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.

UK HTC Repair-Reported 10/06-Now Resolved. Thanks for all the fish

Hi All,
for anyone thinking of purchasing one of these device I think you may wish to consider the following. I have been waiting for HTC repair to fix a manufacturers defect since 10th July. They now appear to have lost my phone. As follows:
- 10th July - reported a crack around the device. HTC advised that they would need to escalate the issue on ow to handle the case.
- 7th August - (1 month after reporting the problem) HTC made arrangement to pick up the device for repair.
- 16th August - received my HTC One. The cracks were still present + the glass was not fitted correctly.
- 20th August - send off for second repair
Today it becomes apparent that HTC have lost my device. They say it was repaired, and sent to UPS, who do not acknowledge receipt of it.
Unfortunately HTC are now going to investigate. I have requested a replacement handset many times from them, but they insist they get three attempts at the repair. Given previous experience this is likely to take weeks. Again I requested a replacement device today, but no. They insist the suffering must continue until HTC, putting itself first at the expense of its customers, has executed it processes and procedures.
I have been a HTC fan since the htc desire. I am very sad to say that I would not recommend the HTC One, because they are poorly manufactured, as per my thread http://forum.xda-developers.com/showthread.php?t=2408050
In addition to this, I will never buy a HTC device again because of the appalling service. Even if my HTC One turns up tomorrow, and it is perfect, I will be returning it to ee. This is purely because I have learnt that you cannot rely on HTC to repair their device in a reasonable way.
I can only hope that some one from HTC reads this, and decides to investigate, because they dont like the poor publicity. I doubt it though. My experience is that they are expert in saying sorry for poor service, but its only talk.
One last point, which I think others may benefit from. The effort that I have had to go through with HTC to get as far as I have is huge. A truly high maintenance experience.
Buy a HTC device at your peril!!!
UPDATE
This matter is now closed (well almost) with HTC as far as I am concerned. I had to shout very loud to get noticed, and it took much time, effort and persistence. As you can read in the remainder of this thread, my HTC experience, this time, was far from good.
However, when I was heard, they listened very carefully, and are acting. HTC have convinced me that they genuinely do care about every single customer experience, and they do read threads such as this, and are prepared to act. They are prepared to change anything and everything to improve.
I have worked with global telecoms businesses for most of my working life (30+ years) all over the world, and I can honestly say that I have never experienced such genuine commitment to improve and resolve issues.
I don't suppose that everything will be transformed overnight, but I know that they have real commitment and desire to excel. Its obvious, they have to. Look at their competitors.
I have but one remaining item of business with regards this experience, and its not with HTC, but my network. I had to do the legwork that they should have done on my behalf. Hopefully I wont have to author another thread etc to resolve this matter.
Now I love HTC again.
HTC - Heres to change, Im sure you will be champions of it. Samsung watch out. You may be huge but YOU are up against a formidable competitor.

zaphodbeeb said:
Even if my HTC One turns up tomorrow, and it is perfect, I will be returning it to ee.
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That's what you should have done in the first place; let EE deal with the hassle.

BenPope said:
That's what you should have done in the first place; let EE deal with the hassle.
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Hi Yes you are correct, however I was advised by ee in store to return it to HTC as they would be doing that, rather than repair it themselves because it was due to physical manufacture defect.

zaphodbeeb said:
Hi Yes you are correct, however I was advised by ee in store to return it to HTC as they would be doing that, rather than repair it themselves because it was due to physical manufacture defect.
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And therein lies the problem. You should've insisted that EE handled the repair because they were the original retailer, and therefore it is their statutory duty to make good on the repair and/or replace. I would still go back to EE and claim that since it has been nearly two months since you reported the initial fault, and that you have now been without a phone for 3 weeks, they should replace your device because it is unable to be repaired in a satisfactory time scale and that this is a breach of your statutory rights. Don't take no for an answer, and throw section 48B of the Sale of Goods Act 1979 in their faces.
http://www.legislation.gov.uk/ukpga/1979/54/section/48B
Regards,
Dave

foxmeister said:
And therein lies the problem. You should've insisted that EE handled the repair because they were the original retailer, and therefore it is their statutory duty to make good on the repair and/or replace. I would still go back to EE and claim that since it has been nearly two months since you reported the initial fault, and that you have now been without a phone for 3 weeks, they should replace your device because it is unable to be repaired in a satisfactory time scale and that this is a breach of your statutory rights. Don't take no for an answer, and throw section 48B of the Sale of Goods Act 1979 in their faces.
http://www.legislation.gov.uk/ukpga/1979/54/section/48B
Regards,
Dave
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thank you. Very useful.

HTC have now re located my device, after a call from ee to them. I will now receive a perfectly repaired device back from htc next Tuesday (hopefully) else I'll be going around the houses yet again. If all is OK on Tuesday it will be 69 calendar days since I first reported the problem to HTC. Customer service excellence eh...

I would say that basically every phone company's warranty service is pretty garbage.
Sometimes you get lucky, and sometimes it just sucks.
Sent from my HTC One using Tapatalk 4

3rd HTC repair attempt, but they want me to pay
Hi,
Had some new info from htc today. They lost my phone last week and have now decided that they want to charge me for another repair?!? This is without me even having the phone returned to me after the last repair attempt (2nd repair attempt, again under under warranty).
I can only assume that they caused yet more damage with their 2nd repair attempt, and they want me to pay for it.
I spoke to EE this morning who have raised this as an issue with OFCOM now. The last commitment from HTC (to both me and EE) was that they would return the repaired phone to me for 3/9/13. This was on Friday. I also tweeted HTC over the weekend and they committed to escalating the case (again).
I also want to say thanks to EE for their help in this matter, escalating it to OFCOM themselves.

Nearly
zaphodbeeb said:
Hi,
Had some new info from htc today. They lost my phone last week and have now decided that they want to charge me for another repair?!? This is without me even having the phone returned to me after the last repair attempt (2nd repair attempt, again under under warranty).
I can only assume that they caused yet more damage with their 2nd repair attempt, and they want me to pay for it.
I spoke to EE this morning who have raised this as an issue with OFCOM now. The last commitment from HTC (to both me and EE) was that they would return the repaired phone to me for 3/9/13. This was on Friday. I also tweeted HTC over the weekend and they committed to escalating the case (again).
I also want to say thanks to EE for their help in this matter, escalating it to OFCOM themselves.
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A minor update. HTC tweeted me again after another day on the phone with ee, htc uk, and htc tweeters, As follows:
- HTC uk have now decided (with ee's help again) not to charge me and have advised that my repair is complete and MAY be with me today, despite using UPS standard. UPS have not received the device yet so I will not be receiving the device today as promised under this courier arrangement. I am now exactly where I was 1 week ago with HTC.
I was tweeted again by htc to ask what my ticket number is, so I provided this (as I did on Saturday when they requested it). I tweeted them to 121 courier it to me today.
HTC UK customer service have agreed to email me in the morning to update me on the UPS standard delivery and have refused to courier it to me by any other method because no managers are available to arrange this. Maybe , just maybe, today will be the day my HTC One is returned without defect. I also tweeted that I want a written letter of apology, compensation and a fault free htc one today.
EE have been absolutely brilliant today and have really given me excellent support. thank you Gareth and team for your support.

HTC customer service sucks donkey balls
Sent from my HTC One using xda app-developers app

Don't tell me.... said manufacturing defect is the much lauded gap in the "gapless" technology phone?
Seriously if the phone was less than 28 days old, I would of returned it to EE for a replacement on the spot, although I wouldn't of bothered as every phone in the world has issues, as they aren't Rolls Royce or Rolex's.

I didnt bother for a month after receiving but the crack got worse. The real problem is not the crack. The crack is caused by the front of the device not being squarely attached to the rear, which causes an over/underhang at the top/bottom. I recommend you check yours and return if you can feel this with your fingernail, else yours may crack also. Also check to see if the glass is fitted evenly (see pics). I think this is also caused by the poor front/back fitting as it stops the glass from fitting correctly. If you have your phone on contract I agree (with hindsight) that you should return to your network provider for repair. Going to HTC (UK) has been a disaster. My network (EE) have been brilliant "motivating" HTC to repair the device. Any how the phone is now repaired and, supposedly, on its way to me. I have but one remaining item of business with HTC (UK) which is delivery. They promised to get it to me today, but are using ups standard which wont deliver that result. Yesterday I asked them to escalate this issue and make arrangement for a person to person delivery today. Still waiting for feedback from my escalation, but yesterday they advised that no-one in HTC (UK) has the authority to do this!! I think this actually means they cant be bothered, even after taking 70 days to fix a problem. Hopeless.
I tweeted HTC yesterday and they are looking into my case. They also said they would do this on Saturday however with no apparent results or updates from them. More lip service I think. Still I'll do the silly HTC repair dance for as long as it takes, and cause as much pain and shame as is necessary to do it.

Sorry, but I had the same issue on my One. It didn't get worse or bother me at all. You could of just lived with it and not got so OCD and about.
Sent from my HTC_PN071 using XDA Premium 4 mobile app

Sean88 said:
Sorry, but I had the same issue on my One. It didn't get worse or bother me at all. You could of just lived with it and not got so OCD and about.
Sent from my HTC_PN071 using XDA Premium 4 mobile app
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Look at the pics. If u think thats acceptable then fine, but I am not you. The device was in the process of falling to bits. In my case it did get worse as you can see. You may think that Im OCD, but the law states that the device should be free from defect, and I am thankful of it. Thank you for the valuable contribution to this thread.

biffsmash said:
Don't tell me.... said manufacturing defect is the much lauded gap in the "gapless" technology phone?
Seriously if the phone was less than 28 days old, I would of returned it to EE for a replacement on the spot, although I wouldn't of bothered as every phone in the world has issues, as they aren't Rolls Royce or Rolex's.
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The gapless tech does not cover the speaker area. This has been said many times, even HTC has said it in one of their blogs.
Sent from my HTC One using Tapatalk 4

Oh dear, oh dear
Hi,
got the phone back today, and the gap is back but is now full of a glue. This was actually fixed after the first repair but its back. There is also additional damage in the form of a chunk out of the corner, and an additional gap at the side of the device. The glass problem is yet to be fixed as is the over/underhang, and theres lots of excess glue around the device.
Lucky I got before and after photos at repair cycle. Repair not accepted. No more HTC repairs for me I think.
I made much noise on twitter, and now have a publicly made personal commitment from a HTC senior exec to help with the matter (Twitter is marvelous in these circumstances). I await his response. I am somewhat relieved at this as it does show, at least at the top, that they do care.
So there's good, and there's bad in this update, so unfortunately its still a thumbs down from me. as my problem is still not resolved 71 days after I first reported it.
I offered my professional services to help transform HTC but have not heard anything back yet.
The helpful EE guy I was talking to has disappeared off the face of the planet also until Saturday apparently also. BBC;s watchdog have had a sniff so this could be the start of my TV career, if HTC dont want to hire me.
I also updated HTC and advised that I will only discuss this with the senior exec who offered his services from this point on.
P.S Apologies for the poor pics. I had to use my old phones camera.

Whereas this story is very poor I have to say HTC's UK repairs center were great when it came to me sending in my old Desire and Sensation for repair. 3 day turnaround and both sorted without bother. It does seem like this is a bad experience, though, and one that would just make me claim on my insurance to get a new handset as opposed to getting one repaired

EddyOS said:
Whereas this story is very poor I have to say HTC's UK repairs center were great when it came to me sending in my old Desire and Sensation for repair. 3 day turnaround and both sorted without bother. It does seem like this is a bad experience, though, and one that would just make me claim on my insurance to get a new handset as opposed to getting one repaired
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My device is under warranty. This is the result of three warranty repairs, lots of escalation, costs (time spent, days off waiting for the device to be returned) and grief. How would I make a claim on insurance, its in warranty. Believe me,if I thought my insurance company would fix my ongoing problem I would have claimed. I HAVE authored a thread previously stating what an excellent level of service I received from HTC UK repair, when I had a problem with my HTC desire.
I will give credit where credit is due, and complain when it is due. I want to write nice things about HTC, but in this case I cannot unfortunately.

zaphodbeeb said:
My device is under warranty. This is the result of three warranty repairs, lots of escalation, costs (time spent, days off waiting for the device to be returned) and grief. How would I make a claim on insurance, its in warranty. Believe me,if I thought my insurance company would fix my ongoing problem I would have claimed. I HAVE authored a thread previously stating what an excellent level of service I received from HTC UK repair, when I had a problem with my HTC desire.
I will give credit where credit is due, and complain when it is due. I want to write nice things about HTC, but in this case I cannot unfortunately.
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Oh, I know what you're saying. I'm just saying if I'd had this much agro I would've just got the phone back unrepaired and claim on my insurance and just a brand new handset...sucks that this has happened to you

EddyOS said:
Oh, I know what you're saying. I'm just saying if I'd had this much agro I would've just got the phone back unrepaired and claim on my insurance and just a brand new handset...sucks that this has happened to you
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But would your experience figure in your next purchase? HTC have made contact and I am confident they are taking this matter seriously. Hopefully be seeing improvements and lots of positive reviews like this one
http://forum.xda-developers.com/showthread.php?t=2432718
soon. I wont give this a thumbs up just yet, but I am more confident so fingers crossed :fingers-crossed:

Htc awful customer service and warranty department

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.
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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!
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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.
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Please expand on that

neverdie007 said:
Please expand on that
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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
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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!
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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!
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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).
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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.)
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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.
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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
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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.
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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.

Google Pixel/XL Class-Action Lawsuit

https://lifehacker.com/everything-you-need-to-know-about-the-google-pixel-clas-1822843434
Looks like we might be entitled to a bit of money. The article says we don't have to do anything and will be contacted via mail. I'm not sure how "they" know all of our addresses though. It would be nice if there was a list to join for emailed updates and information. Please leave a comment if you have any further knowledge!
Article TLDR:
WHO?
"According to the filing, the case covers 'all individuals in the United States who purchased a Google Pixel or Pixel XL smartphone, other than for resale, between October 4, 2016 and the present.'" with the exception of "people directly connected to Google or the trial. That includes anyone working at Google, a Google subsidiary, or Google-affiliated company. It also rules out any judges assigned to the case, along with their immediate family."
WHEN?
"For now, there’s not much you need to do. Just by buying a Pixel phone you’re included in the class action lawsuit. Once a trial is approved you’ll probably receive a notice in the mail telling you how to actively join the case. It will also explain how to file a claim once the lawsuit is settled— assuming there’s some money to be had."

WHY?
Google’s Pixel and Pixel XL smartphones suffer from what the company called a “hairline crack in the solder connection on the audio codec.” In some cases, this made it extremely difficult to use the microphone, making phone calls and voice commands impossible.
The company says only 1% of Pixel phones included the defect, but the lawsuit notes that within just a few weeks of the device’s launch people were already reporting issues with the microphone. Instead of offering refunds, Google replaced some defective smartphones with new units that had the exact same issue. Even worse, the company never stopped selling the Pixel and Pixel XL despite mounting evidence that something was wrong.

I feel like I got ripped off by Google, and I'm not buying another, Lots of issues with this phone, and if you take a photo near the sun you get BIG round sun flairs.

godfish said:
I feel like I got ripped off by Google, and I'm not buying another, Lots of issues with this phone, and if you take a photo near the sun you get BIG round sun flairs.
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That's also every phone and camera that isnt a dedicated camera that costs more than $1000. Do you feel ripped off with a dedicated camera that does this too? And I wouldnt say there were too many problems...some, sure, but enough to deter from buying another Google phone?
The price is more of a deterrent to buying another phone if you ask me.

Yeah I 2nd what @godfish said I bought an EOS Rebel and the damn thing won't make phone calls to save my life. I mean what the hell. But as far as my pixel XL goes, ever since I rooted and unlocked the bootloader and flashed a new rom everyday I seem to have apks crashing, substratum themes that don't mesh well with some apps. Loss of root from twrp. Its all Google's fault. So I was thinking of getting the pixel XL 2. How's it's camera? Does it work under water ?

I don't really get why there's got to be a class action lawsuit their exchange policy is awesome and easy to deal with. Had a problem with mine and it only took about a two-minute phone call before they sent me another one. People are always trying to get a dollar. I won't be joining the class action deal.

mac796 said:
I don't really get why there's got to be a class action lawsuit their exchange policy is awesome and easy to deal with. Had a problem with mine and it only took about a two-minute phone call before they sent me another one. People are always trying to get a dollar. I won't be joining the class action deal.
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My wife had 4 pixels before we demanded a different phone (a galaxy s7) from Verizon. Insane.

Joshuaboyzn said:
My wife had 4 pixels before we demanded a different phone (a galaxy s7) from Verizon. Insane.
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Yes that's no good. I had the first gen pixels big and small, they had no issues, maybe I got lucky. Then I got the pixel xl2, it had touch screen issue and they replaced it.

My PXL is all good. Did get a P2 and P2XL and both were fault: P2 had speaker issues and the P2XL had the worst blueshift imaginable. Returned both for full refund including all shipping costs,no hassles and no questions.
Not sure this is worth a class-action lawsuit, but then again, I'm not in America. Good luck if you get something (as long as that doesn't then affect the rest of us... Y'know, higher prices, for example)

mac796 said:
I don't really get why there's got to be a class action lawsuit their exchange policy is awesome and easy to deal with. Had a problem with mine and it only took about a two-minute phone call before they sent me another one.
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I refused to RMA because what I get back would not be bootloader unlockable. I've basically been clearing my cache in TWRP every day since November because of the random reboot issue. Many have exchanged phones multiple times and still receive a refurbished device that does the same thing. Without an unlocked bootloader and TWRP, I'd be suffering the same fate as many who just have to watch their phone reboot repeatedly until it dies.

mattwheat said:
Yeah I 2nd what @godfish said I bought an EOS Rebel and the damn thing won't make phone calls to save my life. I mean what the hell. But as far as my pixel XL goes, ever since I rooted and unlocked the bootloader and flashed a new rom everyday I seem to have apks crashing, substratum themes that don't mesh well with some apps. Loss of root from twrp. Its all Google's fault. So I was thinking of getting the pixel XL 2. How's it's camera? Does it work under water ?
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I snorted out loud. I almost spit water all over my bed.

If you read Google's own discussion groups, this is a huge problem and there is clearly a manufacturing defect with the motherboard. This problem only affects the XL, it seems.
I was running stock and mine died suddenly at the ripe old age of 16 months. I was lucky compared to many others!
I expect a $100 off brand phone to last longer than 16 months, but I don't expect an off brand company to do anything for me when it dies. Spending nearly $900 on what's marketed as the best piece of premium hardware is different though, but Google could only refer me to an aftermarket shop that wants to charge me $350 for a new motherboard... There's no way to just but the replacement part.
Ignoring the fact that I feel like the right thing for Google to do is extend coverage for manufacturing defects like this, wouldn't the $350 repair simply be replacing my old defective hardware with new defective hardware? If Google won't admit to a problem, it's pretty much impossible for them to assure us that the problem has been addressed and that we should have faith in the replacement parts.
I've never filed a warranty claim in my life and can't stand it when people RMA their devices at the 12 month mark just to get a newer phone or to fix a screen that got cracked when they threw the phone into the wall.
Some of you can laugh if you want, but it will become very much not funny in a few more weeks/months when your device inevitably dies from the same issue.

Unfortunately, you are not the only customer.
mac796 said:
I don't really get why there's got to be a class action lawsuit their exchange policy is awesome and easy to deal with. Had a problem with mine and it only took about a two-minute phone call before they sent me another one. People are always trying to get a dollar. I won't be joining the class action deal.
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I just wrapped up a six month battle to replace a Nexus 6P that had device protection. I was offered a replacement during that famous "2 minute phone call" (6 month after purchase). When I saw I needed to authorize about a GRAND for the replacement I offered to send the phone and wait it out while using my Nexus 5X. I was told quite quickly (despite being told I would have the defective phone replaced with a Pixel XL) "WE WILL SEND YOU WHAT YOU SEND US." me: but you guys just told me you are aware it has a battery issue: " WE WILL SEND YOU WHAT YOU SEND US". 6 months later -and involving the Better Business Bureau: 2 days after emailing BBB -I had the Pixel XL. After asking them for 6 months to honor original solution.
I know a good product when I see one; or at least I respect innovation.
I use their phones for the tower/switch software/set-up.
But, I highly advise to use their system; while not purchasing through them.
If it's in there best interest to resolve the situation quickly and effectively; they will.
If your idea of fair is not inline with them; you are bounced infinitely between dept. Until the BBB jumps in.
Y'all been warned.
Hopefully, they are working on this.
THX. no hard feelings. honestly my 100% experience...
oh well