I sent my Imate JasJar in to the repair company in the UK (SBE). The problem was an extremely loose screen hinge. It was so loose that the screen would move freely past the usual 180 degree stop. It would also click when opening and closing the screen.
I decided to email Imate and ask there opinion on what to do about this. They immediately responded saying that I should send it in for repair, and they duely issued me with an RMA number, and procedure for getting it shipped to SBE. All of which I did with no problem at all. so far so good.
7 days later, and I get a letter in the post from SBE, stating that they have found the screen to be dead and have replaced some screen connectors, and that it is not covered under warranty and that I now owe them £40 before they will repair and send it back to me. They have got to be kidding me..
There has never been any form of electrical problem with the device whatsoever. I only had a purely mechanical fault that I-Mate themselves agreed to fix under RMA conditions.
I am absolutely furious, as I have tried to get hold of the i-mate representatives on 4 occasions with no success. I think they are ignoring me now. And i cant even get through to SBE on the telephone..
What the hell is going on.......I bought this device at considerable cost, for the price of a small laptop, and it has lasted me less than 3 months, and now I have this to deal with....
Anyone have any contacts within Imate or SBE that I can talk to? Or any advice for me in progressing this further.
I dread to think what my JasJar will look like when and if I ever get it back. Not to mention the fact that I've been without it for 2 weeks now, and that is very hard to deal with in itself.
My advice to anyone who is considering buying one of these devices would be - what a great bit of kit, has its little quirks, but nothing you cant work around, well worth buying, only dont buy it from I-Mate, go for the Orange, O2 or T-Mobile versions, because at least you will be able to use there warranty channels.
I'd keep trying Imate. Be polite but firm in your emails, ask if they authorised the repair of the screen and state that as far as you were aware this has been done when there was no fault there in the first place with no authorisation from you...
Then
It might not be a bad idea to write to SBE enclosing a copy of your original email to Imate describing the fault you had.
State very clearly in the letter that there was no screen fault when you sent the unit to them and that they have 7 days to repair the device and return it to you in a fully functioning state.
Copy everything you have on this then pass it all on to your local trading standards... you must give a company you have issues with reasonable time to respond, so 7 days should be fair enough.
I'm presuming here that you definitely didn't have a fault with the screen?
If Imate have told them to repair it under warranty I don't see why they are trying to charge you, if Imate or you didn't authorise the repair to the screen then the company doesn't really have a leg to stand on and trading standards should be involved. I can't see why dead screen wouldn't be covered by a warranty anyway..
It's concerning me, my MDA pro is currently away to fix this very issue (a dead screen).
Lots of people have problems with I-Mate support. Look here:
http://www.howardforums.com/showthread.php?p=6599566#post6599566
oh boy! this worries me too as my Jasjar was already shipped to be replaced.
If it's been damaged in transit, then presumably the next step is to claim on the postal insurance you used.
Joe
warranty claim honoured, arrives back tonight
I've managed to convince them (Imate and SBE) that this is indeed a warranty claim, and they have now agreed to repair it as such.
They're trying to tell me that normally this type of damage is not covered under warranty, but will make an exception - this time only. (can you believe it)
All I know is that when I sent it in to them it had a mechanical fault that they originally agreed to repair under warranty and duely issued an RMA number. There was never any type of dead display (this is what they claim).
I've fought hard to get them to agree to repair it, what a battle it's been.
I only hope that when I receive it tonight, it will be in good condition, and look as it did when I sent it in, except of course for a repaired hinge.
I'll report back tonight when I recieve it.....
good luck.
I received a replacement MDA pro yesterday, after my screen died, under warranty, however the space key is dodgy on the new one, I'll see how I get on with it for the next week and decide whether to return it or not!
faulty, sent it back...ggrrrrr
Unpacked and examined it thoroughly, first impressions were.....very good, they have actually replaced the whole display case and hinge, looks gr8, and hinge is now very tight, as it should be. so far so good, but wait.....
Installed battery and powered it up......the screen is displaying everything upside down and back to front......can't believe it.
I soft reset it.....no difference.. I hard reset it....no success, still the same.
I even tried re flashing the firmware with factory imate release, but still the same......
I tried the screen in every possible position, but no matter what I do, still the same inverted bloody image.
I'm so pissed off. I've sent it back in to them for another round.
So much for quality control.
Will keep you guys updated.
I can add to this...
I do repair phones and there was one case in which Jasjar was rotating 360 deg and everything on the screen was looking as a mirror image..
If u carefully look at the manual u will see that there's a bunch of cable which pass thru a small hole and then again spread in the touch screen panel part...
the hinge is actually revetted and locked..but if somebody applies a bit of pressure the revet loses the grip and thus allows 360 deg rotation..
but by doing this it twists the wires so much that they get stressed and do not pass right info to the display..
What I did I untangled the bunch and I got back the screen working fine...only the switch outside(for taking and rejecting call when screen is shut) are not working....but everything is just fine...
so people at service center might not hv done their job perfectly
Re: faulty, sent it back...ggrrrrr
I sent an Imate sp3i to SBE and the hamfisted numptys cracked the aeriel cover when they removed it. Also, the chewed up the warranty sticker removing the screw and didn't apply a new one. Sadly I only noticed the cracked aeriel cover when taking it out of SBE's packing box 5 weeks later - I'd only done a cursory check on the fault repair when it arrived :-(
Warranty Issue
If you are going to check on jasjar when you buy it, it comes with a sticker in front giving you instruction to rotate the screen 180 degrees clockwise. When you try to rotate it the other way around, the coaxial cable that connects the lcd to the board panel will break giving you a white screen or sometimes display is there but touch screen is not responding. When the technician opens the device he will see it immidiately and from there they will consider it customer abuse meaning you voided the warranty and you will be charged for the repair
Warranty Issue
If you are going to check on jasjar when you buy it, it comes with a sticker in front giving you instruction to rotate the screen 180 degrees clockwise. When you try to rotate it the other way around, the coaxial cable that connects the lcd to the board panel will break giving you a white screen or sometimes display is there but touch screen is not responding. When the technician opens the device he will see it immidiately and from there they will consider it customer abuse meaning you voided the warranty and you will be charged for the repair
For the love of god....surely we dont have such stupid people in this world.
Latest Update: SBE say that the machine has failed quality control and is with the technicians.
They won't tell me anything more...I'll just to have wait and see what they blame it on this time. No doubt they'll come up with some **** and bull story blaming me in one way or another, and then try to charge me too.
Will keep you updated when I find out more. There is no sense of urgency with this company, so frustrating. At least my Sony Ericsson P900 is holding up perfectly while I wait.
I have to say the QC on these devices is very poor.
MDA #1: Clicking hinge, something to do with the plastic shell at the back where the USB port is I thought.
MDA #2: Metal plate not glued in correct and scaping my face during calls (it's quite a sharp edge)
MDA #3: Dodgy keyboard - keys sticking out and whole keyboard set at a rotated angle.
MDA #4: Dogdy hinge again, very loose, looked like a refurb to me
MDA #5: Camera fault - big white blown pixel in camera itself (not the screen)
Result? I got a Vario and took up the early Jan O2 Exec offer. Exec is fine by the way, but they creak more than MDA's (dunno why).
Vario is def. built more solidly. And the P900 you mentioned keeping you going just demonstrates the quality differences. A P900/910 is one of the few phones which will withstand a nuclear holocaust (probly) and is built like a brick sh*thouse.
Sony build em like Merc's and HTC build em like Vauxhalls (Holden for our antipodean friends, and Opel for our European friends).
Update
I've just been told that they're(SBE) awaiting spares from Dubai, but they cant tell me what's wrong with it????? so who knows how long this will take.
This is so frustrating, but hey I've got my trusty P900.
I've been told that they are still awaiting spares which should arrive by the end of next week. ???????? (They tell me 6 weeks to get the shipment in)
Can't f&*%ing believe this, do they send the spares over via ship? how can they expect a customer to be without a device for 2 months....This is a complete joke. Why don't they send them airmail.
They tell me that they have to replace the complete system board. Surely it would be easier to simply send me a new device??? Surely I can demand a new device?
I'm certainly going to get in touch with I-Mate again (3 million'th time), I will demand a replacement device.
GGrrrrr................
I received my JasJar tonight.......Yehaa, at last, only two months later...
Despite my reservations and lack of trust in SBE, I have to say that they got it right this time around.
They've replaced the complete system board and as a result I have a new IMEI number too. In addition to this, they had previously replaced the entire screen housing and hinge, so the phone is, and looks as good as new.
I'm in the process of putting it back to my liking with all upgrades/software/hacks, but so far all is functioning really well.
I'm happy again, i just hope it lasts this time around.
Thanks to all for listening to my problems
I received my JasJar tonight.......Yehaa, at last, only two months later...
Despite my reservations and lack of trust in SBE, I have to say that they got it right this time around.
They've replaced the complete system board and as a result I have a new IMEI number too. In addition to this, they had previously replaced the entire screen housing and hinge, so the phone is, and looks as good as new.
I'm in the process of putting it back to my liking with all upgrades/software/hacks, but so far all is functioning really well.
I'm happy again, i just hope it lasts this time around.
Thanks to all for listening to my problems
I too had a equally bad experince with SBE (7 weeks, 2 returns, 10 phone calls and the threat of reporting them to trading standards before my phone was repaired) . I can't imagine why Imate tarnish their image with their ongoing association with such a company.
Related
Hi! I Love ( D ) my TD2... to bad my touch screen broke already (2 months after purchase) without dropping it or whatever.. Screen and phone works normal.
Im just curious if there are other people having this problem jet?
Do you guys think im f*ck'd? or does htc replace touchscreens within warranty?
if not; Does anybody know what the costs may be for replacing a touchscreen? And is it possible to replace only the touchscreen or must the whole screen be replaced?
A lot of questions , i know.. hope someone can give me answers.
Thank you!
new screen
see here, a similar discussion: http://forum.xda-developers.com/showthread.php?t=537654
if the screen broke and it was not your fault, warranty should cover that ... it seems that buying a new screen and putting it is easy ...
thnx for reply georgeono! guess i'll try warranty first.
same here...touch screen cannot sense any form of touch
Hm.. to bad man. when i put my phone under a bright lamp or in the sun i can see some kind of liquid under the screen(so i know its definitely broke..), same at yours? did you contact warranty jet?
i guess the screen is just not that strong, cause i have treated this phone much much better then my old htc touch and that touchscreen is still working..
my batt went flat...
I go home and charge it..
before full charge, I sms and it is not working anymore..
Soft reset or hard reset no use..
Next day, I see the "liquid" screen under sunlight...
I also take care of it well as this is my first pda and most expensive hp i ever bought...
Going to sent in on this coming thursday...
How about ur warranty, void or consider under warranty??
havent found time jet to send it in but i'll send it tomorrow so i'll let you know. .
I have had the same problem. I sent it back last Friday and have had notification on Monday that it arrived at HTC, but the tracking details they gave me don't seem to do anything. They say it'll be 5 to 10 working days before I get it back.
The engineer on the phone pretty much straight away described the problem as 'LCD Leak' and that was also stated on the postage label they sent through to me.
I found a short term fix for the problem before i sent it off: When you see the touch screen has the patch of liquid inside, use a piece of sellotape or other sticky tape and gently pull the touchscreen outwards away from the phone and it becomes usable again as long as no fluid is touching the screen any longer.
Hope this makes sense.
edit: I got my phone back and the same problem was still occurring - it looked like they had simply take taken the screen off and put it back on again. It has gone back again, but hopefully this time they will actually look at it.
hm i tried your fix but it didnt work for me ..thnx for the tip anyway!
Same like here I think:
http://forum.xda-developers.com/showthread.php?t=522813
I had to sent it back for a repair. Right now my repaired phone starts to get the problem again
kaas11 said:
Hm.. to bad man. when i put my phone under a bright lamp or in the sun i can see some kind of liquid under the screen(so i know its definitely broke..), same at yours? did you contact warranty jet?
i guess the screen is just not that strong, cause i have treated this phone much much better then my old htc touch and that touchscreen is still working..
Click to expand...
Click to collapse
i had the same problem and i can tell you this is caused by too much pressure on the screen. it seems the screen does fall into the phonecase and therefore free itself from the glass. take care with that phone in the pocket!! also the manual says, take out the phone of the pocket when you sit down!! i was shocked when i read that... i mean.. wtf.. what is the idea of a mobile phone which you cant have in your pocket???
haha , and they used to call it a pocket pc! too bad i havent read the manual BEFORE i bought this fragile peace of sh..
kaas11 said:
haha , and they used to call it a pocket pc! too bad i havent read the manual BEFORE i bought this fragile peace of sh..
Click to expand...
Click to collapse
Your just a very unlucky man...
I really love my TD2 and it's working as it should be.
I do not use a case and have it just "naked" in my pocket (without keys and other stuff in my pocket) and its no problem, no scratch...
And i don't call it fragile, ok... it can break easier than a rock in your pockey but still..... I don't know how your TD2 is but mine cant bend a 1/2 mm, it's pretty though.
Phone fixed.... For now
I have received my phone back after a second trip back to HTC and it appears that they have replaced the whole frontage of the phone as a tiny scuff on the metal bit and a miniscule scratch on the screen have gone. The internals of the phone are the same as it has the same serial number and IMEI number.
Its all working so far, I've had no evidence of the fluid in the screen as yet and hope not to again!
Send it back and it will be mended eventually!
Had a similar problem, after 20 days the display broke (not on the surface but under it) because of...who knows, maybe direct sunlight since it was on the seat of my car.
Now, after reading the post, I see it's not a singular problem but also other lucky customers are dealing with it.
The real problem is HTC service. I contacted HTC Italy and they told me to take the PDA to a collection point along with a letter describing what happened since I asked for the warranty cover. After 20 days they told me I have to pay 126€ to repair my D2 because the service decided that it was due to my manomission (aka : you have lied to us). After some enraged mails I sent to them, they replied me I should contact HTC in UK to have the warranty. I decided to pay to have my phone back quickly but until yesterday no answer.
Today I sent another email and HTC replied telling me that the service center is closed for holidays until 24th...
I let you imagine how disappointed I am with HTC and they call it HTC Service Excellence.
Ok, it was my fault...I knew I had to buy the spare part on my own and change the LCD but I trusted the HTC name...big big big mistake!
Just consider those experiences in case you think to send your phone back to HTC service...I will never do this again!
Thank you guys, now I know for sure it was not my fault.
I have my TD2 now 3 month and I recognize the problem others mention. Although this problem is a fault, the system is not broken.
When the phone blocks, look for the "liquid" below the screen. It can be very small to fingertip size. The screen is not broken but the touch screen sticks to the display screen. It occurs by applying some force while using the touch screen. Of course this should not happen but it locks the phone or results in unpredictable touch inputs. IT IS NOT BROKEN.
It can be easily solved. Just wipe, with some pressure, with your thumb over the touch screen starting from well below till above the affected area. The touch screen detaches from the display screen and everything works again.
The solution would be a mod by HTC to prevent the two screen from sticking together.
I hope this helps by preventing people to send their phone back and foreward unnescessary.
Just send in my TD2 today for the same reason. Hope they wont simply "lift the surface up" and send it back to me.
repaired!
i had to wait a long time, but i got a message today that the phone is repaired within the warranty by an external repair service. Hopefully the problem is solved now, but im very glad to hear its not gonna cost me 200 euro's or so!
for the dutch : ondanks alle slechte verhalen over dynafix (volgens mij de gebruikelijke repair service voor een htc telefoon in nederland) is het toestel gewoon gerepareerd zonder onzin over drukschade etc. !
update
got my phone back yesterday , in fact they replaced my old phone with a brand new one! Totally free of costs. So i'm a total htc fan again!
kaas11 said:
got my phone back yesterday , in fact they replaced my old phone with a brand new one! Totally free of costs. So i'm a total htc fan again!
Click to expand...
Click to collapse
Are you sure it's new? I thought they replaced mine as well (after a LOT of phone calls and hassle), but the serial number is still the same.
The counters had been reset, so at first I thought it was a brand new one...
So after almost 10 months of service, my X1 is being sent to a repair center today.
I tolerated the cracks throughout the case (didn't bother me) and my front facing camera was jacked. However, today whenever I slid the keyboard out the screen wouldn't change orientation and would freeze. I did a soft and hard reset -> samething happened so I got my RMA number and will be shipping the phone out today.
What are peoples experiences with the Bloomington, Indiana repair shop?
SE says that a repair normally takes 7 to 10 business days to have your phone fixed, but my phone was in repair for over 22 business days so I didn't have my phone for a month. Depending on your issue you might get it back quicker. My problem had to do with a messed up flex ribbon causing the screen to turn black when in landscape mode. From reading other posts from people who had cracks, they got their phones replaced and they got theirs within that 7 to 10 business days time frame. Hopefully you don't have to wait as long as I did.
Good Luck!
My phone repaired and shipped back out in about 3-4 days. Their estimation is always 7-10 though.
Was pretty fast and painless.
Just got my phone back, that was quick! I was kinda worried after all the horror stories, but they fixed all my issues (bad front facing camera, cracks, no screen rotation). Even the wobbly optical pad.
I think what they did is they took the front faceplate (metal) from my old phone and put it on a new phone. Phone feels a lot more solid. Got a brand new screen (my old screen had a light scratch on it).
All in all, I give SE Support an A+.
i might send my x1 to india next time then for repair. the uk is useless
Jasand said:
i might send my x1 to india next time then for repair. the uk is useless
Click to expand...
Click to collapse
This was in America btw.
hi all, ever since i had my original Touch HD replaced by orange as it got damaged in work, the replacement has pretty much always had an oily looking substance visible under the screen. it causes no problems and is only visible when the screen is off but i was wondering what it might be and if i can get rid of it as i'm due my upgrade next month and want to maxmise the resale value of my phone.
any help would be great, thanks in advance
Anyone? 79 views and I'm the only one with this issue
If it was a replacement, it was probably a refurb unit. The oily substance might be some cleaning fluid used when reassembling the phone, and not removed properly.
It shouldn't be there, there's unlikely any way to get rid of it without disassembling the unit. Best bet is to send it back to Orange and complain.
handsomedog said:
If it was a replacement, it was probably a refurb unit. The oily substance might be some cleaning fluid used when reassembling the phone, and not removed properly.
It shouldn't be there, there's unlikely any way to get rid of it without disassembling the unit. Best bet is to send it back to Orange and complain.
Click to expand...
Click to collapse
Thanks for the reply, same sort of lines along what I was thinking, either that or something like excess sweat getting held in the small layer of air trapped in the touchscreen used on these. I think my brother is going to buy it as it is as soon as I get a new phone so I doubt I'll bother going to Orange about it, and incur another £25 insurance excess. Thanks
Its a newton ring, where it's either overheated through use in the past or (if you believe HTC) it's from applying too much pressure to the screen.
It will show up more under flourescent light.
If you're still in the returns period of the phone, send it back and ask for another, if you're past that (thus giving them the ability to say it was fine when they sent you it) then there is a thread on here which describes clearing the rings using a lighter.
If you're going to try that, find the thread for the full instructions.
Both my blackstones developed the rings, neither of them had excessive pressure applied to the screen, but they do get very hot using tomtom while charging in the car.
Tried a warranty repair from HTC, they demanded £180 and denied it could be anything other than too much pressure, so tried a warranty repair through carphone warehouse (the shop was being refurbed when I first had the problem which is why they suggested I went direct to HTC).
The phone came back untouched, they'd sent it to HTC for repair, HTC sent it back saying "no pixel errors found" so the hadn't even read the fault description from CPWH. I ended up claiming for a new one on my insurance citing water damage at CPWH's advice.
The replacement also developed a long ring up the middle of the screen, managed to clear it with a screen protector as this flexes the layers of the screen and pulls them tightly together.
xaccers said:
Its a newton ring, where it's either overheated through use in the past or (if you believe HTC) it's from applying too much pressure to the screen.
It will show up more under flourescent light.
If you're still in the returns period of the phone, send it back and ask for another, if you're past that (thus giving them the ability to say it was fine when they sent you it) then there is a thread on here which describes clearing the rings using a lighter.
If you're going to try that, find the thread for the full instructions.
Both my blackstones developed the rings, neither of them had excessive pressure applied to the screen, but they do get very hot using tomtom while charging in the car.
Tried a warranty repair from HTC, they demanded £180 and denied it could be anything other than too much pressure, so tried a warranty repair through carphone warehouse (the shop was being refurbed when I first had the problem which is why they suggested I went direct to HTC).
The phone came back untouched, they'd sent it to HTC for repair, HTC sent it back saying "no pixel errors found" so the hadn't even read the fault description from CPWH. I ended up claiming for a new one on my insurance citing water damage at CPWH's advice.
The replacement also developed a long ring up the middle of the screen, managed to clear it with a screen protector as this flexes the layers of the screen and pulls them tightly together.
Click to expand...
Click to collapse
Thats really helpful, thank you for clearing it up. Yes the oily substance on mine is right down the middle of the screen and moves when any pressure is applied to the screen. It doesn't hamper the phones performance in any way and cannot be seen at all when the screen is lit up and considering that claiming a replacement on my insurance will cost me £25 and I've been offered £100 for the phone as it is I'll probably just wait for my upgrade on the 13th. My dad has just passed away this week and I can't really be doing with any more hassle or bills so I'll make do, its been there for about 7 months without really bothering me.
If I leave it will it cause any major problems or have any side effects to the phones performance in any way as it is all working perfect at the moment?
Sorry for your loss.
If its not interfering with the screen's response (mine doesn't but my first HD was much worse and prevented typing) then I'd leave it be, get the upgrade (go for a HD2 unless you want android) and sell your HD.
Same crap with mine.... Newton rings? How about ring of death!
xaccers said:
Sorry for your loss.
If its not interfering with the screen's response (mine doesn't but my first HD was much worse and prevented typing) then I'd leave it be, get the upgrade (go for a HD2 unless you want android) and sell your HD.
Click to expand...
Click to collapse
I would go for the HD2 but I fear WinMo is slowly on its way out, there's virtually no new games come out for it and everyone either seems to be jumping ship to the iphone (sorry to swear so openly on the forum) or android. I have been thinking of trying the Samsung Galaxy S or possibly HTC desire but I've still got a few weeks to work it out. What do HD's go for now used? Mine is fully unlocked and comes with a few accessories like the in car holder and charger and has an 8GB MicroSD card with it
Well, given the tech specs of the HD2, chances are it won't be long into WP7's life before a rom is released to work on that, otherwise you can run android on it.
Personally, I've kept mine stock other than installing SPB mobile shell 3.5
There's the star trek game, spider man, transformers, worms (oh that is so much fun).
Ok So I sent my HC H2 off under warranty to HC as I had lots of white marks on the screen display when surfing the net. They didn't repair it and said it would cost £198 to fix even though apart from seeing the spots mainly only a white back ground the phone was actaully in perfect working order and it cost me £20 to get it back. Now the ouchscreen has gone just suddenly and am debating on sending it back again. Now the postive thoughts from me is that if it is under warranty then they surely have to fix me phone for free. But my negative thoughts are they will just try to charge me for the repair or charge me £20 just to get my phone back. What would you do?
I get get the unit to turn on I can take calls using the buttons on the bottom but cannot use the touchscreen so can#t unlock it or do anything else with it. The phone is perfect never been near water and never been dropped.
Did you forget to remove hspl and return it to stock before you sent it to them? That voids warranty and makes the repair chargeable.
Yes sorry forgot to mention that I had indeed removed it and put the stock raido rom and removed HSPL. I assumed that the white marks were deemed as cosmetic but i will never know as I didn't get a report just an email with a link saying pay £198 for a repair or £20 to have it sent back unrepaired. I think if they don't fix it this time under warranty I will take them to the small claims court if needed.
hmm, could be water marks? is the water damage indicator red or white? if its even slightly pink, they wont cover it. Best of luck arguing your case.
water damage indicator red or white? It's never been near water opened the back can see a white circle looking sticker near top left if thats it?
There are 2 water markers i understand, and regardless of how close the phone may have been, it they says its water damage there is no movement from HTC on this
Sadly your best bet would have been to get full details of the issue before it was sent back. I suspect that it wil;l cost you the £200 to get it repaired.
You could replace it yourself for much less - if you have the skills as it not easy to do imho, or try the repair company's that advertise in the Sunday papers.
If it was mine, I'd have paid the first time
If you are good at following instructions, then you could probably replace the touchscreen and get it working. There's several disassembly videos on YouTube. Beware, the HD2 is a beast to take apart. There's several fragile ribbon cables that are extremely easy to tear, and many XDA users have made their phones worst off trying this. I mean, you could almost get a good condition HD2 for the 200 pounds HTC is trying to charge you.
Well it's good news, After 10 days of not hearing anything had a call to sall repair is being done under warranty and as a good will gesture of the delay they are going to email a link for all the accessories available for the phone that they sell and I can have anything up to the value of £50! I am well happy and this has restored my faith in HTC
Thats good news :0
The delays in UK HTC repairs have been up to 6 weeks and have been reported by the bbc
Well, I was in the process of putting my phone back to stock so I could get the camera replacement (purple haze problem) done while the warranty was in place... except somehow the eMMC screwed up while going back to stock. The bootloader still runs, so HTC can at least see that I unlocked the phone before it screwed up... and likely voided my warranty.
I talked with HTC in HK (where I bought it; I'm in GZ now), figuring I'd be on the hook for the memory fix but also the camera now, too.
In fact, they were pretty cool about it - they said if they could fix the memory and get it back to stock without replacing the motherboard, they'd cover it under the warranty. Even if the motherboard had to be replaced, they'd charge me for that, but then still cover the camera replacement under the warranty!
Have to say, that wasn't the response I was expecting. On top of that, they accepted my phone in the GZ location and sent it back to HK, for free.
The phone's still in processing now, so it's not final yet, but so far I'm pretty impressed with HTC service...
(update: after a number of returns, detailed below, I've thrown my hands up in frustration and moved on to another phone.)
tobin_o said:
Well, I was in the process of putting my phone back to stock so I could get the camera replacement (purple haze problem) done while the warranty was in place... except somehow the eMMC screwed up while going back to stock. The bootloader still runs, so HTC can at least see that I unlocked the phone before it screwed up... and likely voided my warranty.
I talked with HTC in HK (where I bought it; I'm in GZ now), figuring I'd be on the hook for the memory fix but also the camera now, too.
In fact, they were pretty cool about it - they said if they could fix the memory and get it back to stock without replacing the motherboard, they'd cover it under the warranty. Even if the motherboard had to be replaced, they'd charge me for that, but then still cover the camera replacement under the warranty!
Have to say, that wasn't the response I was expecting. On top of that, they accepted my phone in the GZ location and sent it back to HK, for free.
The phone's still in processing now, so it's not final yet, but so far I'm pretty impressed with HTC service...
Click to expand...
Click to collapse
Here is my exprience:
http://forum.xda-developers.com/showthread.php?p=52438047
so all in all, i dont have anything bad to say about em. heck they even changed the covers .D
HTC is a company from Taiwan. I have to say, they don't treat us like this over here.
Repair Story from Pakistan
I just got back my phone with camera purple haze fixed. They replaced the camera in my HTC One.
I gave them my phone yesterday and to my surprise holding my phone in perfect condition right now within 24 hours.
Amazed at their extremely efficient service
tobin_o said:
Well, I was in the process of putting my phone back to stock so I could get the camera replacement (purple haze problem) done while the warranty was in place... except somehow the eMMC screwed up while going back to stock. The bootloader still runs, so HTC can at least see that I unlocked the phone before it screwed up... and likely voided my warranty.
I talked with HTC in HK (where I bought it; I'm in GZ now), figuring I'd be on the hook for the memory fix but also the camera now, too.
In fact, they were pretty cool about it - they said if they could fix the memory and get it back to stock without replacing the motherboard, they'd cover it under the warranty. Even if the motherboard had to be replaced, they'd charge me for that, but then still cover the camera replacement under the warranty!
Have to say, that wasn't the response I was expecting. On top of that, they accepted my phone in the GZ location and sent it back to HK, for free.
The phone's still in processing now, so it's not final yet, but so far I'm pretty impressed with HTC service...
Click to expand...
Click to collapse
how long gonna take to repair it? i'm planning to replace the camera, on my vacation in HK.
Well, OK, time for an update to my original story:
So I got the phone back from HTC:
- Camera replaced, purple haze gone. Yay!
- eMMC (entire mainboard) fixed at a cost of approx. USD$213; oh well, my fault.
- Surprise - back casing replaced for free, without prompt from my side. Reason given was "Beats logo print quality poor" (ironically, the Beats logo on the new casing is wiping off even faster than before)
Anyway, so I had the phone back in my hands, and was initially pretty happy. Signal reception seemed a bit... off... but I figured it was maybe down to being in poor reception spot in China, or needing a factory reset, or even that I should get a new SIM card after more than 2 years.
Less than a day later, I realized there was something seriously wrong. 3G was seriously unstable in most places where it used to be strong, and even phone calls would drop out abruptly. Locking the phone down to 2G seemed to help a lot, but maybe not quite perfect, either. Regardless, staying on 2G is no good. Here's the unfortunate part: I was so determined to believe within the first evening that even *if* anything was wrong, that it couldn't possibly be the phone. By the time I realized it was the phone, I had already unlocked it, in order to root it. Why? Because I'm in China, and since the Tiananmen Square anniversary, anything related to Google is totally blocked, including Google Play, Mail, Contacts, Mail, Calendar, Translate, etc. which means SSH or VPN is a must, which means unlocking->rooting.
So I get it back to HTC in HK, and explain very kindly that while I appreciate the camera being fixed, that I think they've given me a borked 3G radio. I explain that it's unlocked, only because of the situation in China, and they're very understanding about this, as apparently they've heard this from many other customers, too.
I get the phone back later, and same issue. They state that they just replaced the "upper board" which apparently handles the radio. Worst thing is that they don't even know if they've fixed it or not, because I realize the 3G radio problem in HK is far less severe, and therefore far less obvious, although definitely still apparent throughout a day of usage. Even for myself, I didn't realize the problem was still there until after the service center was closed. This leads me to believe that it might be the antenna embedded within the back casing (which they replaced in the original repair because of the bloody Beats logo... which I didn't even ask for...), because of the far better 3G coverage in HK compared to anywhere in mainland China.
I get back in touch with HTC HK, and explain the situation. They try to be understanding, but they're unsure about what to do about this. I tell them I think it's the back casing. They seem open to that idea, but then go on to explain to me that their lenience with the unlocked status of the phone only extends to repairs that don't involve mainboard replacement. If it were to come down to that, they'd want to charge me another ~USD$213.
It gets better: I had been using an old Sony Xperia Play during the time that my HTC was out of my hands, and was using a SIM card holder in it. I stupidly placed the empty holder back into its SIM slot during the most recent HTC pickup, and when I tried to remove the SIM holder from the Sony later, it had snagged on something... probably one of the electronic contacts for the SIM card. Long story short, I got the holder out, but the SIM slot in the Xperia is busted. Yay...
Faced with my HTC One being gone again for a while, and no certainty at all about whether it would come back to me any better than before, and no longer having a backup phone, I bought a OnePlus One. Despite all the crap you read about delays with their invite system and shipping, etc... if you buy it domestically, it's delivered to your hands in less than 24hrs from clicking "Buy" on their website. Nice. Although OPO has a couple of issues, too, but that's for another post.
As for HTC... I hope they might try replacing the back casing this time (at no expense to me) and that this might resolve the situation. As troublesome as this whole service situation has been since the purple haze camera started it, I still love the phone, and think it's definitely the best phone I've ever owned, and one of the best phones ever made. Even with the improvements made, the M8 doesn't beat it, either. I'm very anxious to see what HTC does with the M9...
Final update on what started as a "nice" service repair story at HTC in HK:
Got my HTC One back from HK repair... again. Given the lousy signal strength, the fact that they'd already tried replacing the "upper board" which apparently hosts the radio, the hotter (than normal) temperature and lousy battery life, I figured the issue was probably with the antenna in the back casing (which they needlessly replaced the first time because the 'Beats' logo was wearing off), and told them so in a very polite and patiently-phrased letter I attached, concluding that this might easily be fixed with a replacement of the back casing - no big deal right? Since they replaced it the first time only because of the 'Beats' logo.
So, yeah, I finally get it back... and what's the result? They interpreted my letter as meaning the bad battery life must be the result of a bad battery, and replaced it. That was it. So my radio still sucks, the battery is slightly better, but still not as good as it was originally, the overall casing came back totally filthy, which took a good deal of cleaning... and the best part? Now my speakers, which previously worked perfectly, are constantly cutting out during playback of any song. Yay. Another problem that wasn't there before.
Basically, it seems can't seem to do a full and proper testing and evaluation of a returned phone, not even when I'm continuously pointing them in the right direction. Furthermore, they keep returning my phone with new problems that never existed in the first place. The former is greatly frustrating, but the latter really burns me.
To HTC (if you happen across this): you guys have great, world-class designers in your company, such that your products are beautiful and hit almost all the right keys for me... BUT... you have SERIOUS issues, both in your factory (my original phone had weirdly mismatching casing and the purple-haze camera) and even more in your after-sales repair. Your next phone (M9) is going to have to be out-of-this-world for me to even consider going down this road with you again. My OnePlus certainly isn't perfect, but it's awfully close, at less than half the price that I paid for my M7. Please get your act together... soon.