X using xda premium

Goku80 said:
could do..but that means putting money as well in which i really can not afford right now...so one x is the next best thing. so two things.
either it comes back brand spanking new.
they offer me an exchange (which means either brand new handset or can choose what phone i want)
Click to expand...
Click to collapse
When is your handset due back mate?
Sent from my HTC One X using Tapatalk 2

luke.douthwaite said:
When is your handset due back mate?
Sent from my HTC One X using Tapatalk 2
Click to expand...
Click to collapse
took it in yesterday. so they said to me two weeks from yesterday..so i could get it back not this tuesday coming but the next or the one after that...i am not going to think about that for now..just wait till after next week i think to start finding out more whats going on like

Goku80 said:
took it in yesterday. so they said to me two weeks from yesterday..so i could get it back not this tuesday coming but the next or the one after that...i am not going to think about that for now..just wait till after next week i think to start finding out more whats going on like
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Click to collapse
It's a real shame about the phone though because when it was working it is up there with the best for sure. If this had not been my 2nd faulty HTC then I would of taken it back but it just doesn't seem like the HTC One X was the one for me
Look forward to getting my S3 though after the S2 was a big fave of mine. Even if they give you the HTC back repaired or just send you a new one are you happy to accept that? If not have you thought about contacting the executive office and speaking to them? I found them to be a greater help when dealing with issues.
Thanks,
Luke

luke.douthwaite said:
It's a real shame about the phone though because when it was working it is up there with the best for sure. If this had not been my 2nd faulty HTC then I would of taken it back but it just doesn't seem like the HTC One X was the one for me
Look forward to getting my S3 though after the S2 was a big fave of mine. Even if they give you the HTC back repaired or just send you a new one are you happy to accept that? If not have you thought about contacting the executive office and speaking to them? I found them to be a greater help when dealing with issues.
Thanks,
Luke
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Click to collapse
Well. Depending on what they say to me. If they say we are sending you the handset back and it is repaired and i know when i check it instore it is build like a brick wall then i will keep it as i still think it is a top phone and i already have like a few cases for it. now if they say we can send you a replacement then i will ask if i can go for a different handset ie the s3. if they say no and it has to be the same phone then i will just get the one x....i really can not say till the day comes.
perfect world would be to offer me a different handset if i was not happy with getting a different one x. if they just say they will replace like for like then i still be a happy guy no matter what but i would prefer the s3

What do i do now that HTC has screwed me over?

Just to give you a brief rundown of everything that's happened..
I'm 17 and saved up for a few months to buy a HTC One X. Needless to say, it's probably the most expensive phone i've ever owned, since all my other phones were hand-me-downs and old phones from eBay.
This morning i wake up and go to work as usual. Just to find my phone's display won't switch on. As you can imagine, I'm tirelessly panicking and try the 3 button combo.. to no avail.
Using Fastboot to reboot didn't work either.
This phone turned into a brick overnight, and i have no idea what happened??
Just before i left for work, i did check my phone and it was working alright.. Then five minutes later, it won't display anything.
The thing is, I can't take it back to HTC either because this is my 5th replacement phone!
First one had black glue smudged on the LCD it's self,
Second one had the screen not glued down and wasn't aligned,
Third one didn't even have any glue applied and the case wasn't even attached properly,
Forth one had this problem where the screen's LCD would dilate if i touched it - even lightly,
and this one is my 5th, the antenna wasn't properly connected and now the screen doesn't work.
I've had terrible luck, and i don't know what i can do?
If you can give me any information to get me out of this, it would be much appreciated.
Although i still can receive text's and calls fine, it's just the display..

Since you’re unlocked and running a non-stock kernel and ROM, maybe some of the dev-ish folks can help you resuscitate it if it’s indeed a s/w problem.
If it’s a h/w problem, what to do depends on where you bought the phone and how old it is. If it’s within the remorse/DOA period maybe you can exchange it. It’ll be hard for whoever you bought it from to see you’ve unlocked it if nothing’s showing on the display.
If it’s outside of the exchange period you’ll have to send it in for repair. If you can’t bring it back to life to flash it back to stock you’ll have to throw yourself on the mercy of HTC Asia in getting it fixed unlocked. HTC's different repair centers seem to all have different policies related to warranty coverage for h/w faults on unlocked phones. If it is a dead display maybe you’ll get lucky.
You might want to put a note in with it telling your “I’m 17” story and how devastated you are something you’ve worked so hard for has failed. Repair techs are people too. Good luck.

BarryH_GEG said:
Since you’re unlocked and running a non-stock kernel and ROM, maybe some of the dev-ish folks can help you resuscitate it if it’s indeed a s/w problem.
If it’s a h/w problem, what to do depends on where you bought the phone and how old it is. If it’s within the remorse/DOA period maybe you can exchange it. It’ll be hard for whoever you bought it from to see you’ve unlocked it if nothing’s showing on the display.
If it’s outside of the exchange period you’ll have to send it in for repair. If you can’t bring it back to life to flash it back to stock you’ll have to throw yourself on the mercy of HTC Asia in getting it fixed unlocked. HTC's different repair centers seem to all have different policies related to warranty coverage for h/w faults on unlocked phones. If it is a dead display maybe you’ll get lucky.
You might want to put a note in with it telling your “I’m 17” story and how devastated you are something you’ve worked so hard for has failed. Repair techs are people too. Good luck.
Click to expand...
Click to collapse
I shook the device out of frustration.. and it started working for a few seconds.
What's going on here? Is it a faulty display/connection? Is there a way to possibly just send it to a nearby phone shop and get it fixed?
Sorry about all the questions, I'm shocked, happy, and devastated all at the same time.

Are HTC refusing then? That seems a bit off/ illegal... Surely under the faulty goods act (I assume the law isn't THAT different in Australia to UK) they have to take it back as it CAN'T be a year old and they can't prove the issue was caused by your mistreatment. It doesn't matter how many phones you've had... Also, where did you buy the phone from? I think you should be able to return it through the shop as THEY sold you the phone, not HTC... They are still under an obligation as they sold you the thing.
Plus, the 'I'm a 17 year old and saved up for ages thing' might work too! I'd try not to get too technical with the law if you go down this route though!
Best of luck sorting this out. It's within your rights to get a replacement (you bought the phone new, I assume?) so I'm sure this will eventually work out. Don't give up! You just need to speak/ write to the right person...
sent from my internet

What rom were you on?
I remember my One X not charging at all while it was turned off completely although it showed Orange charging led.
It could be that you ran out of battery and phone not turning on. Due to no charging effect.

@Op,
Reading your story there's one thing that's crossing my mind.
Could it be possible the battery run dry during the night?
It sounds stupid but those things you forget easy when you're in a hurry or stressed.
I don't read anything in your post you tried to charge.
Atrixx said:
Just to give you a brief rundown of everything that's happened..
I'm 17 and saved up for a few months to buy a HTC One X. Needless to say, it's probably the most expensive phone i've ever owned, since all my other phones were hand-me-downs and old phones from eBay.
This morning i wake up and go to work as usual. Just to find my phone's display won't switch on. As you can imagine, I'm tirelessly panicking and try the 3 button combo.. to no avail.
Using Fastboot to reboot didn't work either.
This phone turned into a brick overnight, and i have no idea what happened??
Just before i left for work, i did check my phone and it was working alright.. Then five minutes later, it won't display anything.
The thing is, I can't take it back to HTC either because this is my 5th replacement phone!
First one had black glue smudged on the LCD it's self,
Second one had the screen not glued down and wasn't aligned,
Third one didn't even have any glue applied and the case wasn't even attached properly,
Forth one had this problem where the screen's LCD would dilate if i touched it - even lightly,
and this one is my 5th, the antenna wasn't properly connected and now the screen doesn't work.
I've had terrible luck, and i don't know what i can do?
If you can give me any information to get me out of this, it would be much appreciated.
Although i still can receive text's and calls fine, it's just the display..
Click to expand...
Click to collapse

privatetrousers said:
Are HTC refusing then?
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Click to collapse
Yes. But not in every region (yet). Do a search. It's been disucssed. Also, it appears Samsung's going down the same path.
http://forum.xda-developers.com/showthread.php?t=1745834

BarryH_GEG said:
Yes. But not in every region (yet). Do a search. It's been disucssed. Also, it appears Samsung's going down the same path.
http://forum.xda-developers.com/showthread.php?t=1745834
Click to expand...
Click to collapse
Aware of the discussion... Using the xda app and didn't pick up that the phone's been 'HTCdev'd (my fault for not reading properly - sorry, folks!). Still not sure HTC/ Samsung can legally 'sign your rights away' though. Still, not a discussion for here...
Hope you got the phone sorted anyway.
sent from my internet

Atrixx said:
I shook the device out of frustration.. and it started working for a few seconds.
What's going on here? Is it a faulty display/connection? Is there a way to possibly just send it to a nearby phone shop and get it fixed?
Sorry about all the questions, I'm shocked, happy, and devastated all at the same time.
Click to expand...
Click to collapse
How or who fixed ur antenna problem, could be related if handset wasnt but back together properly.

[Q] HTC Repair - US

Just wanted to get other people's experience with HTC Repair. I just sent my One in to get the bottom microphone fixed. Do they have a fast turnaround and how do they ship it back? I am suffering from serious withdrawal as I've been without my phone for nearly a week now. I chose to send the phone via USPS Priority 2-day Mail and it took two days longer to get there than it should. LOL - I sent something else to TX via first class and it got there faster. Thank you USPS

Fix the bottom microphone? I didn't know there was more than one microphone.

jpradley said:
Fix the bottom microphone? I didn't know there was more than one microphone.
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Click to collapse
Two mics - one little hole at the bottom near the charging port. The second mic is on the back in the upper band. I believe the 2nd mic is used during speaker mode and also to assist with noise cancellation.

jpradley said:
Fix the bottom microphone? I didn't know there was more than one microphone.
Click to expand...
Click to collapse
Two mics - one little hole at the bottom near the charging port. The second mic is on the back in the upper band. I believe the 2nd mic is used during speaker mode and also to assist with noise cancellation.

HTC Repair rocks. They fixed the phone within 24 hrs and it's on its way back already. Now I just hope that UPS does a lot better shipping it back to me compared to USPS getting it to them.

Just got an E-mail from UPS:
Scheduled Delivery: 01-May-2014
Now I'm doing my best Veruca Salt "I Want It Now"
Great job HTC Repair.

I loved HTC repair. They were great and fast when I needed my speakers fixed.

dagrx8 said:
Just got an E-mail from UPS:
Scheduled Delivery: 01-May-2014
Now I'm doing my best Veruca Salt "I Want It Now"
Great job HTC Repair.
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Click to collapse
Excellent - this is good news. HTC Repair just set up an RMA for my One yesterday to fix my purple camera. Were you rooted with s-off and a custom ROM when you sent it back, or were you at stock?

I returned the phone back to stock, locked, and S-On to ensure it wouldn't impact my warranty claim. I was rooted and S-Off with a custom ROM for all of 3-4 weeks at most before the mic broke. Prior to that I was stock for about 5 months.

dagrx8 said:
I returned the phone back to stock, locked, and S-On to ensure it wouldn't impact my warranty claim. I was rooted and S-Off with a custom ROM for all of 3-4 weeks at most before the mic broke. Prior to that I was stock for about 5 months.
Click to expand...
Click to collapse
Very good; thanks! I'm in the process of flashing it back to stock and locking the bootloader now. I like your thought of being better safe than sorry.

Got my phone back. Works great. For reference, the didn't factory reset the phone. It still shows the last reset as the one that I did prior to sending it to them. HTC Repair did a magnificent job. I did have issues with Verizon. I switched to an old dumb phone while I waited for the phone to get repaired. Apparently they deactivated my sim and I had to go to a store and they put a new sim in the phone. Waste of a good hour of my day

Be careful with your warranty status
I just got an email from HTC asking for $200 to repair my camera hardware because it was out of warranty. I would never have flashed it back to stock and paid to ship it to them had I known I would be on the hook for what amounts to a cosmetic repair. I'm pushing back to see what I can get, but consider this a heads-up to anyone wanting to send their device to HTC for repair. Check the warranty status with them first, because they said nothing about it to me when they set up the RMA.

NicholasFarseer said:
I just got an email from HTC asking for $200 to repair my camera hardware because it was out of warranty. I would never have flashed it back to stock and paid to ship it to them had I known I would be on the hook for what amounts to a cosmetic repair. I'm pushing back to see what I can get, but consider this a heads-up to anyone wanting to send their device to HTC for repair. Check the warranty status with them first, because they said nothing about it to me when they set up the RMA.
Click to expand...
Click to collapse
Every M7VZW should still be in warranty since it hasn't even been a year since the Verizon release.

GrayTheWolf said:
Every M7VZW should still be in warranty since it hasn't even been a year since the Verizon release.
Click to expand...
Click to collapse
That's a good point. They must have some other reason that they're calling it out of warranty. I'll let you know what I hear back.

So I got on the phone with an HTC repair rep, and he was super helpful. He looked into my RMA and said that the repair tech found an "Unauthorized Operating System" installed, and that is why it was out of warranty. He asked if I was aware of this. I simply said that it was a Verizon phone and that I flashed it back to factory defaults before sending it in, so it should have the Verizon OS installed.
He checked back with the repair tech and they decided that the initial observation was made in error, and they removed the repair fee. It is now at the "In repair" status, and I am a happy man.
GG HTC - I'm glad that they were reasonable with me.

NicholasFarseer said:
So I got on the phone with an HTC repair rep, and he was super helpful. He looked into my RMA and said that the repair tech found an "Unauthorized Operating System" installed, and that is why it was out of warranty. He asked if I was aware of this. I simply said that it was a Verizon phone and that I flashed it back to factory defaults before sending it in, so it should have the Verizon OS installed.
He checked back with the repair tech and they decided that the initial observation was made in error, and they removed the repair fee. It is now at the "In repair" status, and I am a happy man.
GG HTC - I'm glad that they were reasonable with me.
Click to expand...
Click to collapse
In the future, don't tell them you "flashed it back to factory defaults". As far as they should know, you never left stock or know how to even unlock your bootloader.

GrayTheWolf said:
In the future, don't tell them you "flashed it back to factory defaults". As far as they should know, you never left stock or know how to even unlock your bootloader.
Click to expand...
Click to collapse
Good point, and good advice. Thanks!

terrible experience with HTC Repair
I mailed my HTC One on 5/02 via priority Mail, USPS showed early morning delivery May 5th.
They acknowledged getting it 24 hours later asking for $200. I paid it immediately with credit card.
3 days of nothing, then yesterday, they sent a tracking number for shipping the 8th with delivery
today the 9th. All excited to get it today after no phone for 8 days.
Then this morning, another shipping notice and different tracking # for delivery the 14th!!!.
Calling HTC is useless; they don't know what is going on at all and don't know how to find out.
This has been a f--k HTC experience.
They're lame, late, and uninformed.
I am SO OVER HTC.

michaelbsheldon said:
I mailed my HTC One on 5/02 via priority Mail, USPS showed early morning delivery May 5th.
They acknowledged getting it 24 hours later asking for $200. I paid it immediately with credit card.
3 days of nothing, then yesterday, they sent a tracking number for shipping the 8th with delivery
today the 9th. All excited to get it today after no phone for 8 days.
Then this morning, another shipping notice and different tracking # for delivery the 14th!!!.
Calling HTC is useless; they don't know what is going on at all and don't know how to find out.
This has been a f--k HTC experience.
They're lame, late, and uninformed.
I am SO OVER HTC.
Click to expand...
Click to collapse
Woah there. Generally I don't trust USPS because they suck so bad, so this might not be HTC's fault. But any large corporation has some degree of miscommunication.
The majority of feedback on HTC repair is positive, so I wouldn't worry too much.

USPS got it there in 3 days just as planned.
Problem is HTC.
HTC issues 2 different UPS(brown) shipping docs to me in 2 days after
repairs complete. That's the problem.... Second shipping info is for 5 days later than the first one.
Nobody knows how or why

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.