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Old August 24th, 2010, 09:45 AM   #1 (permalink)
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Thumbs down Careful of HTC RMA

Sent to the article author this morning. Fair warning to everyone.



Read your article here http://www.xda-developers.com/android/a-concerning-amount-of-evo-users-report-power-button-crack/

Just wanted to follow up with you. HTC has quoted me $75 to repair a missing camera lens cover due to my phone also having the hairline crack you discuss here. Even though they acknowledge the fact that the hairline crack doesn't affect the camera lens in any way shape or form and also acknowledging that the missing lens (it fell out) is also an obvious warranty issue they are demanding I pay their fee. Also conveniently right after they quote you expedited shipping prices (in my case 15 for overnight since I've been fighting them for 2 weeks on this already) and charge your credit card they decide to finally inform you that it'll take about two weeks to do actually do the 10 minute repair for you.

I've attached a picture the RMA folks at HTC sent me of my "negligent damage." Somehow phones with screens that fall off and USB power ports that fall out of the phone are obvious manufacturers defects but actually pushing the power button (OMG HOW DARE I DO THIS) is abuse and will not be tolerated by the nice folks at HTC.

Picasa Web Albums - Ben

************************************************** **************
Dear Mr. Sheehan,

Please see the pictures below that you have requested from your phone. If you have any further questions feel free to contact us at 888-617-1113 between 8am and 8pm EST Monday through Friday.

Sincerely,

HTC Customer Care

3. Ben Sheehan
SN: HT05******* (Evo) Crack case
************************************************** ************

Dear Valued Customer,
Thank you for using HTC repair services! Here is a copy of your invoice
for reference.
RMA #: 121****
Accepted Repair Actions: Average Repair
Total Charged: $90.00
Date of Charge: 8/24/2010
There is a 90-day warranty on all repairs made. The 90-day warranty applies
only to repeat return cases with the same functional failure symptom and
same parts for replacement.
Please remember that all processed repair charges are non-refundable. The
charge will appear on your credit card statement as Telamon CPE.
Thank you for using HTC! We appreciate your business!
Sincerely,
HTC Customer Care Department
1-888-356-2375
M-F 8AM - 8PM EST

************************************************** ************

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Old August 24th, 2010, 10:12 AM   #2 (permalink)
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Wow, well that's a load of shit.
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Old August 24th, 2010, 10:17 AM   #3 (permalink)
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You don't have the Sprint $7/month ripoff insurance that I have had for years and almost never used? Sounds like it would've been worth it in this case.
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Old August 24th, 2010, 10:43 AM   #4 (permalink)
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You don't have the Sprint $7/month ripoff insurance that I have had for years and almost never used? Sounds like it would've been worth it in this case.
It was a warranty issue, not an insurance issue and would have carried a 100 deductible which if I knew all of this was going to be the case I might have reconsidered. I'm also cursed with that nasty "I'm an honest guy" disorder unfortunately as I would have had to seriously damage the phone to trigger the insurance claim vs the warranty claim.
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Old August 24th, 2010, 12:41 PM   #5 (permalink)
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Just leave your phone at my house and my kids will cause some sort of warrantable damage to it.

My first Evo developed cracks. It also had light leakage. I got a refurb replacement. Two days later I was told my replacement was in (for the first phone). I called and they said it wasn't a refurb because the phone is soooooo new that refurb'd Evos just don't exist. I showed them that it was and the second replacement was too. Well guess what. The second replacement, phone 3, has a non-working headset jack and scratches on the lower part of the screen.

HTC really needs to quit making phones. As much as I hate Apphole and their treatment of their customers first for battery issues and now for atenna issues at least their issues aren't non-stop and persistent as HTC's.
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Old August 25th, 2010, 02:38 PM   #6 (permalink)
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Quote:
Originally Posted by bigddybn View Post
It was a warranty issue, not an insurance issue and would have carried a 100 deductible which if I knew all of this was going to be the case I might have reconsidered. I'm also cursed with that nasty "I'm an honest guy" disorder unfortunately as I would have had to seriously damage the phone to trigger the insurance claim vs the warranty claim.
Sprint takes care of all warranty issues as well, at least when you have the $7/month TEP or whatever they're calling it now. They always have for me. You should only have to pay a deductible for physical damage, lost or stolen. In fact, I just had my phone replaced last week due to software issues. The replacement was a refurb and had scratches on the camera lens and was in worse condition than my existing phone, but that's for another thread...
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Old August 25th, 2010, 02:41 PM   #7 (permalink)
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Yet another reason I did not take it to sprint. I didn't want a crappy refurb. I wanted my phone fixed.

Making it a point to call twice a day to check on my phone.
They told me it would be 5 to 7 days before it ships. I told them I'd call back tonight. I didn't get the impression the woman liked me very much. She sounded cute though.
I'll call twice a day every day and waste as much of their time as I possibly can. My latest email to HTC has been forwarded to their order management team to "close my ticket" which is basically HTC speak for "nobody cares and we are done talking to you." I thanked him for being as useless as the rest. I'll open 2 more tonight.
Also got another "we don't care about your problems with HTC" chain letter from Sprint today. In case anyone wondered the "dan@sprint" address just takes you to more customer "service" reps though you do get a dedicated employee to ignore you. I like when they say they are "calling from the office of Dan Hesse." It makes me giggle. Chances are good they wouldn't know Dan Hesse if he walked up and punched them in the face. The rep I was working with got tired of me and "referred my case" to another nice woman. She called twice. I hung up both times as soon as I answered but did respond to her via email. She'll probably just close my case too. I'll forward that email to Dan@sprint.com and start a new case.
Been spamming both HTC america and worldwide facebook pages with links to this thread and the numerous web reports of EVO defects. Ironic I had to "like" them to post. I need to get a twitter account going so I can start there too.
Been sending a form letter via fax to every HTC entity I can find. No responses but I'm sure it's worth at least a WTF from whoever gets it and their boss which burns manpower and costs them more money.
I feel confident that I am WAAAYYY past $75 already and I'm just getting started.
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Old August 25th, 2010, 04:13 PM   #8 (permalink)
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Yeah, your way of doing things was totally worth it. I guess my time to me is worth more than yours is to you. Good luck, I hope you get a new phone.
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Old August 25th, 2010, 04:26 PM   #9 (permalink)
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Yeah, your way of doing things was totally worth it. I guess my time to me is worth more than yours is to you. Good luck, I hope you get a new phone.
Yeah you're right. I should totally just bend over and take it in the rear.

Is that how you prefer it?
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