Related
HI guys as i reported a few days back my hd died on me so i sent it to them to fix, well theyve got back to me 2day saying that:
"Our initial assessment of your device indicates that the repair work required is caused by damage that isn’t covered by warranty. Unfortunately, this means we must charge you for the repair."
they want me to pay 151 sterling for it, what you think shall i pay it? or shall i just buy the dam iphone! its really pissed me off is there any ways around it? is there a way to buy the the motherboard from some where else?
Why isn't the motherboard covered by the warranty? You didn't break the seal did you?
Fallen Spartan said:
If you can't even get phone to start, chances are its a motherboard problem and likelihood is that HTC will just replace motherboard without even looking at whats installed on device. Others have had same problem and they had no problems. However I CANNOT stand by this 100%. It will be a risk!!
Click to expand...
Click to collapse
Hmmm.... I think you battery was dead. If battery is completely dead HD won't power up from charger per se. And they have seen the illegal criminal stuff on your HD. The price they quote seems more like for battery than motherboard.
crajee said:
Hmmm.... I think you battery was dead. If battery is completely dead HD won't power up from charger per se. And they have seen the illegal criminal stuff on your HD. The price they quote seems more like for battery than motherboard.
Click to expand...
Click to collapse
But a custom ROM can't damage the motherboard... And since he is specifically talking about a problem "caused by damage that isn’t covered by warranty" and not "we have to charge you because your warrenty is void" I'm not too sure this is the problem...
I would ask them to specify what supposedly damaged the motherboard that isn't covered by warrenty!
I'm having the same issue with my Diamond. The screen broke (touches are all over the place) and they say the following:
Illegal software has been found on your device (HardSPL), this has damaged the motherboard. It will have to be replaced and you will have to pay for it as this has voided your warranty.
There are several issues with this. First, HardSPL does not damage the motherboard. Second, software does not break screens. Third, nowhere in their warranty it states anything about something like this voiding it. Fourth, for many countries in the EU they would have to fix it due to EU warranty regulations irregardless if this voided the warranty or not.
Anyways, my lawyer is on it.
thanks guys im thinking of getting it deliveryed without getting it "fixed" will only cost me 11 quid, and buy a new battery, is there anywhere you guys would recooment getting a new battery from? im assuming that they have managed to turn on the hd, which i couldnt do and panicked and sent it to them within a day, if i can turn it on ill down grade everything and then take it to tmobile as im covered with issurance
Chainfire said:
I'm having the same issue with my Diamond. The screen broke (touches are all over the place) and they say the following:
Illegal software has been found on your device (HardSPL), this has damaged the motherboard. It will have to be replaced and you will have to pay for it as this has voided your warranty.
There are several issues with this. First, HardSPL does not damage the motherboard. Second, software does not break screens. Third, nowhere in their warranty it states anything about something like this voiding it. Fourth, for many countries in the EU they would have to fix it due to EU warranty regulations irregardless if this voided the warranty or not.
Anyways, my lawyer is on it.
Click to expand...
Click to collapse
thanks i mite state this to them they didnt even specifically say how i managed to mess up my MB
i cant even get through to them now seems that all there support numbers are down
You'll find that all companies including HTC will try all methods of getting out of warranty and the fact that you have HSPL on your device (whether or not it was related to malfunction) will be enough for them to void your warranty.
Others have sent devices in and had no problem as device wasn't checked. You have been unlucky.
My device broke at the weekend and seeing as I have 2 HD's I decided it was worth the risk taking it apart. I managed to refix the motherboard due to a faulty loose connection. Took a while to figure it out.
HOWEVER I WOULDN'T ADVISE ANYONE TO DO THIS!!! THIS SHOULD BE DONE ONLY AS A LAST RESORT, AND ONLY IF YOU KNOW WHAT YOU ARE DOING!! ONCE YOU HAVE OPENED DEVICE YOU WILL COMPLETELY VOID WARRANTY!!!!
i managed to get through and spoke to some1 he said that the usb had something to do with the motherboard failing, im gona try getting it sorted through insurance, they are going to send me a more detailed reason for them charging me for repair, ill post it as soon as i get it
just sent them a letter:
I am writing to inform you of my disappointment with the HTC. Last week I sent my phone my phone in for repair as it kept on switching off (09GBD230000153). After a few days I was sent an email telling me that HTC knew what was wrong with the phone but would charge me for repair as the “work required is caused by damage that isn’t covered by warranty”. I was told the main board needed replacing. This confused me somewhat as I had not ever dropped the phone and the phone never had liquid damage. I called the center saying that this was all a bit confusing; they assured me and told me that they will find a more detailed description of the fault. I received a call today from a HTC operator explaining that the warranty was void as a new rom had been “flashed”. I argued that there was no way this could affect the hardware. He was very sympathetic but kept his stance. I have now decided to have the phone returned without repair but am bitterly disappointed about the way HTC conduct their policies on warranty. If HTC sent me a message when I first sent the phone into repair saying that the warrenty was void due to an “illegal” rom I would have understood. But to claim that the “work required is caused by damage that isn’t covered by warranty” is farcical. It seems HTC will do anything to avoid repairing the phone at their own expense. HTC need to understand why people flash “illegal” roms in the 1st place. It is not because of HTCs interface but primarily because of the poor windows software the stock rom holds. I am contemplating approaching BBC's Watch dog as I believe people need to know more about the company as it is slowly growing in the UK and Europe. I am also aware of people in the US in the same predicament and Dog Eat Dog productions (a Michael Moore company) has taken a special interest for a future documentary.
Regards
scar88 said:
just sent them a letter:
I am writing to inform you of my disappointment with the HTC. Last week I sent my phone my phone in for repair as it kept on switching off (09GBD230000153). After a few days I was sent an email telling me that HTC knew what was wrong with the phone but would charge me for repair as the “work required is caused by damage that isn’t covered by warranty”. I was told the main board needed replacing. This confused me somewhat as I had not ever dropped the phone and the phone never had liquid damage. I called the center saying that this was all a bit confusing; they assured me and told me that they will find a more detailed description of the fault. I received a call today from a HTC operator explaining that the warranty was void as a new rom had been “flashed”. I argued that there was no way this could affect the hardware. He was very sympathetic but kept his stance. I have now decided to have the phone returned without repair but am bitterly disappointed about the way HTC conduct their policies on warranty. If HTC sent me a message when I first sent the phone into repair saying that the warrenty was void due to an “illegal” rom I would have understood. But to claim that the “work required is caused by damage that isn’t covered by warranty” is farcical. It seems HTC will do anything to avoid repairing the phone at their own expense. HTC need to understand why people flash “illegal” roms in the 1st place. It is not because of HTCs interface but primarily because of the poor windows software the stock rom holds. I am contemplating approaching BBC's Watch dog as I believe people need to know more about the company as it is slowly growing in the UK and Europe. I am also aware of people in the US in the same predicament and Dog Eat Dog productions (a Michael Moore company) has taken a special interest for a future documentary.
Regards
Click to expand...
Click to collapse
Please let us know HTCs answer - I'm really curious to know what they have to say to your letter!
will do
scar88 said:
just sent them a letter:
I am writing to inform you of my disappointment with the HTC. Last week I sent my phone my phone in for repair as it kept on switching off (09GBD230000153). After a few days I was sent an email telling me that HTC knew what was wrong with the phone but would charge me for repair as the “work required is caused by damage that isn’t covered by warranty”. I was told the main board needed replacing. This confused me somewhat as I had not ever dropped the phone and the phone never had liquid damage. I called the center saying that this was all a bit confusing; they assured me and told me that they will find a more detailed description of the fault. I received a call today from a HTC operator explaining that the warranty was void as a new rom had been “flashed”. I argued that there was no way this could affect the hardware. He was very sympathetic but kept his stance. I have now decided to have the phone returned without repair but am bitterly disappointed about the way HTC conduct their policies on warranty. If HTC sent me a message when I first sent the phone into repair saying that the warrenty was void due to an “illegal” rom I would have understood. But to claim that the “work required is caused by damage that isn’t covered by warranty” is farcical. It seems HTC will do anything to avoid repairing the phone at their own expense. HTC need to understand why people flash “illegal” roms in the 1st place. It is not because of HTCs interface but primarily because of the poor windows software the stock rom holds. I am contemplating approaching BBC's Watch dog as I believe people need to know more about the company as it is slowly growing in the UK and Europe. I am also aware of people in the US in the same predicament and Dog Eat Dog productions (a Michael Moore company) has taken a special interest for a future documentary.
Regards
Click to expand...
Click to collapse
Interesting approach, would have maybe mentioned the contents on this as well.
Would be interested to hear their response!!
I have sent similar letters in the past - never receiving a response though.
Im thinking of sending my HD in as it will no longer charge from power supply only USB any ideas why that could be,, i have hardspl on it now if i take that off and reflash to a stock rom will that unvoid my warrenty?
Fallen Spartan said:
Interesting approach, would have maybe mentioned the contents on this as well.
Would be interested to hear their response!!
Click to expand...
Click to collapse
didnt think of that dam!
Chainfire said:
I have sent similar letters in the past - never receiving a response though.
Click to expand...
Click to collapse
realy? what did you write? if we make enough of a racket they have to respond 1 day
meandu229 said:
Im thinking of sending my HD in as it will no longer charge from power supply only USB any ideas why that could be,, i have hardspl on it now if i take that off and reflash to a stock rom will that unvoid my warrenty?
Click to expand...
Click to collapse
if you send it to them make sure you reflash the stock rom, i would have but the phone wouldnt turn on now there screwing me, so along as your phone works, reflash the stock rom and then send it
scar88 said:
realy? what did you write? if we make enough of a racket they have to respond 1 day
Click to expand...
Click to collapse
Who says they have to? They make enough money out of us already doing what they do. Why do they need to change? I'd be surprised if you get a response (though if you do, post it). I'd imagine they will just stick to what they previousy told you and state warranty is void due to illegal rom installed
Hi,
Three weeks ago Blackstone developed fault with earpiece - from time to time (rather often) couldn't hear anything while calling/answering.
Phoned HTC UK for repair and they collected it two days after.
Before sending it i rolled back to stock ROM and radio but forgot about stock HSPL...and that's where problem begins.
After couple days received first email from HTC saying that motherboard was damaged by ILLEGAL SOFTWARE and warranty does not cover it so i need to either pay GBP160 for repair or Blackstone will be sent back to me for GBP20 if I do not agree.
As an IT Technician I told them that's ridiculous that software smashed motherboard and asked for the proof of that unfortunate ILLEGAL SOFTWARE causing it.
So after another week I got email with picture of Illegal firmware upgrade.....SPL-1.56.Olinex.... in bootloader screen.
Is there any chance to do anything else but paying GBP160 for repair?
Lets say I will ask for return of the phone damaged as it is and try to send it again after a month or so of course this time properly prepared for warranty. You think any luck with that ?
Help will be really appreciated on this.
Cheers,
Martin.
Sorry Martin, but I'm guessing that they will have already marked your warranty as having being voided.
Would tend to agree with Budadank, but you should pay the GBP20 and and get your phone back then try restoring SPL & stock rom. Then send device back under warranty.
personally i would get in contact with trading standards on 2 points:
1; this is not ILLEGAL software, it was given to you by the developer. there is nothing in UK or EU law that says putting any software on a computing device can be used to justify refusal to repair hardware. as you rightly say, no software could cause the ear piece speaker to blow (or as is more likely, to have a dodgy bit of wiring
2; they are stating that the software caused the problem, this is misrepresentation under UK and EU consumer law, they are acting illegally
on another point, the warranty doesnt come into it, you have consumer rights under UK and EU law, personally i would go with the EU law (you cant swap back and forth, you choose which legal rights you are going with and have to stick with it) EU consumer rights laws give a much greater level of protection and the emphasis is fully on the supplier to PROVE (as in beyond reasonable doubt (or near enough, not quite the criminal burden of proof but near as damn it)) that the damage was not either there are the point of delivery or is not due to misuse. again they would be hard pressed to prove that the installation of any SOFTware could damge a non processing part of a computers hardware (overclocking could obviously damage cpu and ram)
FORGET ALL THE ABOVE!!!!! well dont, but this is actually even more pertainent.
i have just read the whole of the warranty card document that came with my HTC TouchHD...... despite numerous exclusions listed, there are absolutely none that even mention an exclusion from warranty repair of hardware due to software installations of any kind
so what i would do is this:
pay the £20 and get your device back. restock stock SPL and ROM..... ensure that it wasnt infact the custom ROM causing sound loss (ie prove to yourself it is hardware)
then send it back completely as stock setup and claim under warranty. if they then say the same... ask them to give you in writing the explicit exclusion under the EU limited warranty that mentions an exclusion of damage by software to hardware... they wont be able to do so
if by some miracle they can.... then go do your statutory rights route
remember HTC is an asian company and may not be fully up to speed with the consumer protection that exists in europe (a bit like apple and the exploding IPODS)
good luck and dont give up the good fight, they are just trying to blag you
a lesson for the rest of us though... please return your unit to stock spl and ROM before a warranty claim so they have no excuse to try and pull the woll over our eyes like they have to Martin
Jonajuna...........that was great! if i was in the trenchies i would want you there! what an informative and detailed reply!
mtodak said:
Lets say I will ask for return of the phone damaged as it is and try to send it again after a month or so of course this time properly prepared for warranty. You think any luck with that ?
QUOTE]
Did you try, return the phone and flash again and send it in again for warranty? I have the same problem, I releaded the Stock Rom and forgot the SPL. Now they want me to pay for the repair...
Regards Onedutch
Click to expand...
Click to collapse
I sent my nexus one of for repair as backplate was not flush and it came back not fixed, i rooted phone deciding that i wasnt going to send it back again and because i thought shouldn't matter (as i was told on here) then i decided to send it off again, the guy did not ask me if had changed software on phone either time, but then i got a message saying it been refused repair and i would have to pay for return or new mainboard. I called them to say that it should have been repaired the first time while my phone was under warranty and so it is linked to that case anyway since it should of been repaired then it doesn't matter about its warranty state now its their fault for not repairing it.. they wouldn't have that, i pointed out its not even a warranty matter since it was recieved with fault so its a faulty item so should be replaced or repaired warranty or not.. still wont repair it, i point out that its rediculous they even check the rom of phones that be sent to them with hardware problems because obviously the software does not effect the phone and change the hardware and they know that they sent the item out with the fault so should just fix it they shouldn't even check if warranty is voided by software because that is put in place so they dont fix software faults caused by people themselves so its really bad that they use it to get out of fixing hardware issues.. still no hope so i have to pay for phone be sent back to me and then i will be seeking legal advice
That does suck, and it's completely obvious that the rooted-ness does not affect hardware. Unfortunately there's not much of a case since you clicked the "YES" button to void your warranty when you rooted, voiding all parts of the warranty (hardware and software).
I hate to admit it, fearing that something may happen to my phone, but I can see their side to this matter. It would have been nice for the guy to just fix it for you, though.
Now, the fact that they are making you pay for shipping it back (unfixed) is simply poor customer service.
It does suck, They are using whatever means necessary to make more money.
IMO they should only reject faults that are causable by software. (burnt out LED, bricked, Overheated/Dead due to too high OC...). Since HTC is the manufacturer and they dont state anywhere that they are not evil...theres nothing google can do.
My phone has no faults. Ordered just before the 1/5 announcement
indie12 said:
i will be seeking legal advice
Click to expand...
Click to collapse
Good luck with that, you don't really have a leg to stand in, unfortunately.
I hope the legal advice is free since a $600 is hardly worth getting a lawyer over and losing a case... average lawyer will be $100 an hour....
Then again... HTC might counter sue you for wasting their time...
I'll give you "free advice as a law student" (I'm not an attorney... yet). You have no case whatsoever. Sorry.
The best thing to do is totally ruin the phone. There are electronic ways to do this. I have access to a device that generates a strong magnetic field that I used to fry a laptop and a phone before. I have heard of people putting things in a microwave too but I am not sure how well that would work.
Rusty! said:
Good luck with that, you don't really have a leg to stand in, unfortunately.
Click to expand...
Click to collapse
Incorrect.
HTC would need to prove what he did caused the issue for what they are refusing repairs to.
This has been discussed before. Car manufactures did the same thing with aftermarket parts.
drdingo21 said:
Incorrect.
HTC would need to prove what he did caused the issue for what they are refusing repairs to.
This has been discussed before. Car manufactures did the same thing with aftermarket parts.
Click to expand...
Click to collapse
The only problem with this, though, is that there is no case law regarding cell phones directly, as of yet. Cars are expensive enough to justify the legal fees, phones are not.
It would stand to reason that the entire warranty isn't voided by rooting, if it were to go to court (simple contract law and warranty law, breaking or voiding one part doesn't null and void all other parts)... but the unlocked bootloader method also has you agree to voiding the warranty, so that makes it more difficult and less clear cut since it wold be pretty easy to argue by doing so you agreed to and entered into a contract giving up your warranty rights.
Personally, I wouldn't waste my time on it. I would do what others have done and contact Google. There are numerous threads in here regarding how to get hardware warranty services on your rooted device, do a search and you should be good to go.
drdingo21 said:
Incorrect.
HTC would need to prove what he did caused the issue for what they are refusing repairs to.
This has been discussed before. Car manufactures did the same thing with aftermarket parts.
Click to expand...
Click to collapse
You're incorrect here as well. You can't relate unlocking the bootloader to replacing OEM parts with aftermarket ones. Further, what pjc said is right on. Legally speaking, all of us are expressly informed that the warranty is void if we unlock the bootloader (twice if you count the warranty statement as well). If unlocking the bootloader is not necessary for normal use, then there's no argument that one MUST unlock the bootloader. So any court would laugh at a complaint like this.
I am sure you are all familiar with the M&M act? If not then do a search as it is too much too post here. This at any rate is the one that speaks to aftermarket car parts and touches on many parts of warranty coverage. I fought Chrysler over an issue with a truck I bought some years ago. I won. It cost several times what fixing it out of pocket would have. While the M&M act provides for the ability to recover fees you may or may not do so. I did not. I followed this through as a matter of principle but I can just about promise you if you should decide to pursue this in court you will be sorry you ever stepped down that road. I would not do so again in similar circumstances. Especially since as already stated Google has been quite good about fixing obvious hardware defects with unlocked bootloaders if you contact them and follow the process. I have yet to read one instance where someone with such a problem was denied warranty after following through with Google.
I recently noticed my HTC had white spots showing when browising on a white background which was annoying me. I have looked after my phone and it's unmarked but thought well its under warranty so might as well get it sorted. Phoned HTC and advised them of the problem. They said no worres we will pick it up tomorrow from your work and it will take 10 days to sort out. Got an email today saying the repair is not under warranty either pay £198 for a replacement board, pay £20 to ship back or let them scrap it??? WTF! So I had to pay £20 to get my phone back and really wished I hadn't bothered now. Just hoping it is still working as it was fine apart from the small fault at the start. Has anyone else had any bad experiences?? I might write a letter of complaint to them.
T Mobile replaced two HD2's for me, I didn't even purchase them from T Mobile. I guess you should go with the TMOUS next time.
HTC warranty means help yourself for 20£
evereste said:
T Mobile replaced two HD2's for me, I didn't even purchase them from T Mobile. I guess you should go with the TMOUS next time.
Click to expand...
Click to collapse
Hi there HTC WARRANTY is SHOCKING!!
Check my tread any help drop PM!
http://forum.xda-developers.com/showthread.php?t=844980
and another HTC user
http://forum.xda-developers.com/showthread.php?p=11571127&posted=1#post11571127
Spendy said:
I recently noticed my HTC had white spots showing when browising on a white background which was annoying me. I have looked after my phone and it's unmarked but thought well its under warranty so might as well get it sorted. Phoned HTC and advised them of the problem. They said no worres we will pick it up tomorrow from your work and it will take 10 days to sort out. Got an email today saying the repair is not under warranty either pay £198 for a replacement board, pay £20 to ship back or let them scrap it??? WTF! So I had to pay £20 to get my phone back and really wished I hadn't bothered now. Just hoping it is still working as it was fine apart from the small fault at the start. Has anyone else had any bad experiences?? I might write a letter of complaint to them.
Click to expand...
Click to collapse
I have send my HD2 5time to warranty never had to pay 20£!
But It already cost me a lot of time=money.
They do awful swap old one for refurbrished one.
Refurbrished means not a FACTORY build one but UK hand made JUNK!
It has been 3 time serviced and 2times swap!In 3 months
AND FOR MORE FUN its going again for swap!
3repeirs 3swap good job HTC good JOB.
NEVER ever HTC
but maybe who don't want to have kind of new mob every week
The whole swapping process has 2 targets:
- Faster service for you
- Reduce cost for HTC
Repairing a device with tiny little formats of virtually all parts can take time and needs quite some test procedures after the work is done. Once finished, fixed devices go into the swapping pool. Or get scrapped, if not repairable at reasonable cost.
tictac0566 said:
The whole swapping process has 2 targets:
- Faster service for you
- Reduce cost for HTC
Repairing a device with tiny little formats of virtually all parts can take time and needs quite some test procedures after the work is done. Once finished, fixed devices go into the swapping pool. Or get scrapped, if not repairable at reasonable cost.
Click to expand...
Click to collapse
You sounds like one from HTC
1ST swapping is NICE if is swap for new factory made product not a refubrished one from HTC made by hand!
2ND My HD2 was 3times repaired and 2times sw.
ques witch of these procedures were longer . . . swapping!
So maybe in different country but not in UK-London
UK-swap means Phone built up by somebody in UK by hand!!!-nothing to do with HTC from TW-boxed brend new
No, I am not HTC, but I´ve got many years of experience with other manufacturers.
Imagine you are this manufacturer. Refurbishing is a logical solution. Repair work is done by human beings. You cannot trash all defective devices, that would be too expensive. Fixing broken units, or assembling working ones with parts from broken ones is definitely cheaper. And trust me, according to years of experience, it definitely works in most cases. And finally, please remember that after 2 failed attempts of fixing the same (or at least "your") device, you get the right or should try to claim a new unit instead of a fixed one - it´s European law.
And yes, most manufacturers do not run their own service centers, usually service is done by third party companies. Any reasonable manufacturer will tightly control the quality of a) the freshly made devices and b) the repaired devices. At the end, an angry customer is usually much more expensive than a happy customer. Try to see it from this end.
All this apart, it is obvious that most recently, the number of bricked devices has grown dramatically. Maybe there are too many strange errors due to flashing Android stuff, which come with bad drivers etc, and the service centers are kind of overwhelmed with too much work, who knows.
If I was HTC, I would also watch carefully what is going on - and I think they do. They can easily see also here at xda that recent growth of "bricked device" threads. I cannot blame them for being careful, honestly spoken. It is simply a professional attitude.
HTC Romania
I just (yesterday) got my HD2 back from the repair service.
It had to go there 3 times. 2 times for the digitizer problem, and the 3rd time for the fact that the Sdcard reader was not functioning anymore.
It took them a month or 2 to repair everything, but it's working again. Service sucks? Nope, not really. I did not buy the phone here in Romania, but since it's an HTC one, the HTC warranty applies everywhere in Europe.
I can't say HTC sucks in their warranty cases.
tictac0566 said:
No, I am not HTC, but I´ve got many years of experience with other manufacturers.
Imagine you are this manufacturer. Refurbishing is a logical solution. Repair work is done by human beings. You cannot trash all defective devices, that would be too expensive. Fixing broken units, or assembling working ones with parts from broken ones is definitely cheaper. And trust me, according to years of experience, it definitely works in most cases. And finally, please remember that after 2 failed attempts of fixing the same (or at least "your") device, you get the right or should try to claim a new unit instead of a fixed one - it´s European law.
And yes, most manufacturers do not run their own service centers, usually service is done by third party companies. Any reasonable manufacturer will tightly control the quality of a) the freshly made devices and b) the repaired devices. At the end, an angry customer is usually much more expensive than a happy customer. Try to see it from this end.
All this apart, it is obvious that most recently, the number of bricked devices has grown dramatically. Maybe there are too many strange errors due to flashing Android stuff, which come with bad drivers etc, and the service centers are kind of overwhelmed with too much work, who knows.
If I was HTC, I would also watch carefully what is going on - and I think they do. They can easily see also here at xda that recent growth of "bricked device" threads. I cannot blame them for being careful, honestly spoken. It is simply a professional attitude.
Click to expand...
Click to collapse
Good
Yep I did ask for NEW after 3 times feiled in MiltoneK
Yep Problem is NEW is not new BUT Made by HAND - refurbished- from new parts - 2 times 2 times rubbish
Yep I have never ever flash to A or W7 or Ubu
I my mind to the cheapest way in my case was to accept Brend NEW from FACTORY only witch is the way they don't do!
COST me and HTC more than I've paid!!!
6 x UPS from and to my house, work, phone calls.
There is someone wrong and it's not me with my hands
100% unsuccessful in 5 cases! 6 awaiting next week
OMG
WHAT I NEED MORE
The annoying after sales experience that i had concerning HTC, has to do with a phone that i purchased by a Greek shop about 6 months ago, which, as i found out, is of Portuguese (or Spanish) origin. The phone is now in need of service but HTC claims that they provide service only for phones that have been sold by them within Greece, so they refuse to receive my phone. Instead they tell me to send it to Spain (obviously the transfer costs should be provided by me).
Its really kind of awkward to not provide local service since their Warranty states that 'if you have purchased the Product in a member state of European Union, Iceland, Norway, Switzerland or Turkey and HTC originally intended the Product for sale in one of these countries, this Limited Warranty is valid and enforceable in all of these above listed countries'. Yet, they seem to ignore this paragraph of their Warranty.
Its really kind of awkward for a multinational company like HTC refuses to provide service for their phones irrespectively of the location (at least within the European union boundaries).
I used to be a big fan of HTC, and i have spend a lot of money over the last years buying premium phones (for premium money of course). I expected to have serious after sales support for the money given, and above all as promised within their Warranty for European citizens.
Up till now i have received irrational excuses by them, thus making me officially complaining to any consumer organizations i know. i really look forward to see the outcome.
European law is crystal clear: "Warranty" is the responsibility of the seller - not the manufacturer. It lasts 2 years. One of the major reasons this rule was created is the free trade zone of Europe - means, if your seller bought the device from a Spanish trader, it does not touch you.
The "guarantee" from the manufacturer, however, is a whole different story, as it is not mandatory (in comparison to the seller warranty). HTC gives this "limited warranty" based on their own regulations, and usually, it lasts only 12 months.
In the sum, you can claim manufacturer warranty according to what you quoted, but in case they "refuse" for whatever reason (maybe they have a distributor in Greece?), your seller is still responsible, please keep this in mind - at least as long as you bought from a EU country seller.
tictac0566 said:
European law is crystal clear: "Warranty" is the responsibility of the seller - not the manufacturer. It lasts 2 years. One of the major reasons this rule was created is the free trade zone of Europe - means, if your seller bought the device from a Spanish trader, it does not touch you.
The "guarantee" from the manufacturer, however, is a whole different story, as it is not mandatory (in comparison to the seller warranty). HTC gives this "limited warranty" based on their own regulations, and usually, it lasts only 12 months.
In the sum, you can claim manufacturer warranty according to what you quoted, but in case they "refuse" for whatever reason (maybe they have a distributor in Greece?), your seller is still responsible, please keep this in mind - at least as long as you bought from a EU country seller.
Click to expand...
Click to collapse
HTC will give 24 months warranty in Europe.
copy/past from their website
-----
This Limited Warranty shall last for twenty-four (24) months from the
date of original purchase for mobile devices, and twelve (12) months
for accessories (whether included in the mobile device sales package
or sold separately) other than the media on which any software is
provided, CD-ROM, memory card (“Warranty Period”).
-----
The warranty thing is a bit dodgy in Europe. Some manufacturers only sell online (Dell) and they used to state the 1 year warranty as you said.
Fortunately and good for the customers there have been several cases where the judge said that manufacturers should not put the stress on stores for paying the legal warranty stuff after the first year of purchase.
That is also the reason why some European car manufacturers promote their 2 year warranty in ads now (funny because they just have to provide that).
Had the same problem with my HD2 (whiter spots on the screen) and it was fixed under warranty(it did take like 2 weeks). However, for such an expensive phone, I'd expect a better treatment.
For example, when my MX Revolution mouse had problems with rubber band on scroll (and the store refused to take it for repair, as they did not think it was a big problem), I contacted the manufacturer. They just asked me to destroy it and send photos. 3 days later I got brand new one shipped by DHL. I wish HTC warranty was like that...
tomksoft said:
Had the same problem with my HD2 (whiter spots on the screen) and it was fixed under warranty(it did take like 2 weeks). However, for such an expensive phone, I'd expect a better treatment.
For example, when my MX Revolution mouse had problems with rubber band on scroll (and the store refused to take it for repair, as they did not think it was a big problem), I contacted the manufacturer. They just asked me to destroy it and send photos. 3 days later I got brand new one shipped by DHL. I wish HTC warranty was like that...
Click to expand...
Click to collapse
I agree on that one.
They should at least have swap stock and provide well tested refurbished phones if it is clearly a hardware warranty issue.
That would speed up things dramatically.
For the 2X LG phone they have a VIP service in the Benelux. If it is determined that it is a hardware issue over the phone a new one will be delivered to you within 24 hours in the first year.
I concider my HD2 to be non functional since the periode of March the 20 - 25th.
My experience with HTC and their warranty 'service' Dynafix is ... well no words for this.
The device was produced in March 2010 so this one certainly falls under EU warranty laws which are very strict.
If I do not get a decent answer from them this week they will be faced with EU law for sure.
After spending more than 2000€ on their phones in 3 years time it is time to move on to another manufacturer.
lukesan said:
(...)
After spending more than 2000€ on their phones in 3 years time it is time to move on to another manufacturer.
Click to expand...
Click to collapse
Don´t expect much better services... unfortunately, most manufacturers have outsourced their warranty and repair services.
But, all this depends, of course, on where you live. Each country organization seems to be different (I know services in like 12 different countries so far).
Many users make many different experiences, I myself had quite some issues with Samsung (especially poor where I live at the moment), LG (even worse) or SonyEricsson. The only really good service I received was... from Apple (they do have different authorized service companies, one of them is outstandingly well).
With HTC, however, never had any issues at all. I was lucky, the hardware never failed. And for the software, we´re here at xda anyway, no?
I know that they are both liable (in a different manner). Nevertheless the one who will actually do the service will be an authorized service center of HTC. Thus, as far as i am concerned, i know that i can give the phone to seller where he will send it to spain (because, as mentioned, the Greek distributor will not accept it ), and hopefully i will have it back in a month or two from now.
The question still remains ... why shouldnt i get service as per HTC's warranty in greece? Why should i go through all that hassle so as to get my phone hopefully repaired in about 1 month from now?
I really would expect from the manufacturer who has a big share in the European market, to provide the appropriate service for devices that cost more than 500 euros.
its the same kind of service one would expect when buying electronics, cars, appliances from known brands in Europe (to have local service).
I might ask for much, but i quess when i pay premium money for any kind of appliance, electronics, mobile phones, or even cars i expect premium service (especially when the manufacturer guarantees it)
@ioannister
The EU proposal about warranty was done in '99 and all the EU countries should have implemented this in a timespan of 3 years.
Here you can find the webpage.
http://eur-lex.europa.eu/LexUriServ/LexUriServ.do?uri=CELEX:31999L0044:EN:NOT
Read it properly and use it in the best way to gain your right as a consumer.
The store needs to take of warranty even if it is imported, that is not your issue.
If the store still exists and refuses to cooperate I would inform the ministry of economic affairs in Greece since it is their task to comply and to make shops (no matter how big or small) follow those rules.
So you tried to email HTC about this and they told you to send it to Spain?
Did you afterwards contact them and tell them that was not the warranty statement that is on their website?
I've learned numerous things over the years I've dealt with warranty cases and that is to always note down everything like name, time and date, even record it if you can.
Good luck and keep us informed!
@lukesan
thank you for your reply (and the article).
I have all the mails/communication with HTC. I have repeatedly told them that they violate the paragraph at the warranty that states 'if you have purchased the Product in a member state of European Union, Iceland, Norway, Switzerland or Turkey and HTC originally intended the Product for sale in one of these countries, this Limited Warranty is valid and enforceable in all of these above listed couries .
They have constantly given me answers bypassing the aforementioned paragraph.
I know that this has happened to other consumers as well (at least here in Greece).
I have informed three different consumer organisations here in greece and i am waiting for their feeddback.
i will keep you posted on the 'official' outcome ....
Yes. HTC's service is pathetic
Hi.
I experienced it many times. The service people are so dumb they don't even understand the problem at all. I called them once to solve an issue. I explained the problem .They said "Sir, You need to format your phone". I said "I already did it 10 times". Then he said " You need to do it again".
This is the reason I wanted to buy a Samsung. I am not sure of their service but my friend told me its good. What do you guys think?
Another thing that I came accros checking their warranty conditions and statements (http://service.europe.htc.com/terms&conditions.pdf).
It mainly seems to be focused on the UK and not the complete EU.
I cannot find the conditions in other languages.
It is NOT allowed to let people sign a paper (which includes the paper you have to give to the courier and that you agree with everything ...!) in a language that is natively not spoken in your country.
Seems that HTC violates EU laws with this one as well.
According to the status page mine has been swapped for another HD2.
First of all I do not agree to that if it is a second hand one since mine was in absolute new condition and I told them to only change the mainboard and nothing else.
Hey.
I had a HTC Leo today at work (I work at htc warranty repair) and the problem was that the phone could not be charged. I confirmed this by trying to charge and then was going to change the mother board to fix the problem.
For some reason I decided to turn the phone on with another battery, and check it out.
The phone booted to android.
Even though I myself have a rooted phone and follow these forums every day, I was forced to break the warranty stickers inside the phone and then send the customer an email asking if he wanted the phone to be repaired off warranty.
The changing of motherboard would cost him over 300$ dollars, which could have been avoided by getting a cheap spare battery and going back to stock.
Now he will never be able to get any problems in the phone repaired by warranty :/
So please, if you send your phone to warranty repair, go back to stock.
You had to do it? Someone was looking over your shoulder?
Spaqin said:
You had to do it? Someone was looking over your shoulder?
Click to expand...
Click to collapse
Even if nobody was looking over his shoulder, he should not be expected to sacrifice his integrity and risk his job just because he's sympathetic to the customer's problem. The customer should have had the sense to return the phone to stock condition before sending it in for warranty repairs.
Hi there.
I did that, but it did not work?!
I´m (was) using MIUI on my HD2. Last week i opend the internet browser of my HD2, then there was a short "lag" and after that lag the touch is gone broken.
I flashed back to the roots and sent it in for warranty.
Now i got a letter in which they mention that i broke the warranty terms and have to pay 430€ for a broken touch?!? that is crazy...
they also gave my a link to a picture of my phone.
See attachment. So what is the Problem?
That spl is only stock for tmous phones, if you have a regular hd2 with spl 2.x, even a 'stock' 2.08.0000, then it can only get that way using warranty breaking methods.
hack, thats a piece of sh.. .
I think it won´t help to retrieve it and send it in with another spl, because they saved the data from the last order?.
No probably not, but it will almost certainly be cheaper from a third party repair shop. For 430 euro you could buy almost two mint condition 2nd hand units on eBay.
Course, if HTC do a paid repair, they should at least offer warranty on the repair.(maybe?dunno)
hmmm. But the risk of sending it in again to the same company high.
They want me to pay about 28€ only for sending the Phone back to me, because theres no warranty left. so if it does not work the second time, i have to pay that twice... maybe more because of attempted fraud!?
I send it in to Arvato. Do you know any other warranty company for the HD2 i could send it to?
Or i´m bound the company that is mentioned on the site i bought the phone?
The warranty is already broken. The tech most likely broke the warranty seal when he discovered the spl had been tampered with. Just like the OP in post 1.
ah, ok. Think i ****ed with 520€. That feels really bad...
so, lets wait for Miui M1.
no worries.
if it were me, id get the phone back and find a local repair shop to fit a new screen. should cost about 100 Euro for the part, plus a bit for fitting. BUT be sure its a reputable shop, and they offer you some kind of guarantee, cos there's a fair few stories where a repair shop has broken the cables to the buttons, or similar, and wont re[pair them.
OR, id spend 150/250 euros for a 2nd hand one on ebay, and keep the broken one for use as a spare mainboard.
don´t want to spend money on it. Was about to buy a new one anyway. Just waiting for Miui M1.
I will retrieve it and try to sell it with all equip for some euros on Ebay.
thanks for ur infos on that topic.
samsamuel said:
The warranty is already broken. The tech most likely broke the warranty seal when he discovered the spl had been tampered with. Just like the OP in post 1.
Click to expand...
Click to collapse
You could go for new warranty stickers from ebay.
-not that I am supporting any kinds of fraud here, but I think that custom SPL should not cause the warranty to void, and flash-bricked phones to be repaired on warranty. It should be the other way around.
But hey, if what I just suggested is illegal where you live, DON'T DO IT.
i had looked up my problem yesterday with the keyword "touch not responding" and found many complains about that. Seems to be a generall problem with HD2 that seems to come from dust. there are some solutions i´m gonna try.
se1988 said:
-not that I am supporting any kinds of fraud here, but I think that custom SPL should not cause the warranty to void, and flash-bricked phones to be repaired on warranty. It should be the other way around.
Click to expand...
Click to collapse
Ah but they can't tell its a flash brick (I assume you're talking about tmous radio bricks) and without proof they have to uphold the warranty. The only way to start the phone would be to JTAG it, which would wipe the hspl evidence.
Does it then matter if the phone is out of warranty anyway, and you know your going to have to pay for it? Is it even worth going back to stock?
se1988 said:
You could go for
-not that I am supporting any kinds of fraud here, but I think that custom SPL should not cause the warranty to void, and flash-bricked phones to be repaired on warranty. It should be the other way around.
But hey, if what I just suggested is illegal where you live, DON'T DO IT.
Click to expand...
Click to collapse
Might fool someone, if it is really well manufactured. Even though the seller claims they are original, they are not. The strip containing the original stickers looks very different.
cmajewsk said:
Does it then matter if the phone is out of warranty anyway, and you know your going to have to pay for it? Is it even worth going back to stock?
Click to expand...
Click to collapse
Doesn't matter if it is already out of warranty.