At the time I purchased my phone, most of the carrier stores were sold out of the HTC one. However I found someone local who was selling a brand new unit that they had won in a raffle.. so I purchased it from them.. The unit was brand new in a sealed box.
Fast forward to today, I have been had the purple camera issue for a long time now, and decided I would finally send the unit in for warranty repair.. I logged onto the HTC support chat a started speaking a rep.. I explained the issue I was having with the camera. After confirming that I was still having the issue after upgrading to version 4.3 he said he could proceed with a repair order for the phone.. Great I thought, this will be easy. He asked for my shipping address, he then stated that for canadian customers, they ask that we first go to our carrier stores to try and process a warrenty exchange. If the vendor could not do that then HTC could move forward with the repair order.
I explained to him that I had not purchased the phone from a vendor, but it was purchased brand new and sealed in a private sale.
At that point he stated that it would not be covered under warranty because it wasn't purchased by a validated vendor..
What the hell??
I argued the fact that the phone was brand new and the repair was for a well known flaw, but he refused to budge.. stating that purchasing from a third party vendor, the warranty would not switch over because the vendor was not an actual HTC vendor.
Frustrated I ased him if my phone has now been flagged to be out of warranty.. His response was "I would not be able to process this as a repair in warranty as you have provided that it has been purchased through third party vendor."
SO the moral of the story is to LIE…. If I had just lied and said the carrier would not exchange the phone I would have been fine..
Anyone have any suggestions on how to escalate this?
chrisyng said:
At the time I purchased my phone, most of the carrier stores were sold out of the HTC one. However I found someone local who was selling a brand new unit that they had won in a raffle.. so I purchased it from them.. The unit was brand new in a sealed box.
Fast forward to today, I have been had the purple camera issue for a long time now, and decided I would finally send the unit in for warranty repair.. I logged onto the HTC support chat a started speaking a rep.. I explained the issue I was having with the camera. After confirming that I was still having the issue after upgrading to version 4.3 he said he could proceed with a repair order for the phone.. Great I thought, this will be easy. He asked for my shipping address, he then stated that for canadian customers, they ask that we first go to our carrier stores to try and process a warrenty exchange. If the vendor could not do that then HTC could move forward with the repair order.
I explained to him that I had not purchased the phone from a vendor, but it was purchased brand new and sealed in a private sale.
At that point he stated that it would not be covered under warranty because it wasn't purchased by a validated vendor..
What the hell??
I argued the fact that the phone was brand new and the repair was for a well known flaw, but he refused to budge.. stating that purchasing from a third party vendor, the warranty would not switch over because the vendor was not an actual HTC vendor.
Frustrated I ased him if my phone has now been flagged to be out of warranty.. His response was "I would not be able to process this as a repair in warranty as you have provided that it has been purchased through third party vendor."
SO the moral of the story is to LIE…. If I had just lied and said the carrier would not exchange the phone I would have been fine..
Anyone have any suggestions on how to escalate this?
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Click to collapse
Call again and hope you don't get the same rep. If they pull up that you already claimed it was purchased privately, say it was a misunderstanding and blame it on something else (line was breaking up and rep heard parts of what you were saying and misunderstood). Go crazy. Best imagination wins HTC repairing their phone.
why don't you say : mr. this is an htc product. is not important my vendor, is htc and i have warranty.
Thread closed,
These type of threads can be come OT threads very quickly. Also please check for exsiting threads before creating new one. An example of were this could have been posted is:
What you personally like/dislike about your HTC one
Or
HTC One camera purple tint possible fix
Ghost
Related
all heros have 12 month warranty right? you dont need to apply for it? if anything goes wrong with your phone then you just need to contact htc ? am i right?
thanks
That very much depends on where you are physically located, and where you physically bought the device.
My phone came from T-Mobile UK, and comes with a 1 year warranty. If I have a problem with the device in that time, I should go back to the original vendor (i.e. T-Mobile UK) to seek remedy. In addition, even though I only have a 1 year warranty, my statutory rights are not affected - see this link
Bear in mind that this is going to be covered differently in other regions.
Regards,
Dave
i bought it from ebay. its a simfree version
so will it still be covered.?
thanks
I couldn't tell you definitively.
Assuming you are in the UK, if you bought it from a UK company on Ebay and is was sold "new", then they are responsible. The same may well apply across the EU, but I'm uncertain of this.
If it was bought as second hand from an individual, the situation is not so clear, but it is probable that the original retailer should still be required to honour the warranty.
Regards,
Dave
I faced that issue some time ago and i contacted htc for a problem.
well from what they told me, if the phone wasn't bought at an official htc vendor, then you have no business with htc. Only thing you can do is you can send your phone to htc to get repaired or checked but you'll have to pay for it ( even if you have a guarantee from a shop)
You should contact the store where you bought the phone. And the catch at these local stores is that you should have your guarantee and receipt on your name to be able to claim it. so buying on ebay ...... i cant say for sure
Since there have been numerous questions about this, I thought I'd create a new thread detailing the warranty and DOA processes of HTC. Perhaps a mod will sticky this for a few days so everyone can see it.
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I just spent about half an hour talking to the CS Rep at HTC about my ticket. We had a good back and forth discussion, and he explained how the warranty (repair) and DOA processes work, so I'd like to pass that info on to you guys.
*DOA: If a phone is DOA, i.e. it is defective or otherwise non-functioning out of the box, then they replace that phone with a brand new one. They send the customer a return shipping label. The customer is then to ship the defective phone, accessories, etc. in the original packaging back to HTC at their Houston address. The techs inspect and confirm the defect in Houston. Then a BRAND NEW replacement is sent out to the customer (not sure if it's sent from Houston or Indianapolis though). All said and done, this takes about 7-10 business days from the time the customer ships their phone to HTC. Also, no credit card number is required, because there's no risk to HTC losing inventory with this method.
*Repair (i.e. Warranty claim): A phone is categorized as a Repair if the defect has shown up after some time (i.e. not right out of the box). In contrast to the DOA scenario, here the customer provides their credit card number to HTC. Then HTC ships you a REFURBISHED replacement handset only, along with a return shipping label. Once you receive your replacement phone, THEN you send back your defective unit. The turn around time is usually short for the customer here... it takes 2-3 days for you to get your handset via Fedex.
Now, I've talked to a couple people who were skeptical that they'd receive a refurb because the phone just came out. So was I... then I asked the CS Rep that as well. He told me that they have plenty of refurbished units because this phone has actually been in production for several months. Whenever a phone was found defective at the end of the assembly line, it was sent back to be refurbished, and added to HTC's inventory of refurbs. Also, any presale units that were handed out, by Google to its employees for example, that had issues, were sent to HTC and refurbed as well.
So there you have it. If your phone was entered into the system as a Repair, you're getting a refurb. If your phone was entered as DOA, you'll have to wait 12 days longer, but will get a new phone. Now bear in mind that even if you're getting a refurb, you can expect the phone to look brand new, since it was likely just plucked off the end of the assembly line and never left the factory. The only difference between it and a "brand new" phone is that its case was opened by a technician after assembly...so if you're fine with that, then you're in luck.
uansari1 said:
*Repair (i.e. Warranty claim): A phone is categorized as a Repair if the defect has shown up after some time (i.e. not right out of the box). In contrast to the DOA scenario, here the customer provides their credit card number to HTC. Then HTC ships you a REFURBISHED replacement handset only, along with a return shipping label. Once you receive your replacement phone, THEN you send back your defective unit. The turn around time is usually short for the customer here... it takes 2-3 days for you to get your handset via Fedex.
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*Edit* I didn't see 'warranty claim' first time around. Please ignore.
The information I got was different:
I just called up HTC and asked them If the phone you get in the process where they ship you a phone, and then you ship yours back was going to be a brand new or refurbished phone. He left for about 15 mins to check with some other staff there because he wasn't sure, and came back and swore to me up and down that the phone I would receive will be brand new and NOT refurbished. I don't know if he's right, or if the Rep uansari talked to is correct. However the rep I talked to went away for a while because he told me he wants to be sure I get the correct answer and so he went to check with supervisor/other staff/etc.
melterx12 said:
The information I got was different:
I just called up HTC and asked them If the phone you get in the process where they ship you a phone, and then you ship yours back was going to be a brand new or refurbished phone. He left for about 15 mins to check with some other staff there because he wasn't sure, and came back and swore to me up and down that the phone I would receive will be brand new and NOT refurbished. I don't know if he's right, or if the Rep uansari talked to is correct. However the rep I talked to went away for a while because he told me he wants to be sure I get the correct answer and so he went to check with supervisor/other staff/etc.
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Yes, I saw your post in the other thread. So essentially, everyone is getting different information, and even HTC's own reps don't know the score...? Either way, I think to be safe it's best to ask for DOA if you want to make sure you get a new handset. Either way you'll be fine though.
I'm really curious if what the OP says is true. I have an issue where my phone randomly turns off. It has probably happened to me about 5 or 6 times now. Nothing huge, but a bit disheartening considering the price tag. I was considering calling HTC, but if I'm going to get a Refurb I'd rather not. I work for T-Mobile and I can not tell you how much more often refurb phones come back with issues compared with their new counterparts.
ok called again. this rep also said swaps are brand new. I told him I heard that they are refurbs, then he went to check with 2 supervisors who also said that at this point in time (they said it may change in a month or two) all swaps sent out are brand new phones reserved for this purpose.
Cuda1337 said:
I'm really curious if what the OP says is true. I have an issue where my phone randomly turns off. It has probably happened to me about 5 or 6 times now. Nothing huge, but a bit disheartening considering the price tag. I was considering calling HTC, but if I'm going to get a Refurb I'd rather not. I work for T-Mobile and I can not tell you how much more often refurb phones come back with issues compared with their new counterparts.
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Click to collapse
I have no reason not to tell you the truth of what I was told. That being said, if you call HTC and tell them your phone has had this issue since you first got it, and ask them to DOA the device, you know that you'll definitely get a brand new phone.
Would I contact Google or Asus for a RMA? I am yet another customer plagued with backlight issue.
I purchased my nexus 7 new from ebay, so hopefully I'll still be able to get a RMA for it. I have the original receipt as well.
Do they not make a distinction between registered business vs some random? Rather than caring whether or not you bought it on Ebay or wherever. In other words was it an actual business you bought it from?
And it would be Asus according to Google customer Support. Because you didn't buy it directly from Google.
In the UK the first point of contact for RMA is the place of purchase.
The Distance Selling Regulations apply to eBay BIN purchases and the Sale of Goods Act applies to all new goods sold by business sellers.
I got my N7 from one of online retailer in US and unfortunately it came with headphone jack issue.
I tried to contact Google for replacement and was told Google only does replacement for those device sold by Google Play Store and I will need to contact the place where I ordered it from for warranty. Well, it sold out every where, the place I ordered from saying, they don't have anything left in stock, I will have to wait in line for replacement, and they don't even know when they gonna get it back to stock.
I was then transferred to ASUS tech support, the rep ask me do the factory reset, if still not working then it confirmed hardware issue, I can just bring back to retailer for refund. I asked the option for replacement, ASUS rep told me they can't issue the RMA, I will have to send the device back to them and they will "fix" it for me, he can't tell me how long will it take them to inspect the device and not even confirm i will get the brand new replacement if hardware issued confirm.
Sigh...I am very disappointed and unhappy, not sure what to do next but good luck everyone who need the warranty and replacement and not buying from Google.
Hi,
I bought a brand new and sealed 16GB unlocked nexus 4 off ebay from somebody who purchased it through the play store.
After using the device for a few days now, I've noticed that the Bluetooth keeps dropping. I've emailed google who've said they'll take the phone in to check it out and perhaps send a replacement. However, they said since I wasn't the original buyer of the phone, I wouldn't be covered by the warranty as it only covers the person in the name that the phone was bought.
Has anyone had any similar issues, or do you have any advice on what I can do?
Nice the item was new I can't return it tithe seller as he isn't liable for such faults.
Please help. Thanks
AT101ET said:
Hi,
I bought a brand new and sealed 16GB unlocked nexus 4 off ebay from somebody who purchased it through the play store.
After using the device for a few days now, I've noticed that the Bluetooth keeps dropping. I've emailed google who've said they'll take the phone in to check it out and perhaps send a replacement. However, they said since I wasn't the original buyer of the phone, I wouldn't be covered by the warranty as it only covers the person in the name that the phone was bought.
Has anyone had any similar issues, or do you have any advice on what I can do?
Nice the item was new I can't return it tithe seller as he isn't liable for such faults.
Please help. Thanks
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Click to collapse
contact the chap you brought it from, he may be willing to help with the RMA
Bluetooth dropping............ flash a custom ROM / kernel.
software problem not hardware
I would have to agree with the post above me. I would try to fix it with software before trying to to get it repaired/replaced with Google. It's what this forum is for!
Pretty common when buying from scalpers on eBay. Even though it may be unopened, you are buying a "pre-owned" device sold by a private party and not an authorized retailer.
I bought an S8+ from someone who upgraded their contract, which has developed a line across the display today. Will Samsung repair it under warranty regardless?
Samsung might need a receipt but you'll have to check. Worst case the repair will have to be initiated and done by the original owner. If this person is a decent human being they should be able to handle this for you, either through the carrier or through Samsung.
It should be repaired.
It depends whether the warranty is transferable. Hisense TV's for example don't allow warranty transfer. You'll have to read the Ts&Cs.
Just came off the phone with Samsung UK and they've organised a brand new phone to be delivered on Tuesday, no questions asked. Brilliant.
just make sure you get a copy of the upgrade paperwork from the original owner and then just do the warranty call saying you are that person and give your work address to get the phone sent back to.
mikey_sk said:
just make sure you get a copy of the upgrade paperwork from the original owner and then just do the warranty call saying you are that person and give your work address to get the phone sent back to.
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Click to collapse
No need, new phone delivered this morning. I see lots of people have problems with Samsung support but I really can't complain as it was a painless experience.
My only worry buying a contract phone from someone else was that they would report it stolen and me ending up with a blacklisted phone. No more such worries as I have a new IMEI number.