HTC Support - A Diary

[Snazzy]

Today I boxed up my lovely N1 and sent it away for repair and it was not an easy thing to do! I bought my N1 full price from the Google store in July just before they stopped selling them and soon after receipt I noticed dust creep from the bottom left corner of the screen. It got really bad to the point where I finally sent it in for repair.

The following thread will detail my return experience which hopefully will end satisfactory and speedily.

My dealings with HTC/Nexus support on the phone so far have been top-notch. Quick to answer, polite and generally wanting to help. Because I live in Canada I am not eligible to get a loaner while mine is off to be repaired, the technician said it was a border issue. To get my phone repaired I must send it to HTC in Markham, Ontario where they will repack and send to HTC USA for the actual repair work.

The first Fedex waybill they sent me had someone else's name on the sender address so I called HTC and advised my name was not appearing as shipper, my address showing correctly but the name was all wrong... They responded to just cross out the wrong name and write mine in with a pen. Ok I thought.. I was just about to agree and do as instructed when I noticed the ref/case/ticket number was incorrect too. They looked it up and the response was "Now I see why the name was wrong... " So they advised they would send my another Fedex waybill. It arrived via email a few days later and it looked correct. (I hope the other guy gets his phone repaired without issue!)

I dropped off the box to Fedex today and it is enroute to Markham overnight. ***fingers crossed***

What is this dust anyway? It is alot for sure. I carry my phone in my jeans pocket but I ALWAYS use the included neoprene sleeve. Is the battery perhaps leaking stuff?

 

[Snazzy]

Package arrived in Markham, ON. I really don't have anyway to track the progress of this case as I do not see an HTC customer webportal to input my case ID. I'll follow up next week by phone.

 

[Snazzy]

Email recieved from HTC today:

Dear Snazzy,

We received your package. We will be reviewing the condition of the items received and will contact you if we have any further questions. You can check the status by visiting our service site.

HTC ticket #: ********
S/N: ********

Sincerely,

HTC

We are unable to receive replies to this email account. Please feel free to visit our help site for further assistance.
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That's cool. I REALLY like that they have an online ticket portal I can use to check status of my repair. I hope it actually gets updated.

 

[Snazzy]

Well HTC responded it will cost $283.00 to remove the dust from under the screen. The phone is less than 3 months old and I would have thought still under warranty. I have asked for clarification.

 

[mkrmec]

It's not your fault that the phone is defective.. DEMAND that they fix it free of charge!! Don't be a ***** snap at them! They can't charge you anything, it's still under warranty.

 

[Maris]

It should be a warranty repair. They have honored the warranty for others with dust under the screen. see:

Tip Get your handset replaced because of dust under screen - Nexus One Forum - Google Phone Forum

or: http://www.google.com/support/forum/p/android/thread?tid=1245c3047ce7ed0a&hl=en

for just a couple of examples. I'm sure a Google search will uncover more.

 

[Snazzy]

I called them back and they say they see water damage which makes no sense to me. I guess they have a sensor inside that indicates the presence of water.

Anyone know anything about these water sensors? Are they prone to false positives? I have asked for an escalation regarding my warranty. Fingers crossed.

 

[the co0kie]

there are little stickers in it... 1 on the battery and one right under where the battery connects to the phone... its usually white unless it gets wet where it turns pink

 

[Maris]

I called them back and they say they see water damage which makes no sense to me. I guess they have a sensor inside that indicates the presence of water.

Anyone know anything about these water sensors? Are they prone to false positives? I have asked for an escalation regarding my warranty. Fingers crossed.

Hmmm. Wonder if you can point out the fact that the screen wasn't sealed properly could be the cause of letting moisture into where it normally wouldn't go? Longshot, but what have you got to lose?

 

[Rusty]

"Water damage" on phones is a massive con. The little stickers will change colour if the phone is within 20 miles of a water molecule.

 

[Snazzy]

"Water damage" on phones is a massive con. The little stickers will change colour if the phone is within 20 miles of a water molecule.

The sticker on my battery, which I kept, is white.

 

[Rusty]

Interesting that they'd try and claim water damage then.