Related
Last week I had a bad experience with Imate.com call centre “Mahhamod Hamdam” was swearing about me whilst he thought I was on hold, I wasn’t, I heard everything he said.
I had a broken Jasjar and had been trying to be in contact with someone for over two weeks and was near tears.
Luckily I was accelerated to Imate’s Australian office where I was handled correctly and my device was replaced in a gesture of goodwill.
Though I did not like the run around and being sworn at ( plus the stomach ulcer) there is a silver lining:
I am currently writing some consumer recommendations for their website, e.g. contact support online is a joke, their email address isn’t promoted correctly……… If there is anyone who would like to give Imate some suggestions for improvement, this is the time, I will collect the results and email it to an Imate official who is open to suggestions and has the power to implement them.
Now is your chance to be heard!
Email suggestions to [email protected] as well as upload them to this thread for everyone else to see
Cheers and thank you for your kind support.
Hello Joshua,
I have been given this address in the hope to have some improvements on the after sales service of your devices...I write you from Italy where I have bought 2 devices from I mate a Kjam and after a JasJar.
I first tell you that the competiton here with Qteck is strong, its price is lower but the decision I made to take an Imate was for its supposed after service sales and responsivness of the tech staff....if you spend more than 1400 € on devices which you use to work with, this is an important factor of selection I believe.
I am very happy with the 2 devices and I do not protest again problems or flaws they might have..this is technology this is accpted at least by me....what I kindly ask you to consider is how to help people who needs help with these devices. here some suggestion:
1)The online service does not work...or it works very little. The chances to get an operator are almost similar to win a lotery; right now I was posting a question after numerous attempt I get an operator , he answered me , I replied.....silence SESSION TIMEd OUT!! ....in my opinion you can take this service out and leave the VERY good email service...everytime I needed a help it worked perfect and quick...you can improve this by taking out resources from the online service b and form more technicians....there is nothing more disturbing than having a promise on something that eventually doesn't work!
2) Why not putting up an online service over the phone ? I had Palm before , in evry Country they had this service.You need to buy a card ( 10-15 €) and you have enough time t speak and explain your proble to "someone", if you have urgency matters...do not forget most of this people use these device to work!!!
3) I am in Italy. I do not know what happens if something goes wrong with my devices....shall I have to send it back to ....? no help in the imate site where to lovcate it .
4) More technical info available, please...I give you an example...I could not get MMS on my device...the online service told me to contact the service provider Vodafone that I did...they told me aftr numerous chat, converstaions, attempts, that it was a known issue that Imate was not working with Vodafone Italy.....strange enough!! I wrote to the technical imate dept, they sent me by email 4 pages of better expalnation on how to unable MMS service ( that is not EVIDENT AT ALL and not written in the manual provided wuth the device) and voila the thing flyes now over MMS.....Joshua, more documentation....I could , I would use VPN but I do not know how to handle it...more open literature on line would be of grea help.
I hope these can be at least read and if possible taken into consideration.
Have a good day.
Hello,
I've found club i-mate annoying. I run a small consulting company and we use several i-mate phones (rebranded and provided by a local carrier). I've tried to register some of these on club i-mate but keep being told the IMEI numbers are not valid (despite them being new and from a local carrier, T-mobile).
The club i-mate site is very difficult to use if you are not a member (a catch-22 in my situation) and location of email addresses/phone numbers bery difficult. It gives the impression that the company wants to have the benefit of selling the devices and increasing market penetration without the bother of having to actually deal with people who have bought them.
Hope you your dealings with HTC produce results,
Michael
greetings people, I have implemented a few changes on the Imate.com website.... there is now a jasjar forum.
I was disapointed on the reply though, please post a few more suggestions in the next couple of days and I will make sure they get to the right ppl
waaranty
I agree with the following they should offer a structured level support. I had to contact them over and over it took me 3 days to get a resolution(turn it in for service) from the maunfacture and now they tell me that my device should have been serviced, however the service center topps says they can't get supplies. Imate says that the parts are comming in. I was promised 2 times that my device would be ready and now they wont return my emails. I have a 12 month warranty and my phone will take 1 month to fix? This isn't right.
Problems with jas jar
Please find copy of email sent to Imate repair centre and expansys Uk, after my frustrating telephone calls to expansys. No answer as of yet.
Dear sirs,
I have recieved a Imate JASJAR back from I-mate repair centre today.
They have had the product for 40 days.
The JASJAR has been returned with an IMEI sticker cut out and placed over the original sticker.
The screen is in Arabic and English.
I have tried to do a hard re-set but the setting shows Vodaphone Bahrain or Kuwait.
I cannot get an answer from the Tel 0870 2000995 (I-mate repair centre).
I have spoke to expansys about my dissatisfaction and requested a replacement item. I have been informed that it is nothing to do with expansys and I have to return the JASJAR back to the I-mate repair centre.
I understand that products do go wrong from time to time but the above shambles leaves me with no faith in Expansys or I-Mate repair centre.
To be told by expansys that they do not have to conform to the sale of goods act is disgraceful.
I therefore request a re-fund on the product within the next 7 days. I am passing a copy of this letter to our solicitors with a view to compensation and to Vodafone and our local trading standard officer.
Please find below items from the sales of goods act.
FACTSHEET and Frequently Asked Questions (FAQs)
Subject: Sale of Goods Act, Faulty Goods.
Relevant or Related Legislation: Sale of Goods Act 1979. Supply of Goods and Services Act 1982. Sale and Supply of Goods Act 1994. The Sale and Supply of Goods to Consumers Regulations 2002.
Key Facts:
• Wherever goods are bought they must "conform to contract". This means they must be as described, fit for purpose and of satisfactory quality (i.e. not inherently faulty at the time of sale).
• Goods are of satisfactory quality if they reach the standard that a reasonable person would regard as satisfactory, taking into account the price and any description.
• Aspects of quality include fitness for purpose, freedom from minor defects, appearance and finish, durability and safety.
• It is the seller, not the manufacturer, who is responsible if goods do not conform to contract.
• If goods do not conform to contract at the time of sale, purchasers can request their money back "within a reasonable time". (This is not defined and will depend on circumstances)
• For up to six years after purchase (five years from discovery in Scotland) purchasers can demand damages (which a court would equate to the cost of a repair or replacement).
• A purchaser who is a consumer, i.e. is not buying in the course of a business, can alternatively request a repair or replacement.
• If repair and replacement are not possible or too costly, then the consumer can seek a partial refund, if they have had some benefit from the good, or a full refund if the fault/s have meant they have enjoyed no benefit
• In general, the onus is on all purchasers to prove the goods did not conform to contract (e.g. was inherently faulty) and should have reasonably lasted until this point in time (i.e. perishable goods do not last for six years).
• If a consumer chooses to request a repair or replacement, then for the first six months after purchase it will be for the retailer to prove the goods did conform to contract (e.g. were not inherently faulty)
• After six months and until the end of the six years, it is for the consumer to prove the lack of conformity.
Q2. Do I only have rights for 30 (or some other figure) days after purchase?
No. Depending on circumstances, you might be too late to have all your money back after this time, but the trader will still be liable for any breaches of contract, such as the goods being faulty. In fact, the trader could be liable to compensate you for up to six years.
PAN
lack of PAN bluetooth network possibility in WM5 roms.
I tried using the forums in the past, they were useless and totally uninformative.
The online help was pathetic "couldnt find anybody", then every subsequent attempt states that the capability has timed out.
The support people when I did get through once said that they would forward information to me, which they never did.
I would suggest in your forums that you just post a link back to this site, it is a lot more helpful, and a lot more informative than yours.
I would also suggest that you provide clear time frames for patches and fixes, rom updates etc so that we know what and when. If you make a commitment to a date, you do it, you dont refuse to publish a date so that times can slip and slip and slip away with buyer confidence constantly dwindling.
During the massive period between ROM updates, I think you should be able to release quicker smaller patches of bugs that are obvious.
I find this statement on your website totally misleading...
Under Investigation
Playback of video clips in full screen mode in Media Player will not stretch to fill the screen.
Why dont you all acknowledge (seeing as this was published immediately back in October over 6 months ago), that you are not investigating, that this sucks and we are stuck with it.
Further
• The Skype™ logo may take a few seconds to load the first time that the Programs menu is viewed.
This is a real real pain in the ass, a few seconds is a joke, as soon as you scroll down to that icon, wham wait and wait and wait, painful and I am sure a quick patch could fix this, I believe users of this forum have already fixed it.
and for that matter, all the others.... at what point do you stop investigating and start fixing? How about putting some dates beside each and state these will be fixed by.....? Then list all the others that you have absolutely no intention of fixing at all.
Fix the battery please.... we want our clock back. I have already had to download and install a fix from this website to remedy your two line today screen plug in down to one very narrow line. But I dont want that, I want my clock back.
If you are going to insist on a battery icon, how about one that has a little bit more scale than Full, nearly less than 3/4 full, and empty!!
How about a VGA screen? Rather than advertising one, then not actually enabling and using it. If people can download and hack, why not you guys with all your resources and the capabilities and support of the team.
I simply do not understand why the users of this fourm can do what your organisation cannot.
Battery is now running low, will be back with more.
re VGA
look here
http://forum.xda-developers.com/viewtopic.php?t=47088
Now why cant you guys do and support this sort of simplicity.
You do advertise a VGA device dont you!!!
firebutice said:
Hello,
I've found club i-mate annoying. I run a small consulting company and we use several i-mate phones (rebranded and provided by a local carrier). I've tried to register some of these on club i-mate but keep being told the IMEI numbers are not valid (despite them being new and from a local carrier, T-mobile).
Michael
Click to expand...
Click to collapse
T-Mobile get their kit direct from HTC, as do most operators. If it isn't branded i-mate then it isn't an i-mate. It may be the same device but you can only expect support off i-mate, qtec, dopod, O2, T-Mobile, etc etc if it is actually branded as being their incarnation of the HTC model.
oh yeah, the other thing that really really really annoys me, your camera function will not:
1. Extend to the full size of the screen during video view finder. When I emailed Imate they said it would be fixed in later releases. But it isnt even on the website as being under investigation. Trying to get that camera video to work in an itsy bitsy teeny weeny poka dot screen is a joke. I love the videos, but hate the view finder. It can be related to the camera itself, the pictures take in full screen just not the videos.
2. Will not allow pictures to be taken in portrait mode.
3. Has totally appalling resolution. I have a 2 mega pixel camera, and compared to the 2 mega pixel of the phone it is about 1000 times better in quality, clarity, resolution, and colour depth.
i dont see much feedback from "being heard"
suppose it was just bull and marketing feel good propoganda without any real intention of actually doing anything about it...
BLUETOOTH PAN SUPPORT IN WM5!!!!!!!!!!
i revile imate
I purchased this alleged phone/pda and experienced numerous missed calls. I tried numerous times to get "live" online service and got so angry with the techs online, that I had to resort to vulgarity to get their ****ing attention. it was absolutely and appallingly horrible. I can go on and on. I wrote a lenghty email to an individual who seemed to care, but who cares.
This is my 5th pda and my last I-mate. I-mate blows.
edved.
battery life or lack thereof...
Every imate owner I know complains of poor battery life. Now I know what they're talking about. my hp6340 could go 12 hours with wi-fi and cell phone running simultaneously. I'm lucky to get 6 hours with this unit. why can't I turned down the brightness further without it turning black?
edved.
battery
look at the diffrence in capacities to solve your battery problem
Re: battery
sandrobber said:
look at the diffrence in capacities to solve your battery problem
Click to expand...
Click to collapse
I don't understand your suggestion. As far as I know, both were the same capacity.
edved.
i have to agree with what simon says...
simon_darley said:
i dont see much feedback from "being heard"
suppose it was just bull and marketing feel good propoganda without any real intention of actually doing anything about it...
Click to expand...
Click to collapse
I believe imate telling us that we will be heard just makes for good press, b/c in actuality if they were really interested in pleasing their customer base, they would have had to simply look no further than their online forum for direction.
Their forum has to be one of the worst one's that I have had the unfortunate experience of subscribing to. Throughout their forum you frequently see questions or suggestions go unanswered or simply ignored. This company I believe is interested simply in taking the money and run. How else can you explain the fact, that somoeone who buys a used imate is required to pay an exhorbitant fee of $60 for the privilege of upgrading their rom. Does any other company do this? I purchased my JJ new, but a colleague opted to forgo the update and save his cash.
I had a nightmare episode with their "online support" more abuse then support and this has left a really bad taste in my mouth.
edved.
Hmm... what is their contact phone number for support? becuase I cant get any help through their forum, email, or "live" support so i should get them a call. Their contact info isnt posted on their site.
email
[email protected]
SO is clear, screen aligment issue is a TyTN harware fault, as clearly stated from TyTN OFFICIAL WIKI
They say also DO NOT BUY TyTn with serial n. between 62xxx and 63(1-5 xxx)
SO my (AND THE MAJORITY OF YOURS) TyTN is a brick now, I can't sell (none would it if they check on HTC website) I can't swap (I had screen alignment problem after one month, because I am a good user, I am not used to overheat or strongly squeeze my phone, as they ask to do in the first period), should only be REPAIRED, but the serial wil be always the same, waiting long time to have it back (repaired also means a month waiting at least)
SO instead of saying "sorry guys, thank's to chose HTC, it was our fault, this is a new one" they said : "IS YOUR FAULT, YOU HAVE TO OVERHEAT AND SQUEEZE IT DURING THE FIRST WEEK, FOLKS"
We have only a solution in my mind, to send many e-mail to
[email protected] (HTC press room)
I am owner of a TyTN phone with serial number between HTC62xxx and HTC63(1-5)xxx. I am a normal user, not used to overheat and squeeze my phone during the first two weeks of ownership and now I have the screen alignment issue. You know it is YOUR fault, please swap my phone with a new one.
Please learn from INTEL lesson and avoid thi letter and the case explained to all newspaper, analists and so on http://www.mackido.com/History/History_PentBug.html
I want it swapped with a non-fault one even after the first 2 weeks
_________________________________________________________________
Post this message everywere in the Pocket PC forum, hermes forum and we will avoid to have the most precious brik of our life!
This is the first page from HTCWIKI
( http://www.htcwiki.com/page/TyTN )
TyTN
TyTN Release Date: July 2006
(a.k.a. Hermes, Vodafone 1605, Orange SPV M3100)
IMPORTANT: 70% of HTC TyTN devices have screen alignment problem!!!
HTC WILL NOT REPLACE IT AFTER TWO WEEKS, YOU CAN ONLY GET IT REPAIRED. So push it hard and make it hot on your first week after buying it to see if the screen alginment problem appears on your device, otherwise the screen alignment problem will appear later and your device will not be replaced, only repaired as per HTC DOA.
If you are thinking of buying an HTC TyTN, make sure you get an HTC636 or higher serrial number. Avoid S/N HTC62XXX and HTC63[1-5]XXX
Please admin could the topic and the message become sticky for a while?
Having it sticky all TyTN old and new user will read and they may chose if they want:
Try to have if swapped or
accept to have it only repaired and they never could sell it at reasonable price (check TyTN HTC62xxx prices on e-bay)
Although the info is on the htcwiki page, the statement you are refering was added by user "xda-developers" who's login and password information can be found in bugmenot.com website, so it doesn't come from HTC itself but from someone upset with TyTN screen alignment problem and HTC repair / replacement policy
See the web page history:
http://www.htcwiki.com/page/TyTN/history
HTC TyTN Marketing strategy
POF, I answered also in the MoDaCo thread, I post this comment here just to inform also the XDA-DEV only users... If you are also on MoDaCo save time and jump over this message
I agree, HTCWIKI is UNOFFICIAL. :lol
I'm sorry my hairs are mostly white, may be my brain is gone... so I've been to THIS address http://www.europe.htc.com/support/support....?device=htctytn
Looks official, top 10 questions on TyTN: NOTHING about screen alignment; strange because was the MAIN question on HTC TyTN hardware on Internet.
Let me check on DISPLAY FAQ on HTC site, nothing.... but I find an OFFICIAL repair centre in NL, confirming the replacement policy, in XDA-DEVELOPERS HERMES forum... So there is an OFFICIAL position on TyTN clearly stating that screen aligment is an hardware problem!
I made a phone call, to HTC OFFICIAL centre , (this is the enquiry number I had 061500uk09284397) and the said EXACTLY WHAT UNOFFICIAL WIKI SAID (except the precentage) on xda-developers poll we have around 40%,of ALL HERMES having the screen alignment problem, and ALL means new one and people STILL not having...
The HTC centre the confirmed the 15 days replacement policy, and yes if you have the problems after the 16th day they will repair under warranty conditions. .
Is a WELL KNOWN HARDWARE BUG from HTC point of view, and they are playing the official/unofficial game
to avoid big problems to resellers (they still have to sell some of HTC62xxx with other names) slowly admitting the problem.
You were in this business when a "game" closer to this was played from Intel? They learned the marketing lesson, HTC is on the way on....
Italy is in the EU and when we pay 700€ for a phone we would like something 100% working not 70% or 30%. If you know and you sell... and don't replace you are STEALING MONEY TO CONSUMERS, this is all over in the world
sergiopi said:
......
SO my (AND THE MAJORITY OF YOURS) TyTN is a brick now..... should only be REPAIRED, but the serial wil be always the same, waiting long time to have it back (repaired also means a month waiting at least)
Click to expand...
Click to collapse
firstly: My TyTN has the alignment problem and is FAR from being a brick....the phone is still useable totally. With a repair this will be fixed...for free and under warranty...what the problem!?!?
secondly: HTC state they will get the repair done within a 5 day period so you will NOT be waiting a month for the handset to be returned
Lastly under manufacturers warranty you are entitled to get the problem recified for free if it is indeed a manufacturing problem, this does NOT entitle you to a replacement upgraded handset straight away...the manufacturer has the right to repair it to fully working condition. All this ranting and raving is totally unjust...if people TOLD HTC what the problems were instead of ranting on forums they would have a better idea of the magnitude of the problem!!!!!
I have two Hermes, one with SA problem, the other is fine.
My first hermes arrived on August 1st, the SA problem started on September 15th. I notified HTC on September 17th using the support form in htc europe website where I clearly stated when I got my device and when the SA issue started.
I got the usual "canned" reply, telling me that my unit was going to be REPLACED if it was a TyTN and I have all the accessories and original box (which I do). I was given the contact details of Teleservice Spain to have my device replaced.
I contacted them, and they only offered a repair under warranty. I replied to HTC and the answer I was given was this:
"This seems strange as the agreement was to exchange faulty devices, as per the conditions of my previous email.
Please contact them again , and send them a copy of my last email.
If they refuse to help, please ask them to phone or email us to discuss this."
Click to expand...
Click to collapse
Teleservice spain refused to contact HTC, so I contacted HTC again and finally I was given the contact details of Cirma in France to swap my unit. When I said my device arrived on August 1st they refused to replace it and they only offered a repair under warranty.
I contacted HTC again, and I am still waiting for the answer. Obviously I prefere a replacement unit than having my unit repaired, and that's what they initially offered, in the first canned email I received there was no mention to the "2 week DOA policy", that's why I am still fighting to have my device replaced.
I am not going to call them anymore, so if they don't answer by the end of this week I am going to fill an European Consumer Complaint Form to start a legal dispute against HTC.
If anyone is in the same or similar situation have a look at this website where you will find the forms in PDF format and the address of your nearest ECC-Net centre: http://ec.europa.eu/consumers/index_en.htm
In Italy is even worst:
I called HTC: after admitting the Hardware fault, they said one month of life is too much and my phone will be only REPAIRED, then they gave me me the HTC assistance number in Italy.
It is a 199 number, you pay just for call, a half minute fee, none can call them from office, because all office are sat up to avoid those calls, but you can call only during OFFICE OURS.
So I called from mobile phone, 4 Euro's just to understand that they could only gave me a second telephone number of a centre in my city were to bring the phone to be sent to the service. " A centre in Rome, please", "I have so many", "have something in my area code?" "tell me the first two numbers of your home phone" and so on, just to know the phone number of a centre were they collect and send the phones to a "generic" phone repair centre called "Teleca Telephone Service" http://www.telecatelephoneservice.it the 199 number I was calling!
I called the centre in Rome Timing? at least 15 days, courtesy phone? None, sorry
No answer about policies, they barely kows HTC!
Thank's for your complain form indication
mrvanx said:
secondly: HTC state they will get the repair done within a 5 day period so you will NOT be waiting a month for the handset to be returned
Click to expand...
Click to collapse
I wouldn't hold my breath....My first TyTN broke down (SA problem) within 24 hours. The reseller asked me to contact HTC....HTC asked me to contact Qtek....and so on. Finaly Qtek wanted to repair it. I asked how long it would take and they stated it would take 10 business days for repair without the "transport" times. There are already users who waited 4 whole weeks before they got their unit back.
OTH it's perhaps more wise to let it repair. A lot of resellers are still selling "old" devices. The chance your exchanged unit is also a faulty one is pretty big. A repaired one definitely doesn't have the problems.
HI Guys
1st
I used to had HTC Blackstone.After 1st warranty service I've received Blackstone with new touch panel and screen!!!But with death pixels more than 3!!!So it went back to Miltone Keynes service centre.After 2weeks+ I was happy owner of serviced Black100.
2nd
My HD2 is going to Miltone Keynes again after 1st warranty service.
Just day after I've received my phone
Again death pixel on screen,screen is not align in housing.
HOUSING is kind of secondhand!!! it is obviously not my!!! It has scratches on different places.
Maybe missing kapton around speaker.<--light is coming up from grid.Cool
Looks like serviced somewhere far far east you know that Communist country?!!!
For now I hate Miltone Keynes service centre.
They are trying us a stupid costumers?!!?
Lied on service explanation in both cases!!
Waisting my time!!!, their money and our green planet
Only who is profiting is UPS delivery company.
S..t happens after 1y7m on HTC I was without Phone for 1m2weeks+
PS:sorry for my funny Engl......
Yes they are shockingly bad.
My blackstone had newton rings so as I'm near them I dropped it in.
They wanted to charge me nearly £200 to repair something which in other countries they cover under warranty.
Thing is, they hadn't sent me a link to the tracking page so I only found out when I called up after 2 weeks for an update. Had I left it much longer they would have disposed of my phone without telling me.
I arranged with the call centre to be able to go in and pick my phone up but they hadn't told the repair centre so they were baffled with my arrival.
I then took the phone back to the store I bought it from for them to try and get a warranty repair, they got the phone back with a report of "no dead pixels found" when the fault report sent with the phone didn't mention dead pixels. The store offered to try again but having been without my phone for a month I wasn't keen, so they put it through as an insurance claim and I got a new phone the next morning.
UF
Uf
I feel sorry for all UK HTC underwarranty c....
Looks like it's a group of poor paid people.
Or they just traying cheat on us.
By the way It's not real HTC they are just ''official service''
Hope HTC will change it soon!!!
SO say no to Miltone Keynes service centre or be realy careful.....
One good thing about it being in the UK is UK consumer laws are pretty decent.
Merely mentioning trading standards when I was in reception got them to change their tune and go get me my phone.
Had I a spare phone I could have reported them to trading standards for not fixing newton rings under warranty when I could provide evidence that in other countries they were allowing them as warranty faults.
I hope UK law will be behind us if what New Scientist said recently is true. Apparently, touch screens have a limited life because of the manufacturing process and rare earth metals used. They said most last just 18 months but that luckily, most users upgrade before then. My screen is already losing accuracy making text input difficult. After spending £500 I expect my phone to be working for alot more than 18 months.
that sux for y'all. Can y'all not have insurance that covers this for you. In the USA I pay for the insurance through t-mobile. When my hd2 kept overheating, I bricked it on purpose (just to make sure they didn't try and say there was nothing wrong), called t-mobile, told them it wouldn't turn on. They overnighted me a phone. Didn't cost me anything except the monthly insurance fee.
DrATty said:
I hope UK law will be behind us if what New Scientist said recently is true. Apparently, touch screens have a limited life because of the manufacturing process and rare earth metals used. They said most last just 18 months but that luckily, most users upgrade before then. My screen is already losing accuracy making text input difficult. After spending £500 I expect my phone to be working for alot more than 18 months.
Click to expand...
Click to collapse
can understand how a screen might wear out if you dont use a screen protector, with one however it should last for a very long time... unless i dont understand the tech
just about warranty
this is not a tread about screen lifetime.
I just disagree withy way how guys in UK --> Miltones Keynes working.
Isurence if fine but it can't fix errors done by service centre.
Im not sure if my insurence is covering 1 second repair.
I don't know what the problem is. I had the crazy screen sensitivity issue, agged lines, random key presses.
Had the phone 9 months, called them, tried the latest ROM, same problem, sent it back, 2 weeks later it reappeared working perfectly, no problems, no scratches.
I coudn't be happier with their service.
DrATty said:
I hope UK law will be behind us if what New Scientist said recently is true. Apparently, touch screens have a limited life because of the manufacturing process and rare earth metals used. They said most last just 18 months but that luckily, most users upgrade before then. My screen is already losing accuracy making text input difficult. After spending £500 I expect my phone to be working for alot more than 18 months.
Click to expand...
Click to collapse
The great thing about the consumer rights acts is you are entitled to a reasonable length of use out of a product, so even if it comes with just a 1 month warranty and it fails after 3 months, if you can argue that it was resonably expected to last that long then the law is on your side and you're entitled to repair/replacement.
nrfitchett4 said:
that sux for y'all. Can y'all not have insurance that covers this for you. In the USA I pay for the insurance through t-mobile. When my hd2 kept overheating, I bricked it on purpose (just to make sure they didn't try and say there was nothing wrong), called t-mobile, told them it wouldn't turn on. They overnighted me a phone. Didn't cost me anything except the monthly insurance fee.
Click to expand...
Click to collapse
Insurance is for damage/loss, not breakdowns. Breakdowns should be covered by warranty/consumer protection laws, after all, if you're sold a shoddy item, why should it cost you to bring it up to the quality item you paid for in the first place?
Of course if something isn't covered by the warranty there's nothing stopping someone damaging their phone and claiming on insurance for a replacement.
Generally we have lower premiums and an excess to pay in the event of a claim, although you could find a policy with no excess but higher premiums.
Well
my HD2 is again on the way to service centre.
Let's wait for it!
I was just havig look all around my HD2 Looks like they found some used one in better contidion.Replace the sticker with IMEI an SN.-->Maybe they've put even my HW in to it.because IMEI and SN is still same----->second hand housing, screen with death pixels, sreen was't align in housing and few small s..ts.
I'll report next week hopefuly...
I'm in ...
Dear ,
Thank you for returning your phone to us for repair.
This email is to confirm receipt of your PDA/Smart phone at the HTC Service centre.
Date/Time: ../11/2010 hh/mm/ss
S/N:HT.......................
IMEI: 35......................
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had nothing but problems with them,weeks without my phone, then they tried to charge me!!!!!useless twats!
OrionCarl said:
had nothing but problems with them,weeks without my phone, then they tried to charge me!!!!!useless twats!
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Click to collapse
under the warranty?
What was explanation of service?
Never more HTC Service centre
HI everbody
So After 2nd comes 3th.
Yes my HD2 is going 1again and 2again and 3again to HTC qualified<----))) service centre Milton Keynes.in 1 month
'''''''''divece is with lines,ghost,death pixels,not responding,problem with signal,bat only for 1 day>1 pcall 15mins drain bat aprox 25%.....used to be ok before even after 2nd service.'''''''
ALL because I've had problem with Screen before first service.SH.T!!!!!
I Have no ideat want they do and for who they are working!!!!
Looks like to charge HTC TW-> more work = more money
Pleas IF you Have same Problem-s contact BBC watch dog.
-jen94ek- said:
HI everbody
So After 2nd comes 3th.
Yes my HD2 is going 1again and 2again and 3again to HTC qualified<----))) service centre Milton Keynes.in 1 month
'''''''''divece is with lines,ghost,death pixels,not responding,problem with signal,bat only for 1 day>1 pcall 15mins drain bat aprox 25%.....used to be ok before even after 2nd service.'''''''
ALL because I've had problem with Screen before first service.SH.T!!!!!
I Have no ideat want they do and for who they are working!!!!
Looks like to charge HTC TW-> more work = more money
Pleas IF you Have same Problem-s contact BBC watch dog.
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Click to collapse
Personally, I would e-mail HTC both UK headquarters and their Taiwan headquarters and explain how their repair service is unacceptable and is affecting their brand image as a producer of quality phones.
fred_up said:
Personally, I would e-mail HTC both UK headquarters and their Taiwan headquarters and explain how their repair service is unacceptable and is affecting their brand image as a producer of quality phones.
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Click to collapse
Good Idea but have you got Email adr... to HTC Headquarters??
Hi..
Just let you know my experiences of HTC & my HD2
Had a problem with the USB charging socket, it was loose/broken - the phone would no longer charge. Contacted T-Mobile UK and they asked me to send it via one of their shops for repair, which I duly did. It went to SBE in Milton Keynes (T-Mobs official repairer) who found water ingress (??) and therefore claimed the damage was OOW. So I contact SBE who agreed their report was wrong and that the damage was in fact caused by crushing or dropping (??) & was still OOW, they then returned the phone to the shop still broken.
So I emailed T-Mobs customer service and they suggested that if I was not happy (as if I would be) I should get a second opinion from HTC UK themselves and provided a phone number. I contacted them and they arranged for the phone to be collected. In the meantime I searched the web and found a few people having issues similar to mine with the USB port so I collected as much evidence as I could and printed and packed it in with the phone before they collected it, along with a letter explaining that I, and many others, did not accept that the phone was 'Fit for purpose'...
2 weeks after they picked it up, a replacement arrives on my doorstep!!!, same serial number, different IMEI and definitely a different phone. During the time that they had it they never contacted me to say what they were doing and the online repair tracker just indicated that they had received my phone.
Since I've had the phone, which is faultless, I have had 2 calls and 1 email from HTC asking me to complete a customer satisfaction form!!!
So - I think HTC UK, are, with a bit of persuasion perhaps, ... Brilliant!.. However, T-Mob won't be getting my business again...
Milton Keynes (T-Mobs official repairer) = HTC service centrum
HTC_HD2_NEW said:
Hi..
Just let you know my experiences of HTC & my HD2
Had a problem with the USB charging socket, it was loose/broken - the phone would no longer charge. Contacted T-Mobile UK and they asked me to send it via one of their shops for repair, which I duly did. It went to SBE in Milton Keynes (T-Mobs official repairer) who found water ingress (??) and therefore claimed the damage was OOW. So I contact SBE who agreed their report was wrong and that the damage was in fact caused by crushing or dropping (??) & was still OOW, they then returned the phone to the shop still broken.
So I emailed T-Mobs customer service and they suggested that if I was not happy (as if I would be) I should get a second opinion from HTC UK themselves and provided a phone number. I contacted them and they arranged for the phone to be collected. In the meantime I searched the web and found a few people having issues similar to mine with the USB port so I collected as much evidence as I could and printed and packed it in with the phone before they collected it, along with a letter explaining that I, and many others, did not accept that the phone was 'Fit for purpose'...
2 weeks after they picked it up, a replacement arrives on my doorstep!!!, same serial number, different IMEI and definitely a different phone. During the time that they had it they never contacted me to say what they were doing and the online repair tracker just indicated that they had received my phone.
Since I've had the phone, which is faultless, I have had 2 calls and 1 email from HTC asking me to complete a customer satisfaction form!!!
So - I think HTC UK, are, with a bit of persuasion perhaps, ... Brilliant!.. However, T-Mob won't be getting my business again...
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Click to collapse
Problem is still in guys>>>>> Milton Keynes (T-Mobs official repairer)---->IT's HTC official service centree as well!!!!
Im sure all HTC from any NetProvider must be fix in Milton Keynes anyway.
Hmm..
I did ask the question when I spoke to HTC and the guy on the phone assured me that they were not SBE, even though both addresses were in Milton Keynes..
To be fair, the addresses I had were different as was the paperwork!
Hi All,
for anyone thinking of purchasing one of these device I think you may wish to consider the following. I have been waiting for HTC repair to fix a manufacturers defect since 10th July. They now appear to have lost my phone. As follows:
- 10th July - reported a crack around the device. HTC advised that they would need to escalate the issue on ow to handle the case.
- 7th August - (1 month after reporting the problem) HTC made arrangement to pick up the device for repair.
- 16th August - received my HTC One. The cracks were still present + the glass was not fitted correctly.
- 20th August - send off for second repair
Today it becomes apparent that HTC have lost my device. They say it was repaired, and sent to UPS, who do not acknowledge receipt of it.
Unfortunately HTC are now going to investigate. I have requested a replacement handset many times from them, but they insist they get three attempts at the repair. Given previous experience this is likely to take weeks. Again I requested a replacement device today, but no. They insist the suffering must continue until HTC, putting itself first at the expense of its customers, has executed it processes and procedures.
I have been a HTC fan since the htc desire. I am very sad to say that I would not recommend the HTC One, because they are poorly manufactured, as per my thread http://forum.xda-developers.com/showthread.php?t=2408050
In addition to this, I will never buy a HTC device again because of the appalling service. Even if my HTC One turns up tomorrow, and it is perfect, I will be returning it to ee. This is purely because I have learnt that you cannot rely on HTC to repair their device in a reasonable way.
I can only hope that some one from HTC reads this, and decides to investigate, because they dont like the poor publicity. I doubt it though. My experience is that they are expert in saying sorry for poor service, but its only talk.
One last point, which I think others may benefit from. The effort that I have had to go through with HTC to get as far as I have is huge. A truly high maintenance experience.
Buy a HTC device at your peril!!!
UPDATE
This matter is now closed (well almost) with HTC as far as I am concerned. I had to shout very loud to get noticed, and it took much time, effort and persistence. As you can read in the remainder of this thread, my HTC experience, this time, was far from good.
However, when I was heard, they listened very carefully, and are acting. HTC have convinced me that they genuinely do care about every single customer experience, and they do read threads such as this, and are prepared to act. They are prepared to change anything and everything to improve.
I have worked with global telecoms businesses for most of my working life (30+ years) all over the world, and I can honestly say that I have never experienced such genuine commitment to improve and resolve issues.
I don't suppose that everything will be transformed overnight, but I know that they have real commitment and desire to excel. Its obvious, they have to. Look at their competitors.
I have but one remaining item of business with regards this experience, and its not with HTC, but my network. I had to do the legwork that they should have done on my behalf. Hopefully I wont have to author another thread etc to resolve this matter.
Now I love HTC again.
HTC - Heres to change, Im sure you will be champions of it. Samsung watch out. You may be huge but YOU are up against a formidable competitor.
zaphodbeeb said:
Even if my HTC One turns up tomorrow, and it is perfect, I will be returning it to ee.
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Click to collapse
That's what you should have done in the first place; let EE deal with the hassle.
BenPope said:
That's what you should have done in the first place; let EE deal with the hassle.
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Click to collapse
Hi Yes you are correct, however I was advised by ee in store to return it to HTC as they would be doing that, rather than repair it themselves because it was due to physical manufacture defect.
zaphodbeeb said:
Hi Yes you are correct, however I was advised by ee in store to return it to HTC as they would be doing that, rather than repair it themselves because it was due to physical manufacture defect.
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Click to collapse
And therein lies the problem. You should've insisted that EE handled the repair because they were the original retailer, and therefore it is their statutory duty to make good on the repair and/or replace. I would still go back to EE and claim that since it has been nearly two months since you reported the initial fault, and that you have now been without a phone for 3 weeks, they should replace your device because it is unable to be repaired in a satisfactory time scale and that this is a breach of your statutory rights. Don't take no for an answer, and throw section 48B of the Sale of Goods Act 1979 in their faces.
http://www.legislation.gov.uk/ukpga/1979/54/section/48B
Regards,
Dave
foxmeister said:
And therein lies the problem. You should've insisted that EE handled the repair because they were the original retailer, and therefore it is their statutory duty to make good on the repair and/or replace. I would still go back to EE and claim that since it has been nearly two months since you reported the initial fault, and that you have now been without a phone for 3 weeks, they should replace your device because it is unable to be repaired in a satisfactory time scale and that this is a breach of your statutory rights. Don't take no for an answer, and throw section 48B of the Sale of Goods Act 1979 in their faces.
http://www.legislation.gov.uk/ukpga/1979/54/section/48B
Regards,
Dave
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Click to collapse
thank you. Very useful.
HTC have now re located my device, after a call from ee to them. I will now receive a perfectly repaired device back from htc next Tuesday (hopefully) else I'll be going around the houses yet again. If all is OK on Tuesday it will be 69 calendar days since I first reported the problem to HTC. Customer service excellence eh...
I would say that basically every phone company's warranty service is pretty garbage.
Sometimes you get lucky, and sometimes it just sucks.
Sent from my HTC One using Tapatalk 4
3rd HTC repair attempt, but they want me to pay
Hi,
Had some new info from htc today. They lost my phone last week and have now decided that they want to charge me for another repair?!? This is without me even having the phone returned to me after the last repair attempt (2nd repair attempt, again under under warranty).
I can only assume that they caused yet more damage with their 2nd repair attempt, and they want me to pay for it.
I spoke to EE this morning who have raised this as an issue with OFCOM now. The last commitment from HTC (to both me and EE) was that they would return the repaired phone to me for 3/9/13. This was on Friday. I also tweeted HTC over the weekend and they committed to escalating the case (again).
I also want to say thanks to EE for their help in this matter, escalating it to OFCOM themselves.
Nearly
zaphodbeeb said:
Hi,
Had some new info from htc today. They lost my phone last week and have now decided that they want to charge me for another repair?!? This is without me even having the phone returned to me after the last repair attempt (2nd repair attempt, again under under warranty).
I can only assume that they caused yet more damage with their 2nd repair attempt, and they want me to pay for it.
I spoke to EE this morning who have raised this as an issue with OFCOM now. The last commitment from HTC (to both me and EE) was that they would return the repaired phone to me for 3/9/13. This was on Friday. I also tweeted HTC over the weekend and they committed to escalating the case (again).
I also want to say thanks to EE for their help in this matter, escalating it to OFCOM themselves.
Click to expand...
Click to collapse
A minor update. HTC tweeted me again after another day on the phone with ee, htc uk, and htc tweeters, As follows:
- HTC uk have now decided (with ee's help again) not to charge me and have advised that my repair is complete and MAY be with me today, despite using UPS standard. UPS have not received the device yet so I will not be receiving the device today as promised under this courier arrangement. I am now exactly where I was 1 week ago with HTC.
I was tweeted again by htc to ask what my ticket number is, so I provided this (as I did on Saturday when they requested it). I tweeted them to 121 courier it to me today.
HTC UK customer service have agreed to email me in the morning to update me on the UPS standard delivery and have refused to courier it to me by any other method because no managers are available to arrange this. Maybe , just maybe, today will be the day my HTC One is returned without defect. I also tweeted that I want a written letter of apology, compensation and a fault free htc one today.
EE have been absolutely brilliant today and have really given me excellent support. thank you Gareth and team for your support.
HTC customer service sucks donkey balls
Sent from my HTC One using xda app-developers app
Don't tell me.... said manufacturing defect is the much lauded gap in the "gapless" technology phone?
Seriously if the phone was less than 28 days old, I would of returned it to EE for a replacement on the spot, although I wouldn't of bothered as every phone in the world has issues, as they aren't Rolls Royce or Rolex's.
I didnt bother for a month after receiving but the crack got worse. The real problem is not the crack. The crack is caused by the front of the device not being squarely attached to the rear, which causes an over/underhang at the top/bottom. I recommend you check yours and return if you can feel this with your fingernail, else yours may crack also. Also check to see if the glass is fitted evenly (see pics). I think this is also caused by the poor front/back fitting as it stops the glass from fitting correctly. If you have your phone on contract I agree (with hindsight) that you should return to your network provider for repair. Going to HTC (UK) has been a disaster. My network (EE) have been brilliant "motivating" HTC to repair the device. Any how the phone is now repaired and, supposedly, on its way to me. I have but one remaining item of business with HTC (UK) which is delivery. They promised to get it to me today, but are using ups standard which wont deliver that result. Yesterday I asked them to escalate this issue and make arrangement for a person to person delivery today. Still waiting for feedback from my escalation, but yesterday they advised that no-one in HTC (UK) has the authority to do this!! I think this actually means they cant be bothered, even after taking 70 days to fix a problem. Hopeless.
I tweeted HTC yesterday and they are looking into my case. They also said they would do this on Saturday however with no apparent results or updates from them. More lip service I think. Still I'll do the silly HTC repair dance for as long as it takes, and cause as much pain and shame as is necessary to do it.
Sorry, but I had the same issue on my One. It didn't get worse or bother me at all. You could of just lived with it and not got so OCD and about.
Sent from my HTC_PN071 using XDA Premium 4 mobile app
Sean88 said:
Sorry, but I had the same issue on my One. It didn't get worse or bother me at all. You could of just lived with it and not got so OCD and about.
Sent from my HTC_PN071 using XDA Premium 4 mobile app
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Click to collapse
Look at the pics. If u think thats acceptable then fine, but I am not you. The device was in the process of falling to bits. In my case it did get worse as you can see. You may think that Im OCD, but the law states that the device should be free from defect, and I am thankful of it. Thank you for the valuable contribution to this thread.
biffsmash said:
Don't tell me.... said manufacturing defect is the much lauded gap in the "gapless" technology phone?
Seriously if the phone was less than 28 days old, I would of returned it to EE for a replacement on the spot, although I wouldn't of bothered as every phone in the world has issues, as they aren't Rolls Royce or Rolex's.
Click to expand...
Click to collapse
The gapless tech does not cover the speaker area. This has been said many times, even HTC has said it in one of their blogs.
Sent from my HTC One using Tapatalk 4
Oh dear, oh dear
Hi,
got the phone back today, and the gap is back but is now full of a glue. This was actually fixed after the first repair but its back. There is also additional damage in the form of a chunk out of the corner, and an additional gap at the side of the device. The glass problem is yet to be fixed as is the over/underhang, and theres lots of excess glue around the device.
Lucky I got before and after photos at repair cycle. Repair not accepted. No more HTC repairs for me I think.
I made much noise on twitter, and now have a publicly made personal commitment from a HTC senior exec to help with the matter (Twitter is marvelous in these circumstances). I await his response. I am somewhat relieved at this as it does show, at least at the top, that they do care.
So there's good, and there's bad in this update, so unfortunately its still a thumbs down from me. as my problem is still not resolved 71 days after I first reported it.
I offered my professional services to help transform HTC but have not heard anything back yet.
The helpful EE guy I was talking to has disappeared off the face of the planet also until Saturday apparently also. BBC;s watchdog have had a sniff so this could be the start of my TV career, if HTC dont want to hire me.
I also updated HTC and advised that I will only discuss this with the senior exec who offered his services from this point on.
P.S Apologies for the poor pics. I had to use my old phones camera.
Whereas this story is very poor I have to say HTC's UK repairs center were great when it came to me sending in my old Desire and Sensation for repair. 3 day turnaround and both sorted without bother. It does seem like this is a bad experience, though, and one that would just make me claim on my insurance to get a new handset as opposed to getting one repaired
EddyOS said:
Whereas this story is very poor I have to say HTC's UK repairs center were great when it came to me sending in my old Desire and Sensation for repair. 3 day turnaround and both sorted without bother. It does seem like this is a bad experience, though, and one that would just make me claim on my insurance to get a new handset as opposed to getting one repaired
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Click to collapse
My device is under warranty. This is the result of three warranty repairs, lots of escalation, costs (time spent, days off waiting for the device to be returned) and grief. How would I make a claim on insurance, its in warranty. Believe me,if I thought my insurance company would fix my ongoing problem I would have claimed. I HAVE authored a thread previously stating what an excellent level of service I received from HTC UK repair, when I had a problem with my HTC desire.
I will give credit where credit is due, and complain when it is due. I want to write nice things about HTC, but in this case I cannot unfortunately.
zaphodbeeb said:
My device is under warranty. This is the result of three warranty repairs, lots of escalation, costs (time spent, days off waiting for the device to be returned) and grief. How would I make a claim on insurance, its in warranty. Believe me,if I thought my insurance company would fix my ongoing problem I would have claimed. I HAVE authored a thread previously stating what an excellent level of service I received from HTC UK repair, when I had a problem with my HTC desire.
I will give credit where credit is due, and complain when it is due. I want to write nice things about HTC, but in this case I cannot unfortunately.
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Click to collapse
Oh, I know what you're saying. I'm just saying if I'd had this much agro I would've just got the phone back unrepaired and claim on my insurance and just a brand new handset...sucks that this has happened to you
EddyOS said:
Oh, I know what you're saying. I'm just saying if I'd had this much agro I would've just got the phone back unrepaired and claim on my insurance and just a brand new handset...sucks that this has happened to you
Click to expand...
Click to collapse
But would your experience figure in your next purchase? HTC have made contact and I am confident they are taking this matter seriously. Hopefully be seeing improvements and lots of positive reviews like this one
http://forum.xda-developers.com/showthread.php?t=2432718
soon. I wont give this a thumbs up just yet, but I am more confident so fingers crossed :fingers-crossed:
I would like to recount my experience with HTC support.
This is HTC in Italy.
I have an Italian M7. It had the purple camera tint issue. I called HTC, they said it would take 15 days from the day I send it to them, to the day I get it back.
Today is day number 10.
Yesterday I called HTC to check up on device, was told by lady on the phone it was "AT THE END OF REPAIR PHASE" and would be shipped back to me within days.
Today I wake up to an email from HTC billing me for close to 200 euros, saying my phone is out of warranty and the screen needs to be replaced.
I call HTC, they have no idea what this email is, but they tell me my phone hasn't even started being repaired yet and that it will take 3-5 days for them to "INVESTIGATE" this 200 euro billing . This means that not only HTC lied to me the day before, but that they have no clue what they are doing.
I asked to speak with a manager, was told to wait 3 working days.
I was LIED to by HTC representatives when they said my phone was at the end of repairs yesterday AND my phone DID NOT have a broken screen. My phone only had the purple camera tint issue, I am going to spending close to 3 weeks without a phone probably. Thanks to excellent HTC customer service.
Pathetic, and disgusting, deceitful service. I strongly urge anyone considering buying an HTC device particularly in Italy to reconsider
The manager responsible is xxxxxxxxxxxxxxx, I have emailed HTC global with a formal complaint, I have posted on their facebook pages both global and Italy and I considering calling the consumer protection association to file formal charges against HTC.
Update: HTC Italia on facebook has been deleting my posts in which I recount this same experience in Italian because it makes them look bad
UPDATE: HTC is claiming the screen is broken, thus voiding the warranty. I am speaking to the manager right now, he said he emailed me pictures of the broken screen. I did not receive anything. I told him the screen was not broken when I gave it to the courier. He said "its not our problem"
HTC handled the courier, HTC called me and told me when the courier is coming to take my phone. I did not contact the courier at any point. How is it not their problem ? I am now being told I must either pay 200 Euros to have my device fixed, (its in warranty PURPLE CAMERA ISSUE) or pay 35 to have it shipped back to me UNFIXED
Update: HTC manager in Italy told me I have to PROVE the phone was not broken when I sent it by contacting the courier.
I'd like to make it clear: HTC contacted the courier for me, this is my first time calling them or interacting with them in any way.
I called TNT, TNT said it's HTC's responsibility. I called the HTC Italy manager back, he said he will see what he can do.
In the meantime HTC US replied to me, told me that HTC Italy has to provide proof that they are following protocol, and that I should call the Consumer Protection Agency. They also said that 'HTC Italia' deleting my posts on their facebook is totally illegal.
Awesome. So basically my best case scenario is I get my phone back after suing HTC
Don't stop pressuring them. I think sooner or later they'll crack and probably fix your One or send you a replacemente.
Cuyi02 said:
Don't stop pressuring them. I think sooner or later they'll crack and probably fix your One or send you a replacemente.
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Click to collapse
Sooner or later I have to leave the country with no phone .... I'm leaving on october 1st
I was forwarded to a regional manager for Italy and Malta, it was implied that I ran my device over with a car and want it fixed for free.
I am totally and utterly disgusted with HTC service, I can't believe this. I'm going to be sending a fax to HTC Italy, Global and the Italian Consumer Protection Agency and Consumer magazines tomorrow detailing the issue. I will be seeking legal action against HTC Italy.
All this for a PURPLE TINT ISSUE
Needless to say, don't buy HTC products if you're in Italy
Thread closed. I've no idea where this is going - it's certainly not as if you're obviously asking for help or guidance.
I've edited out some of the less polite wording too, as well as someone's full name.
Please don't use XDA as a means of complaining about specific instances beyond anyone here's direct control, unless you're asking for very specific advice.
Thanks - and good luck with your phone problem.