Database Users

HTC said they would fix it but didn't

Because my Nexus one had a dead/stuck pixel, I called H.T.C. and requested a repair. I sent it to them, and a few days later they said that they had examined it and determined that I needed to pay for the repair. I asked them why, and they replied that it was scratched and cracked.
Well, when I sent it to them, I had an invisible shield (a full body one, mind you) on it, and there nary a blemish on the screen. I told them this, and after a few days (and a couple more telephone calls), one of their managers had a technician examine it, found that it was fine, and said that they would fix it for free.
I received it on Monday, but didn't touch it until Wednesday because I was busy at work and waiting for the new invisible shield that I had ordered. When I used it, I noticed that they had removed the invisible shield, which I expected, but they hadn't fixed the stuck pixel! (Besides this, I had returned it to them with the original box, which they didn't send back to me)
So I called them last night and requested another repair. The representative asked me if they had charged my account for the shipping, and I answered truthfully that no, they had not charged me at all. I suppose that I am fortunate that they didn't, considering the other things they did. So now I am sending my Nexus One back two weeks after I returned it to them the first time, hoping that they will fix it properly, and without any argument.

HTC never charges you for return shipping. You only have to pay to ship it to them.

I am sorry you are having these troubles!
I successfully swapped my Nexus One due to a dead pixel within 3 days! I made a call on Day one at 11pm and by Day 3 at 8 am I had my replacement phone.

uansari1 said:
HTC never charges you for return shipping. You only have to pay to ship it to them.
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That's a bit crap, in the UK they email you a pre-paid shipping label.

I live in the U.S.A., and they sent me a prepaid shipping label. I'm just ticked off because I sent it to them, argued with them for four days, and they didn't even fix it, and two weeks later I need to send it right back. Plus it cost me another Invisible Shield.

Swap method is always better, faster, and easier. Plus, you get a new phone. Who doesn't love that?

They said that they couldn't swap it because it was too far (a few weeks) the purchase date. Maybe the person I spoke to didn't know what she was talking about. That's sort of my impression of the support division of the company, though I know I'm probably having an unrepresentative bad experience.

keet said:
They said that they couldn't swap it because it was too far (a few weeks) the purchase date. .
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I think this is BS from HTC. I swapped my N1 after almost two months. They will put a hold on your credit card; if you can live with that the replacement is much faster than the repair.

I'll consider that if they don't fix it properly this time. I didn't want to swap it because of my engraving and the full-body invisible shield that I put on it, but if they don't fix it this time, I probably won't be willing to trust their repair department again.

I had much better customer service from Apple when I had my iPhone ..I'm getting really annoyed with HTC ...especialy with that multitouch issue..

I have a question. Did they release $28 after you got your 'repaired' phone?

bobdude5 said:
I had much better customer service from Apple when I had my iPhone ..I'm getting really annoyed with HTC ...especialy with that multitouch issue..
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I had a dead easy time with apple and my wife's 3G and her 3GS ... you walk in with the broken phone, they demand £150 (ish) for the repair which is always your fault. They then do an estimate and if its expensive (ie > £150) they turn round and say it's BER (beyond economical repair) and offer to sell you a new one. If it's a cheap fix (ie cracked glass) they repair it and pocket the £150.
Now that is customer service!
Other issues such as the 3G problem on the iPhone where it cascades from 3G to Edge to GRPS to No Service and the only way to get it back is to either power off or switch to airplane mode and back. Took it into two phone shops and then the Apple store in London and their solution? Turn off 3G.
Although their best to date is a macbook which I hardly ever use stopped charging. Rang up and they said bring it in to the Genius Bar in 2 weeks. I did, they then said it's warranty expired yesterday (13 days after I reported the fault) and refused to touch it. Demanded to see the manager said they would do me a favour and look at it for free as it was only 1 day outside warranty. They checked the battery and it had been charged 37 times in a year. The guy said this was quite heavy use and was a years worth and I would have to buy a new battery! Queue one massive kick off in the Apple store, resulting in them begrudgingly fitted a new battery!
Or the iMac 24" ATI I bought that crashed all the time, they gave me 3 units before I read on the internet that it was a software issue. I started running XP and voila ... sorted. Apple rolled out a fix quietly without telling anyone a month or so later.
Yes Apple support rocks!
All modern companies support sucks in some cases ... get used to it. Sell a million units and if you get 99% satisfaction you will get 10000 unhappy customers. Give them a platform to shout on and voila!
I bet not everyone gets Apple support like I do, some people probably can't believe how good they are.
Anyway, enough ranting, I wish google would fix the screen calibration issue although I only need to dab the power button and unlock it to fix mine.

keet said:
They said that they couldn't swap it because it was too far (a few weeks) the purchase date. Maybe the person I spoke to didn't know what she was talking about. That's sort of my impression of the support division of the company, though I know I'm probably having an unrepresentative bad experience.
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HAHAHAHAHAHAHA!! Having worked in multiple call centers let me be the first to tell you that it's hard to find intelligence or common sense in them. I work in a call center for AT&T right now and I do work for the Vice President and Assistant Vice President because nobody else knows what they're doing. As soon as they realized that I had common sense and knowledge of technology they took me off of the phone, gave me a raise and converted me from Contractor to Employee. I asked my Director "Why do you let the managers hire people who are so ignorant" His reply was "I'm paying them $17/hr, I don't expect them to think. We have the information and tools set in place to think for them. If I wanted them to think then I would hire people with a higher intelligence and I would pay them more. Instead, I have people like you come up with tools and other things to think for them"
So this is why I hate when people say "I called T-Mobile and they said..." because that means nothing. You can get a different answer every time because most of them don't know the answer because your questions are above their level of intelligence. Now, I'm in no way saying that every person who works in a call center is an idiot. I'm saying that a large percentage of them do not understand anything about what they're troubleshooting.

I was reading a survey in P.C. Magazine about customers' ratings of the service and product quality from companies such as Apple, Toshiba, and Hewlett-Packard. They rated things such as the frequency with which hardware was found to be faulty soon after purchase, how easy it was to have it replaced, and other such topics. Apple did rank first overall, and Toshiba ranked second. This doesn't surprise me, since I have a ten year old Toshiba Tecra 8100 that still runs fine, though I've fixed the screen hinges.
H.T.C. was not in their listing, and I had never dealt with their support before. I replaced my X51v's screen myself after having it for three years and getting some water damage (I also replaced the backup battery later), and that's working fine now. I'm kind of nervous now -- I half expect my Nexus One to come back with real scratches on the screen, or more dead pixels, or some other problem that it didn't have before. After they already accused me of damaging it last time, I sort of wonder what they might damage to do with it this time -- something worse than sending it back unfixed.

jin1207 said:
I have a question. Did they release $28 after you got your 'repaired' phone?
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Yes, they did; they didn't charge me any money.

dumbestcrayon said:
HAHAHAHAHAHAHA!! Having worked in multiple call centers let me be the first to tell you that it's hard to find intelligence or common sense in them. I work in a call center for AT&T right now and I do work for the Vice President and Assistant Vice President because nobody else knows what they're doing. As soon as they realized that I had common sense and knowledge of technology they took me off of the phone, gave me a raise and converted me from Contractor to Employee. I asked my Director "Why do you let the managers hire people who are so ignorant" His reply was "I'm paying them $17/hr, I don't expect them to think. We have the information and tools set in place to think for them. If I wanted them to think then I would hire people with a higher intelligence and I would pay them more. Instead, I have people like you come up with tools and other things to think for them"
So this is why I hate when people say "I called T-Mobile and they said..." because that means nothing. You can get a different answer every time because most of them don't know the answer because your questions are above their level of intelligence. Now, I'm in no way saying that every person who works in a call center is an idiot. I'm saying that a large percentage of them do not understand anything about what they're troubleshooting.
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dwl, classic!! Are you also saying any one with great talking skills can get the job as customer rep too?

keet said:
Yes, they did; they didn't charge me any money.
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Thanks, buddy. I can let mine go to repairing.
Hope you get what you expect

I sent it back to them last Thursday, of course, and received a message on Monday saying that they had received it. Today, I received another message saying that they had completed their diagnostics, and guess what my option was? Pay for repair, just like last time! I sent a response asking why and called them, but all the morons in their customer service department could do was 'escalate' it, so I just sent a complaint to the Better Business Bureau.

bobdude5 said:
I had much better customer service from Apple when I had my iPhone ..I'm getting really annoyed with HTC ...especialy with that multitouch issue..
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I would be careful saying anything pro apple on this forum, lol.
I have been pretty lucky with both of my htc products so far. My N1 is great and so was my G1.

keet said:
I sent it back to them last Thursday, of course, and received a message on Monday saying that they had received it. Today, I received another message saying that they had completed their diagnostics, and guess what my option was? Pay for repair, just like last time! I sent a response asking why and called them, but all the morons in their customer service department could do was 'escalate' it, so I just sent a complaint to the Better Business Bureau.
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By chance did they answer your question? or at least tell you the results of the diagnostics and how much they charging?

Beware if you buy parts from Global Direct Parts

Anybody looking to buy parts from Global Direct Parts .com beware of them, it's a scam.
I placed an order for 4 ribbon cables for HD2 phones on a sat. The next monday I wanted to add something the said it was already processed, so I had to place another order and pay shipping.
They FAQ says they can reduce min quantities if I buy at least $ 125 of parts, so I add a LCD and place order. They cancelled since now they want $ 149 min. They also went over and changed their web site, so I cannot prove anything.
After 2 weeks my parts are not here, so I call and a wiseguy said I still have to wait until the next 2 days since it was still processing.
The next day they email me they lost my package.
I reply demanding they ship another with Express delivery to make up for the poor service.
They decline and want to issue a refund, and guess what, price on items has gone up (what a coincidence).
I emailed today asking where is my refund (paid with Paypal) and they stated it takes 2 BUSINESS days to issue it.
I placed a claim on Paypal and they emailed back threaten me to stall refund indefinitely unless I remove the claim.
Sorry for this long rant, but such a poor customer service place shouldn't be allowed to do business. I invite anybody NOT to use this place.
They also falsely claim they have all the parts in USA, while they actually dropship from China, Taiwan, and Hong Kong.
Beware guys !!!

Wow. That sux
Sent from my Ally using XDA App

I will agree. Terrible customer service. They say they have new or "a" stock.... the "a" stock are used parts, including damaged and unusable. the others are just in poor shape. then there's the problem with them making you pay to ship their junk back, even after it has been determined to be their error. that's just shady. then the total bs they call customer service... if your lucky to get someone, they are uneducated and clueless about anything going on. good luck trying to get answers or some management to reply to you. i own a repair shop and have spent (wasted) thousands of dollars with these losers.
BEWARE AND AVOID!!!!!

thanks will know

I bought 10 Ffc and no problem I'm sorry you had pRoblems with them
Sent from my SGH-T959 using XDA App

I bought a Samsung Captivate housing almost a year ago and it took about 5 days to get it. Part was new with no scratches at all.
Had no problem with them

I have bought some FFC's from them before and didnt have any issue. Good to know though if I do anything through them in the future!

I bought some. Speakers for an evo 4g about 8 months ago and all went well. About a month or 2 later I got emails from them saying that they had a major employee leave and not to trust emails coming from a. Similar company.

I had a great experience with them and the parts were perfect
Hi All,
It seems that this company went through a bit of a struggle at some point. Being a business owner myself I know that dealing with the public is not always easy especially when you have employees that are not the right fit. You can only do your best and learn from your mistakes and successes.
I just purchased tablet frames from them and they were perfect, the customer service was perfect and I am going to their website now to purchase more. I found some really hard to find products in new condition and at a great price. Personally my experience was great and I would highly recommend them. Definitely NOT a scam. They delivered.
Lance

Clay333 said:
I bought some. Speakers for an evo 4g about 8 months ago and all went well. About a month or 2 later I got emails from them saying that they had a major employee leave and not to trust emails coming from a. Similar company.
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I think it is true that maybe a competitor is trying to sabotage them. I saw the same exact review plastered across several different review sites. I just got parts from Global Direct Parts recently. While I can't say the parts are so good, the customer service was very rapid and good. Apparently they sent an aftermarket that was suppose to be OEM. The customer service agent said the Huawei OEM parts are hard to come by and they usually get it out of refurbished phones now and some might have been refurbished before with aftermarket parts that they didn't end up catching. They immediately refunded me saying since the OEM parts is hard to come by, there is a good chance I'll get another aftermarket.
The other 3 parts they sent are good and as described. I would definitely do business with the company again.

Sprint Repair store (Very Troubling)

I just want to get a bead on what is going on here.
I was window Shopping in the Sprint store this morning & a guy had an OG EVO with a faulty charge port.
Before I go on, note the following:
1.I'm not sure of what insurance plan he had (it could be either TEP+Asu, or just Asurion) so this is where I need your help in clarification. But he definitely has insurance.
2. This particular Sprint Store has the Repair Center.
3. I didn't see a repair tech chime in on the conversation. (Odd as usually the repair techs themselves tell you what can or can't be done. Duties & Policies change so you never know here.)
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He explained this issue to the floor reps & the floor rep told him that they would have to refer him to Asurion ($100+) & get the phone repaired or possibly replaced that way as he claimed it was physical damage.
This customer was no newb (assuming, sounded like he had a clue & a goal anyway) to how this works & explained that he knew this was a common issue as at least two people he knew of, had that same issue with the charge port failing. He did not mention their experience on getting this issue resolved. He called it a defect & it wasn't from him abusing or dropping the phone, which he happily showed in great condition. (I agreed, silently).
They talked back & forth- in small circles getting to this:
The Floor Rep (who sounded very sure of this) said there was nothing this Sprint store could do, they couldn't fix or get him a new/refurb phone because it was technically still considered physical damage.
This went back & forth for about 10 more minutes & the customer was pissed. (Didn't curse or get childish) but he was disgusted that we would have to pay $100 for a manufacturer defect & that the Sprint "repair" center couldn't help him.
He rode on this wave of anger & promptly asked to cancel his service with Sprint. The floor rep easily complied to start the process. (Me thinking: WTF Idiot rep, get the manager!) I face-palmed after that & I left while they were going over the termination.
Now my question/s:
Was the rep right about what they couldn't do for that time of damage/defect? Was this the result because the customer lacking the TEP portion of his insurance?
Are some repair centers more capable than others for this type of damage?
Has some portions of coverage been removed recently aside from the "rarely charged for" $35 screen repairs?
Question for Sprint employees/ former employees: What options can you use to deter a customer from leaving in a situation like that? I feel the rep could've at least put up an inch of a fight to assist in a situation like that or request aid from a manager.
Excuse any spelling or editing errors.

I'm gonna go on a limb here and say that the sprint rep just wanted to show him who the boss was. I've never had any problems with the tech stores here repairing anything from broken screens to broken power buttons. Unless you bring your phone in two pieces or has been physically damaged they should warranty it out.

IMHO
The rep, IMHO, was incorrect for arguing with the customer over what was physical or man. defect. Being a Sprint TC, we are usually asked to go out and inspect the device, open it up and see whether the soldering points are intact or not. you can spot the difference rather quickly when it comes to defect or physical. The rep should have either gotten a TC involved or better yet a manager involved immediately. Most customers, and i mean that with all due respect to both parties, would much rather hear the reasoning from someone who is supposed to know what they are talking about. for some reason customers that i talk to seem to leave in a happier mood after speaking with me over the issue. I have had to step in during a heated discussion between a rep and a customer over issues like this, and I'm not even a lead, just a simple TC. Personally, I think it tends to sound a little more official from the person hired to actually WORK on the devices rather than hear from someone who simply sells it. We spend more time on our job opening them open and inspecting them, just like the reps spend their time selling customers on the device. just my opinion, I'm not looking to start a feud by any means

your response sounds more like a regular store experience for me..

Hypeo said:
I'm gonna go on a limb here and say that the sprint rep just wanted to show him who the boss was. I've never had any problems with the tech stores here repairing anything from broken screens to broken power buttons. Unless you bring your phone in two pieces or has been physically damaged they should warranty it out.
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Yeah same here, I never had an experience like that. But it's been since the HTC Hero (2 years ago) that I've flexed my TEP. At this very store.
And then the sight of this floor rep allowing a current subscriber to leave without any counter-action. (IMHO: is worse than some random would be customer leaving). You don't have to be in retentions to save a subscriber.
I always have the golden rule of try trice (with different reps/stores) before deeming a crap policy as fact. But this guy was understandably baffled at how useless his experience was that led up to him cancelling.
dgomez720 said:
The rep should have either gotten a TC involved or better yet a manager involved immediately. Most customers, and i mean that with all due respect to both parties, would much rather hear the reasoning from someone who is supposed to know what they are talking about.
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Exactly. When he 1st came in explaining his visit, I thought he would log & direct him a TC.

dgomez720 said:
The rep, IMHO, was incorrect for arguing with the customer over what was physical or man. defect. Being a Sprint TC, we are usually asked to go out and inspect the device, open it up and see whether the soldering points are intact or not. you can spot the difference rather quickly when it comes to defect or physical. The rep should have either gotten a TC involved or better yet a manager involved immediately. Most customers, and i mean that with all due respect to both parties, would much rather hear the reasoning from someone who is supposed to know what they are talking about. for some reason customers that i talk to seem to leave in a happier mood after speaking with me over the issue. I have had to step in during a heated discussion between a rep and a customer over issues like this, and I'm not even a lead, just a simple TC. Personally, I think it tends to sound a little more official from the person hired to actually WORK on the devices rather than hear from someone who simply sells it. We spend more time on our job opening them open and inspecting them, just like the reps spend their time selling customers on the device. just my opinion, I'm not looking to start a feud by any means
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I agree with you, as a customer it does sound more official to hear the response from the person who is paid to actually work on the devices. A lot of people view salespeople as just that, salespeople. Someone to sell you something that you probably don't want or need, not someone to fix something that you have already bought and need repaired.
However, from a customer's point of view, he also may be arguing over the fact that it is for things like this in which he bought the insurance to begin with. If I'm spending $8 per month for God knows how long, the last thing I want to hear is "No, we won't repair your phone." In that case, Sprint could really do a better job of educating its customers as to what the insurance really covers. Most people view it as the equivalent of the add-on service plan that you can get at Best Buy or everywhere else, which basically will get your device fixed or replaced (or some money back) if your device fails after the manufacturer's warranty runs out. Apparently that isn't the case with TEP, however that's not how the salespeople sell it. I was in a Sprint store last month with my Dad upgrading his phone, and the sales rep offered it to us by saying "If anything goes wrong with your phone, bring it in and we'll repair it."
He had to backpedal when I started asking him questions about fixing water damage and extreme gross physical neglect...
BigJohn

Same exact thing happened to me. I called Sprint and still no luck. I eventually had a screen problem and the store replaced the phone for me.
Sent from my PC36100 using xda premium

I think that is a prime example of ignorance and lack of care for customers. I have been to many crappy sprint stores who have done similar things. Fortunately I have found a sprint store in my neighborhood who treats their customers with respect and are mostly knowledgeable. Tbh that customer should have escalated it to talk to the manager or just go to another sprint store.
Sent from my PC36100 using Tapatalk

The repair stores are filled with 1 good person to fix phones and 5 idiots. They all depend on 1 tech to actually fix things, and when they can't, the only solution to their problem is.. uh.. Ill have to have u call Asurion. Idiotttts.

This is exactly why the reps in my store immediately hand off any problem phones to a tech. They ask qualifying questions but never argue with the customer. It's up to the tech to determine what's wrong with the phone, and if necessary, "argue" with the customer.
I always explain TEP with a car analogy. You pay an insurance premium on your car in order to carry coverage. If you wreck your car, you pay a deductible and have it fixed.
Evo charging port is a very sensitive issue. I've had some that are obvious physical damage yet the customer still argues and calls me a liar.

So what does TEP actually cover?

cmsjr123 said:
So what does TEP actually cover?
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Ability to get upgrades every 1 year instead of every 2 years. That's about it.
Sent from my EVO

I find that going to an authorized retailer with a repair center works better, I went to a sprint store and they wanted me too buy this or that, battery, etc... Went to a reseller and they replaced my uninsured phone for $35, under faulty USB charger. Also try to go on days they aren't slammed with customers so they can give you the proper attention..

mbaseball3 said:
Ability to get upgrades every 1 year instead of every 2 years. That's about it.
Sent from my EVO
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Seriously?
Sent from my Nexus S 4G using xda premium

DirtyShroomz said:
Seriously?
Sent from my Nexus S 4G using xda premium
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Lol, yeah! I envy everyone else here with their success stories. Sprint stores do chit here for their customers! I'm on a 6 line business plan and they say sorry can't help you any time I walk in to a repair center. We been with sprint since a little before Nextel merger; how ever many years ago that was. I have yet to get a phone properly taken care of even with our insurance. I feel that when they see that there is an issue in device and that they should fix, they just point me to asurion. They never help. Feed us excuse after excuse. Anyone in the orange county area of California have good repair center experiences? Won't be surprised if all responses are No!
Sent from my EVO

mbaseball3 said:
Ability to get upgrades every 1 year instead of every 2 years. That's about it.
Sent from my EVO
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Umm, absolutely not.

Hmmm
I've had my share of issues with the Sprint store where I live. Almost from the time I got the phone I was having issues with it and all they were willing to was a factory reset. They actually let me sit in the store for over an hour (with my two year old son) the last time I went. After we were both tired of sitting I got up and asked the tech about it. He told me "Oh yeah, well the screen is locked and I couldn't get into it" I was floored and pissed off. Someone could have asked me considering I told them I would wait. After that I decided it was time for me to figure it all out on my own.

mskeys2xx3 said:
I've had my share of issues with the Sprint store where I live. Almost from the time I got the phone I was having issues with it and all they were willing to was a factory reset. They actually let me sit in the store for over an hour (with my two year old son) the last time I went. After we were both tired of sitting I got up and asked the tech about it. He told me "Oh yeah, well the screen is locked and I couldn't get into it" I was floored and pissed off. Someone could have asked me considering I told them I would wait. After that I decided it was time for me to figure it all out on my own.
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Wow
Sent from my PC36100 using Tapatalk

mskeys2xx3 said:
I've had my share of issues with the Sprint store where I live. Almost from the time I got the phone I was having issues with it and all they were willing to was a factory reset. They actually let me sit in the store for over an hour (with my two year old son) the last time I went. After we were both tired of sitting I got up and asked the tech about it. He told me "Oh yeah, well the screen is locked and I couldn't get into it" I was floored and pissed off. Someone could have asked me considering I told them I would wait. After that I decided it was time for me to figure it all out on my own.
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We have data preservation sheets for that, which all customers are required to sign. It includes a place to draw your pattern lock or write down any other codes.

Well it would have been nice if someone had asked/told me that when they took my phone. I like just stop talking and give me my phone back before I am unable to control this urge to punch you in the face.

**N7100 SDS Group Repair** for U.S. owners

So I had permission from mod to start a group repair thread here to better gather all the N7100 SDS victim in the U.S. to get the phone repaired in the states. This supposedly saves u time and potentially some money (in case Samsung would not accept your phone or refuse to honor your warranty after you sent the phone to them)
So, everything started in this thread. Details have been discussed in that thread. So if you are interested, please read about the discussions in that thread. This thread here serves the purpose of a better way to find and inform U.S. owners who suffered SDS on their N7100, in order to get the group repair set up quicker.
I am going to summarize some important information from the other thread below.
The Repairer Found
MobileTechVideos.com
The page for Note II eMMC repair is located here
BIG THANKS TO xryousukex
Also, xryousukex pointed out that they are on facebook. So if you want, you can go check out people's comments on their pages. I am quite trusting with them as they have been pretty honest and helpful when i talked to them on the phone, e.g., talking about success rate, pricing, and repair time.
Benefits/Price
Basically, the discounted price breaks down as follows. Note that the "refund deduction" is the amount that the repairer will charge in case of a repair failure. The eMMC costs about $80, so if the seller fails to fully recover the phone, their policy is to refund the labor cost but retain their costs of ordering these eMMC chips. They told me that the success rate should be greater than or equal to 85%. It is just an estimate because they have not seen as many SDS cases on Note II as they've seen on the GS3.
Group of - Price - Refund Deduction (in case of unsuccessful repair)
1 person - $150 -$80
5 persons - $135 - $15
10 persons - $130 - $15
20 persons - $125 - $15
So, as you can see, the major benefit is not BIG discounts, but the less sunk costs in case the repair is not successful.
Group List
So far, we have FOUR people on the list. I guess one we hit 5-person mark, we can discuss about whether to wait for more people or just go ahead. Feel free to update yourself into the list and reply here.
Tentative members
1 - cswithxda
2 - nochancenine
3 - pitflyer
4 - hull22
5 -
Payment Method
The company will send us coupon codes that can be used x times, with x being how many people we have. Or, I was thinking about having the company issue x coupons, with each one sent individually to each one of us, so we won't worry about someone using coupon more than once (e.g., giving the code to a friend that you found to also have SDS on his/her phone)
The rest of the payment details is just normal check out through their website. We can proceed individually once we have the coupons.
Repair Time
I did not ask about this but the guy I talked to on the phone reminded me of the repair time. I was told that it should take around 8 business days to get the phone back, which is essentially 2 weeks considering the shipping/handling. They are located in Texas so you can figure out how long it usually takes for the shipping.
Disclaimer
Neither am I, nor XDA forum, affiliated with the company mentioned in this thread. I am not responsible for anything that might happen to your phone during this repair process, even though I am the initiator of this process. My intention is to gather enough people quickly and get our phones repaired in a fast and economical manner. I am not "pushing" anyone to do this. This is not an advertisement.
Most importantly, XDA is not part of this group repair initiation.
Comments
Sorry for the unprofessional wording in the disclaimer section. I have not done this (initiator) ever in my life. This is also the first phone that I ever need to pay to get it repaired. So my lack of experience should be expected :fingers-crossed: Please don't hesitate to correct any misinformation in the thread by letting me know. I provided the best information I have from the repairer. And if you want, definitely feel free to contact them and verify that I have the facts put down correctly. I will also inform the repairer of this thread so they might chime in and answer some questions maybe. They were a little hesitant about this because they do not want to be deemed to be advertising without permission.
Lastly, feel free to ask any question or concern you may have. I'll try my best to answer.
@Mods: Thanks for your understanding and allowing me to start this thread :good:

I'm somewhat on the fence (frustrated that a brand new phone that should have a Samsung warranty is not being covered since Samsung US basically says these are not their phones and treats Samsung UK/etc as a separate company). However, if we can get to 5 people (and I would vote not to wait for ten, since the additional discount/savings on EMMC refund is small) then I'll probably do it.

Ye, me too. I don't want to wait. And I'll see. If in 1-2 weeks we do not make it five, i'd have to bite the bullet and get it repaired on my own. I'm leaving U.S. mid May. Definitely need to sell it before I leave.

@cswithxda
Let me get this straight. You, the US citizens are not able to get your malfunctioning Note IIs repaired which you bought legally?

Samsung US does not service GT-N7100, in warranty or not.
So if you are in the US you have to either pay someone else to fix it or send it to the country it was made in (since GT-N7100 was not made/sold in US directly by Samsung).
Hence the problem.

pitflyer said:
Samsung US does not service GT-N7100, in warranty or not.
So if you are in the US you have to either pay someone else to fix it or send it to the country it was made in (since GT-N7100 was not made/sold in US directly by Samsung).
Hence the problem.
Click to expand...
Click to collapse
Ohh your Note IIs are from outside the US.

[email protected] said:
Ohh your Note IIs are from outside the US.
Click to expand...
Click to collapse
Yep, that's what this thread is for. Unfortunate U.S. N7100 owners.

Was told by mobile tech that 32/64gb chips can't be sourced. 16gb it is if my n7100 breaks down.
Sent from my GT-N7100

@rbiter said:
Was told by mobile tech that 32/64gb chips can't be sourced. 16gb it is if my n7100 breaks down.
Sent from my GT-N7100
Click to expand...
Click to collapse
Thanks for updating the info.
@all,
I am going to wait till Friday maybe before I have to send my phone to get it repaired. Need it back before mid-May...

cswithxda said:
Thanks for updating the info.
@all,
I am going to wait till Friday maybe before I have to send my phone to get it repaired. Need it back before mid-May...
Click to expand...
Click to collapse
I am still interested in the group repair, but if there aren't enough people I understand that we may need to just take care of these on our own. I guess we are really quite in the minority with this issue.

It seems like you still have the initial three interested. I know they want 5, but maybe you can negotiate at least a smaller refund deduction, somewhere between 80 and 15 for three of us? Right now the price is $80 for attempting the repair and another $70 if they actually fix it. If we can make it more like $50 for attempting the repair and another $100 if they actually fix it .. at least won't feel so stupid to throw another $80 down the rabbit hole...
(I know the actual way it works is you pay $150 and get X amount back)

To the last poster, I'm willing to work out a smaller deductible in the event a device can't be repaired if your time frame won't permit for 5 persons. The idea behind the deductible is I literally spend about $85.00 per chip whether I am successful or not. eMMC densities are difficult to source and extremely expensive as they are CLASS 100 and higher in terms of transfer speed which is why the pricing structure is nowhere near what you would pay for the highest class SD-CARD available. If you have any questions you can contact us via phone. That number can be found on our FAQ page. Due to XDA restrictions I won't post that here but someone else can if they would like. I am not able to monitor my XDA Inbox as I once had more time for so it's best to contact us via phone or email for fastest repsonse.
Thanks guys and good luck,
-Josh

connexion2005 said:
To the last poster, I'm willing to work out a smaller deductible in the event a device can't be repaired if your time frame won't permit for 5 persons. The idea behind the deductible is I literally spend about $85.00 per chip whether I am successful or not. eMMC densities are difficult to source and extremely expensive as they are CLASS 100 and higher in terms of transfer speed which is why the pricing structure is nowhere near what you would pay for the highest class SD-CARD available. If you have any questions you can contact us via phone. That number can be found on our FAQ page. Due to XDA restrictions I won't post that here but someone else can if they would like. I am not able to monitor my XDA Inbox as I once had more time for so it's best to contact us via phone or email for fastest repsonse.
Thanks guys and good luck,
-Josh
Click to expand...
Click to collapse
whereabouts in texas is mobiletechvideo located? houston, dallas, san antonio area or other?

connexion2005 said:
To the last poster, I'm willing to work out a smaller deductible in the event a device can't be repaired if your time frame won't permit for 5 persons. The idea behind the deductible is I literally spend about $85.00 per chip whether I am successful or not. eMMC densities are difficult to source and extremely expensive as they are CLASS 100 and higher in terms of transfer speed which is why the pricing structure is nowhere near what you would pay for the highest class SD-CARD available. If you have any questions you can contact us via phone. That number can be found on our FAQ page. Due to XDA restrictions I won't post that here but someone else can if they would like. I am not able to monitor my XDA Inbox as I once had more time for so it's best to contact us via phone or email for fastest repsonse.
Thanks guys and good luck,
-Josh
Click to expand...
Click to collapse
@connexion2005 That's very nice Josh. I think it was you that I talked to on the phone maybe? I'm not English speaker so I am very bad with English names
Anyway, @nochancenine @pitflyer what do you guys think? If any of you wanna call Josh and talk about lower deductibles for only three of us in the group? I know it'd be nice to have like 50+ people doing a gigantic group repair and get some crazy discount with maybe no deductible at all lol, but it looks like we may be waiting for weeks or even months ahead just to make it to 5 people. So, I am very positive in proceeding with only 3 of us and this thread will then become the reference for other people in the future that might need this service. What do you think? I have an exam tomorrow and a project due, so I don't have much time tomorrow to call them up. If any of you could call and talk about the details, I think we might be able to actually get the process started.
:highfive:

Thanks Josh for posting that you're willing to work with us. I'm not in as much of a time crunch as the OP so I'd like to see if we can get the '5' to get to the negotiated level of discount / non fixable deduction. I will try to call and see what I can work out with only 3 people but not sure when I'll get to it either.
Of course, two lurkers could make this much easier for us if they just sign up for the group repair... I posted this thread on FatWallet where I know there was at least one other poster that had the same issue, so maybe s/he or someone else will make this decision easy.

@pitflyer,
How did it turn out? Any interests?
I'll probably call Josh later today and ask for what refund deductible we have to pay with only three people, and report back. If you are not satisfied with it I might have to jump. I have to clean 2 weeks ahead of time when I will leave the country

I'd like to take part in a group repair for my dead N7100. One question though, how secure are the passwords, etcs on the phone?

OK, then we have four people on the list now.
1 - @cswithxda
2 - @nochancenine
3 - @pitflyer
4 - @hull22
5 -
I just called Josh and was told that with 4 people we get $140 for the repair, and the deductible is the same as if we had 5 people, i.e., $15 each. He also said that he had not failed on one of these phones yet as he had more units repaired in the past couple weeks.
So what do you think? I have to send it out on Monday at least, so I want to see if you guys are willing to do 4 people on Monday.
Thanks

hull22 said:
I'd like to take part in a group repair for my dead N7100. One question though, how secure are the passwords, etcs on the phone?
Click to expand...
Click to collapse
@hull22
I am not sure what you meant by passwords? If they change the eMMC, isn't everything gonna be lost anyway?

cswithxda said:
@hull22
I am not sure what you meant by passwords? If they change the eMMC, isn't everything gonna be lost anyway?
Click to expand...
Click to collapse
as long as my personal information isn't compromised, i'm in
---------- Post added at 04:34 PM ---------- Previous post was at 04:32 PM ----------
cswithxda said:
OK, then we have four people on the list now.
1 - @cswithxda
2 - @nochancenine
3 - @pitflyer
4 - @hull22
5 -
I just called Josh and was told that with 4 people we get $140 for the repair, and the deductible is the same as if we had 5 people, i.e., $15 each. He also said that he had not failed on one of these phones yet as he had more units repaired in the past couple weeks.
So what do you think? I have to send it out on Monday at least, so I want to see if you guys are willing to do 4 people on Monday.
Thanks
Click to expand...
Click to collapse
i'm in, just need to know where and how to send it, etc. I'll have to go reread the thread..

Want to cancel my HTC U11 preorder .

Couple of days ago I preordered a handset so while waiting for it to come I have done customer service research and found something I came across with my Motorola that was virtually non-existing post purchase warranty service. I had my own case with M7 that I simply dropped the case after went forward sending my phone there and back for 2 times but the phone came back from repair centre crippled.
So today I found some repair centre story that in comparison to mine....well mine is a joke Guy went through 4 months of ordeal and zillion emails and without success. Lies upon lies. Ok that was in 2012. Mine case was in 2013. We all know HTC had nothing but a downward journey ever since.
I love what I see U 11 because of supperb camera and unparalleled audio experience in audio department BUT God forbid I will hate myself if anything goes wrong with phone and I have nothing but the trouble. Realistically HTC in red and last thing they can do is decent post purchase service I think they simply have neither infrastructure nor cash.
By the way in both cases phones were still covered by warranty and eligible for repair.
Tell me how was your warranty services in the last 1-2 years.
Thanks in advance.

I haven't sent any HTC phone for repair, but I did have an experience with Sony. I sent a phone for repair for few issues and the turnaround was pretty quick. It took Sony less than 2 days to repair/replace parts and send the phone back to me. I do believe it depends who you talk to and who processed the repair ticket and such. Sometimes there are user errors where customer doesn't follow the instruction which were provided before sending the phone in. The other times someone from the support makes a mistake in the system and this results in unnecessary headache and confusion. I am thinking about picking up U11 and not worried about not getting post-sale support. It is the obligation of the manufactures to handle any warranty services as it is the responsibility of the consumer to pay attention to the rules of the warranty.

Actually I had some issue with HTC customer service last year when I purchased my HTC 10. The charger stop working after 2 weeks and I mailed HTC service several times but they never answered me back. At the end I sold my HTC 10. But I am going to buy HTC U11 from a shop and not from any online store.
Consumer complaints about HTC..
https://www.consumeraffairs.com/cell_phones/htc.html

I've only dealt with HTC Chat customer service and I don't think anyone comes close to them. I've only had to send out my HTC 10 at one point because the lock/power button became really hard to press. Came back around two weeks later only to find that the camera lens wasn't lined up properly and so I was able to send it back again. Never had an issue at all either time.

janjan said:
Actually I had some issue with HTC customer service last year when I purchased my HTC 10. The charger stop working after 2 weeks and I mailed HTC service several times but they never answered me back. At the end I sold my HTC 10. But I am going to buy HTC U11 from a shop and not from any online store.
Consumer complaints about HTC..
https://www.consumeraffairs.com/cell_phones/htc.html
Click to expand...
Click to collapse
That is atrocious experience (consumeraffairs). Same as Motorola. A 1000 loop post purchase service set in the parallel world run by asylum house. Reason is not valid there.
At this moment I have 2 weeks till my phone deliver but I seriously thinking of cancelling my order and sticking to my Pixel. NO I don't want to waste my life like those poor customers.

nebulaoperator said:
That is atrocious experience (consumeraffairs). Same as Motorola. A 1000 loop post purchase service set in the parallel world run by asylum house. Reason is not valid there.
At this moment I have 2 weeks till my phone deliver but I seriously thinking of cancelling my order and sticking to my Pixel. F**k NO I don't want to waste my life like those poor customers.
Click to expand...
Click to collapse
Go look up any OEM on there, no one has good reviews. It's a site for complaints so that is all you get complaints. Compare also to Samsung, Moto, LG on that website they are all bad.

You're far more likely to find bad experiences of any company posted online, because why would anyone feel the need to post good experiences? I had to send my LG G4 back due to bootloop and it was a 10 day turnaround and I was happy with it... however I've also seen horror stories about LG warranty repairs as well.
I reckon I could find dozens of bad experiences posted online for EVERY smartphone manufacturer (and probably every major manufacturer of goods as well). Does that mean I'll never buy a smartphone? Of course not! You can try to minimise the risk of getting a bad experience if you like, by doing tons of research about who has the best customer service, quickest repair turnaround, etc. but why waste your life like that? Even going with a company that seems like it has the best service won't GUARANTEE that you'll get that great service!
If you're really that worried about breaking your phone then get a tempered screen protector, a heavy duty case, spray-on grip for your hands and pray every day! ?

Agreed a bad/good experience can be had by most. I almost pre-ordered but didn't in the end. I feel HTC did a good job with the 11 like the 10 but it's a sold double not the home run. Personally I'm waiting on the OP5, mostly because of the dev support. If I had an unlimited phone budget I would certainly at least take it for a spin.
Sent from my Mi Max using XDA-Developers Legacy app

Wow, I just googled for Apple warranty problems and can you believe that not everyone has had as good service as you? You probably can't believe it as you don't want to take the point that myself and others are trying to make - that your hours and hours of research on after sales care doesn't really mean that you'll definitely get great service every single time, whether it's Apple, HTC or any other manufacturer. But please, keep researching because I'll be enjoying my life in the meantime and being polite to people and respecting their opinions and experiences.
Oh, don't bother replying to me as you'll be wasting more of your time as I've unsubscribed to this thread now. Good luck with your search (and your people skills)!

@aknotts415 This was mine experience. Legit one. I would not bring this but people like you ask for it. Simply go there and compare.
LG vs HTC. I am providing you two links one for each.
LG total of 19 reviews score is 2.7 https://uk.trustpilot.com/review/www.htc.com ( Though there ara other threads that have Bootloop issue all over G4 Nexus 5x)
HTC total of 227 reviews score 2.0. https://uk.trustpilot.com/review/www.htc.com
Again I am seeking people who had direct experience like me. That would be much easier for me.

janjan said:
Actually I had some issue with HTC customer service last year when I purchased my HTC 10. The charger stop working after 2 weeks and I mailed HTC service several times but they never answered me back. At the end I sold my HTC 10. But I am going to buy HTC U11 from a shop and not from any online store.
Consumer complaints about HTC..
https://www.consumeraffairs.com/cell_phones/htc.html
Click to expand...
Click to collapse
How would that make a difference if you buy from an online shop? Though Iv;e red someone did that in order bypass direct contact with OEM.

nebulaoperator said:
@aknotts415 This was mine experience. Legit one. I would not bring this but people like you ask for it. Simply go there and compare.
LG vs HTC. I am providing you two links one for each.
LG total of 19 reviews score is 2.7 https://uk.trustpilot.com/review/www.htc.com ( Though there ara other threads that have Bootloop issue all over G4 Nexus 5x)
HTC total of 227 reviews score 2.0. https://uk.trustpilot.com/review/www.htc.com
Again I am seeking people who had direct experience like me. That would be much easier for me.
Click to expand...
Click to collapse
Just to compare
LG https://www.consumeraffairs.com/cell_phones/lg_cell_phones.html
HTC
https://www.consumeraffairs.com/cell_phones/htc.html
Samsung
https://www.consumeraffairs.com/cell_phones/samsung_cell_phones.html
Apple
https://www.consumeraffairs.com/computers/apple_iphone.html
Sony
https://www.consumeraffairs.com/cell_phones/ericsson.htm
My point is they all rank bad on these complaint websites. People only go there to complain. U have every right from ur story to hate HTC and I'm not discrediting you it's just these websites are not realistic bases since there only for complaints

aknotts415 said:
Go look up any OEM on there, no one has good reviews. It's a site for complaints so that is all you get complaints. Compare also to Samsung, Moto, LG on that website they are all bad.
Click to expand...
Click to collapse
Agree. Only people that have bad experience will complain, but people that had no issues or had positive experience with customer service of any given OEM, won't post their positive experience info.

@aknotts415 the sole reason I gave you my links to trustpilot is there you can right positive review too. Make your conclusions here. Forget consumer affairs.

It's all about personal feelings and experiences.
I have always had HTC never ever a problem with it what so ever.
Great camera is key for me so I went for the LG G4.... Three times for repair!! What a nightmare phone. Great pics though.
So i have to say never a LG for me. Glad the U11 has the best camera. And I can rely on the great quality of HTC again.
But always keep in my mind it's a tech product.

I've had nothing but superb customer service/repairs from HTC, they recently fixed my HTC10 and I had it back within the week, same with my M9 the year before.

Adam182 said:
I've had nothing but superb customer service/repairs from HTC, they recently fixed my HTC10 and I had it back within the week, same with my M9 the year before.
Click to expand...
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What fault did you have on the phone? Did the phone come back without any visible repair damage like body integrity ?

nebulaoperator said:
What fault did you have on the phone? Did the phone come back without any visible repair damage like body integrity ?
Click to expand...
Click to collapse
HTC M9 had small cracks on the corners of the screen bezel, and my 10 had a hot spot on the screen, both came back in the exact same condition only with the issues fixed completely.

Thread cleaned.
On that note, keep this thread on topic and post in accordance with the forum rules. If you have an issue with another member, kindly take it to PM, report them, or move on.
Cheers,
Magnum_Enforcer
FSM

@Adam182 Thanks!