2 weeks ago to the day, I accidentally dropped my HD2. Nothing major.. I was actually sitting down when it happened, and the phone bumped my ankle then gently bumped the floor.. no big deal right? (It has a hard shell protector). Well, then as the phone flipped over, it bumped the edge of a table leg and damn! Four hairline cracks on the digitizer. And no more functionality though the LCD was fine and the phone was working but locked with no way to unlock it.
So, I weigh out the cost of repair vs. replacing it all together. Ultimately, it was cheaper to repair the screen.
Here is what blew my mind! Keep in mind that I am in Canada, I purchased the phone (T-Mobile Branded) on the 'net, it's unlocked, tweaked, and therefore there is no warranty.
So, on 04/01/2011, I contact HTC USA. To my surprise I actually get an American on the phone not some call center in a third world country. Wow! The person totally has their act together and in less than 10 minutes, I have a quote for the repair. Wow again! The rep explained everything in detail along with the mandatory disclaimers and while they were finishing up that, I'm receiving an email with all the necessary details and an RMA and Case number and shipping instructions. Wow yet again!
04/02/2011, I send the phone to the repair center in Texas. By 04/05/2011 at 10:50pm the phone has arrived at the repair center. The next morning, I get a call from HTC confirming the damage (which I knew), and they simply want a yes or no to go ahead with the repairs or not. By the afternoon, I have a FedEx tracking number, the phone is fixed and it's on its way back to me in Canada. Wow one more time!
04/11/2011 FedEx is at my door with my phone and HTC picked up the return shipping. Well.. you guessed it! Wow!
I am reconfiguring the phone back to the way I had it prior to sending it as I write this. It had been hard reset to factory spec which if fine and to be expected since they likely run various diag after repair.
So, for $120.00 + $25.00 Shipping, my phone is working again!
There's a case study for keeping our companies and their support centers on North American soil. There are dozens of companies I could list that should be taking notes. 8)
Nice to see a positive post like this. glad you got you HD2 repaired and are now back to modding it.
The whole repair process was nine days including weekends which I think is darn good!
That said, I was without the phone/device for 2 weeks. Talk about withdrawals! LOL!
Amazing how reliant we become on these devices. I use it to manage my daily activities for 3 businesses, 1 job, and my personal life/activities. I was on the verge of anxiety at times! Hehehehe!
At least I had my trusty HTC 8125 as backup and while it cannot connect to my cellular provider's network for phone/text/data, at least I had my calendars, tasks, notes, and contacts but I'll tell ya, talk about feeling tethered to a land line and out of the loop.
Yep, it just got HardSPL 4, my preferred radio flash, BsB, Total Commander, and a few other goodies back on and is now syncing with my Desktop and Exchange. d'-'
T-Macgnolia said:
Nice to see a positive post like this. glad you got you HD2 repaired and are now back to modding it.
Click to expand...
Click to collapse
It was not a bad price if it was a year ago, but I just picked up another near mint condition one for $150 with everything included off criaglist.
Sent from HTC HD2 with Android
Yeah, fair enough however, in Canada, the phone is not even available therefore my options were a bit more limited to purchase a new phone through a system where there is a little more security in knowing that if it turns out to be a bad deal, the purchase it covered. i.e. Buyer Protection from eBay or anything like that.
It's not like you can hop on a local Craigslist up here and find them readily.
So, the replacement cost for a whole phone was much higher, and the repair was the way to go.
coldest~~~ said:
It was not a bad price if it was a year ago, but I just picked up another near mint condition one for $150 with everything included off criaglist.
Sent from HTC HD2 with Android
Click to expand...
Click to collapse
You're a lucky guy.
I've had less good experiences in the Benelux here.
I called in mine for a screen and gps issue that is warranty issue since I run the official image on this HD2.
They didn't pickup the device twice as promised which drove me up the wall since I had my colleague involved and had to change several appointments with my clients for.
After I complained I got called by a customer care guy and was promised my device would be fixed one week after the pickup.
Called them this afternoon since we are one week further and my device was waiting for 2 parts but they didn't know which.
I wonder how many parts can break in the HD2 that direct to the fault. Guessing the main board and an LCD screen?
Well according to the customer service I will have to wait for the parts to come in.
I am so disappointed in the service and hole customer care after having a touch, touch pro, touch hd etc.
The touch pro which costed me over 500 Euro ended up in the trash after 3 failed repairs and numerous errors which where caused by the repair center. Sending it back to another address and name was only the tip of the iceberg.
Looking around for a dedicated Android device the LG optimus 2x looks good since it has a 24hour swap warranty.
Sorry to hear bro!
Heck, they even confirmed parts availability while on the initial call just prior to setting up the RMA. Maybe I just lucked out.
I work in the IT field and deal with all kinds of this stuff all the time and it has been years since I encountered this type of competence and efficiency. Don't know what else to say.
Have you checked out the Motorola Atrix?
http://www.motorola.com/Consumers/U...d-Services/Mobile-Phones/Motorola-ATRIX-US-EN
This thing looks cool! Watched several segments on it during the CES show back in February. My only question or disappointment was in all the promo vids from the CES they were touting Android 3 Honeycomb however at the Motorola site its tech specs list Android 2.2.
Good luck in your search!
lukesan said:
You're a lucky guy.
I've had less good experiences in the Benelux here.
I called in mine for a screen and gps issue that is warranty issue since I run the official image on this HD2.
They didn't pickup the device twice as promised which drove me up the wall since I had my colleague involved and had to change several appointments with my clients for.
After I complained I got called by a customer care guy and was promised my device would be fixed one week after the pickup.
Called them this afternoon since we are one week further and my device was waiting for 2 parts but they didn't know which.
I wonder how many parts can break in the HD2 that direct to the fault. Guessing the main board and an LCD screen?
Well according to the customer service I will have to wait for the parts to come in.
I am so disappointed in the service and hole customer care after having a touch, touch pro, touch hd etc.
The touch pro which costed me over 500 Euro ended up in the trash after 3 failed repairs and numerous errors which where caused by the repair center. Sending it back to another address and name was only the tip of the iceberg.
Looking around for a dedicated Android device the LG optimus 2x looks good since it has a 24hour swap warranty.
Click to expand...
Click to collapse
thx for the headsup JayG!
Well lets say that I do the same work as you and do escallations and process realignments. If I could have a go in this whole thing .....
The Motorola looks interesting but try to find one in Europe.
I very agree with your assessment of HTC. My story is one better. I had bought my phone (HTC ELFIN P3452 TOUCH) in India. It had some battery charging issues and when on a whim I finally contacted HTC US, the lady told me that the warranty on the phone had expired 5 days back. I politely requested her if there is something she could do. She came back a few minutes later and told me she will take the phone as under warranty, but she will have to get back to me after figuring out where I should be sending the phone for repair as they figured HTC touch is not serviced anymore. I did not get a call back for 10 days and then I called back and explained my situation again and the previous call to a totally different lady. She gave me an RMA and asked me to ship to their TX facility. I got the phone back with brand new board in a week. But then I noticed a crack in the body. Since now the phone was under a 90 day warranty, I called back and explained the situation. They gave another RMA and so I sent it back. another week later, I get the phone back and it was brand new everything including the LCD and the phone. New IMEI.
HTC is top notch. So my current phone is HD2 and backup phone is Touch.
Related
So I've been reading the "let us file a complain to SE..." thread lately cuz well...you guess it...my phone developed a crack.
Anyway, I did see that some people have been getting "reconditioned units" that look worse than the ones they already have.
So, how many of you guys have had problems with the service offered by SE/Authorized dealers?
Really interested in this poll, since I just let my X1 to an authorized center...
However, I must admit that I am really unsatisfied with the repai time: they told me that I have to wait 15 working days! Man, what was the premium price for?!
I sent my phone in Tuesday and they still haven't received the phone even though the service center is 35miles away from here...
Add 3-5 working days to get my phone fixed plus another week to get my phone back...so I think I'm there as well
I got back the same phone after I sent it in for a software glitch that I failed repairing myself. It got back in exactly the same condition and earlier than I had thought.
My X1's screen started blacking out when slid open, so I reluctantly sent it in, having heard a lot about cracked plastics and scratched battery covers.
I got it back in just 3 days, which is apparently unusual even for SE service here. No extra scratches or damage.
Oh, and they didn't notice the Hard-SPL...
Well - i got my replacement through vodafone so it doesnt really count
Reading some of the Dutch Forums (e.g. tweakers.net), the average time is 6 weeks for Netherlands. Some poor guy waited 19 weeks.
http://gathering.tweakers.net/forum/list_messages/1326523/20
That's almost HALF A YEAR.
Mine had stylus crack, battery crack, chipped case in three places.
4 weeks since I sent it in, and counting..
OMFG!
How is that possible???
Jeez man...4 weeks? How is it that you haven't killed them already?
If I don't have it by the end of next week I'm gonna drive there myself and have a talk with them...
wow....this is pathetic.
some of the buttons arent working smoothly these days..which means i am screwed if i send it for repair
seems im d only one wit a good story bout this..i got my phone back like 4 days
I sent my x1 to service because left-right buttons plus all other front buttons and touchpad were getting dead.i have to wait 15 min and reset phone 5 or 10 times to get device normal.f*ck sake!i am on contract with my service provider.they said i must wait minimum 2weeks just for answer REPAIR or Change.afterwards i must wait another 2weeks for repair or get new unit.i am gonna have big fight with SE.i am very disapointed.i am not gonna buy any other sony products even sony movies films
I went to a Vodafone store with repair service. Somehow they are authorized to repair phones for warranty. I only had to show my phone, they ordered the parts and they texted me when they received the parts. Then I could wait for it on location while they repaired my phone. I think that's a great service but it's more thanks to Vodafone. I live in the Netherlands, The Hague.
MAkS1 said:
I went to a Vodafone store with repair service. Somehow they are authorized to repair phones for warranty. I only had to show my phone, they ordered the parts and they texted me when they received the parts. Then I could wait for it on location while they repaired my phone. I think that's a great service but it's more thanks to Vodafone. I live in the Netherlands, The Hague.
Click to expand...
Click to collapse
Hmmm, yes, so:
- SE repair service sucks
- Vodafone is great
But I really think that 4weeks is the maxiimum amout of time I would wait for a repair, not just a phone repair but whatever else. Never experienced a repair time longer than 4 weeks, and I would have been really upset hearing about 19 weeks!!!
But what about the repaired phone? Apart from Vodafone people, in ehat condition were your "new" phone? can you be more verbose than the poll?
MAkS1 said:
I went to a Vodafone store with repair service. Somehow they are authorized to repair phones for warranty. I only had to show my phone, they ordered the parts and they texted me when they received the parts. Then I could wait for it on location while they repaired my phone. I think that's a great service but it's more thanks to Vodafone. I live in the Netherlands, The Hague.
Click to expand...
Click to collapse
Hmmm, u were lucky. This is what the Netherlands is like most of the time Mine was out of contract, but the problem is not the shop I went through in Rotterdam - been getting my phones from them for a few years now. I suspect it's the guys in NL who bought the service contract from Sony.
[email protected] said:
But what about the repaired phone? Apart from Vodafone people, in ehat condition were your "new" phone? can you be more verbose than the poll?
Click to expand...
Click to collapse
Perfectly repaired, but unfortunately now, a month later, I have 3 cracks. The parts are in so I have to go to the store again. I don't want to go to the store twice every month...
Well,
I brought my phone to an SE Service Center around my Corner. The Display shaked a little. I brought it in on the 7.5.09
Those guys sent the phone to the Xperia guys. Seems that only some people can fix it.
Well, I have not got it back yet. :-(
So I called the Xperia line. The told me, that they did not received it yet...
But the guy was friendly. He is now starting to find my phone. We will see what happens.
Cheers
Jens
SONYERICSSON or a Network Provider???
Come on, in order for this poll to have any impact or make any sense, it should include at least WHICH Country and if SE direct or through a Service/Network Provider! Otherwise its just hot air!
I waited 5/6 weeks for my replacement to arrive aftre the sound went completely.
After SE took delivery initially I received an email to let me know it had arrived. Then nothing for a week, 2 weeks, 3 weeks and so on and so on.
The tracking website was never updated and I never received emails updating me on the progress. I phoned them all the time.
After 5/6 weeks I received a refurbished phone which [TBH] is in better condition than the phone I sent for repair, no consolation really.
Yea...WHAT tracking site? They never even acknowledged the fact that they received it. I had to phone today, to find out they got it on Friday. Even though I ASKED to be informed when they would actually get it...nada.
Anyway, when I talked to the representative and told him I want my phone repaired not replaced (because mine is scratch free and in perfect condition otherwise) he was like..."OH...we'll see what we can do"
People, how hard is to replace a back cover???
But I suppose it's good business taking good scratch free phones and replacing them with "functionally equivalent" but with cosmetic damaged ones...
@michaelthemage
The poll specifies SE Service.
And how many countried would you have included in the poll?
In my opinion, in makes no relevance what country you are in (even though I KNOW there are big differences between SE service centers). SE Service is a global thing, having an international warranty (at least European for me) so in my opinion the quality of their services should be viewed as a whole.
I for one bought my phone in France but since I'm doing an internship in the UK I sent it to Banbury.
So I do think the poll does make sense and I give thanks to all who have voted/will vote and who told me their SE related stories.
I got a global warranty card with my phone but it wasn't much help when my screen died. It is supposed to be a vip service for X1 owners where you can get a replacement phone the same day at any SE service center. Not quite. If you're in a place where they don't sell it, don't expect SE in your home country to send one to the service center you're visiting, they will not, period. And if you look close at the support site there's a somewhat hidden page that shows country by country what is (not-) available.
I shipped it off with fedex to the dealer, who said they will send one in return asap if I paid the courier. It cost me about 100 usd. When they received it, they changed their mind and said they needed the original box and booklets... and they couldn't just replace the phone (ten days since I bought it) and let me send the stuff when I returned home. Cheers...
That said, when I could deliver the box I got a new phone right away from the dealer. SE had no desire to help at all.
I don't like buying phones from operators, rather be free to choose who bills me for the calls, but if the operators service team are better at customer care, I may just do that next time.
Hallo everyone, I couldn't find any new threads so I'm starting a new one. I took my HD2 to a Milan service center because there was a slight crack in the LCD screen; the phone fell from my hands, it was in its case but cracked anyway..I accepted a hefty 201 Euro charge, and was told that I would get it back (fixed..) in 7/10 days. This was on My 18th. After 2 weeks I called and was told to call HTC directly, there were no news. HTC told me there was a shortage in LCD screens, the problem was being solved and to call back in another 2 weeks. I called yesterday (HTC Europe..) and I was told the problem is indefinite, they have no idea when it will be solved. I asked why wasn't I told right away, I could have kept my phone (it was working) until they had fixed the shortage...and so
today HTC called me back and proposed to return me the HTC2 NOT fixed, that I should ask the service center that I did not want to fix it, and I would "only" be charged for the delivery service to and from the HTC service.
At this I blew up, and said in NO WAY was i going to ask to have it back not fixed so it would look like I did NOT want it fixed...just so they could charge me for it! I still need a fixed phone! So I just told him to keep it there until they had solved the hardware problem, and I would have a consumers' association write to them...
..I'm thinking of buying a new phone, maybe this new Samsung Galaxy...
..but I'm SO ANGRY!!! NO MORE HTC!!!! Does anyone know what is going on? I've never heard of anything like this!!!
Sorry for your bad experience. Quite a few people here will be familiar this kind of thing. I once tried to make a warranty claim on my HTC Touch Pro...in the end I gave up.
Check how much the 'postage' charge is before you agree to anything. This and the handling fee is normally quite high (well, in the UK it is). Keep complaining about it and don't back down?
HTC bad customer support
Thanks for your reply Ouzo..but I am in now way going to get them to send me back the phone if they don't fix it, and have to pay for postage! I'm going to have a lawyer write to them, and a Consumers' Association. They can keep it until it's fixed. And they HAVE to fix it sooner or later or start paying penalties. The doc I signed says I have to pick it up within 90 days or I will be charged for deposit...
What I am going to do, is go out and buy another phone...and NEVER AGAIN an HTC...
I'm not sure if any of the other phone manufacturers are any better unfortunately. Either way, good luck with your new phone, and good luck getting your phone fixed by HTC.
bionksie said:
Thanks for your reply Ouzo..but I am in now way going to get them to send me back the phone if they don't fix it, and have to pay for postage! I'm going to have a lawyer write to them, and a Consumers' Association. They can keep it until it's fixed. And they HAVE to fix it sooner or later or start paying penalties. The doc I signed says I have to pick it up within 90 days or I will be charged for deposit...
What I am going to do, is go out and buy another phone...and NEVER AGAIN an HTC...
Click to expand...
Click to collapse
I would never claim in a warranty for just this reason. Smash it pay the £20 for excess on the insurance get them to pick it up and take it away and get a replacement at the door.
I've done this two or three times with my mobile insurer, works a charm. I'd pay the £20 excess again and again just for the privilege of getting them to take it away and getting a replacement there and then.
HTC Customer support is bad!
Hi Kalavere, that's pretty funny! But unfortunately I don't have insurance. I didn't even have that option, it wasn't a telecom device, but I bought it unlocked from a regular store. I going for the Samsung Galaxy...and when they decide to send it back to me, it's being sold. Goodbye forever HTC..
(though I know that Samsung Customer Service will be just as bad...).
Can totally empathise with your situation. Sent my HTC Desire for repair (external speaker stopped working) in UK 6 weeks ago. Sent it in original retail packaging with battery.
Only just received a replacement today. It arrived in bubble wrap in a plastic envelope...no retail box, no battery and lost proof of purchase.
Have had several shouting matches with their p!$$ poor customer services deparment. Have emailed UKs BBC Watchdog TV programme for help in getting some sort of compensation. Will let you know if I get any joy.
In the meantime, I would recommend anyone else in the UK who has problems with HTC Customer Service to also email BBC Watchdog....the more that email, the more something might get done.
BBC or HTC
babblerx said:
Can totally empathise with your situation. Sent my HTC Desire for repair (external speaker stopped working) in UK 6 weeks ago. Sent it in original retail packaging with battery.
Only just received a replacement today. It arrived in bubble wrap in a plastic envelope...no retail box, no battery and lost proof of purchase.
Have had several shouting matches with their p!$$ poor customer services deparment. Have emailed UKs BBC Watchdog TV programme for help in getting some sort of compensation. Will let you know if I get any joy.
In the meantime, I would recommend anyone else in the UK who has problems with HTC Customer Service to also email BBC Watchdog....the more that email, the more something might get done.
Click to expand...
Click to collapse
Try to use my tread for that BBC w.dog
If it's help you.I'll be happy.
http://forum.xda-developers.com/showthread.php?t=844980
HTC servic in UK is boring at all.
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
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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
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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.
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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
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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:
Ok, my story with Z3 Compact ended not even started.
Yes, I got lucky and my screen cracked on itself without any force.
And it looked well as sony accepted the phone in US service center even though it was bought in UK.
That's where fun part stops.
First joke is a turn around time. 14 business day for a simple repair. that is at least 3 weeks! Who can wait phone that long?
That means I have to buy a new one and send sony to ebay when and if I got it repaired.
My guess is that people would buy anything else than xperia they just got broken.
What a stupid way to loose customers. Apple store would replace phone in store or take little time to resolve issue for example.
So after 16 business days I called just to hear that part is on back-order with NO ETA!
Also I was told that its not US phone so I should not even expect it to be ready soon.
Nice Sony! Good way to treat your loyal customers.
Seems like my first and last xperia phone unfortunately....
So if you still deciding ... Look at the other phones, that are more rigid or at least have a proper warranty service for 2014.
SonyXperia US has much to catch up.
Sucks man. My screen hasn't cracked yet but if it does this will definitely be my last Sony product.
I hope it won't. I am ok with stuff breaking as soon as you have a good service to get out of the situation.
Sony did not make that easy. The worst part is that there are no more good compact phones around except of iphone and galaxy alpha. which are worse than z3c in many ways.
Sucks that you're phone-less for so long, although Sony is fixing it despite being bought in the UK, which is more than they're doing for some people. Maybe the fact that it's a UK model is why they're not treating the repair with more urgency.
Other than Apple, which other phone manufacturer will instantly replace an unlocked phone as part of the warranty? Normally this is handled through carriers or (if you're lucky) the authorized retailer, but even they usually don't offer the same instant service as Apple. It's why Apple stuff costs so much. Well, that and the fact that iSheep will blindly pay for anything Apple :laugh:
pipspeak said:
Sucks that you're phone-less for so long, although Sony is fixing it despite being bought in the UK, which is more than they're doing for some people. Maybe the fact that it's a UK model is why they're not treating the repair with more urgency.
Other than Apple, which other phone manufacturer will instantly replace an unlocked phone as part of the warranty? Normally this is handled through carriers or (if you're lucky) the authorized retailer, but even they usually don't offer the same instant service as Apple. It's why Apple stuff costs so much. Well, that and the fact that iSheep will blindly pay for anything Apple :laugh:
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For samsung, sony and all other manufacturers even if you pay premium price like note 4 for $700 and xperia Z3 $650 you get ****ty service. You wont get instant replacements what so ever.. No proper estimated ship dates, No proper customer support, No Earbuds bundled is what we pay for and seems you enjoy it more
demon_xxi said:
Ok, my story with Z3 Compact ended not even started.
Yes, I got lucky and my screen cracked on itself without any force.
And it looked well as sony accepted the phone in US service center even though it was bought in UK.
That's where fun part stops.
First joke is a turn around time. 14 business day for a simple repair. that is at least 3 weeks! Who can wait phone that long?
That means I have to buy a new one and send sony to ebay when and if I got it repaired.
My guess is that people would buy anything else than xperia they just got broken.
What a stupid way to loose customers. Apple store would replace phone in store or take little time to resolve issue for example.
So after 16 business days I called just to hear that part is on back-order with NO ETA!
Also I was told that its not US phone so I should not even expect it to be ready soon.
Nice Sony! Good way to treat your loyal customers.
Seems like my first and last xperia phone unfortunately....
So if you still deciding ... Look at the other phones, that are more rigid or at least have a proper warranty service for 2014.
SonyXperia US has much to catch up.
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Click to collapse
feel your pain, going through the same thing:
http://forum.xda-developers.com/z3-compact/help/handtec-returns-t2919883
was really glad sony USA would do warranty repair for my phone.. although 14 business day turnaround time seemed like a lot (3 full weeks regularly), but ok. they never emailed me to say they received it - no emails for anything in fact. i had to chat with them to confirm they had received it. and then they returned it to me in about a week - shipped it out in under a week, actually. although i wouldn't have known it had i not seen the 2nd delivery attempt notice on my door. had they emailed me, i would've been looking out for it and had it a few days sooner.
all that's fine, it's their stipulated process and timing, i just could have used some communication throughout. but then comes the icing on the cake. they removed the SIM tray from the phone and sent it back to me without it. so my phone is useless as a phone for a week now, and i'm still waiting to get a replacement or hear anything about it. they've stopped responding to my daily follow-up emails.. the latest response i got had an order number of some kind but no idea where i can put it to check status (it's no retail order number or anything). no tracking. just a blurb that it may take 14 business days to send out a SIM tray to me. and here i thought when i called they'd be like "oh sh*t, we'll get one right out to you asap". but i had to go through this RMA process a second time in order for them to send this to me. i've now owned the phone for 6 weeks, and only 3 of those have i been able to use it. first experience with sony not going so well.
mohlsen8 said:
feel your pain, going through the same thing:
http://forum.xda-developers.com/z3-compact/help/handtec-returns-t2919883
was really glad sony USA would do warranty repair for my phone.. although 14 business day turnaround time seemed like a lot (3 full weeks regularly), but ok. they never emailed me to say they received it - no emails for anything in fact. i had to chat with them to confirm they had received it. and then they returned it to me in about a week - shipped it out in under a week, actually. although i wouldn't have known it had i not seen the 2nd delivery attempt notice on my door. had they emailed me, i would've been looking out for it and had it a few days sooner.
all that's fine, it's their stipulated process and timing, i just could have used some communication throughout. but then comes the icing on the cake. they removed the SIM tray from the phone and sent it back to me without it. so my phone is useless as a phone for a week now, and i'm still waiting to get a replacement or hear anything about it. they've stopped responding to my daily follow-up emails.. the latest response i got had an order number of some kind but no idea where i can put it to check status (it's no retail order number or anything). no tracking. just a blurb that it may take 14 business days to send out a SIM tray to me. and here i thought when i called they'd be like "oh sh*t, we'll get one right out to you asap". but i had to go through this RMA process a second time in order for them to send this to me. i've now owned the phone for 6 weeks, and only 3 of those have i been able to use it. first experience with sony not going so well.
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Haha and they wonder why their sales are falling..
i bought their protection plan for $50.. 2 years covered and they will send me a loaner asap when i send my phone in for repair.
radiohead14 said:
i bought their protection plan for $50.. 2 years covered and they will send me a loaner asap when i send my phone in for repair.
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Click to collapse
where did you get that for $50? online it says 79?
sravanz said:
where did you get that for $50? online it says 79?
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Click to collapse
employee discount :good:
Where can I get the plan for at least 79? Can I get in in USA for phone I got from Clove?
I'm willing to pay for the plan as soon as it has accidental damage coverage. This is better than going with 3rd party warranty coverage.
Fond here http://store.sony.com/gsi/webstore/...le-Phones-Protection-PLUS-Standalone-Warranty
It says $59.99 + tax I assume.
Will check tomorrow if I can get it for the phone that already went to the service.
Really had no idea that sony has these extra plans for phones.
From my previous experience I had AHD warranty for 3yrs for my laptop from Sony Japan and they easily fixed all issues with shipment around the week even when there was a disaster going in Japan few years back. Japan service worked like a clock. They would also fix issues that I did not report. Just to replace components with fresh ones.
U guys are complaining because it took a week to get a phone not warranted in the usa to be fixed for free.... Try samsung or any unlocked, non apple phone and youll beg to go back to sony.
Oh and apple makes you pay for out of warranty repairs anyway. Like cracked screens.
The biggest joke is the screen cracked by itself. What's this Sony?
i had the back glass crack by itself here in the uk, sony repaired the device for free under warranty.1 week turn around time.
Just as a heads up, most decent credit cards give you an additional year of warrenty (on items costing up to $500) on purchases made with the card. This includes SonyRewards, which also provides 90 days accidental damage protection on purchases up to $500.
When I had a Samsung S4 Active I sent it twice for warranty repair. 2 weeks was normal turn around. Quit complaining.
Just to cool down the drama I see a UPS notification today that my phone is coming home.
I still think that 3 weeks is too much for screen repair. It takes less than a hour to replace it.
It would be ok if I have to wait 3 weeks for TV or Vacuum cleaner but its hard to survive without daily driver as a phone.
Good that I have dozens phones at home to use as a replacement, most people don't. I'm just saying that this is the way for Sony to loose customers.
For most it is better to go to Apple Store, PAY and get it fixed asap than look for a replacement phone, PAY for shipment and wait ... IMHO
Where Sony could improve even with current approach is bring more transparency and feedback. They have not notified me about receiving the phone nor about the backorder delays.
The simplest check my RMA status page would help a lot. I guess it is much more expensive to have staff answering phone calls and chat about RMA status. And all they can say - in progress or yes/no received.
The other way to improve is to start using quality glass and make more durable back for the phones
Meanwhile I started considering LG G2 or Nexus5 as a possible alternative. They are pretty old but still excellent phones. Also fragile though but less.
I feel your pain. I dropped my z3 compact here in the uk and cracked my screen. I sent it off to Sony mobile repair company in the uk and they said that it would take 14 days to come back. They quoted me £97.30 for the repair which is ok I guess, I mean i did drop it. After about a week thee website said that they had diagnosed the phone and it needed a new screen (genius) but that part was out of stock. What kind of repair service doesn't have replacement screens in stock, nice one Sony, how is this your official repairer?
I then found out that I had phone insurance through my work and for £50 I could get a new phone. So I decided to contact the repairer to cancel my repair and get my broken phone back. Despite ringing the repairer numerous times they wouldn't send it back even though every time I spoke to them they said it was in the process of being done. After 10 days I decided to contact Sony customer support and to be fair to them they got it sorted and had my phone back 4 days later. So i get a new z3 compact from my insurance company, and guess what the new phone's battery is ****ed. It drains like 25% every three hours and cant make it through a single day. So I'm back onto Sony and they say it needs to go off for repair. Yep, brilliant so i can wait another 10 days for you to tell me you don't have any parts in stock. So frustrating.
Blimey mate that's rough
Sent from my D5803 using XDA Free mobile app
So as you can guess from my sig. I have been using HTC's before smartphones were a thing (I swear I'm not that old!)
So when my HTC one got the purple camera issue I became upset, maybe their quality had dropped? I called the customer support 15 months after purchase to get it replaced, the CS lady was nice (and Canadian ) she emailed a prepaid label and I sent it out to Texas for a device swap. Granted my screen had a crack in it but I still sent it in for repair since the camera would not be affected by it. Anyways, since I was out of warranty I did get an email about having to pay $90 to get it repaired, I was assured by the tech before that I would not be paying for the issue but the repair center clearly did not communicate with the tech guys. After calling and having them prove that I actually bought the phone I was told that the swap would not done since there weren't any M7 phones left in inventory
Now this is about day 20 without a phone, I was using my flip phone from 2005 :silly: and clearly had it with HTC, I complained on their twitter about being a loyal customer and would not buy their future products then 2 days later I get an email with a shipping label that my phone was being shipped. Finally, 25 days later ( I was told its a 7 days thing) I get a new phone with a new ESN, screen was not cracked with perfect working camera!:good:
If someone from HTC is reading this, you have be back as a customer but please communicate better next time about the status of my phone, thanks
ninten5 said:
So as you can guess from my sig. I have been using HTC's before smartphones were a thing (I swear I'm not that old!)
Now this is about day 20 without a phone, I was using my flip phone from 2005 :silly: and clearly had it with HTC,
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Click to collapse
Only 20 days and you were stuck with a flip phone from 2005? I can beat that record
My first smartphone was a HTC Qtek S200 released late in 2005 that I paid $695.00 (CA) for and was so rare people would stop to ask me about it if I was in a restaurant and had it on the table.. It had a three year warranty back then. The speaker died and they fixed it no problem
About three months before the warranty ran out the speaker again broke so I sent it in to get fixed but it wasn't 20 days it was almost two full months before I got it back. The worst part was when I got it back it was DOA :crying: Wouldn't even start.
I complained of course (in a very nice way as I am Canadian LOL) but as the phone was so old they couldn't replace it as they didn't even have any. To the credit of HTC a very nice lady emailed me to try and work something out. I actually still have her skype contact as we chatted over skype a few times.
Before the phone had even been released they offered me a free unopened brand new gold box (gold box versions are pre-retail and are used as full working demos before a phone is released) of the HTC Touch Cruise. The gold box versions were going for around $725 on ebay at that time as the phone hadn't even been released yet.
They screwed up taking two months to fix my phone and then sending it out DOA but I was blown away by their offer to give me a free pre-release phone not even on the market yet.
It was a good investment on their part. I have never bought a smartphone unless it is made by HTC since then.