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.
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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.
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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?
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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.
Hi, I had my Nexus One for about 4 weeks when I discovered dust under the screen. I rang the service centre who said because my phone was over 2 weeks old I couldn’t have a replacement only a repair. I sent it in for repair and it came back a week later.
I checked the phone over and it looked fine. Then 3 days later I noticed that the dust had come back again. Naturally I was very unhappy as the repair was obviously not carried out correctly or there was a fault with phone.
I then contacted the service department again to tell them I was very unhappy with the repair and what could I do to escalate the issue. I was told by Lee after he had spoken to an escalations manager that I could have a doorstep exchange. That was supposed to happen on the Wednesday.
I waited in all day for the replacement and it never arrived. I rang the service department again to ask where my phone was and was told that a doorstep exchange was not available in the UK and should not have been promised to me. They said that I had to send the phone in again for repair. I explained to them that I was not happy with the service I was getting and that I wanted to take it further. All they could offer was to have the phone looked at again and see if they could replace it.
So I sent it in again for repair and after they had had it for 4 days I rang to see what was happening as I had heard nothing. I was told that I could have a brand new replacement phone and I would receive it Friday. It came Friday and I was happier now I had a phone without dust under the screen. That was until I used it when the lighting in the room was low. I then noticed that the soft key lights were not illuminating. I really could not believe this from a supposedly brand new phone.
So yet again I rang the service department explained my problem to Sebastian and he said that the service I had received was not good enough and he would pass it onto his escalations manager and that he would ring me Monday morning which is today. He didn’t ring Dominic did and said that my phone would have to go for repair again.
At this stage I am now that fed up with the whole thing I could not be bothered arguing anymore, as over the weekend the phone had got dust under the screen just like my last one had. So today I am sending my phone in again. It also means that the service centre has had the phone longer in their possession than I have had since owning it.
I like the phone just not the quality of the build of it and also the outcome of service from the service centre.
I would like someone to contact me and explain why I have had so many problems and also insurance that I will have a working phone eventually.
johnboywilson said:
Hi, i had my Nexus One for about 4 weeks when i discovered dust under the screen. I rang the service centre who said because my phone was over 2 weeks old i couldnt have a replacement only a repair. I sent it in for repair and it came back a week later. I checked the phone over and it looked fine. Then 3 days later i noticed that the dust had come back again. Naturally i was very unhappy as the repair was obviously not carried out correctly or there was a fault with phone. I then contacted the service department again to tell them i was very unhappy with the repair and what could i do to escalate the issue. I was told by Lee after he had spoken to an esculations manager that i could have a doorstep exchange. That was supposed to happen on the Wednesday. I waited in all day for the replacement and it never arrived. I rang the service department again to ask where my phone was and was told that a doorstep exchange was not available in the UK and should not have been promised to me. They said that i had to send the phone in again for repair. I explained to them that i was not happy with the service i was getting and that i wanted to take it furthur. All they could offer was to have the phone looked at again and see if they could replace it. So i sent it in again for repair and after they had had it for 4 days i rang to see what was happening as i had heard nothing. I was told that i could have a brand new replacement phone and i would receive it Friday. It came Friday and i was happier now i had a phone without dust under the screen. That was until i used it when the lighting in the room was low. I then noticed that the soft key lights were not illuminating. I really could not believe this from a supposedley brand new phone. So yet again i rang the service department explained my problem to Sebastian and he said that the service i had received was not good enough and he would pass it onto his escalations manager and that he would ring me Monday morning which is today. He didnt ring Dominic did and said that my phone would have to go for repair again. At this stage i am now that fed up with the whole thing i could not be bothered arguing anymore, as over the weekend the phone had got dust under the screen just like my last one had. So today i am sending my phone in again. It also means that the service centre has had the phone longer in their possession than i have had since owning it.
I like the phone just not the quality of the build of it and also the outcome of service from the service centre.
I would like someone to contact me and explain why i have had so many problems and also an insurance that i will have a working phone eventually.
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HOLY SH!!!!!!
Ever heard of PARAGRAPHS?
Im sorry to hear this bro :-( that's sad how customer service was handled very poorly. That's one heck of a luck you got.
@Paul LOL you think after all this guy has been through, he cares bout paragraphs? I probably be typing with CAPS.
Paul22000 said:
HOLY SH!!!!!!
Ever heard of PARAGRAPHS?
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haha agreed... i had to follow along with a finger..
in any note.. my debacle is this... had everyone gotten the N1 for say the upgrade price of 179, would there be as much commotion over things. I think part of the unhappiness comes from spending so much on such a fine piece of tech. Dont get me wrong i agree with the OP 100% and would be just as ticked off, but I think that there comes a time when it is fine to say, screw this, just tell me what I need to do in order to make you guys work for my benefit.
let us know how the situation pans out.
you are not the only one here... i got dust, and sent to be replaced. then, the same one came back.. whats worse, the phone rattled. so, i sent it back for refund. heard nothing from them during the following 10 days after the delivery was made. i called back. they told me the phone was lost. FTW. the only solution they have now is ESCALATION...
Still waiting..
Hope you get a resolution soon.
Just out of info where are you returning the phone to? Are the service centres in the UK?
Sorry it was paragraphed in my original email. Had to copy and paste into note pad and forget to check it before posting.
I really only posted to see if anyone else had as many issues as i did.
Yes i could very nearly have typed it all in CAPITAL LETTERS!!! I was mad..
redmongoose said:
Hope you get a resolution soon.
Just out of info where are you returning the phone to? Are the service centres in the UK?
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Yes UK Milton Keynes.
palosjr said:
haha agreed... i had to follow along with a finger..
in any note.. my debacle is this... had everyone gotten the N1 for say the upgrade price of 179, would there be as much commotion over things. I think part of the unhappiness comes from spending so much on such a fine piece of tech. Dont get me wrong i agree with the OP 100% and would be just as ticked off, but I think that there comes a time when it is fine to say, screw this, just tell me what I need to do in order to make you guys work for my benefit.
let us know how the situation pans out.
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Yes this is the first time i have bought a phone out of conract.
Maybe i have learnt a lesson!
w00yee said:
you are not the only one here... i got dust, and sent to be replaced. then, the same one came back.. whats worse, the phone rattled. so, i sent it back for refund. heard nothing from them during the following 10 days after the delivery was made. i called back. they told me the phone was lost. FTW. the only solution they have now is ESCALATION...
Still waiting..
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Oh crickey, i feel a little better now reading your post..
Do you by any chqnce have a picture of the dust under the screen? Id really like to see what this is all about
Check here:
http://forum.xda-developers.com/showthread.php?t=613115
johnboywilson said:
Hi, i had my Nexus One for about 4 weeks when i discovered dust under the screen....
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Holly sh..* I would start to hate this phone ..actually, after that I don´t even dare to search for any dust .....
JoshHart said:
Do you by any chqnce have a picture of the dust under the screen? Id really like to see what this is all about
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Its away for repair again!
w00yee said:
you are not the only one here... i got dust, and sent to be replaced. then, the same one came back.. whats worse, the phone rattled. so, i sent it back for refund. heard nothing from them during the following 10 days after the delivery was made. i called back. they told me the phone was lost. FTW. the only solution they have now is ESCALATION...
Still waiting..
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Click to collapse
I'd be disputing the purchase charge with my card issuer if I were you!
I had a similar issue. i tried purchasing aNexus with my Paypal Card but since it was over $500, it was declined by paypal since i had some limitations!
then i used my bank accounts debit card and tried to purchase the phone again, the shopping cart showed me 1 Nexus one phone. very good, i went through with the purchase and a few hours later i receive an automatic email stating the first purchase has been re initiated since the card was changed.
So now i had purchased 2 phone after various emails and complains, the only solution they told me was to send one of them back without opening it. and so i did. a max of 14 days was expected for the refund.
i called Several times in between those days ad said the payment should be coming soon, 16 days passed and nothing so i called again and sent google and email and i received a refund of $521 and not the $560 i paid. i emailed google and told them that the item was never opened and they told me i would get charged for restocking fees either and that it was never my fault to have purchased 2 phones rather than one.........
2 weeks later i receive the remaining refund of $40. a total of 1 month to get everything settled and i AM NOT RICH TO HAVE $600 taken for that long of a time.....
Not to mention, the other phone which i kept had the dust issue too, sent it back and received a brand new one cuz it was under the 14 days. but it had the same dust issue too. i just decided to keep it and every once in a while i get a piece of computer paper or note cards and clean it with it! YUP! thats what i do. UGhhhhh
Rusty! said:
I'd be disputing the purchase charge with my card issuer if I were you!
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Well thats another story which i dare not go into
minogue said:
I had a similar issue. i tried purchasing aNexus with my Paypal Card but since it was over $500, it was declined by paypal since i had some limitations!
then i used my bank accounts debit card and tried to purchase the phone again, the shopping cart showed me 1 Nexus one phone. very good, i went through with the purchase and a few hours later i receive an automatic email stating the first purchase has been re initiated since the card was changed.
So now i had purchased 2 phone after various emails and complains, the only solution they told me was to send one of them back without opening it. and so i did. a max of 14 days was expected for the refund.
i called Several times in between those days ad said the payment should be coming soon, 16 days passed and nothing so i called again and sent google and email and i received a refund of $521 and not the $560 i paid. i emailed google and told them that the item was never opened and they told me i would get charged for restocking fees either and that it was never my fault to have purchased 2 phones rather than one.........
2 weeks later i receive the remaining refund of $40. a total of 1 month to get everything settled and i AM NOT RICH TO HAVE $600 taken for that long of a time.....
Not to mention, the other phone which i kept had the dust issue too, sent it back and received a brand new one cuz it was under the 14 days. but it had the same dust issue too. i just decided to keep it and every once in a while i get a piece of computer paper or note cards and clean it with it! YUP! thats what i do. UGhhhhh
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Oh god im hearing some stories now ive posted this!
I have another story regarding the buying of it which is also a nightmare
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.
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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
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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.
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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.
Anyone got recent experience of the repair service in UK?
Have just send my HD to have the touch screen repaired only to find out that their repair center is not good.
Any experiences?
Rob.
I just recently sent mine back. They returned it with the same fault I sent it in for. All they did was a factory reset.
This sounds familiar, I sent my wife's desire back 3 times with speaker noise. Came back reset every time with the same problem. After many phone calls and a letter to the CEO we were contacted by a Regional Customer Care Manager who again was worse than useless. Stand your ground as HTC policy is to replace phones after 3 failed attempts to repair the same fault. Hope this is useful.
I quoted the sale of goods act to Phones4U that states the retailer is liable for repairs, etc... I got a replacement sent out in 3-4 days.
I have the number of the Written Complaints Team of Phones4U if anyone needs it. I didn't write to them.
andyharney said:
I just recently sent mine back. They returned it with the same fault I sent it in for. All they did was a factory reset.
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Same experience.
Sent from my Desire HD using XDA App
Although IANAL as Andy states in the UK your contract is with the retailer not the manufacturer, so it's the retailer who is required to sort the problems out, they can ask you to deal with the manufacturer direct BUT you are not obliged to do so.
They all get sent to HTC anyway and because Carphone Warehouse are doubly useless I chose to send mine to HTC direct.
I got my phone back within 3 weeks. I have no idea if they fixed it or not because they neglected to return my battery. I have now been waiting for a week for HTC to get stock back in again.
Shambles.
I really feel for you fellers as I've been on the arse end of rubbish repair service with a SONY, NOKIA & Phones4U in the past. My son's wildfire just came back from the UK repair centre & I have been absolutely amazed atwith all of it. From the inital call to the return of the phone - for a non working screen - 3 days, 3 days! Received this AM & so far all seems as it ought to be. Maybe I got lucky (& I do hope this positive post doesn't snap back & bite me on the butt) but I can't complain at all.
(That's killed it, I just know I've opened a world of pain for meself now )
Oh & I hope all you experiencing bad service really do get your stuff sorted to your satisfaction asap.
My first Desire HD bricked itself doing an OTA update, so I sent it back. I say "sent"... here's a rough timeline:
Monday @ 9am approx. - Called HTC
Monday @ 2pm approx. - Phone was picked up by courier!
Thursday - Received email to say the phone was fixed and was on the way back.
Monday @ 12 approx. - Received phone back from courier.
Bear in mind the Friday and second Monday were public holidays, so on a normal week I would have had it back on the Friday I think. As for the repair, they replaced the mainboard, shell and battery were original. I checked the hardware IDs etc, but HTC also confirmed the board replace when I called them.
All in all, I was quite satisfied. The only improvement would be to offer while you wait service by travelling to Milton Keynes and being in person.
That's pretty good. Far better than I received, here's my timeline.
Wk1 - Friday @ 10AM - Contacted HTC (Vibration Motor Failure) - Advised of 20+ days turnaround time due to repair centre re-location.
Wk2 - Tuesday @ Daytime - Handset picked up.
Wk3 -
Wk4 -
Wk5 -
Wk6 - Thursday @ 4PM - Contacted HTC to see where my handset was. Advised they had it and an engineer will look at it ASAP.
Wk7 - Tuesday @ Daytime - Courier returns handset. No notice given, luckily I had the day off.
Wk7 - Tuesday @ Daytime +1 - Contacted HTC - No repair made, vibration motor still faulty. Firmware updated to 2.36.405.8 - Advised of 20+ days turnaround, etc...
Wk7 - Tuesday @ Daytime +2 - Contacted Phones4U - Explained situation, got nowhere, reminded them of their responsibility under the Sale of Goods Act. "they are liable for repair, repair made in a reasonable timeframe, etc...." passed to "Written Complaints Team" they agreed with shocking turnaround and arranged a replacement.
Wk7 - Friday @ 10AM - Courier delivered brand new Desire HD.
Wk8 - Wednesday @ 9AM - Courier picked up faulty Desire HD.
Wk9 - Wednesday @ Daytime - Cheque of £50 through the post as compensation for my troubles. (I did not ask for this).
Daz555 said:
They all get sent to HTC anyway and because Carphone Warehouse are doubly useless I chose to send mine to HTC direct.
I got my phone back within 3 weeks. I have no idea if they fixed it or not because they neglected to return my battery. I have now been waiting for a week for HTC to get stock back in again.
Shambles.
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Click to collapse
Yes agreed, but you are absolving them of responsibility by going it alone, which may make life more difficult for you in the long run.
Here is the reason I'm getting worried:
http://www.theregister.co.uk/2011/05/18/htc_failed_support/
The phone cost so much in the first place that I figured it best to get it sorted as soon as.
All the posts I logged about not being able to allow apps root etc, turns out it was the touch panel the whole time.
Since December when i got the phone I was thinking it was just me
I dropped it into a Vodafone Ireland shop so if it gets lost or comes back with the same fault, at least I will have someone to argue with.
Am back to using my old Omnia i900. Man is this thing a donkey. Hope my HD makes it back to me soon in one 100% working piece.
To those who have rooted their device and needed repair, do you need to unroot and S-on your device before sending?
nm8 said:
To those who have rooted their device and needed repair, do you need to unroot and S-on your device before sending?
Click to expand...
Click to collapse
It wouldn't do you any harm, but in the UK at least they can't decline a hardware warranty claim because you've rooted
I just ran the stock RUU over mine before returning it.
11 days ago HTC emailed me to advise they had dispatched a new battery......guess what.......yep, nowt.
They were also delighted to inform me that they had dispatched an 8GB mSDHC card by way of compensation........genius. We had actually agreed on a 16GB card. Either way it has not arrived anyway.
Utter shambles from start to finish.
Just got a call from Vodafone to say my phone had come back from repair.
Going to head out and get it shortly. Will be interesting to see if its actually fixed.
I had a bad experience.. took them 45 days to sort out my phone.
It was sent in due to a camera blur, it blurred the right hand side. I got told it will be 5 working days... These days came and went, so I called them up, to be told it is on the priority list, which means it will be sent out asap (a couple of days). This time period came and went. Long story short, they kept telling me my phone will be sent out in the next couple of days, when really it was sat there waiting for a new camera to be delivered from Taiwan, which I found out about 30 days in.
In the end, I quote the sales and goods act, and pointed them to the direction of their terms and conditions, which state that in a delay, either party must notify the other, but they never notified me. And the Act which stated that a repair must be done in a reasonable time frame, else a replacement product must be issued.
After I sent them off a letter stating this, I had an email reply saying that my phone will be with me by next wednesday, which also came and went... on the Thirsday they rung me up, telling me a new, boxed HTC Desire HD will be sent out to me, I got that on the Friday. Makes me wonder why they didn't save time with all this messing around, read their own terms and conditions, plus check out the law before they built a repair centre!
Overall, I was glad I had a brand new phone, but annoyed with their level of service, and lack of answers. I even had Orange ringing them up requesting my phone be returned to be as they had broken the law.
Matt
Just been to collect the phone and just as well i tested it in store.
Still not fixed. All they did was reload the software!
So, its off for another repair now with alot more details added to the description.
Exactly what they did to mine, I don't understand the thought process of these "Engineers/Technicians". Repair notes state,
"Faulty Vibration Motor: Does not vibrate / distinct scratching noise when supposed to vibrate".
Somehow updating the software to 2.36.405.8 will fix an obvious hardware fault?
This afternoon my DZ decided to die. I checked the phone and then 10 minutes later went to ring my wife and... nothing, phone wouldn't respond to the power button. I whipped out the battery and left it out for 2 minutes but still nothing.
I have since tried plugging in the charger and again nothing, not even the orange charging light. Tried leaving the battery out for 1/2 hour and removing the memory and sim cards and even plugging in the charger with the cards and battery removed, but still nothing.
looks like it's serious.
I have had the phone 11 months, I got it from a little shop (well booth really) that was branded as HTC in the local Westfield shopping centre. The little shop has now disappeared. The phone is sim unlocked and not tied to a carrier. When I dug out the receipt it is in the name of a company called Westcoast Mobile. They have a website (www.westcoast.co.uk) but they seem to be a rather diverse company but not one that sells phones to the public.
Consequently I was planning on calling HTC on Monday to see if I can get the phone sent off for repair. Does anyone know if I'm likely to have problems with HTC or will they be happy to help me?
In the mean time I have dug out my trusty HTC Typhoon which is currently synching my email and charging up. Old phone but it does the job and I love the size and shape of it.
HTC warranty is one yr. Should be ok. I bought mine used so I always fixed mine myself. But you bought yours new.
Sent from my SGH-T989 using xda premium
My suggestion is this:
Try buying a new battery , maybe it will fix the problem
Also if the phone will be recovered , take care of this with buying a new silicon case or something like this. Today my DZ cashed by up to 2M and nothing problem , sceen perfect i got luck.
Also i add if you realy love the phone , and the repair cost is to much , buy one used on ebay like me. I have bought one for 220€ @ 170£ , with 23months of guaranty and it's perfect.
Good luck mate
The Westcoast in your link is a big computer reseller, almost certainly nothing to do with a guy with a mall booth selling mobiles
Sent from my Desire Z running CM7.
steviewevie said:
The Westcoast in your link is a big computer reseller, almost certainly nothing to do with a guy with a mall booth selling mobiles
Sent from my Desire Z running CM7.
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Click to collapse
I'm wondering whether they had some sort of tie in with HTC as the booth was completely branded as HTC anad they were selling sim free phones on any network.
I got a phone from them because:
1. They had the DZ and I could have for free by renewing my contract with O2.
2. The sales bloke could string a sentence together unlike the fool in the O2 shop.
trundlenut said:
This afternoon my DZ decided to die. I checked the phone and then 10 minutes later went to ring my wife and... nothing, phone wouldn't respond to the power button. I whipped out the battery and left it out for 2 minutes but still nothing.
I have since tried plugging in the charger and again nothing, not even the orange charging light. Tried leaving the battery out for 1/2 hour and removing the memory and sim cards and even plugging in the charger with the cards and battery removed, but still nothing.
looks like it's serious.
Consequently I was planning on calling HTC on Monday to see if I can get the phone sent off for repair. Does anyone know if I'm likely to have problems with HTC or will they be happy to help me?
Click to expand...
Click to collapse
I'm a Brit too and I had a pretty similar issue just a few months back. The bizarre part is I wasn't even doing anything "risky".
Get in touch with HTC ASAP. They were really good to me.
I contacted them via their website (you'll need the serial number/IMEI). Very polite and helpful responses and offered courier pickup for mainland UK addresses.
Didn't take long at all for a repair, and I believe it was back with me in 2-3 days.
I can't speak for their phone support, other than that they called me to check if the phone was still working okay and asked if they could close the ticket. An unexpected touch, but appreciated.
Motorola barely lifted a finger for me when dealing with my MS2 issues... but that is another story.
Since you have the receipt, you should be fine. Again, just get in touch!
I warn you, it will most likely come back with gingerbread like mine did, but you can still downgrade and root (if you so choose) using the guides on here.
PhoenixTank said:
I'm a Brit too and I had a pretty similar issue just a few months back. The bizarre part is I wasn't even doing anything "risky".
Get in touch with HTC ASAP. They were really good to me.
I contacted them via their website (you'll need the serial number/IMEI). Very polite and helpful responses and offered courier pickup for mainland UK addresses.
Didn't take long at all for a repair, and I believe it was back with me in 2-3 days.
I can't speak for their phone support, other than that they called me to check if the phone was still working okay and asked if they could close the ticket. An unexpected touch, but appreciated.
Motorola barely lifted a finger for me when dealing with my MS2 issues... but that is another story.
Since you have the receipt, you should be fine. Again, just get in touch!
I warn you, it will most likely come back with gingerbread like mine did, but you can still downgrade and root (if you so choose) using the guides on here.
Click to expand...
Click to collapse
Thanks for that, it gives me a bit more confidence. It's just annoying the phone was in my pocket in a sleeve for 15 minutes and it just died.
Well I rang them on Monday morning, at first they wanted to send me a new battery but I pointed out it didn't do anything without the battery when you plugged the charger in. The bloke had to check with his supervisor then came back and said "let's arrange to pick the phone up". I had to email them a copy of the receipt from when I bought the phone and that was that.
They emailed me a form and a label, I boxed up the phone and a courier picked it up Tuesday afternoon. Pretty straightforward really.
Just waiting to hear that they have the phone now.
Got the phone back this morning, so exactly 7 days from calling HTC to having a working phone again. I think that is pretty good service.
Seems like the problem was pretty terminal as the phone has returned with a new IMEI and according to the paperwork with the phone it has had the "PCBA" and "flash board" replaced.
The phone even came in a little box with "I'm back" printed on it.
Sounds great ! Was that all free, under warranty ?
Sent from my Desire Z running CM7.
steviewevie said:
Sounds great ! Was that all free, under warranty ?
Sent from my Desire Z running CM7.
Click to expand...
Click to collapse
All free, didn't cost me a penny.
The bloke I spoke to at HTC told me I had a two year warranty after he had spoken with his supervisor.
Is that two years from the purchese date or the repair date (as in did they extend the warrenty for you)
It will be 2 years from the purchase date. The paperwork with the phone when it comes back says something along the lines of you don't get any extra warranty after the repair date.
Sent from my HTC Vision using XDA App