Database Users

Phone not working/warranty not honoured/Advice?

Hey all the story is this:
I had been using the JASJAR for a couple of months now and suddenly the phone (and I mean only the phone) has stopped working....What happens is that with my Vodafone SIM card I get signal but I cannot make or receive calls....When they call me they get voicemail, when I try to call the phone tries to make a call but after 30 seconds I get ' Call ended'.
I have even upgarded the device to the ROM given by imate and still the same thing happens....The green light flashes but it looks to people calling me that the phone is off.
I contacted Expansys where the phone was bought from and they advised to contact SBE which is imate's service center. I did and they kindly offered to have the phone picked up by courrier and have a look at it. They did and after a week or so they came back with a quote for 100+ pounds for replacing the phones main board! They said that warranty will not cover it because ' it is out of warranty according to the manufacturing date'.
I of course freaked out and spoke to imate on-line support and they advised me that the excuse will not stand and that all phones are covered by their date of purchase and that I should write an email to imate support explaining the situation. I did and the reply outraged me even more....
They said that the spoke to the service center and that they advised them that "it has been verified that the coaxial cable on the device is faulty and this is considered as a physical damage." The phone had NO damage when it left me and it has never suffered any....
:twisted:
Has this happened to anyone before? What should I do next? They provide lame excuses and they do not honour their warranty....Are they just trying to make more money out of me? Any advise will be appreciated and if anyone has taken a case like this to a cunsumers right association I will be glad to hear from them....I am not willing to give this up...
Thank you in advance,
Argy
PS I have all email and on-line chat on file for anyone that does not believe it....

i had a simaler problem with my a1000 which i got from 3uk
i ended up paying off my contract about the 6month mark and a few month later the phone stopped charging,
i assumed motorola would fix it being the manufacture but they said its outsourced to 3 and they handle all the repairs.
i rang 3uk and they asked me for my account number i advised them that i was no longer a coustomer as i payed off my contract but the phone was still under the 12 manufactures warantie.
they said they wouldnt even look at it as i was no longer a 3uk coustomer and that i would have to speak to motorola, motorola said exactly the oposate and that as it was a 3uk phone it was up to them to fix it.
after numerous calls and letters both from myself and consumer rights nothing was done and eventualy the 12 month past ......
i have it as a paper weight now lol
not relervant to your story but it might help somone else
good look ... dont let them screw you over

argyris said:
I contacted Expansys where the phone was bought from and they advised to contact SBE which is imate's service center.
Click to expand...
Click to collapse
If you bought the phone from Expansys then (in theory) your contract is with them, not with SBE or I-Mate or anybody else.
Expansys should honour their contract with you and provide warranty cover, not refer you to someone else.
I'm no expert in consumer contract law (so I could be wrong) but I believe this to be the case. If it was a mail-order purchase then your rights should be even stronger, I think.
Your best bet might be to contact a Citizens Advice Bureau and find out what their opinion is. I'd have thought they'd examine the small print of your contract with Expansys and then tell you whether you have a valid warranty claim against them or not.
Good luck.

if you paid originally for it on your credit card, they might be able to help aswell.

If you bought the phone from Expansys then (in theory) your contract is with them, not with SBE or I-Mate or anybody else.
Expansys should honour their contract with you and provide warranty cover, not refer you to someone else.
I'm no expert in consumer contract law (so I could be wrong) but I believe this to be the case. If it was a mail-order purchase then your rights should be even stronger, I think.
Good luck.[/quote]
I bought the phone as a SIM free phone and not with a contract so I guess this makes things even worse.....but it was a mail order.... To be honest I think we are all totally screwed when it comes to dealing with this kind of problems....they will always say that the fault is ours and we can do nothing to prove it....

argyris said:
I bought the phone as a SIM free phone and not with a contract so I guess this makes things even worse.....but it was a mail order.... To be honest I think we are all totally screwed when it comes to dealing with this kind of problems....they will always say that the fault is ours and we can do nothing to prove it....
Click to expand...
Click to collapse
I meant your contract of sale, not the monthly contract for the talkplan.
When you buy something from someone, you make a contract with them. In your case your contract was with Expansys and they have a legal obligation to support reasonable claims of items being unfit for purpose or not in working order.

I contacted Expansys, lets see what they have to say now....
Anyone know of any consuner rights group that might be able to help?
Thanx

argyris said:
Anyone know of any consuner rights group that might be able to help?
Click to expand...
Click to collapse
The UK Government has a website that might help:
http://www.consumerdirect.gov.uk/
You can call them for a chat too. Might be worth a try.
Or put "uk consumer rights" into Goooooogle and see what comes up.

One interesting paragraph on this page says:
No excuses
The law says it's up to the seller to deal with complaints about defective goods or other failures to comply with your statutory rights. Don't accept the excuse that "It's the manufacturer's fault," although you might also have additional rights against the manufacturer under a guarantee.
Think twice before you buy from a trader who displays a 'no refunds' notice. It is against the law, unless it also tells you that this does not affect your statutory rights .
Click to expand...
Click to collapse
I think Expansys have some wriggle room on the guarantee if in the small print of their terms and conditions (that you read and agreed to when you bought the Universal, right? ) it says that they're acting as agents to the manufacturer only. I think that kinda gets them out of warranty obligations and means your contract of sale would be with whoever they mention in their T&Cs. I've never bought from them though, so I've no idea how they operate.

I think Expansys have some wriggle room on the guarantee if in the small print of their terms and conditions (that you read and agreed to when you bought the Universal, right? ) it says that they're acting as agents to the manufacturer only. I think that kinda gets them out of warranty obligations and means your contract of sale would be with whoever they mention in their T&Cs. I've never bought from them though, so I've no idea how they operate.
Click to expand...
Click to collapse
You are right, I did a bit of searching in some goverment sites and it states that when they act like agents you cannot blame them for anything....you have to take it up with the manufacturer.
Some useful stuff I found out are:
http://www.dti.gov.uk/ccp/topics1/facts/distancesell.htm
http://www.euroconsumer.org.uk/
http://www.consumerdirect.gov.uk/links/index.shtml
I think everyone should take a quick read and finally know their rights....

Final Update!!
Since neither i-mate nor SBE would reply to any mails I finally paid for the repair of the phone. The guy I spoke to on the phone admited that they have a lot of Jasjars in for repairs and at most of them the warranty is not honoured....
This is a warning for all people wanting to buy one! DONT! The warranty will not be honoured in case it breaks down and i-mate is only good for advertising.....
DO NOT BUT THE JASJAR!

Would it be the same case trying to get warrenty for the O2 version?

I have had a similar problem and have had enough of O2 and need some advice. 2 months ago I plugged the charger into my XDA Exec and the charger port got pushed back into the phone. So I was a bit annoyed that this would happen but I took it to the O2 shop who said it's not a problem and as the phone hasn't even been out a year it will be under warranty and should be no more than 3 weeks being repaired.
After four weeks I got a phone call saying that it wasn't under warranty and that the cost for repair would be £350 because they had to replace some sort of chip. I know this isn't true as the phone worked perfectly it just couldn't be charged. So I said I would not pay this and I wanted it returned. After a week still no sign of the phone I called O2 to tell them the whole story and they said that it could be repaired under the warranty and it wasn't a problem, I just had to send it straight to the repair centre without going through the shop.
I sat and waited until today 2 months after the phone originally broke and it got delivered back to the O2 shop.
I think it's disgusting that this has happened and wondered what my next plan of action should be??

argyris said:
I think Expansys have some wriggle room on the guarantee if in the small print of their terms and conditions (that you read and agreed to when you bought the Universal, right? ) it says that they're acting as agents to the manufacturer only. I think that kinda gets them out of warranty obligations and means your contract of sale would be with whoever they mention in their T&Cs. I've never bought from them though, so I've no idea how they operate.
Click to expand...
Click to collapse
You are right, I did a bit of searching in some goverment sites and it states that when they act like agents you cannot blame them for anything....you have to take it up with the manufacturer.
Some useful stuff I found out are:
http://www.dti.gov.uk/ccp/topics1/facts/distancesell.htm
http://www.euroconsumer.org.uk/
http://www.consumerdirect.gov.uk/links/index.shtml
I think everyone should take a quick read and finally know their rights....
Click to expand...
Click to collapse
This doesn't work like that in all country's ! In Holland they suppliers is responsable, the is : The name in Header on the bill. They could say the're only agents, but when they give you a bill with their name on it, you bought it for tehm, thus; they are responable...
NO FINEPRINT CAN EVER OVERRULE ANY LAWS....

Hey all,
I got my phone back today and guess what???? It does not charge or gets recognised by the computer....It was returned with a QTEK ROM although it is a Imate phone....
I am now sure this imate/SBE thing is all a nice scam that rips people off....

argyris said:
Hey all,
I got my phone back today and guess what???? It does not charge or gets recognised by the computer....It was returned with a QTEK ROM although it is a Imate phone....
I am now sure this imate/SBE thing is all a nice scam that rips people off....
Click to expand...
Click to collapse
If you paid for the repair then sue them for not repairing - find their local trading standards office in the UK to complain to, complain to your VISA company etc etc.
Do you have anyone in the UK who can do this for you?
Richard

rICHARD,
I told them that I did not get what I paid for and I am expecting a repair. They came back saying that they do provide warranty for all repairs they make so they will accept it back and repair it without any more cost for me....
The only thing to do is wait and see....I will post back any news....

Why not report them for piracy to HTC / Microsoft? I am led to believe loading a rom from one manufacturer onto another's device amounts to software piracy as your software was bought from i-mate and you now have Qtek's O.S.....

Expansys
I bought mine through expansys you have to show proof of purchase, you can get this by emailing expansys or digging up your old email confirmation. The rest of your problem seem to be bs.
1.) email I-mate [email protected]
2.) If I-mate gave you an rma number you don't pay for anything
3.) once you get you phone in prepare to wait

argyris,
Have you tried to insert another SIM card in the phone?
I have this weird problem with the JJ. I have 2 SIM's with 2 different Operators. The JJ works just fine with one SIM .....
BUT, when I insert the other SIM, I can make calls normally, but I can receive only ONE call (i mean it, ONE), after that the damn thing won't receive calls anymore!
After trying to make calls for several times it does work, but again, one incoming call and that's it.
I tried that SIM in the 8800, it works just great.
Anybody has an idea on what's going on?
Thank you guys..

Poor HTC service (and marketing)

SO is clear, screen aligment issue is a TyTN harware fault, as clearly stated from TyTN OFFICIAL WIKI
They say also DO NOT BUY TyTn with serial n. between 62xxx and 63(1-5 xxx)
SO my (AND THE MAJORITY OF YOURS) TyTN is a brick now, I can't sell (none would it if they check on HTC website) I can't swap (I had screen alignment problem after one month, because I am a good user, I am not used to overheat or strongly squeeze my phone, as they ask to do in the first period), should only be REPAIRED, but the serial wil be always the same, waiting long time to have it back (repaired also means a month waiting at least)
SO instead of saying "sorry guys, thank's to chose HTC, it was our fault, this is a new one" they said : "IS YOUR FAULT, YOU HAVE TO OVERHEAT AND SQUEEZE IT DURING THE FIRST WEEK, FOLKS"
We have only a solution in my mind, to send many e-mail to
[email protected] (HTC press room)
I am owner of a TyTN phone with serial number between HTC62xxx and HTC63(1-5)xxx. I am a normal user, not used to overheat and squeeze my phone during the first two weeks of ownership and now I have the screen alignment issue. You know it is YOUR fault, please swap my phone with a new one.
Please learn from INTEL lesson and avoid thi letter and the case explained to all newspaper, analists and so on http://www.mackido.com/History/History_PentBug.html
I want it swapped with a non-fault one even after the first 2 weeks
_________________________________________________________________
Post this message everywere in the Pocket PC forum, hermes forum and we will avoid to have the most precious brik of our life!
This is the first page from HTCWIKI
( http://www.htcwiki.com/page/TyTN )
TyTN
TyTN Release Date: July 2006
(a.k.a. Hermes, Vodafone 1605, Orange SPV M3100)
IMPORTANT: 70% of HTC TyTN devices have screen alignment problem!!!
HTC WILL NOT REPLACE IT AFTER TWO WEEKS, YOU CAN ONLY GET IT REPAIRED. So push it hard and make it hot on your first week after buying it to see if the screen alginment problem appears on your device, otherwise the screen alignment problem will appear later and your device will not be replaced, only repaired as per HTC DOA.
If you are thinking of buying an HTC TyTN, make sure you get an HTC636 or higher serrial number. Avoid S/N HTC62XXX and HTC63[1-5]XXX

Please admin could the topic and the message become sticky for a while?
Having it sticky all TyTN old and new user will read and they may chose if they want:
Try to have if swapped or
accept to have it only repaired and they never could sell it at reasonable price (check TyTN HTC62xxx prices on e-bay)

Although the info is on the htcwiki page, the statement you are refering was added by user "xda-developers" who's login and password information can be found in bugmenot.com website, so it doesn't come from HTC itself but from someone upset with TyTN screen alignment problem and HTC repair / replacement policy
See the web page history:
http://www.htcwiki.com/page/TyTN/history

HTC TyTN Marketing strategy
POF, I answered also in the MoDaCo thread, I post this comment here just to inform also the XDA-DEV only users... If you are also on MoDaCo save time and jump over this message
I agree, HTCWIKI is UNOFFICIAL. :lol
I'm sorry my hairs are mostly white, may be my brain is gone... so I've been to THIS address http://www.europe.htc.com/support/support....?device=htctytn
Looks official, top 10 questions on TyTN: NOTHING about screen alignment; strange because was the MAIN question on HTC TyTN hardware on Internet.
Let me check on DISPLAY FAQ on HTC site, nothing.... but I find an OFFICIAL repair centre in NL, confirming the replacement policy, in XDA-DEVELOPERS HERMES forum... So there is an OFFICIAL position on TyTN clearly stating that screen aligment is an hardware problem!
I made a phone call, to HTC OFFICIAL centre , (this is the enquiry number I had 061500uk09284397) and the said EXACTLY WHAT UNOFFICIAL WIKI SAID (except the precentage) on xda-developers poll we have around 40%,of ALL HERMES having the screen alignment problem, and ALL means new one and people STILL not having...
The HTC centre the confirmed the 15 days replacement policy, and yes if you have the problems after the 16th day they will repair under warranty conditions. .
Is a WELL KNOWN HARDWARE BUG from HTC point of view, and they are playing the official/unofficial game
to avoid big problems to resellers (they still have to sell some of HTC62xxx with other names) slowly admitting the problem.
You were in this business when a "game" closer to this was played from Intel? They learned the marketing lesson, HTC is on the way on....
Italy is in the EU and when we pay 700€ for a phone we would like something 100% working not 70% or 30%. If you know and you sell... and don't replace you are STEALING MONEY TO CONSUMERS, this is all over in the world

sergiopi said:
......
SO my (AND THE MAJORITY OF YOURS) TyTN is a brick now..... should only be REPAIRED, but the serial wil be always the same, waiting long time to have it back (repaired also means a month waiting at least)
Click to expand...
Click to collapse
firstly: My TyTN has the alignment problem and is FAR from being a brick....the phone is still useable totally. With a repair this will be fixed...for free and under warranty...what the problem!?!?
secondly: HTC state they will get the repair done within a 5 day period so you will NOT be waiting a month for the handset to be returned
Lastly under manufacturers warranty you are entitled to get the problem recified for free if it is indeed a manufacturing problem, this does NOT entitle you to a replacement upgraded handset straight away...the manufacturer has the right to repair it to fully working condition. All this ranting and raving is totally unjust...if people TOLD HTC what the problems were instead of ranting on forums they would have a better idea of the magnitude of the problem!!!!!

I have two Hermes, one with SA problem, the other is fine.
My first hermes arrived on August 1st, the SA problem started on September 15th. I notified HTC on September 17th using the support form in htc europe website where I clearly stated when I got my device and when the SA issue started.
I got the usual "canned" reply, telling me that my unit was going to be REPLACED if it was a TyTN and I have all the accessories and original box (which I do). I was given the contact details of Teleservice Spain to have my device replaced.
I contacted them, and they only offered a repair under warranty. I replied to HTC and the answer I was given was this:
"This seems strange as the agreement was to exchange faulty devices, as per the conditions of my previous email.
Please contact them again , and send them a copy of my last email.
If they refuse to help, please ask them to phone or email us to discuss this."
Click to expand...
Click to collapse
Teleservice spain refused to contact HTC, so I contacted HTC again and finally I was given the contact details of Cirma in France to swap my unit. When I said my device arrived on August 1st they refused to replace it and they only offered a repair under warranty.
I contacted HTC again, and I am still waiting for the answer. Obviously I prefere a replacement unit than having my unit repaired, and that's what they initially offered, in the first canned email I received there was no mention to the "2 week DOA policy", that's why I am still fighting to have my device replaced.
I am not going to call them anymore, so if they don't answer by the end of this week I am going to fill an European Consumer Complaint Form to start a legal dispute against HTC.
If anyone is in the same or similar situation have a look at this website where you will find the forms in PDF format and the address of your nearest ECC-Net centre: http://ec.europa.eu/consumers/index_en.htm

In Italy is even worst:
I called HTC: after admitting the Hardware fault, they said one month of life is too much and my phone will be only REPAIRED, then they gave me me the HTC assistance number in Italy.
It is a 199 number, you pay just for call, a half minute fee, none can call them from office, because all office are sat up to avoid those calls, but you can call only during OFFICE OURS.
So I called from mobile phone, 4 Euro's just to understand that they could only gave me a second telephone number of a centre in my city were to bring the phone to be sent to the service. " A centre in Rome, please", "I have so many", "have something in my area code?" "tell me the first two numbers of your home phone" and so on, just to know the phone number of a centre were they collect and send the phones to a "generic" phone repair centre called "Teleca Telephone Service" http://www.telecatelephoneservice.it the 199 number I was calling!
I called the centre in Rome Timing? at least 15 days, courtesy phone? None, sorry
No answer about policies, they barely kows HTC!
Thank's for your complain form indication

mrvanx said:
secondly: HTC state they will get the repair done within a 5 day period so you will NOT be waiting a month for the handset to be returned
Click to expand...
Click to collapse
I wouldn't hold my breath....My first TyTN broke down (SA problem) within 24 hours. The reseller asked me to contact HTC....HTC asked me to contact Qtek....and so on. Finaly Qtek wanted to repair it. I asked how long it would take and they stated it would take 10 business days for repair without the "transport" times. There are already users who waited 4 whole weeks before they got their unit back.
OTH it's perhaps more wise to let it repair. A lot of resellers are still selling "old" devices. The chance your exchanged unit is also a faulty one is pretty big. A repaired one definitely doesn't have the problems.

Help... miniUSB socket broken

My miniUSB socket has been a little dodgy for the past week then today i pulled the charger out and the socket came out with it. This wouldn't be a problem if it wasn't for the fact i've updated the firmware to the new QTEC. Is there any way of changing the firmware over bluetooth or infrared?
I'm a bit stuck because the only way to get it fixed is either to go to t-mobile with the correct firmware on or to open it up and try and solder the miniUSB back.
I'm guessing that updating the firmware to a non-tmobile will void it? Even though this problem could never be caused by the change of firmware.
Any ideas would be really helpful (i'm pretty desperate!).
Cheers,
Nick

I would just send it in and hope they don't check/care that you have changed your ROM. BTW, I just had the same problem with the mini USB plug except mine got pushed INTO the phone. Luckily, I had the new Tmobile ROM installed (but I had done all SORTS of warranty-voiding stuff with it in the past) sorry dude.

T-mobile trying it on.
Well got the same problem my 11 month old MDA Vario's (STD T-mobile rom) socket fell into the phone when I plugged it in to recharge in mid December....
Took it into my T-mobile shop and they sent it for repair...
Now back from Christmas holiday just been in to get it and been told that its "out for quotation", phoned t-mobile direct and have been informed that their repair centre is viewing it as damage rather than warrantiable and a quotation is on its way to me....
Totally unacceptable of course, its a design or build problem, was very angry when I came off the phone to T-mobile...
And now I read that T-mobile on both sides of the atlantic are accepting this fault as warrantiable.
Would be interested in the details of anyone who has had this problem and had it repaired by t-mobile (particularly in the UK)...
Will be talking to the Consumer Direct (part of UK Gov's Office of Fair Trading) on Monday and hopefully getting them to investigate....
Any help advise or experiences more than welcomed Thanks...
Oh and sorry for semi shanghaing the thread!!

I have had this issue twice . both were warrantable exchanges . no hassle from tmobile . 1 of the csr reps even told it happened to her twice so she already knew what the situation was and set up the warranty exchange no questions asked. fyi I'm in america nyc to be exact. hopefully I never experience it again. but hey I'm still under warranty and with 3 day shipping I wasn't down more then 1 and a half business days (broke and ordered replacement on a monday night, replacement arrive by ups on wed early afternoon. well worth the $15 shipping charge)
p.s. the 1st one I exchanged I flashed a cooked rom on it and cid and sim unlocked it . I just did a hard reset and hoped they never caught it. lol that was almost a year a go never been charged for it. also the worst that will happen (atleast tmo usa) if tmo determines your damage to be out of warranty is they'll charge you a $100 out of warranty fee. likey 2 phone bills later but you get ya replacement 3-5 days later. well worth taking the "gamble" of warranty exchange

just happened to me...it pretty much fell out. tmo just exchanged it. it had been a warranty exchange phone that the usb fell out on. the one they sent me had a bad speaker, so i got yet another warranty exchange (2 in less than a week)...these are refurbs that they use for warranty exchanges, so test them out pretty well when you first get them. this one from yesterday so far is really nice. the silo is tight, the slider is very tight (both issues with the broken usb one) the sound is great...so i am in the process of making all my rom mods now.
the tmo rep had heard about the usb issue before, so apparently, it is not uncommon!

Thanks for your replies, so it looks like Tmobile US accept its warrantiable and Tmobile UK dont......
Any positive UK responses ????
Thanks again
Simon

T-Mobile not budging
Well have just given T-Mobile UK customer service one last try and got the same response...
"if their engineers say its not warrantiable, its not warrantiable", no need to give a reason why, no reason to take into account the presedence of cases where this very fault has been repaired under warranty.
I have spoken to the UK Governments Consumer Direct team and will be writting a letter to T-mobile giving them notice that I plan to pursue legal action under the Supply of Goods and Services Act 1982....
As the goods supplied were not of satisfactory quality and have not lasted a satisfactory period of time (the length of the 18 month contract would have been a good start)
Anyway any more experiences of this problem and how T-mobile responded???

SIMONG said:
Well have just given T-Mobile UK customer service one last try and got the same response...
"if their engineers say its not warrantiable, its not warrantiable", no need to give a reason why, no reason to take into account the presedence of cases where this very fault has been repaired under warranty.
I have spoken to the UK Governments Consumer Direct team and will be writting a letter to T-mobile giving them notice that I plan to pursue legal action under the Supply of Goods and Services Act 1982....
As the goods supplied were not of satisfactory quality and have not lasted a satisfactory period of time (the length of the 18 month contract would have been a good start)
Anyway any more experiences of this problem and how T-mobile responded???
Click to expand...
Click to collapse
Good move on this, please keep me updated, I'm a UK T-mobile customer also.

OK so while I wait for T-mobiles response ot my warning of legal action letter, have set up this email addie....
[email protected]
If anyones had the socket breaking problem, could the email me a few details of who they are what their network is and what happened....
pretty sure as an early adopter with the problem, that this may be the tip of the forthcoming iceberg...
obviously no information you give will be used for anything other than my discussion with t-mobile!!!!
thanks
Simon

Success!!!!!!
OK so the long and the short of it, I am now in possession of a nearly new MDA vario replacement unit from T-mobile UK.
Last Friday I had a call from their email customer services department (and then a call today from their letter customer services department more of this later but worth noting that they are different teams apparently working independantly of each other and both far more qualified to help with real problems than the 150 service... infact the email customer services rep todl me to email instead of phone in future....).
After half an hour with the lady repeating the T-mobile party line, which included the fact that having spoken to the engineers and the T-mobile legal team, she could confirm that the UK Supply of goods and services Act 1982 on covered phones for 6 months.... an interesting "fact" completely against the letter of that law and against the understanding of the office of fair trading's understanding..
And having finally moved her onto the more interesting if its damage why does T-mobile US fix it under warranty.....
We concluded with her advising me that the T-mobile engineers wouldnt touch the phone under warranty and that she would talk to my local company store and call me back in 10 minutes.
I assumed thats the last I would hear of her, but give her due respect, 30 minutes later she phoned back and told me she had talked to the shop was more aware of the total situation and.....
Would be sending me out the replacement phone over night by next day recorded delivery!!!!
She also offered me some compensation for my T-rouble (1 months contract fee refunded) which I didnt expect but willingly accepted!!!
Best of all next morning when the phone arrived it was a complete set, so spare battery charger, case, backplate (with rubber still in shock horror!!!) and a couple of styluses!!!!!
So my faith is once more restored int T-mobile, hopefully this was a jink in the generally excellent service I have had from them... (here's hoping!!!)
Anyway today the registered letter must have landed as I had a call from their letter based customer service department (an even more helpful person still!!)... checking to make sure I was happy.. thought it might be a crossed wire but no she knew about the replacement phone!!
This lady listened to my full story again, including mentioning my "new" email address as above and the posts on this site... she advised that she will be looking into the issue further and seemed very interested in the number of responses I had had from my previous post......
Supposedly I will be getting her email address (not got it yet!!) so that I can send her contact details of those UK t-mobile customers with the problem that have contacted me (obviously will be asking your permissions first!!!)...
So not promising anything (cos I cant) but if you are a UK T-mobile customer with this problem let me know on the email address above, guess it cant hurt!!!
Simon
p.s. thanks for all the help and support and stories of success!!!!

Congratulations!
As my phone had taken a bath at one stage and I'd opened it to clean it up, I guessed that I would have no luck with a warranty claim for my broken USB socket. I just got it back this morning from being repaired by a bloke at the market - £35 for a new socket to be soldered on. It charges and ActiveSync worked initially but then disconnected after a few minutes - so I need to decide whether to do without it again for a few days while they have another go, or just use USB to charge, and sync over GPRS.

ok got the email address and apologies to eileen but she sent it before my last post, must have got caught up in gmail somewhere....
will compile any stuff received over the next week or so and send it to her.
cheers simon

hmmm
simon i have been reading the post's and im also in the position you was in. i am at this moment in time having issues with t-mobile on fixing my mda (usb port) i have just got off the phone to HTC europe who make the phones and they are not prepared ton fix the phone if t-mobile dont ppick up the tab HMMMM! im at a loose end here banging my head at a brick wall. can anyone help.
many thanx
mikey

OK OK so I guess I spoke to soon......
6 months on and guess what.........
Unplugged the usb cable from my vario last night and "pop" the socket moved forward with the cable.
Not having the patience to go through all the loops.. I pulled up the last contact details I had from my previous problems and called the internal number given...
This gave me an 0845 number for the customer complaints team as apposed to customer service).
Gave that a call and was picked up by a T-mobile staff member called Carmen... who's surname appears to be "....no my name is just Carmen...." and amongst being told that not having a current case I shouldnt be using the number, I went back through the normal high quality T-mobile hoop.
This being the one that starts at Disdain and cynicism and endeds up at dismissal and a shouting Customer Service Rep (Do they really not train their staff at T-Mobile...). Actually the conversation ended with her tell me she couldnt deal with me anymore and that I had to phone 015!!!!
Anyway long and the short of it.....
My contract is up in three week so the implication was that I was just after a free upgrade... Explained that no I wanted a working phone so that I could continue my contract until the Kaiser came out and then negotiate a new contract with them.
Told that I could have an early upgrade but definitely not a repair or replacement, now at this point just to be clear they have offered me a Vario II at £240..... Obviously not an option.
Also gave me the T-mobile party line that they only supply the Network service not the phone as its a freebie.... As explained before this means it is not covered under the Sale of Goods act.... But unfortunately for T-mo it is definitely irrefutably covered under the Supply of Goods and Services Act 1982.
So here we are valued premium customer or so they tell me, to close to the end of their contract to have their phone repaired or replaced, but only able to "upgrade" at £250 or a significant downgrade.
Consumer rights be damned..
Anyway another letter in to them, threatening small claims court... got a feeling that this time I may just have to get my suit out and dusted down.
Will keep you all updated......
p.s. [email protected] is active again..... if any of you want to add to my little list of affected customers!!!!

i have the same problem. but i am using cingular since the mda came out way b4 the 8125. anyhow how can i get tmobile to fix it?? can i?? my brother have tmobile.

UK HTC Repair-Reported 10/06-Now Resolved. Thanks for all the fish

Hi All,
for anyone thinking of purchasing one of these device I think you may wish to consider the following. I have been waiting for HTC repair to fix a manufacturers defect since 10th July. They now appear to have lost my phone. As follows:
- 10th July - reported a crack around the device. HTC advised that they would need to escalate the issue on ow to handle the case.
- 7th August - (1 month after reporting the problem) HTC made arrangement to pick up the device for repair.
- 16th August - received my HTC One. The cracks were still present + the glass was not fitted correctly.
- 20th August - send off for second repair
Today it becomes apparent that HTC have lost my device. They say it was repaired, and sent to UPS, who do not acknowledge receipt of it.
Unfortunately HTC are now going to investigate. I have requested a replacement handset many times from them, but they insist they get three attempts at the repair. Given previous experience this is likely to take weeks. Again I requested a replacement device today, but no. They insist the suffering must continue until HTC, putting itself first at the expense of its customers, has executed it processes and procedures.
I have been a HTC fan since the htc desire. I am very sad to say that I would not recommend the HTC One, because they are poorly manufactured, as per my thread http://forum.xda-developers.com/showthread.php?t=2408050
In addition to this, I will never buy a HTC device again because of the appalling service. Even if my HTC One turns up tomorrow, and it is perfect, I will be returning it to ee. This is purely because I have learnt that you cannot rely on HTC to repair their device in a reasonable way.
I can only hope that some one from HTC reads this, and decides to investigate, because they dont like the poor publicity. I doubt it though. My experience is that they are expert in saying sorry for poor service, but its only talk.
One last point, which I think others may benefit from. The effort that I have had to go through with HTC to get as far as I have is huge. A truly high maintenance experience.
Buy a HTC device at your peril!!!
UPDATE
This matter is now closed (well almost) with HTC as far as I am concerned. I had to shout very loud to get noticed, and it took much time, effort and persistence. As you can read in the remainder of this thread, my HTC experience, this time, was far from good.
However, when I was heard, they listened very carefully, and are acting. HTC have convinced me that they genuinely do care about every single customer experience, and they do read threads such as this, and are prepared to act. They are prepared to change anything and everything to improve.
I have worked with global telecoms businesses for most of my working life (30+ years) all over the world, and I can honestly say that I have never experienced such genuine commitment to improve and resolve issues.
I don't suppose that everything will be transformed overnight, but I know that they have real commitment and desire to excel. Its obvious, they have to. Look at their competitors.
I have but one remaining item of business with regards this experience, and its not with HTC, but my network. I had to do the legwork that they should have done on my behalf. Hopefully I wont have to author another thread etc to resolve this matter.
Now I love HTC again.
HTC - Heres to change, Im sure you will be champions of it. Samsung watch out. You may be huge but YOU are up against a formidable competitor.

zaphodbeeb said:
Even if my HTC One turns up tomorrow, and it is perfect, I will be returning it to ee.
Click to expand...
Click to collapse
That's what you should have done in the first place; let EE deal with the hassle.

BenPope said:
That's what you should have done in the first place; let EE deal with the hassle.
Click to expand...
Click to collapse
Hi Yes you are correct, however I was advised by ee in store to return it to HTC as they would be doing that, rather than repair it themselves because it was due to physical manufacture defect.

zaphodbeeb said:
Hi Yes you are correct, however I was advised by ee in store to return it to HTC as they would be doing that, rather than repair it themselves because it was due to physical manufacture defect.
Click to expand...
Click to collapse
And therein lies the problem. You should've insisted that EE handled the repair because they were the original retailer, and therefore it is their statutory duty to make good on the repair and/or replace. I would still go back to EE and claim that since it has been nearly two months since you reported the initial fault, and that you have now been without a phone for 3 weeks, they should replace your device because it is unable to be repaired in a satisfactory time scale and that this is a breach of your statutory rights. Don't take no for an answer, and throw section 48B of the Sale of Goods Act 1979 in their faces.
http://www.legislation.gov.uk/ukpga/1979/54/section/48B
Regards,
Dave

foxmeister said:
And therein lies the problem. You should've insisted that EE handled the repair because they were the original retailer, and therefore it is their statutory duty to make good on the repair and/or replace. I would still go back to EE and claim that since it has been nearly two months since you reported the initial fault, and that you have now been without a phone for 3 weeks, they should replace your device because it is unable to be repaired in a satisfactory time scale and that this is a breach of your statutory rights. Don't take no for an answer, and throw section 48B of the Sale of Goods Act 1979 in their faces.
http://www.legislation.gov.uk/ukpga/1979/54/section/48B
Regards,
Dave
Click to expand...
Click to collapse
thank you. Very useful.

HTC have now re located my device, after a call from ee to them. I will now receive a perfectly repaired device back from htc next Tuesday (hopefully) else I'll be going around the houses yet again. If all is OK on Tuesday it will be 69 calendar days since I first reported the problem to HTC. Customer service excellence eh...

I would say that basically every phone company's warranty service is pretty garbage.
Sometimes you get lucky, and sometimes it just sucks.
Sent from my HTC One using Tapatalk 4

3rd HTC repair attempt, but they want me to pay
Hi,
Had some new info from htc today. They lost my phone last week and have now decided that they want to charge me for another repair?!? This is without me even having the phone returned to me after the last repair attempt (2nd repair attempt, again under under warranty).
I can only assume that they caused yet more damage with their 2nd repair attempt, and they want me to pay for it.
I spoke to EE this morning who have raised this as an issue with OFCOM now. The last commitment from HTC (to both me and EE) was that they would return the repaired phone to me for 3/9/13. This was on Friday. I also tweeted HTC over the weekend and they committed to escalating the case (again).
I also want to say thanks to EE for their help in this matter, escalating it to OFCOM themselves.

Nearly
zaphodbeeb said:
Hi,
Had some new info from htc today. They lost my phone last week and have now decided that they want to charge me for another repair?!? This is without me even having the phone returned to me after the last repair attempt (2nd repair attempt, again under under warranty).
I can only assume that they caused yet more damage with their 2nd repair attempt, and they want me to pay for it.
I spoke to EE this morning who have raised this as an issue with OFCOM now. The last commitment from HTC (to both me and EE) was that they would return the repaired phone to me for 3/9/13. This was on Friday. I also tweeted HTC over the weekend and they committed to escalating the case (again).
I also want to say thanks to EE for their help in this matter, escalating it to OFCOM themselves.
Click to expand...
Click to collapse
A minor update. HTC tweeted me again after another day on the phone with ee, htc uk, and htc tweeters, As follows:
- HTC uk have now decided (with ee's help again) not to charge me and have advised that my repair is complete and MAY be with me today, despite using UPS standard. UPS have not received the device yet so I will not be receiving the device today as promised under this courier arrangement. I am now exactly where I was 1 week ago with HTC.
I was tweeted again by htc to ask what my ticket number is, so I provided this (as I did on Saturday when they requested it). I tweeted them to 121 courier it to me today.
HTC UK customer service have agreed to email me in the morning to update me on the UPS standard delivery and have refused to courier it to me by any other method because no managers are available to arrange this. Maybe , just maybe, today will be the day my HTC One is returned without defect. I also tweeted that I want a written letter of apology, compensation and a fault free htc one today.
EE have been absolutely brilliant today and have really given me excellent support. thank you Gareth and team for your support.

HTC customer service sucks donkey balls
Sent from my HTC One using xda app-developers app

Don't tell me.... said manufacturing defect is the much lauded gap in the "gapless" technology phone?
Seriously if the phone was less than 28 days old, I would of returned it to EE for a replacement on the spot, although I wouldn't of bothered as every phone in the world has issues, as they aren't Rolls Royce or Rolex's.

I didnt bother for a month after receiving but the crack got worse. The real problem is not the crack. The crack is caused by the front of the device not being squarely attached to the rear, which causes an over/underhang at the top/bottom. I recommend you check yours and return if you can feel this with your fingernail, else yours may crack also. Also check to see if the glass is fitted evenly (see pics). I think this is also caused by the poor front/back fitting as it stops the glass from fitting correctly. If you have your phone on contract I agree (with hindsight) that you should return to your network provider for repair. Going to HTC (UK) has been a disaster. My network (EE) have been brilliant "motivating" HTC to repair the device. Any how the phone is now repaired and, supposedly, on its way to me. I have but one remaining item of business with HTC (UK) which is delivery. They promised to get it to me today, but are using ups standard which wont deliver that result. Yesterday I asked them to escalate this issue and make arrangement for a person to person delivery today. Still waiting for feedback from my escalation, but yesterday they advised that no-one in HTC (UK) has the authority to do this!! I think this actually means they cant be bothered, even after taking 70 days to fix a problem. Hopeless.
I tweeted HTC yesterday and they are looking into my case. They also said they would do this on Saturday however with no apparent results or updates from them. More lip service I think. Still I'll do the silly HTC repair dance for as long as it takes, and cause as much pain and shame as is necessary to do it.

Sorry, but I had the same issue on my One. It didn't get worse or bother me at all. You could of just lived with it and not got so OCD and about.
Sent from my HTC_PN071 using XDA Premium 4 mobile app

Sean88 said:
Sorry, but I had the same issue on my One. It didn't get worse or bother me at all. You could of just lived with it and not got so OCD and about.
Sent from my HTC_PN071 using XDA Premium 4 mobile app
Click to expand...
Click to collapse
Look at the pics. If u think thats acceptable then fine, but I am not you. The device was in the process of falling to bits. In my case it did get worse as you can see. You may think that Im OCD, but the law states that the device should be free from defect, and I am thankful of it. Thank you for the valuable contribution to this thread.

biffsmash said:
Don't tell me.... said manufacturing defect is the much lauded gap in the "gapless" technology phone?
Seriously if the phone was less than 28 days old, I would of returned it to EE for a replacement on the spot, although I wouldn't of bothered as every phone in the world has issues, as they aren't Rolls Royce or Rolex's.
Click to expand...
Click to collapse
The gapless tech does not cover the speaker area. This has been said many times, even HTC has said it in one of their blogs.
Sent from my HTC One using Tapatalk 4

Oh dear, oh dear
Hi,
got the phone back today, and the gap is back but is now full of a glue. This was actually fixed after the first repair but its back. There is also additional damage in the form of a chunk out of the corner, and an additional gap at the side of the device. The glass problem is yet to be fixed as is the over/underhang, and theres lots of excess glue around the device.
Lucky I got before and after photos at repair cycle. Repair not accepted. No more HTC repairs for me I think.
I made much noise on twitter, and now have a publicly made personal commitment from a HTC senior exec to help with the matter (Twitter is marvelous in these circumstances). I await his response. I am somewhat relieved at this as it does show, at least at the top, that they do care.
So there's good, and there's bad in this update, so unfortunately its still a thumbs down from me. as my problem is still not resolved 71 days after I first reported it.
I offered my professional services to help transform HTC but have not heard anything back yet.
The helpful EE guy I was talking to has disappeared off the face of the planet also until Saturday apparently also. BBC;s watchdog have had a sniff so this could be the start of my TV career, if HTC dont want to hire me.
I also updated HTC and advised that I will only discuss this with the senior exec who offered his services from this point on.
P.S Apologies for the poor pics. I had to use my old phones camera.

Whereas this story is very poor I have to say HTC's UK repairs center were great when it came to me sending in my old Desire and Sensation for repair. 3 day turnaround and both sorted without bother. It does seem like this is a bad experience, though, and one that would just make me claim on my insurance to get a new handset as opposed to getting one repaired

EddyOS said:
Whereas this story is very poor I have to say HTC's UK repairs center were great when it came to me sending in my old Desire and Sensation for repair. 3 day turnaround and both sorted without bother. It does seem like this is a bad experience, though, and one that would just make me claim on my insurance to get a new handset as opposed to getting one repaired
Click to expand...
Click to collapse
My device is under warranty. This is the result of three warranty repairs, lots of escalation, costs (time spent, days off waiting for the device to be returned) and grief. How would I make a claim on insurance, its in warranty. Believe me,if I thought my insurance company would fix my ongoing problem I would have claimed. I HAVE authored a thread previously stating what an excellent level of service I received from HTC UK repair, when I had a problem with my HTC desire.
I will give credit where credit is due, and complain when it is due. I want to write nice things about HTC, but in this case I cannot unfortunately.

zaphodbeeb said:
My device is under warranty. This is the result of three warranty repairs, lots of escalation, costs (time spent, days off waiting for the device to be returned) and grief. How would I make a claim on insurance, its in warranty. Believe me,if I thought my insurance company would fix my ongoing problem I would have claimed. I HAVE authored a thread previously stating what an excellent level of service I received from HTC UK repair, when I had a problem with my HTC desire.
I will give credit where credit is due, and complain when it is due. I want to write nice things about HTC, but in this case I cannot unfortunately.
Click to expand...
Click to collapse
Oh, I know what you're saying. I'm just saying if I'd had this much agro I would've just got the phone back unrepaired and claim on my insurance and just a brand new handset...sucks that this has happened to you

EddyOS said:
Oh, I know what you're saying. I'm just saying if I'd had this much agro I would've just got the phone back unrepaired and claim on my insurance and just a brand new handset...sucks that this has happened to you
Click to expand...
Click to collapse
But would your experience figure in your next purchase? HTC have made contact and I am confident they are taking this matter seriously. Hopefully be seeing improvements and lots of positive reviews like this one
http://forum.xda-developers.com/showthread.php?t=2432718
soon. I wont give this a thumbs up just yet, but I am more confident so fingers crossed :fingers-crossed:

Abysmal htc service

I would like to recount my experience with HTC support.
This is HTC in Italy.
I have an Italian M7. It had the purple camera tint issue. I called HTC, they said it would take 15 days from the day I send it to them, to the day I get it back.
Today is day number 10.
Yesterday I called HTC to check up on device, was told by lady on the phone it was "AT THE END OF REPAIR PHASE" and would be shipped back to me within days.
Today I wake up to an email from HTC billing me for close to 200 euros, saying my phone is out of warranty and the screen needs to be replaced.
I call HTC, they have no idea what this email is, but they tell me my phone hasn't even started being repaired yet and that it will take 3-5 days for them to "INVESTIGATE" this 200 euro billing . This means that not only HTC lied to me the day before, but that they have no clue what they are doing.
I asked to speak with a manager, was told to wait 3 working days.
I was LIED to by HTC representatives when they said my phone was at the end of repairs yesterday AND my phone DID NOT have a broken screen. My phone only had the purple camera tint issue, I am going to spending close to 3 weeks without a phone probably. Thanks to excellent HTC customer service.
Pathetic, and disgusting, deceitful service. I strongly urge anyone considering buying an HTC device particularly in Italy to reconsider
The manager responsible is xxxxxxxxxxxxxxx, I have emailed HTC global with a formal complaint, I have posted on their facebook pages both global and Italy and I considering calling the consumer protection association to file formal charges against HTC.
Update: HTC Italia on facebook has been deleting my posts in which I recount this same experience in Italian because it makes them look bad
UPDATE: HTC is claiming the screen is broken, thus voiding the warranty. I am speaking to the manager right now, he said he emailed me pictures of the broken screen. I did not receive anything. I told him the screen was not broken when I gave it to the courier. He said "its not our problem"
HTC handled the courier, HTC called me and told me when the courier is coming to take my phone. I did not contact the courier at any point. How is it not their problem ? I am now being told I must either pay 200 Euros to have my device fixed, (its in warranty PURPLE CAMERA ISSUE) or pay 35 to have it shipped back to me UNFIXED

Update: HTC manager in Italy told me I have to PROVE the phone was not broken when I sent it by contacting the courier.
I'd like to make it clear: HTC contacted the courier for me, this is my first time calling them or interacting with them in any way.
I called TNT, TNT said it's HTC's responsibility. I called the HTC Italy manager back, he said he will see what he can do.
In the meantime HTC US replied to me, told me that HTC Italy has to provide proof that they are following protocol, and that I should call the Consumer Protection Agency. They also said that 'HTC Italia' deleting my posts on their facebook is totally illegal.
Awesome. So basically my best case scenario is I get my phone back after suing HTC

Don't stop pressuring them. I think sooner or later they'll crack and probably fix your One or send you a replacemente.

Cuyi02 said:
Don't stop pressuring them. I think sooner or later they'll crack and probably fix your One or send you a replacemente.
Click to expand...
Click to collapse
Sooner or later I have to leave the country with no phone .... I'm leaving on october 1st

I was forwarded to a regional manager for Italy and Malta, it was implied that I ran my device over with a car and want it fixed for free.
I am totally and utterly disgusted with HTC service, I can't believe this. I'm going to be sending a fax to HTC Italy, Global and the Italian Consumer Protection Agency and Consumer magazines tomorrow detailing the issue. I will be seeking legal action against HTC Italy.
All this for a PURPLE TINT ISSUE

Needless to say, don't buy HTC products if you're in Italy

Thread closed. I've no idea where this is going - it's certainly not as if you're obviously asking for help or guidance.
I've edited out some of the less polite wording too, as well as someone's full name.
Please don't use XDA as a means of complaining about specific instances beyond anyone here's direct control, unless you're asking for very specific advice.
Thanks - and good luck with your phone problem.