Develop Bugs

Big problems with HTC warranty return

Here is what my Desire is doing:
It's under warranty, so I contacted HTC Tuesday. They recommended sending it in. They filled out the 'tick sheet' wrong, their error. I need it corrected to continue. Five phone calls and 15 emails later, I now have the correct paperwork, but they are refusing to cover shipping to their repair center. They blame UPS for not operating here in Jersey. That's between UPS and HTC. My contract is with HTC, I'm holding them responsible.
The warranty (Section 9c, yeah, I save and read everthing) agrees they will cover it. I can use Royal Mail, obviously. Getting the device in for repair is not the issue.
Has anyone had problems with HTC in getting your device repaired?
What did you do to resolve it?
I like the Desire, and I'll probably buy another HTC in the future. I have 4 from them so far, but this is my first problem and it's not going very well.

You should inform HTC that they have a responsibility for shipping regardless of who operates in a particular country. Other than that, if it's still in warranty you can take it back to where you purchased it from (or notify your mobile network of the fault). They hold ultimate legal responsibility for getting a repair (unless you waived them when you signed a contract). I remember when Amazon insisted that I use my warranty with the manufacturer (who also wasn't willing to pay for shipping) and then sent Amazon, that as a seller, my contract of exchange was with them and that they should provide a replacement. In the end, they didn't want the faulty item back and just sent me a new one.

Good point kabads,
I've sent the seller (Amazon) an email asking them to handle this from here. I found this gem on an OFT website
"The trader must sort out your problem, not the manufacturer
Remember, if you are entitled to a refund, replacement, repair or compensation, it is the trader who must sort out your problem. The trader cannot tell you to go back to the manufacturer or to claim through a guarantee or warranty."
It seems that HTC is the logical choice to handle this, but they are dragging their feet. The warranty people can't fix a mistake on the returns form once they email it. They supposedly 'escalated' the issue after email number 16 and agreed to arrange a courier to pick up. Now, no response for 2 days. I'm done babysitting them and forcing each step of the process. I think they are used to doing this and having a certain percentage of people give up and go away.
** BOOM, Update!
Amazon has already written back while I was typing this post. Full refund, no problem. Contrast this with HTC's shambolic response this far. I'll order a replacement and I'm done with these morons.
Now I have the problem of choosing a replacement. Do I gamble on HTC again, or go with a competitor? I guess it doesn't matter much so long as I order from Amazon again.

I know its odd, but I would still get a HTC, it is really bad customer service true, but the phones are really good. Just use Amazon to return the phone, I think having a broken desire is a bit of bad luck to have to return it.
Sent from my HTC Desire using XDA Premium App

I would go for a nexus s, I would love direct google love and the specs are very good. I dont know how long u could wait, but the dual core phones are just around corner, thats the way to go in my opinion.
Sent from my GT-I9000 using XDA App

Yep dual cores are nearly here although HTC wont be getting them until toward the end if the year supposedly. But on the other hand I probably wouldn't be able to go without a phone for long so I'd get either another HTC or maybe a nexus s because of the higher spec, glad you got your refund some companies are really stubbern GO AMAZON !
Sent from my HTC Desire

MFW dealing with HTC:
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-vs-
MFW dealing with Amazon:
But seriously folks, I'm back using my trusty G1. I'll definitely order the next one from Amazon. They don't have the Nexus S, or I'd order one today. They no longer have the original Desire in AMOLED, like the one I'm returning. Amazon's selection of Android phones is fewer than usual right now for some reason. Maybe newer ones are coming soon. Looks like it's wait and see for now.

They have the Desire S, might be worth a look
http://www.amazon.co.uk/HTC-Desire-Free-Mobile-Phone/dp/B004NNU9YM
And Nexus One is there, just not direct from Amazon:
http://www.amazon.co.uk/GOOGLE-Nexus-One/dp/B00332YPHQ

Bought GN from Clove.co.uk - Never again

I bought a Galaxy Nexus from Clove.co.uk back in Nov last year and it has been a nightmare dealing with them and trying to get warranty replacement.
First of all they charged me VAT even though I am in New Zealand and I have to send them a couple of emails to get a refund but instead of reversing the entire transaction and charge the correct amount on my credit card (which is what mechants should do normally according to visa) they processed it as a partial refund which incurs additional conversion charges plus different exchange rates and leaves me 50 dollars short. (If they had accepted paypal instead of charging directly on customer's credit card this would be no problem)
When I recieved the phone, I discovered severe color banding across the entire screen(two vertical black lines). I know minor color banding is common in SAMOLED(didnt happen on my Galaxy S 1 though) but after comparing the screen with my colleague(hes ordered a GN from clove as well) I believe the screen is indeed faulty and send it back to clove (I have to pay for the return shipping charges)
After a long period of wait and even several phone calls (They only reply to 70% of my emails and I have been without my phone for about a month which is annoying) to their UK base (thanks to time difference I have to stay til midnight for them to open) I was told that they wouldnt issue me a replacement and my phone is to be shipped back.
Not sure about you guys but I am done with clove.co.uk, I wasted more than a hundred dollars (extra) on those idiots and ended up with a faulty phone. Wouldnt recommend purchasing anything from them ever again.
And I wouldnt even go into details of how they promised to have "taken extra steps to ensure the volume bug is not present on the phones they ship" and I have to wait for a bug fix because (un)surprisingly the phone I recieve does have the volume problem and they refuse to exchange it citing incoming firmware.
REMEMBER THEY DONT ACCEPT PAYPAL FOR A REASON (so you have no one to cry to when they f you in the ass).
Look at the f*ing screen!!!!!#$%#$%#%
And clove claims there is no problem?!#@!
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Sorry about shaky camera, I have to take the photo without the flashlight.

Duh..
?
Buy local I advise in the future

Good advise but GN probably wouldnt arrive in New Zealand until 2013 or something.
Just a warning to potential Clove customers.

will post some pics about the problematic screen later.

zyo said:
Good advise but GN probably wouldnt arrive in New Zealand until 2013 or something.
Just a warning to potential Clove customers.
Click to expand...
Click to collapse
But it will be available in Australia soon, no? NZ is closer to Australia.
Sent from my Galaxy Nexus using xda premium

Not sure but I have learnt my lesson dealing with overseas retailer now...

Talk to your bank and they will refund the money you lost through exchange rates
Sent from my Galaxy Nexus using xda premium

The bank will only refund the conversion charges, but there are some discrepancy in the exchange rates as well which they wont refund (as they calculate refund and purchase using two different exchange rates.)

gogol said:
But it will be available in Australia soon, no? NZ is closer to Australia.
Click to expand...
Click to collapse
Not relevant to the OP, but for anyone else - it's been available in Aus since December.

No offense, but this is the whole reason I actually waited patiently for it to arrive on our shores as opposed to ordering from the UK, all is well until something bites you in the butt and you have to deal with someone over the other side of the world.

I am surprised douche bags like clove.co.uk actually has any returned customers, oh well good luck as long as you dont have to deal with replacements!

I ordered two phones off clove and they were both opened, probably returned stock which had not been advertised. Returned, but was big waste of time. If buying from UK I advise reputable companies like amazon.

Those guys do sound dodgy....

zyo said:
The bank will only refund the conversion charges, but there are some discrepancy in the exchange rates as well which they wont refund (as they calculate refund and purchase using two different exchange rates.)
Click to expand...
Click to collapse
They have to refund you the total amount they took from you. The fact they use different exchange rates is irrelevant.
My wife is a lawyer
Sent from my Galaxy Nexus using xda premium

Defective LCD? Repair under warranty? Experiences?

Just a simple question: I've buyed a refurbished Nexus 7 (2013) from an eBay seller in UK.
Device is defective: display always shows some vertical black lines. These are dead pixels? Could be correlated to bad handling during shipping? Exterior is without any scratch or sign. Device is in perfect state.
I think it's an hardware fault and that requires replacement of LCD panel.
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I could send back device to eBay seller but I must pay shipping cost and it's an international shipping, so it's quite expensive.
I'm opting to use ASUS RMA under warranty. Nexus will be free shipped to ASUS Europe repair lab which is in Czech Republic (Brno).
This kind of defect is under warranty or there's a risk that ASUS could ask me to pay in order to repair my Nexus?
The only proof of purchase that I've are emails of eBay order and PayPal payment. Could be sufficient? Without proof of purchace I can obtain repair under warranty based on build date?

Osid said:
Just a simple question: I've buyed a refurbished Nexus 7 (2013) from an eBay seller in UK.
Device is defective: display always shows some vertical black lines. These are dead pixels? Could be correlated to bad handling during shipping? Exterior is without any scratch or sign. Device is in perfect state.
I think it's an hardware fault and that requires replacement of LCD panel.
I could send back device to eBay seller but I must pay shipping cost and it's an international shipping, so it's quite expensive.
I'm opting to use ASUS RMA under warranty. Nexus will be free shipped to ASUS Europe repair lab which is in Czech Republic (Brno).
This kind of defect is under warranty or there's a risk that ASUS could ask me to pay in order to repair my Nexus?
The only proof of purchase that I've are emails of eBay order and PayPal payment. Could be sufficient? Without proof of purchace I can obtain repair under warranty based on build date?
Click to expand...
Click to collapse
I don't have any experience with refurbished devices but it's always been my understanding that they can tell when your device was sold based on the serial number. I'm sure that Asus will want copies of your emails for the RMA. Give Asus a call and explain the situation. One of my 2012 N7's I had to RMA for an audio issue and I thought that they were easy to deal with. Good luck!

wantabe said:
I don't have any experience with refurbished devices but it's always been my understanding that they can tell when your device was sold based on the serial number. I'm sure that Asus will want copies of your emails for the RMA. Give Asus a call and explain the situation. One of my 2012 N7's I had to RMA for an audio issue and I thought that they were easy to deal with. Good luck!
Click to expand...
Click to collapse
I have RMAed device to European service center yesterday and today has arrived at the center.
I've sended with original package, all the included accessories and some paper forms (RMA module, declaration of goods, a copy of warranty form/card compiled and with SN sticker ).
I've produced also a copy of the invoice.
Now, my only fear is that the defect in photo will be considered not covered by warranty or warranty will be considered not valid, 'cause I've buyed from an eBay seller.
UPDATE #1: now appear in Check Repair Status page on ASUS website as "Product repair is in progress". Does it mean that it's considered a repair in warranty?

Osid said:
I have RMAed device to European service center yesterday and today has arrived at the center.
I've sended with original package, all the included accessories and some paper forms (RMA module, declaration of goods, a copy of warranty form/card compiled and with SN sticker ).
I've produced also a copy of the invoice.
Now, my only fear is that the defect in photo will be considered not covered by warranty or warranty will be considered not valid, 'cause I've buyed from an eBay seller.
UPDATE #1: now appear in Check Repair Status page on ASUS website as "Product repair is in progress". Does it mean that it's considered a repair in warranty?
Click to expand...
Click to collapse
Sounds like it's all good.as long as you got an RMA authorization number and you should hopefully get it back in a week or two.

wantabe said:
Sounds like it's all good.as long as you got an RMA authorization number and you should hopefully get it back in a week or two.
Click to expand...
Click to collapse
UPDATE #2: now ASUS website states "Product was repaired OK and is now packed ready for shipping or pick up."
So, it seems that's all good and very fast.
Will be the same device with some parts replaced? Replaced with another refurbished one? A new one? Sended back with "test OK/No problem found"?

Hello XDA,
If anyone has any questions regarding the RMA process or needs assistance with their Nexus, please do not hesitate to contact me. You can reach me by emailing me at [email protected].
I am here to assist you with all of your ASUS needs.

Osid said:
UPDATE #2: now ASUS website states "Product was repaired OK and is now packed ready for shipping or pick up."
So, it seems that's all good and very fast.
Will be the same device with some parts replaced? Replaced with another refurbished one? A new one? Sended back with "test OK/No problem found"?
Click to expand...
Click to collapse
Good deal! That was fast! If you want to verify that you get the same one back you can go into Settings/About tablet/Status and check the serial number. My experience was that I got the same one back but it's not unheard of for a device to be replaced. I wouldn't expect a refurbished unit to be replaced with a new one but who knows? Good luck I hope your N7 works well for you!

Today I've received my Nexus 7 (2013) repaired!
Was replaced LCD+FRONT+GPS MODULE
Fast work and good support

Osid said:
Today I've received my Nexus 7 (2013) repaired!
Was replaced LCD+FRONT+GPS MODULE
Fast work and good support
Click to expand...
Click to collapse
Outstanding! Enjoy your tablet!

Uh Oh Replacement Shipment Time

I managed to break my camera's rear sapphire lens so I activated my free Uh Oh replacement. I opted for the cross-shipped method, where they would place a hold on my CC and send me a replacement, then I'll mail the damaged phone back to them once I get it. That was back on 9/24. I was told it would be shipped via Next Day FedEx, and I assumed a 48hr processing time (as per when I originally ordered my phone). Well it's now 10 days later and the status hasn't changed. Still in "packing". Are they having supply issues? Has anyone else waited this long?
I tried to convince them to send me a Camellia Red model instead of a Carbon Grey model, but they said they couldn't do that. I noticed the red was "coming soon" until this weekend on their store and now says that red ships in early October. I'm holding off contacting their customer support and pushing my replacement in the super slim odds that someone made a note somewhere and they are in fact trying to send me a red model. It's doubtful, but I can hope right?

drumz0rz said:
I managed to break my camera's rear sapphire lens so I activated my free Uh Oh replacement. I opted for the cross-shipped method, where they would place a hold on my CC and send me a replacement, then I'll mail the damaged phone back to them once I get it. That was back on 9/24. I was told it would be shipped via Next Day FedEx, and I assumed a 48hr processing time (as per when I originally ordered my phone). Well it's now 10 days later and the status hasn't changed. Still in "packing". Are they having supply issues? Has anyone else waited this long?
I tried to convince them to send me a Camellia Red model instead of a Carbon Grey model, but they said they couldn't do that. I noticed the red was "coming soon" until this weekend on their store and now says that red ships in early October. I'm holding off contacting their customer support and pushing my replacement in the super slim odds that someone made a note somewhere and they are in fact trying to send me a red model. It's doubtful, but I can hope right?
Click to expand...
Click to collapse
Just an opinion, but I highly doubt that you'll be getting red. (I hope you do that would be awesome)
Since red hasn't been released yet you'd be getting a new red device. I thought uh oh did replacement device rather BNIB. (but I could be very wrong)
I would contact them though, 10 days is a lot, it should have been there by now.
Best of luck!

I contacted their customer service web chat. He told me he had to get an update from their repairs dept. which will take 24 - 48 hours.... Kinda ridiculous that it's taking so long.

I'm glad they are doing the CC hold method and cross shipping now. They wouldn't let me do that before. Could you let us know if you get a new or refurbish phone?
Sent from my HTC 10 using Tapatalk

So it has been 16 days now and still nothing. I contacted their online chat support on 10/3 who told me to check back in 24-48 hrs. I then called their customer service and spoke with Maria on 10/6 who told me that she would be in contact with Lina, my case manager in the RMA dept. and would call me back the next day. I did not get a call back. Today (10/10) I called their customer service again and spoke with Jet who escalated to David. At one point (after holding for over 10 minutes) Jet was talking to David and I think he thought I was on mute. David told him that as the status shows, the device is "ready for packing" but they had no tracking number and therefore it wouldn't be shipped until they had one. He said at this point it was in the hands of "IMM" and he could not commit to a shipping date.
I'm pretty upset with HTC right now. When I chatted with Laura and arranged the initial Uh-Oh Replacement, she was very helpful and told me it would be shipped next-day. I'm not into my 3 week waiting. This is pretty ridiculous. Ph33zy, I actually did try to go about the Uh Oh replacement back in August when I originally broke my phone but they told me at the time that due to inventory issues, cross shipping was not an option (which frankly makes zero sense) so I waited. Imagine if I had shipped my phone in first and was without it for all this time! My only backup phone is an old HTC Droid DNA which uses a different SIM card size and would be a PITA to go back to.
HTC is a mess of a company. Honestly, at this point I'm hoping they get bought out and 3/4 of the incompetent workforce gets laid off.
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Update: 10/12. It has now been 18 days, still no updates. Called customer service again and spoke with Patrick who put me on hold for 30 minutes only to tell me that he was having phone problems and was unable to get in contact with the RMA dept. I contacted online support later in the day and was connected with Alejandro. He claims that the issue is with the repair center. They apparently are in the process of changing repair centers and that's where the issue is arising from. I still think that's a BS excuse (and the project manager (if any) should be fired) but at least it's a partial explanation. Apparently, they can only communicate with the repair center via email and are stuck waiting for a response as I am. No idea when (if ever) I'll get a replacement...

Final update (hopefully). After contacting their social media accounts I was able to get the replacement device shipped out yesterday (10/12) and it is scheduled to be delivered today (10/13). Only 20 days total...
I'll update this post when I get home from work to let you know if it's a refirb or new model.

General OnePlus service broke my display, they want me to pay for it [case closed]

Hello Everyone,
As the topic title says, I've sent my old OnePlus phone for repair (front speaker and USB port issues) and received a quote as warranty has long expired containing display repair cost and a photo of a broken phone but even the phone cannot be identified if mine at all.
I have proof of an intact display in form of a video about preparing and packaging the device for shipping.
The video shows the display working properly, and that the device is put in the original box, then in another which is then sealed.
To cut it short, service wanted me to pay, then I escalated to OnePlus and as they understand my issue, they still want me to pay.
But why should I pay for something I haven't done?
That's all the details I can share now, I've expressed my concerns to OnePlus, I have doubts they have even watched the video (YouTube link).
What can I do to have the truth?

sto1911 said:
Hello Everyone,
As the topic title says, I've sent my old OnePlus phone for repair (front speaker and USB port issues) and received a quote as warranty has long expired containing display repair cost and a photo of a broken phone but even the phone cannot be identified if mine at all.
I have proof of an intact display in form of a video about preparing and packaging the device for shipping.
The video shows the display working properly, and that the device is put in the original box, then in another which is then sealed.
To cut it short, service wanted me to pay, then I escalated to OnePlus and as they understand my issue, they still want me to pay.
But why should I pay for something I haven't done?
That's all the details I can share now, I've expressed my concerns to OnePlus, I have doubts they have even watched the video (YouTube link).
What can I do to have the truth?
Click to expand...
Click to collapse
You could use the pictures OnePlus sent you to trigger the warranty of the shipping service you relied on to make up for the extra fees. I know, some more paperwork, but it would be the more logical step to take. Neither you or OnePlus can take the blame for bad transport conditions that led into this situation.

Very smart of you to record the packaging of the phone.
Talk to consumer protection office. And go public.
Youre screen may be broken during transport.

Did OnePlus come and collect the phone using their own courier? Or did you send the phone using a courier you found?

AndyC76 said:
Did OnePlus come and collect the phone using their own courier? Or did you send the phone using a courier you found?
Click to expand...
Click to collapse
you ship it to some hellhole in texas that i believe is owned by Acer

I really hope it works out for you! You've got the evidence. Try and find out if there's a complaints procedure and reach out to them also.

Bummer, but stay after support to resolve it!

Don't let them get away with it!

Hey Everyone, although the case is still open, I have opened a case by OnePlus, who have escalated it to the customer support team. They have thanked me the video evidence which they have forwarded to the service team.
I told them sharing the link with the service team was my first thing to do but they seem to have simply ignored it.
Now they don't say it's been damaged during shipping though. I've sent the device with UPS, which OnePlus ordered.
As I understand their emails, there will be a decision in the next few days, so fingers crossed.
That's the current status, I'll update as soon as I have any news.
Thank you all for your support!

NO fingers !!! NO nothing !!! You send the phone with screen intact. You got the film packaging the product.
Oneplus shoud repare it. UPS driver or company must pay.

So it seems like the phone is on its way back to me, broken, unrepaired.
Oneplus support is worth nothing, they just repeated what the incompetent service told them.
If anyone knows a legal representative who I could talk to, let me know.
Once I got the package, I'll video it and put all the evidence here and all over the net.
It would be nice if you could share it as many palces as you can.
This was the last time I've used anything from this scammer company.

National consumer protection agency. May be better to place a police report.
Television or newspaper or both.
Why is Oneplus gulity that UPC broke youre screen? Couriers are horrible in any country !

null0seven said:
National consumer protection agency. May be better to place a police report.
Television or newspaper or both.
Why is Oneplus gulity that UPC broke youre screen? Couriers are horrible in any country !
Click to expand...
Click to collapse
Thank you.
They first claimed that UPS broke it, afterwards they told that it was like this before.
Besides, I would need consultancy in Europe.

Upload the video of you packaging the phone if u want us to share.
Now we would be taking your word for it.

NotCat_ said:
Upload the video of you packaging the phone if u want us to share.
Now we would be taking your word for it.
Click to expand...
Click to collapse
Here it is:
Here is a picture they have sent me from teh service, claiming that it's broken and I need to pay 80EUR:
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Since then I got my phone back, they haven't even repaired what I have asked for in the first place. The display works.
They were keen on that some glue below the screen has given up so they need to replace the screen. Even though the screen was not broken as it might have been implied first, I don't believe that the whole screen should have been replaced for 3x the money the whole device is worth. They have never said the screen works though.
That's said, this has been an extremely negative experience with OnePlus.

If UPS damaged it, you'll see the evidence on the packaging - if they use the same box etc to send it back
The reference to the glue 'giving up', surely this would only happened if someone left the package in a really hot place for an extended period of time.
When you use UPS im pretty sure ( you'll need to contact them to confirm), that liability/transport insurance is included to safeguard the items that are in their care.
If I boil this down, it could be that OnePlus did receive the phone in the condition they claim it was in, that's either a bold face lie or truth.
By elimination you'll come to the actual Truth.
It's a horrible situation to be in, as for legal assistance in pretty sure each country will provide you with 45 minutes of free legal advice - that may be worth googling so at least you can set out your plan.