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I'm on my 4th Hero now. This one has hot pixels. There's quite a number of them, probably more than my initial estimate of 15.
This gets convoluted now so bear with me. Of those pixels I would say that I see about 6 of them when watching tv in bed at night with my glasses off when the screen is displaying very dark colours. I'm pretty short sighted and put the phone really close to my face to watch stuff. In normal day to day use I don't see them. I might even have difficulty showing you anything but the two worst ones. Even those would require me to bring up a black screen to contrast with. And they're not in the middle of the screen.
Despite these pixels, of the 4 Hero's I've had this is the best one I've had. My last one had a bigger pixel problem, while there were fewer problem pixels they were more noticeable and right in the middle of the screen.
I contacted HTC about it by email and they said to contact them about a repair. I rang them just now to ask about it and the guy on the phone said they could not guarantee no hot pixels after repair and that he thought the best thing to do was get another replacement, he also said that he thought I'd probably get a refurbished phone as opposed to mine being fixed if HTC did it. He said that a new phone is always the best option.
If I could go to a store and swap it then that would be great. But I can't and Orange insist on couriering me a phone over. This means I can't check the phone before giving my old one back. I tried to do this last time and the courier flat out refused to give me the replacement before I had given him the old one. Apparently he had someone take the new phone and then slam the door in his face, meaning they had both phones!
Anyway, If I knew I'd get a better phone, I'd be happy to go for either replacement by Orange or repair by HTC. As it is I feel that the odds are stacked against me (this is my 4th, remember) and that I should maybe just be accepting of what I've got.
For anyone who'd bullishly just demand a replacement until they got a perfect phone I'd suggest that you consider that Orange aren't going to keep replacing the phone and that HTC's man said that they wouldn't guarantee a defect free phone. This could go on forever. Looking at this forum it seems that there are enough hardware problems for my problem to be relatively insignificant. Everything else is fine.
So yeah, what would you do? To sum up: Minor persistent annoyance vs potential for greater annoyance.
If it has that many dead pixels then its past what they (HTC) consider acceptable in their policy. In that case it is 'faulty'.
You should really be thinking of it like 'why on earth do you keep giving me faulty phones, get this sorted because i'm getting fed up with this' instead of 'err sorry could i please have another replacement'. Its their fault not yours!
The only down side to another replacement, like you say, is that it may have other problems they dont consider a fault. In any case since you got it online (right?), worst case you could just send the whole lot back and start again with another carrier.
Personally if i had issues like that with a phone, it would bug the hell out of me every time i noticed them, and i'd be kicking myself for not returning it.
15 dead pixels on such a low resolution screen is pretty rediculous. I'm begining to wonder if they are using cheap screens or something,
Can't find any pixel issues on mine. And would have it replaced if there were
, as I did with the Tocco a year ago.
Bought mine straight from HTC though.
kam187 said:
If it has that many dead pixels then its past what they (HTC) consider acceptable in their policy. In that case it is 'faulty'.
You should really be thinking of it like 'why on earth do you keep giving me faulty phones, get this sorted because i'm getting fed up with this' instead of 'err sorry could i please have another replacement'. Its their fault not yours!
The only down side to another replacement, like you say, is that it may have other problems they dont consider a fault. In any case since you got it online (right?), worst case you could just send the whole lot back and start again with another carrier.
Personally if i had issues like that with a phone, it would bug the hell out of me every time i noticed them, and i'd be kicking myself for not returning it.
15 dead pixels on such a low resolution screen is pretty rediculous. I'm begining to wonder if they are using cheap screens or something,
Click to expand...
Click to collapse
Yeah, I agree man, I think I've got a right to a phone that works properly. However the practicality of it all is that I might not be able to get one. I can't get out of the contract now (7 days is all the time you get) and for the reasons stated earlier it might not be the best decision to chance a worse phone. I'm really in two minds about this but I'm just not sure how many good ones there are out there and how many bad ones there are.
Well... Number five is due tomorrow. Pray for me guys.
Hero number 4 from Mobliefun is due this week and in the interim I have ordered another from Devicewire. I'll have 2 to choose from, so I'll end up sending back either, or both.
Shame I have to go to these lengths just to get a defect free device but to these lengths I shall go.
Dead pixels
Every brand as a dead pixels policy. What HTC's? Some other member posted it at: http://forum.xda-developers.com/showthread.php?p=2909106
a) three dead pixels anywhere on the screen or
b) two continuous dead pixels
If that's the case, you just need to send the phone back and get a new one. If it takes the 6th phone...just ask for a refund and buy it elsewhere. This reminds me of my 1st HDD I bought...the store replaced it for 5 times only to find out that the entire box was filled with damaged HDD's.
What I want to know is what exactly is the problem with the manufacturing process on these handsets? If you get a good one, it's amazing but how few and far between are they?
Dead pixels, gaps etc... you shouldn't be getting that on a high end device.
The last time I had problems like this was dust under the screen on my SE P800!
tatwamasi said:
Yeah, I agree man, I think I've got a right to a phone that works properly. However the practicality of it all is that I might not be able to get one. I can't get out of the contract now (7 days is all the time you get) and for the reasons stated earlier it might not be the best decision to chance a worse phone. I'm really in two minds about this but I'm just not sure how many good ones there are out there and how many bad ones there are.
Click to expand...
Click to collapse
The whole transaction is for the contract AND phone. Efectively you have not received a working phone yet. They have replaced it and replaced it. The 7 days deadline doesnt really apply here. The goods they supplied were faulty and you have full legal rights to ask for a replacement, use your waranty, or ask for a total refund for upto 2 years in fact in the EU.. and 6 years in the UK.
The crucial point is the goods were defective at the point of sale.
I'm fairly certain that the contract doesn't include the handset which is why the people who recently got out of their Orange contracts early didn't have to return their handsets. Thanks all the same though.
It definitely is. The people who got out of their contract took advantage of the terms and conditions/law regarding contracts, and the changing/breach of that contract.
Yeah it definatly includes the handset.
The reason they were allowed to keep their handset was because of the terms of the contract. It was set that way because after purchase the handset belongs to you regardless of the contract term. Its legally dificult for them to tie the contract month by month to the handset because then it would become a kind of lease/purchase asset. This is also the reason why you can request a FREE unlock code after the first x months. The fee is just an admin charge, they're not actually alowed to charge you for the unlock code itself.
Anyway I'm not saying you _should_ send it all back, but that you _can_ if you want to.
It must be a faulty batch. I have only ever had 1 dead pixel on an HTC phone before, the original I-Mate Jam, and Expansys sent me a replacement immediately I mentioned it.
I got my second Hero yesterday (dropped my first in a coffee, dont ask..) and thankfully both of them were defect free. White, unbranded, no screen gap, build quality or LED issues.
Of course, I got mine as an import here in Hong Kong, so the sourcing batch is likely to be very different from Expanys UK or any UK Telco.
Bottom line as other people have said is that the phone does not work as advertised, it is not defect free. You wouldnt accept a new car or CD Player with a big scratch down the side. This is just the same, except worse, as the screen is not just aesthetics, but an integral part of the experience.
Get it replaced until it is right.
Huge pain, I know, and so frustrating.. I really sympathise.
2 hot pixels, gap above the screen and new for phone number 5: backlight bleed at the edges of the screen.
Go HTC!
Send it back mate. Consider buying outright or switching provider at least, that batch is goosed for sure.
I'm awaiting my 4th, should be here in the next couple hours.
God it makes my issue of a gap in the top of the screen seem rather insignificant! Dude you are having some serious bad look with these handsets. Get on to HTC and kick off.
If any sub standard handsets are making it in to the hands of consumers any company worth its salt should be concerned and by the same token be prepared to do something about it.
It may be worth highlighting the fact that they are receiving some bad press on a very reputable forum within the smartphone community as nothing travels faster than word of mouth!
Just got my 4th. I have 1 hot pixel which actually may be a speck of dust, it's hard to tell., but it's practically invisible. Also have a screen gap- the tiny variety which isn't noticeable until you get a bright light reflecting off that copper component at the right angle.
Still not perfect but I'll wait and see what the other one I'm waiting for is like. I'll keep the best one. I'm starting to wonder if almost the whole UK batch is dodgy...
To those who have perfect (white sim-free) handsets please tell me where you got them?
crash_194 said:
God it makes my issue of a gap in the top of the screen seem rather insignificant! Dude you are having some serious bad look with these handsets. Get on to HTC and kick off.
Click to expand...
Click to collapse
I'd love to, anyone know how to address them? There's no point contacting the phone numbers or support addresses on their website as the guys there have no power to do anything but say "why not try resetting your phone? If that doesn't work, return it to Orange or we can repair it for you"
Ha! Now that I examine Hero number 4 in the evening out of bright sunlight, the screen is splattered with dust or stuck pixels. There is also light bleeding out from the screen gap.
Hero number 5 soon...
I'm getting pretty pissed off. What's most annoying is that I'll send back 100 Heros before I settle for a different handset!
How come you guys are on your 4th and 5th handsets? It soley down to the dead pixels? I had 2 and neither had any dead pixels
Please look at the photo.
I just wonder is this just the protective layer of paint or some coating that I should peel off, any other user's experience the same ?
i have reported to HTC, waiting for reply... But I m not in the country that I ve bought the phone now... I wonder can I swap it like 6 months later if it's manufacturing defect.
Update 03/01/2010:
I got a reply from HTC:
__________________________________________________________________
According to the picture you provide, there should be slight appearance abrase in the button. Taking of this small layer of plastic would not affect the function of the phone. you may either leave it as it is or take it off. Thank you for your cooperation.
__________________________________________________________________
Update 04/01/2020:
I follow HTC instruction and peel/scratch away the coating of the HOME button only with finger nails.
The metallic effect's gone, and become just a normal black plastic key.
There are lots of micro lines on the button which cannot be seen on the photo.
It is still acceptable, just that I m not happy about a flag ship device's paint/coating came off so easily.
These are the photos
http://picasaweb.google.com/uccoffee.forum/20100104#
The button actually look nice without the coating in the photo comparing with the one next to it which the coating is coming off.
I m thinking should/can I ask for buttons replacement, or it is just a waste of time cos those buttons coating will eventually come off after excessive use.
i still love my HD2 , just a bit sad about so many problems
Update 05/01/2020:
i got HTC reply, nothing much they can help since I m not in Hong Kong.
Anyway, the girl from HTC said there was no one complain about the key's paint coming off.... I just wonder can those people who 's got problem and voted yes, would you mind at least send a complain letter to HTC please.
http://www.htc.com/hk-en/CS_Mail.aspx
yep my button is peeling too I had it 4 2 weeks
no problems here. hd2 is 6 weeks old ...
It's the metallic coating, if scratched away, it looks very plastic. ...
Simililar things have happened to my keypad in less than 2 weeks, and I always put it in its pouch. Guess we aren't lucky
not yet
I only use my HD2 since ~10 days, and do not have this exact problem, yet.
With my previous device (HTC Touch Pro) however, I had a lot of problems with peeling off coating (in TP case it was the plack paint peeling off the housing).
I also have the problem, that I use to buy my devices in Europe with WWE roms, and then take them with me to Japan, where I currently live.
This constellation is a nightmare for warranty return/repair with HTC, as they ask you to sent your device to where you bought it.
To avoid shipping my defect device helf way around the world, I last time decided to send my TP to HTC global repair centre in Taiwan.
They did the repair and they did it quick, but you don't want to know how much that cost me.
As soon as my HD2 starts loosing paint or coating, it will contact HTC global rapair in Taiwan again, but this time I will not accept to pay for the repair but push for good will.
The world gets smaller and smaller, customers do not stay in regions where they purchase devies. It is time for companies like HTC to adapt.
My girlfriend bought an Apple iBook in the US. In the menatime we moved to UK, Belgium and now to Japan.
She had warranty repair done to her iBook in all of those contires without an problem, so it should also be possible for HTC, if they just were a little bit more end customer oriented, but now that they try to market HTC as a brand, maybe it will come.
As a customer paying 500+ EUR for their products, I will not take NO for an answer.
Mine is actually worse than the photo in this post. I thought it was a temporary cover when it started to come away, like some buttons/screens have when a phone is brand new.
max1274, how bad is it? post some pic if possible
I only had my HD2 for 30 days....
I use my hd2 for five weeks, no problems so far. Hope to stay that way.
Its not even that bad, but yes very thin layers go off around the edges
Snap
Same here pal, it happened on my diamond as well.
**** happens i suppose
6 weeks... no problem
Damn.. Seeing things like these makes me want to go back to the shop and return it! Mine doesn't have anything but I am "EXTRA" careful with it but if it has happened to so many people it will probably happen to mine to. I cant stand paying 669€ (Portuguese value) for a phone that doesn't keep it together!
I get mad with these kind of problems!
Mine looks fine, had it since 24/12/09.
Touch wood it stays ok. Hope the guys with problems can get it sorted via HTC without niggles.
Please keep us posted on if you can get HTC to fix it.
Mines fine as well. But you know, the early batches of the HD had surface coating scratch, crack and chip problems. I bought my HD2 a month after they were first offered in the US, hoping to avoid the common problems, which were mostly ROM, but now I think maybe I dodged the bullet on this as well.
aro said:
To avoid shipping my defect device helf way around the world, I last time decided to send my TP to HTC global repair centre in Taiwan.
They did the repair and they did it quick, but you don't want to know how much that cost me.
Click to expand...
Click to collapse
Actually I would like to know.
Ibb1982 said:
Mine looks fine, had it since 24/12/09.
Touch wood it stays ok. Hope the guys with problems can get it sorted via HTC without niggles.
Please keep us posted on if you can get HTC to fix it.
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Click to collapse
I was wrong! I checked my phone at night, and guess I couldn't see the minor peeling I have on the home button. Now I've seen in proper daylight I can see mine is peeling.
This sucks big time. Anyone have any feedback from HTC?
I've also sent a support request via email from the HTC website via http://www.htc.com/uk/CS_Mail.aspx , hope they get back to all of us soon.
Got a response from HTC
HTC are quick, within 2 hours I received a response to the peeling issue:
"We are very surprised to hear that you have an issue with our HTC handset.
If you are within 30 days of purchase, you can book our handset for a DOA (Dead on Arrival) via the retailer. Everything that came with the phone including the box will need to be returned. A DOA can only be booked if there is no mis-use or damage found on the handset.
If you are outside of 30 days, please call us in order to book a repair service.
http://www.htc.com/europe/CA_Hotline.aspx
Please note that the repair centre will need to see the device before diagnosing whether the fault is covered by the Warranty or not. We can not specify a cost until the repair centre has seen it first.
Please see full DOA/Exchange Procedure below if you are within 30 days of purchase:
We can have the device repaired for you, however if you wish to exchange the device and it is less than 30 days old, please return it to the point of purchase for exchange.
The retailer may not be willing to exchange your device depending on the terms of sale you have agreed with them, this is their right and HTC cannot intervene on your behalf.
If an exchange is refused by your retailer then we can still arrange a repair for the device, but we cannot exchange it.
In the event that a repair becomes necessary and you do not wish to arrange it with your retailer please call quoting your reference number (e2e ref) if you have one.
Thank you.
-If these steps have not helped, please let me know by responding using the link provided and I will be happy to check again for you.
Best regards,
HTC Customer Support Team "
Why would we want to send our handsets for repair, only to have them fit the exact-same button unit. The same thing will happen again. Once we know HTC have manufactured new non-peeling buttons, that's when the repairs should take place. Painting buttons is stupid, why not just make them out of black plastic and have done with it.
sunking101 said:
Why would we want to send our handsets for repair, only to have them fit the exact-same button unit. The same thing will happen again. Once we know HTC have manufactured new non-peeling buttons, that's when the repairs should take place. Painting buttons is stupid, why not just make them out of black plastic and have done with it.
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Click to collapse
Until they see them though, they're not going to think its a problem. Catch 22 all the way!
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.
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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
hey all
has anyone noticed there screen coming apart from the phone, or at least not being fixed down right??
Interested to know also if anyone has experienced the dust under screen ussie that plagued the Desire? Note this will only be visible under bright light.
xspyda said:
Interested to know also if anyone has experienced the dust under screen ussie that plagued the Desire? Note this will only be visible under bright light.
Click to expand...
Click to collapse
no dust ... as off yet.... i outright bought my phone... PAYG T-Mobile UK
Unlocked, but if i lose this handset ill have to ork out another 40 quid to get it unlocked
Where the hell did you manage to fine one on PAYG ?
fkofilee said:
hey all
has anyone noticed there screen coming apart from the phone, or at least not being fixed down right??
Click to expand...
Click to collapse
There is a thread for little questions. But ok: screens are not supposed to get apart from the phone. It's faulty. Send it back for a new one.
If your in the UK , you can get PAYG direct from manufacturers or also from Carphone Warehouse, current price 399.99 £
Mobile operators are doing them but... are simlocked and more expensive then that
there is a post with this same issue that ive seen, i dont think this is a build issue, i think that all the desire HDs that have been made may suffer from this (although this may only be the first batch to be released.)
The phone is fine, it doesnt stick out greatly, and i have a case, if however it gets worse, there is a warranty for a reason and as far as i know this is a manufacturers issue, so we can send it back for a full repair at a later date if it gets worse.
fkofilee said:
If your in the UK , you can get PAYG direct from manufacturers or also from Carphone Warehouse, current price 399.99 £
Mobile operators are doing them but... are simlocked and more expensive then that
there is a post with this same issue that ive seen, i dont think this is a build issue, i think that all the desire HDs that have been made may suffer from this (although this may only be the first batch to be released.)
The phone is fine, it doesnt stick out greatly, and i have a case, if however it gets worse, there is a warranty for a reason and as far as i know this is a manufacturers issue, so we can send it back for a full repair at a later date if it gets worse.
Click to expand...
Click to collapse
carphonewarehouse currently have no payg deals due to the shortage. the only option is to buy the phone for £498. It also sounds like you had one from the first batch. I was in carphonewarehouse yesterday - they had stock, but they confirmed that it had been in there system since 18th October, but only recently delivered to the store. The phone showed the classic signs - gap between sim cover, camera lens below centre and a gap at the top of the screen.
All of these items have been discussed i other threads. My advice - get a replacement.
Yes, mine has in the top right corner, waiting for the store I got my phone from to get some stock in and mine is being replaced.
It's as if the bonding has failed, it creaks in that corner!
Hi all,
been having some real fun and games with my htc one. Some things to look out for if you are planning on picking up a new htc one. It took htc over a month to arrange a repair of the device and when it was returned the "crack" between the front fascia had been made smaller but was still present, so its going back yet again (what fun).
The front glass at the top is still not fitted correctly, and the fascia overhangs at one end and underhangs at the other.
When I first got the phone, I did notice the crack, but ignored it.As a few weeks went by I noticed the crack was getting bigger so I decided to return the phone.
I personally think that the body of the device has not been machined properly, so despite HTC attempting to repair, the problem persists. I have requested a replacement phone this time from HTC.
Dealing with htc service has been a real pain. I unlocked the bootloader, so the first response from htc staff has been "out of warranty". As I have had to remind HTC several times, it does not matter if the bootloader is unlocked in the event of a manufacturing defect. This was "escalated" by htc and after 1 month there was still no resolution. I had to remind them of uk consumer law before they eventually undertook the warranty "repair".
the glass shoulb be higher than the fascia
Nightf0x_007 said:
the glass shoulb be higher than the fascia
Click to expand...
Click to collapse
He said it was high on one side and low on the other. I don't think it should be high either, mine is flush.
Sent from my HTC One using xda premium
My glass is high on the top and low on the bottom. It is subtle enough that it doesn't bother me, and it definitely isn't as bad as some of the stories I was hearing before I bought mine.
Well, I didn't have any similar issue to you guys, but my One had a scratch on the back, along with 2 very small notches, plus a very small piece of some tape or something sticking out of the metal to the right of the bottom speaker. I highy doubt it could've come from my pocket as it was completely stuck, so maybe there was a gap. It also had static noise during calls.
Sent it back and waiting for a new one.
(Why didn't you go through your retailer btw? It's much more effective).
My previous experience was that the HTC repair service direct was better. I waited a week for my old carrier to email me a form for the repair. Previously HTC support did an excellent job. The glass problem is caused by bad manufacture so that the fascia are not true to the body of the phone. Also Please note that my HTC one had only a minor crack showing at the start. It got rapidly worse so I decided to return it. My point is that if u have an ill fitting fascia/gap/overhang then your phone could also get
worse/ let dust in so I would advise to return.
Sent from my One using XDA Premium 4 mobile app
zaphodbeeb said:
My previous experience was that the HTC repair service direct was better. I waited a week for my old carrier to email me a form for the repair. Previously HTC support did an excellent job. The glass problem is caused by bad manufacture so that the fascia are not true to the body of the phone. Also Please note that my HTC one had only a minor crack showing at the start. It got rapidly worse so I decided to return it. My point is that if u have an ill fitting fascia/gap/overhang then your phone could also get
worse/ let dust in so I would advise to return.
Sent from my One using XDA Premium 4 mobile app
Click to expand...
Click to collapse
Oh alright. Well, I don't know. Here in Norway I sent in my One X on a monday, and got it back the same week. Sent in my One on tuesday and my new One will be here tomorrow. I guess it differs.
These defects really aren't acceptable, so you should always return imo.
YorubaDey said:
Oh alright. Well, I don't know. Here in Norway I sent in my One X on a monday, and got it back the same week. Sent in my One on tuesday and my new One will be here tomorrow. I guess it differs.
These defects really aren't acceptable, so you should always return imo.
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Click to collapse
Yes it appears thing are very different here in the uk. I have been trying to resolve this with htc since 10th July!! They parked (or in htc uk speak "escalated") my issue for almost a whole month. Today they are making their mind up (hopefully) to supply a replacement phone. It seems decisions in the uk are long winded.
zaphodbeeb said:
Yes it appears thing are very different here in the uk. I have been trying to resolve this with htc since 10th July!! They parked (or in htc uk speak "escalated") my issue for almost a whole month. Today they are making their mind up (hopefully) to supply a replacement phone. It seems decisions in the uk are long winded.
Click to expand...
Click to collapse
Sad to hear that:/
redbull123 said:
He said it was high on one side and low on the other. I don't think it should be high either, mine is flush.
Sent from my HTC One using xda premium
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Click to collapse
i know what he said , in my device its all high than the fascia
My phone has a screen protector on it and at the top it sticks proud of the phone but at the bottom it's flush which means the screen is sunk in at the bottom also the edges of the aluminum stick slightly proud of the plastic but I don't care the phone looks great and it's not impeading the phone in anyway.
Sent from my HTC One using xda app-developers app
HTC Warranty Repair outstanding since 10th July
cokey77 said:
My phone has a screen protector on it and at the top it sticks proud of the phone but at the bottom it's flush which means the screen is sunk in at the bottom also the edges of the aluminum stick slightly proud of the plastic but I don't care the phone looks great and it's not impeading the phone in anyway.
Sent from my HTC One using xda app-developers app
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Thats what I thought. However, the crack around the phone got much worse so I reported to HTC July 10th. Apart from a dodgy repair from HTC which I will not accept, they have done nothing since JULY 10th with regards this. I am now thinking that my HTC experience is about done as I have lost faith in HTC service, and this awfully made phone. The S4 may be plastic, but I am confident that if it develops a problem it will be repaired/replaced efficiently without the aggravation I am getting from HTC. Really disappointed as I have been a HTC fan since the desire. The amount of my time, and HTC peoples time that has been spent on this must add up to more than the purchase price of the phone.
What I find really galling is that each time I speak to someone in HTC with regards this I have to remind them of their obligations under UK consumer law. By default they look for reasons not to fix the problem. Quite appalling.
They have thanked me for my continued patience with HTC with regards this matter. It seems HTC are on a mission to test the depths of my continued patience. Awful.
I agree with the above poster, HTC seem to go out of their way to make what should be a simple process very difficult.
I have just spoken to them because I have had two HTC Ones now, with a third on the way from the phone company after I spoke to HTC. Both the phones which got returned had chips in the glass near the metal body on the side, one had a dent, and the other had what looked like scrape marks on the white border bit.
HTC customer service told me they were not aware of any other complaints at all about the build quality (!). I then said well there are a lot of people on the internet who have posted about this. HTC responded with "everyone can post anything on the internet". I asked if presumably that meant that all the pictures posted showing issues were therefore faked, but they didn't answer on that.
To me it is very simple: the customer says they have a problem, the company says ok no problem, we will do everything we can to sort it out. Instead HTC argue, insinuate that I was making things up, and try to make it difficult.
I asked if I could send my poor quality handset to them, they can look at it then send me a new one out. I was told that they would indeed do this but if they could not repair it (which would be impressive if they can repair dents and so on) they would send me out a refurbished handset.
I said well I don't see how that works. I buy a phone which is damaged entirely due to your build process then send it back unused, then get offered what is in reality a second hand phone in exchange. Thus halving the value of my investment in one easy step, without ever actually using the damn thing.
The response: "That is the way we do things".
HTC Warranty Repair outstanding since 10th July
dominic doha said:
I agree with the above poster, HTC seem to go out of their way to make what should be a simple process very difficult.
I have just spoken to them because I have had two HTC Ones now, with a third on the way from the phone company after I spoke to HTC. Both the phones which got returned had chips in the glass near the metal body on the side, one had a dent, and the other had what looked like scrape marks on the white border bit.
HTC customer service told me they were not aware of any other complaints at all about the build quality (!). I then said well there are a lot of people on the internet who have posted about this. HTC responded with "everyone can post anything on the internet". I asked if presumably that meant that all the pictures posted showing issues were therefore faked, but they didn't answer on that.
To me it is very simple: the customer says they have a problem, the company says ok no problem, we will do everything we can to sort it out. Instead HTC argue, insinuate that I was making things up, and try to make it difficult.
I asked if I could send my poor quality handset to them, they can look at it then send me a new one out. I was told that they would indeed do this but if they could not repair it (which would be impressive if they can repair dents and so on) they would send me out a refurbished handset.
I said well I don't see how that works. I buy a phone which is damaged entirely due to your build process then send it back unused, then get offered what is in reality a second hand phone in exchange. Thus halving the value of my investment in one easy step, without ever actually using the damn thing.
The response: "That is the way we do things".
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Hi, htc have decided to close my trouble ticket today because it has been escalated to senior management. From previous experience this is bad news as last time they forgot about the issue for a month. They have point blank refused to send me a replacement device, despite the fact that they have failed to act in a reasonable time, or fix the reported defect. I have discussed this with my network operator who have stated that they will need to repair the device up to three times before they can commit to providing a replacement. This is their standard process.
Luckily for me, I used mastercard to purchase and have been advised to make claim, given the defect and the appalling service to date. This will take up to a month, and they can insist on a replacement device.
Under UK legislation, for high ticket items like mobile phones, you have a right for the item to be free from manufacturers defect for a period of up to 6 years from date of purchase. Legislation also means that I have a right to demand a replacement device if reasonable efforts have been made by me to enable the device to be fixed, which I have. I have also been advised that it is not acceptable for a supplier to continually attempt repair.
I will never purchase another HTC product for fear of poor service, and they are just such high maintenance in the event of a problem.
It's shame, because I really like the phone from the day or so I have had to actually use it!
Vodafone have said they will give me a different phone next time if the build quality on No. 3 is still below standard. The only thing is I don't want an iPhone or an S4 at all. I got the HTC One because that was the one I liked.
But yes, I will also not be purchasing an HTC product ever again because of their frankly appalling attitude towards their customers. These days it is not enough to simple build a good product, people expect (rightly so) that any follow-up issues will be dealt with promptly and correctly. HTC do not do this so I'll be voting with my feet next time!
Hi, I also think that the HTC One is a great phone, if only HTC could supply me with one that does not have a manufacturing defect. Their last attempt at repair was not satisfactory, and their customer service is appalling. Yesterday they closed down my outstanding ticket with them as "that this case has now been escalated to higher management". Today I called to find out if there was any progress with this escalation, and to get a target resolution for this escalation, was promised a call back from a manager, but have heard nothing yet. Last time they escalated my issue it took 1 month of nothing, no feedback or progress. I suspect that escalating an issue actually means kicking it into the long grass. Anyhow, perseverance is obviously the nature of the game, and just to make sure, I opened another ticket for them, so they dont forget me again. Anyone would think that they don't have a legal obligation to make sure their products are free from manufacturers defect!
Now booked in for a second attempt at repair.
zaphodbeeb said:
Hi all,
Dealing with htc service has been a real pain. I unlocked the bootloader, so the first response from htc staff has been "out of warranty". (
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Sorry for OT but did they know about the bootloader from their database records (seeing your imei or serial number)? Or they examined the phone?
I told them the bootloader was unlocked. They would have found out anyhow, and in the case of a physical defect, it matters not in law. My understanding is that consumers of "high ticket items" should expect that the product is free from defect for 6 years.
Sent from my HTC One using XDA Premium 4 mobile app
i've exatly the same problem !
http://www.forum-generationmobiles.net/t71067p15-info-aide-probleme-sav-htc-amazon#1236179 https://www.facebook.com/htcfr/posts/10200788414732459 https://www.facebook.com/htcfr/posts/10200788389051817 https://www.facebook.com/htcfr/posts/10200747955481003 https://www.facebook.com/htcfr/posts/648836941801497 https://www.google.fr/url?sa=t&rct=...=xyyIktOgXEykTYbkDGJ9_A&bvm=bv.52164340,d.ZG4 https://www.google.fr/url?sa=t&rct=...=gpxUO8lbtDTSZYh8mZ9IOg&bvm=bv.52164340,d.ZG4
lol seriously six years? I mean, we got two years in Germany, i find six a bit unreasonable...is that really UK law?