Develop Bugs

[Q] HTC repair service - what's your opinion?

I've had to send my Desire back to HTC last Monday (11/10/10) as the external speaker has failed. They arranged UPS courier pick up and UPS supplied a tracking number which showed it was signed for by HTC on 12/10/10.
Also on 12/10, HTC sent me an email advising they'd received the phone and gave me a repair tracking reference. I logged in to the servioce on 12/10 and it did indeed show 'We have received your phone at HTC service center.'
This is fine, but we are now one week on since HTC reported receiving my phone and the status has not changed. I rang them today and just got fobbed off with "it takes 10 to 15 working days to turn around a repair". I'm not unduly worried, however, I don't see the point of a repair tracking service if it is never updated.
I just wondered what everyone else's experiences were of the HTC repair service and their repair tracking updates?
Cheers.

*** BUMP ***

HTC Repair
I sent my phone in for repair about 4 weeks ago. I had a similar experience as you where it stayed in that status for about 2 weeks! I was phoning constantly in that time, being given expected repair dates, being promised things would be raised as a priority etc, but to no avail. I complained to the customer service team that the updating was poor. The lady agreed but could only promise to pass my comment on to the complaints department and they would contact me in 24 hours. They couldn't be contacted directly.
I had no intention of believing that based on my past experience over the 2 weeks. I rang the head office and asked for the complaints department. I spoke to a really helpful lady who managed to get my phone repaied and back to me in 5 days! This would not have happenned if she didn't help me.
Unfortunately, the repair was unsuccessful. I was reluctant to send it back, but I went via the route of the same person in the complaints department, who set it up as a priority case. I sent if off on a Friday and had it back the next Friday! Fault was fixed.
The best way to deal with them is to constantly ring them as the repair tracking service isn't updated often, whereas they can see other information on their systems. If that doesn't work, ring the complaints department.

Repair: UPDATE
Well, would you credit it, the day after I made my original post HTC updated the repair tracker to say my phone was being repaired. The next day, it was updated again to say phone repaired and being returned to me. That was last Friday and guess what? I still haven't got my phone, but and it is a BIIIIG but...
It's not HTC's fault. They did post it, and gave me a UPS Courier tracking number.
UPS reported the phone being sent from their depot in Tamworth, Staffs. On Monday just gone, it was then reported as being out for delivery to me that day....it never arrived. I rang UPS, they claimed they had tried to deliver it but my office was shut...BULLSH!T! I was ringing them from the office at 4.30pm that day! UPS then said they would reschedule delivery for Tuesday to which I agreed.
Then as I was leaving the office at 5pm, UPS rang me back to say I could call at their local depot (10 miles from me) at 6pm to collect the phone. I agreed and arrived at their office at 6.10pm only for them not to be able to find the phone, then tell me "We're really sorry, but it's still at our Tamworth depot. We'll get it to you tomorrow"
So Tuesday morning rolls round....I get a phone call from UPS at work asking was I planning to call and collect the phone from UPS today. I told them no because they had arranged to deliver it that day.
Then the bombshell. "I'm really sorry sir, we had a break in on one of our vans at the Tamworth depot. Your phone was on that van and has been stolen!"
Can't be helped I suppose, but it doesn't stop me thinking how unlucky can I get!!!
Still, at the end of the day, UPS have admitted it was stolen, so I should get a new replacement or a big fat cheque to buy a new one.
C'est la vie.

LOL - sorry, I shouldn't laugh, that's a horrendous story...
I was curious, did UPS pay out to you?

smeddy said:
LOL - sorry, I shouldn't laugh, that's a horrendous story...
I was curious, did UPS pay out to you?
Click to expand...
Click to collapse
Thanks for the sympathy...lol!
You really don't want to know what a nightmare I've had with HTC since this happened. Suffice to say, it took 6 weeks to get a replacement (refurb) handset (wrapped in bubble wrap in a plastic envelope, my retail box which it was sent in was nowhere to be seen), which they sent WITHOUT a battery (which took another week to arrive...after shouting at them down the phone!!) and now this replacement handset it randomly freezing!!!
I hope you NEVER have to send your handset back to HTC....they have the worst customer service I've ever experienced...EVER!!! Still currently got an ongoing dispute with them. If I ever get a resolution and I have a spare 3 weeks, I might post the whole sorry saga for you all to have a laugh/cry/empathising pat on the back at....if it could go wrong, it did/has/probably still will!!
Let's just say I will NEVER buy HTC again!!!
And no, UPS didn't pay out to me, because the phone was sent BACK to me by HTC, so HTC had to make the claim. So, while they will probably get the full cost of the lost phone, I'm left with a refurb. HTC won't entertain a claim from me as UPS lost the phone and UPS won't entertain a claim from me because HTC were the sender and had to make the claim! I'm stuck between rock and a hard place...but I'm still fighting!!!

My story
Hey! I have a similar story to share! N.B. None of our phones are rooted and only her's was SIM unlocked via a code we purchased.
So since December 2011, my girlfriend (Phone B) and I (Phone A) have both been using HTC Desire Z sold by Bell Canada. I am a Bell user and she is a Rogers user. Mine was bought under my contract and her's was bought by someone else who got a contract to get the phone but sold the phone brand new and gave me the bill.
So we had been using our phones without any problems until I started experiencing issues in July 2011. The screen was not responding and I had to send it (A) for repairs. It was returned and was used without any issue until the next problem popped up (keep reading).
In December 2011, I decided to send my girlfriend's phone (B) since she had been complaining that her earpiece was crackling. So in December, I sent the phone.
I leant her my phone for the time her's was under repair. One night, my phone froze when she loaded a PDF. It restarted fine but the next morning, it was stuck at the HTC screen (A).
I called Bell. In Canada, it turns out carriers are responsible for handling the warranty so they consider that if you are not a customer under the carrier, you can't avail yourself of the manufacturer's warranty. This makes absolutely no sense as the standard product warranty from a manufacturer is 1 year.
I called HTC and fought for an hour until they sent me to a repair unit. With them, they told me that the phone was still under warranty and gave me a work order to send to the subcontractor responsible for repairs.
I sent phone A for repairs. In the meantime, phone B was returned. We sent phone B for repairs unlocked and they returned it locked (new IMEI). I paid to get it unlocked and my girlfriend started using it. She told me that it reboots every 2 minutes. I took a video of it and it is pretty ridiculous. With a Rogers SIM, it reboots every 2 minutes, without a SIM, it reboots every 15 or so. I'm now going to have to send phone B for repairs again and cross my fingers that it doesn't fail again.
Now the pièce de résistance is coming up. I just received a call from the repair company and they are asking 200$ to fix phone A. They consider that a phone under warranty with a work order and sent because of random software failure needs 200$? What is this?
Posted my story on the HTC Canada facebook page and guess what? INSTANT DELETE! Because of this, I started my own Facebook page. We are customers, I bought not 1 but 2 phones from them and look at what they do!
So here it is, the facebook page where all of you should post your stories:
http://www.facebook.com/pages/HTC-Cell-Phone-Issues/302964459751052?sk=wall
If it gathers wind, we might finally get some real help from HTC. I was a BIG fan of them. Until they fix this mess, NEVER again will I buy or advise anyone to buy their products!
Thank you and sorry for the long mail.
Show some support, this might happen to you!
I will be starting a thread to elicit people to share their own stories and hopefully all post on the Facebook page. Can you guys copy-paste your stories? It would help gather some momentum.

Getting HTC to send you a new phone

So the problem is as follows - I have a contract with three mobile (uk) signed about a month ago (several days less) yesterday I spotted the yellow spot on my screen (as I understand faulty glue) so today i went to 3 and they told me I need to contact HTC and they will send me a new one.
So I have contacted HTC no reply yet - but that's fine.
My question is can someone who went through the same process tell me how that goes and how long does it take because I use my phone for work and I really need it so a week of not having phone is not acceptable.
Also are HTC going to be idiots and refuse to replace it because the boot loader is unlocked - I think that in violation with the trade and goods agreement.

Odd that you've not heard from them, they usually arrange to collect the phone when you call them.
They won't replace it, just repair it. Takes about week.

Im also in the UK. I arranged repair over the online chat which was more helpful as it was obviously instant conversation rather than waiting for replies. It took 7 days, Monday to Monday. My repair was the WiFi problem though. My bootloader was (and is still) unlocked. I just restored the stock recovery and ROM and nothing was mentioned of the unlock they just repaired it. I'm not sure what u can do with regards to having no handset. When I had my old HD2 direct from o2 they fixed it directly with their own repair center and provided a temporary phone for me to use. Having this HOX on orange through dial-a-phone they to told me to contact HTC also.

mishooo said:
So the problem is as follows - I have a contract with three mobile (uk) signed about a month ago (several days less) yesterday I spotted the yellow spot on my screen (as I understand faulty glue) so today i went to 3 and they told me I need to contact HTC and they will send me a new one.
So I have contacted HTC no reply yet - but that's fine.
My question is can someone who went through the same process tell me how that goes and how long does it take because I use my phone for work and I really need it so a week of not having phone is not acceptable.
Also are HTC going to be idiots and refuse to replace it because the boot loader is unlocked - I think that in violation with the trade and goods agreement.
Click to expand...
Click to collapse
it's not down to HTC, it's down to 3 to sort your repair out. I've not used 3 but I upgraded with P4U and had to swap 4 Sony Xperia S (yellow spot) all within 28 days each time being told that after 28 days they would have to send it for repair.

seanicca said:
it's not down to HTC, it's down to 3 to sort your repair out. I've not used 3 but I upgraded with P4U and had to swap 4 Sony Xperia S (yellow spot) all within 28 days each time being told that after 28 days they would have to send it for repair.
Click to expand...
Click to collapse
I know - i was a bit surprised as well.
I mean i have my contract with 3 not HTC - true - htc made the device in a bad way but still....
Well anyway thank you all - a week i guess will be fine i have another device its just a bit outdated and I`m having trouble running openvpn and stuff on it

If it's within 28 days of purchase return it to where you bought it and they're obliged to replace it if it's a defective unit.
I had same issue and carphone warehouse were happy to replace it.
Good luck
Sent from my HTC One X using xda premium

mishooo said:
So the problem is as follows - I have a contract with three mobile (uk) signed about a month ago (several days less) yesterday I spotted the yellow spot on my screen (as I understand faulty glue) so today i went to 3 and they told me I need to contact HTC and they will send me a new one.
So I have contacted HTC no reply yet - but that's fine.
My question is can someone who went through the same process tell me how that goes and how long does it take because I use my phone for work and I really need it so a week of not having phone is not acceptable.
Also are HTC going to be idiots and refuse to replace it because the boot loader is unlocked - I think that in violation with the trade and goods agreement.
Click to expand...
Click to collapse
My experience isn't in UK, but my first HOX also got a bright spot on screen. What I did is, I placed in an ELF (Early Life Failure) order as soon as I found the problem in retail store (I signed up the phone online), it took repair department of my carrier (not HTC) 3 days to response and approve my claim. Ultimately, I picked up a new one in retail store, and thats the happy ending of my story.

Just to keep people updated if someone has the same problem.
I spoke with HTC today - and I have to say I`m amazed by the support.
A UPS person is going to come and collect my phone tomorrow so it is quite quick and within 7 days I`ll have new or repaired device. I had to include proof of purchase and a form they send me.
I have been asked if I unlocked the device and they actually apologised to me in case it gets relocked during the repair process - so unlocking it is not a problem.
Well teats for now - I`ll say what happened when it returns

Interestingly, I've never been asked for proof of purchase from HTC, and I've used the repair service four times, including my One X which was collected today.
Funnily enough though, I wouldn't even have it if it wasn't for someone else being asked for its proof of purchase for a repair lol

The repair email says to include proof of purchase, but I think people get away with not doing so. My first repair got replaced with another phone, which was unlocked, then it had to go in for repair and as I included my proof of purchase which states my phone was with 3, HTC flashed 3 firmware onto it, relocking it.
That was just the beginning of my issues though, now after months of problems, HTC finally sent me a retail unit (not from repair centre), but it ended up being defected as well as it was from an old batch...
It never ends. My tip is if you ever deal with HTC sending you a new phone, request it's from the newest batch possible.

Oh yeah, so it does. Never noticed that before (on account of never reading the email)
None of the reps I've spoken to on the phone or chat have mentioned it, so I've never sent one.

And here we go with the update - the device arrived yesterday - I was quite excited since it was actually fast It was send back to me on friday (so 2 days for repair and delivery) and i received in ot monday just because UPS dont deliver on weekends apparently.
Anyway - the first thing I noticed was when charging i can see the light not only from the speaker but from the top of the creen as well - well that was fine with me. But what i have noticed today is that when charging the touch on the screen goes nuts - i just put my finger and it starts thinking i have pressed on random locations with like 100000 fingers.
(BTW anyone had that problem - i presume it is building some kind og charge on the screen due to the charge but have no idea why)
And so here we go again - I contacted the support and they are coming to pick it up again (this time on 13-th of Aug since I`m outside the UK for a week).
I hope they will just replace it this time instead of trying to fix it.

I'm in the UK, I had lots of issues with my senny XE in repair 4 times eventually they gave me a free upgrade to the hox with a nice new 2 year warranty
I'm replying just to give you the direct number in case you don't already have it
01279 206906.
You have to request a replacement they won't just replace it HTC don't repair their own devices apparently so repair centre will just fix anything I had a new screen motherboard and chassis on one repair all because of dust lol
Sent from my HTC One X using xda premium

Finally received my phone after the second repair - for now it seems to be working properly. Hopefully that will be the end of the story

In Australia if you pay A who is on selling a product for B your contract(warranty/consumer law) is with A as they received payment. I purchased my HOX outright and also had a problem with the screen, the seller was giving me the same BS until I set him straight. Received a new HOX the same day.

Just realised the screen is a bit less responsive when charging ..... again ....
is that something normal - I mean if i have to send it again for repairs I`ll be quite pissed - I mean that's like a month of not having a phone overall
Just found a video of htc desire having similar problems - mine is not as bad tho http://www.youtube.com/watch?v=DpDyMykRH9M&feature=youtube_gdata_player
does anyone know if thats actually because of the charger not the phone ?

I feel for you. I had mine die in the first 2 weeks. Took my provider 5 weeks to replace it.

HTC repair service

Hi
Bought my HTC in April and was happy with it till 2 weeks ago GPS stopped working completely (seeing satellites but no fix despite trying everything). Phone was in original software no unlock made to it.
Send it to HTC service in UK and got message from them with picture that my screen i broken and is not under warranty??? I send them good condition phone (a part of GPS) and now they said its smashed. I have picture of my phone before delivery in good condition but they say is not a proof. Waiting for response from HTC
Sad user
Pedro

panoramixus said:
Hi
Bought my HTC in April and was happy with it till 2 weeks ago GPS stopped working completely (seeing satellites but no fix despite trying everything). Phone was in original software no unlock made to it.
Send it to HTC service in UK and got message from them with picture that my screen i broken and is not under warranty??? I send them good condition phone (a part of GPS) and now they said its smashed. I have picture of my phone before delivery in good condition but they say is not a proof. Waiting for response from HTC
Sad user
Pedro
Click to expand...
Click to collapse
Where did you buy this phone? It's very well possible (although should not be the case) that your phone got cracked during transport..... If that's the case then somehow it is not their fault... but this is a ****ty situation to be in to be honest.

what method of shipping did you use to send it to htc? was it their ups service? or did send it yourself?
at this point if htc don't back down i'd look to the shipping company for compensation - just hope it was insured transit

They did not come to pick it up theirself?
In Belgium they insist that they do the packaging themself. You just sign a paper that it is not damaged (if i remember correctly 5 aspects).
Anyway this is not the first time I hear you story. If you google it, then it has happened a lot.
Hope you get a new phone man

Update
They send UPS courier to pick up phone (was double wrapped in bubble foil and bubble envelope) HTC after I phoned them confirm that package arrive non damage but phone it self smashed!!!! so they raised complaint against UPS will see what gonna happened.
Cheers for support
Pedro

sent phone back to lg for repair

Quick question. My G3 developed a screen fault on the 6th so i rang three for repair. LG sent out all the envelopes, padded and special delivery so i sent the phone back on the 9th which they signed for on the 11th. Apparrently that isnt the day they count their 3-5 days from, as that starts at the point it gets to the technicians. I spoke to a guy on monday whio simply said its with the technicians and to wait...its a pain in the backside as i am phoneless, am paying for a contract that i cant use and see no timescales. the guy on the phone on monday wasnt much help (though not his fault i suppose) but as im going away next week i kinda want the phone back before i go. has anyone sent their phones back to LG and got it back quick or is it looking unlikely that it will be back by next week? Its a pain as they havent told me a thing, havent said if they are going to mail me, ring me etc. not good though that its lasted less than a month before needing repair, after my very light usage of it. should i keep ringing them to chase them along?

Also had a bad screen. After two months the middle of the screen just stopped worked, in a horizontal line.
Called my reseller and said that it could take one month maximum to get it fixed (she couldnt say anything more in detail). Thats insane, imo. Especially since its here in Sweden and bought from a well known reseller with quick and good support. But yeah, i sent it to LGs service center.

lossah said:
Also had a bad screen. After two months the middle of the screen just stopped worked, in a horizontal line.
Called my reseller and said that it could take one month maximum to get it fixed (she couldnt say anything more in detail). Thats insane, imo. Especially since its here in Sweden and bought from a well known reseller with quick and good support. But yeah, i sent it to LGs service center.
Click to expand...
Click to collapse
Apparrently it has been repaired and is being returned today so i should get it backl in the next day or 2...lets see if they say what was wrong with it?

RMA for defective touchscreen - replacement time?

Just wondering what repair experience people have had here getting their screen replaced?
I sent it in and they've had it 30 days now (20 working days) and tell me that there's no ETA. That doesn't even include their ground shipping...
Last week they told me that they were receiving parts and would put a "rush" on the repair. Today they tell me there's no ETA and their repair center doesn't have the parts.
Very frustrated with this. I guess I should have broken the display and gotten it replaced under UhOh.

I would advise against using UHOH. I recently had to use it to get my phone replaced. I got the replacement one and the top speaker and microphone were defected. I had to get the replacement replaced. I started the process on Oct. 18th and I barely got the phone "repaired" and delivered to me last Friday. and the microphone works now but its not great and the top speaker is still not fixed. I'm not even bothering calling back because i wont probably get the phone until next year at this point. This just pisses me off that I probably won't buy another HTC phone again and I'm an HTC Fanboy cause i used every phone they have made since 2009 basically.

I just got mine replaced and it only took ten days. Under manufacturers warranty with bell Canada. I thought it was pretty quick.

Thanks for the feedback. All in all it sounds like a mixed bag.
They've got to replace my screen so whether I get back a correctly working phone is an open question. I'm not looking forward to the possibility of another month or two of replacement nonsense.

My touch screen stopped working and they replaced it upon receipt within a couple days at RMA in early October. The replacement phone had no GPS functionality. I sent it in late October and they repaired it after having it for a month and shipped it back last week, received two days ago. The replaced GPS component doesn't work (probably a board issue causing it to fault) so I just had to use uh oh protection to get a new phone shipped to me with a $600 hold on my credit card. They still haven't shipped the replacement phone and it's been two business days now, but they say it will be next day air.
Besides the frustration, their support is all outsourced to India. Hard to understand agents and no real escalation of RMA issues. Again, I had to use uh oh protection out of frustration because due to the RMA delays, I don't want to wait another month for my 4th RMA to complete for my 3rd phone under warranty.