Related
Since there have been numerous questions about this, I thought I'd create a new thread detailing the warranty and DOA processes of HTC. Perhaps a mod will sticky this for a few days so everyone can see it.
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I just spent about half an hour talking to the CS Rep at HTC about my ticket. We had a good back and forth discussion, and he explained how the warranty (repair) and DOA processes work, so I'd like to pass that info on to you guys.
*DOA: If a phone is DOA, i.e. it is defective or otherwise non-functioning out of the box, then they replace that phone with a brand new one. They send the customer a return shipping label. The customer is then to ship the defective phone, accessories, etc. in the original packaging back to HTC at their Houston address. The techs inspect and confirm the defect in Houston. Then a BRAND NEW replacement is sent out to the customer (not sure if it's sent from Houston or Indianapolis though). All said and done, this takes about 7-10 business days from the time the customer ships their phone to HTC. Also, no credit card number is required, because there's no risk to HTC losing inventory with this method.
*Repair (i.e. Warranty claim): A phone is categorized as a Repair if the defect has shown up after some time (i.e. not right out of the box). In contrast to the DOA scenario, here the customer provides their credit card number to HTC. Then HTC ships you a REFURBISHED replacement handset only, along with a return shipping label. Once you receive your replacement phone, THEN you send back your defective unit. The turn around time is usually short for the customer here... it takes 2-3 days for you to get your handset via Fedex.
Now, I've talked to a couple people who were skeptical that they'd receive a refurb because the phone just came out. So was I... then I asked the CS Rep that as well. He told me that they have plenty of refurbished units because this phone has actually been in production for several months. Whenever a phone was found defective at the end of the assembly line, it was sent back to be refurbished, and added to HTC's inventory of refurbs. Also, any presale units that were handed out, by Google to its employees for example, that had issues, were sent to HTC and refurbed as well.
So there you have it. If your phone was entered into the system as a Repair, you're getting a refurb. If your phone was entered as DOA, you'll have to wait 12 days longer, but will get a new phone. Now bear in mind that even if you're getting a refurb, you can expect the phone to look brand new, since it was likely just plucked off the end of the assembly line and never left the factory. The only difference between it and a "brand new" phone is that its case was opened by a technician after assembly...so if you're fine with that, then you're in luck.
uansari1 said:
*Repair (i.e. Warranty claim): A phone is categorized as a Repair if the defect has shown up after some time (i.e. not right out of the box). In contrast to the DOA scenario, here the customer provides their credit card number to HTC. Then HTC ships you a REFURBISHED replacement handset only, along with a return shipping label. Once you receive your replacement phone, THEN you send back your defective unit. The turn around time is usually short for the customer here... it takes 2-3 days for you to get your handset via Fedex.
Click to expand...
Click to collapse
*Edit* I didn't see 'warranty claim' first time around. Please ignore.
The information I got was different:
I just called up HTC and asked them If the phone you get in the process where they ship you a phone, and then you ship yours back was going to be a brand new or refurbished phone. He left for about 15 mins to check with some other staff there because he wasn't sure, and came back and swore to me up and down that the phone I would receive will be brand new and NOT refurbished. I don't know if he's right, or if the Rep uansari talked to is correct. However the rep I talked to went away for a while because he told me he wants to be sure I get the correct answer and so he went to check with supervisor/other staff/etc.
melterx12 said:
The information I got was different:
I just called up HTC and asked them If the phone you get in the process where they ship you a phone, and then you ship yours back was going to be a brand new or refurbished phone. He left for about 15 mins to check with some other staff there because he wasn't sure, and came back and swore to me up and down that the phone I would receive will be brand new and NOT refurbished. I don't know if he's right, or if the Rep uansari talked to is correct. However the rep I talked to went away for a while because he told me he wants to be sure I get the correct answer and so he went to check with supervisor/other staff/etc.
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Click to collapse
Yes, I saw your post in the other thread. So essentially, everyone is getting different information, and even HTC's own reps don't know the score...? Either way, I think to be safe it's best to ask for DOA if you want to make sure you get a new handset. Either way you'll be fine though.
I'm really curious if what the OP says is true. I have an issue where my phone randomly turns off. It has probably happened to me about 5 or 6 times now. Nothing huge, but a bit disheartening considering the price tag. I was considering calling HTC, but if I'm going to get a Refurb I'd rather not. I work for T-Mobile and I can not tell you how much more often refurb phones come back with issues compared with their new counterparts.
ok called again. this rep also said swaps are brand new. I told him I heard that they are refurbs, then he went to check with 2 supervisors who also said that at this point in time (they said it may change in a month or two) all swaps sent out are brand new phones reserved for this purpose.
Cuda1337 said:
I'm really curious if what the OP says is true. I have an issue where my phone randomly turns off. It has probably happened to me about 5 or 6 times now. Nothing huge, but a bit disheartening considering the price tag. I was considering calling HTC, but if I'm going to get a Refurb I'd rather not. I work for T-Mobile and I can not tell you how much more often refurb phones come back with issues compared with their new counterparts.
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Click to collapse
I have no reason not to tell you the truth of what I was told. That being said, if you call HTC and tell them your phone has had this issue since you first got it, and ask them to DOA the device, you know that you'll definitely get a brand new phone.
my dust situation is getting worse, before i did not mine but my screen is almost blind left top coner. would warranty replace it? since it was a manufacture problem.
not sure i think so call and ask they might tell you to take to a repair center and have them fix it
I actually just received my replacement for having the same issue. It was a pain trying to get it taken care of over the phone because they kept trying to pass me off to Asurion for an insurance replacement or I would randomly get disconnected. What you need to do is call and ask to be transfered to advanced tech support to handle a warranty replacement do to dust under the screen. Once I did that It took about 10 min to get the replacement sent out. However the Whole process before that took over an hour.
Technically that is not covered under warranty, since it is not a hardware malfunction. But I'm sure if you talk to a manager they will get you a replacement.
I literally went through the hoops yesterday. I have no called but this is what went down. I went to best buy where I bought the phone, they said go to sprint, sprint said they can do nothing but charge me the repair price or go to HTC. Emailed HTC and this is the response I got back today:
"Thank you for contacting HTC! We apologize for the issues you are experiencing with your HTC EVO device and would be happy to assist. We have verified you are still within 12 month MFG warranty period however warranty coverage would depend on a diagnosis by one of our certified technicians. Please contact Customer Care at 1-877-293-0807 for explanation of repair process, a possible repair quote, and to set up an RMA for repair if desired. When and if you call please have your serial number and DEC number available so we can further assist you. These numbers can be located on a sticker inside the phone after removing the battery if unaware of where to find. Thanks for choosing HTC! Sincerely, HTC Customer Care M-F, 8am – 8pm EST
To send a reply to this message or let me know I have successfully answered your question log in to our ContactUs site using your email address and your ticket number XXXXXXXXXXXX
Sincerely,
Chad
HTC"
I explained the situation and sent them pictures of the dust. I have not called yet and after reading am a little hesitant but oh well. We'll see how this goes.
**EDIT**
I just called them and the process was pretty smooth. Got the right person, gave them my info and they sent me a confirmation email. Said about 2 weeks for them to diagnose/ship me back the phone. All in all seemed pretty easy so I guess I would suggest emailing them then calling to get this fixed up.
Hope this helps!
What about dust on the camera lens. Not the outer plastic piece, the actual lens.
Sent From My HTC Evo Using Tapatalk Pro!
HI Guys
1st
I used to had HTC Blackstone.After 1st warranty service I've received Blackstone with new touch panel and screen!!!But with death pixels more than 3!!!So it went back to Miltone Keynes service centre.After 2weeks+ I was happy owner of serviced Black100.
2nd
My HD2 is going to Miltone Keynes again after 1st warranty service.
Just day after I've received my phone
Again death pixel on screen,screen is not align in housing.
HOUSING is kind of secondhand!!! it is obviously not my!!! It has scratches on different places.
Maybe missing kapton around speaker.<--light is coming up from grid.Cool
Looks like serviced somewhere far far east you know that Communist country?!!!
For now I hate Miltone Keynes service centre.
They are trying us a stupid costumers?!!?
Lied on service explanation in both cases!!
Waisting my time!!!, their money and our green planet
Only who is profiting is UPS delivery company.
S..t happens after 1y7m on HTC I was without Phone for 1m2weeks+
PS:sorry for my funny Engl......
Yes they are shockingly bad.
My blackstone had newton rings so as I'm near them I dropped it in.
They wanted to charge me nearly £200 to repair something which in other countries they cover under warranty.
Thing is, they hadn't sent me a link to the tracking page so I only found out when I called up after 2 weeks for an update. Had I left it much longer they would have disposed of my phone without telling me.
I arranged with the call centre to be able to go in and pick my phone up but they hadn't told the repair centre so they were baffled with my arrival.
I then took the phone back to the store I bought it from for them to try and get a warranty repair, they got the phone back with a report of "no dead pixels found" when the fault report sent with the phone didn't mention dead pixels. The store offered to try again but having been without my phone for a month I wasn't keen, so they put it through as an insurance claim and I got a new phone the next morning.
UF
Uf
I feel sorry for all UK HTC underwarranty c....
Looks like it's a group of poor paid people.
Or they just traying cheat on us.
By the way It's not real HTC they are just ''official service''
Hope HTC will change it soon!!!
SO say no to Miltone Keynes service centre or be realy careful.....
One good thing about it being in the UK is UK consumer laws are pretty decent.
Merely mentioning trading standards when I was in reception got them to change their tune and go get me my phone.
Had I a spare phone I could have reported them to trading standards for not fixing newton rings under warranty when I could provide evidence that in other countries they were allowing them as warranty faults.
I hope UK law will be behind us if what New Scientist said recently is true. Apparently, touch screens have a limited life because of the manufacturing process and rare earth metals used. They said most last just 18 months but that luckily, most users upgrade before then. My screen is already losing accuracy making text input difficult. After spending £500 I expect my phone to be working for alot more than 18 months.
that sux for y'all. Can y'all not have insurance that covers this for you. In the USA I pay for the insurance through t-mobile. When my hd2 kept overheating, I bricked it on purpose (just to make sure they didn't try and say there was nothing wrong), called t-mobile, told them it wouldn't turn on. They overnighted me a phone. Didn't cost me anything except the monthly insurance fee.
DrATty said:
I hope UK law will be behind us if what New Scientist said recently is true. Apparently, touch screens have a limited life because of the manufacturing process and rare earth metals used. They said most last just 18 months but that luckily, most users upgrade before then. My screen is already losing accuracy making text input difficult. After spending £500 I expect my phone to be working for alot more than 18 months.
Click to expand...
Click to collapse
can understand how a screen might wear out if you dont use a screen protector, with one however it should last for a very long time... unless i dont understand the tech
just about warranty
this is not a tread about screen lifetime.
I just disagree withy way how guys in UK --> Miltones Keynes working.
Isurence if fine but it can't fix errors done by service centre.
Im not sure if my insurence is covering 1 second repair.
I don't know what the problem is. I had the crazy screen sensitivity issue, agged lines, random key presses.
Had the phone 9 months, called them, tried the latest ROM, same problem, sent it back, 2 weeks later it reappeared working perfectly, no problems, no scratches.
I coudn't be happier with their service.
DrATty said:
I hope UK law will be behind us if what New Scientist said recently is true. Apparently, touch screens have a limited life because of the manufacturing process and rare earth metals used. They said most last just 18 months but that luckily, most users upgrade before then. My screen is already losing accuracy making text input difficult. After spending £500 I expect my phone to be working for alot more than 18 months.
Click to expand...
Click to collapse
The great thing about the consumer rights acts is you are entitled to a reasonable length of use out of a product, so even if it comes with just a 1 month warranty and it fails after 3 months, if you can argue that it was resonably expected to last that long then the law is on your side and you're entitled to repair/replacement.
nrfitchett4 said:
that sux for y'all. Can y'all not have insurance that covers this for you. In the USA I pay for the insurance through t-mobile. When my hd2 kept overheating, I bricked it on purpose (just to make sure they didn't try and say there was nothing wrong), called t-mobile, told them it wouldn't turn on. They overnighted me a phone. Didn't cost me anything except the monthly insurance fee.
Click to expand...
Click to collapse
Insurance is for damage/loss, not breakdowns. Breakdowns should be covered by warranty/consumer protection laws, after all, if you're sold a shoddy item, why should it cost you to bring it up to the quality item you paid for in the first place?
Of course if something isn't covered by the warranty there's nothing stopping someone damaging their phone and claiming on insurance for a replacement.
Generally we have lower premiums and an excess to pay in the event of a claim, although you could find a policy with no excess but higher premiums.
Well
my HD2 is again on the way to service centre.
Let's wait for it!
I was just havig look all around my HD2 Looks like they found some used one in better contidion.Replace the sticker with IMEI an SN.-->Maybe they've put even my HW in to it.because IMEI and SN is still same----->second hand housing, screen with death pixels, sreen was't align in housing and few small s..ts.
I'll report next week hopefuly...
I'm in ...
Dear ,
Thank you for returning your phone to us for repair.
This email is to confirm receipt of your PDA/Smart phone at the HTC Service centre.
Date/Time: ../11/2010 hh/mm/ss
S/N:HT.......................
IMEI: 35......................
Please do not respond to this message this is a generic email sent from an automated mailbox.
To learn more about HTC Europe, please visit our website at www.htc.com
Note: This is an automated message - do not respond to this email address as incoming mail is not answered. If you need to contact the Call Centre, please use this link http://www.htc.com/europe/CA_Hotline.aspx quoting your unique ticket number.
CONFIDENTIALITY NOTE : The information in this e-mail is confidential and privileged; it is intended for use solely by the individual or entity named as the recipient hereof. Disclosure, copying, distribution, or use of the contents of this e-mail by persons other than the intended recipient is strictly prohibited and may violate applicable laws. If you have received this e-mail in error, please delete the original message and notify us by return email or collect call immediately. Thank you. HTC Corporation
had nothing but problems with them,weeks without my phone, then they tried to charge me!!!!!useless twats!
OrionCarl said:
had nothing but problems with them,weeks without my phone, then they tried to charge me!!!!!useless twats!
Click to expand...
Click to collapse
under the warranty?
What was explanation of service?
Never more HTC Service centre
HI everbody
So After 2nd comes 3th.
Yes my HD2 is going 1again and 2again and 3again to HTC qualified<----))) service centre Milton Keynes.in 1 month
'''''''''divece is with lines,ghost,death pixels,not responding,problem with signal,bat only for 1 day>1 pcall 15mins drain bat aprox 25%.....used to be ok before even after 2nd service.'''''''
ALL because I've had problem with Screen before first service.SH.T!!!!!
I Have no ideat want they do and for who they are working!!!!
Looks like to charge HTC TW-> more work = more money
Pleas IF you Have same Problem-s contact BBC watch dog.
-jen94ek- said:
HI everbody
So After 2nd comes 3th.
Yes my HD2 is going 1again and 2again and 3again to HTC qualified<----))) service centre Milton Keynes.in 1 month
'''''''''divece is with lines,ghost,death pixels,not responding,problem with signal,bat only for 1 day>1 pcall 15mins drain bat aprox 25%.....used to be ok before even after 2nd service.'''''''
ALL because I've had problem with Screen before first service.SH.T!!!!!
I Have no ideat want they do and for who they are working!!!!
Looks like to charge HTC TW-> more work = more money
Pleas IF you Have same Problem-s contact BBC watch dog.
Click to expand...
Click to collapse
Personally, I would e-mail HTC both UK headquarters and their Taiwan headquarters and explain how their repair service is unacceptable and is affecting their brand image as a producer of quality phones.
fred_up said:
Personally, I would e-mail HTC both UK headquarters and their Taiwan headquarters and explain how their repair service is unacceptable and is affecting their brand image as a producer of quality phones.
Click to expand...
Click to collapse
Good Idea but have you got Email adr... to HTC Headquarters??
Hi..
Just let you know my experiences of HTC & my HD2
Had a problem with the USB charging socket, it was loose/broken - the phone would no longer charge. Contacted T-Mobile UK and they asked me to send it via one of their shops for repair, which I duly did. It went to SBE in Milton Keynes (T-Mobs official repairer) who found water ingress (??) and therefore claimed the damage was OOW. So I contact SBE who agreed their report was wrong and that the damage was in fact caused by crushing or dropping (??) & was still OOW, they then returned the phone to the shop still broken.
So I emailed T-Mobs customer service and they suggested that if I was not happy (as if I would be) I should get a second opinion from HTC UK themselves and provided a phone number. I contacted them and they arranged for the phone to be collected. In the meantime I searched the web and found a few people having issues similar to mine with the USB port so I collected as much evidence as I could and printed and packed it in with the phone before they collected it, along with a letter explaining that I, and many others, did not accept that the phone was 'Fit for purpose'...
2 weeks after they picked it up, a replacement arrives on my doorstep!!!, same serial number, different IMEI and definitely a different phone. During the time that they had it they never contacted me to say what they were doing and the online repair tracker just indicated that they had received my phone.
Since I've had the phone, which is faultless, I have had 2 calls and 1 email from HTC asking me to complete a customer satisfaction form!!!
So - I think HTC UK, are, with a bit of persuasion perhaps, ... Brilliant!.. However, T-Mob won't be getting my business again...
Milton Keynes (T-Mobs official repairer) = HTC service centrum
HTC_HD2_NEW said:
Hi..
Just let you know my experiences of HTC & my HD2
Had a problem with the USB charging socket, it was loose/broken - the phone would no longer charge. Contacted T-Mobile UK and they asked me to send it via one of their shops for repair, which I duly did. It went to SBE in Milton Keynes (T-Mobs official repairer) who found water ingress (??) and therefore claimed the damage was OOW. So I contact SBE who agreed their report was wrong and that the damage was in fact caused by crushing or dropping (??) & was still OOW, they then returned the phone to the shop still broken.
So I emailed T-Mobs customer service and they suggested that if I was not happy (as if I would be) I should get a second opinion from HTC UK themselves and provided a phone number. I contacted them and they arranged for the phone to be collected. In the meantime I searched the web and found a few people having issues similar to mine with the USB port so I collected as much evidence as I could and printed and packed it in with the phone before they collected it, along with a letter explaining that I, and many others, did not accept that the phone was 'Fit for purpose'...
2 weeks after they picked it up, a replacement arrives on my doorstep!!!, same serial number, different IMEI and definitely a different phone. During the time that they had it they never contacted me to say what they were doing and the online repair tracker just indicated that they had received my phone.
Since I've had the phone, which is faultless, I have had 2 calls and 1 email from HTC asking me to complete a customer satisfaction form!!!
So - I think HTC UK, are, with a bit of persuasion perhaps, ... Brilliant!.. However, T-Mob won't be getting my business again...
Click to expand...
Click to collapse
Problem is still in guys>>>>> Milton Keynes (T-Mobs official repairer)---->IT's HTC official service centree as well!!!!
Im sure all HTC from any NetProvider must be fix in Milton Keynes anyway.
Hmm..
I did ask the question when I spoke to HTC and the guy on the phone assured me that they were not SBE, even though both addresses were in Milton Keynes..
To be fair, the addresses I had were different as was the paperwork!
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:
So I bought the Nexus 7 2012 32GB in November last year. Since then I've had nothing but problems so I'm finally deciding to send it back under the warranty.
I have light bleed (it's gotten worse over the months) and small screen lift on the left hand side, although to notice that you have to really look for it. On top of that the battery kept failing on me whilst on charge, which also seemed to be a big problem throughout, but I found guides online on how to fix that.
Now, I have my Nexus 7 and I want to get them to repair the light bleed mainly, because it really is bad. Is this covered under warranty? How do I go about sorting this out?
Also my device is rooted + flashed, how would I revert back to stock firmware and unroot it
P.S I didn't buy directly from Google, rather a high street retailer (Currys for those of you in the UK)
Bump?
Create an RMA with Asus you will then get an two emails one with the RMA number and another asking to arrange a collection with UPS (free of charge) the item will then be collected and taken to a company called Triage Services who will inspect/repair the device finally you will get another email stating when it's coming back
Took them a total of 5 days for my device to be collected/repaired and redelivered, also you need your own packaging too
To revert back to stock use Wugs toolkit http://www.wugfresh.com/nrt/ and flash a stock image https://developers.google.com/android/nexus/images#nakasi after the use the toolkit to also relock the device
I guess here's a good of place to ask of any since there's RMA talk.. Save a thread!
Just took advantage of the buy 2 get 1 free from gamestop. It was a pre-owned "scratch and scuff" sale. The roughest looking one seems to have a loose usb connection, IE move the cable towards the front, lose connection, move towards back, reconnected.
Any hopes of RMA'ing this? What are my options?
JonesL said:
Create an RMA with Asus you will then get an two emails one with the RMA number and another asking to arrange a collection with UPS (free of charge) the item will then be collected and taken to a company called Triage Services who will inspect/repair the device finally you will get another email stating when it's coming back
Took them a total of 5 days for my device to be collected/repaired and redelivered, also you need your own packaging too
To revert back to stock use Wugs toolkit http://www.wugfresh.com/nrt/ and flash a stock image https://developers.google.com/android/nexus/images#nakasi after the use the toolkit to also relock the device
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Click to collapse
You say from Asus. Call them up? Or request it from their website? Because on their website going through their RMA bit they have no option for the Nexus 7
itsmyname said:
You say from Asus. Call them up? Or request it from their website? Because on their website going through their RMA bit they have no option for the Nexus 7
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https://eu-rma.asus.com/pick_eu/pickup.aspx?country=uk&rma_form=eee_pick
JonesL said:
https://eu-rma.asus.com/pick_eu/pickup.aspx?country=uk&rma_form=eee_pick
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Sorry I didn't notice you quoted me
Regardless I rang them up, the nice lady told me she'd email me within a few hours and to reply back with a description of the problem and photo's. Did that on a Thursday (Mind you this is 28 days before my warranty runs out ) and I hadn't realised I got an email on Friday. So I rang em up again thinking I hadn't gotten a reply, the nice chap told me yep an email was sent and read out the email to me; Apparently the technician sent the reply saying can you take pictures of device with the device ON. I told the guy that the device was on, but it was just a black screen playing; that's the only way the screen bleed can be replicated on camera.
Nevertheless him and his colleague looked at it while they put me on hold for a couple of minutes and determined that it does seem to be an issue so to send it off to them. I had to request an RMA number from their RMA website but seeing as it was Friday evening that I spoke to them, I probably wouldn't get an RMA reply back til Monday, as it comes from the Netherlands. He informed me to describe the issue on the RMA form and to package the device up (not in it's original packaging) and to wait for acourier to come and pick it up on the Tuesday, that's once the Netherlands people get back to me on Monday.
So, so far so good with Asus, here's me hoping they've learnt their lesson with the freaking horror stories i've read about them all over. However it's not over yet;
I AM worried that they will try and fob me off, by sending me an unrepaired or a worse off device (which I've read has happened to lots of people) and then I won't be able to do anything about it once my warranty runs out! Where would I stand if that did happen to me (hopefully not)
My oh my Asus RMA are ****s
So they picked my stuff up on Tuesday, checked the RMA Status on their site on Wednesday and it said product not received, whereas UPS tracking showed they had received it.
Phoned up Asus, they tell me to contact the repair centre directly, which is a third party!
Anyhow phoned them up straight away, they said they do have the product it's just not been updated on the Asus site. Fair enough.
Thursday, it gets updated with Product repair is in progress.-[WF4] Wait for Customer Confirmation-Customer Induced Damage \Out-Of-Warranty. Phoned up Asus, again they tell me to contact the repair centre, run by Triage.
Phoned up Triage and they tell me that A) No fault was found and B) It's out of warranty, which was deemed by the serial number. I pointed out to her that it's not out of warranty until the end of the month, as per the receipt that I provided, and that also Asus have deemed themselves via their engineers that there is a fault once they had received photo's I had sent them. Triage lady tells me that the engineers may not have seen the receipt that I supplied, and that to email the receipt plus photos of defect to them as they cannot get them from Asus (You'd think for a computer company everything would be linked, right). So I did that straight away yesterday.
Today (Friday, 8 November) I call up Triage because the RMA status is still the say. Their closed, until Monday. Thats 3 days out of my warranty, which runs out on Monday 11 November. I call up Asus, and a very pedantic man tells me, for lack of a better word "WTF AM I SUPPOSED TO DO". I tell him, in the nicest way, that I'm dealing with Asus, as a consumer, I should not be dealing with whomever they send their repairs off to, because as their Warranty Card states that Asus are the ones who I should deal with- Logically right?
He then tells me that it is physically impossible for him to contact Triage, located in, as he put it "middle of England from an office in Scotland at 5pm on a Friday". I was flabbergasted, that nothing was internalised in their corporation and nothing systemised. Again, I pointed out to him Asus is a computer hardware/software company.
After several rhetoric back and forth he told me to contact Triage on Monday, and if they still had not sorted themselves out to phone Asus up again.
I just want my money back now (though unlikely) and I pledge never to buy Asus again
My oh my Asus RMA are ****s
So they picked my stuff up on Tuesday, checked the RMA Status on their site on Wednesday and it said product not received, whereas UPS tracking showed they had received it.
Phoned up Asus, they tell me to contact the repair centre directly, which is a third party!
Anyhow phoned them up straight away, they said they do have the product it's just not been updated on the Asus site. Fair enough.
Thursday, it gets updated with Product repair is in progress.-[WF4] Wait for Customer Confirmation-Customer Induced Damage \Out-Of-Warranty. Phoned up Asus, again they tell me to contact the repair centre, run by Triage.
Phoned up Triage and they tell me that A) No fault was found and B) It's out of warranty, which was deemed by the serial number. I pointed out to her that it's not out of warranty until the end of the month, as per the receipt that I provided, and that also Asus have deemed themselves via their engineers that there is a fault once they had received photo's I had sent them. Triage lady tells me that the engineers may not have seen the receipt that I supplied, and that to email the receipt plus photos of defect to them as they cannot get them from Asus (You'd think for a computer company everything would be linked, right). So I did that straight away yesterday.
Today (Friday, 8 November) I call up Triage because the RMA status is still the say. Their closed, until Monday. Thats 3 days out of my warranty, which runs out on Monday 11 November. I call up Asus, and a very pedantic man tells me, for lack of a better word "WTF AM I SUPPOSED TO DO". I tell him, in the nicest way, that I'm dealing with Asus, as a consumer, I should not be dealing with whomever they send their repairs off to, because as their Warranty Card states that Asus are the ones who I should deal with- Logically right?
He then tells me that it is physically impossible for him to contact Triage, located in, as he put it "middle of England from an office in Scotland at 5pm on a Friday". I was flabbergasted, that nothing was internalised in their corporation and nothing systemised. Again, I pointed out to him Asus is a computer hardware/software company.
After several rhetoric back and forth he told me to contact Triage on Monday, and if they still had not sorted themselves out to phone Asus up again.
I just want my money back now (though unlikely) and I pledge never to buy Asus again
RMA is nearly always painful after the initial period. But your experience seems extremely bad, you should not have to chase a third party. ASUS should be your point of contact.
I suggest you ask to speak to the manager next time and put in a complaint.
abdulhamid1978 said:
RMA is nearly always painful after the initial period. But your experience seems extremely bad, you should not have to chase a third party. ASUS should be your point of contact.
I suggest you ask to speak to the manager next time and put in a complaint.
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The person I spoke to told me there's nobody else above him. That's what is infuriating me, the chap was telling me how he's worked for electrical companies for 11 years and they all operate like this; I told him no, that's not what your warranty card states, it doesn't mention I have to speak to a third party- As a consumer, my deal is with you and I deal with you alone.
Will wait till Monday now and see how this plays out
Anybody have any tips? Where do I legally stand? With my warranty running out, what if they send it back to me in the same condition (or in certain cases that i've read on XDA) a worse condition, right before the end of warranty? It runs out on the 27th November!
itsmyname said:
The person I spoke to told me there's nobody else above him. That's what is infuriating me, the chap was telling me how he's worked for electrical companies for 11 years and they all operate like this; I told him no, that's not what your warranty card states, it doesn't mention I have to speak to a third party- As a consumer, my deal is with you and I deal with you alone.
Will wait till Monday now and see how this plays out
Anybody have any tips? Where do I legally stand? With my warranty running out, what if they send it back to me in the same condition (or in certain cases that i've read on XDA) a worse condition, right before the end of warranty? It runs out on the 27th November!
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Click to collapse
As far as I am aware if they return the tablet and the original fault is not fixed your warranty will still cover you after 27th November.
So I spoke to Triage first thing today- the lady tells me that they have received the email with the receipt and defect pics- the senior engineer will have a look at it and to call back Wednesday. Thank goodness Triage aren't as incompetent as Asus (so far)
Last week, after being told 2 days in a row that I'll get a call back from Traige, which didn't happen, I decided to call them up on Friday before they closed. The lady was only able to repeat the same words to me "No fault has been found, the engineers have put it through extensive testing". After being frustrated with her, I spoke to Asus and the man told me OK we'll get back to you within 3 working days; Which obviously excludes weekends. So in reality I'd have to wait 5 days, all the while my warranty runs out. They assure me the RMA starts from the moment they issue the RMA, regardless of how long they keep it for. That's not what I'm worried about, What I am worried about is that they may send me my device back unrepaired which is a common thing I've seen on the web Asus do and by then it'll be too late to RMA it again (due to my warranty running out on the 27th of November).
Anyhow I received an email on Monday from Asus saying they will get hold of the repair centre on behalf of me ASUS SHOULD BE DOING THAT IN THE FIRST PLACE!!
I've had enough, I will call tomorrow and I hope to God it's god news. I don't even want the device back, just please refund me my money
UPDATE;
Got an e-mail from Kiona on the 21st, after sending her a very firm email the night before.
The email read "Please be informed that the repair centre indeed replied that they were unable to find a fault with the screen itself but that it was common for this to happen when the battery on the tablet is low.
We are checking internally in order to advise you accordingly. Kindly note that I am personally following up on your case and we will not stop before this issue is sorted out. It would be helpful though if you can provide me a picture of the issue?"
Replied back with the pictures (second time I'm having to email Asus the pictures, 3rd time inlcuding Triage). Got a reply back on Friday (22nd) from another woman saying thanks for the pictures we will investigate this further internally.
Referring back to the original email- How can the repair centre claim light bleed only occurs when there is low battery, and it's common?!? Surely that's a defect on its own, hence fault being found despite them claiming no fault found!
UPDATE;
Got an e-mail from Kiona on the 21st, after sending her a very firm email the night before.
The email read "Please be informed that the repair centre indeed replied that they were unable to find a fault with the screen itself but that it was common for this to happen when the battery on the tablet is low.
We are checking internally in order to advise you accordingly. Kindly note that I am personally following up on your case and we will not stop before this issue is sorted out. It would be helpful though if you can provide me a picture of the issue?"
Replied back with the pictures (second time I'm having to email Asus the pictures, 3rd time inlcuding Triage). Got a reply back on Friday (22nd) from another woman saying thanks for the pictures we will investigate this further internally.
Referring back to the original email- How can the repair centre claim light bleed only occurs when there is low battery, and it's common?!? Surely that's a defect on its own, hence fault being found despite them claiming no fault found!
Hello guys!
I have a N7 2013 LTE and I have no signal after a month. I would like to RMA it, but I cant find any info on Google Play how to do this if I bought it from UK Gplay. This Asus site linked here is what I need? https://eu-rma.asus.com/pick_eu/uk/
Nexus5 X Tapatalk Pro
thefiqs said:
This Asus site linked here is what I need? https://eu-rma.asus.com/pick_eu/uk/
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Click to collapse
Yep. This site what we need! There is the application form link. Just fill the form and they will send you the instructions by email. Cheers
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