I couldn't fix the freeze after standby mode problem and the screen allignment so I decided to send it back to htc europe repair centre. Did anyone of you send it back for repair or replacement to htc europe and if yes how many days did it take to receive the device again? And my second question is: did they fix the problems of your device? Take this thread like a poll thing for angry and disappointed tytn users
We have MANY threads of disappointed users about HTC service.
If you are one of these, as I told to someone else, say it LOUD on Internet, in any group, in any on line news, the only thing that a big company understand is the voice of SHAREHOLDERS, we are simply some poor STAKEHOLDERS, but if we make a LOUD noise the may be SHAREHOLDERS will hear us and this ridicolous service will change.
If you are not familiar with stock and marketing language you can search the STAKEHOLDER history...
I bought my TYTN on Internet, I,ve no problem to send it everywere in Europe, using UPS but I want it swapped, even REPAIRED, but in few days, and with a first class customer service.
we have a service here ... (chose the worst county for services, we are below!)
HTC... can you hear our stakes?
@takis999 I sent my TyTN for repair to HTC-UK (in milton keynes England) and the contract i signed and sent with the handset states:
1. ESTIMATED TURNOVER PERIOD
We estimate that we will normally be able to complete orders and return the units to most mainland addresses in the UK within 5 working days from receipt of the unit. Where the repair requires parts to be specially ordered or delivery to remote areas of the UK, or to other countries, this may take longer. One of our Customer Service representatives will contact you in such cases. HTC EU will endeavour to complete all orders within 5 working days from clearance of payment or warranty authorisation.
Click to expand...
Click to collapse
Bearing in mind that applies to the UK im not sure how other countries fair with that but seems they do endeavour to fix my handset and send it back to me within a 5 working day period which is great! A guy on another forum (Masseur on Esato.com) also sent his for repair and it was sent back within 5 day...and hes not from the UK!!!! The guy i spoke to at the service centre was VERY VERY helpfull and he informed me that HTC knew about the SA problem and will fix ANY TyTNs (NOT orange,voda or tmobile handsets though...they get sorted out by voda/orange etc...because thats who the contract is with). If the TyTN is less than 14 days old then a replacment will be done, otherwise a repair but im cool with that...standard stuff really
If you wish to wait i can tell you how long my repair took from sending (yesterday 12/10/06) to arrival back here (unknown??)??
@sergiopi Can you add to your profile your Network and Country as that would help???
profile added, thanks for suggesting.... I am in Italy, in Rome (every roads brings to..., except HTC's ), I've seen were you are from.. so you know STAKEHOLDERS meaning
Also MY contact from HTC was very helpfull, but she wasn't involved in repair. She gaves only a 199 number (special and expensive numbers), then from this number I had a second number, in Rome, just to know that they collect and send the phones to the first number, but they are not HTC, they don't know even that is a company involved in phone business, more or les 15-20 days, no courtesy service.
INDECENTE in italian
Some service is available in Russia.
It is more oriented for cases with "device does not boot", "damaged bootloader", "stuck at bootloader", "flash with wrong image file", etc.
However, it does not cover parts replacement.
In terms of timing, it takes 1-2 work days for fixing a problem, additionally DHL, EMS or what shipping carrier would you prefer, to organise shipping between your country and Russia.
You need to describe your situation first, before shipping device, by mail or by phone, to make sure you will not send a device which was crashed or droped in a ocean.
We have to admit also that local HTC service centers are not satisfactory, and sometimes even refuse to accept xda, although on warranty.
rgds.,
iStrium
Keep in mind that by contracts HTC is not allowed to perform direct service/repair on HTC products sold via the big service providers. Another reason for us to welcome HTC´s decision to push its own brand and open sales and service centres everywhere they have a market. XDA is a O2 brand, and at least in Germany O2 replaces faulty HTC phones within a few days.
HTC is directly in the market, but NOT in the SERVICE market .
They just sell directly, not SUPPORT directly. they want more revenues , not be prepared to have CUSTOMERS!
Well done HTC! I understand isn't in the DNA of the company, but Steve, Bill, are you sure you want this?
It is very clear, for sure it is not co-business to keep service centers for HTC. But to have number of local contracts with service companies. To authorize their service centers, train staff, provide some equipment and technology enabling them to perform reasonable "customer care". What I was saying, I guess, is that it is not the case in Russia. Athorised HTC service centers in Moscow is a joke, they have no clue how to run business properly.
Additionally, HTC does not give them a lot of "knowledge". They know how to perform basic tests, no more. As the result, no surprise, there are un-authorised service centers, and they do pretty good. They have good equipment and what is more important knowledge. Otherwise, I think, they would not survive.
I am saying this because went thru the repair cycle and saw how it works (meaning did not work). Globally, pretty sure, it depends on country and location. On a reality HTC does not care much about customers. They jumped on a market, but not ready for all aspects, especially service. And finally, to be honest, non of such companies are interested to spend much money to provide good customer service, it is very little profit of it.
So, we have to take care about ourselves.
rgds,
iStrium
Related
Just sent this to o2 customer service...they really are bad!!!
Dear Sir/Madam,
I purchased an o2 Exec on the 15/1/2005, but am so appalled at the level of customer service that I will be returning the o2 Exec tomorrow for a refund unless something is done.
My first issue with o2 is that I was overcharged. Instead of paying the brochure price of £99.99 for business users (I am the MD of Global Viewing Limited), I was charged £229.99. My secretary has been on the phone to customer service who were useless, telling her to visit the shop from which it was purchased. I went to the o2 shop and was told a regional manager would be contacting me to refund the difference, I have had no call. Also your shop assistant made me feel like a criminal and would not return the brochure listing the £99.99 price.
Second issue, I have just discovered I am unable to make any phone calls from this phone see here:
http://forum.xda-developers.com/viewtopic.php?t=37501
Indeed it is true I cannot make any phone calls, your brochure says I should be able to at £0.21 a minute.
And thirdly, your customer service number is a joke, I gave up after wasting over 20 minutes of my time listening to your annoying o2 jingles.
Quite frankly, if I don't have my issues resolved by noon tomorrow I will be returning this product and informing my business associates to avoid o2.
Your faithfully,
Paul O'Brien
Interested in the reply
Hey there
I'm interested with when and what O2 say in response to your email. I've just emailed them myself after getting quite annoyed with one of their phone operators. It's not in relation to an actual problem with my Xda, it's just that I haven't receieved it!
Basically I called on Monday to request the upgrade to the Xda and was told to call back on Wednesday to give a change of address (so I could have it delivered to an address different to my billing one). For starters, I have just found out that the girl who processed my order should have put the address change through straight away on Monday (and then I wouldn't have had to call back!). Anyway, I called Tuesday (just in case) and another girl said she would put the fax through (and told me that the girl originally was wrong). I also called this morning and the address change hadn't happened, so the operator told me AGAIN that he would change the address. However, it was too late, and the Xda has been delivered to my billing address.
Now, not only have I spent money calling them, I have to spend money getting it sent on to me. I thought O2 were great until today!
Anyway, I'll see what they say in their reply email.
Dave
I received no phone calls or emails from o2. So after dealing with the shop yesterday being made to feel like a criminal, useless telephone customer service which takes forever to answer, overcharging by £130 and lastly put on a data only tariff which won't allow me to receive or make phone calls, I decided to pack up my o2 Exec and return it to the shop to cancel my contract.
However, today the shop customer service made an apology for yesterdays treatment, a £130 refund and enabled telephone calls on my tariff. That's all I wanted in the first place.
Sounds like a pretty good result. So are you keeping the Exec?
I got a reply to my email just now with an apology and a credit of £15 to my account. To be honest this probably doesn't even cover the telephone costs and postage onto the new address, so I'm not 100% pleased. I suppose it's something though. Not sure whether to chase it up further.
How's the Exec working for you? Is the machine actually good? I don't want to be dissapoitned when I (eventually!) get mine
Dave
I was only this evening talking to my daughter about what wonderful O2 customer service I've had since the start. It's really odd to read about bad service from other people, because my xda exec went back twice for repair, and the second time, the O2 shop staff arranged for me to get a replacement (they didn't have to do that until the 3rd time, and I didn't make a fuss about it). They also got me a line rental refund because of all the trouble I had with it. Since getting the replacement, I've decided I don't want it any more - it's a great piece of equipment, but for me, it's no use as a phone - which is why I bought it. So I rang O2 and asked if I could change it. They said normally, after 28 days, you can't change your phone. But they'd try for me. I had a phone call from them a couple of days ago saying they'd got me the phone I wanted and that they were waiting to hear whether or not I'd be able to make the switch. I'm still waiting for that confirmation call, but I have no doubt they'll follow it up. They've been smashing to me so far. Sorry to hear others haven't had such a great experience.
I used to be the same. I've never had a problem with them until now and I think the main problem originally was the lack of training for the first girl I spoke to - she apparently should have known to take the address straight away.
I'm glad O2 have treated you well though. To be honest, everytime I called they were very helpful and polite, it just obviously didn't get sorted hehe
I find O2 staff in the stores to be better (friendly) than Vodafone store staff. Orange do seem to have have the best trained in-store staff (they always have one person who is a geek).
I find this hard to believe...
I have been using o2 (formerly BT Cellnet and even Cellnet) in both a personal and business capacity since 1997 and have had seldom few problems with their customer service.
Whenever I deal with either o2 or o2 Data Support I have found the people at the other end to endeavour to resolve any issues many times taking hours if not days to smooth out any issues.
You can always speak to a manager if you so require unlike many call-centres.
My handsets have always been delivered next day by 1300 Hrs when I have required a fault replacement, an insurance replacement or an upgrade which is quite a feat considering the rural Scottish location I have the pleasure to telework for my company from.
Data support have always kept me informed and involved my feedback and suggestions in the roll-outs of patches, fixes and solutions to any technical queries.
They have always kept their promises and on the very few occasions I have been slightly "put out" they have compensated me by crediting the account with line rental refunds, £50 and the like.
The key to complaining or resolving issues with a call centre is to keep calm and to treat whoevers at the other end of the phone / postbox / inbox like a person not an idiot.... They deserve it and you would expect the same.
Going all out and trying to sound superior will always get their back up and they will be as unhelpful as their company policy goes. Yet again treat them as an equal and don't be a stuck up, swearing, irritable plank full of airs and graces.
Before anyone says "But I bet you only have your own personal account to deal with"...
Due to the line of my work I have a large communications budget to spend on behalf of my clients sourcing the appropriate mobile voice / connectivity solution and I choose to do business with the network with a proven track record in customer service, decent network coverage and good pricing strategies... ie o2.
Bear in mind that business is based on reputation and adopting such an amateurish attiude may damage yours.
Nice to See
For once it is nice to see that people are praising a network for what it does rather than for just what it does wrong!!!
Having read through this I found my self looking at this and thinking Supafly is blowing this completly out of context yes you paid more money for the phone but surely you have to say this is an honest mistake
Secondly why have a pop at the customer service team it is not their fault that so many customer are calling in at one time try calling SKY TV if you think 20 mins is a longtime try them you either get they are to busy to answer (something I have never heard anyone getting from O2) or like I got 'Your call will be answered within the next 160 minutes' as for the hold music I think it is pretty catchy.
All CS can be a pain in the backside
But everyones experiences are different ! I would rank o2 and Orange to be the best , followed by T-mobile , then (surprisingly) Three , followed by Vodafone
I never envisaged myself ranking Three above Vodafone - as Three CS is AWFUL , but recentley Vodafone have (amazingly )managed to do a worse job !
(BTW , yes I do have contracts with all of them )
But this is based PURELY on my experiences - I have several friends who swear that Orange CS is crap and Vodafone's is wonderful ! but you can only go by your own experience
I have found o2's staff in the shops to be freindly ,courteous , and human - and the same with the call centres , but I suppose if you get one bad assistant that all goes out the window
All I can say is O2 have been great with me, with the Blue Angel (first one) the shop refused to change it, a call to support and return to the shop it was exchanged there and then, otherwise the local shop have been great many thanks. Mike
Jest możliwość wymiany samej szybki ale jest to dość problematyczne i nwm czy warte zachodu
Wysłane z mojego Nexus 5X przy użyciu Tapatalka
Phone bought in April 2007.
In September the phone was delivered back to the reseller for an extended painting removal, detached from the external metallic case.
Warranty repair, needed more than a month but the REAL work lasted only 3 days in "Prima Comunicazione", the only official Italian technical center.
Delay was caused only from poor attention of HTC in solving customers problems.
In detail the reseller waited to collect "a sufficient number of phones" before bringing them to the collect point. The collect point (obviously) waited again to collect "a sufficient number of phones", before sending them to the main repair center.
Finally after about 20 DAYS the phone travelled from Rome to Milan.
If you like you can calculate the "HTC average delivery speed" considering that Rome is about 400 miles far from Milan.
Finally after 30 days the phone was sent me back.
After ONE WEEK of use, the external case started again to loose it's painting.
HTC, contacted by phone, claimed service center responsibility (Prima Comunicazione), in replacing the original cover whit an old one affected from the same painting problem.
Service Center, contacted by phone, was upset in hearing such a kind of replies from HTC to their customers and explained that the cover replaced was a new one. This could even be verified checking the part number of the spare part.
Now the phone has been left again to the collect point for a new amazing "30 days Italian cruise" in the first class of HTC technical service.
TEN PHONE CALLS to HTC customer service, were not able to gather any additional information, except for the standard "YES... I understand" of the astonished telephone operator.
There are no HTC referrers in Italy for the product, neither people taking care of consumer problems caused by HTC poor quality both in product, that in customer service.
Waiting again the phone (there are 25 days remaining), I can assure that smart phones market, certainly offers best products for the worth of an HTC P3600 (600 euros!!!).
Not an explain phone call from HTC in two months!!!!!!!!!!!!!!!!!!!!!!
Actually an Italian consumers association is acting legally against HTC for what happened to me.
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......................
Please do not respond to this message this is a generic email sent from an automated mailbox.
To learn more about HTC Europe, please visit our website at www.htc.com
Note: This is an automated message - do not respond to this email address as incoming mail is not answered. If you need to contact the Call Centre, please use this link http://www.htc.com/europe/CA_Hotline.aspx quoting your unique ticket number.
CONFIDENTIALITY NOTE : The information in this e-mail is confidential and privileged; it is intended for use solely by the individual or entity named as the recipient hereof. Disclosure, copying, distribution, or use of the contents of this e-mail by persons other than the intended recipient is strictly prohibited and may violate applicable laws. If you have received this e-mail in error, please delete the original message and notify us by return email or collect call immediately. Thank you. HTC Corporation
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!
Click to expand...
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.
Click to expand...
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.
Click to expand...
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...
Click to expand...
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!
I recently noticed my HTC had white spots showing when browising on a white background which was annoying me. I have looked after my phone and it's unmarked but thought well its under warranty so might as well get it sorted. Phoned HTC and advised them of the problem. They said no worres we will pick it up tomorrow from your work and it will take 10 days to sort out. Got an email today saying the repair is not under warranty either pay £198 for a replacement board, pay £20 to ship back or let them scrap it??? WTF! So I had to pay £20 to get my phone back and really wished I hadn't bothered now. Just hoping it is still working as it was fine apart from the small fault at the start. Has anyone else had any bad experiences?? I might write a letter of complaint to them.
T Mobile replaced two HD2's for me, I didn't even purchase them from T Mobile. I guess you should go with the TMOUS next time.
HTC warranty means help yourself for 20£
evereste said:
T Mobile replaced two HD2's for me, I didn't even purchase them from T Mobile. I guess you should go with the TMOUS next time.
Click to expand...
Click to collapse
Hi there HTC WARRANTY is SHOCKING!!
Check my tread any help drop PM!
http://forum.xda-developers.com/showthread.php?t=844980
and another HTC user
http://forum.xda-developers.com/showthread.php?p=11571127&posted=1#post11571127
Spendy said:
I recently noticed my HTC had white spots showing when browising on a white background which was annoying me. I have looked after my phone and it's unmarked but thought well its under warranty so might as well get it sorted. Phoned HTC and advised them of the problem. They said no worres we will pick it up tomorrow from your work and it will take 10 days to sort out. Got an email today saying the repair is not under warranty either pay £198 for a replacement board, pay £20 to ship back or let them scrap it??? WTF! So I had to pay £20 to get my phone back and really wished I hadn't bothered now. Just hoping it is still working as it was fine apart from the small fault at the start. Has anyone else had any bad experiences?? I might write a letter of complaint to them.
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I have send my HD2 5time to warranty never had to pay 20£!
But It already cost me a lot of time=money.
They do awful swap old one for refurbrished one.
Refurbrished means not a FACTORY build one but UK hand made JUNK!
It has been 3 time serviced and 2times swap!In 3 months
AND FOR MORE FUN its going again for swap!
3repeirs 3swap good job HTC good JOB.
NEVER ever HTC
but maybe who don't want to have kind of new mob every week
The whole swapping process has 2 targets:
- Faster service for you
- Reduce cost for HTC
Repairing a device with tiny little formats of virtually all parts can take time and needs quite some test procedures after the work is done. Once finished, fixed devices go into the swapping pool. Or get scrapped, if not repairable at reasonable cost.
tictac0566 said:
The whole swapping process has 2 targets:
- Faster service for you
- Reduce cost for HTC
Repairing a device with tiny little formats of virtually all parts can take time and needs quite some test procedures after the work is done. Once finished, fixed devices go into the swapping pool. Or get scrapped, if not repairable at reasonable cost.
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You sounds like one from HTC
1ST swapping is NICE if is swap for new factory made product not a refubrished one from HTC made by hand!
2ND My HD2 was 3times repaired and 2times sw.
ques witch of these procedures were longer . . . swapping!
So maybe in different country but not in UK-London
UK-swap means Phone built up by somebody in UK by hand!!!-nothing to do with HTC from TW-boxed brend new
No, I am not HTC, but I´ve got many years of experience with other manufacturers.
Imagine you are this manufacturer. Refurbishing is a logical solution. Repair work is done by human beings. You cannot trash all defective devices, that would be too expensive. Fixing broken units, or assembling working ones with parts from broken ones is definitely cheaper. And trust me, according to years of experience, it definitely works in most cases. And finally, please remember that after 2 failed attempts of fixing the same (or at least "your") device, you get the right or should try to claim a new unit instead of a fixed one - it´s European law.
And yes, most manufacturers do not run their own service centers, usually service is done by third party companies. Any reasonable manufacturer will tightly control the quality of a) the freshly made devices and b) the repaired devices. At the end, an angry customer is usually much more expensive than a happy customer. Try to see it from this end.
All this apart, it is obvious that most recently, the number of bricked devices has grown dramatically. Maybe there are too many strange errors due to flashing Android stuff, which come with bad drivers etc, and the service centers are kind of overwhelmed with too much work, who knows.
If I was HTC, I would also watch carefully what is going on - and I think they do. They can easily see also here at xda that recent growth of "bricked device" threads. I cannot blame them for being careful, honestly spoken. It is simply a professional attitude.
HTC Romania
I just (yesterday) got my HD2 back from the repair service.
It had to go there 3 times. 2 times for the digitizer problem, and the 3rd time for the fact that the Sdcard reader was not functioning anymore.
It took them a month or 2 to repair everything, but it's working again. Service sucks? Nope, not really. I did not buy the phone here in Romania, but since it's an HTC one, the HTC warranty applies everywhere in Europe.
I can't say HTC sucks in their warranty cases.
tictac0566 said:
No, I am not HTC, but I´ve got many years of experience with other manufacturers.
Imagine you are this manufacturer. Refurbishing is a logical solution. Repair work is done by human beings. You cannot trash all defective devices, that would be too expensive. Fixing broken units, or assembling working ones with parts from broken ones is definitely cheaper. And trust me, according to years of experience, it definitely works in most cases. And finally, please remember that after 2 failed attempts of fixing the same (or at least "your") device, you get the right or should try to claim a new unit instead of a fixed one - it´s European law.
And yes, most manufacturers do not run their own service centers, usually service is done by third party companies. Any reasonable manufacturer will tightly control the quality of a) the freshly made devices and b) the repaired devices. At the end, an angry customer is usually much more expensive than a happy customer. Try to see it from this end.
All this apart, it is obvious that most recently, the number of bricked devices has grown dramatically. Maybe there are too many strange errors due to flashing Android stuff, which come with bad drivers etc, and the service centers are kind of overwhelmed with too much work, who knows.
If I was HTC, I would also watch carefully what is going on - and I think they do. They can easily see also here at xda that recent growth of "bricked device" threads. I cannot blame them for being careful, honestly spoken. It is simply a professional attitude.
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Good
Yep I did ask for NEW after 3 times feiled in MiltoneK
Yep Problem is NEW is not new BUT Made by HAND - refurbished- from new parts - 2 times 2 times rubbish
Yep I have never ever flash to A or W7 or Ubu
I my mind to the cheapest way in my case was to accept Brend NEW from FACTORY only witch is the way they don't do!
COST me and HTC more than I've paid!!!
6 x UPS from and to my house, work, phone calls.
There is someone wrong and it's not me with my hands
100% unsuccessful in 5 cases! 6 awaiting next week
OMG
WHAT I NEED MORE
The annoying after sales experience that i had concerning HTC, has to do with a phone that i purchased by a Greek shop about 6 months ago, which, as i found out, is of Portuguese (or Spanish) origin. The phone is now in need of service but HTC claims that they provide service only for phones that have been sold by them within Greece, so they refuse to receive my phone. Instead they tell me to send it to Spain (obviously the transfer costs should be provided by me).
Its really kind of awkward to not provide local service since their Warranty states that 'if you have purchased the Product in a member state of European Union, Iceland, Norway, Switzerland or Turkey and HTC originally intended the Product for sale in one of these countries, this Limited Warranty is valid and enforceable in all of these above listed countries'. Yet, they seem to ignore this paragraph of their Warranty.
Its really kind of awkward for a multinational company like HTC refuses to provide service for their phones irrespectively of the location (at least within the European union boundaries).
I used to be a big fan of HTC, and i have spend a lot of money over the last years buying premium phones (for premium money of course). I expected to have serious after sales support for the money given, and above all as promised within their Warranty for European citizens.
Up till now i have received irrational excuses by them, thus making me officially complaining to any consumer organizations i know. i really look forward to see the outcome.
European law is crystal clear: "Warranty" is the responsibility of the seller - not the manufacturer. It lasts 2 years. One of the major reasons this rule was created is the free trade zone of Europe - means, if your seller bought the device from a Spanish trader, it does not touch you.
The "guarantee" from the manufacturer, however, is a whole different story, as it is not mandatory (in comparison to the seller warranty). HTC gives this "limited warranty" based on their own regulations, and usually, it lasts only 12 months.
In the sum, you can claim manufacturer warranty according to what you quoted, but in case they "refuse" for whatever reason (maybe they have a distributor in Greece?), your seller is still responsible, please keep this in mind - at least as long as you bought from a EU country seller.
tictac0566 said:
European law is crystal clear: "Warranty" is the responsibility of the seller - not the manufacturer. It lasts 2 years. One of the major reasons this rule was created is the free trade zone of Europe - means, if your seller bought the device from a Spanish trader, it does not touch you.
The "guarantee" from the manufacturer, however, is a whole different story, as it is not mandatory (in comparison to the seller warranty). HTC gives this "limited warranty" based on their own regulations, and usually, it lasts only 12 months.
In the sum, you can claim manufacturer warranty according to what you quoted, but in case they "refuse" for whatever reason (maybe they have a distributor in Greece?), your seller is still responsible, please keep this in mind - at least as long as you bought from a EU country seller.
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HTC will give 24 months warranty in Europe.
copy/past from their website
-----
This Limited Warranty shall last for twenty-four (24) months from the
date of original purchase for mobile devices, and twelve (12) months
for accessories (whether included in the mobile device sales package
or sold separately) other than the media on which any software is
provided, CD-ROM, memory card (“Warranty Period”).
-----
The warranty thing is a bit dodgy in Europe. Some manufacturers only sell online (Dell) and they used to state the 1 year warranty as you said.
Fortunately and good for the customers there have been several cases where the judge said that manufacturers should not put the stress on stores for paying the legal warranty stuff after the first year of purchase.
That is also the reason why some European car manufacturers promote their 2 year warranty in ads now (funny because they just have to provide that).
Had the same problem with my HD2 (whiter spots on the screen) and it was fixed under warranty(it did take like 2 weeks). However, for such an expensive phone, I'd expect a better treatment.
For example, when my MX Revolution mouse had problems with rubber band on scroll (and the store refused to take it for repair, as they did not think it was a big problem), I contacted the manufacturer. They just asked me to destroy it and send photos. 3 days later I got brand new one shipped by DHL. I wish HTC warranty was like that...
tomksoft said:
Had the same problem with my HD2 (whiter spots on the screen) and it was fixed under warranty(it did take like 2 weeks). However, for such an expensive phone, I'd expect a better treatment.
For example, when my MX Revolution mouse had problems with rubber band on scroll (and the store refused to take it for repair, as they did not think it was a big problem), I contacted the manufacturer. They just asked me to destroy it and send photos. 3 days later I got brand new one shipped by DHL. I wish HTC warranty was like that...
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I agree on that one.
They should at least have swap stock and provide well tested refurbished phones if it is clearly a hardware warranty issue.
That would speed up things dramatically.
For the 2X LG phone they have a VIP service in the Benelux. If it is determined that it is a hardware issue over the phone a new one will be delivered to you within 24 hours in the first year.
I concider my HD2 to be non functional since the periode of March the 20 - 25th.
My experience with HTC and their warranty 'service' Dynafix is ... well no words for this.
The device was produced in March 2010 so this one certainly falls under EU warranty laws which are very strict.
If I do not get a decent answer from them this week they will be faced with EU law for sure.
After spending more than 2000€ on their phones in 3 years time it is time to move on to another manufacturer.
lukesan said:
(...)
After spending more than 2000€ on their phones in 3 years time it is time to move on to another manufacturer.
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Don´t expect much better services... unfortunately, most manufacturers have outsourced their warranty and repair services.
But, all this depends, of course, on where you live. Each country organization seems to be different (I know services in like 12 different countries so far).
Many users make many different experiences, I myself had quite some issues with Samsung (especially poor where I live at the moment), LG (even worse) or SonyEricsson. The only really good service I received was... from Apple (they do have different authorized service companies, one of them is outstandingly well).
With HTC, however, never had any issues at all. I was lucky, the hardware never failed. And for the software, we´re here at xda anyway, no?
I know that they are both liable (in a different manner). Nevertheless the one who will actually do the service will be an authorized service center of HTC. Thus, as far as i am concerned, i know that i can give the phone to seller where he will send it to spain (because, as mentioned, the Greek distributor will not accept it ), and hopefully i will have it back in a month or two from now.
The question still remains ... why shouldnt i get service as per HTC's warranty in greece? Why should i go through all that hassle so as to get my phone hopefully repaired in about 1 month from now?
I really would expect from the manufacturer who has a big share in the European market, to provide the appropriate service for devices that cost more than 500 euros.
its the same kind of service one would expect when buying electronics, cars, appliances from known brands in Europe (to have local service).
I might ask for much, but i quess when i pay premium money for any kind of appliance, electronics, mobile phones, or even cars i expect premium service (especially when the manufacturer guarantees it)
@ioannister
The EU proposal about warranty was done in '99 and all the EU countries should have implemented this in a timespan of 3 years.
Here you can find the webpage.
http://eur-lex.europa.eu/LexUriServ/LexUriServ.do?uri=CELEX:31999L0044:EN:NOT
Read it properly and use it in the best way to gain your right as a consumer.
The store needs to take of warranty even if it is imported, that is not your issue.
If the store still exists and refuses to cooperate I would inform the ministry of economic affairs in Greece since it is their task to comply and to make shops (no matter how big or small) follow those rules.
So you tried to email HTC about this and they told you to send it to Spain?
Did you afterwards contact them and tell them that was not the warranty statement that is on their website?
I've learned numerous things over the years I've dealt with warranty cases and that is to always note down everything like name, time and date, even record it if you can.
Good luck and keep us informed!
@lukesan
thank you for your reply (and the article).
I have all the mails/communication with HTC. I have repeatedly told them that they violate the paragraph at the warranty that states 'if you have purchased the Product in a member state of European Union, Iceland, Norway, Switzerland or Turkey and HTC originally intended the Product for sale in one of these countries, this Limited Warranty is valid and enforceable in all of these above listed couries .
They have constantly given me answers bypassing the aforementioned paragraph.
I know that this has happened to other consumers as well (at least here in Greece).
I have informed three different consumer organisations here in greece and i am waiting for their feeddback.
i will keep you posted on the 'official' outcome ....
Yes. HTC's service is pathetic
Hi.
I experienced it many times. The service people are so dumb they don't even understand the problem at all. I called them once to solve an issue. I explained the problem .They said "Sir, You need to format your phone". I said "I already did it 10 times". Then he said " You need to do it again".
This is the reason I wanted to buy a Samsung. I am not sure of their service but my friend told me its good. What do you guys think?
Another thing that I came accros checking their warranty conditions and statements (http://service.europe.htc.com/terms&conditions.pdf).
It mainly seems to be focused on the UK and not the complete EU.
I cannot find the conditions in other languages.
It is NOT allowed to let people sign a paper (which includes the paper you have to give to the courier and that you agree with everything ...!) in a language that is natively not spoken in your country.
Seems that HTC violates EU laws with this one as well.
According to the status page mine has been swapped for another HD2.
First of all I do not agree to that if it is a second hand one since mine was in absolute new condition and I told them to only change the mainboard and nothing else.
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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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.