Related
Last week I had a bad experience with Imate.com call centre “Mahhamod Hamdam” was swearing about me whilst he thought I was on hold, I wasn’t, I heard everything he said.
I had a broken Jasjar and had been trying to be in contact with someone for over two weeks and was near tears.
Luckily I was accelerated to Imate’s Australian office where I was handled correctly and my device was replaced in a gesture of goodwill.
Though I did not like the run around and being sworn at ( plus the stomach ulcer) there is a silver lining:
I am currently writing some consumer recommendations for their website, e.g. contact support online is a joke, their email address isn’t promoted correctly……… If there is anyone who would like to give Imate some suggestions for improvement, this is the time, I will collect the results and email it to an Imate official who is open to suggestions and has the power to implement them.
Now is your chance to be heard!
Email suggestions to [email protected] as well as upload them to this thread for everyone else to see
Cheers and thank you for your kind support.
Hello Joshua,
I have been given this address in the hope to have some improvements on the after sales service of your devices...I write you from Italy where I have bought 2 devices from I mate a Kjam and after a JasJar.
I first tell you that the competiton here with Qteck is strong, its price is lower but the decision I made to take an Imate was for its supposed after service sales and responsivness of the tech staff....if you spend more than 1400 € on devices which you use to work with, this is an important factor of selection I believe.
I am very happy with the 2 devices and I do not protest again problems or flaws they might have..this is technology this is accpted at least by me....what I kindly ask you to consider is how to help people who needs help with these devices. here some suggestion:
1)The online service does not work...or it works very little. The chances to get an operator are almost similar to win a lotery; right now I was posting a question after numerous attempt I get an operator , he answered me , I replied.....silence SESSION TIMEd OUT!! ....in my opinion you can take this service out and leave the VERY good email service...everytime I needed a help it worked perfect and quick...you can improve this by taking out resources from the online service b and form more technicians....there is nothing more disturbing than having a promise on something that eventually doesn't work!
2) Why not putting up an online service over the phone ? I had Palm before , in evry Country they had this service.You need to buy a card ( 10-15 €) and you have enough time t speak and explain your proble to "someone", if you have urgency matters...do not forget most of this people use these device to work!!!
3) I am in Italy. I do not know what happens if something goes wrong with my devices....shall I have to send it back to ....? no help in the imate site where to lovcate it .
4) More technical info available, please...I give you an example...I could not get MMS on my device...the online service told me to contact the service provider Vodafone that I did...they told me aftr numerous chat, converstaions, attempts, that it was a known issue that Imate was not working with Vodafone Italy.....strange enough!! I wrote to the technical imate dept, they sent me by email 4 pages of better expalnation on how to unable MMS service ( that is not EVIDENT AT ALL and not written in the manual provided wuth the device) and voila the thing flyes now over MMS.....Joshua, more documentation....I could , I would use VPN but I do not know how to handle it...more open literature on line would be of grea help.
I hope these can be at least read and if possible taken into consideration.
Have a good day.
Hello,
I've found club i-mate annoying. I run a small consulting company and we use several i-mate phones (rebranded and provided by a local carrier). I've tried to register some of these on club i-mate but keep being told the IMEI numbers are not valid (despite them being new and from a local carrier, T-mobile).
The club i-mate site is very difficult to use if you are not a member (a catch-22 in my situation) and location of email addresses/phone numbers bery difficult. It gives the impression that the company wants to have the benefit of selling the devices and increasing market penetration without the bother of having to actually deal with people who have bought them.
Hope you your dealings with HTC produce results,
Michael
greetings people, I have implemented a few changes on the Imate.com website.... there is now a jasjar forum.
I was disapointed on the reply though, please post a few more suggestions in the next couple of days and I will make sure they get to the right ppl
waaranty
I agree with the following they should offer a structured level support. I had to contact them over and over it took me 3 days to get a resolution(turn it in for service) from the maunfacture and now they tell me that my device should have been serviced, however the service center topps says they can't get supplies. Imate says that the parts are comming in. I was promised 2 times that my device would be ready and now they wont return my emails. I have a 12 month warranty and my phone will take 1 month to fix? This isn't right.
Problems with jas jar
Please find copy of email sent to Imate repair centre and expansys Uk, after my frustrating telephone calls to expansys. No answer as of yet.
Dear sirs,
I have recieved a Imate JASJAR back from I-mate repair centre today.
They have had the product for 40 days.
The JASJAR has been returned with an IMEI sticker cut out and placed over the original sticker.
The screen is in Arabic and English.
I have tried to do a hard re-set but the setting shows Vodaphone Bahrain or Kuwait.
I cannot get an answer from the Tel 0870 2000995 (I-mate repair centre).
I have spoke to expansys about my dissatisfaction and requested a replacement item. I have been informed that it is nothing to do with expansys and I have to return the JASJAR back to the I-mate repair centre.
I understand that products do go wrong from time to time but the above shambles leaves me with no faith in Expansys or I-Mate repair centre.
To be told by expansys that they do not have to conform to the sale of goods act is disgraceful.
I therefore request a re-fund on the product within the next 7 days. I am passing a copy of this letter to our solicitors with a view to compensation and to Vodafone and our local trading standard officer.
Please find below items from the sales of goods act.
FACTSHEET and Frequently Asked Questions (FAQs)
Subject: Sale of Goods Act, Faulty Goods.
Relevant or Related Legislation: Sale of Goods Act 1979. Supply of Goods and Services Act 1982. Sale and Supply of Goods Act 1994. The Sale and Supply of Goods to Consumers Regulations 2002.
Key Facts:
• Wherever goods are bought they must "conform to contract". This means they must be as described, fit for purpose and of satisfactory quality (i.e. not inherently faulty at the time of sale).
• Goods are of satisfactory quality if they reach the standard that a reasonable person would regard as satisfactory, taking into account the price and any description.
• Aspects of quality include fitness for purpose, freedom from minor defects, appearance and finish, durability and safety.
• It is the seller, not the manufacturer, who is responsible if goods do not conform to contract.
• If goods do not conform to contract at the time of sale, purchasers can request their money back "within a reasonable time". (This is not defined and will depend on circumstances)
• For up to six years after purchase (five years from discovery in Scotland) purchasers can demand damages (which a court would equate to the cost of a repair or replacement).
• A purchaser who is a consumer, i.e. is not buying in the course of a business, can alternatively request a repair or replacement.
• If repair and replacement are not possible or too costly, then the consumer can seek a partial refund, if they have had some benefit from the good, or a full refund if the fault/s have meant they have enjoyed no benefit
• In general, the onus is on all purchasers to prove the goods did not conform to contract (e.g. was inherently faulty) and should have reasonably lasted until this point in time (i.e. perishable goods do not last for six years).
• If a consumer chooses to request a repair or replacement, then for the first six months after purchase it will be for the retailer to prove the goods did conform to contract (e.g. were not inherently faulty)
• After six months and until the end of the six years, it is for the consumer to prove the lack of conformity.
Q2. Do I only have rights for 30 (or some other figure) days after purchase?
No. Depending on circumstances, you might be too late to have all your money back after this time, but the trader will still be liable for any breaches of contract, such as the goods being faulty. In fact, the trader could be liable to compensate you for up to six years.
PAN
lack of PAN bluetooth network possibility in WM5 roms.
I tried using the forums in the past, they were useless and totally uninformative.
The online help was pathetic "couldnt find anybody", then every subsequent attempt states that the capability has timed out.
The support people when I did get through once said that they would forward information to me, which they never did.
I would suggest in your forums that you just post a link back to this site, it is a lot more helpful, and a lot more informative than yours.
I would also suggest that you provide clear time frames for patches and fixes, rom updates etc so that we know what and when. If you make a commitment to a date, you do it, you dont refuse to publish a date so that times can slip and slip and slip away with buyer confidence constantly dwindling.
During the massive period between ROM updates, I think you should be able to release quicker smaller patches of bugs that are obvious.
I find this statement on your website totally misleading...
Under Investigation
Playback of video clips in full screen mode in Media Player will not stretch to fill the screen.
Why dont you all acknowledge (seeing as this was published immediately back in October over 6 months ago), that you are not investigating, that this sucks and we are stuck with it.
Further
• The Skype™ logo may take a few seconds to load the first time that the Programs menu is viewed.
This is a real real pain in the ass, a few seconds is a joke, as soon as you scroll down to that icon, wham wait and wait and wait, painful and I am sure a quick patch could fix this, I believe users of this forum have already fixed it.
and for that matter, all the others.... at what point do you stop investigating and start fixing? How about putting some dates beside each and state these will be fixed by.....? Then list all the others that you have absolutely no intention of fixing at all.
Fix the battery please.... we want our clock back. I have already had to download and install a fix from this website to remedy your two line today screen plug in down to one very narrow line. But I dont want that, I want my clock back.
If you are going to insist on a battery icon, how about one that has a little bit more scale than Full, nearly less than 3/4 full, and empty!!
How about a VGA screen? Rather than advertising one, then not actually enabling and using it. If people can download and hack, why not you guys with all your resources and the capabilities and support of the team.
I simply do not understand why the users of this fourm can do what your organisation cannot.
Battery is now running low, will be back with more.
re VGA
look here
http://forum.xda-developers.com/viewtopic.php?t=47088
Now why cant you guys do and support this sort of simplicity.
You do advertise a VGA device dont you!!!
firebutice said:
Hello,
I've found club i-mate annoying. I run a small consulting company and we use several i-mate phones (rebranded and provided by a local carrier). I've tried to register some of these on club i-mate but keep being told the IMEI numbers are not valid (despite them being new and from a local carrier, T-mobile).
Michael
Click to expand...
Click to collapse
T-Mobile get their kit direct from HTC, as do most operators. If it isn't branded i-mate then it isn't an i-mate. It may be the same device but you can only expect support off i-mate, qtec, dopod, O2, T-Mobile, etc etc if it is actually branded as being their incarnation of the HTC model.
oh yeah, the other thing that really really really annoys me, your camera function will not:
1. Extend to the full size of the screen during video view finder. When I emailed Imate they said it would be fixed in later releases. But it isnt even on the website as being under investigation. Trying to get that camera video to work in an itsy bitsy teeny weeny poka dot screen is a joke. I love the videos, but hate the view finder. It can be related to the camera itself, the pictures take in full screen just not the videos.
2. Will not allow pictures to be taken in portrait mode.
3. Has totally appalling resolution. I have a 2 mega pixel camera, and compared to the 2 mega pixel of the phone it is about 1000 times better in quality, clarity, resolution, and colour depth.
i dont see much feedback from "being heard"
suppose it was just bull and marketing feel good propoganda without any real intention of actually doing anything about it...
BLUETOOTH PAN SUPPORT IN WM5!!!!!!!!!!
i revile imate
I purchased this alleged phone/pda and experienced numerous missed calls. I tried numerous times to get "live" online service and got so angry with the techs online, that I had to resort to vulgarity to get their ****ing attention. it was absolutely and appallingly horrible. I can go on and on. I wrote a lenghty email to an individual who seemed to care, but who cares.
This is my 5th pda and my last I-mate. I-mate blows.
edved.
battery life or lack thereof...
Every imate owner I know complains of poor battery life. Now I know what they're talking about. my hp6340 could go 12 hours with wi-fi and cell phone running simultaneously. I'm lucky to get 6 hours with this unit. why can't I turned down the brightness further without it turning black?
edved.
battery
look at the diffrence in capacities to solve your battery problem
Re: battery
sandrobber said:
look at the diffrence in capacities to solve your battery problem
Click to expand...
Click to collapse
I don't understand your suggestion. As far as I know, both were the same capacity.
edved.
i have to agree with what simon says...
simon_darley said:
i dont see much feedback from "being heard"
suppose it was just bull and marketing feel good propoganda without any real intention of actually doing anything about it...
Click to expand...
Click to collapse
I believe imate telling us that we will be heard just makes for good press, b/c in actuality if they were really interested in pleasing their customer base, they would have had to simply look no further than their online forum for direction.
Their forum has to be one of the worst one's that I have had the unfortunate experience of subscribing to. Throughout their forum you frequently see questions or suggestions go unanswered or simply ignored. This company I believe is interested simply in taking the money and run. How else can you explain the fact, that somoeone who buys a used imate is required to pay an exhorbitant fee of $60 for the privilege of upgrading their rom. Does any other company do this? I purchased my JJ new, but a colleague opted to forgo the update and save his cash.
I had a nightmare episode with their "online support" more abuse then support and this has left a really bad taste in my mouth.
edved.
Hmm... what is their contact phone number for support? becuase I cant get any help through their forum, email, or "live" support so i should get them a call. Their contact info isnt posted on their site.
email
[email protected]
I couldn't fix the freeze after standby mode problem and the screen allignment so I decided to send it back to htc europe repair centre. Did anyone of you send it back for repair or replacement to htc europe and if yes how many days did it take to receive the device again? And my second question is: did they fix the problems of your device? Take this thread like a poll thing for angry and disappointed tytn users
We have MANY threads of disappointed users about HTC service.
If you are one of these, as I told to someone else, say it LOUD on Internet, in any group, in any on line news, the only thing that a big company understand is the voice of SHAREHOLDERS, we are simply some poor STAKEHOLDERS, but if we make a LOUD noise the may be SHAREHOLDERS will hear us and this ridicolous service will change.
If you are not familiar with stock and marketing language you can search the STAKEHOLDER history...
I bought my TYTN on Internet, I,ve no problem to send it everywere in Europe, using UPS but I want it swapped, even REPAIRED, but in few days, and with a first class customer service.
we have a service here ... (chose the worst county for services, we are below!)
HTC... can you hear our stakes?
@takis999 I sent my TyTN for repair to HTC-UK (in milton keynes England) and the contract i signed and sent with the handset states:
1. ESTIMATED TURNOVER PERIOD
We estimate that we will normally be able to complete orders and return the units to most mainland addresses in the UK within 5 working days from receipt of the unit. Where the repair requires parts to be specially ordered or delivery to remote areas of the UK, or to other countries, this may take longer. One of our Customer Service representatives will contact you in such cases. HTC EU will endeavour to complete all orders within 5 working days from clearance of payment or warranty authorisation.
Click to expand...
Click to collapse
Bearing in mind that applies to the UK im not sure how other countries fair with that but seems they do endeavour to fix my handset and send it back to me within a 5 working day period which is great! A guy on another forum (Masseur on Esato.com) also sent his for repair and it was sent back within 5 day...and hes not from the UK!!!! The guy i spoke to at the service centre was VERY VERY helpfull and he informed me that HTC knew about the SA problem and will fix ANY TyTNs (NOT orange,voda or tmobile handsets though...they get sorted out by voda/orange etc...because thats who the contract is with). If the TyTN is less than 14 days old then a replacment will be done, otherwise a repair but im cool with that...standard stuff really
If you wish to wait i can tell you how long my repair took from sending (yesterday 12/10/06) to arrival back here (unknown??)??
@sergiopi Can you add to your profile your Network and Country as that would help???
profile added, thanks for suggesting.... I am in Italy, in Rome (every roads brings to..., except HTC's ), I've seen were you are from.. so you know STAKEHOLDERS meaning
Also MY contact from HTC was very helpfull, but she wasn't involved in repair. She gaves only a 199 number (special and expensive numbers), then from this number I had a second number, in Rome, just to know that they collect and send the phones to the first number, but they are not HTC, they don't know even that is a company involved in phone business, more or les 15-20 days, no courtesy service.
INDECENTE in italian
Some service is available in Russia.
It is more oriented for cases with "device does not boot", "damaged bootloader", "stuck at bootloader", "flash with wrong image file", etc.
However, it does not cover parts replacement.
In terms of timing, it takes 1-2 work days for fixing a problem, additionally DHL, EMS or what shipping carrier would you prefer, to organise shipping between your country and Russia.
You need to describe your situation first, before shipping device, by mail or by phone, to make sure you will not send a device which was crashed or droped in a ocean.
We have to admit also that local HTC service centers are not satisfactory, and sometimes even refuse to accept xda, although on warranty.
rgds.,
iStrium
Keep in mind that by contracts HTC is not allowed to perform direct service/repair on HTC products sold via the big service providers. Another reason for us to welcome HTC´s decision to push its own brand and open sales and service centres everywhere they have a market. XDA is a O2 brand, and at least in Germany O2 replaces faulty HTC phones within a few days.
HTC is directly in the market, but NOT in the SERVICE market .
They just sell directly, not SUPPORT directly. they want more revenues , not be prepared to have CUSTOMERS!
Well done HTC! I understand isn't in the DNA of the company, but Steve, Bill, are you sure you want this?
It is very clear, for sure it is not co-business to keep service centers for HTC. But to have number of local contracts with service companies. To authorize their service centers, train staff, provide some equipment and technology enabling them to perform reasonable "customer care". What I was saying, I guess, is that it is not the case in Russia. Athorised HTC service centers in Moscow is a joke, they have no clue how to run business properly.
Additionally, HTC does not give them a lot of "knowledge". They know how to perform basic tests, no more. As the result, no surprise, there are un-authorised service centers, and they do pretty good. They have good equipment and what is more important knowledge. Otherwise, I think, they would not survive.
I am saying this because went thru the repair cycle and saw how it works (meaning did not work). Globally, pretty sure, it depends on country and location. On a reality HTC does not care much about customers. They jumped on a market, but not ready for all aspects, especially service. And finally, to be honest, non of such companies are interested to spend much money to provide good customer service, it is very little profit of it.
So, we have to take care about ourselves.
rgds,
iStrium
I recently noticed my HTC had white spots showing when browising on a white background which was annoying me. I have looked after my phone and it's unmarked but thought well its under warranty so might as well get it sorted. Phoned HTC and advised them of the problem. They said no worres we will pick it up tomorrow from your work and it will take 10 days to sort out. Got an email today saying the repair is not under warranty either pay £198 for a replacement board, pay £20 to ship back or let them scrap it??? WTF! So I had to pay £20 to get my phone back and really wished I hadn't bothered now. Just hoping it is still working as it was fine apart from the small fault at the start. Has anyone else had any bad experiences?? I might write a letter of complaint to them.
T Mobile replaced two HD2's for me, I didn't even purchase them from T Mobile. I guess you should go with the TMOUS next time.
HTC warranty means help yourself for 20£
evereste said:
T Mobile replaced two HD2's for me, I didn't even purchase them from T Mobile. I guess you should go with the TMOUS next time.
Click to expand...
Click to collapse
Hi there HTC WARRANTY is SHOCKING!!
Check my tread any help drop PM!
http://forum.xda-developers.com/showthread.php?t=844980
and another HTC user
http://forum.xda-developers.com/showthread.php?p=11571127&posted=1#post11571127
Spendy said:
I recently noticed my HTC had white spots showing when browising on a white background which was annoying me. I have looked after my phone and it's unmarked but thought well its under warranty so might as well get it sorted. Phoned HTC and advised them of the problem. They said no worres we will pick it up tomorrow from your work and it will take 10 days to sort out. Got an email today saying the repair is not under warranty either pay £198 for a replacement board, pay £20 to ship back or let them scrap it??? WTF! So I had to pay £20 to get my phone back and really wished I hadn't bothered now. Just hoping it is still working as it was fine apart from the small fault at the start. Has anyone else had any bad experiences?? I might write a letter of complaint to them.
Click to expand...
Click to collapse
I have send my HD2 5time to warranty never had to pay 20£!
But It already cost me a lot of time=money.
They do awful swap old one for refurbrished one.
Refurbrished means not a FACTORY build one but UK hand made JUNK!
It has been 3 time serviced and 2times swap!In 3 months
AND FOR MORE FUN its going again for swap!
3repeirs 3swap good job HTC good JOB.
NEVER ever HTC
but maybe who don't want to have kind of new mob every week
The whole swapping process has 2 targets:
- Faster service for you
- Reduce cost for HTC
Repairing a device with tiny little formats of virtually all parts can take time and needs quite some test procedures after the work is done. Once finished, fixed devices go into the swapping pool. Or get scrapped, if not repairable at reasonable cost.
tictac0566 said:
The whole swapping process has 2 targets:
- Faster service for you
- Reduce cost for HTC
Repairing a device with tiny little formats of virtually all parts can take time and needs quite some test procedures after the work is done. Once finished, fixed devices go into the swapping pool. Or get scrapped, if not repairable at reasonable cost.
Click to expand...
Click to collapse
You sounds like one from HTC
1ST swapping is NICE if is swap for new factory made product not a refubrished one from HTC made by hand!
2ND My HD2 was 3times repaired and 2times sw.
ques witch of these procedures were longer . . . swapping!
So maybe in different country but not in UK-London
UK-swap means Phone built up by somebody in UK by hand!!!-nothing to do with HTC from TW-boxed brend new
No, I am not HTC, but I´ve got many years of experience with other manufacturers.
Imagine you are this manufacturer. Refurbishing is a logical solution. Repair work is done by human beings. You cannot trash all defective devices, that would be too expensive. Fixing broken units, or assembling working ones with parts from broken ones is definitely cheaper. And trust me, according to years of experience, it definitely works in most cases. And finally, please remember that after 2 failed attempts of fixing the same (or at least "your") device, you get the right or should try to claim a new unit instead of a fixed one - it´s European law.
And yes, most manufacturers do not run their own service centers, usually service is done by third party companies. Any reasonable manufacturer will tightly control the quality of a) the freshly made devices and b) the repaired devices. At the end, an angry customer is usually much more expensive than a happy customer. Try to see it from this end.
All this apart, it is obvious that most recently, the number of bricked devices has grown dramatically. Maybe there are too many strange errors due to flashing Android stuff, which come with bad drivers etc, and the service centers are kind of overwhelmed with too much work, who knows.
If I was HTC, I would also watch carefully what is going on - and I think they do. They can easily see also here at xda that recent growth of "bricked device" threads. I cannot blame them for being careful, honestly spoken. It is simply a professional attitude.
HTC Romania
I just (yesterday) got my HD2 back from the repair service.
It had to go there 3 times. 2 times for the digitizer problem, and the 3rd time for the fact that the Sdcard reader was not functioning anymore.
It took them a month or 2 to repair everything, but it's working again. Service sucks? Nope, not really. I did not buy the phone here in Romania, but since it's an HTC one, the HTC warranty applies everywhere in Europe.
I can't say HTC sucks in their warranty cases.
tictac0566 said:
No, I am not HTC, but I´ve got many years of experience with other manufacturers.
Imagine you are this manufacturer. Refurbishing is a logical solution. Repair work is done by human beings. You cannot trash all defective devices, that would be too expensive. Fixing broken units, or assembling working ones with parts from broken ones is definitely cheaper. And trust me, according to years of experience, it definitely works in most cases. And finally, please remember that after 2 failed attempts of fixing the same (or at least "your") device, you get the right or should try to claim a new unit instead of a fixed one - it´s European law.
And yes, most manufacturers do not run their own service centers, usually service is done by third party companies. Any reasonable manufacturer will tightly control the quality of a) the freshly made devices and b) the repaired devices. At the end, an angry customer is usually much more expensive than a happy customer. Try to see it from this end.
All this apart, it is obvious that most recently, the number of bricked devices has grown dramatically. Maybe there are too many strange errors due to flashing Android stuff, which come with bad drivers etc, and the service centers are kind of overwhelmed with too much work, who knows.
If I was HTC, I would also watch carefully what is going on - and I think they do. They can easily see also here at xda that recent growth of "bricked device" threads. I cannot blame them for being careful, honestly spoken. It is simply a professional attitude.
Click to expand...
Click to collapse
Good
Yep I did ask for NEW after 3 times feiled in MiltoneK
Yep Problem is NEW is not new BUT Made by HAND - refurbished- from new parts - 2 times 2 times rubbish
Yep I have never ever flash to A or W7 or Ubu
I my mind to the cheapest way in my case was to accept Brend NEW from FACTORY only witch is the way they don't do!
COST me and HTC more than I've paid!!!
6 x UPS from and to my house, work, phone calls.
There is someone wrong and it's not me with my hands
100% unsuccessful in 5 cases! 6 awaiting next week
OMG
WHAT I NEED MORE
The annoying after sales experience that i had concerning HTC, has to do with a phone that i purchased by a Greek shop about 6 months ago, which, as i found out, is of Portuguese (or Spanish) origin. The phone is now in need of service but HTC claims that they provide service only for phones that have been sold by them within Greece, so they refuse to receive my phone. Instead they tell me to send it to Spain (obviously the transfer costs should be provided by me).
Its really kind of awkward to not provide local service since their Warranty states that 'if you have purchased the Product in a member state of European Union, Iceland, Norway, Switzerland or Turkey and HTC originally intended the Product for sale in one of these countries, this Limited Warranty is valid and enforceable in all of these above listed countries'. Yet, they seem to ignore this paragraph of their Warranty.
Its really kind of awkward for a multinational company like HTC refuses to provide service for their phones irrespectively of the location (at least within the European union boundaries).
I used to be a big fan of HTC, and i have spend a lot of money over the last years buying premium phones (for premium money of course). I expected to have serious after sales support for the money given, and above all as promised within their Warranty for European citizens.
Up till now i have received irrational excuses by them, thus making me officially complaining to any consumer organizations i know. i really look forward to see the outcome.
European law is crystal clear: "Warranty" is the responsibility of the seller - not the manufacturer. It lasts 2 years. One of the major reasons this rule was created is the free trade zone of Europe - means, if your seller bought the device from a Spanish trader, it does not touch you.
The "guarantee" from the manufacturer, however, is a whole different story, as it is not mandatory (in comparison to the seller warranty). HTC gives this "limited warranty" based on their own regulations, and usually, it lasts only 12 months.
In the sum, you can claim manufacturer warranty according to what you quoted, but in case they "refuse" for whatever reason (maybe they have a distributor in Greece?), your seller is still responsible, please keep this in mind - at least as long as you bought from a EU country seller.
tictac0566 said:
European law is crystal clear: "Warranty" is the responsibility of the seller - not the manufacturer. It lasts 2 years. One of the major reasons this rule was created is the free trade zone of Europe - means, if your seller bought the device from a Spanish trader, it does not touch you.
The "guarantee" from the manufacturer, however, is a whole different story, as it is not mandatory (in comparison to the seller warranty). HTC gives this "limited warranty" based on their own regulations, and usually, it lasts only 12 months.
In the sum, you can claim manufacturer warranty according to what you quoted, but in case they "refuse" for whatever reason (maybe they have a distributor in Greece?), your seller is still responsible, please keep this in mind - at least as long as you bought from a EU country seller.
Click to expand...
Click to collapse
HTC will give 24 months warranty in Europe.
copy/past from their website
-----
This Limited Warranty shall last for twenty-four (24) months from the
date of original purchase for mobile devices, and twelve (12) months
for accessories (whether included in the mobile device sales package
or sold separately) other than the media on which any software is
provided, CD-ROM, memory card (“Warranty Period”).
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The warranty thing is a bit dodgy in Europe. Some manufacturers only sell online (Dell) and they used to state the 1 year warranty as you said.
Fortunately and good for the customers there have been several cases where the judge said that manufacturers should not put the stress on stores for paying the legal warranty stuff after the first year of purchase.
That is also the reason why some European car manufacturers promote their 2 year warranty in ads now (funny because they just have to provide that).
Had the same problem with my HD2 (whiter spots on the screen) and it was fixed under warranty(it did take like 2 weeks). However, for such an expensive phone, I'd expect a better treatment.
For example, when my MX Revolution mouse had problems with rubber band on scroll (and the store refused to take it for repair, as they did not think it was a big problem), I contacted the manufacturer. They just asked me to destroy it and send photos. 3 days later I got brand new one shipped by DHL. I wish HTC warranty was like that...
tomksoft said:
Had the same problem with my HD2 (whiter spots on the screen) and it was fixed under warranty(it did take like 2 weeks). However, for such an expensive phone, I'd expect a better treatment.
For example, when my MX Revolution mouse had problems with rubber band on scroll (and the store refused to take it for repair, as they did not think it was a big problem), I contacted the manufacturer. They just asked me to destroy it and send photos. 3 days later I got brand new one shipped by DHL. I wish HTC warranty was like that...
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Click to collapse
I agree on that one.
They should at least have swap stock and provide well tested refurbished phones if it is clearly a hardware warranty issue.
That would speed up things dramatically.
For the 2X LG phone they have a VIP service in the Benelux. If it is determined that it is a hardware issue over the phone a new one will be delivered to you within 24 hours in the first year.
I concider my HD2 to be non functional since the periode of March the 20 - 25th.
My experience with HTC and their warranty 'service' Dynafix is ... well no words for this.
The device was produced in March 2010 so this one certainly falls under EU warranty laws which are very strict.
If I do not get a decent answer from them this week they will be faced with EU law for sure.
After spending more than 2000€ on their phones in 3 years time it is time to move on to another manufacturer.
lukesan said:
(...)
After spending more than 2000€ on their phones in 3 years time it is time to move on to another manufacturer.
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Click to collapse
Don´t expect much better services... unfortunately, most manufacturers have outsourced their warranty and repair services.
But, all this depends, of course, on where you live. Each country organization seems to be different (I know services in like 12 different countries so far).
Many users make many different experiences, I myself had quite some issues with Samsung (especially poor where I live at the moment), LG (even worse) or SonyEricsson. The only really good service I received was... from Apple (they do have different authorized service companies, one of them is outstandingly well).
With HTC, however, never had any issues at all. I was lucky, the hardware never failed. And for the software, we´re here at xda anyway, no?
I know that they are both liable (in a different manner). Nevertheless the one who will actually do the service will be an authorized service center of HTC. Thus, as far as i am concerned, i know that i can give the phone to seller where he will send it to spain (because, as mentioned, the Greek distributor will not accept it ), and hopefully i will have it back in a month or two from now.
The question still remains ... why shouldnt i get service as per HTC's warranty in greece? Why should i go through all that hassle so as to get my phone hopefully repaired in about 1 month from now?
I really would expect from the manufacturer who has a big share in the European market, to provide the appropriate service for devices that cost more than 500 euros.
its the same kind of service one would expect when buying electronics, cars, appliances from known brands in Europe (to have local service).
I might ask for much, but i quess when i pay premium money for any kind of appliance, electronics, mobile phones, or even cars i expect premium service (especially when the manufacturer guarantees it)
@ioannister
The EU proposal about warranty was done in '99 and all the EU countries should have implemented this in a timespan of 3 years.
Here you can find the webpage.
http://eur-lex.europa.eu/LexUriServ/LexUriServ.do?uri=CELEX:31999L0044:EN:NOT
Read it properly and use it in the best way to gain your right as a consumer.
The store needs to take of warranty even if it is imported, that is not your issue.
If the store still exists and refuses to cooperate I would inform the ministry of economic affairs in Greece since it is their task to comply and to make shops (no matter how big or small) follow those rules.
So you tried to email HTC about this and they told you to send it to Spain?
Did you afterwards contact them and tell them that was not the warranty statement that is on their website?
I've learned numerous things over the years I've dealt with warranty cases and that is to always note down everything like name, time and date, even record it if you can.
Good luck and keep us informed!
@lukesan
thank you for your reply (and the article).
I have all the mails/communication with HTC. I have repeatedly told them that they violate the paragraph at the warranty that states 'if you have purchased the Product in a member state of European Union, Iceland, Norway, Switzerland or Turkey and HTC originally intended the Product for sale in one of these countries, this Limited Warranty is valid and enforceable in all of these above listed couries .
They have constantly given me answers bypassing the aforementioned paragraph.
I know that this has happened to other consumers as well (at least here in Greece).
I have informed three different consumer organisations here in greece and i am waiting for their feeddback.
i will keep you posted on the 'official' outcome ....
Yes. HTC's service is pathetic
Hi.
I experienced it many times. The service people are so dumb they don't even understand the problem at all. I called them once to solve an issue. I explained the problem .They said "Sir, You need to format your phone". I said "I already did it 10 times". Then he said " You need to do it again".
This is the reason I wanted to buy a Samsung. I am not sure of their service but my friend told me its good. What do you guys think?
Another thing that I came accros checking their warranty conditions and statements (http://service.europe.htc.com/terms&conditions.pdf).
It mainly seems to be focused on the UK and not the complete EU.
I cannot find the conditions in other languages.
It is NOT allowed to let people sign a paper (which includes the paper you have to give to the courier and that you agree with everything ...!) in a language that is natively not spoken in your country.
Seems that HTC violates EU laws with this one as well.
According to the status page mine has been swapped for another HD2.
First of all I do not agree to that if it is a second hand one since mine was in absolute new condition and I told them to only change the mainboard and nothing else.
This morning (coincidentally April Fool's, but rest assured that this is not a joke), my company received a letter from HTC stating that there may be power/charging faults in a specific batch of HTC Ones. It's a pre-cautionary letter which has asked for confidentiality regarding the range of possible batches affected. HTC doesn't really go into detail with this and as I said previously, it does say that it's unconfirmed whether it has affected a whole batch of phones. I find it quite important though and I've tasked my web developer to code a serial/IMEI checker.
Is anybody else aware of this or has anybody else received this letter?
I smell bull**** Mr. Troll.
(Adopts Gandalf voice):
YOU. SHALL. NOT. PASSSSSSSSSSSSSSS
ps. precautionary is one word. No need for the hyphen little lamb.
I did !!! but it was for S4. My company got a similar letter saying this and asked us to advise customers to enter their IMEI numbers on a website to check if they are affected. If they do find their device is affected they will be sent a pre-paid envelope to return the device with a cheque for £500.
scotcruz said:
I did !!! but it was for S4. My company got a similar letter saying this and asked us to advise customers to enter their IMEI numbers on a website to check if they are affected. If they do find their device is affected they will be sent a pre-paid envelope to return the device with a cheque for £500.
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Click to collapse
could be someone fishing for a free phone mind you
Sent from my HTC One X using Tapatalk 2
pmsl :laugh: this has made my day..
Maybe the mods should simply lock down this entire forum
I'm pretty sure it would much less waste of everyone's time
ComputerTrophy,
This is a MAJOR coincidence, but I've just got an email from HTC CEO - apparently certain batches of the HTC One sold in the London area (which area of the world are you in?) might have North Korean Spy chips installed which could cause poor wifi, washed out camera pics, gap in the body and also may inadvertently trigger an inter-stellar war.
I work for a tech security company, if you PM me your debit card details along with your home address (and any other details that might help with determining the problem - i.e. do you have a dog? security? Valuables in the house?) I can ascertain what is causing the problems and could refund you the cost of your handset plus free gold bars.
Be quick please, the clocks went forward yesterday and this can affect the compass if you leave it too long.
...........
Thread closed
Hi, so far my experience with the s6 edge plus is not so good. It overheats and sometimes is laggy. My friend who also bought the same model g928c from the same shop in UAE said his s6 edge plus broke because it overheated too much. I like the look and design though. If I sell my current s6 edge plus should I change to note 5 like my friend did? Or should I buy another working s6 edge plus? I can't return my current one because I live in the UK.
Never had any overheating or lag related to stock ROM so couldn't help you. I've heard the note tends to have more software lag due to specialized SPen programs and that the Edge+ is smoother. That's just hearsay though.
No heating here even after heavy gaming and never faced lag issues
Sent from my SM-G928G using XDA Free mobile app
Wrong thread buddy.........snapdragons across the street
Never felt mine get even close to hot?
Lag.. a little.. but that seems to be more because the apps keeps closing
Should I just sell my 64gb g928c and buy a dual sim 32gb g9287 or 32gb g928f?
Or note 5?
On my G298F no lag and no overheats. @hayat55 hard reset your terminal and update it to the latest firmware via OTA, if not enough bring it to a customer service and keep your GS6+.
Regards
cyberz said:
On my G298F no lag and no overheats. @hayat55 hard reset your terminal and update it to the latest firmware via OTA, if not enough bring it to a customer service and keep your GS6+.
Regards
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Click to collapse
Samsung WON'T honor the warranty because it is only valid in ASIA. I LIVE IN THE UK
Not had 1 problem with heating and had no lag since I got phone on release. Best Samsung yet just a shame it looks like we not going to get much developing action. I lime flashing new roms and with this phone it ain't gonna happen anytime soon
hayat55 said:
Samsung WON'T honor the warranty because it is only valid in ASIA. I LIVE IN THE UK
Click to expand...
Click to collapse
One classic reason when I make such an expensive purchase is to ensure I have customer protection.
If you think about this no UK shop or outlet will willingly touch your phone as you have not made the purchase through them, however, .........unless Samsung has changed its policy you will find your phone has an international warranty. THE problem for you will be finding a Samsung outlet that will deal with your mobile. The problems are compounded as nearly all outlets use one technical shop to repair all their mobiles, don't think for one second when any Mobile goes wrong it is returned to the importer its not. iPhone maybe the one exception?
May I suggest you contact Samsung UK directly and request assistance. They may either request you send them your phone or give you the name of an outlet where your phone can be examined for problems.
I live in Southern Europe and very often the mobiles here are vastly more expensive than they are in Amazon.de, for example. On times I will take a chance as Amazon have a cast iron reputable returns policy. Other times if the financial difference is small I suck it up and purchase here. I bought my Edge+ here to avoid return problems.
One thing you will always need is your dated receipt and on said receipt it must have the serial number or IMEI of the mobile. I doubt you will find much joy with dealing with outlets etc as they have not made a profit on the sale.
Samsung UK may even be 'grumpy' about it BUT I am confident if you get to a person who knows the law and is a decent enough member of staff they will help you. Hey, I purchase such items here sometimes have a problem and call the UK office and they have, to date, always answered my questions. Do NOT let the switchboard operator prevent you from speaking to the service or customer relations department.
I know for sure such international companies used to include in the box an international warranty, Sony certainly still do even listing world wide head offices for customers to contact. I cant recall if Samsung now include in the box such a warranty?
One thing for sure this mobile is a bloomin good one. I often purchase four mobiles a year I have now the S6, S6 Edge+, iPhone 6, Sony Xperia Z2 and Ultra etc. Though I have found all those mentioned to be superb mobiles the Samsung's appear to have developed extremely fast in a very short space of time. Hell, this Edge+ is micro engineered like a Swiss watch. Gone are those awful days of plastic metals and plastic leather etc.
Oh. I guess you could pay DHL or UPS and have it returned to the shop of origin, Postal cost would be about £10 to £15.00? Only enclose a photo copy of your receipt.
Let us know what progress you make. I do hope you resolve your situation. Best of luck. :highfive:
Ryland
Ryland Johnson said:
One classic reason when I make such an expensive purchase is to ensure I have customer protection.
If you think about this no UK shop or outlet will willingly touch your phone as you have not made the purchase through them, however, .........unless Samsung has changed its policy you will find your phone has an international warranty. THE problem for you will be finding a Samsung outlet that will deal with your mobile. The problems are compounded as nearly all outlets use one technical shop to repair all their mobiles, don't think for one second when any Mobile goes wrong it is returned to the importer its not. iPhone maybe the one exception?
May I suggest you contact Samsung UK directly and request assistance. They may either request you send them your phone or give you the name of an outlet where your phone can be examined for problems.
I live in Southern Europe and very often the mobiles here are vastly more expensive than they are in Amazon.de, for example. On times I will take a chance as Amazon have a cast iron reputable returns policy. Other times if the financial difference is small I suck it up and purchase here. I bought my Edge+ here to avoid return problems.
One thing you will always need is your dated receipt and on said receipt it must have the serial number or IMEI of the mobile. I doubt you will find much joy with dealing with outlets etc as they have not made a profit on the sale.
Samsung UK may even be 'grumpy' about it BUT I am confident if you get to a person who knows the law and is a decent enough member of staff they will help you. Hey, I purchase such items here sometimes have a problem and call the UK office and they have, to date, always answered my questions. Do NOT let the switchboard operator prevent you from speaking to the service or customer relations department.
I know for sure such international companies used to include in the box an international warranty, Sony certainly still do even listing world wide head offices for customers to contact. I cant recall if Samsung now include in the box such a warranty?
One thing for sure this mobile is a bloomin good one. I often purchase four mobiles a year I have now the S6, S6 Edge+, iPhone 6, Sony Xperia Z2 and Ultra etc. Though I have found all those mentioned to be superb mobiles the Samsung's appear to have developed extremely fast in a very short space of time. Hell, this Edge+ is micro engineered like a Swiss watch. Gone are those awful days of plastic metals and plastic leather etc.
Oh. I guess you could pay DHL or UPS and have it returned to the shop of origin, Postal cost would be about £10 to £15.00? Only enclose a photo copy of your receipt.
Let us know what progress you make. I do hope you resolve your situation. Best of luck. :highfive:
Ryland
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Click to collapse
I say get a squaretrade warranty and be done with it.
I have decided that i used my Note more than i thought, i thought that i didnt want the s-pen but it seems i miss it and used it more than i thought i did. I randomly find myself reaching for it and to no avail its not there lol. This is a grea fast phone with the best display on the market but im going back to a Note.