Hello
I shipped my TYTN to the UK for repair , two monthes ago!!
Those basterds dont even answer phones (all our lines are busy) or emails (no replay)!!
Anybody knows whats going on over there? Any suggestions ?
I am from Israel.
HELP!
How did you ship the phone? I'd hope you used DHL or some other courier which can track the shipment and provide proof of delivery. I'd also hope you bought insurance when it was shipped.
If you haven't had confirmation from HTC that they have the phone then maybe it hasn't arrived yet (stuck in customs?)
If the phone hasn't arrived you need to get on to the courier and try to claim from them or the insurers.
If it has arrived at HTC (provable via a couriers documentation) then write to HTC (recorded delivery), addressed to the Managing Director, and tell him you think that 2 months is an unreasonable time to wait - particularly without any answers, you want the phone repaired and returned and you expect a response within 7 days of him receiving the answer. Tell him that if you do not receive a response within 7 days you will consider that the phone is stolen and you will acy accordingly.
I have no idea what 'accordingly' means in this case because it'll cost you more than the price of the phone to take much further action.
As for HTC UK - I sent my phone to them (via Vodafone) earlier in the year. 3 weeks later (and many lies) they told me it would be at least another 6 weeks for the required parts to arrive. They are probably one of the worst companies it's been my displeasure to deal with.
Good Luck.
I didnt use DHL but rather USPS , as they are cheaper , insurance is 1000$ and i`ve just found out it is unclaimed , this might be the "stuck in customs" situation you were talking about ? I called USPS , they said someone has to claim it and nobody it!!
How do I unstuck it ? (sounds like a bricked TYTN ... brick type 4 ?)
Thanks..
Just got my phone back (well a brand new one actually) from repair so thought I'd share the experience here in case any one else is thinking of doing it.
My phone was constantly restarting and some research on the inet suggested it needed a new motherboard.
Sent my phone in by recorded delivery had to pay £5.50 to get insurance to cover the cost of the phone but nm.
SBE received it the next working day (7th) and I checked the progress the day after at:
https://extranet.sbe-ltd.co.uk/enduser/index.php
This said:
SBE fault: None
Customer fault: Software (network services)
Or similar and something about repair finished send back to user.
So I phoned them using 01233 619320 to avoid the 0870 number (www.saynoto0870.com) and said that this wouldn't fix the problem and I'd have to pay to send it back to them so they agreed to hold it and said something about submersion testing (no me either) which they said was just longer testing.
A few days later the progress had changed to on hold with team leader. Finally I received a brand new phone today on the 17th. So its taken 10 days but I've got a new phone.
So basically check on their site and phone em and they'll do a proper test and fix your phone properly.
Thanks for sharing this. I have seen recently some bad experiences here on the x10 forum. So thanks for sharing a good story.
Sent from XDA Premium from my X10a rooted running 2.2.1 Cyanogen 6.1.3gingerbreadV1 ROM
i broke my USB too..instead repairing they gave me a new one )
Update: In my excitement and rush to get phone rooted ect before I went away for the weekend I didn't notice all the scratches around the edge and on the middle button and a dent on the top, also quite a bit of force is needed to get the headphones in. The usb mount was also a bit flakey and it stopped recharging (using plug) in the middle of the night. It has restarted for no reason but isn't doing it all the time as before. Lets hope these probs clear up.
It looked new as they had cleaned it up a bit and applied a new screen protector (I was told not to send the back cover in). So in summary a company that doesn't give a sh*t about your phone/customer service just how fast they can do a shoddy repair job and get money off SE who also don't give a sh*t.
Ive sent mine in 3 times for losing network reception occasionally and random reboots.
Each time they just do a software update, screening or some crap like that and send it back!??? WTF!!??
Anyhow, the last repair (3rd one), which was a VIP repair because i put in a complaint was returned to me on saturday 19th with an aerial change.
Im gona give it a couple of days and ring back on Weds for an exchange as the 3rd repair was escalated to VIP and obviously if that didnt fix it a replacement should be in order.
My advice.. after the 2nd repair if unsuccesfull, phone back and demand a replacement and have your case escalated to a higher team. That should get the ball rolling.
P.S
Thanks for the number, that 0870 is EXTORTIONATE!!
As a foreigner living in london, I'm kinda worried that when i send my phone to warranty i will never see it again :S
If you send it by recorded delivery you can prove they recieved it so wouldn't worry about that. Yeah they was about to send mine back with a software update until I rang up, so basically everyone needs to ring up to get em to do sumat!
I was planning to return by FOURTH faulty DHD today when I was told at Carphone Warehouse that it could take 6 to 10 weeks for my phone to be repaired.
What a shambles HTC. You should be ashamed.
This seems to confirm the problems:
http://www.theregister.co.uk/2011/05/18/htc_failed_support/
Yeah, i've heard that HTC sometimes make bad phone, some mistakes during manufacturing (but every company does, my DELL laptop is brand new, and the pixels on the screens go all wierd if i dont have the AC adapter plugged in).
But this is your 4th time!!!!, that bad luck man, im so sorry!!!
You should honestly send a message to HTC and tell them that its your 4th phone. i dont think HTC reads these fourms!
Well I got my phone back after 3 weeks so pleasantly surprised! Well done HTC.....or so I think.
Nice box with "I'm BACK" written big across it. Open it up, turn it on.........NO BATTERY. They forgot to ship back my battery - even though their own ticklist has BATTERY written very clearly on it and it was ticked!
No worries "quick call to HTC will sort this out" I thought.
I called. They said they call me back. They didn't. Called again, finally spoke to a senior staff member..........he tells me HTC are having supply problems at the moment in their repair centres and it will take two more weeks for them to ship a battery. Two weeks for a battery!
This will now extend the period that I've been without a working phone (since I bought my DHD before Christmas) to nine weeks - assuming the battery arrives at all of course. Utterly pathetic showing from HTC.
Oh they also said they look into offering me a compensatory gift. Said they'd call back.....guess what?
I've been waiting two months + for htc to send me just a replacement antenna cover!
Daz555 said:
Well I got my phone back after 3 weeks so pleasantly surprised! Well done HTC.....or so I think.
Nice box with "I'm BACK" written big across it. Open it up, turn it on.........NO BATTERY. They forgot to ship back my battery - even though their own ticklist has BATTERY written very clearly on it and it was ticked!
No worries "quick call to HTC will sort this out" I thought.
I called. They said they call me back. They didn't. Called again, finally spoke to a senior staff member..........he tells me HTC are having supply problems at the moment in their repair centres and it will take two more weeks for them to ship a battery. Two weeks for a battery!
This will now extend the period that I've been without a working phone (since I bought my DHD before Christmas) to nine weeks - assuming the battery arrives at all of course. Utterly pathetic showing from HTC.
Oh they also said they look into offering me a compensatory gift. Said they'd call back.....guess what?
Click to expand...
Click to collapse
if you returned it via carphone warehouse, your contract for repair is with them not HTC, complain to carphone warehouse. The phone has not been returned fit for use thus you are entitled to reject the repair and demand your money back, hit them up with a request for some kind of compensation as well.
A simsilar thing happened when I bought mine (well, not four times anyway). It was the third week of March and the battery cover just wouldn't open. I reported it to them and they had it replaced by evening, plus a free media link adapter for the extra wait.
How bout you give them this story and see what they think about it.
ghostofcain said:
if you returned it via carphone warehouse, your contract for repair is with them not HTC, complain to carphone warehouse. The phone has not been returned fit for use thus you are entitled to reject the repair and demand your money back, hit them up with a request for some kind of compensation as well.
Click to expand...
Click to collapse
I returned direct to HTC because the service they offered direct to the customer seemed better that I would have from CPW - who would send the phone to HTC regardless.
Anyone got recent experience of the repair service in UK?
Have just send my HD to have the touch screen repaired only to find out that their repair center is not good.
Any experiences?
Rob.
I just recently sent mine back. They returned it with the same fault I sent it in for. All they did was a factory reset.
This sounds familiar, I sent my wife's desire back 3 times with speaker noise. Came back reset every time with the same problem. After many phone calls and a letter to the CEO we were contacted by a Regional Customer Care Manager who again was worse than useless. Stand your ground as HTC policy is to replace phones after 3 failed attempts to repair the same fault. Hope this is useful.
I quoted the sale of goods act to Phones4U that states the retailer is liable for repairs, etc... I got a replacement sent out in 3-4 days.
I have the number of the Written Complaints Team of Phones4U if anyone needs it. I didn't write to them.
andyharney said:
I just recently sent mine back. They returned it with the same fault I sent it in for. All they did was a factory reset.
Click to expand...
Click to collapse
Same experience.
Sent from my Desire HD using XDA App
Although IANAL as Andy states in the UK your contract is with the retailer not the manufacturer, so it's the retailer who is required to sort the problems out, they can ask you to deal with the manufacturer direct BUT you are not obliged to do so.
They all get sent to HTC anyway and because Carphone Warehouse are doubly useless I chose to send mine to HTC direct.
I got my phone back within 3 weeks. I have no idea if they fixed it or not because they neglected to return my battery. I have now been waiting for a week for HTC to get stock back in again.
Shambles.
I really feel for you fellers as I've been on the arse end of rubbish repair service with a SONY, NOKIA & Phones4U in the past. My son's wildfire just came back from the UK repair centre & I have been absolutely amazed atwith all of it. From the inital call to the return of the phone - for a non working screen - 3 days, 3 days! Received this AM & so far all seems as it ought to be. Maybe I got lucky (& I do hope this positive post doesn't snap back & bite me on the butt) but I can't complain at all.
(That's killed it, I just know I've opened a world of pain for meself now )
Oh & I hope all you experiencing bad service really do get your stuff sorted to your satisfaction asap.
My first Desire HD bricked itself doing an OTA update, so I sent it back. I say "sent"... here's a rough timeline:
Monday @ 9am approx. - Called HTC
Monday @ 2pm approx. - Phone was picked up by courier!
Thursday - Received email to say the phone was fixed and was on the way back.
Monday @ 12 approx. - Received phone back from courier.
Bear in mind the Friday and second Monday were public holidays, so on a normal week I would have had it back on the Friday I think. As for the repair, they replaced the mainboard, shell and battery were original. I checked the hardware IDs etc, but HTC also confirmed the board replace when I called them.
All in all, I was quite satisfied. The only improvement would be to offer while you wait service by travelling to Milton Keynes and being in person.
That's pretty good. Far better than I received, here's my timeline.
Wk1 - Friday @ 10AM - Contacted HTC (Vibration Motor Failure) - Advised of 20+ days turnaround time due to repair centre re-location.
Wk2 - Tuesday @ Daytime - Handset picked up.
Wk3 -
Wk4 -
Wk5 -
Wk6 - Thursday @ 4PM - Contacted HTC to see where my handset was. Advised they had it and an engineer will look at it ASAP.
Wk7 - Tuesday @ Daytime - Courier returns handset. No notice given, luckily I had the day off.
Wk7 - Tuesday @ Daytime +1 - Contacted HTC - No repair made, vibration motor still faulty. Firmware updated to 2.36.405.8 - Advised of 20+ days turnaround, etc...
Wk7 - Tuesday @ Daytime +2 - Contacted Phones4U - Explained situation, got nowhere, reminded them of their responsibility under the Sale of Goods Act. "they are liable for repair, repair made in a reasonable timeframe, etc...." passed to "Written Complaints Team" they agreed with shocking turnaround and arranged a replacement.
Wk7 - Friday @ 10AM - Courier delivered brand new Desire HD.
Wk8 - Wednesday @ 9AM - Courier picked up faulty Desire HD.
Wk9 - Wednesday @ Daytime - Cheque of £50 through the post as compensation for my troubles. (I did not ask for this).
Daz555 said:
They all get sent to HTC anyway and because Carphone Warehouse are doubly useless I chose to send mine to HTC direct.
I got my phone back within 3 weeks. I have no idea if they fixed it or not because they neglected to return my battery. I have now been waiting for a week for HTC to get stock back in again.
Shambles.
Click to expand...
Click to collapse
Yes agreed, but you are absolving them of responsibility by going it alone, which may make life more difficult for you in the long run.
Here is the reason I'm getting worried:
http://www.theregister.co.uk/2011/05/18/htc_failed_support/
The phone cost so much in the first place that I figured it best to get it sorted as soon as.
All the posts I logged about not being able to allow apps root etc, turns out it was the touch panel the whole time.
Since December when i got the phone I was thinking it was just me
I dropped it into a Vodafone Ireland shop so if it gets lost or comes back with the same fault, at least I will have someone to argue with.
Am back to using my old Omnia i900. Man is this thing a donkey. Hope my HD makes it back to me soon in one 100% working piece.
To those who have rooted their device and needed repair, do you need to unroot and S-on your device before sending?
nm8 said:
To those who have rooted their device and needed repair, do you need to unroot and S-on your device before sending?
Click to expand...
Click to collapse
It wouldn't do you any harm, but in the UK at least they can't decline a hardware warranty claim because you've rooted
I just ran the stock RUU over mine before returning it.
11 days ago HTC emailed me to advise they had dispatched a new battery......guess what.......yep, nowt.
They were also delighted to inform me that they had dispatched an 8GB mSDHC card by way of compensation........genius. We had actually agreed on a 16GB card. Either way it has not arrived anyway.
Utter shambles from start to finish.
Just got a call from Vodafone to say my phone had come back from repair.
Going to head out and get it shortly. Will be interesting to see if its actually fixed.
I had a bad experience.. took them 45 days to sort out my phone.
It was sent in due to a camera blur, it blurred the right hand side. I got told it will be 5 working days... These days came and went, so I called them up, to be told it is on the priority list, which means it will be sent out asap (a couple of days). This time period came and went. Long story short, they kept telling me my phone will be sent out in the next couple of days, when really it was sat there waiting for a new camera to be delivered from Taiwan, which I found out about 30 days in.
In the end, I quote the sales and goods act, and pointed them to the direction of their terms and conditions, which state that in a delay, either party must notify the other, but they never notified me. And the Act which stated that a repair must be done in a reasonable time frame, else a replacement product must be issued.
After I sent them off a letter stating this, I had an email reply saying that my phone will be with me by next wednesday, which also came and went... on the Thirsday they rung me up, telling me a new, boxed HTC Desire HD will be sent out to me, I got that on the Friday. Makes me wonder why they didn't save time with all this messing around, read their own terms and conditions, plus check out the law before they built a repair centre!
Overall, I was glad I had a brand new phone, but annoyed with their level of service, and lack of answers. I even had Orange ringing them up requesting my phone be returned to be as they had broken the law.
Matt
Just been to collect the phone and just as well i tested it in store.
Still not fixed. All they did was reload the software!
So, its off for another repair now with alot more details added to the description.
Exactly what they did to mine, I don't understand the thought process of these "Engineers/Technicians". Repair notes state,
"Faulty Vibration Motor: Does not vibrate / distinct scratching noise when supposed to vibrate".
Somehow updating the software to 2.36.405.8 will fix an obvious hardware fault?
After reading the horror stories about the HTC repair centre I thought I was one of the lucky ones.
The touchscreen on my HD2 completely failed, rang the repair centre at around 11.00am last friday and they collected the phone the same day.
6 Days later my repaired phone is returned, on unboxing and inspection I notice that all 4 of the screws used to hold the phone together under the battery cover are missing.
I now have had to raise another ticket request, return the phone yet again tomorrow and wait probably another 6 days for its return
Is your HD2? TMOUS? Or EU? If it's TMOUS if your still in warranty you could just get a brand new one. Honestly the HTC Repair place sucks, a friend of mine wanted his Nexus One repaired and it came back without a battery D:
its a EU version
blahblah13233 said:
Is your HD2? TMOUS? Or EU? If it's TMOUS if your still in warranty you could just get a brand new one. Honestly the HTC Repair place sucks, a friend of mine wanted his Nexus One repaired and it came back without a battery D:
Click to expand...
Click to collapse
That's because you are supposed to send it without any battery, sim, sd card, battery cover, etc.
I personally had an HD2 repaired by HTC because of the overheating issue which would freeze the phone and was pretty impressed overall. They repaired (replaced the main board) and sent it back the same day. They didn't charge me for international shipping despite being in Canada.
A few things did go wrong though they almost sent it to the wrong address. (made a mistake with my address on the phone originally)
Also the phone I sent was unlocked but when I received the repaired phone it was locked. They unlocked it but had to wait several days for the unlock code.