My letter to HTC about my dust problem etc.


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  1. johnboyw

    johnboyw Member This Topic's Starter

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    Hi, I had my Nexus One for about 4 weeks when I discovered dust under the screen. I rang the service centre who said because my phone was over 2 weeks old I couldn’t have a replacement only a repair. I sent it in for repair and it came back a week later.
    I checked the phone over and it looked fine. Then 3 days later I noticed that the dust had come back again. Naturally I was very unhappy as the repair was obviously not carried out correctly or there was a fault with phone.
    I then contacted the service department again to tell them I was very unhappy with the repair and what could I do to escalate the issue. I was told by Lee after he had spoken to an escalations manager that I could have a doorstep exchange. That was supposed to happen on the Wednesday.
    I waited in all day for the replacement and it never arrived. I rang the service department again to ask where my phone was and was told that a doorstep exchange was not available in the UK and should not have been promised to me. They said that I had to send the phone in again for repair. I explained to them that I was not happy with the service I was getting and that I wanted to take it further. All they could offer was to have the phone looked at again and see if they could replace it.
    So I sent it in again for repair and after they had had it for 4 days I rang to see what was happening as I had heard nothing. I was told that I could have a brand new replacement phone and I would receive it Friday. It came Friday and I was happier now I had a phone without dust under the screen. That was until I used it when the lighting in the room was low. I then noticed that the soft key lights were not illuminating. I really could not believe this from a supposedly brand new phone.
    So yet again I rang the service department explained my problem to Sebastian and he said that the service I had received was not good enough and he would pass it onto his escalations manager and that he would ring me Monday morning which is today. He didn’t ring Dominic did and said that my phone would have to go for repair again.
    At this stage I am now that fed up with the whole thing I could not be bothered arguing anymore, as over the weekend the phone had got dust under the screen just like my last one had. So today I am sending my phone in again. It also means that the service centre has had the phone longer in their possession than I have had since owning it.
    I like the phone just not the quality of the build of it and also the outcome of service from the service centre.
    I would like someone to contact me and explain why I have had so many problems and also insurance that I will have a working phone eventually.
     

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  2. SnotF

    SnotF Well-Known Member

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    Are you posting this on every forum? And why? What does it prove? That HTC doesn't offer the best service or certain services to the UK? Or that one individual had some bad luck?
     
  3. chaz_uk

    chaz_uk Well-Known Member

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  4. Covert_Death

    Covert_Death Well-Known Member

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    man seriously why are you posting this everywhere? if it's a letter to HTC send it to THEM and be done with it, a letter addressed to someone that oes to everyone else BUT them does absolutely NO good
     
  5. johnboyw

    johnboyw Member This Topic's Starter

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    I just thought i would share my experiance.
    Wish i had not bothered.
    This is one of the reasons why i dont visit this forum much.
    Can someone remove my post please.
    Thanks..
     
  6. oniongirl

    oniongirl Well-Known Member

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    nono, it's good that you want to share. but there are other threads in this very forum, and probably in the others that you've posted in, about this very issue, or at the very least about HTC's service.

    Perhaps you would have been better off posting in one of those :)
     
  7. theartfullodger

    theartfullodger Well-Known Member

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    Dear OP:

    I assume your actual letter was clearer, spelling corrected and better formatted: So, what did HTC do in response ?? No point posting this sort of thing before they've had a chance... as you do know the guys at HTC lurk here.. and if they were (incorrectly of course..) to think you were trying to make trouble, just might reconsider their response.. I certainly would..

    Cheers!

    Lodger
     
  8. AnotherFatalEpic

    AnotherFatalEpic Well-Known Member

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    HTC Cust. Service + Nexus One dust = fail.

    That letter to HTC = bigger fail.
     
  9. theartfullodger

    theartfullodger Well-Known Member

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    Incidentally...

    your contract (from when you bought the N1) was with Google: They want you to use HTC to have it fixed under warranty...

    You don't have to agree to that, but can return the problem to Google as the "merchant" (English usage). Think that some day soon that will make an interesting legal case...

    Cheers!


    Lodger
     
  10. SubyWill

    SubyWill Well-Known Member

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    lol, cool story bro.



    Sent from my Nexus One using Tapatalk
     

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