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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
Guys, im not too sure if this is the place, but i'm at the point where i think i may have to take Orange UK to court.
Mid august, i finally had the option to upgrade to an SPV M3100 (Hermes), which i gleefully did.
By the end of august, i had severe keyboard problems, and had to order a replacement.
Phone #1: Faulty Keyboard
Phone #2 Shipped to me
The second unit was fine for a grand total of 3 weeks...at which point...the same old keyboard problems (half the keys not working) starting reering its ugly head, along with the fabled screen alignment issues. I called orange...(we'll gloss over the 3 hours on hold, not being cut off when the offices closed at 10pm)...
Phone #2: Faulty Keyboard, Faulty digitizer, Stability issues, lost reception (only able to restore on hard reset)
Phone #3 Shipped to me...
And so here we are....a whole 13 odd days later....and yup....the keyboard has screwed up again....and im losing signal all over the shop (one second full, next gone so NOT a signal strength issue). I called Orange, and told them that this is unacceptable...that ive paid for a phone, paid for a service, and get neither....
And yet....no offer of another device.....and why pray tell?! Because the first two reps listed the faults in different orders (or missed them altogehter). So....
Phone #3: Faulty keyboard, lossy signal
Phone #4 on its way to me for Thursday.
So this is what i get for being a high-cost customer, i have bills of £100+ each month, im on a high-end tarrif, and i have a top-scale phone. Yet....the supervisors never ring back or are busy...and Orange's correspondence dept haven't replied to my fax sent over a week ago.
As a result of the changed phones, i've lost data, i've lost time, i've lost money (software regged to IMEIs), and i've lost all faith in Orange UK.
Am i the only one that has had THIS MUCH OF A PROBLEM with this network, or is this how they treat everone?!
Apologies for the endless b*tching in this here post, but i am SO appauled by all this, i've half a mind to either NOT pay the next bill and let them chase me, or contact my CA bureau and Trading Standards and see if they will tolerate a customer NOT recieving what they paid for?
Mate you need to look at the Supply of goods to consumer regulations 2002. This updates the Supply and Sale of Goods and Services Act 1982 and gives you all the rights you need.
deep-blue that is terrible but I know a guy who has had three in two weeks because on everyone of them the keyboard didn’t work.
After my 8-months-old HD2 screen went unresponsive (see http://forum.xda-developers.com/showthread.php?t=752181) I started going through what I would describe a true ordeal.
A mixture of disorganization and pretty dumb policy setting and even dumber interpretation which would make for an excellent comedy script.
Last night I received from HTC a request for feedback on my Customer Service experience. Here follows my reply to HTC, and I thought I would share it with you.
The story is far from over yet, so I'll keep you posted on the developments.
Also, please feel free to share your stories with HTC Support. Please include the good ones (just in case anyone has any ).
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I am travelling with my family in the South of Italy (1,000 km from home) and on August 9th the touch screen of my HD2 went totally unresponsive. I called your support hotline and there started an ordeal which is far from being over.
1. First of all I found out that HTC techical facilities in Italy were closed for two weeks until Aug 23rd. It is totally unacceptable to have no warranty assistance for two weeks on top-of-the-line devices. My HD2 is a business tool and I needed it fixed fast. Your Customer Service told me that if I did not want to wait for the Italian "August Siesta" to end, I had to send it AT MY OWN EXPENSE to the HTC labs in the UK and pay for the shipping back to Italy as well. I checked courier rates and decided that to wait two weeks.
2. Then on Aug 23rd I called back to know which pickup point would actually be open in my area. After 4 days I am still waiting your Customer Svc to call me back to let me know. I had to find out myself.
3. So, after waiting 2 weeks for the Italian Siesta, I drive 60 km and deliver my malfunctioning HD2 to the pickup point in Matera. The people there were kind and helpful, but informed me that HTC policy would force me to come and pick up the repaired phone there. I explained that I was on the road and that in about 10 days I would be going back to Milan which is 1,000 km. away. They were sympathetic and we called together HTC Customer support so see if we could arrange things so that I could pick up the repaired phone in Milan (which, by the way, is where the HTC repair facility is). I could not believe my ears when HTC support told me that I had no choice: either wait ten more days and deliver the phone to a pickup point in Milan or arrange for the pickup point in Matera to ship it back to me in Milan - at my own expense, of course.
Sounds like a joke - but it is unfortunately true. In the end I was so disgusted that I wanted to smash the damn phone with a hammer. But since is Company property, I followed the least painful route and agreed for the shipping back to Milan.
4. Ten minutes later, I walked into an electronics store and bought a brand new Nokia E72. I should have listened to my IT manager and never got an HTC in the first place. What he kept saying was "They make great hardware but have the worst support of the universe".
I really hate to admit he was right.
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.
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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 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.
Click to expand...
Click to collapse
Sooner or later I have to leave the country with no phone .... I'm leaving on october 1st
I was forwarded to a regional manager for Italy and Malta, it was implied that I ran my device over with a car and want it fixed for free.
I am totally and utterly disgusted with HTC service, I can't believe this. I'm going to be sending a fax to HTC Italy, Global and the Italian Consumer Protection Agency and Consumer magazines tomorrow detailing the issue. I will be seeking legal action against HTC Italy.
All this for a PURPLE TINT ISSUE
Needless to say, don't buy HTC products if you're in Italy
Thread closed. I've no idea where this is going - it's certainly not as if you're obviously asking for help or guidance.
I've edited out some of the less polite wording too, as well as someone's full name.
Please don't use XDA as a means of complaining about specific instances beyond anyone here's direct control, unless you're asking for very specific advice.
Thanks - and good luck with your phone problem.