Hey all,
I broke my phone over 4 weeks ago now, it was sent off for repair on the 31st of August to the HTC repair center in the UK.
The screen was fine, however the LED underneath was broke and I couldnt see the screen (2 white lines on it). This cost me £120 to repair - where I was told in the vodafone shop by a woman (who didnt even know what the phone was) that it would probably cost £40 - I didnt get my hopes up on that though xD
Now exactly 4 weeks later it has arrived in perfect condition, it had a scratch on the back which seems to have been polished out as it is now barley visible which is nice of them.
So yeah, just a little bit of information for people sending their phones off
Now its time to install a rom
oh my god, it took a month for them to fix it?thats pretty shabby service, mine went last week, if it aint back by friday and i will be pissed and on the phone!
good to hear your phones in good shape but 4 WEEKS!!!, thats pretty piss poor service if you ask me. im in the same boat as OrionCarl, sent mine last monday and they recieved it tuesday, how long does it take to flash a phone...?. i've already been on the phone yesterday and was told to call again tomorrow if my ticket/tracking hasnt changed. really want my phone back.........
I got mine back last week after 2 months of repair. It got crushed in a car door and was actually bent, with cracked LCD and glass. The chap in the TMobile store actually laughed at me and said it was a hopeless case, but Fone Doctors on London Bridge Station came through. New LCD, Digitizer (and possibly mainboard) for £140.
The insurance companies must hate this.
£20-30 excess and brand new phone the next day.
HTC repair in the UK (not far from where I live) are unbelievably shabby, failed to notify me that they would charge me for a repair which should have been covered under warranty so that if I had just waited they'd have destroyed my phone, not return it but destroy it!
well i called back today, as told on monday and was told to call again on friday if the repair status doesnt change by then. the guy said there was a huge backlog of broken phones to fix. really crap service !!!
mine still says repair, service does seem shabby sadly, will ring tomorrow and have a moan, if I left my custmomers waiting for parts for a month, i wouldnt have a job!!!!
As stated in trading standards repair centers have 28 days to repair or replace a phone if it runs over this time scale then you have the right to demand a replacement handset 28days is deamed as reasonable time scale for a repair. If you got it from a network shop eg o2 there repair center will do it as quick as they can but if its not bk by 28 days you will be sent a refurbed handset which is sometimes better than a repair.
Sent from my Desire HD using XDA App
Related
So I've been reading the "let us file a complain to SE..." thread lately cuz well...you guess it...my phone developed a crack.
Anyway, I did see that some people have been getting "reconditioned units" that look worse than the ones they already have.
So, how many of you guys have had problems with the service offered by SE/Authorized dealers?
Really interested in this poll, since I just let my X1 to an authorized center...
However, I must admit that I am really unsatisfied with the repai time: they told me that I have to wait 15 working days! Man, what was the premium price for?!
I sent my phone in Tuesday and they still haven't received the phone even though the service center is 35miles away from here...
Add 3-5 working days to get my phone fixed plus another week to get my phone back...so I think I'm there as well
I got back the same phone after I sent it in for a software glitch that I failed repairing myself. It got back in exactly the same condition and earlier than I had thought.
My X1's screen started blacking out when slid open, so I reluctantly sent it in, having heard a lot about cracked plastics and scratched battery covers.
I got it back in just 3 days, which is apparently unusual even for SE service here. No extra scratches or damage.
Oh, and they didn't notice the Hard-SPL...
Well - i got my replacement through vodafone so it doesnt really count
Reading some of the Dutch Forums (e.g. tweakers.net), the average time is 6 weeks for Netherlands. Some poor guy waited 19 weeks.
http://gathering.tweakers.net/forum/list_messages/1326523/20
That's almost HALF A YEAR.
Mine had stylus crack, battery crack, chipped case in three places.
4 weeks since I sent it in, and counting..
OMFG!
How is that possible???
Jeez man...4 weeks? How is it that you haven't killed them already?
If I don't have it by the end of next week I'm gonna drive there myself and have a talk with them...
wow....this is pathetic.
some of the buttons arent working smoothly these days..which means i am screwed if i send it for repair
seems im d only one wit a good story bout this..i got my phone back like 4 days
I sent my x1 to service because left-right buttons plus all other front buttons and touchpad were getting dead.i have to wait 15 min and reset phone 5 or 10 times to get device normal.f*ck sake!i am on contract with my service provider.they said i must wait minimum 2weeks just for answer REPAIR or Change.afterwards i must wait another 2weeks for repair or get new unit.i am gonna have big fight with SE.i am very disapointed.i am not gonna buy any other sony products even sony movies films
I went to a Vodafone store with repair service. Somehow they are authorized to repair phones for warranty. I only had to show my phone, they ordered the parts and they texted me when they received the parts. Then I could wait for it on location while they repaired my phone. I think that's a great service but it's more thanks to Vodafone. I live in the Netherlands, The Hague.
MAkS1 said:
I went to a Vodafone store with repair service. Somehow they are authorized to repair phones for warranty. I only had to show my phone, they ordered the parts and they texted me when they received the parts. Then I could wait for it on location while they repaired my phone. I think that's a great service but it's more thanks to Vodafone. I live in the Netherlands, The Hague.
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Hmmm, yes, so:
- SE repair service sucks
- Vodafone is great
But I really think that 4weeks is the maxiimum amout of time I would wait for a repair, not just a phone repair but whatever else. Never experienced a repair time longer than 4 weeks, and I would have been really upset hearing about 19 weeks!!!
But what about the repaired phone? Apart from Vodafone people, in ehat condition were your "new" phone? can you be more verbose than the poll?
MAkS1 said:
I went to a Vodafone store with repair service. Somehow they are authorized to repair phones for warranty. I only had to show my phone, they ordered the parts and they texted me when they received the parts. Then I could wait for it on location while they repaired my phone. I think that's a great service but it's more thanks to Vodafone. I live in the Netherlands, The Hague.
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Hmmm, u were lucky. This is what the Netherlands is like most of the time Mine was out of contract, but the problem is not the shop I went through in Rotterdam - been getting my phones from them for a few years now. I suspect it's the guys in NL who bought the service contract from Sony.
[email protected] said:
But what about the repaired phone? Apart from Vodafone people, in ehat condition were your "new" phone? can you be more verbose than the poll?
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Perfectly repaired, but unfortunately now, a month later, I have 3 cracks. The parts are in so I have to go to the store again. I don't want to go to the store twice every month...
Well,
I brought my phone to an SE Service Center around my Corner. The Display shaked a little. I brought it in on the 7.5.09
Those guys sent the phone to the Xperia guys. Seems that only some people can fix it.
Well, I have not got it back yet. :-(
So I called the Xperia line. The told me, that they did not received it yet...
But the guy was friendly. He is now starting to find my phone. We will see what happens.
Cheers
Jens
SONYERICSSON or a Network Provider???
Come on, in order for this poll to have any impact or make any sense, it should include at least WHICH Country and if SE direct or through a Service/Network Provider! Otherwise its just hot air!
I waited 5/6 weeks for my replacement to arrive aftre the sound went completely.
After SE took delivery initially I received an email to let me know it had arrived. Then nothing for a week, 2 weeks, 3 weeks and so on and so on.
The tracking website was never updated and I never received emails updating me on the progress. I phoned them all the time.
After 5/6 weeks I received a refurbished phone which [TBH] is in better condition than the phone I sent for repair, no consolation really.
Yea...WHAT tracking site? They never even acknowledged the fact that they received it. I had to phone today, to find out they got it on Friday. Even though I ASKED to be informed when they would actually get it...nada.
Anyway, when I talked to the representative and told him I want my phone repaired not replaced (because mine is scratch free and in perfect condition otherwise) he was like..."OH...we'll see what we can do"
People, how hard is to replace a back cover???
But I suppose it's good business taking good scratch free phones and replacing them with "functionally equivalent" but with cosmetic damaged ones...
@michaelthemage
The poll specifies SE Service.
And how many countried would you have included in the poll?
In my opinion, in makes no relevance what country you are in (even though I KNOW there are big differences between SE service centers). SE Service is a global thing, having an international warranty (at least European for me) so in my opinion the quality of their services should be viewed as a whole.
I for one bought my phone in France but since I'm doing an internship in the UK I sent it to Banbury.
So I do think the poll does make sense and I give thanks to all who have voted/will vote and who told me their SE related stories.
I got a global warranty card with my phone but it wasn't much help when my screen died. It is supposed to be a vip service for X1 owners where you can get a replacement phone the same day at any SE service center. Not quite. If you're in a place where they don't sell it, don't expect SE in your home country to send one to the service center you're visiting, they will not, period. And if you look close at the support site there's a somewhat hidden page that shows country by country what is (not-) available.
I shipped it off with fedex to the dealer, who said they will send one in return asap if I paid the courier. It cost me about 100 usd. When they received it, they changed their mind and said they needed the original box and booklets... and they couldn't just replace the phone (ten days since I bought it) and let me send the stuff when I returned home. Cheers...
That said, when I could deliver the box I got a new phone right away from the dealer. SE had no desire to help at all.
I don't like buying phones from operators, rather be free to choose who bills me for the calls, but if the operators service team are better at customer care, I may just do that next time.
dropped my phone from barely 2feets , the outerlayer and the digitizer seems to work fine but it had 2-3 curved cracks along the display, and from the sides of those two , display started to become dark , pixel by pixel they just turned dark.
my question is : i live in London UK , i was wondering if i should send it for repairs to USA?Taiwan? or Slough? i have sent a couple of emails to google and HTC , it was over weekend so no response from them yet. mt second question: if anybody might guess how much repair fee are we lookin at?
cheers
king_dani said:
dropped my phone from barely 2feets , the outerlayer and the digitizer seems to work fine but it had 2-3 curved cracks along the display, and from the sides of those two , display started to become dark , pixel by pixel they just turned dark.
my question is : i live in London UK , i was wondering if i should send it for repairs to USA?Taiwan? or Slough? i have sent a couple of emails to google and HTC , it was over weekend so no response from them yet. mt second question: if anybody might guess how much repair fee are we lookin at?
cheers
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My understanding is that HTC have a repair centre in Milton Keynes (based on posts I've seen on other forums)..
CodeMonkey said:
My understanding is that HTC have a repair centre in Milton Keynes (based on posts I've seen on other forums)..
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thnx , i have already contacted them , but since it's sunday i guess i have to wait another day to hear from them. i assume after 4 months of its release , HTC europe must have repair parts in stock , since it was officially launched for UK as well.
anyway i am going to update this thread by what happened. in the meantime , anyone has any other suggestions for repair? ebay still has nothing on it
so many broken screens... any luck on getting it replaced yet? i don't dare to unlock mine
it doesn't matter! when your screen break, HTC is extremely reluctant to repair it for free, and it makes sense , if you , like me , let it slip on concrete , there is nowhere in manual that said it is suitable to be thrown, and they have every right to charge you for repair. so don't worry and unlock it
it doesn't matter! when your screen break, HTC is extremely reluctant to repair it for free, and it makes sense , if you , like me , let it slip on concrete , there is nowhere in manual that said it is suitable to be thrown, and they have every right to charge you for repair. so don't worry and unlock it
by the way , i have been contacted by HTC UK first thing in the morning , asking me to call them and the estimate on repair is 64 pounds.yay. i however think the price would go up.anyway , you should call HTC hotline for UK to arrange for pickup.
I broke mine yesterday, it was a sad day indeed. But HTC agreed to repair it and whether they charge or not doesn't bother me. It's still at least 1/5 of the cost of a new one.
ordered pick up by UPS yesterday , they picked it up today , but not in time slot they were suppose to : before 1pm was mentioned by HTC , and i had the guy around 5pm at my door. anhyhoo , the HTC hotline is really really busy and they almost never reply to your emails.so you have to call , wait for half an hour to speak to someone, but they are very polite and cooperative, although at times they might not have a clue( they sent me back and forth when i called to ask why device hasn't picked up to UPS)
i'll report on the rest when i get an update
cheers
today i received an invoice by HTC via email , asking to to pay for charges. it is said that since it was determined that your device was broken because of you and not the device, i have to pay for it ( duh! ) , and guess what , the part (AMOLED) costs like 40 pounds , another 30 pounds for plastic something ( i assume it's the gluing back the digitizer to display or something) and like 15 quid for worksmanship and the total of 122 uk pounds!
damn it , it is still a fraction of a new device, so i paid it immediately , in hope of having my device over weekend. though i don't think it will be back to me.
by the way , they charged 8 pounds for delivery as well. it is not that bad, considering it is handled by UPS
now the repair tracking website of HTC says the device is ready for delivery , i should be getting it tomorrow, i hope. 122 pounds for a sorry mistake.
king_dani said:
now the repair tracking website of HTC says the device is ready for delivery , i should be getting it tomorrow, i hope. 122 pounds for a sorry mistake.
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Ouch. Makes me glad I'm covered for accidental damage under my house contents insurance..
Hope you have a happy reunion with your N1 tomorrow..
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!
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.
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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.
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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?
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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?
So as you can guess from my sig. I have been using HTC's before smartphones were a thing (I swear I'm not that old!)
So when my HTC one got the purple camera issue I became upset, maybe their quality had dropped? I called the customer support 15 months after purchase to get it replaced, the CS lady was nice (and Canadian ) she emailed a prepaid label and I sent it out to Texas for a device swap. Granted my screen had a crack in it but I still sent it in for repair since the camera would not be affected by it. Anyways, since I was out of warranty I did get an email about having to pay $90 to get it repaired, I was assured by the tech before that I would not be paying for the issue but the repair center clearly did not communicate with the tech guys. After calling and having them prove that I actually bought the phone I was told that the swap would not done since there weren't any M7 phones left in inventory
Now this is about day 20 without a phone, I was using my flip phone from 2005 :silly: and clearly had it with HTC, I complained on their twitter about being a loyal customer and would not buy their future products then 2 days later I get an email with a shipping label that my phone was being shipped. Finally, 25 days later ( I was told its a 7 days thing) I get a new phone with a new ESN, screen was not cracked with perfect working camera!:good:
If someone from HTC is reading this, you have be back as a customer but please communicate better next time about the status of my phone, thanks
ninten5 said:
So as you can guess from my sig. I have been using HTC's before smartphones were a thing (I swear I'm not that old!)
Now this is about day 20 without a phone, I was using my flip phone from 2005 :silly: and clearly had it with HTC,
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Only 20 days and you were stuck with a flip phone from 2005? I can beat that record
My first smartphone was a HTC Qtek S200 released late in 2005 that I paid $695.00 (CA) for and was so rare people would stop to ask me about it if I was in a restaurant and had it on the table.. It had a three year warranty back then. The speaker died and they fixed it no problem
About three months before the warranty ran out the speaker again broke so I sent it in to get fixed but it wasn't 20 days it was almost two full months before I got it back. The worst part was when I got it back it was DOA :crying: Wouldn't even start.
I complained of course (in a very nice way as I am Canadian LOL) but as the phone was so old they couldn't replace it as they didn't even have any. To the credit of HTC a very nice lady emailed me to try and work something out. I actually still have her skype contact as we chatted over skype a few times.
Before the phone had even been released they offered me a free unopened brand new gold box (gold box versions are pre-retail and are used as full working demos before a phone is released) of the HTC Touch Cruise. The gold box versions were going for around $725 on ebay at that time as the phone hadn't even been released yet.
They screwed up taking two months to fix my phone and then sending it out DOA but I was blown away by their offer to give me a free pre-release phone not even on the market yet.
It was a good investment on their part. I have never bought a smartphone unless it is made by HTC since then.