Related
As the title says really. Has anyone from the UK had any experience of HTC warranty repairs?
My Desire is booked for collection tomorrow for a few hardware faults to be fixed. Do they usually take the full 15 days that they quote?
I'm currently back to using my old faithful Nokia 6310i. What a great phone that is. It's years old and still works flawlessly. Although I'm not sure I'd go back to it full-time
For me, they've been very good and very quick. Had my Nexus One back in 7 days and my Desire in 8.
Had mine back in 5 working days, 7 in total. The LED flash had stopped working (before the days we could use it as a flashlight).
rolfd said:
I'm currently back to using my old faithful Nokia 6310i. What a great phone that is. It's years old and still works flawlessly. Although I'm not sure I'd go back to it full-time
Click to expand...
Click to collapse
One of my favourite phones of all time. Actually, I still use an old 3330, 8850, 8910i and Ericsson T28 too. All working and looking in tip top shape.
-----------------------------------
- HTC Desire via XDA App -
They took 25 days with my phone, and I was told they could take up to 28 days with it. Mine wouldn't power on, so I took it to CPW who had it 2 days before they sent it to HTC.
I had a nightmare experience! Involved two Desires, and took 3 months to resolve. Still not 100% sure it's ok.
Got my Desire in March, first batch of Desires. Was fine until end of June when started getting random restart, related to a faulty motherboard. I sent it in via T-Mobile who sent it to a repair centre the next day (signified by online tracking update). On day 8 of no further update I email in to ask what is going on, and they do stuff and send it back on day 10. All they did was a software update and changed a sticker, and problem still existed.
I complained and moaned to T-Mobile, who after a while gave in and gave me another Desire. This one had a worse problem. Screen kept on cutting out even though the rest of the phone was working. Took it on holiday with me and proved to be totally useless because of the issue. Come back and send it in directly to HTC this time hoping to get better service, but it seems like it all goes back to the same repair centre in Milton Keynes.
They send it back 3 weeks later after fixing the receiver instead of the screen. There was nothing wrong with the receiver! I complain big time and ...
Long story short, send it back again gets fixed after the engineer phones me up to get a description of the problem. Also one of the managers phoned me up to give me updates on the phones progress. She actually called me up yesterday to see if the phone was still ok. So far so good. I guess I was unlucky, but it was a nightmare experience, as I love the phone so much (still).
Customer service was good as they always got back to me immediately, but repair centre was rubbish. I feel they owe me compensation for such a crap experience, but so far nothing.
Sent from my HTC Desire using XDA App
Well so far we have a 50/50 chance of getting decent service then? lol.
I'm going to hate having to hand mine to the courrier tomorrow, but hope that I get a sensible technician who does his job and gets it back to me ASAP. I'm already lost without it as I have it packed up. Can't check twitter/facebook, or emails without having to go to my laptop.
I never realised how much I depended on it.
touch HD returned May, June,Sept and Oct. Each time it was a 'manufacturer repair' and took the full 28 days! Was exchanged twice (so they say) but still developed the same screen problem everytime
Finally got an exchange authorised for a desire , hope its a bit more reliable than the touch
liverpoolphil said:
touch HD returned May, June,Sept and Oct. Each time it was a 'manufacturer repair' and took the full 28 days! Was exchanged twice (so they say) but still developed the same screen problem everytime
Finally got an exchange authorised for a desire , hope its a bit more reliable than the touch
Click to expand...
Click to collapse
You were patient. lol
This is my second Desire going for repair, first one went faulty 3 days after purchase so I got a full exchange at the shop. Over all I think the Desire is a decent bit of kit. Hopefully yours will be fine or I'd imagine you will go to an iPhone
Sent mine off due to the overheating/reboot loop when using 3G.
Phone was collected by UPS, was away for about 16 days and returned by UPS. The phone had the mainboard changed I presume, as the IMEI was different, chassis and screen/glass layer remained the same along with my screen protector. I got the phone back about a week ago.
Sent mine with battery problems. They took it waited 5 days and phone suppose to be sent but tang and they said they found a fault with receiver and antenna. Another 3 days. Now I have a problem with 3g hanging up I'll wait for desire hd and than send it for repair maybe I'll get a nice replacement if I moan at the same fault several times....
Sent from my HTC Desire using XDA App
Last thing I sent to HTC was an O2-variant of the Artemis, to HTC UK. It failed out of warranty (I'd bought it on eBay as well) and I rang O2 and got nowhere. I rang HTC and they explained that in theory it should be sent to O2 for service, as it was a rebodied HTC 8300 built especially for O2, but in practice if I sent it in they'd sort it out for me. They took about a week to replace the trackball and mainboard and post it back, and they charged me a very reasonably 60UKP. I was very happy with service.
I don't know if this is still how they operate now they're a bigger, direct-to-consumer company though.
Well, to be brief..
1). First repair for the desire rebooting all the time took nearly 28 days.
2). Second repair has gone just over a week.. still pending, but I.m sure the duration will end up being roughly 28 days.
Personally, I think HTC's repair service is utter b%$$*$£s!
A month is too long for a company of their caliber.
where and how do you send your faulty mobile? because i bought mine from online supplier on tmobile, but it is not locked. so what is the sending process? how do you have your mobiles picked up by courier?
thank you
My desire was turning off when light pressure applied to the back of the phone. I sent it back 3 times after them failing to repair it each time, and finally on the 3rd time they replaced it...
Each time I waited 7-10 days for it to be returned.
Question for those with experience of HTC repair service: do HTC send back your original box? The ticket sheet I got last week recommended that you send your item in the manufacturer's packaging, but I realised after I sent it that maybe they won't send back my box (I'm talking about the white Desire box from the shop). Also, I wasn't happy with sending my receipt so sent a photocopy of it, is this okay? Do HTC return your original receipt if you send it?
Got mine back yesterday after reporting the rebooting issue.
1) They have replaced the motherboard, although the notes don't say what they have done. I know this because the Micro USB connector is cbrand new clean looking and not full of pocket-fluff.
2) Turnaround was about 10 days. I wasn't counting exactly.
3) I did not send it in original packaging, I wrapped it up in wood floor underlay and sent it in a jiffy bag which was then folded over in half. I got it back in a box exactly like the original Desire Box that I bought it in.
4) I had to send the original receipt, as I couldn't be arsed to find a photocopier. I did not get this back.
5) So far so good, device is no longer rebooting but time will tell I suppose.
Overall very happy with HTC's repair service. I've been usign HTC phones for about 8 years now and never had any issues with getting them repaired.
shortie11 said:
Question for those with experience of HTC repair service: do HTC send back your original box? The ticket sheet I got last week recommended that you send your item in the manufacturer's packaging, but I realised after I sent it that maybe they won't send back my box (I'm talking about the white Desire box from the shop). Also, I wasn't happy with sending my receipt so sent a photocopy of it, is this okay? Do HTC return your original receipt if you send it?
Click to expand...
Click to collapse
I didn't send a receipt or use my original box. As Budadank says, the phone came back in a similar box to the original retail one but is clearly a repair return type box, rather than a retail one, pic attached.
Now thats one reason why the iPhone wins. Apples customer service is one of the best. If your phone gets broken you will be a few mins in store and if they can't fix it they replace it there. Anywasy back to the subject. I need to send my desire for repair as it has been rebooting so I hope my customer service is ok.
my Desire got wet in my pocket whilst out walking..It was still turned and and working in safe mode..when i turned it off and dried out the phone overnight etc etc it would not work when i switched it back on,All i got was a white boot screen but none of the buttons would work allowing me to scroll through any of the options to boot etc etc.
i purchaed the phone for £300 off ebay,sim free and it was working perfectly up until this point.
I have sent the phone back to HTC and they have given me a bill of repair totalling £236.00. To be honest i think this is a complete ripp off.I could buy another seconhand phone for that much money,but as they know i am in a pickle and have no choice but to accept the price pay it and hope that my phone is ok when i get it back.
I can totally honestly say.." I wish i had paid full whack and bought an Iphone from apple". i am not impressed at all.
I did pay the invoice online 6 days ago and I have still not received my phone back from repair centre or had any updates or correspondence with HTC...very very poor show in my opinion. and a very expensive secondhand phone so far !!
Sent my Desire off on Monday 8th Nov as it was freeezing and crashing and rebooting during sat nav using google and copilot. I am getting it back this monday 1th Nov. (Tomorrow) I have been tracking it via UPS. I noticed on the dispatch note they emailed me that the IMEI number had changed so I rang them and asked why (thought I might be getting a refurb back). They have replaced the Mobo. So like a new phone really I guess.
I bought the phone on Ebay. Unlocked and rooted so I guess I may have to unlock and root it again and then pick my fav custom rom.
I thought that I would share my story about my HTC One X needing repair. Hopefully this might shed some positive light about the company (HTC) and good stuff like that.
I recently read articles indicating that HTC now recognizes issues with the WiFi dropping out with the international HTC One X (mine happens to be from Malaysia [x.xx.707.x]). I contacted HTC via email first and they recommended trying different WiFi Hotspots and doing a factory reset.
I first tried a factory reset (on 1.19.707.1 - shipped firmware) which did not fix the issue. I also updated to 1.29.707.11, but still have the problem. I then tried WiFi Hotspots at McDonalds, Starbucks, Work and a number of other houses (friends and family) and the dropout still occurred, even within 5 feet of the routers.
I just got off the phone with HTC Repairs (US?) and they said the next step is to send the phone in, which I will. They will diagnose and repair the phone that is still under warranty (Locked and Stock), but may need to send the phone to a Global Warranty shop due to being a non-US phone (for parts??, at a cost of $20).
All together, I hope to have this problem fixed and in the shortest timeframe, but the timeframe they gave me was about 2 weeks :crying:.
Hope this helps !!
I have the exact same revision as you (.707) and, although I do not think my phone suffers from the loose wifi issue, I'm curious to what you have to do. How far away do you have to ship your phone?
I bought mine in Thailand on vacation at full price...and I'm wondering if it ever has an issue what I can do about it.
Just email them. They will tell you several places for warranty.
HTC is awesome from manufacturing, design, and support.
Sent from my HTC One X using XDA
2 Weeks without a new toy would drive me insane!
seightch said:
2 Weeks without a new toy would drive me insane!
Click to expand...
Click to collapse
yes, especially i dont have a backup other then a feature phone with slider qwerty (a samsung something) for the time being. Although, I am thinking about buying my wife a HTC One V and using her HTC Explorer, we have other things to spend our money on right now :crying:
Update!!! 9/6/12
After a long procrastination because I didn't want to be without my beloved phone for to long, I finally sent my phone in. And let me tell you, this has been the WORST experience I have ever had.
The story begins on August 10th when I Fedex scanned my parcel as being shipped. At this time, I was using my Dads old iPhone 3g because it was the only smartphone in the entirety of my family that wasn't being used. Sure its old and it's defiantly not Android... but it has tethering over Bluetooth and I have my Nexus 7, so it wasn't all bad. My One X arrived in Texas, USA at the HTC repair center on August 17th. HTC's computers say that it was actually received on August 16th, but thats just splitting hairs. From there I waited a few days and as of August 22nd, the HTC "Track My Orders" page said that my phone was 'In Repairs'. GREAT SO FAR!!! But it doesn't say that way.
It was about August 29th when I first called HTC about the repair because the tracker still claimed my phone was in repairs. According to the HTC rep I spoke to, Malaysia is a country we don't do business easily with but that it normally takes about a week to get the parts. After that it would be a few more days. Ok I said.
After being without my phone for almost a month, September 4th (this past Tuesday), I called HTC again to inquire what was going on. The HTC rep said that they were waiting for materials and that it might be a few more days to get them. I pushed to try to get another answer, one that might give a bit more hope as to when I might get my phone back, but the best I got was a long drawn out explanation about the process that they go threw in getting materials. After insisting to have a timeframe, I was put on hold for about 10 minutes... and this is where the real trouble starts.
My repair was "escalated to a Tier Two" group that would try to find out more info about timeframes and would be calling me back later that morning. I never received a phone call. I went to bed, because I work nights, and when I woke up I decided to find out more information about the WiFi problems with the Tegra3 versions of the phone. Guess what I found.... http://forum.xda-developers.com/showthread.php?t=1688538. Not only how to test the problem, but how to fix it yourself!!! Armed with this info, I called HTC again that same day to request my repair order be canceled and my phone be sent back to me. But That can't happen.
Once your repair gets escalated to Tier Two, it is held until they get around to it. It's a first come first serve deal. After 30 minutes on the phone with HTC... Again, because the Tier Two was closed by this point... A note was left on my repair to send the device back. As I was happy with that, and that I would be getting a call "soon" to talk about the order, I left ended the conversation nicely.
I have yet to hear from the Tier Two, and there is no word on my phone.
I have attached photos of my Fedex Tracking and HTC Repair Tracker so I am more credible and not just a customer out for revenge.
This has been my experience, and yours may differ. But my advice is fix it yourself... if you can.
sorry to hear it's been such a bad experience for you.
unfortunately this isn't that uncommon. at least from my experience anyway, which was similar.
I can promise you (from my experience) that you won't ever get a call back from the tier two, to be honest it's like they don't exist! I'm technically still awaiting 3 or more callbacks from them...
I had to send it to them 3 times to get it repaired. First 2 times they sent it back after reflashing the software (even though the problems were blatantly hardware and a child could have realised that - http://dl.dropbox.com/u/10438181/speaker.JPG the pic is just one of the problems i had)
FINALLY i have it sorted, 4 months done the line (bought the phone on launch and been trying to get it sorted ever since)
If i were you, I know it's hard and sure is a pain in the ass, but keep persisting with them every day, even several times a day, until you get what you need, being either a repair, or just returned to you. (even though they'll probably send it unrepaired anyways lol)
I would go for them repairing it. They should replace the mainboard, and add in the poly carbonate parts to strengthen the casing to stop it happening again. Problem with the 'fix it yourself' methods, is that the problem will likely come back after time, and there has been some speculation on whether these fixes may cause further damage to the antenna.
Also - IF you repair yourself, and even if they repair it, don't try testing it with the squeeze test. This squeezing, is what causes the problem in the first place (ironic huh?)
As final thoughts, though I will post a 'Final Outcome", my HTC ONE X has been lost. No one in Tier 1, Tier 2 or RNA can tell me where my phone is. Be best they can do is tell me that "its ready to be packaged" - but not if its in the bay to be packaged, in line to be packaged, packaged but waiting for Fedex... and according to the guy I just got off the phone with, it could be any one of them, or none of them. As proof as they dont have any info on my device, I have attached an updated Order Tracking screenshot... This might amuse some people because it looks like HTC has wiped my device from their system... There is no record of it according to this screen
This guy also said that if I don't get a Fedex tracking number in 24 hours, it will be another 24 to find out why - as the shipping process takes 3 days and 72 hours have expired since Thursday (and they dont work weekends) - and it takes them 24 hours to physically find things in their warehouse.
I also found out the HTC Repair Center in Tx, USA doesn't have a phone. All communications are done via email and there is a dedicated lackey to sit and watch for new emails.
It has been over a month since I sent my phone to HTC, and 51 days since I initiated the repair ticket. Why did I wait so long to send in my phone? I was affraid that this would happen... A month would go by and I wouldn't have my phone back, which is exactly what has happend.
At this point, if I get my device back I will have a HTC One X to sell because I'm going out and getting a GS3 (Yay LTE, SD slot and potentially Jellybean by months end.... Oh, and Kies for Mac OSX which is a syncing program, another thing HTC couldn't do).
My advice, fix the thing yourself or sell it if you have problems... because HTC CANT FIX THE PROBLEM inside one months time!
toonhead85 said:
As final thoughts, though I will post a 'Final Outcome", my HTC ONE X has been lost. No one in Tier 1, Tier 2 or RNA can tell me where my phone is. Be best they can do is tell me that "its ready to be packaged" - but not if its in the bay to be packaged, in line to be packaged, packaged but waiting for Fedex... and according to the guy I just got off the phone with, it could be any one of them, or none of them. As proof as they dont have any info on my device, I have attached an updated Order Tracking screenshot... This might amuse some people because it looks like HTC has wiped my device from their system... There is no record of it according to this screen
This guy also said that if I don't get a Fedex tracking number in 24 hours, it will be another 24 to find out why - as the shipping process takes 3 days and 72 hours have expired since Thursday (and they dont work weekends) - and it takes them 24 hours to physically find things in their warehouse.
I also found out the HTC Repair Center in Tx, USA doesn't have a phone. All communications are done via email and there is a dedicated lackey to sit and watch for new emails.
It has been over a month since I sent my phone to HTC, and 51 days since I initiated the repair ticket. Why did I wait so long to send in my phone? I was affraid that this would happen... A month would go by and I wouldn't have my phone back, which is exactly what has happend.
At this point, if I get my device back I will have a HTC One X to sell because I'm going out and getting a GS3 (Yay LTE, SD slot and potentially Jellybean by months end.... Oh, and Kies for Mac OSX which is a syncing program, another thing HTC couldn't do).
My advice, fix the thing yourself or sell it if you have problems... because HTC CANT FIX THE PROBLEM inside one months time!
Click to expand...
Click to collapse
useless ****ing idiots. its this sort of service that gives them an even worser name.
toonhead85 said:
My advice, fix the thing yourself or sell it if you have problems... because HTC CANT FIX THE PROBLEM inside one months time!
Click to expand...
Click to collapse
If mine comes back not fixed properly (or rejected due to unlocked bootloader), I will do the fixing myself.
My HTC One X developed a charging fault around the start of August I contacted HTC who collected it and returned it to me 15 days later with a different fault.I again contacted HTC who arranged a second repair and I received the phone back 6 days later all seemed good.After 2 days a yellow spot appeared on my screen and this time HTC have agreed to replace the handset with a new mobile this has been collected today. I have been advised this should be with me in 3-5 days.Continually contact HTC for updates is the only way to get the repairs speeded up.
How dare you all complain about HTC !!! HTC is the BEST!!! Much better than Samsung and Apple or anything else ok ! They are the best !!
Just being sarcastic. (Hope I dont get a ban for not being critical of Apple instead). Good luck for all of you who have a faulty handset. Stories like this made me steer clear from the HOX and not recommend it for anyone.
louis.b said:
How dare you all complain about HTC !!! HTC is the BEST!!! Much better than Samsung and Apple or anything else ok ! They are the best !!
Just being sarcastic. (Hope I dont get a ban for not being critical of Apple instead). Good luck for all of you who have a faulty handset. Stories like this made me steer clear from the HOX and not recommend it for anyone.
Click to expand...
Click to collapse
Nice trolling...u know what...nobody cares ..hox rulz everywhere...and all trolls are welcome here, in our forum,so u can learn about modding, kernel, stuff that u don't have in ur forum...that's why ur are trolling here.
It s funny to see girlz crying in our forum...we just keep pushing hox forum...and no matter what...it s the best phone in earth.
Enviado desde mi HTC One X usando Tapatalk 2
dragonesdenano said:
Nice trolling...u know what...nobody cares ..hox rulz everywhere...and all trolls are welcome here, in our forum,so u can learn about modding, kernel, stuff that u don't have in ur forum...that's why ur are trolling here.
It s funny to see girlz crying in our forum...we just keep pushing hox forum...and no matter what...it s the best phone in earth.
Enviado desde mi HTC One X usando Tapatalk 2
Click to expand...
Click to collapse
Well I followed the HOX when it was just announced at MWC and this phone is the one I've been dying to get since then and could have got it instead of the SXS. But months following this forum and see how the issues emerged and evolved just lost my confidence in this product and HTC. Why am I still here? Cuz I still care and Im still a fan of HTC and still want them to do better. But that doesnt mean I need to be a sheep and insult everyone for complaining about the legit issues.
louis.b said:
Well I followed the HOX when it was just announced at MWC and this phone is the one I've been dying to get since then and could have got it instead of the SXS. But months following this forum and see how the issues emerged and evolved just lost my confidence in this product and HTC. Why am I still here? Cuz I still care and Im still a fan of HTC and still want them to do better. But that doesnt mean I need to be a sheep and insult everyone for complaining about the legit issues.
Click to expand...
Click to collapse
That s nice, i m not a fan. And u dont need to say that u r not a sheep when everybody here know that u r a cheap plastic sheep. U can keep trolling everywhere in our forum... But we now u r a c h e a p p l a s t i c s h e e p.
Enviado desde mi HTC One X usando Tapatalk 2
I just sent my Evo LTE in for issues with dropped calls, and they kept my phone for a month! Once they slowly figured out what the problem was, they had to order a part which took a week. And now that a month has passed they ship it FedEx Ground which takes another week! So a total of 5 weeks without the brand new phone. Not a good showing at all.
ronnienyc said:
I just sent my Evo LTE in for issues with dropped calls, and they kept my phone for a month! Once they slowly figured out what the problem was, they had to order a part which took a week. And now that a month has passed they ship it FedEx Ground which takes another week! So a total of 5 weeks without the brand new phone. Not a good showing at all.
Click to expand...
Click to collapse
I faced the same with a Motorola atrix, 35 days without the phone, then they gave a new one. But is carrier fault.
Enviado desde mi HTC One X usando Tapatalk 2
The funny thing is that, my HTC One X has been bought one week after the release date and till now, there wasn't any problems with it, no flickering, no WiFi issues, nothing at all. It's either I'm lucky to have a flawless One X or that others have glitches.
I have posted previously on here about my faulty One X but last night my wifes phone another One X has begun to play up.The numeric keyboard(dialer)all the top numbers 1 2 3 none of them are responding,phone is stock unrooted tried factory reset but no joy,so another One X going back for repair.
How many phone manufactures in the world can guarantee that if they manufacturer a million phones all of them would be fault free or not develop any faults within the first 6 months?
Some comments posted here a baseless and lack any meaning or essence.
Well, there is a lot of information around this part of XDA about how many faults the HOX has, not just little faults that effect a few users, but major faults that have effected whole batched of HOX's.
Now, all devices are going to have faults and "bad Batchs" but its how your provider deals with those faults, that make the difference.
The way HTC has dealt with the HOX's issue, have made me think that this will be the last HTC device I ever purchase.
Around 2 weeks ago, I was going back and forth with e-mails from HTC. It's like they didn't even read my e-mails, as though the used the "Find" function and just searched keywords in the e-mail, if those keywords came up they copied and pasted something in response.
This isn't good enough in my opinion, but it gets worse. Even after I had said that you clearly are not reading my e-mails, which makes the issue ten times worse, they then replied with the same response as my first email, which confirmed my theory.
Then, after I refused to send it to HTC over the "WiFi" fault, due to the amount of storied I have seen where the devices have come back far-worse than when they were first sent.
THEY THEN AGREED AND SAID LAST YEAR THEY CHANGED THEIR REPAIR CENTRE!! WRONG!! I had now been lied to.
Just looking for others opinions, do you have any "GOOD" storied about HTC and their support?
Anyone had an experience like me that has totally put them off HTC for good?
Should I just stick with my device and live with the WiFi fault, or should I take the plunge and return my device for repair?
THANKS ALL !
deleted
Wilks3y said:
Well, there is a lot of information around this part of XDA about how many faults the HOX has, not just little faults that effect a few users, but major faults that have effected whole batched of HOX's.
Now, all devices are going to have faults and "bad Batchs" but its how your provider deals with those faults, that make the difference.
The way HTC has dealt with the HOX's issue, have made me think that this will be the last HTC device I ever purchase.
Around 2 weeks ago, I was going back and forth with e-mails from HTC. It's like they didn't even read my e-mails, as though the used the "Find" function and just searched keywords in the e-mail, if those keywords came up they copied and pasted something in response.
This isn't good enough in my opinion, but it gets worse. Even after I had said that you clearly are not reading my e-mails, which makes the issue ten times worse, they then replied with the same response as my first email, which confirmed my theory.
Then, after I refused to send it to HTC over the "WiFi" fault, due to the amount of storied I have seen where the devices have come back far-worse than when they were first sent.
THEY THEN AGREED AND SAID LAST YEAR THEY CHANGED THEIR REPAIR CENTRE!! WRONG!! I had now been lied to.
Just looking for others opinions, do you have any "GOOD" storied about HTC and their support?
Anyone had an experience like me that has totally put them off HTC for good?
Should I just stick with my device and live with the WiFi fault, or should I take the plunge and return my device for repair?
THANKS ALL !
Click to expand...
Click to collapse
send your device for repair and end of story....if you want your phone to be fully functional then send it away and end of the matter....same thing would of happen with your car...if there is a fault you send it in and you are without a car for a few days..same with the phone...do not know what is the issue here really..yeah you are not happy with the way they are responding to you..but get on the phone and call them instead of emails....speak to your network provider and send your phone to them instead of HTC then...I know this will be my last HTC phone but at the end of the day i still love my One X and yes i send my phone for repairs and it took longer than i was told but when i received my phone back i never had any issues...
I think that one of the most important things to have in any service provider is client support.I think that this is strange I was thinking (theoratically) that a company like HTC would have a good support ofor clients,but after what I heared I'm surprused and a little bit disappointed....but if you please cab I know your country for better knowledge,and why you didnt try to make a call to.the support center in your country??! :screwy:
Sent from my GT-S5570I using xda app-developers app
When I have some issue with something, I feel everyone has those issues with that thing, and i start calling that thing as defective, human nature! My phone is not having a single defect, no, HTC won my trust in them with this device
Firstly, it's not true that entire batches were affected by faults, that's a blatant exaggeration. A small fraction of devices with similar serial numbers have similar problems.
Secondly, there appears to be a few cases where sending off for repair didn't work out too well for people, but again, a small fraction.
A small fraction of a small fraction is very small.
If you refuse to have your faulty device repaired, then really, you forfeit you're right to complain about your faulty device.
I don't care which phone you buy next, and I'd be surprised if there is anybody else who does.
If you want sympathy, talk to your girlfriend, mother or another female friend, or possibly a shrink. You won't find much here. If you want help, it's been given to you; send it in for repair.
When I have some issue with something, I feel everyone has those issues with that thing, and i start calling that thing as defective, human nature! My phone is not having a single defect, no, HTC won my trust in them with this device
Click to expand...
Click to collapse
Okay I understand but what about the company's support?? did you try it?
Sent from my GT-S5570I using xda app-developers app
I for one have the following opinions :
-customer service is a mess. The only few that wan't to help don't have the power to do it.
-i can accept that some procent of an entire production can have problems, but in this case things got out of proportion. Cases like 10 exchanged One X's are confirmed on this forum. I even saw a post where someone said he exchanged 22 devices.
-i for one have the third One X now, and now someone from HTC tells me that is normal to receive a refurbished device. Even if i paid a fully working one, and it's not if i have used the device for a year...it has been faulty from the first day.
-the One X is a dezaster as QA and this attitude twords clients is a bigger dezaster
Wilks3y said:
...Then, after I refused to send it to HTC over the "WiFi" fault, ...
Click to expand...
Click to collapse
So they offered to fix it and you said "no"?
...due to the amount of storied I have seen where the devices have come back far-worse than when they were first sent.
Click to expand...
Click to collapse
How are you blaming HTC? You could have sent it, decided to be stubborn, and now you're complaining about the outcome of your own actions.
My HOX works fine. Other than them being slow in the update, just fine.
---------- Post added at 11:27 AM ---------- Previous post was at 11:19 AM ----------
uqadwe said:
I for one have the following opinions :
-customer service is a mess. The only few that wan't to help don't have the power to do it.
-i can accept that some procent of an entire production can have problems, but in this case things got out of proportion. Cases like 10 exchanged One X's are confirmed on this forum. I even saw a post where someone said he exchanged 22 devices.
-i for one have the third One X now, and now someone from HTC tells me that is normal to receive a refurbished device. Even if i paid a fully working one, and it's not if i have used the device for a year...it has been faulty from the first day.
-the One X is a dezaster as QA and this attitude twords clients is a bigger dezaster
Click to expand...
Click to collapse
As expected, this thread is another *****fest.
The guy with the ten devices story is very sketchy. Anyone getting 10 devices in 2 months from one place is either the most unlucky person in the world or doing something to break his device (like the "SQUEEZE IT TILL IT BREAKS" aka the wifi test). Someone getting 22 devices is twice as sketchy.
Here's how it works kids: if you get a faulty phone, take it back. Get a new one. If that is faulty, maybe do the same, or move on to another device. Whining after breaking it attempting a squeeze test or effing it up with a bad flash is your fault.
You maybe right, let's discuss my case then.
First device, yellow spots, screen flex & ripple. I contacted HTC support, they told me that the retailer will exchange my phone on the spot. That wasn't the case. The retailer didn't accepted this so i sent the phone to the repair shop, got the rezolution for a new phone and then got a new phone at the retailer.
The only problem was that the retailer had only faulty devices. I contacted HTC support from there, i got another device that i was told to ship to the repair shop and i will get a new one from them.
I did that, and not only the device i received is faultyer than the first two it is also refurbished.
I contacted HTC on 22 August first regarding this, the only response i got is to resend the phone to be repaired. I can not accept a refurbished device. If someone else can accept it that's their problem.
And from 22 August i am only beeing postponed with escalated, reescalated cases.
Wouldn't you ***** about it ?
HTC Don't care about their customers, why should I pay so much for something, then have to be without it for a month so they can fix it?
I probably will send it off to them, but for the hassle and time spent without the phone, it isn't worth sending it to them.
My phone is very important to my work aswell so again, this isn't just effected me in one way.
I am blaming HTC for not even reading my emails, and sending out phones with faults, I'm not blaming HTC for the fact I won't send it back.
Also, it isn't just one case that have been sent back in much worse conditions, and I never refered to any one case as an example, as these examples of HTC are all over the internet.
AND AS I SAID BEFORE ALL DEVICES ARE BOUND TO HAVE FAULTS, ITS HOW YOU DEAL WITH THE FAULTS!! AND HTC DONT DEAL WITH THEM WELL !
the devices have come back far-worse than when they were first sent
Click to expand...
Click to collapse
That's exactly what happened to me.
When i first bought my One X i thought i had a faultless device but after a month or two i realized that it had a faulty pixel, so i went ahead and sent it to repair and guess how it came back?
Faults before sending the device:
1) Faulty pixel
2) Screen flex/ripple when applying slight pressure on the edges of the screen
Faults after sending the device:
1) Screen flex/ripple when applying slight pressure on any place on the screen
2) Recent apps button doesn't light up while the others do (Back and Home)
3) The device makes a crackling sound as if the screen didn't fit into the device correctly
4) The wifi fault
So basically they ruined it instead of fixing it. I've sent it back to repair hopefully they'll fix it this time.
kryptoner said:
When I have some issue with something, I feel everyone has those issues with that thing, and i start calling that thing as defective, human nature! My phone is not having a single defect, no, HTC won my trust in them with this device
Click to expand...
Click to collapse
Same here - although I had issue at start with the tilt sensor failing, but got it swapped straight away via my carrier (O2 UK), and have had no problems with the new one since.
I had problems with my old Samsung Galaxy S when I first had that (think it was the third one I had that didn't bring a new issue), so there will always be a risk of teething problems with first batches.
All in all, been very happy with it, even more so than my old Galaxy S in that I don't feel the need to root this one to change the Rom to fix failings with the device!
lolhard123 said:
That's exactly what happened to me.
When i first bought my One X i thought i had a faultless device but after a month or two i realized that it had a faulty pixel, so i went ahead and sent it to repair and guess how it came back?
Faults before sending the device:
1) Faulty pixel
2) Screen flex/ripple when applying slight pressure on the edges of the screen
Faults after sending the device:
1) Screen flex/ripple when applying slight pressure on any place on the screen
2) Recent apps button doesn't light up while the others do (Back and Home)
3) The device makes a crackling sound as if the screen didn't fit into the device correctly
4) The wifi fault
So basically they ruined it instead of fixing it. I've sent it back to repair hopefully they'll fix it this time.
Click to expand...
Click to collapse
That is exactly my point, which is exactly why I don't want to send HTC my device, as the only fault is the WiFi and to be honest I can live with that, but to send it to your company for a fix, and recieve a worse device back is un-acceptable, and to recieve a "re-furbished phone" is again unacceptable.
Steve_God said:
Same here - although I had issue at start with the tilt sensor failing, but got it swapped straight away via my carrier (O2 UK), and have had no problems with the new one since.
I had problems with my old Samsung Galaxy S when I first had that (think it was the third one I had that didn't bring a new issue), so there will always be a risk of teething problems with first batches.
All in all, been very happy with it, even more so than my old Galaxy S in that I don't feel the need to root this one to change the Rom to fix failings with the device!
Click to expand...
Click to collapse
That is nothing to do with HTC though, you took it back to your carrier, who sorted to issue for you, so HTC caused your issue, but HTC had no involvement fixing it!
Also I forgot to mention that the repair center refuses to acknowledge the screen flex as a "flaw" and they claim that it's present on all One X's although this video proves otherwise youtube.com/watch?v=MiTUIBOSVTU
the title of your thread is misleading
To be fair its the repair centers contracted out by htc that are letting everyone down. If htc actually repaired the phones themselves then it might be better.
They do need to sort out those repair centers who are returning them unrepaired etc
Sent from my HTC One X using xda app-developers app
Mate, you're in the UK and you're with Voda. What's your problem? Is the phone from Voda? If it is I'm pretty sure they'll sort it, their retentions and support are epic. If its not, where's it from? You're covered by your standard 12 month warranty and if you're still not sure you're also protected under the Sale of Goods Act 1979 which superceeds any terms in a manufactures warranty AND lasts an additional FIVE YEARS!!
Really, I expected better from a senior forum member. Throwing your toys out of the pram is no way to set an example to newcomers and personally I'm sick of all these "Blah blah blah HTC are a bunch of hopeless c*nts." threads. If you're that upset, sell the thing, buy a Samsung and f*ck off!
---------- Post added at 07:12 PM ---------- Previous post was at 07:09 PM ----------
Ooops...got a bit carried away there somewhat. Lol
Sent from my HTC One X using XDA Premium HD app
My hox is perfect, though I bought it in May.
I had much more troubles with atrix 4G and desire.
So for now I'll stick with hox and my next phone will be probably htc, though I pay no attention to brand, i just choose the best
Sent from my HTC One X using xda app-developers app
I've only ever dealt.with HTC customer service once. Best experience from any company. Ever.
Sent from my HTC One X using xda app-developers app
I love this phone. It's sexy, fast, and did I say sexy? But I'm on my second one now. The first had five stuck pixels and the top was pealing off. This one has none of that, but the touch screen is bugged. If I touch the backspace key on the Google Keyboard, I'll hit P somehow then it will select something random on the screen. If I'm scrolling through the homescreen, an app will open out of nowhere. If I press the back button, it will register it as a slide all the way up the screen and open Google now. I don't know if this is software, but so far it looks like I'm going to have to get another M8. If that one has problems, I'm going to the S5, no matter how ugly and bloatware ridden it is. I can't believe I've gotten two lemons in a row.
On that note, does T-Mobile offer replacements 14 days after getting the replacement, or is it only 14 days after getting the original device? I unlocked the bootloader so I don't want to send it in to HTC.
Get that info from your carrier. Go within these 14 days to a tmobile shop or just call them.
We are not tmobile here
Mr Hofs said:
Get that info from your carrier. Go within these 14 days to a tmobile shop or just call them.
We are not tmobile here
Click to expand...
Click to collapse
I realize that, I was just seeing if somebody may have had a similar experience, and hoping this was a bug I'm experiencing now, like how my old GNex couldn't detect corners of the screen.
Gatortribe said:
I realize that, I was just seeing if somebody may have had a similar experience, and hoping this was a bug I'm experiencing now, like how my old GNex couldn't detect corners of the screen.
Click to expand...
Click to collapse
I had the phantom in the keyboard after installing insert coin 2.10 but after updating to 2.3.2 its all good, now the only thing that pisses me off is the whelp message on firewater s off lol :good::good:
Sometimes it makes me happy to live in "technology backwards Australia" (relatively). A year and a bit ago, my 1 year old son thought my HTC ONE X would look better in a bucket of water, maybe he was trying to make a boat.. It had been around 6 months since I had it, I don't get "insurance", IMHO, a scam for most cases over here. Drying it out with silca + rice, I got it going again except it wouldn't read the SIM card. I took it in one of the local carrier shops (Vodafone), we're discussing the possible costs, and she sees my "very colourful" ViperROM, naturally no Vodafone look or apps (LOL).
The girl says it will be "a cost involved" if I want HTC to examine + repair and/or replace phone yada yada. Memory says she said it was $50 to get HTC to look at the phone to let me know if it was repairable etc.. So, I say thanks, go home, look for Vodafone RUU. Go back to stock, go to the other shop, I talk about the phone not working, playing dumb. The attendant guy says "Ok, let see what I can do for you". He goes to a cupboard, finds a refurbished HTC ONE X, and swaps it over on the spot.. Yay for people who don't "dig deeper", as all the phone stuff was less than a day old, that kinda looks suss, unless factory reset would make the files have similar timestamps etc..
But meh, I got a new phone replacement basically, well I didn't have the POGO pins working so my cheap ebay powered case wasn't worth getting extra time, but that was ok, ROM improvements plus my own 10plus hours a day helping out some ROM + kernel devs suss out the battery, we were getting a "pretty good" daily use per charge as opposed to the start, plus I owned 2 or 3 Nexus 7s by then... heh.
And it was somewhat mind blowing walking past the phone shops with the wife+ kids seeing the M8 on release day, no "fanfare" or trying to show off the M8 as a great flagship, it was on display next to an iPhone 4 and a Note (2 or 3).. And then the S5 on it's release did get the little bit of extra 'showing off', but overall, to most ignorant people (non insult), they were just other phones there, well besides how most people know someone or have had a galaxy themselves so therefore may be drawn to that.
And I spent a bit of time at the carrier shops recently as my wife (plus myself) were able to get a new phone, which my wife did, I mainly was inquiring about cheaper or better plans of similar cost since I was happy with my G2. I get a date personally that I have to wait to get a new plan as Vodafone want to intice people to get new phones so they can finish their plans earlier than 'just' getting out of contract to another sim plan.
True to Murphey's law, my G2 got hosed that night, HAHA. Had one 'big death' like that, did the stuff needed to reload the phone with a tot file etc, but the EFS partiton was truly hosed. Baseband, simcard, wifi was truly dead on stock JB, Kitkat and various custom roms I installed that night. Next day, M8 baby!
I got a perfect unit.
Sent from my HTC One_M8 using Tapatalk
Hi everyone. Posting here to share my experience attempting to get a warranty replacement 10. Want to know if anyone is also having an issue.
At the beginning of july, i noticed that a 1cm horizontal strip across the top portion of my screen (where the volume rocker is) stopped working. I downloaded a digitizer test app to verify. Did an RUU to make sure it wasnt software related. It wasn't. So i reached out to HTC to start the rma process. I was told at the time that that there werent any replacement phones and had to wait 1-2 weeks. I then waited 2 weeks and called back. What pushed me over the edge was this past monday, i received a marketing email from HTC advertising discounted sale prices on the HTC 10. At this point, i had been waiting for 24 days to hear something from HTC about my RMA. The fact that they'd sell me a phone but had no replacements for me put me over the edge. Since that day I've called them every day to see whats happening. Each call i make results in my being passed between three tiers of service reps. None of which tell me any info that has anything to do with the replacment of my device. I am repeatedly promised tracking info and or calls back from representatives from their RMA team. I haven't received any response.
Any advice out there? Similar experience?
Thanks for listening to me vent...
Sent from my MSM8996 for arm64 using XDA-Developers Legacy app
It took nearly two months to have a new (refurb) device back in my hands. My screen randomly died on my device and it took me 3 hours to even set up a ticket with HTC's abysmal "chat support" on their website. I was not satisfied with their support at all. I submitted a ticket on May 7th and didn't receive my new device till early July. Have you filed and received a ticket number? Try HTC Repair Tracking. Your ticket number/serial number should all be listed in your email if you filed. They are always going to try to repair your device and ship it back over sending you a new one. In fact, I'm fairly certain that the device I received is a refurbished device. My GPS doesn't lock ever (tried factory reset, GPS lock fix app, etc) and nothing worked and I noticed the power button is pushed in and mushy. Hey but at least the screen is operational, right?!
Just this morning I decided I'm going to unlock the bootloader and reflash the radio to try to get the GPS to work. I noticed this device came S-OFF directly from HTC's repair center. Great quality assurance. /s Definitely not going to file another RMA just to wait 2 more months.
All I can say is get a loaner phone if you can while you wait for your phone to be fixed, because it'll take months to get something back.
bacon612 said:
Hi everyone. Posting here to share my experience attempting to get a warranty replacement 10. Want to know if anyone is also having an issue.
At the beginning of july, i noticed that a 1cm horizontal strip across the top portion of my screen (where the volume rocker is) stopped working. I downloaded a digitizer test app to verify. Did an RUU to make sure it wasnt software related. It wasn't. So i reached out to HTC to start the rma process. I was told at the time that that there werent any replacement phones and had to wait 1-2 weeks. I then waited 2 weeks and called back. What pushed me over the edge was this past monday, i received a marketing email from HTC advertising discounted sale prices on the HTC 10. At this point, i had been waiting for 24 days to hear something from HTC about my RMA. The fact that they'd sell me a phone but had no replacements for me put me over the edge. Since that day I've called them every day to see whats happening. Each call i make results in my being passed between three tiers of service reps. None of which tell me any info that has anything to do with the replacment of my device. I am repeatedly promised tracking info and or calls back from representatives from their RMA team. I haven't received any response.
Any advice out there? Similar experience?
Thanks for listening to me vent...
Click to expand...
Click to collapse
Not sure why they won't just try to replace the screen instead of trying to "find" you a replacement device. I don't have much advice to give though unfortunately.
Greckia, that free s-off is a blessing though. It would cost you 25$ otherwise since you're trying to flash radios.
Man...whats happening with this company? This is my fifth consecutive HTC phone over the course of 7 years. Really havent had an issue. I cant believe the experience that im having qith this replacement. Thanks for the replies, guys. Makes me feel a little better that im not the only one. Ill update this thread with the outcome.
Sent from my MSM8996 for arm64 using Tapatalk
My experience is 100% oposite. I had a strange issue with my battery. Since there's no officiall HTC service in my country, I sent my phone to service center that's certified from HTC. First time they replaced the motherboard. Took a week to receive the phone, worked fine for 2 weeks, same issue accured. Took it back to service again, they replaced the battery. I got my phone back in 3 days. I contacted HTC Croatia in the mean time, they said that they are in contact with service center, and if my issue persists I should go to service and simply give them my ID, and I will get a replacement phone. After a week my issue came back. I contacted HTC again, they told me to go to service center and pick up my replacement phone. I asked if I could get a Carbon grey model (mine was Glacier silver because that was the only option at the time). Two days later, a message from HTC Croatia - go, and pick up your BRAND NEW Carbon grey HTC 10 at the service center.
So, it's really about your local HTC center
bacon612 said:
Hi everyone. Posting here to share my experience attempting to get a warranty replacement 10. Want to know if anyone is also having an issue.
At the beginning of july, i noticed that a 1cm horizontal strip across the top portion of my screen (where the volume rocker is) stopped working. I downloaded a digitizer test app to verify. Did an RUU to make sure it wasnt software related. It wasn't. So i reached out to HTC to start the rma process. I was told at the time that that there werent any replacement phones and had to wait 1-2 weeks. I then waited 2 weeks and called back. What pushed me over the edge was this past monday, i received a marketing email from HTC advertising discounted sale prices on the HTC 10. At this point, i had been waiting for 24 days to hear something from HTC about my RMA. The fact that they'd sell me a phone but had no replacements for me put me over the edge. Since that day I've called them every day to see whats happening. Each call i make results in my being passed between three tiers of service reps. None of which tell me any info that has anything to do with the replacment of my device. I am repeatedly promised tracking info and or calls back from representatives from their RMA team. I haven't received any response.
Any advice out there? Similar experience?
Thanks for listening to me vent...
Sent from my MSM8996 for arm64 using XDA-Developers Legacy app
Click to expand...
Click to collapse
I can't help you with the RMA process but I may be able to help with your problem. One day, my HTC 10 had the same problem. A part of my screen (I think it was around 1cm thick) stopped working. I downloaded a digitizer app as well and I found out where my screen wasn't working. I started googling and I found a solution. With a quartz lighter you can make it work again (don't ask me why or how). I didn't have a quartz lighter so I used the igniter from the stove. I tried it a couple of times (and electrocuted myself because the housing of the HTC 10 is metal ), reset my phone and it worked again. Until now my screen works 100%. Just make sure the spark really hits the screen and try it a couple of times. You can also find a couple of videos on youtube about it: https://www.youtube.com/watch?v=VERfODYHX3g
Good luck and let me know if it worked for you!
bacon612 said:
Hi everyone. Posting here to share my experience attempting to get a warranty replacement 10. Want to know if anyone is also having an issue.
At the beginning of july, i noticed that a 1cm horizontal strip across the top portion of my screen (where the volume rocker is) stopped working. I downloaded a digitizer test app to verify. Did an RUU to make sure it wasnt software related. It wasn't. So i reached out to HTC to start the rma process. I was told at the time that that there werent any replacement phones and had to wait 1-2 weeks. I then waited 2 weeks and called back. What pushed me over the edge was this past monday, i received a marketing email from HTC advertising discounted sale prices on the HTC 10. At this point, i had been waiting for 24 days to hear something from HTC about my RMA. The fact that they'd sell me a phone but had no replacements for me put me over the edge. Since that day I've called them every day to see whats happening. Each call i make results in my being passed between three tiers of service reps. None of which tell me any info that has anything to do with the replacment of my device. I am repeatedly promised tracking info and or calls back from representatives from their RMA team. I haven't received any response.
Any advice out there? Similar experience?
Thanks for listening to me vent...
Sent from my MSM8996 for arm64 using XDA-Developers Legacy app
Click to expand...
Click to collapse
I literally just went through the exact same issue, end of may, 3/8 wide strip across the volume rockers dead. Long story short, 8 weeks until i could get a new digitizer put in my phone (had to get from taiwan). And i made it a point to contact them every single day and remind them. I asked all the same questions as you, i just harped on them. I used a note 4 and x pure until i got my phone back. i was gonna drop on the 11, but no cdma support had me backing off. I hope you get yours back soon, but dont count on it...harass them, twitter, FB, any other platform you can, make your displeasure known.
Good Luck
Mcbbvb said:
I can't help you with the RMA process but I may be able to help with your problem. One day, my HTC 10 had the same problem. A part of my screen (I think it was around 1cm thick) stopped working. I downloaded a digitizer app as well and I found out where my screen wasn't working. I started googling and I found a solution. With a quartz lighter you can make it work again (don't ask me why or how). I didn't have a quartz lighter so I used the igniter from the stove. I tried it a couple of times (and electrocuted myself because the housing of the HTC 10 is metal[emoji14]), reset my phone and it worked again. Until now my screen works 100%. Just make sure the spark really hits the screen and try it a couple of times. You can also find a couple of videos on youtube about it: https://www.youtube.com/watch?v=VERfODYHX3g
Good luck and let me know if it worked for you!
Click to expand...
Click to collapse
Omg this worked! You are my hero. Now i can cancel the rma. Incredible
Sent from my MSM8996 for arm64 using XDA-Developers Legacy app
bacon612 said:
Omg this worked! You are my hero. Now i can cancel the rma. Incredible
Click to expand...
Click to collapse
Feel good story of the year. Wow!
bacon612 said:
Omg this worked! You are my hero. Now i can cancel the rma. Incredible
Sent from my MSM8996 for arm64 using XDA-Developers Legacy app
Click to expand...
Click to collapse
Awesome! Glad I could help so you can enjoy your HTC again!
Mcbbvb said:
Awesome! Glad I could help so you can enjoy your HTC again!
Click to expand...
Click to collapse
Yes. I genuinely love my htc 10. I honestly wouldn't have taken an 11 if they offered me one.
Sent from my MSM8996 for arm64 using Tapatalk
My RMA experience with my wife's HTC 10 was so painful I don't even want to rehash it. I saved all the four or more long chats I had with their support, though, in case I ever feel like going into detail about it. Right now I'm only using my 10 to play music via bluetooth from an SD card while in my car, while remote controlling it from my Pixel.
For my case HTC M7 this was the legacy htc one
My experience is I pass my phone to them due to camera purple tint issue.
And they keep tell me no stock for the lens and drag me for about 45 days and I got back my phone.
Unfortunately, when I received my phone and
I found one of the speaker is not working. I call HTC and their cs request me to send the phone back
and they drag me for another month for that.
So end up I wait for 2.5 months to take back my phone and I found they
make a tiny scratch on my HTC phone screen. It's really sad and hug disappointed to HTC.
and I swear I will never ever get a phone from HTC (I am a super loyal htc senses fans to htc before).
*ps - my case is HTC MALAYSIA
Join the club, been waiting 3 months for a replacement. My device is now out of warranty and the replacement they finally sent me a while ago has a defect I can't ignore so I'm trying to send it back for yet another replacement (hooray for waiting another 3 months while HTC happily takes my money) but the shipping label they provided 3 months ago is no longer working and they promised to send me a new one within 3 days but it's been almost 2 weeks now and I can't send this POS back. Filed dispute 2 months ago with bank and they credited me the full advance replacement fee and it looks like it's there to stay since the bank gave them 2 statement cycles to respond and my credit is still there. I've moved on to Samsung and so far they've been good with me. Since my credit appears to be permanent now, guess I'm keeping the replacement and my original device. Might either sell it or use it as a secondary travel phone. I will no longer purchase HTC products again. I've been with them since the Windows mobile days and they lost a very old and loyal customer. Might I add that I contacted the CEO and she didn't care to reply either. I remember back when Jason Mackenzie was president, he was very responsive and made sure sh1t got fixed if it got to the point where complaints were taken straight to him. Got my M8 fixed that way AND they provided a loaner phone as well. Times have changed.