This is my story regarding the HTC-US 1-year free replacement phone warranty, which it failed on me. If you are currently interested in any of their phones, read my story and think again.
I live in USA. About 6 months ago, I broke my phone screen. It's still functional but hurt my finger. I filed a claim for replacing my HTC10 on 11/3/2017 as it’s still within 1-year free replacement warranty. I chose the advance exchange program and I was told I will receive a new phone about 20 days due to high volume demand at that period.
A month later, I did not receive the new phone. I wrote another e-mail to HTC. No response. I called the customer service, the person said there is something they need to sort out so they will call me back. No response. I had no other way and I need my phone to be repaired soon. I found a store to fix the cracked screen for me. That cost me $180.
Since then, I’d heard nothing from HTC. They even hold my credit card balance ($599 value) for more than 3 months. Yet, today (4/19/2018) I received a phone call from someone who claimed to be from the HTC customer service. It’s been more than 5 months.
At first, the customer service staff told me that HTC will send me a new phone with a newer model, HTC U11, with no charge. I said, "Fine, I will take it.". Then that person said you must still have your HTC 10. I said, “Sure I still have it”. Then he said I have to send my HTC10 back to the company so they can send a new phone after they received it. He emphasized, “This is company policy”. The attitude was quite rude and his English accent was kind of hard to understand. I did not agree because I need a phone at any time, and it’s currently working fine (I spent $180 to fix it). I asked why not send the phone first as the program agreed then I will mail the old one back once I received it. That person repeated the same statement and tried to force me to send the phone to them first.
The call ended unpleasantly and I didn’t agree to send the phone back to HTC because it’s too suspicious. How can I trust what you said given that I never receive the phone you promised. How could I know you will send the new phone to me if I send mine to you? Nevertheless, HTC, it’s you fail to fulfill the agreement, which originally, you said you will send me a new phone within 14-20 days. I have the original chat transcript.
I felt very disappointed after receiving that phone call. I really thought I've let it go because my phone is now working fine. But that call with a very rude attitude makes me angry. It doesn't sound they want to settle the dispute but force me to give up the claim. I really couldn’t believe that’s how HTC treats its loyal customer (I’ve bought more than 8 HTC phones). I will post this anywhere on cell phone related forums and report to BBB as well. I hope these actions will get HTC attention and hope they will learn when people start taking action on them.
I hope my story warn you the bitter truth even it's coated sugar. I hope everyone really knows what they spend money for.
HTC has two ways of doing exchanges, one is where you send the phone back and get a new one. Second is they send you the phone under the pretense that you place a hold on your credit card and send them the old phone after you get the new one.
I also had a big issue with HTC, they took over 3 months to send me a new phone (although they did place a hold on my account the same day i filed a claim)
Eventually I did get my phone back. They claimed that the reason it took so long was because they were moving their repair center to Texas, and soon after a hurricane hit Texas, which delayed the process even more.
I agree, they take way too long
yungyeh said:
This is my story regarding the HTC-US 1-year free replacement phone warranty, which it failed on me. If you are currently interested in any of their phones, read my story and think again.
I live in USA. About 6 months ago, I broke my phone screen. It's still functional but hurt my finger. I filed a claim for replacing my HTC10 on 11/3/2017 as it’s still within 1-year free replacement warranty. I chose the advance exchange program and I was told I will receive a new phone about 20 days due to high volume demand at that period.
A month later, I did not receive the new phone. I wrote another e-mail to HTC. No response. I called the customer service, the person said there is something they need to sort out so they will call me back. No response. I had no other way and I need my phone to be repaired soon. I found a store to fix the cracked screen for me. That cost me $180.
Since then, I’d heard nothing from HTC. They even hold my credit card balance ($599 value) for more than 3 months. Yet, today (4/19/2018) I received a phone call from someone who claimed to be from the HTC customer service. It’s been more than 5 months.
At first, the customer service staff told me that HTC will send me a new phone with a newer model, HTC U11, with no charge. I said, "Fine, I will take it.". Then that person said you must still have your HTC 10. I said, “Sure I still have it”. Then he said I have to send my HTC10 back to the company so they can send a new phone after they received it. He emphasized, “This is company policy”. The attitude was quite rude and his English accent was kind of hard to understand. I did not agree because I need a phone at any time, and it’s currently working fine (I spent $180 to fix it). I asked why not send the phone first as the program agreed then I will mail the old one back once I received it. That person repeated the same statement and tried to force me to send the phone to them first.
The call ended unpleasantly and I didn’t agree to send the phone back to HTC because it’s too suspicious. How can I trust what you said given that I never receive the phone you promised. How could I know you will send the new phone to me if I send mine to you? Nevertheless, HTC, it’s you fail to fulfill the agreement, which originally, you said you will send me a new phone within 14-20 days. I have the original chat transcript.
I feel very disappointed after receiving that phone call. I really thought I've let it go because my phone is now working fine. But that call with a very rude attitude makes me angry. It doesn't sound they want to settle the dispute but force me to give up the claim. I really couldn’t believe that’s how HTC treats its loyal customer (I’ve bought more than 8 HTC phones). I will post this anywhere on cell phone related forums and report to BBB as well. I hope these actions will get your attention and hope you will learn when people start taking action on you.
I hope my story warn you the bitter truth even it's coated sugar. I hope everyone really knows what they spend money for.
Click to expand...
Click to collapse
Took 5 months for me. They prematurely charged my card instead after having my card on hold for 3 months. Since I haven't received the phone and they already billed me (it actually posted instead of pending), I wasn't going to be paying it on my credit card bill, it was an easy charge back win. I got my money back, I finally got a new refurbished phone 2 months after. Since I got my money back, I closed my card and felt no longer obligated to send my old phone back. Never going back to HTC devices. Moved on to Samsung, which isn't any better in terms of warranty, but it's not any worse.
Guys thanks for your replies.
As I start to research this issue, I've found more bitter in their game. It seems many people didn't even receive their phones back after sending their phones to HTC for replacement if they intended to use the so-called "HTC UH OH™ Protection" program. If they asked for a repair, some of them might have to wait for several months (or in some extreme case, a year) to get their phone back. This is really ridiculous.
What terrifies me is that they have done this for years but no one had ever won a situation like this even once.
Besides BBB, is there any other customer protection group or foundation that might help a situation like this? Have you guys ever heard any winning case?
yungyeh said:
Guys thanks for your replies.
As I start to research this issue, I've found more bitter in their game. It seems many people didn't even receive their phones back after sending their phones to HTC for replacement if they intended to use the so-called "HTC UH OH™ Protection" program. If they asked for a repair, some of them might have to wait for several months (or in some extreme case, a year) to get their phone back. This is really ridiculous.
What terrifies me is that they have done this for years but no one had ever won a situation like this even once.
Besides BBB, is there any other customer protection group or foundation that might help a situation like this? Have you guys ever heard any winning case?
Click to expand...
Click to collapse
I won, I got a free phone from them. All I had to do was make a call to my credit card provider. They took care of it all for me.
Related
So here is my story
I purchased an HTC touch pro 2 last year, i bought it before it hit the US markets so i paid a load of money for it. No problem, i love the phones, and i Paid like $700 for the Touch HD when it dropped in England but the lack of the keyboard ended with me selling it.
So i get this phone from a guy that says its direct from HTC its in an exclusive white box blah blah blah right.
Get the phone and all is well, new roms are dropping and i have WM 6.1 on my phone (weak!) so being that i have a MAC computer i cannot do anything to update the phone with out buying a load of software and putting XP on my computer (nope!).
So i go to the HTC website and the update is there and it asks for the serial number, well i put it in and it wont recognize it, hmmm. So long story intro short, i mail it to HTC for an upgrade and maybe check out the loose hinge on the tilting screen.
They receive my phone, and my phone sits on the shelf at the warehouse for 5 DAYS!!!
I call and every time i get the same story, "well mr miller we will escalate this so that it gets taken care of right away sir." I called 3 times and it was never touched. Finally on the 3rd time they tell me, well this is a sample phone, one we gave to employees before it hit the market, so there is no warranty, and we cannot upgrade it, and where did YOU get this phone. Ummm i paid for it, out in the open on Ebay, not out of the trunk of some guys car outside the pool hall.
Anyway they wont fix it, i have no warranty and thats that, ok fine whatever give my phone back, this was on Monday (April 5th) of this week. So the phone is to be sent back to me per HTC on Monday.
Call on Tuesday to get the tracking number so i can see when it will arrive because i am out a lot, and they say it is still in the warehouse.
I call back on Wednesday to get the tracking number so that i can see when it will arrive because i am out a lot, and they say it is STILL in the warehouse.
I call back on Thursday to get the tracking number so i can see when it will arrive...... etc etc.
The rep then tells me there are no notes in the system and it has not even been started for ship out.
But she is going to escalate it so that it gets sent out ASAP Mr. Miller.
Lord not this escalate crap again.
OK BYE!
I call today Friday to get the tracking number, and its the supervisor i spoke with days ago that knows AAAAALL about my case.
Well Mr. Miller the phone is still sitting on the shelf in our warehouse/
WTF for a week+?!?!
It had been determined last WEEK that they were not going to repair it and were going to send it back.
So my phone has been held hostage by HTC and they wont send it back, no one will do anything to get me over to someone in the warehouse, they act as if its Area 57 or something and they dont have phones there.
So needless to say am very VERY disappointed in the treatment I have received and it is very likely that I will not purchase another HTC phone again after this nightmare.
Shame because i enjoy the phones, but i refuse to give my money to support a company that treats its clients in such a manner.
FYI
Area 51, by the way.
Perhaps you should purchase phones after they have hit common carriers instead of trying to blame your mistake on the company.
Sure, they could have sent your phone back to you a bit faster, but if you're unwise enough to purchase a phone off of eBay, you've got larger issues than your phone coming back to you. Besides, it was only there for a week? I've not had any such luck with HTC and having my personal cell held hostage. I guess it all goes back to buying a phone after it has hit the market...
If you ask me, you did it to yourself, Mr. Miller.
Delete double thread
Please read and respect rules
No double posting!!
Already posted here:
http://forum.xda-developers.com/showthread.php?t=661030
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.
I got my new E4GT on Jan 21, and I fount on 23th that it doesn't receive any GPS signal 'at all'. I guess you guys might have some tweaks to fix this issue but I didn't. So I just sent it to Samsung service center on 24th, which was my biggest mistake.
They recieved my phone on '30th' because they are using UPS 'Ground', which I think is ridiculus for a repair service dealing a product costs more than $500. And it's now Feb 6, and it was still being repaired.
So I called them and asked how long would it take more to get it back, and the representative said 'Another week or two'. Wow. Taking a month to finally use a new phone.
So I called Sprint who I originally talked to when I found the problem. At that time one of the representatives told me to send my phone to Samsung since it's a 'technical issue' of the mobile product of Samsung. I explained how my phone's being taken care of, and they said my phone just could have been replaced without additioanl charge since it has an original defect if I brought it to Sprint store right away rather than sending it to Samsung. What Sprint told me they can do is by the way that only once I get my phone back from the Samsung repair shop and bring it to them, they will be able to take care of it because they need the phone in their hands.
So I called (...) Samsung again to claim my phone back right away regardless of whether it's completely repaired or not. But what the first representative I talked to told me is that 1. there's no way to send the product back to the customer while it's under the repair process because it is related to the liability issue(what?!), so I will need to WAIT until my phone is completely fixed. 2. also there's no way to expedite the shipping process because the UPS 'Ground' is the only way of portal service they are using 'from the shop' to the customers. (I even told him that I'm willing to pay additional charge or anything for that)
That was what he kept arguing until I asked him to transfer me to his supervisor or anyone has higher level authority of support. Although he argued that it would be the exactly same if I talked to anyone else, the higher support representative immediately canceled my repair and sent it back to me throught UPS 2nd day air service.
I'm not sure if it's okay to post this kind of complaining here, but might be helpful for those of you who have repair issues.
DO NOT SEND YOUR PHONE TO SAMSUNG. WHETHER OR NOT YOU HAVE THE TOTAL PROTECTION WITH SPRINT, BRING IT TO THEM.
luvnpce said:
I got my new E4GT on Jan 21, and I fount on 23th that it doesn't receive any GPS signal 'at all'. I guess you guys might have some tweaks to fix this issue but I didn't. So I just sent it to Samsung service center on 24th, which was my biggest mistake.
They recieved my phone on '30th' because they are using UPS 'Ground', which I think is ridiculus for a repair service dealing a product costs more than $500. And it's now Feb 6, and it was still being repaired.
So I called them and asked how long would it take more to get it back, and the representative said 'Another week or two'. Wow. Taking a month to finally use a new phone.
So I called Sprint who I originally talked to when I found the problem. At that time one of the representatives told me to send my phone to Samsung since it's a 'technical issue' of the mobile product of Samsung. I explained how my phone's being taken care of, and they said my phone just could have been replaced without additioanl charge since it has an original defect if I brought it to Sprint store right away rather than sending it to Samsung. What Sprint told me they can do is by the way that only once I get my phone back from the Samsung repair shop and bring it to them, they will be able to take care of it because they need the phone in their hands.
So I called (...) Samsung again to claim my phone back right away regardless of whether it's completely repaired or not. But what the first representative I talked to told me is that 1. there's no way to send the product back to the customer while it's under the repair process because it is related to the liability issue(what?!), so I will need to WAIT until my phone is completely fixed. 2. also there's no way to expedite the shipping process because the UPS 'Ground' is the only way of portal service they are using 'from the shop' to the customers. (I even told him that I'm willing to pay additional charge or anything for that)
That was what he kept arguing until I asked him to transfer me to his supervisor or anyone has higher level authority of support. Although he argued that it would be the exactly same if I talked to anyone else, the higher support representative immediately canceled my repair and sent it back to me throught UPS 2nd day air service.
I'm not sure if it's okay to post this kind of complaining here, but might be helpful for those of you who have repair issues.
DO NOT SEND YOUR PHONE TO SAMSUNG. WHETHER OR NOT YOU HAVE THE TOTAL PROTECTION WITH SPRINT, BRING IT TO THEM.
Click to expand...
Click to collapse
If you would have asked first then we would have told you to go to sprint..... In and out no problem
We are not like the international g$2 the carriers overseas usually don't do this but all the carriers in us do the carrier work ...
Sent from my SPH-D710 using xda premium
Unless you bought it used off of Craigslist, why would you not return to the store where you bought it?
Sprint has a 14 day return on new devices, no questions asked.
But yes I agree. Samsung customer service is garbage. As much as I would like the Nexus, I won't buy it as Samsung makes it. I will wait for HTCs next phone.
Your lucky it wasn't Motorola, they would have said were working on an update and hung up.
Sometimes you learn things the hard way, but seriously, assuming you bought your phone at a Sprint store or authorized dealer, and did not take it to a Sprint store or repair center first, especially during the 14 day return period, well ... you already know the rest. Sending ANY kind of electronics back to the manufacturer should be the last resort. I'm at a bit of a loss why you would have sent your phone to Samsung 3 days after you bought it. Sprint cares about you way more than Samsung, and that isn't exactly saying much.
Still, I can't shake the feeling that there's something to this story you're not telling us.
I first contacted Sprint and sending it to Samsung was their suggestion. That's why. Even the Sprint representative I talked to today didn't know why the first representative told me to do that way. That might be the missing point here. After talking to him, his supervisor called me and apologized for the bad advise from the first one. If I knew or heard that it couldve taken care of by Sprint, I would definately have dont that way.
Work at sprint here, yea, withing 14 days we always swap it for you instore. Past 14 days, free with insurance, or $35 without.
Sent from my SPH-D710 using XDA App
Why would you think to try and repair a defective phone within your return/exchange period??
Step 1-Got to Sprint store
Step 2-Exchange phone for brand new one
Step 3-Love new working phone
I'm not trying to be rude, but there is 14 days for a reason
luvnpce said:
I first contacted Sprint and sending it to Samsung was their suggestion. That's why. Even the Sprint representative I talked to today didn't know why the first representative told me to do that way. That might be the missing point here. After talking to him, his supervisor called me and apologized for the bad advise from the first one. If I knew or heard that it couldve taken care of by Sprint, I would definately have dont that way.
Click to expand...
Click to collapse
You dont contact Sprint, you take it to Sprint, the store you bought it at or any other store ... I guess you did learn your lesson
I buy all my phones on craigslist or ebay. If I break one, usually I find some way for it to be manufacturer error or whatever (faulty usb connection, faulty screen, faulty keyboard). I have insurance through sprint, so I take it to an authorized repair center(I have 3 in town), and they replace it free of charge because its manufacturer error. Usually I get my replacement device the next day.
luvnpce said:
I first contacted Sprint and sending it to Samsung was their suggestion. That's why. Even the Sprint representative I talked to today didn't know why the first representative told me to do that way. That might be the missing point here. After talking to him, his supervisor called me and apologized for the bad advise from the first one. If I knew or heard that it couldve taken care of by Sprint, I would definately have dont that way.
Click to expand...
Click to collapse
I see. Sorry you got bad advice, but sometimes you can get better advice from the drunk bum pushing a shopping cart full of cans and bottles down your street than you do from a service call center rep. Often times they're new, under trained, or just don't give a **** and want to get you off the phone.
If it's any consolation, I guess it's safe to say you learned something through this experience, which is always a positive. I hope you get your phone back soon.
A friend gave me an HTC One thats useless to him since the battery wont accept a charge whatsoever.
It powers on and everything when its plugged in, but it dies immediately if its unplugged.
The phone still has a year left on the manufacturer warranty, but im clueless to HTCs rules/policy/procedure. I am not the original owner and have no papers or proof of purchase. Would I still be able to send it in as is? Or do I need some paperwork etc?
Thanks for any help.
I wasn't the original owner on my phone when I sent it in, and I didn't have to provide any proof of purchase or anything. I just had to pay for shipping to them.
They asked if I could take it to my service provider (VZW), and I said no I couldn't because I wasn't the original owner and they just said Ok, and started on my claim. I did it through online chat - not sure if phone service would be the same or not.
carngeX said:
I wasn't the original owner on my phone when I sent it in, and I didn't have to provide any proof of purchase or anything. I just had to pay for shipping to them.
They asked if I could take it to my service provider (VZW), and I said no I couldn't because I wasn't the original owner and they just said Ok, and started on my claim. I did it through online chat - not sure if phone service would be the same or not.
Click to expand...
Click to collapse
Yep, the devices is the one that gets the warranty regardless of who bought it. they track it with the IMIE that is on the phone.
OP i would suggest you talk to HTC, they are normally good about helping with HW failures like you stated. Couldn't hurt to ask.
Ahh ok, good to know, thanks Synister
I had similar experince, not orginal owner and they will accept RMA if phone is under warrenty.
You pay shipping to them, they cover shipping it back to you..
You don't even need proof of purchase. My wife had to use the advantage screen replacement and the Rep said when the phone first gets programmed, it sends the info to HTC, so they know when the phone was bought.
Sent from my One using XDA Free mobile app
So I went ahead and did the live chat. I got disconnected twice (who knows why) but they had a record of the convo etc.
Anyway, went through the process to confirm it wouldnt take charge and am sending it in. Pretty cool.
Initially I opted in for the refurbished replacement and then mentioned it had a cracked screen. I got excited for a moment thinking the warranty coverage may actually accept it and they would send a non-cracked refurb . As expected though, no go there so im just gonna get the battery fixed.
Thanks for the help everyone.
jet2k said:
So I went ahead and did the live chat. I got disconnected twice (who knows why) but they had a record of the convo etc.
Anyway, went through the process to confirm it wouldnt take charge and am sending it in. Pretty cool.
Initially I opted in for the refurbished replacement and then mentioned it had a cracked screen. I got excited for a moment thinking the warranty coverage may actually accept it and they would send a non-cracked refurb . As expected though, no go there so im just gonna get the battery fixed.
Thanks for the help everyone.
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Did you ask about the free screen replacement for the phone? maybe while they are fixing the screen they will do the battery too? I know some people are saying its only 6 months for the screen but i did convince a friend to try and they are going to fix his One Max screen and he's owned it for 8 months. worth a try.
Well here it goes, I was lucky enough not to pre order this device and was able to walk into Bestbuy and purchase one. Of course the night that I got my phone or night after with my luck I was getting out of my truck and totally forgot the phone was on my lap and jumped out, it hit my step on my truck and then landed on the gravel. Ended up cracking of course I posted about it when it happened so I jumped through hoops and called Asurion and filed a claim. They sent me a brand new device which is awesome so I sent the other phone back and was fine, well literally a day or so after the recall was announced. Being that it was fresh no one really knew what was going on so I let it be. I have requested my money back from Asurion since technically I paid for a claim that was never needed since they would have swapped the phone anyway which didn't fly because they said they couldn't get my original device back to me, Bestbuy said I can't do anything even though the phones brand new because the IMEI numbers don't match and Verizon is pointing at Bestbuy and Samsung. Asurion has told me that I can't do anything besides wait until they get devices to ship me out another one. It's been over twenty days and they claim it is still on backorder which I don't understand because all carriers have gotten devices to swap everyone out with. At this point I have no idea what to do, I like the device and I just want my replacement but at the same time I think it's taking them a little too long. Just looking for any suggestions ( besides wait ) lol. While I don't think my device has any battery issues and is okay I still don't feel comfortable when I go to charge it every night.
Did you check the IMEI on Samsung's recall website? Or tried the Samsung + app which will tell you if it needs to be recalled? Not every device was affected.
raduque said:
Did you check the IMEI on Samsung's recall website? Or tried the Samsung + app which will tell you if it needs to be recalled? Not every device was affected.
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Yeah mine falls under it and I got the beautiful notification that reminds me everytime I charge it too. Just been a nightmare lol
do you live near an official Samsung store? sounds like you have two options... deal with asurion or Samsung directly
Samsung has really been no help telling me to go to my carrier which tells me to go to asurion. They told me today they have no clue when they will have a device for me. They did offer a full refund but of course I have to jump through hoops. I have to pay the phone off in full with Verizon and send my receipt along with the phone back to asurion and I will get my money back in seven to ten days.
Talk to Verizon online and tell them to annotate your account for a swap. Walk into the store and explain them that what the online folks told you and say that your account has been annotated for a swap.
I did similar for mine as my replacement was having issues and Bestbuy would not take it back as they had none to give out. Initially I went between Samsung, Verizon and Bestbuy. Last resort, I called my credit card to help me out and they suggested to talk to the company to which the payments are being made. So I finally called verizon and walked them through the process (that Discover guys had explained me) and they then annotated my account.
My replacement was heating up and had terrible battery life.. Like 3 to 4 hours.. Charged it like 4-5 time.. Resetted it like 10 times.. Even filed a case with Samsung.. they wanted to send me the device for repair at my expense..
I can feel your pain Man.. dealing with all these nonsense. Just be persistant and things will fall in place..
Well surprisingly after yesterday's call to Asurion it must have either lit a fire under someone or it just happened that they received stock of them at 3am. I got a email saying they finally had some and to call, called this morning and it will be here sometime tomorrow. Scary part is I hope it's not a refurbished unit which I highly highly doubt but anything is possible. I was honestly getting impatient but at the same time, it was just frustrating not being able to get my replacement when it was available to everyone else. Like I said nothing is wrong with my device or i should say at least I don't think but there is always that what if factor and I don't like that. Especially now with there washer machines apparently catching fire too....