Database Users

phone going back to HTC

I have have been having a microphone hardware issue and am having to send my phone back to HTC. Has anyone had any experience sending their phone back what kind of turn around time is it? do they fix your phone or send you a refurb?
BTW I am in the US
Thanks Dave

Expect it to take at least a month from experience!

change of thought
The problem has seemed to have disappeared. I was having issues with people being able to hear me. like they would get every other word as an example. But after getting through tech support and all the joys of finally getting an RMA #. I haven't decided if I am going to send it back or not?
any thoughts
am currently running ATT version of WM6
btw

update
just an update, talked to a couple of people around the area and they have been having issues for about a month also. they switched to 3g about the first of dec. and that is when my issues started. I went to the ATT store and they replaced my sim so far so good so the phone is staying put for right now. I will post again if the problem comes back.
Dave

change of plan
Well after a little conversation with the ATT people, they are sending me a new phone. guess HTC wasn't the way to go.

My experience (just for the sake of the original topic) was i sent my Tytn to HTC (UK) and within a week i got it back with the screen alignment issue sorted. Nice.

Had it for a week and dust under the screen ! !

It is 10-24-09 and I received my HTC Touch 3G T3232 Jade 100 on 10-16-09. I have had it for a week and I am noticing dust under the screen. I don't know if this is a known issue.

DanRo80 said:
It is 10-24-09 and I received my HTC Touch 3G T3232 Jade 100 on 10-16-09. I have had it for a week and I am noticing dust under the screen. I don't know if this is a known issue
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I've used my Jade for nearly a year now. The screen is still cyrstal clear. There must be something wrong with your set as the screen should be dust-tight. You should claim your warranty and get a replacement.

I e-mailed HTC on Oct. 24th. Waiting to hear from them.

So, I called HTC today since I never received a reply to my email and I am sending the phone in. I am sad to be temporarily parting with it since I have only had it for two weeks. I also hate that it took me about a week an half to get settings to what I want and will now have to get them all correct again when it comes back.

DanRo80 said:
So, I called HTC today since I never received a reply to my email and I am sending the phone in. I am sad to be temporarily parting with it since I have only had it for two weeks. I also hate that it took me about a week an half to get settings to what I want and will now have to get them all correct again when it comes back.
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You should backup your settings and customisation on to SD before you send in, so that when you receive it back you can easily restore all your settings to that just before you sent them.

I've got the same problem with mine, bought it end of January 2010, three weeks later I've got some dust behind the screen, on the top. After having made the backup of my data with sprite backup, I've gone to the shop I bought the mobile, and got a new one with no problem to this day!

filipon said:
bought it end of January 2010,day!
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?????????? hows that possible lmao
Im still in 2009

UK HTC repair center

hey,
Basically a quick question, my HD2 broke (my fault) and the screen went all funny.
I rung them up, did all the business and they picked my phone up last monday. Checked the website and it got there on wednesday.
Im assuming they dont work weekends, but im just abit curious to how long they are going to take to repair it. The website still says "We have received your phone at HTC service center." I was told it would take 7-15 days to get back to me. Considering I have had no email even quoting me to how much its going to be, im pretty doubtful to whether it will be back in this time period.
Anyone else sent their phone to the HTC service center? How long did it take you? I want my phone back

mine came back (with a new screen fitted) in 10 calendar days from when it was picked up.

not sure whether o2 send them to htc or fix them themselves, but mine was posted on wednesday, arrived back the following tuesday, new board and screen.

Ah cool, well its 7 days so I guess I have a few more to wait.
How did they get in contact with you about how much it will cost and stuff?
Im assuming email?

Oo Alias oO said:
Ah cool, well its 7 days so I guess I have a few more to wait.
How did they get in contact with you about how much it will cost and stuff?
Im assuming email?
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all email. mine was covered by warranty as it turned out, so no charges.

Mine took 2 months to be returned. Volcanic ash cloud apparently.

Question for those who've gotten replacement

I don't want to clutter the forum with unnecessary messages, but those who have gotten their replacements--what was the situation with that? Were you sent new models, or refurbished ones? (assuming it was possible to tell).
I've got a DVP that's surprisingly crash-free (once in a week of regular use), but wireless sync doesn't work, and I'm apparently out of luck with Tech Support. If I'm going to get a refurbished replacement, I think I might be better off going for a refund again.

Desynthesis said:
I don't want to clutter the forum with unnecessary messages, but those who have gotten their replacements--what was the situation with that? Were you sent new models, or refurbished ones? (assuming it was possible to tell).
I've got a DVP that's surprisingly crash-free (once in a week of regular use), but wireless sync doesn't work, and I'm apparently out of luck with Tech Support. If I'm going to get a refurbished replacement, I think I might be better off going for a refund again.
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I never got my replacement so I can't say if it would have been refurbished or not, however I can say that if you decide to return yours, the process was pretty easy. Just call Dell Mobility (800 308 3355) and tell them you want to return your phone. If you had an exchange already scheduled (like I did), cancel the exchange first.
I returned mine 21 days after the day I received it. Apparently Dell starts that counter either when the device ships or when you order it, but it didn't cause me any problem.
It does seem as if Dell is shipping out new orders as they come in now, so your best bet to ensure you get a brand new device may be to just return and reorder. My exchange was in process for 20 days (received with a scratch on the screen) with no end in sight before I just gave up.

patrickk said:
I never got my replacement so I can't say if it would have been refurbished or not, however I can say that if you decide to return yours, the process was pretty easy. Just call Dell Mobility (800 308 3355) and tell them you want to return your phone. If you had an exchange already scheduled (like I did), cancel the exchange first.
I returned mine 21 days after the day I received it. Apparently Dell starts that counter either when the device ships or when you order it, but it didn't cause me any problem.
It does seem as if Dell is shipping out new orders as they come in now, so your best bet to ensure you get a brand new device may be to just return and reorder. My exchange was in process for 20 days (received with a scratch on the screen) with no end in sight before I just gave up.
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Dell sent me a refurb with my original order a week ago, so I don't think they'll be sending out NEW phones any time soon.

orochidp said:
Dell sent me a refurb with my original order a week ago, so I don't think they'll be sending out NEW phones any time soon.
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Wait, they sent you a refurb phone in fulfillment of your original order? Are they allowed to do that?? I didn't think a company was allowed to send you a refurb product without telling you at the time of purchase.
How could you tell it was refurbished?

patrickk said:
Wait, they sent you a refurb phone in fulfillment of your original order? Are they allowed to do that?? I didn't think a company was allowed to send you a refurb product without telling you at the time of purchase.
How could you tell it was refurbished?
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There was someone else's data on the phone, there was no initial setup, there were loose screws, and liquid damage to the screen.
Sold as new, no markings on the device or box marking it as refurbished.

patrickk said:
I never got my replacement so I can't say if it would have been refurbished or not, however I can say that if you decide to return yours, the process was pretty easy. Just call Dell Mobility (800 308 3355) and tell them you want to return your phone. If you had an exchange already scheduled (like I did), cancel the exchange first.
I returned mine 21 days after the day I received it. Apparently Dell starts that counter either when the device ships or when you order it, but it didn't cause me any problem.
It does seem as if Dell is shipping out new orders as they come in now, so your best bet to ensure you get a brand new device may be to just return and reorder. My exchange was in process for 20 days (received with a scratch on the screen) with no end in sight before I just gave up.
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Interesting. I spoke with Dell Mobility, and I was told that I would receive a new (not refurbished) phone since I'd asked for a replacement within my initial return period.
We'll see anyway. I'm not really going to push my luck with a second full return and another order--especially since I guess, assuming the worst, you could still get a refurbished unit anyway. I'll just have to inspect the replacement model thoroughly. The rep on Dell Mobility I spoke too also seemed to suggest that, if I wasn't satisfied with it, I could get another replacement, since I'd be within the 1-year-warranty period.
Orochidp, given that you got a phone obviously with someone else's data on it for a new order, it seems like that'd definitely be something to explain to Dell.

The touch screen on mine went out and .comy replacement appears to be brand new. I have had it for 4 days now and it has worked flawlessly. No lockups with WiFi, several app downloads regular email account synchs etc. Crossing my fingers that this new one stays stable!

Sooner or later that DVP you have that you think "works flawlessly" will cringe up and crash. I thought my 16GB dvp was perfect for 2 and a half weeks. That was until I started to download some xbox games from market place over wifi and guess what? CRASH! Not only that, I lost everything- including all the music albums I've synced with zune, any and all pictures ive taken with the phone, and all my downloaded games. I lost practically EVERYTHING after it crashed, auto-hard reset and forced me to the set-up screen as if it was the first time I've turned on the device.
I'm having a hard time trusting the DVP again. I don’t know if I want to go back to it. I am surely returning the device.
You may say, "...but mines perfect!" Yes, but mines was perfect as well... I thought. I trusted it, but it pulled a surprise on me out of no where.
So, what does it take for you to be convinced? A crash + auto-hard reset?
I don't know how else you'll be convinced.

Unfortunately, Lemon, just as we can't know for certain what'll happen with working phones, nor can you know for certain what'll happen.
Don't get me wrong, I wouldn't claim that it's a reliable piece of hardware--then again, given my limited experience with it, I'd be reluctant to talk about it's reliability period. I can certainly say that I'm unhappy with my problems, but I can't make a universal statement concerning everyone. Take Twitter--there are people who are going through multiple replacements, and there are people who are on the same phone they got and couldn't care less (except that they mention it--presumably there are people in both groups who we don't know about).
You don't know for a fact that that person's phone is going to fail anymore than they know for a fact that it won't. You can certainly make a prediction based on your experience, but that's no more immediately accurate than a prediction from someone who thinks their phone won't have any troubles. It's not like the RAM issue, where we can concretely point to something at any given time.
Personally, a hard reset is a minor inconvenience, in part because I demand working wireless sync (hence my attempts to replace the phone). The last laptop I bought from Dell was included in a class-action lawsuit, so as bad as this is, it's nothing by comparison.

I got my 16Gb replacement yesterday after getting the run around, I had to escalate the issue higher than Dell Mobility. The phone was brand new in the box with all accessories like the first one.
So far no lockups (knock on wood) but Bluetooth is still flakey. Hopefully an update can fix that.

rsacipher said:
I got my 16Gb replacement yesterday after getting the run around, I had to escalate the issue higher than Dell Mobility. The phone was brand new in the box with all accessories like the first one.
So far no lockups (knock on wood) but Bluetooth is still flakey. Hopefully an update can fix that.
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Yeah, I had to likewise pester Dell about it--apparently, they were waiting for a shipment of new units before sending me a replacement. Which I guess at least seems to suggest I'll get a new one.

I got a replacement about a week and a half and after closer inspection I believe my replacement is indeed a refurbished device. There are very tiny dents, 2 per side, at almost the exact positions on the top where the metal meets the glass. As though the glass had been replaced. There is also some poor "glueing' and fitment on the back when I slide the front up.
I still have both and just received the waybill to send the original back. Now I am not so sure if I want to send back my new one and keep the refurb. I guess I will call them to verify if it is indeed a refurb.

Google RMA process getting slower?

Hate to admit it, but this is my third RMA. I did a couple back in July and still had issues. So decided to wait a month or more and try one more RMA.
My first two RMAs with Google were pretty quick. I called them, got the link request the replacement. It took them about one business day to ship it and they'd send it 2 day delivery. So the entire process from the time I called to receiving the replacement was just 3 days on both of those RMAs. And that was when Google was up to their elbows in new orders and replacements.
I would have thought almost 2 months later things would settle down. But I started an RMA on Tuesday and it's Friday and they haven't even shipped it yet.
Anyone else do any RMAs this week?

Ravynmagi said:
Hate to admit it, but this is my third RMA. I did a couple back in July and still had issues. So decided to wait a month or more and try one more RMA.
My first two RMAs with Google were pretty quick. I called them, got the link request the replacement. It took them about one business day to ship it and they'd send it 2 day delivery. So the entire process from the time I called to receiving the replacement was just 3 days on both of those RMAs. And that was when Google was up to their elbows in new orders and replacements.
I would have thought almost 2 months later things would settle down. But I started an RMA on Tuesday and it's Friday and they haven't even shipped it yet.
Anyone else do any RMAs this week?
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The whole process has gone to s#! *, my first rma at the beginning of august I got labels, rma form, and replacement shipped the same day. 2nd rma I called Google and they told me a rep would call me back to take my info down. Never got the call and had to call them back. A whole lot of phone and email tag trying to get all my forms and labels just to get a replacement
Sent from my Black "Destroy Mode" Nexus 7

Oh yeah. I just realized I haven't even gotten the email with the return labels. That usually comes at the same time as the email for the replacement order.
Guess I'll have to call Google and find out what happened to the RMA.

Call once more, if nothing happens then file a complaint with the BBB.

Ravynmagi said:
Hate to admit it, but this is my third RMA. I did a couple back in July and still had issues. So decided to wait a month or more and try one more RMA.
My first two RMAs with Google were pretty quick. I called them, got the link request the replacement. It took them about one business day to ship it and they'd send it 2 day delivery. So the entire process from the time I called to receiving the replacement was just 3 days on both of those RMAs. And that was when Google was up to their elbows in new orders and replacements.
I would have thought almost 2 months later things would settle down. But I started an RMA on Tuesday and it's Friday and they haven't even shipped it yet.
Anyone else do any RMAs this week?
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I did one almost a week ago and still hasn't shipped... So I feel where you're coming from.

WackyClash said:
I did one almost a week ago and still hasn't shipped... So I feel where you're coming from.
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I didn't call, figure since is Friday I'll just wait to next Monday to find out what is happening. Perhaps they are waiting on the next C9O batch from ASUS.

I called Google and it turns out their system went down and existing replacements got stuck in the queue. He said he'll need to escalate my issue to get my replacement unstuck from the queue.

Got this shortly later from Google...
Hi,
We're aware of an issue preventing shipment of advance replacement devices
and are working on a fix.
Please rest assured that this delay will be accounted for when calculating
the deadline for return of your original device.
Apologies for the inconvenience.
Regards,
The Google Play Team
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Click to collapse

Ravynmagi said:
I called Google and it turns out their system went down and existing replacements got stuck in the queue. He said he'll need to escalate my issue to get my replacement unstuck from the queue.
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At least u didn't get a "ghost" unit. When I went to get an rma on my second unit (screen lift and dead pixels) Google said they couldn't find my n7 in their system. So it took me a week and a half before they got it resolved and sent me a new one
Sent from my Rooted, LazyPanda, White "Destroy Mode" Evo

Yeah,I also called them this morning and receive that same email.
I placed my original RMA request on 8-31. Every day I call them and they tell me the same story.. That they are escalating my order to another department that is dealing with the shipments of RMA's and nothing every happens. I call everyday.
Hi ,
Thank you for contacting Google. It was a pleasure getting to speak with
you today. As promised, I've forwarded your case to a specialist to begin
working to resolve your issue as soon as possible.
We're aware of an issue preventing shipment of advance replacement devices
and are working on a fix.
Please rest assured that this delay will be accounted for when calculating
the deadline for return of your original device.
In the meantime, if you come across any other information that you'd like
to pass along, please feel free to reply to this email. Your responses
will automatically go to the specialist working on your case.
Apologies for the inconvenience.
Regards,
The Google Play Team
Ravynmagi said:
Got this shortly later from Google...
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Geez, not good to hear this has at least been going on since August 31st and still isn't fixed. Google had no problem putting a hold on my credit card though.
They told me to call again if I don't hear anything by Thursday.

I just called and they said it's stuck in a pending state as well. Guy said he would email my case specialist and I should get an email back.

Hmm...that sucks. I have been contemplating RMAing my N7 lately. I've always had very slight screen lift, but it never really bothered me. I removed 2 screws under the area where the lift was, and later removed the sponge strip. That fixed it 90% of the way. But the last few weeks I get the unresponsive touch screen, and have to turn the screen off, then back on. That fixes it completely, until it happens again. I've flashed a few ROMs and kernels, and it's a lot better now, but still happens daily.
If/when I hear that new units aren't plagued with defects, I may RMA.
So if I ordered from the Play Store and request an RMA, they'll send me a new one first, place a $199+tax hold on my CC, and wait for me to return mine, correct?
What if I get the new one and it's worse, and I want to return IT? Does that create a bigger problem?
Thanks, and keep us up to date on your situation please
Edit: Is it possible to RMA an 8GB model, and request the new one be a 16GB, and pay the difference?

jaycustom said:
If/when I hear that new units aren't plagued with defects, I may RMA.
So if I ordered from the Play Store and request an RMA, they'll send me a new one first, place a $199+tax hold on my CC, and wait for me to return mine, correct?
What if I get the new one and it's worse, and I want to return IT? Does that create a bigger problem?
Thanks, and keep us up to date on your situation please
Edit: Is it possible to RMA an 8GB model, and request the new one be a 16GB, and pay the difference?
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The hold they put on your credit card is only the cost of the device, no sales tax. So for the 8GB model it would only be $199 total. They hold with my bank usually goes away in less than 2 days.
Google rep told me that if the replacement also has issues they still wanted me to return the original and then do another RMA on the replacement.
You have 3 weeks to return the device and normally the RMA process is pretty quick. So you could still hold on to the original while doing another RMA on the second, so long as you get that original back within the 3 week window.
For the last item, you can ask, but doubtful.

Ravynmagi said:
The hold they put on your credit card is only the cost of the device, no sales tax. So for the 8GB model it would only be $199 total. They hold with my bank usually goes away in less than 2 days.
Google rep told me that if the replacement also has issues they still wanted me to return the original and then do another RMA on the replacement.
You have 3 weeks to return the device and normally the RMA process is pretty quick. So you could still hold on to the original while doing another RMA on the second, so long as you get that original back within the 3 week window.
For the last item, you can ask, but doubtful.
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Cool, thanks for the info man!
So what you said..."Google rep told me that if the replacement also has issues they still wanted me to return the original and then do
another RMA on the replacement."
If I got a replacement that was worse(dead pixels, blown speaker) than my original (screen lift) I would have to keep the crappier one and give them my original N7 per the RMA...then start an RMA on the crappy replacement that I now am stuck with for an unspecified amount of days? That would suck. I've heard many stories of the replacement having more/worse defects than the original. Well, when or if the N7 starts to ship mainly defect free, I might RMA. Until then, I just have a really bad feeling that I have over a 50% chance my replacement will have more/worse defects. I guess I'll just keep mine, while keeping a lookout for better quality batches in the future. Thanks again man, good luck on the new Nexus.

Replacement Device being shipped.
Just a update. I received the shipping email this morning.. Whoo hoo.
Submitted RMA request: 08/31
Shipped new device: 09/12
The Authorization fell off out cc account but Google reran the authorization again today.
Ravynmagi said:
Geez, not good to hear this has at least been going on since August 31st and still isn't fixed. Google had no problem putting a hold on my credit card though.
They told me to call again if I don't hear anything by Thursday.
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Click to collapse

Google has lost there mind..
im waiting for them to send me a replacement device for a replacement that came damaged. THEY HAVE A GRAND of my money.. HOW Do they feel this is ok to do ...
GOOGLE I HOPE YOU WATCHING This forum . your layal customers are very upset . and APPLE IS LOVING EVERY MINUTE.

I just received my replacement today (sent the RMA request on September 4th) and it is a C50K with 2 dents on the bottom (1 big and 1 barely noticeable). The border around the screen is blue instead of black and on the inside there are fingerprints everywhere. The screen is still raised on the left side but at the moment it isn't loose and creaky (yet).

Received RMA Device
Just another Update.
I received my Replacement device yesterday. Same issue. Left part of screen is raised and its a C80.
So off to send original one back and do this process all over again

I got my replacement yesterday too. It's a C8O and sadly it's got the screen lift on the left side, quite noticeable lift.
This is my third and last RMA. Sadly I'm just gonna have to accept it and live with it. I'm still happy with it for $250, just physical flaws bother me a bit. Oh well.