WTH HTC!!!! Very Upset with HTC & Sprint Customer Service

[ghodzilla5150]

Well on Saturday I was wiping the screen clean and saw dust under the screen (top left corner, I also have light leakage) and decided to goto a Sprint store with a repair center, long story short, I get the run around and was told to contact HTC as Sprint could do nothing about the issue. Well I call HTC this morning and they want me to send in my phone for repair. The problem is this is my main phone and what do I do in the meantime (because of HTC'c blunder with sealing the screen). HTC says it will be a 2 week turn around (I don't believe this as they seem like incompetent Monkeys). This really upsets me

 

[wase4711]

so, what do you want the people at this board to do about it?

 

[sitlet]

When did you get the phone? Yes, sprint is giving you the runaround. HTC IS the manufacturer, and you CAN go through them, but like they said, they dont have repair centers and will need to phone for a while.

However, with all phones sprint sells, SPRINT covers the 1 year manufacturer warranty, since they have repair centers all over the country. Take it back to a corporate sprint store, ask to talk to a manager, and tell them they HAVE to fix or give you a replacement. If it's under 30 days old, they have to give you a new one (although they are out of stock and you may end up waiting a few weeks, but at least you will keep your phone in the meantime). If its over 30 days, they will either give you a new one or a refurb.

 

[ghodzilla5150]

Nothing, just venting. I don't think we as customers should have to put up with this nonsense. I get tired of Tech companies sending out defective devices (to make a quick $ OR beat another company to the punch) and then the paying customer is inconvenienced while said device is being repaired.

Edit - Yes, I do have insurance. I am talking with Sprint right now and they want to send me a re manufactured device (but I won't accept that as I bought a new phone and want a new phone in return). I don't want someone else's piece of junk they sent in for repair. I want them to send me an Epic while I send my EVO in for repair as I use my EVO for business purposes and NEED to get my e-mails throughout the day and the Epic can do what the EVO does.

 

[zombdroid]

Nothing, just venting. I don't think we as customers should have to put up with this nonsense. I get tired of Tech companies sending out defective devices (to make a quick $ OR beat another company to the punch) and then the paying customer is inconvenienced while said device is being repaired.

I hear ya! Don't sweat the dust thing unless it is affecting you viewing your screen. This appears to be a common problem amonst smart phones but does not affect the operation of the phone and most people can only see the so called dust when the screen is off.

Google search iPhone dust under screen. You will see what I mean. Enjoy your phone and don't sweat the little things.

 

[fiyah]

Nothing, just venting. I don't think we as customers should have to put up with this nonsense. I get tired of Tech companies sending out defective devices (to make a quick $ OR beat another company to the punch) and then the paying customer is inconvenienced while said device is being repaired.

Edit - Yes, I do have insurance. I am talking with Sprint right now and they want to send me a re manufactured device (but I won't accept that as I bought a new phone and want a new phone in return). I don't want someone else's piece of junk they sent in for repair. I want them to send me an Epic while I send my EVO in for repair as I use my EVO for business purposes and NEED to get my e-mails throughout the day and the Epic can do what the EVO does.

But the Epic has not been released yet. You are being just a tad bit unreasonable here.

 

[ghodzilla5150]

There are Epic's out there. My friend who works as a Sprint rep already has an Epic. He has had one for about a month now (he is testing it out). So yes, they are available. The guy I was talking with on the phone told me they have them BUT can't send me that phone as a loaner while mine is being fixed.

Bottom line is I have to wait for a phone to be shipped to me (better be new or I am sending it back) and send in my phone I have my EVO set up the way I like it and now I will have to set it up all over again (getting the Chrome to Phone setup was a pain in the Butt) because HTC & Sprint decided that sending out a defective device before the iPhone 4 (which has it's own issues) was an acceptable risk as they had to beat Apple's device to the marketplace. In the end the customer ALWAYS gets screwed!!!

 

[archie70]

Although I hear you and definitely understand your pain and frustration with Sprint and HTC, you have to come to grips that you bought an electronic device. Sometimes electronic devices break or is incorrectly manufactured. And when this happens the only reasonable thing a manufacturer or seller can do is repair it for you or replace it. I think its unreasonable to ask for an "epic" loaner while your phone gets serviced as you would when you bring in an automobile to the dealership. This is not an automobile under warranty you're talking about, its a phone. When was the last time you got a loaner tv, dvd player, or a computer loaner while in for service? Yes, its unfortunate that the EVO has been more popular than expected all over the globe leading to severe stock shortfalls but you have to be reasonable when dealing with HTC/Sprint. If you are lucky enough to get any phone "loaner" ask sprint for a service credit for the month or however long the turn around time took to get your phone back into your hands. Good luck.

 

[06g35meister]

If i were a rep and you asked me for a loaner epic, i would hang up on you. End of story. You have dust under your screen, and your making it seem like the phone melted in your hand. Blow it out with a can of air. You have zero sympathy from this guy.

 

[ghodzilla5150]

Well who gives a damn what you think. Obviously you don't work in a customer service type position or you would be out of work. Remember, it's the CUSTOMER who pays your salary and when said customer has a bad experience they usually tell 8-10 people about it (which in turn could hurt sales of your product) or I could drop Sprint and go with Verizon and get the Droid X or Incredible (there are options). I did not get a loaner and will get a phone shipped to me (if it's not new, I will send it back until I get a new phone as I paid for new and don't want remanufactured). You just can't blow it out with a can of air. The Sprint techs already tried that to no avail.

Archie - I understand electronics as I have a Bachelors Degree in Electronics and work in the IT field. My thing is we should not have to just deal with it. We spend our hard earned money on these devices and most of them are rushed to market to beat said competitor to the punch. I asked for a loaner that would do the same as my EVO as I use it for business and personal. I did not get a loaner (never hurts to ask) and I always speak professional with whomever I am dealing with. I was credited $30 to my account and now I am waiting for an EVO to be shipped to me. I have been with Sprint for 12 years and could have easily jumped ship when things were bad but I stuck it out and deserve a little something for that. Supposedly the Manager is going to expedite my issue and try and get me a phone within the next two weeks (we will see) until then I am stuck with a defective unit that will get worse over time. Dust/Dirt is an electronics killer and it's just a matter of time before the unit goes belly up.

 

[dan330]

you are right.. you should not have to be down and out with no phone.

but ... you are sending in a used phone for repair... they are willing to give you a refurb phone. You need to be willing to work with them.. they are doing what they can.

if you are in your 30day period.. return it... cancel..
buy a new one!

 

[sadkins292]

Nothing, just venting. I don't think we as customers should have to put up with this nonsense. I get tired of Tech companies sending out defective devices (to make a quick $ OR beat another company to the punch) and then the paying customer is inconvenienced while said device is being repaired.

thats what im talking about. i finally got a evo without serious light leakage after taking it back 3 times to bestbuy (where i bought it.) Now i only have to worry about the fact hd video recording is shit, the very poor pic quality in low light, the fps cap, and the fact my fm radio wont work. it seems like htc just skipped the testing phase all together on, kinda like another company i know of

 

[IPvFletch]

IMHO them offering to help is WAY better than them telling you to go pound sand.

 

[ghodzilla5150]

They BETTER offer to help OR they will lose a customer. My whole family is on Sprint and since I am the "Tech Guy" for the family they would lose a few subscriptions. What do we pay insurance for then? That $7 a month is NOT for nothing.

I don't understand why people are willing to take a refurbished phone , WHEN WE BOUGHT THEM NEW. I refuse to take someone else's POS phone. There's a reason that phone was sent in. I don't want their old issue(s). Just send me a NEW phone and I will let it be. It's not our fault the phones were shipped and sold defective. That's HTC's and Sprint's issue not mine.

 

[sitlet]

Calm down guy. They arent even sending out refurbs yet, they dont have any. I just went into the sprint store today and they are sending me a brand new one as a replacement, and I'm over 2 months in. Maybe you just need to calm down, customer service reps dont like being yelled at, and probably wont help you if you yell at them.

As for asking for an epic, thats totally RIDICULOUS. They arent even out yet. Yes, a few people have them for TESTING, but they are not out for the retail public yet. The Evo was out MONTHS before it was released for testing, but that does NOT mean YOU are entitled to one.

And again, yes it was wrong for Sprint to tell you to contact HTC. The warranty is through sprint. If You are having trouble, call the 800 number, and ask for Account Services. They will work with you. But, if your phone is 30 days old or more, technically they dont have to give you a new replacement, because the phone you have ISNT new.

 

[ghodzilla5150]

Who said I was yelling at the Customer Service rep. If you can read I said I spoke with them in a calm and professional manner. I don't normally raise my voice with tech support reps unless they are not listening and paying attention to what I am saying and just reading their scripts. I did not raise my voice once while taking with Sprint today. Don't assume (you know what happens when you do). When I went to the Sprint store yesterday they said they had No EVO's in stock and could not order me a new unit and to contact HTC because it's a hardware issue.

You saying the phone is not new is ridiculous. Follow what I am saying, I bought a phone that was DEFECTIVE, it has screen separation issues. If HTC/Sprint actually Quality Tested these phones like they are supposed to, I would NOT have dust under my screen and light leakage. I PAID for a NEW phone with NO Defective Issues. Instead I PAID for a phone with defective issues. I would like a new phone with no screen separation issues, is that so much to ask for since I am SPENDING my money on said device.

 

[laredo7mm]

...I don't understand why people are willing to take a refurbished phone , WHEN WE BOUGHT THEM NEW...

Because those are the terms and conditions you agreed to when buying insurance and the phone. Everything is stated clearly if you spent the time to read it.

 

[ghodzilla5150]

Well maybe you don't mind Grabbing your ankles in front of big business, I do. If they send me a refurbished unit I am sending it right back until I get a brand new unit. I refuse to accept a phone that has had previous issues. All they are doing is passing along that phones issues onto me and the cycle continues.

 

[laredo7mm]

Well maybe you don't mind Grabbing your ankles in front of big business, I do. If they send me a refurbished unit I am sending it right back until I get a brand new unit. I refuse to accept a phone that has had previous issues. All they are doing is passing along that phones issues onto me and the cycle continues.

Do what you feel is right. But you are wrong and not abiding by the contract you signed.

 

[dan330]

maybe you will be lucky and get a new one.. but..

i think you will not be happy with sprint or htc...

my advice is to find a provider and manufacture that will have it in the contract.. that they will always send you a new replacement. stick to your guns....

good job... good luck... good bye

 

[ghodzilla5150]

Well when I bought the phone I did not expect there to be issues two weeks after purchase (light leakage) and dust under screen not but 2 months later. I guess this is alright with you and you just say that it's Ok to get bent over and take a phone that already has had issue(s). This is a vicious cycle that will keep going until you stand up for yourself. I for one stand up for myself and won't get bullied into taking a POS refurbished phone.

 

[laredo7mm]

Well when I bought the phone I did not expect there to be issues two weeks after purchase (light leakage) and dust under screen not but 2 months later. I guess this is alright with you and you just say that it's Ok to get bent over and take a phone that already has had issue(s). This is a vicious cycle that will keep going until you stand up for yourself. I for one stand up for myself and won't get bullied into taking a POS refurbished phone.

Hypothetically, if Sprint/HTC could fix your phone in a timely manner (what ever that means to you), would you then be happy? And wouldn't your repaired phone technically be considered refurbished?

If you where to sell your phone on eBay, before you noticed the dust under your screen, how would you have listed it? As new or used?

With your current logic, if I find a manufacturer's defect on day 364, then Sprint/HTC should send me a new phone, since I originally bought my phone new, regardless of the fact that I have been using it for almost a year.

 

[ghodzilla5150]

I have been with Sprint for 12 years (even thru the lean years). I truly enjoy the EVO as it is the Best phone I have ever had. My issue is getting a refurb'd phone when I did not initially pay for a refurb'd phone. I don't like that practice. Where I work I am in charge of IT which also consists of cell phones. We have a contract with AT&T and use BB's. I have had to send back many a BB because of various reasons. We get refurb's in exchange. Guess what, I am sending back the refurb rather quickly because of some issue. It's a never ending cycle. This is a big waste of my time.

 

[broken1i]

If your phone is not new then why should you receive a new phone?

 

[ghodzilla5150]

Hypothetically, if Sprint/HTC could fix your phone in a timely manner (what ever that means to you), would you then be happy? And wouldn't your repaired phone technically be considered refurbished?

If you where to sell your phone on eBay, before you noticed the dust under your screen, how would you have listed it? As new or used?

With your current logic, if I find a manufacturer's defect on day 364, then Sprint/HTC should send me a new phone, since I originally bought my phone new, regardless of the fact that I have been using it for almost a year.

Yes a timely manner would be fine IF I had a replacement phone in the meantime that does what the EVO does. I NEED to be able to check e-mails on the go (this is a must). This is my main phone and any downtime hurts me severely. If I had a replacement EVO or Epic then they could take as long as they wanted to with fixing the phone, since this is not an option then HTC having my phone for 2-4 weeks is unacceptable. My phone would be refurb'd BUT it's MY PHONE the unit I PAID for not someone else's POS phone. I know how I take care of my phone, I don't know how the refurb'd was taken care of.

I have never sold anything on e-bay and don't plan on it in the future. So that is a moot point.

Finding an issue 1 year later as compared to 2 weeks to 2 months later is a big difference. I had light leakage within 2 weeks. I don't know how long the dust has been there since I just saw it this weekend. But since I have had light leakage (screen separation) since mid June I am going under the assumption that the dust has probably been there for at least a month.

Like I said, maybe you don't mind being Bent Over and told what you are entitled to as the consumer but I am not that way and don't appreciate it when a company dictates what is fair and what isn't. I thought I bought a new Non defective unit but this is not the case. For the most part I bought a lemon from the get go.