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Old August 17th, 2010, 07:27 AM   #1 (permalink)
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Exclamation Htc repair - not good!

I am experiencing a problem with HTC support and repair and would like to take this opportunity to tell you what is going on.

Around 2.5 months ago I sent my Nexus One for repair, I dropped it and damaged the corner and the frame, putting the battery cover of align.
I sent called the HTC repair centre in Miltonkeens and they collected the phone

Repair 1 (3 weeks) (Replaced housing)
2 weeks later I didn’t here anything from HTC, so I called them. I was told “we had your wrong email address, so we could not contact you” HTC had the correct contact number. I was told the phone had been repair, and I would receive a confirmation email. 30min later an email came through in HTML, I could not read it, I called back and had the email resent and paid the £60 for repair.

I received the phone back with the same fault.

Repair 2 (1.3 weeks) (Replaced housing


I contact HTC on the same day and told them the phone had the same fault, the phone was collected. A week went by with no contact from HTC. I called them and asked had my phone been repaired “the phone has been repair, and we will send it back to you in the next 2 days” I received the phone back and it had the same fault and also incurred 2 new ones, I contacted HTC and told them the phone had the same fault and explained that the off button did not work and also the back there was a 2mm gap that showed the inside of the phone.

Repair 3 (2 weeks) (Replace battery cover)

I contacted HTC and said “I and shocked that no one had QC the phone before despatching to a customer” the apogees and arrange collection. This time I made sure that it was clear. What was wrong with the phone? I took pictures, highlighting the faults that stood out anyway. I sent the pictures in the package and also sent them over to one of the advices to a centralised email that had been set up. I was escalated to the escalation team, and I was told that they would not replace the hand set, there were 5-6 calls to establish this. A week later I contacted HTC, and I was told the phone had been repaired and was on its way back. The phone turned up and it had the same fault with additions a gap around the screen.

Repair 4 (2 weeks) (housing and mother board – new MIE number)

I said to the chap on the phone what hope is there, I have even taken picture? And sent it back and made 3 calls to chase it up. The phone turns up, I open the box the same fault battery cover off align, and it would not turn off.

Repair 5 (2 weeks)

I contact HTC not happy and ask for a manage to call me Mr. Woodhouse call and looked at the previous tickets and said I am very sorry he did not know what to say. I was told “we will collect the phone and as soon as it arrives, we will replace the handset” As it was a Friday passed the 12am HTC cut off for collection, I sent the parcel myself. The next week, Monday I was expecting a new handset.
Tuesday I called HTC and asked can you tell me what is happening with my phone I was told the “the phone had not arrived” I check with Royal mail, and they told me that the package had been delivered on the Monday. I called HTC back and told them that the phone was with them, and I was told “I am very sorry we have 2 systems and there is a possibility that it’s not been added/checked in”. I asked to speck to a manage, and I was told that “Mr. Woodhouse is on holiday”. I then asked to speck to his manager, and I was told he was too busy? I hung up.

1hr later I called back once I had chilled out, I was told the phone had been checked in.

The next day I called back to see when my phone would arrive I was told “currently your phone is waiting for parts” I said Mr Woodhouse told me the phone would be replaced? The said it was with the escalation team. I then spoke to Christian in the Tare Team and told him the very long story. He said “I don’t know what to say. Sorry” He told he would look into it with the escalation team.

4 days on I receive a call from HTC it was Harika “We have your handset here and we can not see anything wrong with it this is a new handset that we sent to you 4 weeks ago” I said “No you replace the mother board it was not a new handset” I explained the hole story and Harika said “I am very sorry” and agreed with me he did not call me back.

I call HTC today and spoke to Christian and he told me my phone is waiting for parts from TYWAN and there is no one who can help.
There seems to be issues with internal processes and management taking responsibility, and having authorisation to make a decision.

I called the HTC head office and I got put though to a Chinese voice mail 3 times.

Repair 6 (2 weeks)

17 August 2010 and it has the same fault I am totally fed up. The whole phone is not right there is a lip around the screen, the band on the back has a slight gap it seems when the repair centre allocated a new phone they build it and send it to you? The phone is going back.

Repair 7 (2 weeks)

I received the phone back with the same fault. It’s getting on for 4 months now. I spoke to Andy Woodhouse, and he apologized and told me leave it with me, I will call you back. 2 days later I received call from HTC a chap called Lee he told me he had been told to call me by Andy Woodhouse. Hum Andy could have called me himself. Lee told me that they were going to send me a new hand set from Google, Lee arranged collection of the hand set. Fantastic the end……
No, a week on and I am still waiting I called HTC and asked to speck to Andy, I was told he is not available and Lee is not there!. I gave all my details and explained the 7 repairs. I was then told the hand set is in our repair centre. I said “y is the handset in the repair centre when a new hand set was supposed to be sent out” I was then told the handset had been booked in under the wrong IME number. God help me

Its been 4 months now..........

call them the other day because i have been waiting 3 weeks for my new phone from the US i was told the phone was book under the wrong IME for the second time

its been 5 months now.......... 20th September 2010

I have just got my phone back from HTC today after wait 2 weeks for my new handset. The so called new phone turned up today take a look at the pictures




There are 3 IME numbers so the phone has been reckoned.

I called them back and told them you told me I would receive a new handset. My god I don’t know what to say

Repair 8 (3 weeks)

October 22nd 2010

Ow my god after months and 8 repair i got my money back from google.

The funny thing is i have still had around 5 calls from HTC repair centre asking when the need to pick up for repair.

Bad communication between google and HTC

Glad its over

shame on HTC

I decided to for the Nexus S as this is made by Samsung.

Repair 1 of my new Nexus S he we go again

Reception is very bad can connect to wifi and not sending messages this is intermittent. After 3 call i was told they would need to collect the headset for repair lol

me and phone don’t get on!




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Old August 17th, 2010, 01:22 PM   #2 (permalink)
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Oh wow...that's rough man >_>; I dealt with HTC repair for a minor concern, and they seem sent me the part imediately. I've never sent my Nexus in...but I hope I don't have to suffer like you >_<;; Don't know what advice to give, you seemed to have done everything to get HTC to fix the problem.
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Old August 17th, 2010, 02:02 PM   #3 (permalink)
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Wow, up untill now I had heard nothing but praise for HTC repair and customer service.
Do you still have those pics of the original damage and the consequent damage?

Sucks for you man!
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Old August 18th, 2010, 10:26 AM   #4 (permalink)
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Sorry to hear that it was so problematic.

I dealt with HTC repair in the UK and they were excellent.
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Old August 24th, 2010, 09:02 AM   #5 (permalink)
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Ugh...that sucks. When I had my power button issue, I paid the deposit to get a replacement sent to me because i was worried something like that would happen for a repair.
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Old August 31st, 2010, 05:02 AM   #6 (permalink)
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Thumbs down Not good!!!!!

Update -

Repair 6 (2 weeks)

17 August 2010 and it has the same fault I am totally fed up. The whole phone is not right there is a lip around the screen, the band on the back has a slight gap it seems when the repair centre allocated a new phone they build it and send it to you? The phone is going back.

Repair 7 (2 weeks)

I received the phone back with the same fault. It’s getting on for 4 months now. I spoke to Andy Woodhouse, and he apologized and told me leave it with me, I will call you back. 2 days later I received call from HTC a chap called Lee he told me he had been told to call me by Andy Woodhouse. Hum Andy could have called me himself. Lee told me that they were going to send me a new hand set from Google, Lee arranged collection of the hand set. Fantastic the end……

No, a week on and I am still waiting I called HTC and asked to speck to Andy, I was told he is not available and Lee is not there!. I gave all my details and explained the 7 repairs. I was then told the hand set is in our repair centre. I said “y is the handset in the repair centre when a new hand set was supposed to be sent out” I was then told the handset had been booked in under the wrong IME number.

God help me
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Old August 31st, 2010, 08:07 AM   #7 (permalink)
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bOre...oh dear lord : < I feel your pain there bud...wow...7 repairs? If anything you are persistent, I hope your efforts rewards yourself in the end...so did HTC fix it and book the headset under the right IME number?
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Old August 31st, 2010, 02:39 PM   #8 (permalink)
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I'm currently having a bit of bother with either HTC or MPRC.ie(phone repair company in ireland). MPRC carry out repairs for carrier Meteor in Ireland. I recently sent my Hero for repairs to MPRC on Meteor's advice as the the touchscreen was completely unresponsive! MPRC claimed to have sent the phone to the manufacturer and had it repaired. I received the phone back 16 days later with the same fault.

I don't know about the UK but I'm sure consumer rights are similar. I found this on Irelands National Consumer Agency's website.

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

The Sale of Goods and Supply of Services Act, 1980 gives legal rights to consumers in their dealings with retailers and service suppliers. The Act empowers consumers to take action for themselves. Most issues under the Act are civil legal matters to be dealt with between the parties to the contract.

Under the Act, goods should be:
  • Of merchantable quality - the goods are of an acceptable standard
  • As described - false or exaggerated claims must not be made by the seller
  • Fit for intended purpose - be fit for the purpose they were bought for
  • Correspond to the sample

Where goods do not conform to the above criteria, you are entitled under the Act to seek a repair, replacement or a refund.

The legislation does not specify whether it is the retailer/supplier or the customer who chooses the form of redress to be offered.

However,if a repair is offered and accepted, then it should be permanent. If not, and the same fault occurs again, then the buyer is entitled to seek another form of redress from the list.

You can also reject the retailer/supplier's offer if you wish to seek another form of redress. If you do, you may have to take the matter to the courts to have it resolved.
************************************************** ************************************************** *

I'm contacting both companies tomorrow and who ever is at fault will be giving me a new handset. Its the law. Check your consumer rights, you may get a solution a lot quicker if you quote your rights and demand a replacement?

Hope ye all get your issues sorted.
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Old September 1st, 2010, 05:29 AM   #9 (permalink)
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Battery cover out of align huh?
Mine too..... let it drop once...
Now got a case for it so i wont notice anyway, however before my warranty is over i'm going to send it in for repair =)
Just hope they'll fix it asap...
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Old September 1st, 2010, 07:35 AM   #10 (permalink)
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Originally Posted by rickynl View Post
Battery cover out of align huh?
Mine too..... let it drop once...
Now got a case for it so i wont notice anyway, however before me warranty is over i'm going to send it in for repair =)
Just hope they'll fix it asap...
Same for me, battery cover is not align as well, which resulted in annoying clicking noises when I press the top of the phone. I called HTC and they sent me a replacement battery cover with no question asked. It was OK at first, now the clicking noise is back and alignment is slowly verring off. I'm going to also send my phone in closer to when my warranty is up for it. Hopefully I won't experience the horror stories of HTC.
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Old November 8th, 2010, 07:29 AM   #11 (permalink)
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Ow my god after 5 months and 8 repair i got my money back from google.

The funny thing is i have still had arounf 5 calls from HTC repair centre asking when the need to pick up for repair.

No communication between google and HTC

Glad its over

shame on HTC
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Old November 8th, 2010, 05:30 PM   #12 (permalink)
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I can attest to the incompetence of the HTC repair department. I had a very similar set of issues with my phone(s). I had a total of 8 cases started with HTC/Google. That included 6 swaps and 2 repairs. My feeling is that they simply don't test the phones thoroughly enough even when given direct instructions on how to reproduce issues. My issues included severe rebooting over and over on 3 headsets. There were terrible call qualities on 2 more, and then issues of screens with dead pixels on 3. I think the staff that takes the calls is very friendly and relatively helpful so I don't want to totally throw all the blame at them, but there is no communication with the actual people that repair phones. I also received swapped phones that looked like hell and rejected them immediately. Right now with my fingers crossed I did receive my phone that had the screen replaced to get rid of a couple of dead pixels. Glad to hear that you got your money back. At the end of the day I really like the phone, but what the hell! I won't buy a phone directly from a phone manufacturer like that ever again. It would be so much easier to go to the store and just demand another one.

Jay
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Old March 23rd, 2011, 10:03 AM   #13 (permalink)
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Quote:
Originally Posted by jpav80 View Post
I can attest to the incompetence of the HTC repair department. I had a very similar set of issues with my phone(s). I had a total of 8 cases started with HTC/Google. That included 6 swaps and 2 repairs. My feeling is that they simply don't test the phones thoroughly enough even when given direct instructions on how to reproduce issues. My issues included severe rebooting over and over on 3 headsets. There were terrible call qualities on 2 more, and then issues of screens with dead pixels on 3. I think the staff that takes the calls is very friendly and relatively helpful so I don't want to totally throw all the blame at them, but there is no communication with the actual people that repair phones. I also received swapped phones that looked like hell and rejected them immediately. Right now with my fingers crossed I did receive my phone that had the screen replaced to get rid of a couple of dead pixels. Glad to hear that you got your money back. At the end of the day I really like the phone, but what the hell! I won't buy a phone directly from a phone manufacturer like that ever again. It would be so much easier to go to the store and just demand another one.

Jay
i agree looks like google have move away for HTC now
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