Help So... I sent in my HTC Hero to HTC to be worked on...

[cyberweasel]

My HTC Hero was suffering from a tremendous build-up of dust in the bottom left corner of the screen (after being carried in a lint-free HP case for the entire duration of ownership) and the end button peeling off and catching on my thumb. So I decided to send it off to HTC to be fixed under warranty.

Well, after a week of them having it in their possession, I called them today to get an update on the RMA. They couldn't pull up any of my information and told me that'd get back to me in 24 to 72 business hours.

I'm a bit concerned. Anyone else have this kinda thing happen?Oh what have I done? I'll update as I find out more. Just curious if anything sounds familiar.

 

[DonB]

If it was still under warranty why didn't you bring it to a Sprint repair shop, you would of been in and out in an hour

My HTC Hero was suffering from a tremendous build-up of dust in the bottom left corner of the screen (after being carried in a lint-free HP case for the entire duration of ownership) and the end button peeling off and catching on my thumb. So I decided to send it off to HTC to be fixed under warranty.

Well, after a week of them having it in their possession, I called them today to get an update on the RMA. They couldn't pull up any of my information and told me that'd get back to me in 24 to 72 business hours.

I'm a bit concerned. Anyone else have this kinda thing happen?Oh what have I done? I'll update as I find out more. Just curious if anything sounds familiar.

 

[cyberweasel]

The three stores I went to said they can't fix that problem. I know some can, as I've seen on this forum, and I know some sent it in to be worked on.

Just wondering if there are other nightmares that's happened with HTC...

No word today. Granted it's been only 12 or so business hours. :-/

 

[alex51]

Dust under the screen is a well known issue with some Hero's & EVO's,so if the Sprint repair center can't/won't fix it then the only real choice is to send it in.The dust is a symptom,the real problem is it wasn't sealed properly at the factory which can lead to many other problems you don't want.HTC has had their share of quality control issues and has been well documented.IMO the only way to get a company to step up to their obligation is to do what you've done and demand they give you what you've pd.for.At the point where it cost them more to repair/replace the product then & only then will they improve quality.

 

[cyberweasel]

Well, my phone came in today. They fixed the screen and the button.

The experience was insane. HTC Customer Service could NEVER get me any answers or communication, but the repair facility took care of it and sent it back. I'd have liked better communication but the results are the main thing.

Took just a couple days more than two weeks from mailing it to getting it.

If any issues from the repairs come up I'll let you guys know.