Have purchased 8 HTC devices over the last 10 years and most recently the One M9. I was prepared to give HTC a chance when the press ridiculed them for lack of progress versus competitors.
My biggest problem was HTC's awful customer service/warranty department who when made aware of the sapphire glass on my rear camera failing would NOT repair it under warranty and told me that I would have to pay for it myself. The device has a Tempered Glass Protector on Screen and Camera along with a Spigen Case on top. My loyalty means nothing to HTC and I will NEVER spend my hard earned money on a HTC product again. I would NEVER recommend HTC to ANYONE and I can see now why the Company has gone into decline. Failure to look after Loyal customers will result in their demise when Samsung LG and Apple are vastly superior in this department.
My Galaxy S5 developed a problem with the rocker buttons and was fixed free of charge a full year into ownership. My iPhone 4s developed an issue with Battery and they simply replaced the device. HTC didn't want to know.
I feel that if this is how they treat their loyal customers then they simply deserve to fail. My hard earned money will be spent elsewhere from now on.
Have you guys had issues with HTC??? If you haven't yet considered a HTC device but might consider one then please do be careful.
jody04c said:
Have purchased 8 HTC devices over the last 10 years and most recently the One M9. I was prepared to give HTC a chance when the press ridiculed them for lack of progress versus competitors.
My biggest problem was HTC's awful customer service/warranty department who when made aware of the sapphire glass on my rear camera failing would NOT repair it under warranty and told me that I would have to pay for it myself. The device has a Tempered Glass Protector on Screen and Camera along with a Spigen Case on top. My loyalty means nothing to HTC and I will NEVER spend my hard earned money on a HTC product again. I would NEVER recommend HTC to ANYONE and I can see now why the Company has gone into decline. Failure to look after Loyal customers will result in their demise when Samsung LG and Apple are vastly superior in this department.
My Galaxy S5 developed a problem with the rocker buttons and was fixed free of charge a full year into ownership. My iPhone 4s developed an issue with Battery and they simply replaced the device. HTC didn't want to know.
I feel that if this is how they treat their loyal customers then they simply deserve to fail. My hard earned money will be spent elsewhere from now on.
Have you guys had issues with HTC??? If you haven't yet considered a HTC device but might consider one then please do be careful.
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Click to collapse
I've had six M9's trying to get a phone without a bent frame around the screen! On the last one I thought that rather than return it to Amazon again, I would speak to HTC and see if they would fix the frame for me so I could keep it, as I really love the phone.
The customer service rep basically told me that I would have to pay for them to look at it and for any repairs made and that it was my fault for purchasing a cheap phone from Amazon and not from them directly.
So my reply was, do HTC make two versions of this phone, one cheap that has build quality problems and the other expensive which is perfect? She was confused and said all are the same?! Basically I told her that HTC have serious issues with this handset and she denied it. I highlighted the company is in trouble and that good service is needed to keep loyal customers from leaving, she didn't think HTC had any worries about it's business?! On complete denial about everything and no help at all.
So, long and short of it, I returned the handset to Amazon and will never go near HTC again. I used my local guy in China to source me a Nubia Z9 Mini so i can give the new IMX234 a go, as the camera looks bloody amazing, unlike the M9!
andybg40 said:
I've had six M9's trying to get a phone without a bent frame around the screen! On the last one I thought that rather than return it to Amazon again, I would speak to HTC and see if they would fix the frame for me so I could keep it, as I really love the phone.
The customer service rep basically told me that I would have to pay for them to look at it and for any repairs made and that it was my fault for purchasing a cheap phone from Amazon and not from them directly.
So my reply was, do HTC make two versions of this phone, one cheap that has build quality problems and the other expensive which is perfect? She was confused and said all are the same?! Basically I told her that HTC have serious issues with this handset and she denied it. I highlighted the company is in trouble and that good service is needed to keep loyal customers from leaving, she didn't think HTC had any worries about it's business?! On complete denial about everything and no help at all.
So, long and short of it, I returned the handset to Amazon and will never go near HTC again. I used my local guy in China to source me a Nubia Z9 Mini so i can give the new IMX234 a go, as the camera looks bloody amazing, unlike the M9!
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Its no surprise they are a failing company when that is how they treat loyal customers who have a genuine quality control issue. The support from HTC is disgusting. I'm glad to hear they have lost another customer due to their awful support.
I have had zero problems with their customer service or warranty. In fact they corrected a problem sprint created. Everyone has a different experience. Samsung and apple both treated me like ****. Hell apple charged me for a phone I didn't even have lol had to go to court.
Sent from my 0PJA2 using XDA Free mobile app
Well there are also customers that drop their phone and it breaks glass, scratches, dents, dings, starts malfunctioning, etc....and then they call HTC and say it is defective and not their fault. Unfortunately HTC has no way of knowing who is lying and who is not. If they exchanged phones for every customer that claimed defect, they would be exchanging phones that people broke left and right. Certain things shouldn't come loose or start to rattle and if that starts happening they will know it is a defect once they get enough cases. Unfortunately with glass, it is the easiest and most common thing broken on a phone, so doing warranty replacements for broken glass is rare. A screen protector and case do nothing for protecting the camera glass. Most people this has happened to are blaming excessive heat. So I'm assuming you had your phone on the charger over night and it may have overheated from the charger. It would be nice if HTC would at least make an effort to investigate and see if this is possibly happening.
I've only had one experience with HTC customer service, but they replaced the pink tint camera on my M7 for just the labor costs even though it was out of warranty and two years old. YMMV, I guess.
I had this problem as well. It's like talking to a wall with these guys. If you say we will replace your phone no matter what the problem,no questions asked, than you best live up it. When I called, I was bombarded with questions and told I had to pay for them to fix it.
I'll just chime in with my own experience...
I had an HTC One Mini that developed hairline cracks in the plastic (this was a VERY common issue with this phone) and talking with HTC support was, like BR7fan said, talking to a freaking wall. They were totally unaware of the issue even though it was widely reported on XDA. They said they MIGHT be able to fix it for free, but they couldn't tell until they saw it (understandable). But there was a chance I'd have to pay for repair even though there was obviously damage related to neglect. Also, I work remotely, so I have to have my phone for work and the only option was for me to send it in and wait for repair. Anyway, I was frustrated and ended up taking the phone to an AT&T service center and sweet talking them to swap it out for me.
My second experience with HTC was more recent and much better. I had my M8 in my shirt pocket and bent over to pick something up and it slipped out onto the concrete. The glass cracked and there was damage to the metal body. This time I used chat support and the rep couldn't have been better to deal with. I told him what happened, and he checked and said I was eligible for a replacement under the screen replacement policy. I told him that the metal had also been damaged, and he asked me to describe the damage, and while he wouldn't say with 100% certainty that there wouldn't be a problem swapping it out (understandable since I could have been under-reporting the level of damage) he said kind of off the record that if the damage was as I described, there wouldn't be a problem. Anyway, they put a $599 hold on my card + $29 for overnight shipping and the next day I had my new M8 and sent my damaged one back. About a week later the hold was removed from my card.
Anyway, I've had awful CS experiences at a lot of places and then later had great ones. I think it's really hit or miss with these large corporations.
Finally, I think HTC is attempting to shift their warranty policy to be more liberal in replacing/repairing physically damaged phones and honoring warranty for unlocked ones. It seems like this shift isn't going as smoothly as some of us consumers would like.
cstrife999 said:
Hell apple charged me for a phone I didn't even have lol had to go to court.
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Please expand on that
neverdie007 said:
Please expand on that
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My gd had an iPhone 4 though att and paid for apple care and the whatnot. Well she lost the sim card for it (don't ask) and we had to go to att to replace it. The clerk dropped and broke her phone. Att said they would give her a new one without issue as it was 100% fault of the store clerk. Apple sent an email claiming she was commuting fraud and the video evidence that was sent was altered. Att fought with them and eventually won. Well they gave her the phone and everything was fine. Then apple sent an email and a bill through the mail for damages for an iPhone 5s that she didn't have and claimed they could prosecute her for fraud... Yea... In the end apple got her a 5s and she got to keep the 4 as way of a settlement. She could have really ****ed apple up.
Sent from my 0PJA2 using XDA Free mobile app
cstrife999 said:
My gd had an iPhone 4 though att and paid for apple care and the whatnot. Well she lost the sim card for it (don't ask) and we had to go to att to replace it. The clerk dropped and broke her phone. Att said they would give her a new one without issue as it was 100% fault of the store clerk. Apple sent an email claiming she was commuting fraud and the video evidence that was sent was altered. Att fought with them and eventually won. Well they gave her the phone and everything was fine. Then apple sent an email and a bill through the mail for damages for an iPhone 5s that she didn't have and claimed they could prosecute her for fraud... Yea... In the end apple got her a 5s and she got to keep the 4 as way of a settlement. She could have really ****ed apple up.
Sent from my 0PJA2 using XDA Free mobile app
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I think it goes to show how customer service can be inconsistent, which in itself is a problem.
My first 6plus had a sunken home button, so wouldn't 'click' as such and the edge of the hole in the glass where the button fits was sharp and uncomfortable to use. Walked in to my local Apple store and walked out with a brand new handset within 5mins, no questions asked.
Got my other half a iPhone 6 and had to return it as she won't move on from her G2, got a refund instantly, again no questions.
Anyone got any ideas how to get my wife away from the G2? Everything else I get for her to try she doesn't like because the bloody icons and app settings are different, between platforms and handsets!
andybg40 said:
I think it goes to show how customer service can be inconsistent, which in itself is a problem.
My first 6plus had a sunken home button, so wouldn't 'click' as such and the edge of the hole in the glass where the button fits was sharp and uncomfortable to use. Walked in to my local Apple store and walked out with a brand new handset within 5mins, no questions asked.
Got my other half a iPhone 6 and had to return it as she won't move on from her G2, got a refund instantly, again no questions.
Anyone got any ideas how to get my wife away from the G2? Everything else I get for her to try she doesn't like because the bloody icons and app settings are different, between platforms and handsets!
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Yeah, too often it seem to depend on what CSR you get, and how their supervisor has been behaving that week.
I've twice had to get the trackpad on my MBP replaced, both times were my fault (too much eating and drinking at my desk :silly, and both times Apple fixed it no questions asked under the protection plan.
andybg40 said:
Anyone got any ideas how to get my wife away from the G2? Everything else I get for her to try she doesn't like because the bloody icons and app settings are different, between platforms and handsets!
Click to expand...
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When you figure that out pls share the secret!
My wife has a freaking blackberry z10!!! That she doesn't want to give up because "everything is set up how she wants it".....
Sent from my HTC One M9 using XDA Free mobile app
I can tell you that Apple is undoubtedly the BEST in the service and support department! I just don't understand how these other companies can't see how simple it is and just do it the way Apple does! I mean, it makes me not want to buy another Samsung, LG or HTC product, because ALL of them I have had issues with at one point or another. The one time I had an issue with Apple I was so pissed off that I called in to customer care and spoke to a manager about the problem that I had at a store nearby. She saw that I had purchased about 10 Apple devices in the last 8 years or so, and gave me $150 credit for Apple accessories and also next day aired me a brand new 6 Plus because the Apple store would not replace it after I was having problems and I just got done spending almost a grand for the damn thing! These phones are expensive, and if these companies can't take care of us then go somewhere else because someone is willing to take care of you the right way! Just like this G4 I have that has marks on the display due to a screen coating issue at the plant. Because it;s an International model they won't touch it! WOW I understand that companies don't honor some warranties when you buy an imported phone, but when it's 3 days old and the phone just came out and it has defects that are 100% LG's fault, they should have just told me to send the damn thing in and they would fix it, now they lost my business! That just cost them quite a bit considering I buy EVERY damn flagship that comes out! (almost) They don't care though.... -END OF RANT-
jollywhitefoot said:
I'll just chime in with my own experience...
I had an HTC One Mini that developed hairline cracks in the plastic (this was a VERY common issue with this phone) and talking with HTC support was, like BR7fan said, talking to a freaking wall. They were totally unaware of the issue even though it was widely reported on XDA. They said they MIGHT be able to fix it for free, but they couldn't tell until they saw it (understandable).
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Uh they ARE aware of that, I talked about it with people from HTC (and Elevate) and they fixed my border without hassle (though I got a border back that's in even worse shape, but I blame Dynafix for that, not HTC.)
sausje85 said:
Uh they ARE aware of that, I talked about it with people from HTC (and Elevate) and they fixed my border without hassle (though I got a border back that's in even worse shape, but I blame Dynafix for that, not HTC.)
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Sorry, I should have clarified. This was about a month or two after they came out.
jollywhitefoot said:
Sorry, I should have clarified. This was about a month or two after they came out.
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Ah yeah, my request was like a year after release.
But come on, if it was only a month or 2 after release it could be expected that they (the support) wasn't aware of that. Because at first hearing about it, HTC will most likely just sit by and keep eye on it, see if many experience it (as in a certain % compared to sold devices) and then decide to undertake action or just play ffin stupid.
Support can't be blamed with that, they just followed order
sausje85 said:
Ah yeah, my request was like a year after release.
But come on, if it was only a month or 2 after release it could be expected that they (the support) wasn't aware of that. Because at first hearing about it, HTC will most likely just sit by and keep eye on it, see if many experience it (as in a certain % compared to sold devices) and then decide to undertake action or just play ffin stupid.
Support can't be blamed with that, they just followed order
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I wasn't blaming the person. There was already a thread on XDA aboout the issue, but I imagine CS reps are discouraged from acknowledging internet speculation. I was frustrated with the system that was going to make me send my phone in for repair rather than them sending me a new one (with a CC hold, obviously) and then me sending the defective one back. I guess it wasn't clear in my post, but I use this phone for work and didn't have a backup.
jollywhitefoot said:
but I imagine CS reps are discouraged from acknowledging internet speculation.
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Click to collapse
Haha, you should. It's exactly as you say it is to the company "just speculation", companies always use bull**** like "only vocal minority" to deceive others. So they rather keep it quiet and ignore forums like this on purpose
I owned a beautiful metallic red HTC One m7 untill recently. It was rooted + BL unlocked (not S-off) since day1 and never ran stock rom. I started noticing all the pictures were out of focus and that camera was stuck in macro mode. I took it back to shop for warranty (it was 1y 8 months old) and they sent it back to HTC for repair. Bootloader showed Relock and it was on an old stock rom nandroid that I found from internet
Almost 3 weeks later it was back, with new camera that was excellent again. They updated to latest Lollipop rom even, with BL still in relock. However they messed up upper speaker grill as the metal was no longer flush with body (stuck out enough to be clearly felt by finger when swiping on screen). I took it back to shop, complained and it got sent away again.
Another 2,5 weeks go by and I get the phone back. This time HTC completely changed the body and screen. It was like having a brand new One M7 in beautiful red. It had still same motherboard and still relock BL. However.... they forgot to install/connect the headset speaker.. so I had no sound when calling someone >_>. Back to shop, complain, explain and return the phone..
So a week later I got the phone back. Except I didnt get the phone back. What I got back was a 32GB M9 in gunmetal grey. I am both happy to have a proper upgrade and for free, a little sad to see my lovely M7 taken from me and quite disappointed in the QC of HTC repair centres.
Related
Because my Nexus one had a dead/stuck pixel, I called H.T.C. and requested a repair. I sent it to them, and a few days later they said that they had examined it and determined that I needed to pay for the repair. I asked them why, and they replied that it was scratched and cracked.
Well, when I sent it to them, I had an invisible shield (a full body one, mind you) on it, and there nary a blemish on the screen. I told them this, and after a few days (and a couple more telephone calls), one of their managers had a technician examine it, found that it was fine, and said that they would fix it for free.
I received it on Monday, but didn't touch it until Wednesday because I was busy at work and waiting for the new invisible shield that I had ordered. When I used it, I noticed that they had removed the invisible shield, which I expected, but they hadn't fixed the stuck pixel! (Besides this, I had returned it to them with the original box, which they didn't send back to me)
So I called them last night and requested another repair. The representative asked me if they had charged my account for the shipping, and I answered truthfully that no, they had not charged me at all. I suppose that I am fortunate that they didn't, considering the other things they did. So now I am sending my Nexus One back two weeks after I returned it to them the first time, hoping that they will fix it properly, and without any argument.
HTC never charges you for return shipping. You only have to pay to ship it to them.
I am sorry you are having these troubles!
I successfully swapped my Nexus One due to a dead pixel within 3 days! I made a call on Day one at 11pm and by Day 3 at 8 am I had my replacement phone.
uansari1 said:
HTC never charges you for return shipping. You only have to pay to ship it to them.
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That's a bit crap, in the UK they email you a pre-paid shipping label.
I live in the U.S.A., and they sent me a prepaid shipping label. I'm just ticked off because I sent it to them, argued with them for four days, and they didn't even fix it, and two weeks later I need to send it right back. Plus it cost me another Invisible Shield.
Swap method is always better, faster, and easier. Plus, you get a new phone. Who doesn't love that?
They said that they couldn't swap it because it was too far (a few weeks) the purchase date. Maybe the person I spoke to didn't know what she was talking about. That's sort of my impression of the support division of the company, though I know I'm probably having an unrepresentative bad experience.
keet said:
They said that they couldn't swap it because it was too far (a few weeks) the purchase date. .
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I think this is BS from HTC. I swapped my N1 after almost two months. They will put a hold on your credit card; if you can live with that the replacement is much faster than the repair.
I'll consider that if they don't fix it properly this time. I didn't want to swap it because of my engraving and the full-body invisible shield that I put on it, but if they don't fix it this time, I probably won't be willing to trust their repair department again.
I had much better customer service from Apple when I had my iPhone ..I'm getting really annoyed with HTC ...especialy with that multitouch issue..
I have a question. Did they release $28 after you got your 'repaired' phone?
bobdude5 said:
I had much better customer service from Apple when I had my iPhone ..I'm getting really annoyed with HTC ...especialy with that multitouch issue..
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Click to collapse
I had a dead easy time with apple and my wife's 3G and her 3GS ... you walk in with the broken phone, they demand £150 (ish) for the repair which is always your fault. They then do an estimate and if its expensive (ie > £150) they turn round and say it's BER (beyond economical repair) and offer to sell you a new one. If it's a cheap fix (ie cracked glass) they repair it and pocket the £150.
Now that is customer service!
Other issues such as the 3G problem on the iPhone where it cascades from 3G to Edge to GRPS to No Service and the only way to get it back is to either power off or switch to airplane mode and back. Took it into two phone shops and then the Apple store in London and their solution? Turn off 3G.
Although their best to date is a macbook which I hardly ever use stopped charging. Rang up and they said bring it in to the Genius Bar in 2 weeks. I did, they then said it's warranty expired yesterday (13 days after I reported the fault) and refused to touch it. Demanded to see the manager said they would do me a favour and look at it for free as it was only 1 day outside warranty. They checked the battery and it had been charged 37 times in a year. The guy said this was quite heavy use and was a years worth and I would have to buy a new battery! Queue one massive kick off in the Apple store, resulting in them begrudgingly fitted a new battery!
Or the iMac 24" ATI I bought that crashed all the time, they gave me 3 units before I read on the internet that it was a software issue. I started running XP and voila ... sorted. Apple rolled out a fix quietly without telling anyone a month or so later.
Yes Apple support rocks!
All modern companies support sucks in some cases ... get used to it. Sell a million units and if you get 99% satisfaction you will get 10000 unhappy customers. Give them a platform to shout on and voila!
I bet not everyone gets Apple support like I do, some people probably can't believe how good they are.
Anyway, enough ranting, I wish google would fix the screen calibration issue although I only need to dab the power button and unlock it to fix mine.
keet said:
They said that they couldn't swap it because it was too far (a few weeks) the purchase date. Maybe the person I spoke to didn't know what she was talking about. That's sort of my impression of the support division of the company, though I know I'm probably having an unrepresentative bad experience.
Click to expand...
Click to collapse
HAHAHAHAHAHAHA!! Having worked in multiple call centers let me be the first to tell you that it's hard to find intelligence or common sense in them. I work in a call center for AT&T right now and I do work for the Vice President and Assistant Vice President because nobody else knows what they're doing. As soon as they realized that I had common sense and knowledge of technology they took me off of the phone, gave me a raise and converted me from Contractor to Employee. I asked my Director "Why do you let the managers hire people who are so ignorant" His reply was "I'm paying them $17/hr, I don't expect them to think. We have the information and tools set in place to think for them. If I wanted them to think then I would hire people with a higher intelligence and I would pay them more. Instead, I have people like you come up with tools and other things to think for them"
So this is why I hate when people say "I called T-Mobile and they said..." because that means nothing. You can get a different answer every time because most of them don't know the answer because your questions are above their level of intelligence. Now, I'm in no way saying that every person who works in a call center is an idiot. I'm saying that a large percentage of them do not understand anything about what they're troubleshooting.
I was reading a survey in P.C. Magazine about customers' ratings of the service and product quality from companies such as Apple, Toshiba, and Hewlett-Packard. They rated things such as the frequency with which hardware was found to be faulty soon after purchase, how easy it was to have it replaced, and other such topics. Apple did rank first overall, and Toshiba ranked second. This doesn't surprise me, since I have a ten year old Toshiba Tecra 8100 that still runs fine, though I've fixed the screen hinges.
H.T.C. was not in their listing, and I had never dealt with their support before. I replaced my X51v's screen myself after having it for three years and getting some water damage (I also replaced the backup battery later), and that's working fine now. I'm kind of nervous now -- I half expect my Nexus One to come back with real scratches on the screen, or more dead pixels, or some other problem that it didn't have before. After they already accused me of damaging it last time, I sort of wonder what they might damage to do with it this time -- something worse than sending it back unfixed.
jin1207 said:
I have a question. Did they release $28 after you got your 'repaired' phone?
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Click to collapse
Yes, they did; they didn't charge me any money.
dumbestcrayon said:
HAHAHAHAHAHAHA!! Having worked in multiple call centers let me be the first to tell you that it's hard to find intelligence or common sense in them. I work in a call center for AT&T right now and I do work for the Vice President and Assistant Vice President because nobody else knows what they're doing. As soon as they realized that I had common sense and knowledge of technology they took me off of the phone, gave me a raise and converted me from Contractor to Employee. I asked my Director "Why do you let the managers hire people who are so ignorant" His reply was "I'm paying them $17/hr, I don't expect them to think. We have the information and tools set in place to think for them. If I wanted them to think then I would hire people with a higher intelligence and I would pay them more. Instead, I have people like you come up with tools and other things to think for them"
So this is why I hate when people say "I called T-Mobile and they said..." because that means nothing. You can get a different answer every time because most of them don't know the answer because your questions are above their level of intelligence. Now, I'm in no way saying that every person who works in a call center is an idiot. I'm saying that a large percentage of them do not understand anything about what they're troubleshooting.
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Click to collapse
dwl, classic!! Are you also saying any one with great talking skills can get the job as customer rep too?
keet said:
Yes, they did; they didn't charge me any money.
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Thanks, buddy. I can let mine go to repairing.
Hope you get what you expect
I sent it back to them last Thursday, of course, and received a message on Monday saying that they had received it. Today, I received another message saying that they had completed their diagnostics, and guess what my option was? Pay for repair, just like last time! I sent a response asking why and called them, but all the morons in their customer service department could do was 'escalate' it, so I just sent a complaint to the Better Business Bureau.
bobdude5 said:
I had much better customer service from Apple when I had my iPhone ..I'm getting really annoyed with HTC ...especialy with that multitouch issue..
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Click to collapse
I would be careful saying anything pro apple on this forum, lol.
I have been pretty lucky with both of my htc products so far. My N1 is great and so was my G1.
keet said:
I sent it back to them last Thursday, of course, and received a message on Monday saying that they had received it. Today, I received another message saying that they had completed their diagnostics, and guess what my option was? Pay for repair, just like last time! I sent a response asking why and called them, but all the morons in their customer service department could do was 'escalate' it, so I just sent a complaint to the Better Business Bureau.
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By chance did they answer your question? or at least tell you the results of the diagnostics and how much they charging?
Sent to the article author here at XDA this morning along with a few other key addresses.
**********************************
Just wanted to follow up with you. HTC has quoted me $75 to repair a missing camera lens cover due to my phone also having the hairline crack you discuss here. Even though they acknowledge the fact that the hairline crack doesn't affect the camera lens in any way shape or form and also acknowledging that the missing lens (it fell out) is also an obvious warranty issue they are demanding I pay their fee. Also conveniently right after they quote you expedited shipping prices (in my case 15 for overnight since I've been fighting them for 2 weeks on this already) and charge your credit card they decide to finally inform you that it'll take about two weeks to do actually do the 10 minute repair for you.
I've attached a picture the RMA folks at HTC sent me of my "negligent damage." Somehow phones with screens that fall off and USB power ports that fall out of the phone are obvious manufacturers defects but actually pushing the power button (OMG HOW DARE I DO THIS) is abuse and will not be tolerated by the nice folks at HTC.
****************************************************************
Dear Mr. Sheehan,
Please see the pictures below that you have requested from your phone. If you have any further questions feel free to contact us at 888-617-1113 between 8am and 8pm EST Monday through Friday.
Sincerely,
HTC Customer Care
3. Ben Sheehan
SN: HT05******* (Evo) – Crack case
**************************************************************
Dear Valued Customer,
Thank you for using HTC repair services! Here is a copy of your invoice
for reference.
RMA #: 121****
Accepted Repair Actions: Average Repair
Total Charged: $90.00
Date of Charge: 8/24/2010
There is a 90-day warranty on all repairs made. The 90-day warranty applies
only to repeat return cases with the same functional failure symptom and
same parts for replacement.
Please remember that all processed repair charges are non-refundable. The
charge will appear on your credit card statement as Telamon CPE.
Thank you for using HTC! We appreciate your business!
Sincerely,
HTC Customer Care Department
1-888-356-2375
M-F 8AM - 8PM EST
**************************************************************
Wow, that is ****.
Mine is cracked in precisely the same place.
It is B.S. but for some reason both Sprint and HTC refuse to acknowledge the crack as a defect. I think it is ridiculous and deserves a recall. But I don't understand the problem completely. Are they forcing you to pay $90 in order to get your phone back? Or are they just saying that it would cost $90 if you asked them to repair the hairline crack?
I never read the other thread. Does it crack in the middle? Looking at how it is attached (two tiny, flimsy tabs) when I had mine apart...I would expect the tabs to break. It's a crap piece all things considered.
Sent the phone in for a completely unrelated issue. They are saying the crack is evidence that I've abused my phone. I can either pay 75 for them to fix it or 40 for them just to send it back. The additional is shipping.
This company literally has by far the most useless and brain dead phone reps I've ever encountered.
Should have just exchanged it with Sprint.
That is absolutely awful. The cracked power button is a well-known defect of this phone. And the fact that they are nitpicking you is almost a deal-breaker. I'm mad for you.
Twice when I owned a Blackberry I sent my phone in for minor issues. The way it worked is that Sprint overnighted a new phone to me before they looked at mine. I activated the new one so that I wouldn't have to be without phone. Then I sent in the old one. RIM charges something like $75 if they find that the problem doesn't exist and you were just trying to get a shiny new phone. I was never charged the $75. And I was really pushing the policy because there was some tiny flaw in the phone which was why I was returning it.
You shouldn't have to wait this long for a replacement. And you shouldn't have to bicker with them like it's a flea market. We only have these phones for like a year before we move on, and they are wasting your time.
TheBiles said:
Should have just exchanged it with Sprint.
Click to expand...
Click to collapse
Sprint had no phones and it was a wait for a refurb. Figured this would be a simple in and out repair. My bad thinking HTC has any idea what customer service is.
Ugh. I just noticed my one month old never dropped babied Evo has that be crack right where everyone else's is located. I thought you were all being rough on your phones but I stand corrected. HTC will be getting a call from me.
thebryanexperience said:
Ugh. I just noticed my one month old never dropped babied Evo has that be crack right where everyone else's is located. I thought you were all being rough on your phones but I stand corrected. HTC will be getting a call from me.
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Click to collapse
HTC will not care if they get a call from you. That's the problem.
Just had the same issue, plus I lost my WIMAX flashing, so I went through Sprint and told them the button craked, 1 week later i have brand new EVO. NOT refurb. I did flirt with the gal at Sprint though..
xavier1022 said:
Just had the same issue, plus I lost my WIMAX flashing, so I went through Sprint and told them the button craked, 1 week later i have brand new EVO. NOT refurb. I did flirt with the gal at Sprint though..
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She must have been trying to get you out of the store as quickly as possible. Not a bad strategy.
get your phone back tell them to F themselves at go ***** at sprint, and wait, I'm pretty sure its not going to kill anyones phone to have a crack in it while you wait for a refurb to come in, HTC is going to send you a refurb anyway most likely.
either way with a refurb your stuck without root, the Evo's roll in for Service and repair replacements every few days.
the longer the better, more time to hope froyo gets rooted lol
Wait, is the button itself cracked, or the trim right around it (on the screen side of the top)?
Its just the trim around it. I really don't see it as anything but a cosmetic issue. There is no "flex" to the plastic and feels as solid as a friends that doesn't have the crack.
I can only feel it with my fingernail.
File a case with the BBB.
Bielinsk said:
Its just the trim around it. I really don't see it as anything but a cosmetic issue. There is no "flex" to the plastic and feels as solid as a friends that doesn't have the crack.
I can only feel it with my fingernail.
Click to expand...
Click to collapse
I have that too. Mine has been apart a few times, so I can't really *****. I only noticed it because I was scrutinizing the button.
Still my favorite phone ever, and will probably be for the next six months.
Yet when there is a thread about another manufacturer everyone is ready to beat HTC off with both hands while they piss on the other builders. They are no better and their build quality is certainly suspect at best. Don't even get me started on the programming mess.
I've filed formal complaints with the BBB (like anyone cares) and the Florida Division of Consumer Services (might care) along with posting on every forum and facebook page I can find related to HTC as well as carpet bombing their fax numbers.
HTC I know you are reading this.
I'm just getting started.
I promise you I will cost you many many times more than the 75 bucks you've gotten from me.
Making it a point to call twice a day to check on my phone.
They told me it would be 5 to 7 days before it ships.
I'll call twice a day every day and waste as much of their time as I possibly can.
Also got another "we don't care about your problems with HTC" chain letter from Sprint today. In case anyone wondered the "[email protected]" address just takes you to more customer "service" reps though you do get a dedicated employee to ignore you. I like when they say they are "calling from the office of Dan Hesse." It makes me giggle. Chances are good they wouldn't know Dan Hesse if he walked up and punched them in the face.
I'm having the "screen separation" issue where it starts to come up and move around at the bottom of the front of the phone, light leaking out shows up in the dark, etc.
Anyway... it's slowly getting worse so I unrooted my EVO and flashed back to stock (regretting it, a little) for giggles to take it to a Sprint corporate store near where I live to have them look at it.
The rep at the store, who wasn't even really interested in looking at my phone, told me:
1. He never heard of the problem.
2. He never saw a phone with the problem.
3. HTC never told Sprint anything official about it.
Long story short, he told me that it'd be considered a "cosmetic issue" and I'd have to file an insurance claim to get a replacement, or I could contact HTC and deal with them.
Lame! I just bought this phone a little more than 2 months ago. This is really something they should take care of at the store. They're the ones that sold me the damn thing!
</rant>
Anyone else had to deal with this problem? What did you wind up doing?
I'm sitting here rolling unrooted/stock right now, debating keeping it that way until there's a bug-free leak of the official EVO update. Ugh. I wish "ii treated ii" would tell me when the Nexus S was really going to be released so I can sell this phone and get one...
Ryjabo said:
I'm having the "screen separation" issue where it starts to come up and move around at the bottom of the front of the phone, light leaking out shows up in the dark, etc.
Anyway... it's slowly getting worse so I unrooted my EVO and flashed back to stock (regretting it, a little) for giggles to take it to a Sprint corporate store near where I live to have them look at it.
The rep at the store, who wasn't even really interested in looking at my phone, told me:
1. He never heard of the problem.
2. He never saw a phone with the problem.
3. HTC never told Sprint anything official about it.
Long story short, he told me that it'd be considered a "cosmetic issue" and I'd have to file an insurance claim to get a replacement, or I could contact HTC and deal with them.
Lame! I just bought this phone a little more than 2 months ago. This is really something they should take care of at the store. They're the ones that sold me the damn thing!
Anyone else had to deal with this problem? What did you wind up doing?
I'm sitting here rolling unrooted/stock right now, debating keeping it that way until there's a bug-free leak of the official EVO update. Ugh. I wish "ii treated ii" would tell me when the Nexus S was really going to be released so I can sell this phone and get one...
Click to expand...
Click to collapse
*2 anytime you have a disagreement with the store on a tep issue.
ii treated ii would likely help if you gave more "thanks"
They tried telling me the same thing months ago, then a month ago I dropped it and shattered the screen. But $100 and I have a 004 hardware brand new not refurbished. And an extra charger, 8gbcard. I am satisfied now.
mattykinsx said:
*2 anytime you have a disagreement with the store on a tep issue.
ii treated ii would likely help if you gave more "thanks"
Click to expand...
Click to collapse
I did this for the same issue. The tech on *2 agreed I should've had the phone replaced and said I should go back an talk to the manager. Well, I did that and the manager denied my replacement request as well. Eventually had to take it to [email protected] and they were able to reset my upgrade for this summer (it was suppose to be taken away). I ended up fixing the light leakage by buying a black paint marker at walmart, applied a thin strip between the glass and the casing and good as new!
No offense by why are people so anal about this? Heath there's little white lines on both sides of my screen.. doesn't bother me
A drop of Chuck Norris's semen was placed on Android OS. We now have CyanogenMod.
I have a similar story, OP. I went in this weekend to show them my blown earpiece speaker and the large white spots on the screen. The spots are definitely an issue that can be looked up on the forums here. As a matter of fact, Sprint had already sent me a replacement for the white spot thing before, but my new one has the same issue now. Any way, they charged me $40 to replace the earpiece, which is clearly a manufacturing defect. When I asked why it wasn't covered under warranty, I was told that I could choose to ship it to HTC and be without a phone for weeks. Then I was told that even if I had insurance on the phone, I still would have to pay for the ear piece replacement. About the white spots, I got the "it's cosmetic" reply. This is some BS.
After I left the Sprint Store, I went to T-Mobile and At&t to ask about how they deal with warranty issues. Both stores told me that if there's a problem that's clearly a manufacturing defect, they replace it for free if it's under warranty.
I've been happy with Sprint up until this point for the most part, but I'm now considering how much I really want to keep giving them my money.
Crossrocker said:
No offense by why are people so anal about this? Heath there's little white lines on both sides of my screen.. doesn't bother me
A drop of Chuck Norris's semen was placed on Android OS. We now have CyanogenMod.
Click to expand...
Click to collapse
If this happened to me on a 2 month old phone, I'd be beyond pissed.
I went to the Sprint store near my office today too. While putting on a screen protector, some water got inside and caused dark spots. Most of it went away, but 2 small spots were clearly noticeable when the screen was white(otherwise, not that big of an issue).
I told the rep about the spots and he asked if I had insurance on it. I told him I did not. He was pretty cool and said he could file some repair order and I'd just have to ante up $35. I asked him if they're going to repair the screen, he told me I'd get a new phone in about 3 days. WINNING!!
BTW, I didn't even bother unrooting. He looked confused as he was trying to find the dialpad since the launcher on Myn 2.2 looks different...lol
iitreatedii said:
are you still trying to be a fagget like for real, get a life...
anyway OP, call sprint and have them call that specific store, they will do that if you ask them to.
Click to expand...
Click to collapse
The fact you spelled "******" wrong is hilarious, its his signature, you get a life. Going off on people like that is just ignorant, seriously.
Sent from my PC36100 using XDA App
Crossrocker said:
No offense by why are people so anal about this? Heath there's little white lines on both sides of my screen.. doesn't bother me
A drop of Chuck Norris's semen was placed on Android OS. We now have CyanogenMod.
Click to expand...
Click to collapse
A 2 month old phone that you're gonna be tied into a contract and likely have to use for over a year (closer to 2 with the new upgrade policy I believe).. I'd be more than anal about it.
if they choose to be an ass... then so you owe them nothing...
say you lost the phone... file for $100 deductible replacement.. and now you have a spare to fix things yourself... and use as you see it.
all the official sprint store that i went they where professional and they help me but, don't go to those private authorizes dealer for sprint they are the real asshole. i made a mistake signing up at one and maan they gave me hard time exchanging my defect Samsung epic and i already reported to sprint and they are under investigation.
Some users have this idealistic view of Sprint in-store service, but that's sadly not the case for many of us. For what it's worth, I should note that I'm a civil, friendly, slightly shy person. I don't have any attitude and I don't try to antagonize the employees or get riled up.
That said, it took me several stores and several tries to get my issues dealt with, along with about $60 total of gas. One store was outstandingly rude, arrogant and unhelpful. The other stores were like robots worked there, depending on what robot you got, you'd walk away happy, or very frustrated.
The problems I had with my old Evo were all WIDELY known defects that Sprint has even acknowledged, yet the employees played 100% dumb, insisting that "all Evo's have the bright spot, that's a flaw in all of them, and a swap won't help" and "random reboots are just a fact of life with a smartphone this sophisticated." Wtf? Anyway.
Someone needs to do a hidden camera report and send it to Dan Hesse.
most the store level reps eat paint chips lol real genius's. most of the time they give me trouble ill pull out my phone and dial *2 in front of them and that normally changes how im treated
thats bs
unknown_soldier said:
I have a similar story, OP. I went in this weekend to show them my blown earpiece speaker and the large white spots on the screen. The spots are definitely an issue that can be looked up on the forums here. As a matter of fact, Sprint had already sent me a replacement for the white spot thing before, but my new one has the same issue now. Any way, they charged me $40 to replace the earpiece, which is clearly a manufacturing defect. When I asked why it wasn't covered under warranty, I was told that I could choose to ship it to HTC and be without a phone for weeks. Then I was told that even if I had insurance on the phone, I still would have to pay for the ear piece replacement. About the white spots, I got the "it's cosmetic" reply. This is some BS.
After I left the Sprint Store, I went to T-Mobile and At&t to ask about how they deal with warranty issues. Both stores told me that if there's a problem that's clearly a manufacturing defect, they replace it for free if it's under warranty.
I've been happy with Sprint up until this point for the most part, but I'm now considering how much I really want to keep giving them my money.
Click to expand...
Click to collapse
I had sent my phone repaired a while back for a crackedscreen, when theyfixed the screen, 2 days later my ear speaker broke.. I went in.. told them that they had fixed my screen, but they now broke my ear piece.. they replaced it in 20 mins free of charge
Rippley05 said:
A 2 month old phone that you're gonna be tied into a contract and likely have to use for over a year (closer to 2 with the new upgrade policy I believe).. I'd be more than anal about it.
Click to expand...
Click to collapse
Gotcha. Ive had the lines since.. last year? But i always have a case on so i don't see em. Anyway I'm going to the evo 3d soon
A drop of Chuck Norris's semen was placed on Android OS. We now have CyanogenMod.
Thread cleaned of irrelevant nonsense and trolling
Sprint sucks...worst customer service
smuglife101 said:
Sprint sucks...worst customer service
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Click to collapse
Never given me a problem, it's mostly dumb employee's who are either being dicks or are retarded.
smuglife101 said:
Sprint sucks...worst customer service
Click to expand...
Click to collapse
Being as they hold the award for best customer service in the industry....
Hi all,
been having some real fun and games with my htc one. Some things to look out for if you are planning on picking up a new htc one. It took htc over a month to arrange a repair of the device and when it was returned the "crack" between the front fascia had been made smaller but was still present, so its going back yet again (what fun).
The front glass at the top is still not fitted correctly, and the fascia overhangs at one end and underhangs at the other.
When I first got the phone, I did notice the crack, but ignored it.As a few weeks went by I noticed the crack was getting bigger so I decided to return the phone.
I personally think that the body of the device has not been machined properly, so despite HTC attempting to repair, the problem persists. I have requested a replacement phone this time from HTC.
Dealing with htc service has been a real pain. I unlocked the bootloader, so the first response from htc staff has been "out of warranty". As I have had to remind HTC several times, it does not matter if the bootloader is unlocked in the event of a manufacturing defect. This was "escalated" by htc and after 1 month there was still no resolution. I had to remind them of uk consumer law before they eventually undertook the warranty "repair".
the glass shoulb be higher than the fascia
Nightf0x_007 said:
the glass shoulb be higher than the fascia
Click to expand...
Click to collapse
He said it was high on one side and low on the other. I don't think it should be high either, mine is flush.
Sent from my HTC One using xda premium
My glass is high on the top and low on the bottom. It is subtle enough that it doesn't bother me, and it definitely isn't as bad as some of the stories I was hearing before I bought mine.
Well, I didn't have any similar issue to you guys, but my One had a scratch on the back, along with 2 very small notches, plus a very small piece of some tape or something sticking out of the metal to the right of the bottom speaker. I highy doubt it could've come from my pocket as it was completely stuck, so maybe there was a gap. It also had static noise during calls.
Sent it back and waiting for a new one.
(Why didn't you go through your retailer btw? It's much more effective).
My previous experience was that the HTC repair service direct was better. I waited a week for my old carrier to email me a form for the repair. Previously HTC support did an excellent job. The glass problem is caused by bad manufacture so that the fascia are not true to the body of the phone. Also Please note that my HTC one had only a minor crack showing at the start. It got rapidly worse so I decided to return it. My point is that if u have an ill fitting fascia/gap/overhang then your phone could also get
worse/ let dust in so I would advise to return.
Sent from my One using XDA Premium 4 mobile app
zaphodbeeb said:
My previous experience was that the HTC repair service direct was better. I waited a week for my old carrier to email me a form for the repair. Previously HTC support did an excellent job. The glass problem is caused by bad manufacture so that the fascia are not true to the body of the phone. Also Please note that my HTC one had only a minor crack showing at the start. It got rapidly worse so I decided to return it. My point is that if u have an ill fitting fascia/gap/overhang then your phone could also get
worse/ let dust in so I would advise to return.
Sent from my One using XDA Premium 4 mobile app
Click to expand...
Click to collapse
Oh alright. Well, I don't know. Here in Norway I sent in my One X on a monday, and got it back the same week. Sent in my One on tuesday and my new One will be here tomorrow. I guess it differs.
These defects really aren't acceptable, so you should always return imo.
YorubaDey said:
Oh alright. Well, I don't know. Here in Norway I sent in my One X on a monday, and got it back the same week. Sent in my One on tuesday and my new One will be here tomorrow. I guess it differs.
These defects really aren't acceptable, so you should always return imo.
Click to expand...
Click to collapse
Yes it appears thing are very different here in the uk. I have been trying to resolve this with htc since 10th July!! They parked (or in htc uk speak "escalated") my issue for almost a whole month. Today they are making their mind up (hopefully) to supply a replacement phone. It seems decisions in the uk are long winded.
zaphodbeeb said:
Yes it appears thing are very different here in the uk. I have been trying to resolve this with htc since 10th July!! They parked (or in htc uk speak "escalated") my issue for almost a whole month. Today they are making their mind up (hopefully) to supply a replacement phone. It seems decisions in the uk are long winded.
Click to expand...
Click to collapse
Sad to hear that:/
redbull123 said:
He said it was high on one side and low on the other. I don't think it should be high either, mine is flush.
Sent from my HTC One using xda premium
Click to expand...
Click to collapse
i know what he said , in my device its all high than the fascia
My phone has a screen protector on it and at the top it sticks proud of the phone but at the bottom it's flush which means the screen is sunk in at the bottom also the edges of the aluminum stick slightly proud of the plastic but I don't care the phone looks great and it's not impeading the phone in anyway.
Sent from my HTC One using xda app-developers app
HTC Warranty Repair outstanding since 10th July
cokey77 said:
My phone has a screen protector on it and at the top it sticks proud of the phone but at the bottom it's flush which means the screen is sunk in at the bottom also the edges of the aluminum stick slightly proud of the plastic but I don't care the phone looks great and it's not impeading the phone in anyway.
Sent from my HTC One using xda app-developers app
Click to expand...
Click to collapse
Thats what I thought. However, the crack around the phone got much worse so I reported to HTC July 10th. Apart from a dodgy repair from HTC which I will not accept, they have done nothing since JULY 10th with regards this. I am now thinking that my HTC experience is about done as I have lost faith in HTC service, and this awfully made phone. The S4 may be plastic, but I am confident that if it develops a problem it will be repaired/replaced efficiently without the aggravation I am getting from HTC. Really disappointed as I have been a HTC fan since the desire. The amount of my time, and HTC peoples time that has been spent on this must add up to more than the purchase price of the phone.
What I find really galling is that each time I speak to someone in HTC with regards this I have to remind them of their obligations under UK consumer law. By default they look for reasons not to fix the problem. Quite appalling.
They have thanked me for my continued patience with HTC with regards this matter. It seems HTC are on a mission to test the depths of my continued patience. Awful.
I agree with the above poster, HTC seem to go out of their way to make what should be a simple process very difficult.
I have just spoken to them because I have had two HTC Ones now, with a third on the way from the phone company after I spoke to HTC. Both the phones which got returned had chips in the glass near the metal body on the side, one had a dent, and the other had what looked like scrape marks on the white border bit.
HTC customer service told me they were not aware of any other complaints at all about the build quality (!). I then said well there are a lot of people on the internet who have posted about this. HTC responded with "everyone can post anything on the internet". I asked if presumably that meant that all the pictures posted showing issues were therefore faked, but they didn't answer on that.
To me it is very simple: the customer says they have a problem, the company says ok no problem, we will do everything we can to sort it out. Instead HTC argue, insinuate that I was making things up, and try to make it difficult.
I asked if I could send my poor quality handset to them, they can look at it then send me a new one out. I was told that they would indeed do this but if they could not repair it (which would be impressive if they can repair dents and so on) they would send me out a refurbished handset.
I said well I don't see how that works. I buy a phone which is damaged entirely due to your build process then send it back unused, then get offered what is in reality a second hand phone in exchange. Thus halving the value of my investment in one easy step, without ever actually using the damn thing.
The response: "That is the way we do things".
HTC Warranty Repair outstanding since 10th July
dominic doha said:
I agree with the above poster, HTC seem to go out of their way to make what should be a simple process very difficult.
I have just spoken to them because I have had two HTC Ones now, with a third on the way from the phone company after I spoke to HTC. Both the phones which got returned had chips in the glass near the metal body on the side, one had a dent, and the other had what looked like scrape marks on the white border bit.
HTC customer service told me they were not aware of any other complaints at all about the build quality (!). I then said well there are a lot of people on the internet who have posted about this. HTC responded with "everyone can post anything on the internet". I asked if presumably that meant that all the pictures posted showing issues were therefore faked, but they didn't answer on that.
To me it is very simple: the customer says they have a problem, the company says ok no problem, we will do everything we can to sort it out. Instead HTC argue, insinuate that I was making things up, and try to make it difficult.
I asked if I could send my poor quality handset to them, they can look at it then send me a new one out. I was told that they would indeed do this but if they could not repair it (which would be impressive if they can repair dents and so on) they would send me out a refurbished handset.
I said well I don't see how that works. I buy a phone which is damaged entirely due to your build process then send it back unused, then get offered what is in reality a second hand phone in exchange. Thus halving the value of my investment in one easy step, without ever actually using the damn thing.
The response: "That is the way we do things".
Click to expand...
Click to collapse
Hi, htc have decided to close my trouble ticket today because it has been escalated to senior management. From previous experience this is bad news as last time they forgot about the issue for a month. They have point blank refused to send me a replacement device, despite the fact that they have failed to act in a reasonable time, or fix the reported defect. I have discussed this with my network operator who have stated that they will need to repair the device up to three times before they can commit to providing a replacement. This is their standard process.
Luckily for me, I used mastercard to purchase and have been advised to make claim, given the defect and the appalling service to date. This will take up to a month, and they can insist on a replacement device.
Under UK legislation, for high ticket items like mobile phones, you have a right for the item to be free from manufacturers defect for a period of up to 6 years from date of purchase. Legislation also means that I have a right to demand a replacement device if reasonable efforts have been made by me to enable the device to be fixed, which I have. I have also been advised that it is not acceptable for a supplier to continually attempt repair.
I will never purchase another HTC product for fear of poor service, and they are just such high maintenance in the event of a problem.
It's shame, because I really like the phone from the day or so I have had to actually use it!
Vodafone have said they will give me a different phone next time if the build quality on No. 3 is still below standard. The only thing is I don't want an iPhone or an S4 at all. I got the HTC One because that was the one I liked.
But yes, I will also not be purchasing an HTC product ever again because of their frankly appalling attitude towards their customers. These days it is not enough to simple build a good product, people expect (rightly so) that any follow-up issues will be dealt with promptly and correctly. HTC do not do this so I'll be voting with my feet next time!
Hi, I also think that the HTC One is a great phone, if only HTC could supply me with one that does not have a manufacturing defect. Their last attempt at repair was not satisfactory, and their customer service is appalling. Yesterday they closed down my outstanding ticket with them as "that this case has now been escalated to higher management". Today I called to find out if there was any progress with this escalation, and to get a target resolution for this escalation, was promised a call back from a manager, but have heard nothing yet. Last time they escalated my issue it took 1 month of nothing, no feedback or progress. I suspect that escalating an issue actually means kicking it into the long grass. Anyhow, perseverance is obviously the nature of the game, and just to make sure, I opened another ticket for them, so they dont forget me again. Anyone would think that they don't have a legal obligation to make sure their products are free from manufacturers defect!
Now booked in for a second attempt at repair.
zaphodbeeb said:
Hi all,
Dealing with htc service has been a real pain. I unlocked the bootloader, so the first response from htc staff has been "out of warranty". (
Click to expand...
Click to collapse
Sorry for OT but did they know about the bootloader from their database records (seeing your imei or serial number)? Or they examined the phone?
I told them the bootloader was unlocked. They would have found out anyhow, and in the case of a physical defect, it matters not in law. My understanding is that consumers of "high ticket items" should expect that the product is free from defect for 6 years.
Sent from my HTC One using XDA Premium 4 mobile app
i've exatly the same problem !
http://www.forum-generationmobiles.net/t71067p15-info-aide-probleme-sav-htc-amazon#1236179 https://www.facebook.com/htcfr/posts/10200788414732459 https://www.facebook.com/htcfr/posts/10200788389051817 https://www.facebook.com/htcfr/posts/10200747955481003 https://www.facebook.com/htcfr/posts/648836941801497 https://www.google.fr/url?sa=t&rct=...=xyyIktOgXEykTYbkDGJ9_A&bvm=bv.52164340,d.ZG4 https://www.google.fr/url?sa=t&rct=...=gpxUO8lbtDTSZYh8mZ9IOg&bvm=bv.52164340,d.ZG4
lol seriously six years? I mean, we got two years in Germany, i find six a bit unreasonable...is that really UK law?
Couple of days ago I preordered a handset so while waiting for it to come I have done customer service research and found something I came across with my Motorola that was virtually non-existing post purchase warranty service. I had my own case with M7 that I simply dropped the case after went forward sending my phone there and back for 2 times but the phone came back from repair centre crippled.
So today I found some repair centre story that in comparison to mine....well mine is a joke Guy went through 4 months of ordeal and zillion emails and without success. Lies upon lies. Ok that was in 2012. Mine case was in 2013. We all know HTC had nothing but a downward journey ever since.
I love what I see U 11 because of supperb camera and unparalleled audio experience in audio department BUT God forbid I will hate myself if anything goes wrong with phone and I have nothing but the trouble. Realistically HTC in red and last thing they can do is decent post purchase service I think they simply have neither infrastructure nor cash.
By the way in both cases phones were still covered by warranty and eligible for repair.
Tell me how was your warranty services in the last 1-2 years.
Thanks in advance.
I haven't sent any HTC phone for repair, but I did have an experience with Sony. I sent a phone for repair for few issues and the turnaround was pretty quick. It took Sony less than 2 days to repair/replace parts and send the phone back to me. I do believe it depends who you talk to and who processed the repair ticket and such. Sometimes there are user errors where customer doesn't follow the instruction which were provided before sending the phone in. The other times someone from the support makes a mistake in the system and this results in unnecessary headache and confusion. I am thinking about picking up U11 and not worried about not getting post-sale support. It is the obligation of the manufactures to handle any warranty services as it is the responsibility of the consumer to pay attention to the rules of the warranty.
Actually I had some issue with HTC customer service last year when I purchased my HTC 10. The charger stop working after 2 weeks and I mailed HTC service several times but they never answered me back. At the end I sold my HTC 10. But I am going to buy HTC U11 from a shop and not from any online store.
Consumer complaints about HTC..
https://www.consumeraffairs.com/cell_phones/htc.html
I've only dealt with HTC Chat customer service and I don't think anyone comes close to them. I've only had to send out my HTC 10 at one point because the lock/power button became really hard to press. Came back around two weeks later only to find that the camera lens wasn't lined up properly and so I was able to send it back again. Never had an issue at all either time.
janjan said:
Actually I had some issue with HTC customer service last year when I purchased my HTC 10. The charger stop working after 2 weeks and I mailed HTC service several times but they never answered me back. At the end I sold my HTC 10. But I am going to buy HTC U11 from a shop and not from any online store.
Consumer complaints about HTC..
https://www.consumeraffairs.com/cell_phones/htc.html
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That is atrocious experience (consumeraffairs). Same as Motorola. A 1000 loop post purchase service set in the parallel world run by asylum house. Reason is not valid there.
At this moment I have 2 weeks till my phone deliver but I seriously thinking of cancelling my order and sticking to my Pixel. NO I don't want to waste my life like those poor customers.
nebulaoperator said:
That is atrocious experience (consumeraffairs). Same as Motorola. A 1000 loop post purchase service set in the parallel world run by asylum house. Reason is not valid there.
At this moment I have 2 weeks till my phone deliver but I seriously thinking of cancelling my order and sticking to my Pixel. F**k NO I don't want to waste my life like those poor customers.
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Go look up any OEM on there, no one has good reviews. It's a site for complaints so that is all you get complaints. Compare also to Samsung, Moto, LG on that website they are all bad.
You're far more likely to find bad experiences of any company posted online, because why would anyone feel the need to post good experiences? I had to send my LG G4 back due to bootloop and it was a 10 day turnaround and I was happy with it... however I've also seen horror stories about LG warranty repairs as well.
I reckon I could find dozens of bad experiences posted online for EVERY smartphone manufacturer (and probably every major manufacturer of goods as well). Does that mean I'll never buy a smartphone? Of course not! You can try to minimise the risk of getting a bad experience if you like, by doing tons of research about who has the best customer service, quickest repair turnaround, etc. but why waste your life like that? Even going with a company that seems like it has the best service won't GUARANTEE that you'll get that great service!
If you're really that worried about breaking your phone then get a tempered screen protector, a heavy duty case, spray-on grip for your hands and pray every day! ?
Agreed a bad/good experience can be had by most. I almost pre-ordered but didn't in the end. I feel HTC did a good job with the 11 like the 10 but it's a sold double not the home run. Personally I'm waiting on the OP5, mostly because of the dev support. If I had an unlimited phone budget I would certainly at least take it for a spin.
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Wow, I just googled for Apple warranty problems and can you believe that not everyone has had as good service as you? You probably can't believe it as you don't want to take the point that myself and others are trying to make - that your hours and hours of research on after sales care doesn't really mean that you'll definitely get great service every single time, whether it's Apple, HTC or any other manufacturer. But please, keep researching because I'll be enjoying my life in the meantime and being polite to people and respecting their opinions and experiences.
Oh, don't bother replying to me as you'll be wasting more of your time as I've unsubscribed to this thread now. Good luck with your search (and your people skills)!
@aknotts415 This was mine experience. Legit one. I would not bring this but people like you ask for it. Simply go there and compare.
LG vs HTC. I am providing you two links one for each.
LG total of 19 reviews score is 2.7 https://uk.trustpilot.com/review/www.htc.com ( Though there ara other threads that have Bootloop issue all over G4 Nexus 5x)
HTC total of 227 reviews score 2.0. https://uk.trustpilot.com/review/www.htc.com
Again I am seeking people who had direct experience like me. That would be much easier for me.
janjan said:
Actually I had some issue with HTC customer service last year when I purchased my HTC 10. The charger stop working after 2 weeks and I mailed HTC service several times but they never answered me back. At the end I sold my HTC 10. But I am going to buy HTC U11 from a shop and not from any online store.
Consumer complaints about HTC..
https://www.consumeraffairs.com/cell_phones/htc.html
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Click to collapse
How would that make a difference if you buy from an online shop? Though Iv;e red someone did that in order bypass direct contact with OEM.
nebulaoperator said:
@aknotts415 This was mine experience. Legit one. I would not bring this but people like you ask for it. Simply go there and compare.
LG vs HTC. I am providing you two links one for each.
LG total of 19 reviews score is 2.7 https://uk.trustpilot.com/review/www.htc.com ( Though there ara other threads that have Bootloop issue all over G4 Nexus 5x)
HTC total of 227 reviews score 2.0. https://uk.trustpilot.com/review/www.htc.com
Again I am seeking people who had direct experience like me. That would be much easier for me.
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Just to compare
LG https://www.consumeraffairs.com/cell_phones/lg_cell_phones.html
HTC
https://www.consumeraffairs.com/cell_phones/htc.html
Samsung
https://www.consumeraffairs.com/cell_phones/samsung_cell_phones.html
Apple
https://www.consumeraffairs.com/computers/apple_iphone.html
Sony
https://www.consumeraffairs.com/cell_phones/ericsson.htm
My point is they all rank bad on these complaint websites. People only go there to complain. U have every right from ur story to hate HTC and I'm not discrediting you it's just these websites are not realistic bases since there only for complaints
aknotts415 said:
Go look up any OEM on there, no one has good reviews. It's a site for complaints so that is all you get complaints. Compare also to Samsung, Moto, LG on that website they are all bad.
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Agree. Only people that have bad experience will complain, but people that had no issues or had positive experience with customer service of any given OEM, won't post their positive experience info.
@aknotts415 the sole reason I gave you my links to trustpilot is there you can right positive review too. Make your conclusions here. Forget consumer affairs.
It's all about personal feelings and experiences.
I have always had HTC never ever a problem with it what so ever.
Great camera is key for me so I went for the LG G4.... Three times for repair!! What a nightmare phone. Great pics though.
So i have to say never a LG for me. Glad the U11 has the best camera. And I can rely on the great quality of HTC again.
But always keep in my mind it's a tech product.
I've had nothing but superb customer service/repairs from HTC, they recently fixed my HTC10 and I had it back within the week, same with my M9 the year before.
Adam182 said:
I've had nothing but superb customer service/repairs from HTC, they recently fixed my HTC10 and I had it back within the week, same with my M9 the year before.
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What fault did you have on the phone? Did the phone come back without any visible repair damage like body integrity ?
nebulaoperator said:
What fault did you have on the phone? Did the phone come back without any visible repair damage like body integrity ?
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HTC M9 had small cracks on the corners of the screen bezel, and my 10 had a hot spot on the screen, both came back in the exact same condition only with the issues fixed completely.
Thread cleaned.
On that note, keep this thread on topic and post in accordance with the forum rules. If you have an issue with another member, kindly take it to PM, report them, or move on.
Cheers,
Magnum_Enforcer
FSM
@Adam182 Thanks!