Well, this certainly doesnt look promising. Not sure what models are affected, but I would imagine all of them.
Story HERE on droid-life
As if the HTC One hasn’t seen enough setbacks already before its launch, a new court ruling against HTC in the Netherlands looks to make it even worse. Nokia has been awarded a preliminary injunction against the HTC One centering around high-amplitude microphones that are found in the phone. The microphones found inside the One are the exact same as the mics found in the Lumia 720, and that is no good for HTC.
The same company makes the microphones for HTC and Nokia, but Nokia says that the components of these mics in particular were made specifically for Nokia. While this could be a mistake on HTC’s part, it could have been the fault of the microphone manufacturer in this case. In the meantime the One is facing more setbacks.
HTC says they are “disappointed” in the decision from the court and that they will “explore alternate solutions immediately.”
Click to expand...
Click to collapse
if you can't beat them sue them they are taking a page from apple
It's a pretty big deal as STMicroelectronics basically built the dual-membrane mics based on Nokia design and exclusively for them and then sold them to HTC without Nokia's consent which they are withholding. Winning an injunction in the Netherlands is just the first domino. Next stop Germany and the rest of the EU. The U.S. won't be far behind. HTC doesn't really have a leg to stand on as it's not their issue. A supplier sold them something they had no right to sell. So either HTC negotiates with Nokia or has to come up with a replacement part.
Here's the part:
{
"lightbox_close": "Close",
"lightbox_next": "Next",
"lightbox_previous": "Previous",
"lightbox_error": "The requested content cannot be loaded. Please try again later.",
"lightbox_start_slideshow": "Start slideshow",
"lightbox_stop_slideshow": "Stop slideshow",
"lightbox_full_screen": "Full screen",
"lightbox_thumbnails": "Thumbnails",
"lightbox_download": "Download",
"lightbox_share": "Share",
"lightbox_zoom": "Zoom",
"lightbox_new_window": "New window",
"lightbox_toggle_sidebar": "Toggle sidebar"
}
Here's Nokia's statement. They don't sound very happy with HTC in general.
"The Amsterdam District Court has today granted Nokia's request for a preliminary injunction against the supply to HTC of microphone components invented by and manufactured exclusively for Nokia.
Nokia filed this action after it discovered these components in the HTC One; HTC has no license or authorization from Nokia to use these microphones or the Nokia technologies from which they have been developed.
In its marketing materials, HTC claims that its HDR microphone is a key feature for the HTC One, but it is Nokia technology, developed exclusively for use in Nokia products.
This is one of the latest in a number of cases brought by Nokia to end HTC's unauthorized use of Nokia's inventions. More than 40 Nokia patents have been asserted against HTC in Germany, the US and the UK. An injunction against HTC devices in Germany, which were found on March 19 to infringe Nokia's patent EP 0 673 175, is now in effect. The latest case, on Nokia patent EP 1 579 613 B1 was filed in Mannheim, Germany on April 16.
Once again, Nokia calls on HTC to compete using its own innovations and to stop copying from Nokia."
wow this is getting ridiculous... Does Nokia seriously have nothing better to do?
Tough luck for HTC since it is ST Microelectronics that got them into it.
I don't have a problem with Nokia on this one at all.
AndrewAmazed said:
Does Nokia seriously have nothing better to do?
Click to expand...
Click to collapse
Nokia's not the bad guy here, it's STMicroelectronics. A lot of vendors have third parties produce their designs and components because it's cheaper. That doesn't give those third parties the right to reuse or resell technologies that don’t belong to them. Can you imagine if FoxConn or TMSC started selling components they produce on behalf of Apple using Apple designs to Samsung?
At the end of the day HTC's pretty much an innocent bystander. STM said "you want a dual membrane mic?" and HTC said "yes." Nokia requested the injunction on April 16 and it was granted less than a week later. That means it's a pretty cut and dried case. Since the mic is in HTC's devices they are the offender and, in addition to not being able to sell devices containing the mic, they'll most likely be fined per-device for every device shipped with it. They'll rightfully go after STM for the damages they suffer but at the end of the day it was HTC's responsibility to ensure that parts they chose and used had free and clear license. And the new component they use may require re-testing with the FCC and CE since it emits a signal.
htcplussony said:
Tough luck for HTC since it is ST Microelectronics that got them into it.
I don't have a problem with Nokia on this one at all.
Click to expand...
Click to collapse
BarryH_GEG said:
Nokia's not the bad guy here, it's STMicroelectronics. A lot of vendors have third parties produce their designs and components because it's cheaper. That doesn't give those third parties the right to reuse or resell technologies that don’t belong to them. Can you imagine if FoxConn or TMSC started selling components they produce on behalf of Apple using Apple designs to Samsung?
At the end of the day HTC's pretty much an innocent bystander. STM said "you want a dual membrane mic?" and HTC said "yes." Nokia requested the injunction on April 16 and it was granted less than a week later. That means it's a pretty cut and dried case. Since the mic is in HTC's devices they are the offender and, in addition to not being able to sell devices containing the mic, they'll most likely be fined per-device for every device shipped with it. They'll rightfully go after STM for the damages they suffer but at the end of the day it was HTC's responsibility to ensure that parts they chose and used had free and clear license. And the new component they use may require re-testing with the FCC and CE since it emits a signal.
Click to expand...
Click to collapse
Oh no I understand that. It's just that HTC can't seem to get a break lately. It is definitely their fault for not making sure of the components they put together in the phone and Nokia is definitely deserving but yeah I feel like HTC will probably die off within the next 3 years. Just didn't want to see that happen.
AndrewAmazed said:
Oh no I understand that. It's just that HTC can't seem to get a break lately. It is definitely their fault for not making sure of the components they put together in the phone and Nokia is definitely deserving but yeah I feel like HTC will probably die off within the next 3 years. Just didn't want to see that happen.
Click to expand...
Click to collapse
Here's some good news. STMicroelectronics is certainly big enough to cover the hundreds of millions of dollars in damages HTC's likely to suffer. Or to buy Nokia off to continue using the same part.
STMicroelectronics is one of the world’s largest semiconductor companies with net revenues of US$ 8.49 billion in 2012. Offering one of the industry’s broadest product portfolios, ST serves customers across the spectrum of electronics applications with innovative semiconductor solutions by leveraging its vast array of technologies, design expertise and combination of intellectual property portfolio, strategic partnerships and manufacturing strength.
BarryH_GEG said:
Nokia's not the bad guy here, it's STMicroelectronics. A lot of vendors have third parties produce their designs and components because it's cheaper. That doesn't give those third parties the right to reuse or resell technologies that don’t belong to them. Can you imagine if FoxConn or TMSC started selling components they produce on behalf of Apple using Apple designs to Samsung?
At the end of the day HTC's pretty much an innocent bystander. STM said "you want a dual membrane mic?" and HTC said "yes." Nokia requested the injunction on April 16 and it was granted less than a week later. That means it's a pretty cut and dried case. Since the mic is in HTC's devices they are the offender and, in addition to not being able to sell devices containing the mic, they'll most likely be fined per-device for every device shipped with it. They'll rightfully go after STM for the damages they suffer but at the end of the day it was HTC's responsibility to ensure that parts they chose and used had free and clear license. And the new component they use may require re-testing with the FCC and CE since it emits a signal.
Click to expand...
Click to collapse
Well, HTC has a responsibility to be diligent in protecting themselves for such conflicts. If there was no clause in indemnifying HTC in the supplier agreement, then unfortunately, they are also responsible.
Edit: the example doesn't apply cause this is commercial/business law we are talking about
As per Nokia's statement, "the preliminary injunction is against the supply to HTC of microphone components".
So my understanding is that its not against HTC's products, its against the supplier who is supplying the microphones to HTC. Nokia is just bringing up HTC's name (instead of the microphone's manufacturer) to trash HTC's name in the media.
omar302 said:
As per Nokia's statement, "the preliminary injunction is against the supply to HTC of microphone components".
So my understanding is that its not against HTC's products, its against the supplier who is supplying the microphones to HTC. Nokia is just bringing up HTC's name (instead of the microphone's manufacturer) to trash HTC's name in the media.
Click to expand...
Click to collapse
Nope its against both, STE broke Nokia's NDA what gave them access to nokia designs by sharing Technology manufactured for Nokia based on them with HTC.
HTC is just as much to blame and have already as good as admitted they'll have to explore other avenues to source replacement components.
Saying You did not Know is not a defence.
As soon as I saw the title of this thread, I knew Barry would be here
Sent from my HTC One using Tapatalk 2
omar302 said:
So my understanding is that its not against HTC's products, its against the supplier who is supplying the microphones to HTC. Nokia is just bringing up HTC's name (instead of the microphone's manufacturer) to trash HTC's name in the media.
Click to expand...
Click to collapse
Think of the mic as a stolen car. HTC didn't steal it, a friend did, but it was found in HTC's garage. They aren't being accused of anything to do with the theft but they're going to have to give the car back.
Basil3 said:
As soon as I saw the title of this thread, I knew Barry would be here
Click to expand...
Click to collapse
I follow the news. Unfortunately the news seems to follow HTC. I'm equal opportunity and if Samsung goes "boom" I'll react the same way. I said they took stupid risks for little gain with the social campaign in TW that exploded in their face in the thread that talked about it.
brainimpact said:
Nope its against both, STE broke Nokia's NDA what gave them access to nokia designs by sharing Technology manufactured for Nokia based on them with HTC.
HTC is just as much to blame and have already as good as admitted they'll have to explore other avenues to source replacement components.
Saying You did not Know is not a defence.
Click to expand...
Click to collapse
My comment was meant for the junction being against the microphone manufacturer, not on who is to blame.
If HTC knew first hand that its Nokia's property, then they are at fault. But if it was the manufacturer who offered the Microphones to HTC without informing HTC of Nokia's ownership, then HTC is a victim.
omar302 said:
My comment was meant for the junction being against the microphone manufacturer, not on who is to blame.
If HTC knew first hand that its Nokia's property, then they are at fault. But if it was the manufacturer who offered the Microphones to HTC without informing HTC of Nokia's ownership, then HTC is a victim.
Click to expand...
Click to collapse
sorry that's not how it works if you have others patented technology in your devices you are responsible, even if you did not know you are not a victim, you are just being very sloppy when millions are spent each year avoiding such potential problems.
You really think they did no research on what they was putting in? and did not ask questions and cross check with patented technologies to make sure?
brainimpact said:
sorry that's not how it works if you have others patented technology in your devices you are responsible, even if you did not know you are not a victim, you are just being very sloppy when millions are spent each year avoiding such potential problems.
You really think they did no research on what they was putting in? and did not ask questions and cross check with patented technologies to make sure?
Click to expand...
Click to collapse
When you buy something, the agreement between buyer & seller usually protects the buyer from any such claims if the sold product is protected by any copyright/ownership rules. It is always the sellers responsibility to ensure that the sold merchandise is free from any such claim.
Otherwise, YOU (as a consumer) are also responsible for buying the HTC One that has this microphone.
In my opinion, Nokia as a phone manufacturer, are not specialized in making every component in the phone, this is where other specialized manufactures develop & supply components to phone manufacturers. And it is usually expected that a large manufacturer, like STE, would own the rights to this product.
Think of it like car tires! If a tire from Goodyear is supplied to Ford, this does not mean it cannot be supplied to Chevrolet! But sometimes, a tire a co-developed between both manufacturers which gives Ford the right to be the sole purchaser for some time (as per their agreement).
So again, it depends on what HTC knew (or didn't know) when they bought those microphones from STE. But, as per Nokia's statement, the injunction is against the supply of microphones to HTC, not against HTC's supply of phones. So I am inclined to believe its STE's fault only!
HTC isn't to blame they approached a supplier for a part. They sold it to HTC, as far as I'm concerned it's on the supplier for giving them the part, not HTC as they are merely the customer
Sent from my HTC One X+ using xda premium
BarryH_GEG said:
Think of the mic as a stolen car. HTC didn't steal it, a friend did, but it was found in HTC's garage. They aren't being accused of anything to do with the theft but they're going to have to give the car back.
Click to expand...
Click to collapse
But in HTC's case, their friend didn't simply put the stolen car in their garage, they sold it to them. So HTC might have to return the Car, but their friend should reimburse them!
just a reply to some of the comments
you really think HTC knew and went ahead at the legal risk of their biggest launch ever? last year apple induced US embargo for some stupid sw patent did so much damage to the One X(XL) sale in the US. im pretty sure it'd entirely ST here, its still a mic and I don't think it would have ever been worth the risk
as for Nokia their is a clear FUD attempt in their PR material, shameful they sound just like Apple
as for HTC, I suggest some witchcraft these guts are cursed!
I wouldn't doubt Nokia is just using this issue as a smear tactic against HTC, look what Samsung did in Taiwan against HTC and the One-
Samsung Taiwan marketers allegedly created astroturf smear campaign against HTC
The company is under investigation by Taiwan's FTC and may be fined.
http://arstechnica.com/gadgets/2013...created-astroturf-smear-campaign-against-htc/
STM made a boo boo, it sounds like it can be addressed and fixed quickly, Nokia, however is just pulling a Samsung, they have no interest in being right or standing on a moral high ground, they're just out to smear a company making a phone that threatens them. It's all about the money, pure and simple.
Related
Federal & State actions filed against SE re: cracking/warranty issues (Please sticky)
Like so many of you, I had issues with my Xperia cracking; but I kept the device in a hard case so the cosmetics of the device never concerned me. I never had any intention of sending my Xperia in for warranty repair until I experienced the dreaded "ribbon cable" failure (http://forum.xda-developers.com/showthread.php?t=563448).
I called SE & was told to send the phone for warranty repair. One week after SE received my phone, I called them to find out the repair status & was told they would not honor the warranty due to the phone's "physical damage", even after I explained that the cracking had nothing to do with the ribbon cable failure & amply documented that the cracking was due to SE's design defect.
Fed up with repeated "escalations" & failures from SE to return my calls, I requested that they return my phone for outside repair. And rather than be mad at SE for failing to honor the warranty, I decided to get even with SE, by filing complaints with the US Federal Trade Commission and the Attorney General of the State of North Carolina (the location of SE's US headquarters.)
After speaking with both of these offices, they state that any subsequent complaints filed by other consumers are allowed to reference those I've already submitted, so I would encourage anyone else who feels ripped off by SE over these issues to follow the steps below & join me in taking action.
Text of my original complaints
1. I sent my X1a in for repair because longer respond after sliding out the keyboard; after doing some research, it appears there are other users experiencing the same issue and that it is related to a simple ribbon wire connecting the screen to the keyboard - http://forum.xda-developers.com/showthread.php?t=563448 The phone was in no way damaged to cause this malfunction.
2. But after calling to check on the status of the repair, I was told that my warranty would not cover the repair because the service department felt the cracks in the case of my Xperia indicated it had "been physically damaged." (Please note that on page 11 of the Xperia warranty, Sony Ericsson itself "warrants this Product to be free from defects in design, material and workmanship.") http://www.sonyericsson.com/cws/dow...80736/LegalAndWarranty_1223-9693_2_AE_12 .pdf
3. After doing further research, I determined that countless Xperia owners around the world have been reporting excessive fragility/cracking in the cases of silver Xperias. There are 141 pages of complaints here - http://forum.xda-developers.com/showthread.php?t=447211 ; and 24 pages of complaints here - http://www.xperiax1.net/forum/xperia-x1/1137-your-x1-cracked.html Here is a news article about the issue on the Engadget blog (http://mobile.engadget.com/2008/12/28/sony-ericssons-xperia-x1-developing-cracks), which Sony Ericsson even links on its official Xperia blog, http://xperiancers.com Please note that many of these owners have remarked at how difficult it has been to get Sony Ericsson to acknowledge its warranty obligations over this cracking.
4. It is difficult to understand how this issue could have escaped Sony Ericsson USA's attention, since Xperia owners have even posted about this on Sony Ericsson's official Xperia blog: here http://xperiancers.com/2009/02/24/n...h-open-gl-support/comment-page-1/#comment-835 & here http://xperiancers.com/2009/09/10/x1-upgrade-not-in-the-roadmap/comment-page-1/#comment-2040 And Sony Ericsson's head of marketing in Holland, Harold De Kort, admitted in an interview that there has been a problem with the Xperia cracking (translated from Dutch): http://translate.google.com/transla...fe=off&rlz=1B3GGGL_enUS319US320&sa=N&start=30
5. There appears to be a serious design defect with the device and Sony Ericsson is attempting to not only avoid its warranty obligations related to this defect, but to use this as a way to avoid its warranty obligations over unrelated issues.
Addresses & Websites needed to File complaints
SE Corporate Info -
Company Name/Address:
SONY ERICSSON MOBILE COMMUNICATIONS
7001 DEVELOPMENT DRIVE
P.O.BOX 13969
RESEARCH TRIANGLE PARK, N.C. 27709 USA
Phone: +1 919 472 70 00
http://www.ericsson.com/ericsson/worldwide/usa.shtml
US Federal Trade Commission - https://www.ftccomplaintassistant.gov/FTC_Wizard.aspx?Lang=en#last
File your complaint as a computer hardware issue & make reference to my previous complaint, Reference # 24809284.
NC State Attorney General - http://www.ncdoj.gov/Consumer/2-2-12-File-a-Complaint.aspx
Click the "Submit Electronically" link under "General Consumer Complaints" & make reference to my previous complaint, ConsComplaintID # 4229.
Space Reserved
Space Reserved
Whats weird is I had exactly the same keyboard issue. My x1a also had case cracks. I filed for an RMA and they (SE US) had me a new x1a in less than ten days. This all happened in august. I've had A plus customer service..
Whats weird is I had exactly the same keyboard issue. My x1a also had case cracks. I filed for an RMA and they (SE US) had me a new x1a in less than ten days. This all happened in august. I've had A plus customer service. Also they are moving their north american headquarters from morrisville, nc to atlanta, ga.
emuneee said:
Whats weird is I had exactly the same keyboard issue. My x1a also had case cracks. I filed for an RMA and they (SE US) had me a new x1a in less than ten days. This all happened in august. I've had A plus customer service. Also they are moving their north american headquarters from morrisville, nc to atlanta, ga.
Click to expand...
Click to collapse
Happy you had a better outcome; obviously, I would only have taken this step if there were no other recourse.
And the AG of every state in which SE sells the Xperia has jurisdiction, but NC is easiest, since their corp HQ is there; making subpeonas easier. The future move to GA is not so material.
so what is going to be the outcome of all this?
comeradealexi said:
so what is going to be the outcome of all this?
Click to expand...
Click to collapse
I'm not Nostradamus, but the process should work something like this:
1. From the FTC website: the FTC will add all complaints about the Xperia "it receives into Consumer Sentinel, a secure online database that is used by thousands of civil and criminal law enforcement authorities worldwide. The FTC does not resolve individual consumer complaints." So the FTC complaint will allow government agencies worldwide to review complaint data & initiate their own actions against SE; FTC complaints may be filed by non-US citizens, also.
2. The NC Attorney General will attempt to resolve individual consumer complaints; in the US, state attorneys general are usually the lead agencies on non-safety related consumer complaints. Either individually or collectively, they often negotiate settlements on behalf of consumers with companies accused of deceptive trade practices; NC AG complaints may be filed by individuals outside of North Carolina & the USA.
3. SE is in the midst of rolling out the X2 & X10, so negative publicity about this product line & SE's warranty practices could affect their bottom line. If we can get enough disgruntled consumers to complain, it should help to get coverage in the media & blogosphere and put additional pressure on SE to honor these warranty claims.
Bumped to get the bandwagon rolling.
All the best with your fight against SE.
When my X1 developed cracks in the case in exactly the same place as others have had cracks I phoned SE and asked them for some advice and they told me to send the phone in to their repair centre so they could assess the damage and then make a decision on what to do next.
It then took them several weeks and many phone calls from me before they finally sent me a letter saying that they decided it was cosmetic damage and that if I wanted it repaired it would cost me £40 which included the cost of returning the phone to me, if I didn’t want it repaired I would have to pay £10 to have it returned unrepaired or if I wanted they would environmentally dispose of my phone for me.. That’s a 3 month old X1 with nothing wrong with it other then the case cracks and which I actually paid the full sim free price of £500 as Orange were not supplying the phone at the time of launch.. As you can imagine I was quite upset with SE's findings but felt like I was over a barrel so I paid for the repair and got the phone back.
No matter how much I argued with them that this must be a manufacturing fault / substandard materials etc they wouldn’t listen. I also asked them how my phone had developed cracks in the exact same place as many other people who had posted images on line and they couldn’t respond at all they just kept saying that there engineer had decided (more likely was told to decide) that it was cosmetic damage and they stand by that decision.
Anyway all was well with the phone until just last month as the same cracks have now reappeared in exactly the same place as before! Obviously this must be cosmetic damage and misuse by me right, surely it cant be substandard materials or a design fault..
As you can image having paid £500 for the phone I have kept this phone in mint condition ever since I brought it keeping it in a hard plastic case and keeping it in my inside jacket pocket never in my trouser pockets where it might get crushed etc..
SE do not look after their customers at all.. I think I'll have to forget my brand loyalty on the next phone I purchase…
Trying to bump this up...great idea, I am working on it as well
i doubt this will work or change anything but i hope u prove me wrong
i dont have a crack in mine but ive been very carefull since word got out about cracking.
anyways, a bump to show support for those who have problems (who knows i may be in the same boat someday)
A bump to keep this front & center; thanks to everyone for their support!
Go get them tiger, we are just right beside of u man
its a shame i'm in the uk...
Just developed the exact same problem, with the ribbon cable, last week, and it being xmas time, I cannot get it repaired until past the new year.
This morning I discovered my x1a, also had a nasty crack that I had not noticed. Hope it all goes well, and I can hopefully get a replacement, it's really bumming me out.
At least they called you!
SonyXperia said:
All the best with your fight against SE.
When my X1 developed cracks in the case in exactly the same place as others have had cracks I phoned SE and asked them for some advice and they told me to send the phone in to their repair centre so they could assess the damage and then make a decision on what to do next.
It then took them several weeks and many phone calls from me before they finally sent me a letter saying that they decided it was cosmetic damage and that if I wanted it repaired it would cost me £40 which included the cost of returning the phone to me, if I didn’t want it repaired I would have to pay £10 to have it returned unrepaired or if I wanted they would environmentally dispose of my phone for me.. That’s a 3 month old X1 with nothing wrong with it other then the case cracks and which I actually paid the full sim free price of £500 as Orange were not supplying the phone at the time of launch.. As you can imagine I was quite upset with SE's findings but felt like I was over a barrel so I paid for the repair and got the phone back.
No matter how much I argued with them that this must be a manufacturing fault / substandard materials etc they wouldn’t listen. I also asked them how my phone had developed cracks in the exact same place as many other people who had posted images on line and they couldn’t respond at all they just kept saying that there engineer had decided (more likely was told to decide) that it was cosmetic damage and they stand by that decision.
Anyway all was well with the phone until just last month as the same cracks have now reappeared in exactly the same place as before! Obviously this must be cosmetic damage and misuse by me right, surely it cant be substandard materials or a design fault..
As you can image having paid £500 for the phone I have kept this phone in mint condition ever since I brought it keeping it in a hard plastic case and keeping it in my inside jacket pocket never in my trouser pockets where it might get crushed etc..
SE do not look after their customers at all.. I think I'll have to forget my brand loyalty on the next phone I purchase…
Click to expand...
Click to collapse
Hi,
well, same here in Austria. I had a headphone jack problem (broken, see other forums). At least you got a phone call! I got my phone returned after 4 weeks and had to pay 40 € for the service (aprox. 50$) for nothing. Also here, there was a crack in the case which SE used as an excuse not to do anything with my phone arguing that I (or somebody) already tried to open it thereby causing the crack. So no warranty valid they said instead of calling me and asking whether to repair it for another 10-20 €.
Arguing with SE about it? Forget it. I found a replacement part on the internet for 5 €. Imagine that?! Changing it yourself is not that easy but can be done although this REALLY voids all warranty (well, what can I loose since I can not use my phone without the headphone anyway?).
Guess I will be looking for an Iphone, Nokia or similar next year.
im getting a black one, hope it doesn't have this problem
im loyal to SE, but i think.... have too look for an alternative if SE doesn't look seriously into this problem.
I recently noticed my HTC had white spots showing when browising on a white background which was annoying me. I have looked after my phone and it's unmarked but thought well its under warranty so might as well get it sorted. Phoned HTC and advised them of the problem. They said no worres we will pick it up tomorrow from your work and it will take 10 days to sort out. Got an email today saying the repair is not under warranty either pay £198 for a replacement board, pay £20 to ship back or let them scrap it??? WTF! So I had to pay £20 to get my phone back and really wished I hadn't bothered now. Just hoping it is still working as it was fine apart from the small fault at the start. Has anyone else had any bad experiences?? I might write a letter of complaint to them.
T Mobile replaced two HD2's for me, I didn't even purchase them from T Mobile. I guess you should go with the TMOUS next time.
HTC warranty means help yourself for 20£
evereste said:
T Mobile replaced two HD2's for me, I didn't even purchase them from T Mobile. I guess you should go with the TMOUS next time.
Click to expand...
Click to collapse
Hi there HTC WARRANTY is SHOCKING!!
Check my tread any help drop PM!
http://forum.xda-developers.com/showthread.php?t=844980
and another HTC user
http://forum.xda-developers.com/showthread.php?p=11571127&posted=1#post11571127
Spendy said:
I recently noticed my HTC had white spots showing when browising on a white background which was annoying me. I have looked after my phone and it's unmarked but thought well its under warranty so might as well get it sorted. Phoned HTC and advised them of the problem. They said no worres we will pick it up tomorrow from your work and it will take 10 days to sort out. Got an email today saying the repair is not under warranty either pay £198 for a replacement board, pay £20 to ship back or let them scrap it??? WTF! So I had to pay £20 to get my phone back and really wished I hadn't bothered now. Just hoping it is still working as it was fine apart from the small fault at the start. Has anyone else had any bad experiences?? I might write a letter of complaint to them.
Click to expand...
Click to collapse
I have send my HD2 5time to warranty never had to pay 20£!
But It already cost me a lot of time=money.
They do awful swap old one for refurbrished one.
Refurbrished means not a FACTORY build one but UK hand made JUNK!
It has been 3 time serviced and 2times swap!In 3 months
AND FOR MORE FUN its going again for swap!
3repeirs 3swap good job HTC good JOB.
NEVER ever HTC
but maybe who don't want to have kind of new mob every week
The whole swapping process has 2 targets:
- Faster service for you
- Reduce cost for HTC
Repairing a device with tiny little formats of virtually all parts can take time and needs quite some test procedures after the work is done. Once finished, fixed devices go into the swapping pool. Or get scrapped, if not repairable at reasonable cost.
tictac0566 said:
The whole swapping process has 2 targets:
- Faster service for you
- Reduce cost for HTC
Repairing a device with tiny little formats of virtually all parts can take time and needs quite some test procedures after the work is done. Once finished, fixed devices go into the swapping pool. Or get scrapped, if not repairable at reasonable cost.
Click to expand...
Click to collapse
You sounds like one from HTC
1ST swapping is NICE if is swap for new factory made product not a refubrished one from HTC made by hand!
2ND My HD2 was 3times repaired and 2times sw.
ques witch of these procedures were longer . . . swapping!
So maybe in different country but not in UK-London
UK-swap means Phone built up by somebody in UK by hand!!!-nothing to do with HTC from TW-boxed brend new
No, I am not HTC, but I´ve got many years of experience with other manufacturers.
Imagine you are this manufacturer. Refurbishing is a logical solution. Repair work is done by human beings. You cannot trash all defective devices, that would be too expensive. Fixing broken units, or assembling working ones with parts from broken ones is definitely cheaper. And trust me, according to years of experience, it definitely works in most cases. And finally, please remember that after 2 failed attempts of fixing the same (or at least "your") device, you get the right or should try to claim a new unit instead of a fixed one - it´s European law.
And yes, most manufacturers do not run their own service centers, usually service is done by third party companies. Any reasonable manufacturer will tightly control the quality of a) the freshly made devices and b) the repaired devices. At the end, an angry customer is usually much more expensive than a happy customer. Try to see it from this end.
All this apart, it is obvious that most recently, the number of bricked devices has grown dramatically. Maybe there are too many strange errors due to flashing Android stuff, which come with bad drivers etc, and the service centers are kind of overwhelmed with too much work, who knows.
If I was HTC, I would also watch carefully what is going on - and I think they do. They can easily see also here at xda that recent growth of "bricked device" threads. I cannot blame them for being careful, honestly spoken. It is simply a professional attitude.
HTC Romania
I just (yesterday) got my HD2 back from the repair service.
It had to go there 3 times. 2 times for the digitizer problem, and the 3rd time for the fact that the Sdcard reader was not functioning anymore.
It took them a month or 2 to repair everything, but it's working again. Service sucks? Nope, not really. I did not buy the phone here in Romania, but since it's an HTC one, the HTC warranty applies everywhere in Europe.
I can't say HTC sucks in their warranty cases.
tictac0566 said:
No, I am not HTC, but I´ve got many years of experience with other manufacturers.
Imagine you are this manufacturer. Refurbishing is a logical solution. Repair work is done by human beings. You cannot trash all defective devices, that would be too expensive. Fixing broken units, or assembling working ones with parts from broken ones is definitely cheaper. And trust me, according to years of experience, it definitely works in most cases. And finally, please remember that after 2 failed attempts of fixing the same (or at least "your") device, you get the right or should try to claim a new unit instead of a fixed one - it´s European law.
And yes, most manufacturers do not run their own service centers, usually service is done by third party companies. Any reasonable manufacturer will tightly control the quality of a) the freshly made devices and b) the repaired devices. At the end, an angry customer is usually much more expensive than a happy customer. Try to see it from this end.
All this apart, it is obvious that most recently, the number of bricked devices has grown dramatically. Maybe there are too many strange errors due to flashing Android stuff, which come with bad drivers etc, and the service centers are kind of overwhelmed with too much work, who knows.
If I was HTC, I would also watch carefully what is going on - and I think they do. They can easily see also here at xda that recent growth of "bricked device" threads. I cannot blame them for being careful, honestly spoken. It is simply a professional attitude.
Click to expand...
Click to collapse
Good
Yep I did ask for NEW after 3 times feiled in MiltoneK
Yep Problem is NEW is not new BUT Made by HAND - refurbished- from new parts - 2 times 2 times rubbish
Yep I have never ever flash to A or W7 or Ubu
I my mind to the cheapest way in my case was to accept Brend NEW from FACTORY only witch is the way they don't do!
COST me and HTC more than I've paid!!!
6 x UPS from and to my house, work, phone calls.
There is someone wrong and it's not me with my hands
100% unsuccessful in 5 cases! 6 awaiting next week
OMG
WHAT I NEED MORE
The annoying after sales experience that i had concerning HTC, has to do with a phone that i purchased by a Greek shop about 6 months ago, which, as i found out, is of Portuguese (or Spanish) origin. The phone is now in need of service but HTC claims that they provide service only for phones that have been sold by them within Greece, so they refuse to receive my phone. Instead they tell me to send it to Spain (obviously the transfer costs should be provided by me).
Its really kind of awkward to not provide local service since their Warranty states that 'if you have purchased the Product in a member state of European Union, Iceland, Norway, Switzerland or Turkey and HTC originally intended the Product for sale in one of these countries, this Limited Warranty is valid and enforceable in all of these above listed countries'. Yet, they seem to ignore this paragraph of their Warranty.
Its really kind of awkward for a multinational company like HTC refuses to provide service for their phones irrespectively of the location (at least within the European union boundaries).
I used to be a big fan of HTC, and i have spend a lot of money over the last years buying premium phones (for premium money of course). I expected to have serious after sales support for the money given, and above all as promised within their Warranty for European citizens.
Up till now i have received irrational excuses by them, thus making me officially complaining to any consumer organizations i know. i really look forward to see the outcome.
European law is crystal clear: "Warranty" is the responsibility of the seller - not the manufacturer. It lasts 2 years. One of the major reasons this rule was created is the free trade zone of Europe - means, if your seller bought the device from a Spanish trader, it does not touch you.
The "guarantee" from the manufacturer, however, is a whole different story, as it is not mandatory (in comparison to the seller warranty). HTC gives this "limited warranty" based on their own regulations, and usually, it lasts only 12 months.
In the sum, you can claim manufacturer warranty according to what you quoted, but in case they "refuse" for whatever reason (maybe they have a distributor in Greece?), your seller is still responsible, please keep this in mind - at least as long as you bought from a EU country seller.
tictac0566 said:
European law is crystal clear: "Warranty" is the responsibility of the seller - not the manufacturer. It lasts 2 years. One of the major reasons this rule was created is the free trade zone of Europe - means, if your seller bought the device from a Spanish trader, it does not touch you.
The "guarantee" from the manufacturer, however, is a whole different story, as it is not mandatory (in comparison to the seller warranty). HTC gives this "limited warranty" based on their own regulations, and usually, it lasts only 12 months.
In the sum, you can claim manufacturer warranty according to what you quoted, but in case they "refuse" for whatever reason (maybe they have a distributor in Greece?), your seller is still responsible, please keep this in mind - at least as long as you bought from a EU country seller.
Click to expand...
Click to collapse
HTC will give 24 months warranty in Europe.
copy/past from their website
-----
This Limited Warranty shall last for twenty-four (24) months from the
date of original purchase for mobile devices, and twelve (12) months
for accessories (whether included in the mobile device sales package
or sold separately) other than the media on which any software is
provided, CD-ROM, memory card (“Warranty Period”).
-----
The warranty thing is a bit dodgy in Europe. Some manufacturers only sell online (Dell) and they used to state the 1 year warranty as you said.
Fortunately and good for the customers there have been several cases where the judge said that manufacturers should not put the stress on stores for paying the legal warranty stuff after the first year of purchase.
That is also the reason why some European car manufacturers promote their 2 year warranty in ads now (funny because they just have to provide that).
Had the same problem with my HD2 (whiter spots on the screen) and it was fixed under warranty(it did take like 2 weeks). However, for such an expensive phone, I'd expect a better treatment.
For example, when my MX Revolution mouse had problems with rubber band on scroll (and the store refused to take it for repair, as they did not think it was a big problem), I contacted the manufacturer. They just asked me to destroy it and send photos. 3 days later I got brand new one shipped by DHL. I wish HTC warranty was like that...
tomksoft said:
Had the same problem with my HD2 (whiter spots on the screen) and it was fixed under warranty(it did take like 2 weeks). However, for such an expensive phone, I'd expect a better treatment.
For example, when my MX Revolution mouse had problems with rubber band on scroll (and the store refused to take it for repair, as they did not think it was a big problem), I contacted the manufacturer. They just asked me to destroy it and send photos. 3 days later I got brand new one shipped by DHL. I wish HTC warranty was like that...
Click to expand...
Click to collapse
I agree on that one.
They should at least have swap stock and provide well tested refurbished phones if it is clearly a hardware warranty issue.
That would speed up things dramatically.
For the 2X LG phone they have a VIP service in the Benelux. If it is determined that it is a hardware issue over the phone a new one will be delivered to you within 24 hours in the first year.
I concider my HD2 to be non functional since the periode of March the 20 - 25th.
My experience with HTC and their warranty 'service' Dynafix is ... well no words for this.
The device was produced in March 2010 so this one certainly falls under EU warranty laws which are very strict.
If I do not get a decent answer from them this week they will be faced with EU law for sure.
After spending more than 2000€ on their phones in 3 years time it is time to move on to another manufacturer.
lukesan said:
(...)
After spending more than 2000€ on their phones in 3 years time it is time to move on to another manufacturer.
Click to expand...
Click to collapse
Don´t expect much better services... unfortunately, most manufacturers have outsourced their warranty and repair services.
But, all this depends, of course, on where you live. Each country organization seems to be different (I know services in like 12 different countries so far).
Many users make many different experiences, I myself had quite some issues with Samsung (especially poor where I live at the moment), LG (even worse) or SonyEricsson. The only really good service I received was... from Apple (they do have different authorized service companies, one of them is outstandingly well).
With HTC, however, never had any issues at all. I was lucky, the hardware never failed. And for the software, we´re here at xda anyway, no?
I know that they are both liable (in a different manner). Nevertheless the one who will actually do the service will be an authorized service center of HTC. Thus, as far as i am concerned, i know that i can give the phone to seller where he will send it to spain (because, as mentioned, the Greek distributor will not accept it ), and hopefully i will have it back in a month or two from now.
The question still remains ... why shouldnt i get service as per HTC's warranty in greece? Why should i go through all that hassle so as to get my phone hopefully repaired in about 1 month from now?
I really would expect from the manufacturer who has a big share in the European market, to provide the appropriate service for devices that cost more than 500 euros.
its the same kind of service one would expect when buying electronics, cars, appliances from known brands in Europe (to have local service).
I might ask for much, but i quess when i pay premium money for any kind of appliance, electronics, mobile phones, or even cars i expect premium service (especially when the manufacturer guarantees it)
@ioannister
The EU proposal about warranty was done in '99 and all the EU countries should have implemented this in a timespan of 3 years.
Here you can find the webpage.
http://eur-lex.europa.eu/LexUriServ/LexUriServ.do?uri=CELEX:31999L0044:EN:NOT
Read it properly and use it in the best way to gain your right as a consumer.
The store needs to take of warranty even if it is imported, that is not your issue.
If the store still exists and refuses to cooperate I would inform the ministry of economic affairs in Greece since it is their task to comply and to make shops (no matter how big or small) follow those rules.
So you tried to email HTC about this and they told you to send it to Spain?
Did you afterwards contact them and tell them that was not the warranty statement that is on their website?
I've learned numerous things over the years I've dealt with warranty cases and that is to always note down everything like name, time and date, even record it if you can.
Good luck and keep us informed!
@lukesan
thank you for your reply (and the article).
I have all the mails/communication with HTC. I have repeatedly told them that they violate the paragraph at the warranty that states 'if you have purchased the Product in a member state of European Union, Iceland, Norway, Switzerland or Turkey and HTC originally intended the Product for sale in one of these countries, this Limited Warranty is valid and enforceable in all of these above listed couries .
They have constantly given me answers bypassing the aforementioned paragraph.
I know that this has happened to other consumers as well (at least here in Greece).
I have informed three different consumer organisations here in greece and i am waiting for their feeddback.
i will keep you posted on the 'official' outcome ....
Yes. HTC's service is pathetic
Hi.
I experienced it many times. The service people are so dumb they don't even understand the problem at all. I called them once to solve an issue. I explained the problem .They said "Sir, You need to format your phone". I said "I already did it 10 times". Then he said " You need to do it again".
This is the reason I wanted to buy a Samsung. I am not sure of their service but my friend told me its good. What do you guys think?
Another thing that I came accros checking their warranty conditions and statements (http://service.europe.htc.com/terms&conditions.pdf).
It mainly seems to be focused on the UK and not the complete EU.
I cannot find the conditions in other languages.
It is NOT allowed to let people sign a paper (which includes the paper you have to give to the courier and that you agree with everything ...!) in a language that is natively not spoken in your country.
Seems that HTC violates EU laws with this one as well.
According to the status page mine has been swapped for another HD2.
First of all I do not agree to that if it is a second hand one since mine was in absolute new condition and I told them to only change the mainboard and nothing else.
Hi all,
My SGS2 packed up around 3 weeks ago after freezing during use. I took the battery out and tried to reboot it, but it was dead. Long story short, I submitted the phone via the UK Samsung Service Centre procedure and within 48 hours they had rejected the warranty on the grounds of alleged water damage. They claimed that there was water damage to the USB port and that this was the problem - which I knew was spotless inside and out - no oxides, no discolouration, nothing. It was mint. Odd, I thought. Someone's telling lies.
Now, I know that this is the internet and people say things they don't mean but...this handset has never been in contact with any liquid or kept in overly humid environments in it's entire 11 months from new. Just placed in a gel case and used as a normal phone, stored in an outside jacket pocket and very well looked after. I buy all my phones SIM free, they belong to me so I take care of them.
I decided to contest the claim that it was water damage and refused to send it back to the Samsung service centre as I no longer trusted their judgement. Instead, Samsung said that I could take it to a local Samsung authorised repair centre local to me. Which I did. Their engineer dismantled my phone and stated that there was indeed absolutely no damage to the micro USM port & concluded 'We find no damage to the main board...We advise to speak to Samsung directly to execute the warranty'.
So great, I thought. I called Samsung and they apologised for getting it wrong and assured me that it would now be repaired under warranty. So I submit the phone for the third time - to be repaired or replaced. A week later I get the phone back with the same letter stating that they won't fix it because the say it has a 'Burn mark on the WLAN module' (that was news to me and the last 2 engineer's reports didn't see any such burn mark!) They made no more mention of the alleged damaged micro USB port that was their complaint last time - wow, it must have magically gone away! They also claimed that the 'liquid indicator had been activated'. See below.
{
"lightbox_close": "Close",
"lightbox_next": "Next",
"lightbox_previous": "Previous",
"lightbox_error": "The requested content cannot be loaded. Please try again later.",
"lightbox_start_slideshow": "Start slideshow",
"lightbox_stop_slideshow": "Stop slideshow",
"lightbox_full_screen": "Full screen",
"lightbox_thumbnails": "Thumbnails",
"lightbox_download": "Download",
"lightbox_share": "Share",
"lightbox_zoom": "Zoom",
"lightbox_new_window": "New window",
"lightbox_toggle_sidebar": "Toggle sidebar"
}
Now I'm not an engineer, but that 'Burn mark' looks suspiciously like a blob of permanent red marker pen ink that would be easy to test by rubbing some isopropyl alcohol over the top. I also think that if that WLAN chip had really 'burned out' that the previous 2 Samsung engineers would have noticed it and reported it. They did not.
As for the liquid indicator, well there is an area (less than 0.5mm) around the top of the sticker and right side of the sticker that shows slight pink colouring - but a vast majority 95% is clear. This, I would have thought is a perfect sign of just standard use over a 11 month period which must result from standard atmospheric vapour.
Either the 'engineer' is incompetent or this is a complete scam in my opinion, although Samsung UK acknowledged & accepted that this unit was NOT water damaged, they are now saying that they 'can't order their repair centre to carry out the repair - only 'request' again that they make an exception, but if their engineer insists that it's water damaged then that's that.' Bloody ridiculous!
This whole 3 week saga has been full of inconsistencies & has been a communication & PR disaster for Samsung. Either way, this is the last time i'll be buying Samsung goods. The quest getting Samsung UK to do the right thing and honour the warranty continues. Bad Samsung.
Surprising, I've read stories about poor repair services from Samsung before, but I thought the Galaxy S2 issues were mostly resolved... Go figure.
karendar said:
Surprising, I've read stories about poor repair services from Samsung before, but I thought the Galaxy S2 issues were mostly resolved... Go figure.
Click to expand...
Click to collapse
Well Samsung have really done a number on me. Simply terrible. There's a complete disconnect between Samsung as a company and the Authorised Samsung Service Centres. It seems that they are leaning heavily on blaming everything and anything (regardless on actual cause) on any slight discolouration of the the liquid sensitive patches, which over time will all show a slight discolouration on the edges due to atmospheric conditions, it is after all a one way chemical reaction. They think that this gives them the right to ignore all other evidence and deliberately side step legitimate warranty claims.
Go to the consumer protection organisation in the UK. Start a website bad mouthing Samsung; use whatever means you need to in order to get the message out there.
I dont understand how the "local samsung repair centre" guy didnt just fit a new usb board.
Its no skin off their noses,and youd think theyd have a usb board for sg2 in stock.
My local samsung place would be carphone warehouse.Whether they have to get authorization from samsung to repair phones is what I dont know,but I dont see the point in a company putting themselves forward as a samsung service centre and they dont repair the actual phones.
Is the wlan part of the mb.Seems like samsung only entertain complete donkeys that brick their phones.
Ive got a proper usb board spare if you need it.
theunderling said:
I dont understand how the "local samsung repair centre" guy didnt just fit a new usb board.
Its no skin off their noses,and youd think theyd have a usb board for sg2 in stock.
My local samsung place would be carphone warehouse.Whether they have to get authorization from samsung to repair phones is what I dont know,but I dont see the point in a company putting themselves forward as a samsung service centre and they dont repair the actual phones.
Is the wlan part of the mb.Seems like samsung only entertain complete donkeys that brick their phones.
Ive got a proper usb board spare if you need it.
Click to expand...
Click to collapse
See the catch is, if a part is flagged by control as "Not supposed to have been replaced", this "Guy" might get in trouble. So it's not necessarily the guy you should complain about, but more policies and procedures from Samsung for these service centers and how they scare employees into not being objective by imposing strong sanctions to them if they don't do the job right.
theunderling said:
I dont understand how the "local samsung repair centre" guy didnt just fit a new usb board.
Its no skin off their noses,and youd think theyd have a usb board for sg2 in stock.
My local samsung place would be carphone warehouse.Whether they have to get authorization from samsung to repair phones is what I dont know,but I dont see the point in a company putting themselves forward as a samsung service centre and they dont repair the actual phones.
Is the wlan part of the mb.Seems like samsung only entertain complete donkeys that brick their phones.
Ive got a proper usb board spare if you need it.
Click to expand...
Click to collapse
Thanks for the offer theunderling. Very kind! (And yes, the WLAN is on the MB, on the screen side, midway along the thin strip on the right. The Liquid Sensor on the SGS2 is located inside the rear housing in the compartment that mates up with the Micro USB port. It is effectively open to the elements all the time and is surrounded by a foam gasket above it).
Today I took the phone back to the Independent Samsung Authorised Repair Centre locally to me, as I trust them. They stripped the phone down and confirmed that the WLAN in their opinion, was not 'burned' as the Official Samsung Repair Centre engineer had claimed after their second inspection. They found the following instead:
'With regards to the Burn mark on the WLAN Chip it appears that this isn’t a burn mark it looks like it is a spot which has been placed on the chip via a Red Marker type pen.' (very interesting!)
They also confirmed that there was absolutely no water damage to the phone and that the sensor's slight pink tinge was attributed to 'general day to day use'.
After yet another very frustrating and fruitless conversation with another service agent, I eventually go them to acknowledge that they should read the report contradicting their engineer's findings. At first they simply kept on stating that there was no more they could do, even though I had evidence supporting completely different findings from their engineer. I have now written yet another letter to Samsung UK customer service forwarding these findings, requesting they contact me & resolve this issue immediately.
Terrible business sense, trying to weasel out of honouring a warranty on a faulty phone that will cost them a life time of lost purchases from me & my family and friends. I have no doubt that this situation has the legs to run & run. Now in week 4...
Figure out whom the VP for Customer Support is and send them a letter detailing the events, as you have here, and make them aware of your frustration. Sounds like your trapped in a poor policy vortex and they're just trying to save a buck, some one a little higher-up should have the foresight to see the path of least resistance and good CS is to resolve your issue.
Let me be the bearer of bad news for you:
Samsung simply has no means of executing the warranty, because they no longer have any replacement parts in stock.
This goes not only for Samsung UK, but for all branches all around the world. It has been a very, VERY bad corporate decision, and most Samsung devices (specially the best selling ones, like the GS2) that have been out of production for over 6 months have no replacement parts in stock anywhere.
That is why they come up with lame excuses: they are trying to cover their own asses, they're trying to cover their miscalculations.
Reports similar to yours are happening everywhere. Honestly, I don't think Samsung gives a rats ass about us customers.
It's been suggested that you turn this into a bad PR case for Samsung: tell blogs, create a website, harass them so much they will have no other choice other than replace your phone.
When Apple fanboys hear about this, they not only will have a bang out of it, but they'll spread the word, just to make it look bad for Samsung... I believe they are some sort of ally for you.
neur0tek said:
Figure out whom the VP for Customer Support is and send them a letter detailing the events, as you have here, and make them aware of your frustration. Sounds like your trapped in a poor policy vortex and they're just trying to save a buck, some one a little higher-up should have the foresight to see the path of least resistance and good CS is to resolve your issue.
Click to expand...
Click to collapse
I think you're right, the problem being that Samsung's Customer Service Centre representatives refuse to give me any channel to escalate this embarrassing situation to a higher level - instead they filter my feed back through an 'obfuscation filter' and selectively pick & choose who and what they listen to. I had to mention the term 'legal action' and point out that if they have marked my chip with a red marker pen, and then claimed that this was a burn, that this would be fraudulent behaviour, just to get them to even bother listening. It's just plain wrong.
I will wait for this next official response from Samsung and act accordingly. In the mean time I will try and discover who is responsible for Customer Support for Samsung UK.
Simonetti2011 said:
Let me be the bearer of bad news for you:
Samsung simply has no means of executing the warranty, because they no longer have any replacement parts in stock.
This goes not only for Samsung UK, but for all branches all around the world. It has been a very, VERY bad corporate decision, and most Samsung devices (specially the best selling ones, like the GS2) that have been out of production for over 6 months have no replacement parts in stock anywhere.
That is why they come up with lame excuses: they are trying to cover their own asses, they're trying to cover their miscalculations.
Reports similar to yours are happening everywhere. Honestly, I don't think Samsung gives a rats ass about us customers.
It's been suggested that you turn this into a bad PR case for Samsung: tell blogs, create a website, harass them so much they will have no other choice other than replace your phone.
When Apple fanboys hear about this, they not only will have a bang out of it, but they'll spread the word, just to make it look bad for Samsung... I believe they are some sort of ally for you.
Click to expand...
Click to collapse
Bollocks.
Where is your proof?
****Non of this is of any importance. Just chill the f**k out and relax****
Simonetti2011 said:
Let me be the bearer of bad news for you:
Samsung simply has no means of executing the warranty, because they no longer have any replacement parts in stock.
This goes not only for Samsung UK, but for all branches all around the world. It has been a very, VERY bad corporate decision, and most Samsung devices (specially the best selling ones, like the GS2) that have been out of production for over 6 months have no replacement parts in stock anywhere.
That is why they come up with lame excuses: they are trying to cover their own asses, they're trying to cover their miscalculations.
Reports similar to yours are happening everywhere. Honestly, I don't think Samsung gives a rats ass about us customers.
It's been suggested that you turn this into a bad PR case for Samsung: tell blogs, create a website, harass them so much they will have no other choice other than replace your phone.
When Apple fanboys hear about this, they not only will have a bang out of it, but they'll spread the word, just to make it look bad for Samsung... I believe they are some sort of ally for you.
Click to expand...
Click to collapse
Hmm, thanks for the contribution & insight. That is very interesting to read & disturbing. I have a growing list of all the actions I have taken and the events that have occurred in this saga, but throughout the last 4 weeks I am yet to be contacted by Samsung with the intention of resolving the issue. I always have to call them, email them, write to them....and I am very unhappy with their handling of this situation. I don't think that i'm over-reacting or expecting any more from Samsung than I am due. I am not backing away from this and will not stop until Samsung have resolved this.
Palming in warranty phone faults off on to customers or insurance companies with dubious claims is just not going to fly with me.
I have bought a domain name to publicise this case (and others?) as much as possible if it is not resolved. It's a good domain name too, surprised Samsung didn't buy it to stop other people using it!
mckeowngoo said:
Bollocks.
Where is your proof?
****Non of this is of any importance. Just chill the f**k out and relax****
Click to expand...
Click to collapse
I have some contacts inside the Brazilian branch of Samsung, whose names I can't - obviously - mention.
I'm sorry but I just don't believe that Samsung, who manufacture and purchase a lot of components from other companies, have ran out of spare parts for their line of mobile phones, especially when there is titanium version of the S2 due to be unveiled in the US in the next few days.
****Non of this is of any importance. Just chill the f**k out and relax****
Wow that is a shocking story. Now I actually think that I am lucky my phone got repaired twice without a problem (Germany). I hope you will get this resolved.
Maybe get the councils trading standards officer involved for the area their service centre is located(cant remenber if its newcastle).
Or you could say youll pay for a repair and sue them for a mb and usb board via small claims court.
theunderling said:
Maybe get the councils trading standards officer involved for the area their service centre is located(cant remenber if its newcastle).
Or you could say youll pay for a repair and sue them for a mb and usb board via small claims court.
Click to expand...
Click to collapse
Maybe I'm being naive here, but with the evidence I have presented and with the bizarre 'Red Pen Event' (!), I am rather hopeful that a Samsung representative will intervene at some stage and make this all go away, apologise and we all move on. I will await some form of official reply to the latest engineer's report I have emailed to them to hear their side of this. But explaining that red pen 'burn' away, that will be difficult, if not impossible!
Write to famous websites seeing if they are willing to publish your article on their website. Preferably pro-apple websites, BGR etc. It will provoke a response from Samsung into doing something right.
Sent From the Tab
Simonetti2011 said:
I have some contacts inside the Brazilian branch of Samsung, whose names I can't - obviously - mention.
Click to expand...
Click to collapse
I have some contacts with contacts within the US Airforce that told them that they have captured downed UFOs and are studying the technology for future exploitation. For obvious reasons, I can't name them.
@OP: Just write a polite letter detailing your frustration to someone higher up in the CS hierachy and hope that they listen. If that fails, I guess what ever action you decide to take will always put you the small consumer at a disadvantage. Buy your next phone from another company.
lambstone said:
Write to famous websites seeing if they are willing to publish your article on their website. Preferably pro-apple websites, BGR etc. It will provoke a response from Samsung into doing something right.
Sent From the Tab
Click to expand...
Click to collapse
That's a good idea, they might well be interested. I'd still very much like Samsung to do the right thing, so i'll keep the discussion going as long as there is some hint of headway. If I end up hitting an impassible wall, then i'll start using the PR route.
Hi all,
been having some real fun and games with my htc one. Some things to look out for if you are planning on picking up a new htc one. It took htc over a month to arrange a repair of the device and when it was returned the "crack" between the front fascia had been made smaller but was still present, so its going back yet again (what fun).
The front glass at the top is still not fitted correctly, and the fascia overhangs at one end and underhangs at the other.
When I first got the phone, I did notice the crack, but ignored it.As a few weeks went by I noticed the crack was getting bigger so I decided to return the phone.
I personally think that the body of the device has not been machined properly, so despite HTC attempting to repair, the problem persists. I have requested a replacement phone this time from HTC.
Dealing with htc service has been a real pain. I unlocked the bootloader, so the first response from htc staff has been "out of warranty". As I have had to remind HTC several times, it does not matter if the bootloader is unlocked in the event of a manufacturing defect. This was "escalated" by htc and after 1 month there was still no resolution. I had to remind them of uk consumer law before they eventually undertook the warranty "repair".
the glass shoulb be higher than the fascia
Nightf0x_007 said:
the glass shoulb be higher than the fascia
Click to expand...
Click to collapse
He said it was high on one side and low on the other. I don't think it should be high either, mine is flush.
Sent from my HTC One using xda premium
My glass is high on the top and low on the bottom. It is subtle enough that it doesn't bother me, and it definitely isn't as bad as some of the stories I was hearing before I bought mine.
Well, I didn't have any similar issue to you guys, but my One had a scratch on the back, along with 2 very small notches, plus a very small piece of some tape or something sticking out of the metal to the right of the bottom speaker. I highy doubt it could've come from my pocket as it was completely stuck, so maybe there was a gap. It also had static noise during calls.
Sent it back and waiting for a new one.
(Why didn't you go through your retailer btw? It's much more effective).
My previous experience was that the HTC repair service direct was better. I waited a week for my old carrier to email me a form for the repair. Previously HTC support did an excellent job. The glass problem is caused by bad manufacture so that the fascia are not true to the body of the phone. Also Please note that my HTC one had only a minor crack showing at the start. It got rapidly worse so I decided to return it. My point is that if u have an ill fitting fascia/gap/overhang then your phone could also get
worse/ let dust in so I would advise to return.
Sent from my One using XDA Premium 4 mobile app
zaphodbeeb said:
My previous experience was that the HTC repair service direct was better. I waited a week for my old carrier to email me a form for the repair. Previously HTC support did an excellent job. The glass problem is caused by bad manufacture so that the fascia are not true to the body of the phone. Also Please note that my HTC one had only a minor crack showing at the start. It got rapidly worse so I decided to return it. My point is that if u have an ill fitting fascia/gap/overhang then your phone could also get
worse/ let dust in so I would advise to return.
Sent from my One using XDA Premium 4 mobile app
Click to expand...
Click to collapse
Oh alright. Well, I don't know. Here in Norway I sent in my One X on a monday, and got it back the same week. Sent in my One on tuesday and my new One will be here tomorrow. I guess it differs.
These defects really aren't acceptable, so you should always return imo.
YorubaDey said:
Oh alright. Well, I don't know. Here in Norway I sent in my One X on a monday, and got it back the same week. Sent in my One on tuesday and my new One will be here tomorrow. I guess it differs.
These defects really aren't acceptable, so you should always return imo.
Click to expand...
Click to collapse
Yes it appears thing are very different here in the uk. I have been trying to resolve this with htc since 10th July!! They parked (or in htc uk speak "escalated") my issue for almost a whole month. Today they are making their mind up (hopefully) to supply a replacement phone. It seems decisions in the uk are long winded.
zaphodbeeb said:
Yes it appears thing are very different here in the uk. I have been trying to resolve this with htc since 10th July!! They parked (or in htc uk speak "escalated") my issue for almost a whole month. Today they are making their mind up (hopefully) to supply a replacement phone. It seems decisions in the uk are long winded.
Click to expand...
Click to collapse
Sad to hear that:/
redbull123 said:
He said it was high on one side and low on the other. I don't think it should be high either, mine is flush.
Sent from my HTC One using xda premium
Click to expand...
Click to collapse
i know what he said , in my device its all high than the fascia
My phone has a screen protector on it and at the top it sticks proud of the phone but at the bottom it's flush which means the screen is sunk in at the bottom also the edges of the aluminum stick slightly proud of the plastic but I don't care the phone looks great and it's not impeading the phone in anyway.
Sent from my HTC One using xda app-developers app
HTC Warranty Repair outstanding since 10th July
cokey77 said:
My phone has a screen protector on it and at the top it sticks proud of the phone but at the bottom it's flush which means the screen is sunk in at the bottom also the edges of the aluminum stick slightly proud of the plastic but I don't care the phone looks great and it's not impeading the phone in anyway.
Sent from my HTC One using xda app-developers app
Click to expand...
Click to collapse
Thats what I thought. However, the crack around the phone got much worse so I reported to HTC July 10th. Apart from a dodgy repair from HTC which I will not accept, they have done nothing since JULY 10th with regards this. I am now thinking that my HTC experience is about done as I have lost faith in HTC service, and this awfully made phone. The S4 may be plastic, but I am confident that if it develops a problem it will be repaired/replaced efficiently without the aggravation I am getting from HTC. Really disappointed as I have been a HTC fan since the desire. The amount of my time, and HTC peoples time that has been spent on this must add up to more than the purchase price of the phone.
What I find really galling is that each time I speak to someone in HTC with regards this I have to remind them of their obligations under UK consumer law. By default they look for reasons not to fix the problem. Quite appalling.
They have thanked me for my continued patience with HTC with regards this matter. It seems HTC are on a mission to test the depths of my continued patience. Awful.
I agree with the above poster, HTC seem to go out of their way to make what should be a simple process very difficult.
I have just spoken to them because I have had two HTC Ones now, with a third on the way from the phone company after I spoke to HTC. Both the phones which got returned had chips in the glass near the metal body on the side, one had a dent, and the other had what looked like scrape marks on the white border bit.
HTC customer service told me they were not aware of any other complaints at all about the build quality (!). I then said well there are a lot of people on the internet who have posted about this. HTC responded with "everyone can post anything on the internet". I asked if presumably that meant that all the pictures posted showing issues were therefore faked, but they didn't answer on that.
To me it is very simple: the customer says they have a problem, the company says ok no problem, we will do everything we can to sort it out. Instead HTC argue, insinuate that I was making things up, and try to make it difficult.
I asked if I could send my poor quality handset to them, they can look at it then send me a new one out. I was told that they would indeed do this but if they could not repair it (which would be impressive if they can repair dents and so on) they would send me out a refurbished handset.
I said well I don't see how that works. I buy a phone which is damaged entirely due to your build process then send it back unused, then get offered what is in reality a second hand phone in exchange. Thus halving the value of my investment in one easy step, without ever actually using the damn thing.
The response: "That is the way we do things".
HTC Warranty Repair outstanding since 10th July
dominic doha said:
I agree with the above poster, HTC seem to go out of their way to make what should be a simple process very difficult.
I have just spoken to them because I have had two HTC Ones now, with a third on the way from the phone company after I spoke to HTC. Both the phones which got returned had chips in the glass near the metal body on the side, one had a dent, and the other had what looked like scrape marks on the white border bit.
HTC customer service told me they were not aware of any other complaints at all about the build quality (!). I then said well there are a lot of people on the internet who have posted about this. HTC responded with "everyone can post anything on the internet". I asked if presumably that meant that all the pictures posted showing issues were therefore faked, but they didn't answer on that.
To me it is very simple: the customer says they have a problem, the company says ok no problem, we will do everything we can to sort it out. Instead HTC argue, insinuate that I was making things up, and try to make it difficult.
I asked if I could send my poor quality handset to them, they can look at it then send me a new one out. I was told that they would indeed do this but if they could not repair it (which would be impressive if they can repair dents and so on) they would send me out a refurbished handset.
I said well I don't see how that works. I buy a phone which is damaged entirely due to your build process then send it back unused, then get offered what is in reality a second hand phone in exchange. Thus halving the value of my investment in one easy step, without ever actually using the damn thing.
The response: "That is the way we do things".
Click to expand...
Click to collapse
Hi, htc have decided to close my trouble ticket today because it has been escalated to senior management. From previous experience this is bad news as last time they forgot about the issue for a month. They have point blank refused to send me a replacement device, despite the fact that they have failed to act in a reasonable time, or fix the reported defect. I have discussed this with my network operator who have stated that they will need to repair the device up to three times before they can commit to providing a replacement. This is their standard process.
Luckily for me, I used mastercard to purchase and have been advised to make claim, given the defect and the appalling service to date. This will take up to a month, and they can insist on a replacement device.
Under UK legislation, for high ticket items like mobile phones, you have a right for the item to be free from manufacturers defect for a period of up to 6 years from date of purchase. Legislation also means that I have a right to demand a replacement device if reasonable efforts have been made by me to enable the device to be fixed, which I have. I have also been advised that it is not acceptable for a supplier to continually attempt repair.
I will never purchase another HTC product for fear of poor service, and they are just such high maintenance in the event of a problem.
It's shame, because I really like the phone from the day or so I have had to actually use it!
Vodafone have said they will give me a different phone next time if the build quality on No. 3 is still below standard. The only thing is I don't want an iPhone or an S4 at all. I got the HTC One because that was the one I liked.
But yes, I will also not be purchasing an HTC product ever again because of their frankly appalling attitude towards their customers. These days it is not enough to simple build a good product, people expect (rightly so) that any follow-up issues will be dealt with promptly and correctly. HTC do not do this so I'll be voting with my feet next time!
Hi, I also think that the HTC One is a great phone, if only HTC could supply me with one that does not have a manufacturing defect. Their last attempt at repair was not satisfactory, and their customer service is appalling. Yesterday they closed down my outstanding ticket with them as "that this case has now been escalated to higher management". Today I called to find out if there was any progress with this escalation, and to get a target resolution for this escalation, was promised a call back from a manager, but have heard nothing yet. Last time they escalated my issue it took 1 month of nothing, no feedback or progress. I suspect that escalating an issue actually means kicking it into the long grass. Anyhow, perseverance is obviously the nature of the game, and just to make sure, I opened another ticket for them, so they dont forget me again. Anyone would think that they don't have a legal obligation to make sure their products are free from manufacturers defect!
Now booked in for a second attempt at repair.
zaphodbeeb said:
Hi all,
Dealing with htc service has been a real pain. I unlocked the bootloader, so the first response from htc staff has been "out of warranty". (
Click to expand...
Click to collapse
Sorry for OT but did they know about the bootloader from their database records (seeing your imei or serial number)? Or they examined the phone?
I told them the bootloader was unlocked. They would have found out anyhow, and in the case of a physical defect, it matters not in law. My understanding is that consumers of "high ticket items" should expect that the product is free from defect for 6 years.
Sent from my HTC One using XDA Premium 4 mobile app
i've exatly the same problem !
http://www.forum-generationmobiles.net/t71067p15-info-aide-probleme-sav-htc-amazon#1236179 https://www.facebook.com/htcfr/posts/10200788414732459 https://www.facebook.com/htcfr/posts/10200788389051817 https://www.facebook.com/htcfr/posts/10200747955481003 https://www.facebook.com/htcfr/posts/648836941801497 https://www.google.fr/url?sa=t&rct=...=xyyIktOgXEykTYbkDGJ9_A&bvm=bv.52164340,d.ZG4 https://www.google.fr/url?sa=t&rct=...=gpxUO8lbtDTSZYh8mZ9IOg&bvm=bv.52164340,d.ZG4
lol seriously six years? I mean, we got two years in Germany, i find six a bit unreasonable...is that really UK law?
Have purchased 8 HTC devices over the last 10 years and most recently the One M9. I was prepared to give HTC a chance when the press ridiculed them for lack of progress versus competitors.
My biggest problem was HTC's awful customer service/warranty department who when made aware of the sapphire glass on my rear camera failing would NOT repair it under warranty and told me that I would have to pay for it myself. The device has a Tempered Glass Protector on Screen and Camera along with a Spigen Case on top. My loyalty means nothing to HTC and I will NEVER spend my hard earned money on a HTC product again. I would NEVER recommend HTC to ANYONE and I can see now why the Company has gone into decline. Failure to look after Loyal customers will result in their demise when Samsung LG and Apple are vastly superior in this department.
My Galaxy S5 developed a problem with the rocker buttons and was fixed free of charge a full year into ownership. My iPhone 4s developed an issue with Battery and they simply replaced the device. HTC didn't want to know.
I feel that if this is how they treat their loyal customers then they simply deserve to fail. My hard earned money will be spent elsewhere from now on.
Have you guys had issues with HTC??? If you haven't yet considered a HTC device but might consider one then please do be careful.
jody04c said:
Have purchased 8 HTC devices over the last 10 years and most recently the One M9. I was prepared to give HTC a chance when the press ridiculed them for lack of progress versus competitors.
My biggest problem was HTC's awful customer service/warranty department who when made aware of the sapphire glass on my rear camera failing would NOT repair it under warranty and told me that I would have to pay for it myself. The device has a Tempered Glass Protector on Screen and Camera along with a Spigen Case on top. My loyalty means nothing to HTC and I will NEVER spend my hard earned money on a HTC product again. I would NEVER recommend HTC to ANYONE and I can see now why the Company has gone into decline. Failure to look after Loyal customers will result in their demise when Samsung LG and Apple are vastly superior in this department.
My Galaxy S5 developed a problem with the rocker buttons and was fixed free of charge a full year into ownership. My iPhone 4s developed an issue with Battery and they simply replaced the device. HTC didn't want to know.
I feel that if this is how they treat their loyal customers then they simply deserve to fail. My hard earned money will be spent elsewhere from now on.
Have you guys had issues with HTC??? If you haven't yet considered a HTC device but might consider one then please do be careful.
Click to expand...
Click to collapse
I've had six M9's trying to get a phone without a bent frame around the screen! On the last one I thought that rather than return it to Amazon again, I would speak to HTC and see if they would fix the frame for me so I could keep it, as I really love the phone.
The customer service rep basically told me that I would have to pay for them to look at it and for any repairs made and that it was my fault for purchasing a cheap phone from Amazon and not from them directly.
So my reply was, do HTC make two versions of this phone, one cheap that has build quality problems and the other expensive which is perfect? She was confused and said all are the same?! Basically I told her that HTC have serious issues with this handset and she denied it. I highlighted the company is in trouble and that good service is needed to keep loyal customers from leaving, she didn't think HTC had any worries about it's business?! On complete denial about everything and no help at all.
So, long and short of it, I returned the handset to Amazon and will never go near HTC again. I used my local guy in China to source me a Nubia Z9 Mini so i can give the new IMX234 a go, as the camera looks bloody amazing, unlike the M9!
andybg40 said:
I've had six M9's trying to get a phone without a bent frame around the screen! On the last one I thought that rather than return it to Amazon again, I would speak to HTC and see if they would fix the frame for me so I could keep it, as I really love the phone.
The customer service rep basically told me that I would have to pay for them to look at it and for any repairs made and that it was my fault for purchasing a cheap phone from Amazon and not from them directly.
So my reply was, do HTC make two versions of this phone, one cheap that has build quality problems and the other expensive which is perfect? She was confused and said all are the same?! Basically I told her that HTC have serious issues with this handset and she denied it. I highlighted the company is in trouble and that good service is needed to keep loyal customers from leaving, she didn't think HTC had any worries about it's business?! On complete denial about everything and no help at all.
So, long and short of it, I returned the handset to Amazon and will never go near HTC again. I used my local guy in China to source me a Nubia Z9 Mini so i can give the new IMX234 a go, as the camera looks bloody amazing, unlike the M9!
Click to expand...
Click to collapse
Its no surprise they are a failing company when that is how they treat loyal customers who have a genuine quality control issue. The support from HTC is disgusting. I'm glad to hear they have lost another customer due to their awful support.
I have had zero problems with their customer service or warranty. In fact they corrected a problem sprint created. Everyone has a different experience. Samsung and apple both treated me like ****. Hell apple charged me for a phone I didn't even have lol had to go to court.
Sent from my 0PJA2 using XDA Free mobile app
Well there are also customers that drop their phone and it breaks glass, scratches, dents, dings, starts malfunctioning, etc....and then they call HTC and say it is defective and not their fault. Unfortunately HTC has no way of knowing who is lying and who is not. If they exchanged phones for every customer that claimed defect, they would be exchanging phones that people broke left and right. Certain things shouldn't come loose or start to rattle and if that starts happening they will know it is a defect once they get enough cases. Unfortunately with glass, it is the easiest and most common thing broken on a phone, so doing warranty replacements for broken glass is rare. A screen protector and case do nothing for protecting the camera glass. Most people this has happened to are blaming excessive heat. So I'm assuming you had your phone on the charger over night and it may have overheated from the charger. It would be nice if HTC would at least make an effort to investigate and see if this is possibly happening.
I've only had one experience with HTC customer service, but they replaced the pink tint camera on my M7 for just the labor costs even though it was out of warranty and two years old. YMMV, I guess.
I had this problem as well. It's like talking to a wall with these guys. If you say we will replace your phone no matter what the problem,no questions asked, than you best live up it. When I called, I was bombarded with questions and told I had to pay for them to fix it.
I'll just chime in with my own experience...
I had an HTC One Mini that developed hairline cracks in the plastic (this was a VERY common issue with this phone) and talking with HTC support was, like BR7fan said, talking to a freaking wall. They were totally unaware of the issue even though it was widely reported on XDA. They said they MIGHT be able to fix it for free, but they couldn't tell until they saw it (understandable). But there was a chance I'd have to pay for repair even though there was obviously damage related to neglect. Also, I work remotely, so I have to have my phone for work and the only option was for me to send it in and wait for repair. Anyway, I was frustrated and ended up taking the phone to an AT&T service center and sweet talking them to swap it out for me.
My second experience with HTC was more recent and much better. I had my M8 in my shirt pocket and bent over to pick something up and it slipped out onto the concrete. The glass cracked and there was damage to the metal body. This time I used chat support and the rep couldn't have been better to deal with. I told him what happened, and he checked and said I was eligible for a replacement under the screen replacement policy. I told him that the metal had also been damaged, and he asked me to describe the damage, and while he wouldn't say with 100% certainty that there wouldn't be a problem swapping it out (understandable since I could have been under-reporting the level of damage) he said kind of off the record that if the damage was as I described, there wouldn't be a problem. Anyway, they put a $599 hold on my card + $29 for overnight shipping and the next day I had my new M8 and sent my damaged one back. About a week later the hold was removed from my card.
Anyway, I've had awful CS experiences at a lot of places and then later had great ones. I think it's really hit or miss with these large corporations.
Finally, I think HTC is attempting to shift their warranty policy to be more liberal in replacing/repairing physically damaged phones and honoring warranty for unlocked ones. It seems like this shift isn't going as smoothly as some of us consumers would like.
cstrife999 said:
Hell apple charged me for a phone I didn't even have lol had to go to court.
Click to expand...
Click to collapse
Please expand on that
neverdie007 said:
Please expand on that
Click to expand...
Click to collapse
My gd had an iPhone 4 though att and paid for apple care and the whatnot. Well she lost the sim card for it (don't ask) and we had to go to att to replace it. The clerk dropped and broke her phone. Att said they would give her a new one without issue as it was 100% fault of the store clerk. Apple sent an email claiming she was commuting fraud and the video evidence that was sent was altered. Att fought with them and eventually won. Well they gave her the phone and everything was fine. Then apple sent an email and a bill through the mail for damages for an iPhone 5s that she didn't have and claimed they could prosecute her for fraud... Yea... In the end apple got her a 5s and she got to keep the 4 as way of a settlement. She could have really ****ed apple up.
Sent from my 0PJA2 using XDA Free mobile app
cstrife999 said:
My gd had an iPhone 4 though att and paid for apple care and the whatnot. Well she lost the sim card for it (don't ask) and we had to go to att to replace it. The clerk dropped and broke her phone. Att said they would give her a new one without issue as it was 100% fault of the store clerk. Apple sent an email claiming she was commuting fraud and the video evidence that was sent was altered. Att fought with them and eventually won. Well they gave her the phone and everything was fine. Then apple sent an email and a bill through the mail for damages for an iPhone 5s that she didn't have and claimed they could prosecute her for fraud... Yea... In the end apple got her a 5s and she got to keep the 4 as way of a settlement. She could have really ****ed apple up.
Sent from my 0PJA2 using XDA Free mobile app
Click to expand...
Click to collapse
I think it goes to show how customer service can be inconsistent, which in itself is a problem.
My first 6plus had a sunken home button, so wouldn't 'click' as such and the edge of the hole in the glass where the button fits was sharp and uncomfortable to use. Walked in to my local Apple store and walked out with a brand new handset within 5mins, no questions asked.
Got my other half a iPhone 6 and had to return it as she won't move on from her G2, got a refund instantly, again no questions.
Anyone got any ideas how to get my wife away from the G2? Everything else I get for her to try she doesn't like because the bloody icons and app settings are different, between platforms and handsets!
andybg40 said:
I think it goes to show how customer service can be inconsistent, which in itself is a problem.
My first 6plus had a sunken home button, so wouldn't 'click' as such and the edge of the hole in the glass where the button fits was sharp and uncomfortable to use. Walked in to my local Apple store and walked out with a brand new handset within 5mins, no questions asked.
Got my other half a iPhone 6 and had to return it as she won't move on from her G2, got a refund instantly, again no questions.
Anyone got any ideas how to get my wife away from the G2? Everything else I get for her to try she doesn't like because the bloody icons and app settings are different, between platforms and handsets!
Click to expand...
Click to collapse
Yeah, too often it seem to depend on what CSR you get, and how their supervisor has been behaving that week.
I've twice had to get the trackpad on my MBP replaced, both times were my fault (too much eating and drinking at my desk :silly, and both times Apple fixed it no questions asked under the protection plan.
andybg40 said:
Anyone got any ideas how to get my wife away from the G2? Everything else I get for her to try she doesn't like because the bloody icons and app settings are different, between platforms and handsets!
Click to expand...
Click to collapse
When you figure that out pls share the secret!
My wife has a freaking blackberry z10!!! That she doesn't want to give up because "everything is set up how she wants it".....
Sent from my HTC One M9 using XDA Free mobile app
I can tell you that Apple is undoubtedly the BEST in the service and support department! I just don't understand how these other companies can't see how simple it is and just do it the way Apple does! I mean, it makes me not want to buy another Samsung, LG or HTC product, because ALL of them I have had issues with at one point or another. The one time I had an issue with Apple I was so pissed off that I called in to customer care and spoke to a manager about the problem that I had at a store nearby. She saw that I had purchased about 10 Apple devices in the last 8 years or so, and gave me $150 credit for Apple accessories and also next day aired me a brand new 6 Plus because the Apple store would not replace it after I was having problems and I just got done spending almost a grand for the damn thing! These phones are expensive, and if these companies can't take care of us then go somewhere else because someone is willing to take care of you the right way! Just like this G4 I have that has marks on the display due to a screen coating issue at the plant. Because it;s an International model they won't touch it! WOW I understand that companies don't honor some warranties when you buy an imported phone, but when it's 3 days old and the phone just came out and it has defects that are 100% LG's fault, they should have just told me to send the damn thing in and they would fix it, now they lost my business! That just cost them quite a bit considering I buy EVERY damn flagship that comes out! (almost) They don't care though.... -END OF RANT-
jollywhitefoot said:
I'll just chime in with my own experience...
I had an HTC One Mini that developed hairline cracks in the plastic (this was a VERY common issue with this phone) and talking with HTC support was, like BR7fan said, talking to a freaking wall. They were totally unaware of the issue even though it was widely reported on XDA. They said they MIGHT be able to fix it for free, but they couldn't tell until they saw it (understandable).
Click to expand...
Click to collapse
Uh they ARE aware of that, I talked about it with people from HTC (and Elevate) and they fixed my border without hassle (though I got a border back that's in even worse shape, but I blame Dynafix for that, not HTC.)
sausje85 said:
Uh they ARE aware of that, I talked about it with people from HTC (and Elevate) and they fixed my border without hassle (though I got a border back that's in even worse shape, but I blame Dynafix for that, not HTC.)
Click to expand...
Click to collapse
Sorry, I should have clarified. This was about a month or two after they came out.
jollywhitefoot said:
Sorry, I should have clarified. This was about a month or two after they came out.
Click to expand...
Click to collapse
Ah yeah, my request was like a year after release.
But come on, if it was only a month or 2 after release it could be expected that they (the support) wasn't aware of that. Because at first hearing about it, HTC will most likely just sit by and keep eye on it, see if many experience it (as in a certain % compared to sold devices) and then decide to undertake action or just play ffin stupid.
Support can't be blamed with that, they just followed order
sausje85 said:
Ah yeah, my request was like a year after release.
But come on, if it was only a month or 2 after release it could be expected that they (the support) wasn't aware of that. Because at first hearing about it, HTC will most likely just sit by and keep eye on it, see if many experience it (as in a certain % compared to sold devices) and then decide to undertake action or just play ffin stupid.
Support can't be blamed with that, they just followed order
Click to expand...
Click to collapse
I wasn't blaming the person. There was already a thread on XDA aboout the issue, but I imagine CS reps are discouraged from acknowledging internet speculation. I was frustrated with the system that was going to make me send my phone in for repair rather than them sending me a new one (with a CC hold, obviously) and then me sending the defective one back. I guess it wasn't clear in my post, but I use this phone for work and didn't have a backup.
jollywhitefoot said:
but I imagine CS reps are discouraged from acknowledging internet speculation.
Click to expand...
Click to collapse
Haha, you should. It's exactly as you say it is to the company "just speculation", companies always use bull**** like "only vocal minority" to deceive others. So they rather keep it quiet and ignore forums like this on purpose
I owned a beautiful metallic red HTC One m7 untill recently. It was rooted + BL unlocked (not S-off) since day1 and never ran stock rom. I started noticing all the pictures were out of focus and that camera was stuck in macro mode. I took it back to shop for warranty (it was 1y 8 months old) and they sent it back to HTC for repair. Bootloader showed Relock and it was on an old stock rom nandroid that I found from internet
Almost 3 weeks later it was back, with new camera that was excellent again. They updated to latest Lollipop rom even, with BL still in relock. However they messed up upper speaker grill as the metal was no longer flush with body (stuck out enough to be clearly felt by finger when swiping on screen). I took it back to shop, complained and it got sent away again.
Another 2,5 weeks go by and I get the phone back. This time HTC completely changed the body and screen. It was like having a brand new One M7 in beautiful red. It had still same motherboard and still relock BL. However.... they forgot to install/connect the headset speaker.. so I had no sound when calling someone >_>. Back to shop, complain, explain and return the phone..
So a week later I got the phone back. Except I didnt get the phone back. What I got back was a 32GB M9 in gunmetal grey. I am both happy to have a proper upgrade and for free, a little sad to see my lovely M7 taken from me and quite disappointed in the QC of HTC repair centres.