My seven month old Desire recently went back to HTC for repair after becoming victim to the dreaded overheating/boot-looping late last year. It had deteriorated to the point where it was virtually unusable, so having given up hope of any sort of OTA software fix off it went.
HTC turned it around in less than a week, and to my delight the phone was quickly on its way back to me - presumably with a replacement motherboard. That is until the consignment went missing whilst in the 'care' of UPS, who after a couple of days more or less admitted that it was lost and unlikely ever to be found. A 'tracer request' was issued - a rather futile formality it would seem as it achieved naff all. After the seven working days it took for that to complete were up, claim paperwork was issued to HTC who duly started the replacement process last week.
The problems began when after repeated efforts to get a straight answer out of HTC - whose 'care team' operatives never return calls as promised - I still had no idea how long I should expect to wait for a replacement. A fourth call to them (which lasted over half an hour) finally yielded some answers, although the guy I spoke to clearly wasn't very well informed as I was put on hold twice for over five minutes while he went off to find answers to my really quite simple questions.
In short, once a claim is issued a replacement is normally sent out within five working days. So far so good I thought, reasonable enough I guess (having already waited weeks anyway). But then he said "The problem is our repair centre is waiting on parts. There's a shortage caused by the Chinese New Year." WTF?! So I asked what the repair centre has to do with my being sent a new phone. Apparently, they're building me one from scratch using new parts (yep, the parts that are in short supply). You can imagine my reaction. I asked why on Earth I wasn't just being sent a new one from stock
HTC turned it around in less than a week, and to my delight the phone was quickly on its way back to me - presumably with a replacement motherboard. That is until the consignment went missing whilst in the 'care' of UPS, who after a couple of days more or less admitted that it was lost and unlikely ever to be found. A 'tracer request' was issued - a rather futile formality it would seem as it achieved naff all. After the seven working days it took for that to complete were up, claim paperwork was issued to HTC who duly started the replacement process last week.
The problems began when after repeated efforts to get a straight answer out of HTC - whose 'care team' operatives never return calls as promised - I still had no idea how long I should expect to wait for a replacement. A fourth call to them (which lasted over half an hour) finally yielded some answers, although the guy I spoke to clearly wasn't very well informed as I was put on hold twice for over five minutes while he went off to find answers to my really quite simple questions.
In short, once a claim is issued a replacement is normally sent out within five working days. So far so good I thought, reasonable enough I guess (having already waited weeks anyway). But then he said "The problem is our repair centre is waiting on parts. There's a shortage caused by the Chinese New Year." WTF?! So I asked what the repair centre has to do with my being sent a new phone. Apparently, they're building me one from scratch using new parts (yep, the parts that are in short supply). You can imagine my reaction. I asked why on Earth I wasn't just being sent a new one from stock