Database Users

Poor HTC service (and marketing)

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.

T-mobile replaced my MDA vario 2, for free

i sent of my phone with a keyboard that was sticking
due to me dropping marmalade onto it
anyway i told them, that the keyboard din't work, i was having problems with call quality, and there was cosmetic damage
t-mobile agreed to fix the keyboard for me, and that only
so i sent it off
an 2weeks later
it came back,
with a new screen, new mainboard, new case, new stylus, new batter, new battery cover
everything on it is new
so much so, then have sent me a certificate to confirm that my IMEI number has changed due to the ammount of work done on the phone
at the time of sending it off, it had a hungarian windows mobile 5 rom on it, as i couldnt find a english version at the time of downgrading
so t-mobile, reflashed it for me
so if anyone is with them, i would recommend if you have any problems
phone up
and tell them you want it fixing, and don't lie to them, just bend the truth a little, and maybe you will get as lucky as me
plus i was also told, all MDA vario's from t-mobile have a 24month warranty with t-mobile
=D

aye they did a similar thing with me. before i got into xda-devs i had some righ5t probs with me hermes.
well i took the first one back and then they replased that. cant remember the fault mind. that one went wrong so they replaced that and then this next one went wrong again! called them up complaining and apparently if they repair a phone 3 times you can ask for a totally different phone to replace it. asked how much the kaiser would be and they said 30 quid and could be with you tomorrow. i was a very happy man and now i got a hermes and a kaiser!
they never asked for the hermes back either so always a bonus eh.
so any you guys got any probs out there even if its tiny get on the phone to t-mobile. could soon have a kaiser for 30 quid!

I work for T-Mobile and it's HTC policy to replace rather than repair a faulty unit under warranty.
As long as the engineer who looks at it doesn't determine it as damaged they always send out a refurbished unit.

sweet
so new fone
an hmm, yh i think the screen is going a bit unsensative on this one
*wink*
lol kasier for £30 ull be my new years gift
haha

Replace or repair?

Hey guys! I just need a little help here.... I had issues with my camera with pictures being bad quality in the dark .... called Google and HTC .... finally HTC decided to replace or repair the device! Though Google agent stated I would be entitled for a new device, HTC at the end of the conversation mentioned it would be "like new" but not new phone. My phone is only a week old! I have no experience with repair/replacement with HTC and I would appreciate if you can share your experience with similar situation in the past!
Also, please vote your opinion at the top in next 3 days so I can decide quick!
TIA!

Their replacement units are basically the same as a new phone, no signs of wear or anything

How bad do your pictures look? You can't expect much from any phones with an LED flash in regards to night pictures. The only phones that take somewhat respectable pictures in the dark are the ones with xenon flash.

ctbear said:
Their replacement units are basically the same as a new phone, no signs of wear or anything
Click to expand...
Click to collapse
I've had the opposite experience. The replacements that I received had new problems and one unit even had some light scratches on the screen. The most common aesthetic problem that I saw on the replacements was that the black piece sitting underneath the screen was not flush with the screen. Another one came with a weak vibrate and one of the other ones I remember had a problem with the camera, where the photos would turn up saturated (looking at the back of the camera, it looks like the camera had been tampered with or underwent repair).
I haven't had any experience with repairing the phone, however, if you're thinking about getting a replacement, I would only choose that as the last resort.

I had a discussion with a htc rep about the "like new" phones. I was told that they are actually better than new ones since they replace the motherboard, casing, and screen. Then they each go through the testing process. She said that the brand new phones don't all get tested, only around 1 in 5 or so.
I am not sure if this is true or not, just what was told to me on the phone.

r0adki111 said:
I had a discussion with a htc rep about the "like new" phones. I was told that they are actually better than new ones since they replace the motherboard, casing, and screen. Then they each go through the testing process. She said that the brand new phones don't all get tested, only around 1 in 5 or so.
I am not sure if this is true or not, just what was told to me on the phone.
Click to expand...
Click to collapse
Get a new replacement phone. If you send it back to repair, you might end up 2 or 3 weeks without the phone according to HTC's track record.

hbkmog said:
Get a new replacement phone. If you send it back to repair, you might end up 2 or 3 weeks without the phone according to HTC's track record.
Click to expand...
Click to collapse
Yep it took me around 4 weeks for my last repair job. (had to get dust under screen fixed twice).
Next time I'm getting a replacement.

r0adki111 said:
Yep it took me around 4 weeks for my last repair job. (had to get dust under screen fixed twice).
Next time I'm getting a replacement.
Click to expand...
Click to collapse
I've actually had very good experiences with HTC.
It takes about 3 days to ship to the HTC factory, they fixed my screen in under a day and had it back out with 2day shipping. So about 7 days, BUT the first time they fixed my phone, they didnt connect the camera or motherboard so my earpiece, camera, and flash would NOT work.
They fixed it again for free, and I did indeed get MY phone back. Not a refurb. I dropped my phone the first week and it had a scuff near the top which is indeed still there.
I think you should use a cheap replacement phone for a 1-2 weeks it will take for HTC to fix it rather then getting a refurb where you have no idea if it has DIFFERENT problems.

Thank you do much for all your response guys! They also gave me another option to authorize my credit card for full value of the phone, they send you a replacement phone then you play with it and then send the defective back in 10 days if not you pretty much buy both the phones. This option seems to be more attractive since I get to compare and decide, so I'm leaning more towards this but still waiting for some more experience / opinions
Thanks again
Sent from my Nexus One using XDA App

HTC Support Repair Time?

Hi people,
i hope there isn`t like 5 threads about this.. but i sended my HD2 today to the HTx guys because of the jitter bug.. i finally want it to be repared (or even better replaced)
now my question is .. if you guys have good experience with the HTC support and how long this should probably take?
i live in germany by the way.. i also made a poll
and if it is more than one month.. could you write down , how long

never had to send my device in for a repair, but it took them about 2 months to get me a new 16gb card for my tmous hd2. (according to them it was back ordered with a max turn around of 2-3weeks). I will be doing any repair/replacements through t-mobile and asurion.

Almost 3 months for mine. Repairs did not fix the issue and the phone was finally replaced. Will never buy another HTC again.

T-Mobile unlocked HTC HD2 dead - very strange, please help!

I bought the phone reasonably new off Craigslist as a travel/GPS phone in the summer of 2010 and it worked OK for six months or so. Then I decided it would be a good idea to re-flash it and ended up bricking it to a point where it would buzz when turning off and then turn off immediately. Fortunately, an e-mail to HTC later, they asked me to send it to their repair center in Texas and fixed it the same day they received it and sent it back. Not a penny charged to me and I didn't even think the phone was in warranty. I basically got back my old phone flashed back to default and it worked beautifully.
About nine months ago I went abroad to the Netherlands and the phone was working good as new with a Vodafone SIM card. It worked until December 2011 when I returned to the States, turned it off and put it away in a drawer. Before anyone asks - never dropped it, not a drop of water has ever touched it, it was working just fine. Six months later (otherwise known as a month ago), I traveled again, but now, having had my iPhone4 unlocked, barely had the need for the HTC. However, I am about to make a trip to a country where I will need GPS and won't have an iPhone data plan, so I figured I'd turn on the Leo and check that it was still functioning.
It wasn't. It wouldn't even register a yellow light when charging. Soft reset impossible, so was hard reset. My friend, whom I got the idea to get the HD2 from in the first place, had a couple of spare batteries and a plug-in charger. I tried both replacements (charged in the wall unit) - no dice. I called HTC and they called it an end-of-life product and refused to even have me send it in to get checked, so I took it to a repair shop and was told I would likely need a replacement motherboard. Checking eBay there isn't one damned thing called an HTC HD2 motherboard. So what do I do? What can be the problem and how can I replace the board? Is there a site that deals in OEM HTC parts or is there a part model I should be looking for? Or would I even be able to fix it myself without a soldering iron? I guess my other solution would be to sell it as is for the remaining parts, but it's a great GPS if nothing else, so I don't want to give up on it quite yet...

highlanderfil said:
I bought the phone reasonably new off Craigslist as a travel/GPS phone in the summer of 2010 and it worked OK for six months or so. Then I decided it would be a good idea to re-flash it and ended up bricking it to a point where it would buzz when turning off and then turn off immediately. Fortunately, an e-mail to HTC later, they asked me to send it to their repair center in Texas and fixed it the same day they received it and sent it back. Not a penny charged to me and I didn't even think the phone was in warranty. I basically got back my old phone flashed back to default and it worked beautifully.
About nine months ago I went abroad to the Netherlands and the phone was working good as new with a Vodafone SIM card. It worked until December 2011 when I returned to the States, turned it off and put it away in a drawer. Before anyone asks - never dropped it, not a drop of water has ever touched it, it was working just fine. Six months later (otherwise known as a month ago), I traveled again, but now, having had my iPhone4 unlocked, barely had the need for the HTC. However, I am about to make a trip to a country where I will need GPS and won't have an iPhone data plan, so I figured I'd turn on the Leo and check that it was still functioning.
It wasn't. It wouldn't even register a yellow light when charging. Soft reset impossible, so was hard reset. My friend, whom I got the idea to get the HD2 from in the first place, had a couple of spare batteries and a plug-in charger. I tried both replacements (charged in the wall unit) - no dice. I called HTC and they called it an end-of-life product and refused to even have me send it in to get checked, so I took it to a repair shop and was told I would likely need a replacement motherboard. Checking eBay there isn't one damned thing called an HTC HD2 motherboard. So what do I do? What can be the problem and how can I replace the board? Is there a site that deals in OEM HTC parts or is there a part model I should be looking for? Or would I even be able to fix it myself without a soldering iron? I guess my other solution would be to sell it as is for the remaining parts, but it's a great GPS if nothing else, so I don't want to give up on it quite yet...
Click to expand...
Click to collapse
Insisting to look up on ebay will get you eventually to success, but a good working MB may be purchased up to 70-80USD.
Replacing it needs no soldering, but I wouldn't recommend to DIY if you're doing this first time in your life!
But if you feel confident(and a bit lucky), watching some good videos about, may help you fulfill this job.
Good luck!

bib*oops said:
Insisting to look up on ebay will get you eventually to success, but a good working MB may be purchased up to 70-80USD.
Replacing it needs no soldering, but I wouldn't recommend to DIY if you're doing this first time in your life!
But if you feel confident(and a bit lucky), watching some good videos about, may help you fulfill this job.
Good luck!
Click to expand...
Click to collapse
Thanks. Looks like I might just be better off selling it for parts.

highlanderfil said:
Thanks. Looks like I might just be better off selling it for parts.
Click to expand...
Click to collapse
If so, I'm interested in!
PM me, we could work it out...

Do you happen to have insurance on the phone? If you have a plan through someone like tmobile and you have insurance you could always file through them. You could also look for one on ebay that has a cracked screen or something like the charger port when up. That way you could get the motherboard you need. Just make sure the phone is in good condition otherwise. I know someone in the past had a problem and if i remember correctly they couldn't find it. I think but dont quote me that this was the motherboard..when it has the pcb board (printed circuit board) attached. Found here. This was years ago so please consult someone else before buying. Amazon also has a lot of parts you can order so looking there might be useful.