Ok so my Titan decided to die today, No warning whatsoever, The screen would not light up and the battery drained rapidly heating up the rear casing to a dangerous level, Not a happy puppy, Due for collection on Weds to be repaired at HTC Huntington, The thing is I do not have proof of purchase as it was bought on ebay and the IMEI codes on the device and box do not match, HTC phoned just now querying the IMEI that I gave saying it was not a valid one for the Titan, Am beginning to wonder if they will now say it is beyond repair or that I will have to foot the repair bill due to no proof of purchase etc, Oh well back to my trusty HD2 for now, So long Titan, It's been emotional........
If you want a new phone you should go to a operator, you pay 20 € more but then you have even a warranty for this .
If my Titan gets stolen within 1 year, I get a new one for free ^^
I am sorry for you and your old titan I pray that it will be fun in the mobile heaven and that it
rings very happily with the other phones there.
It is in a better place now.
Thanks, Yes normally I would go for an upgrade through O2 but am not due until march next year, Not so good having a 24 month contract, The contract phone I did have was a HD7 which I sold to a family member, But I did hate it as it was pre Mango, Hopefully I will get either this one repaired or no doubt buy another but this time make sure its brand new, In the words of Arnie "I'll be back"
Just a question ?
If you got this off ebay did you contact the seller about imei number issue ''IMEI that I gave saying it was not a valid one'' if there is something wrong then you can try for a paypal resolution if the seller cant give you a good reason for this wrong imei number. Worth thinking about ?
Mark
Thanks, I did find out from the seller that the phone had already been a replacement for his original Titan, Makes me wonder if it was a repaired/returned handset,Was meant to be the replacement I received, Its too late now to go for pay pal claim as I bought it early Jan and that normally takes a while to get refund etc, It is currently at HTC repair centre and hopefully being sorted, I haven't heard anymore from them and fingers crossed all will be fine, Using a HD7 currently and the screen seems so small lol
Got my Titan back today, Not bad going seeing as it was picked up last Wednesday 29th, Looking at the repair sheet they basically replaced : FRU-SUB ASSY,SONY,Black,LCM+Touch Window, Generic,L Sponge,P-Sensor,Poron,ETY PCBA-MAIN BOARD with SKU_ID,band 1,5,8,Regional_ID.......? lol and I now have a new IMEI number , In other words they replaced the lot, Happy that I now have it back, Lets hope this one stands the test of time, Thanks for comments and advice.
Good stuff
Happy for you
Mine is currently in Hong Kong because of the update issue. And I'm from the Philippines. Shipping costed a lot. OS just won't update and getting different errors. It was basically brand new. In fairness htc customer service is very good. Someone from Hong Kong called me yesterday and asked what the issue was. Also htc Philippines keeps on calling me for updates Hope they get it fixed or just give me a new one.
Edit: My phone is still stuck in HK. They won't send it back unless I send them the shipping cost. It's in freakin' HKD. How the hell am I going to send them the money? I mean I have the money, just don't know how. Why the hell couldn't they just send the damn phone to any of their retail stores here in the philippines and I'll give them the money. I'm so tired of going back and forth with them I might just give up. They can have the ****in' phone and I'll just start a hate campaign against them. Ironic since I have been a supproter ever since and I have actually convinced a lot in my office to use HTC phones. Really pissed off! Is there someone like Steve Jobs in HTC? Heard he did things for Apple customers out of the ordinary. No wonder they have such loyal fans.
Must admit on both occasions I have had to send HD2 and Titan back I have been very pleased with the repair service and comms and how quickly they dealt with the problems, No doubt thats not the case for everyone, I guess I have been lucky, best of luck and hope you soon get your Titan sorted soon.
Related
Hi all..I recently bought an XDA from an O2 outlet here in Ireland which I subsequently sent back due to speaker problems. Having waited two days for my replacement XDA, (in the interim I was given a Nokia 5110 as a substitute phone, I'm sure they got it out of a musuem..) I finally picked it up yesterday. The retailer told me it was a brand new phone and that it had come out of a sealed box. When I picked up the phone I noticed marks on the top of the aerial consistent with a fall or even with someone nibbling on it! I pointed this out to the retailer and was assured again that the phone was brand new. Giving the benefit of the doubt I brought the phone home, hooked it up to the PC and went to adjust the memory allocation as I was gonna transfer a large number of mp3s to it. Now the XDA I originally bought had 64MB RAM, the unit I was given as its replacement had 32MB RAM - so much for it being a brand new phone! Also the battery took less than 2 hours to fully charge - on my original XDA the initial charge took approx 4 hours with subsequent recharges taking about 2 hours, the same length of time my supposedly "new" XDA took to fully charge on what should have been it's initial charge.
At this point something a friend said with regard to technology popped into my head, call it paranoia but he is fully convinced that Ireland receives the rejects, previously repaired, or just downright faulty items of technology where they are pawned off as being brand new. My experience with this XDA seems to bear it out. I rang the O2 retailer back and informed them that the phone I received was not new and when I explained my reasons why, I was told that the phone was probably a new one alright but that it had just been sitting in its box in a shop and not sold, hence the 32MB rather than 64MB version I was given. It didn't explain the marks around the aerial or why the initial charge took only as long as a phone that's been in use before to charge.
Am I being paranoid here or are companies chancing their arm by sending units that are technically second hand to Ireland (or other countries for that matter) for resale as new units? Does anyone else have a similiar experience, not necessarily with the XDA but with other top of the range (and expensive!) products, technological or otherwise?
Personally I'd take it back and tell them where to stick it....
Even if it is brand new... you bought a 64mb XDA...
It does sound rather fishy though... I think you've got enough reason to be 'paranoid'.
ask them how a brand new XDA can have only 32mb of RAM... I doubt they'll be able to give you that answer...
I've heard on various occasions companies such as dixons selling 'brand new' hardware (computers in one instance) where the customer brought it home to find the previous owners information including credit card number and other sensitive stuff...
Its not necessarily O2 that are screwing you over... it could be their manager or area manager that’s trying to cut a little from their budget...
either way that phone certainly doesn't sound 'brand' new.... probably someone’s reject that took it back last year.
Ian.
Hello from Ireland
I had the exact same thing from O2 as well, you might have my old phone, I bought a 32mb one but the screen was scatched so they excahnged it again for another crap one, so I rang O2 UK and told them my worries and I got one sent fromt he UK, perfect and no worries at all. Its cheaper in the UK aswell. You are legally entitled to a full refund if it does not meet the standards you expected and was told about "not fit for the purpose it was sold" is the lawyers talk!! I spoke to a mate who works for O2 in Limerick (head office) and told me that they do actually refurb the phones. for returns etc. so I would demand a brand new one with 64mb and threaten them with vodafone or metior that will scare them!!
Gary
--------------------------------
[email protected]
xda
hi
you need to kick up a fuss e-mail trading, or. or europe and every one you can think of this is disgracefull dont take there c***
Just to update you on my phone situation...having been told that my replacement XDA was a new unit I tried a few things to prove/disprove this...I backed up my calendar and contact info using Permanent Save and when I hit OK it backed up my info but it also restored the previously stored info on the phone, which, if as alleged, this phone was new then there should have been no such info already on the phone. Not to my surprise when I went into my contacts there were names and numbers that I did not recognise. I even have the home number of the individual who previously owned my phone! So what I'm wondering now is what to do next, who can I complain to and what will O2 do to compensate me for their mistake?
Also the retailer from whom I bought the phone left a voice message saying they have a brand new 64MB XDA waiting for me instore. It will be interesting to see if in fact the phone is brand new and not a refurb as Gary says is the norm for O2. Cheers for your tale Gary, I was contemplating getting a refund but I love my XDA and hopefully I'll have no problems with this next unit. Will keep you posted.
Hi
Just to let you know the 32Mb model was released early, and was replaced by the 64mb model. There was an offer for o2 staff, including family and friends to purchase the 32mb xda for 99 pounds ( i did !)
I also recall that the o2 shops had a limited supply of 32mb xda (advertised as reconditioned) which they were selling for 99 pounds.
You may have got one of these phones. It may have been a genuine mistake from the store. However, they cannot give you a 32mb model in exchange for a 64mb model.
nice to see your retailer is offering you a 64mb one...
what happened?
cheers,
Ian.
After talking to TOSHIBA toady and after communicating with them through emails
for more than a week this is the answer I got from them all:
"but unfortunately we cannot provide spare parts outside our repair center"
let me explain what is so "unfortunate" in a global company that does not sell parts for its devices:
I need to send the device to the place I bought it (UK) in an insured express mail AND I am also paying on the back delivery
I will take a day off to pass in the tax office lines in order to fill the papers so they will not to stop my device and ask for taxes of it again.
It is also very "unfortunate" that if the defect will not be covered by warranty Toshiba will get some extra money from my pocket and not any other lab in the world which is not owned by the company =)
Think about a world where you bought a car that were manufactured in japan and you need to send the car!! to japan!!! for a lamp =)
because the company is as just as greedy as Toshiba and they
"cannot provide spare parts outside our repair center"
by the way...If you wanna know I called my garage today to ask them if I want to buy a part from them if this is a problem...not a lamp...an entire gear box!! they said no problem and gave me the price.
I own a laptop...Called the company and told them I need some spare parts...my computer is 1 month old and they gave me the prices but mentioned this may harm my warranty...
So other companies would sell me even a hammer to smash my device if I want it as long as I understand that this harms/cancels my warranty
But not Toshiba.
they will make sure I will fix it under their roof so my 1$ will go to them and not to any other person in the world.
I just needed the micro usb female...
we have enough HTC labs that can do it here in Israel
but just because Toshiba needs my 1$
(yes yes!!! this is how much the part costs for devices like HTC HD2 or HTC DESIRE you can even get it in 5/20 packs on ebay just like any other part you want for an HTC device)
I need to pay 160$ (postage+the perfect day off in order to go and fill the forms)
So goes the global concept in Toshiba...and here comes their small greedy village =)
I am not sure I will fix my device...I think of just letting it rot in the drawer.
I feel sorry for the unlucky person to buy it from me here or in any other part of the world that Toshiba don't have a repair center for the TG01.
maybe I will try my luck on ebay.
Learn From my story...Ban Toshiba!!!
I think your problem is more Tax- related, than anything else. If you buy a device you should always make sure, that it will be fully supported in your country. There are meny devices without worldwide support, you have to live with that.
Not True
The tax related problem is solved by papers-you just list your device so they wont think you got a phone by mail (for this you need to pay taxes)
In many countries there are various Global companies that don't give direct service
But there are always others who can give you the service...
Lets say that you buy a Ferrari(lucky you =)
but then something happens and a part in your car is broken...
So...Now you are going to send your car to the closest Ferrari garage in..
MMm Italy right?....
nice trip for a car...Its much better than the company to send you the part if it can easily be replaced in any other garage near your house or by yourself? NOT!
Give me the name of your state and I will give you countless names of various Companies that does not have a direct link to a repair center near your house yet you can easily repair their products in other labs and order parts online.
This is actually the first time in my life I got into such a situation when a
company does not sell parts to its products!!!
This is a very greedy method...you are forced to repair what you buy only in 1 place!!! even if it is thousands of miles away from your home.
I have several labs in my city that fix HTC,Apple,Samsung and so on...with original and non-original parts for your choice...so why does Toshiba need to be different???
Man I hope Toshiba wont move the repair center in your town.
if you did not get it this is the only place you can get your TG01 repaired
It is most unlikely that Toshiba actually fabricate the uUSB female connector themselves; likely an identical or very close match could be obtained via one of the many electronic parts suppliers and could then be fitted by yourself or a friendly local workshop.
One source I am aware of is Farnell in the UK. [URL="http://uk.farnell.com/jsp/search/browse.jsp?N=500006+1002290+5255151+232999+574277&Ntk=gensearch_001&Ntt=micro+usb&Ntx=mode+matchallpartial&No=0&getResults=true&appliedparametrics=true&locale=en_UK&catalogId=&prevNValues=500006+1002290&filtersHidden=false&appliedHidden=false&originalQueryURL=%2Fjsp%2Fsearch%2Fbrowse.jsp%3FN%3D500006%2B1002290%26Ntk%3Dgensearch_001%26Ntt%3Dmicro%2Busb%26Ntx%3Dmode%2Bmatchallpartial%26No%3D0%26getResults%3Dtrue%26appliedparametrics%3Dtrue%26locale%3Den_UK%26catalogId%3D%26prevNValues%3D500006%2B1002290"]This page [/URL]lists all the varaiations of Type AB uUSB Receptacles for surface mount - bottom, top and mid.
The biggest challenge is to be able to remove the original and resolder a new item working at surface mount scale with hand tools rather than as part of the manufactire process using flow soldering.
Anyway, best of luck and I hope you are able to resolve.
I took the phone to 3 big labs already for an opinion.
we were digging all over the net in order to find the part that might fit.
they even did a few phone call to their suppliers for me.
I am sorry to say that none of the ones That are sold out there on the net
can fit to the spot that Toshiba created on the TG01
So you should not build on that that you can get a match.
As hilarious as it might sound this part can be replaced only
on their repair centers and not on any other place on earth...
how is that for an option?
I am starting to believe that even Apple is not as evil as Toshiba =P
I had the same problem, phone worked fine but would not charge up or connect to my computer through the USB. I talked to Toshiba UK and they told me to send it to Regenersis in Scotland. They did not even bother trying to repair it they just sent me a brand new phone free of charge, the new phone was sim locked but my original was unlocked. I contacted Toshiba again by email and 1 hour later they emailed me an unlock code. They also sent me a new back and SD card free of charge, I bought the phone second hand off Ebay !!!!!
I do not think many companies warrant their products for the second user but Toshiba do. Why not just send them your phone and get a new one....
Agreed, the process with Regenersis works well.
First I don't know how much you pay for an express delivery from your town to Scotland.
I do know that the Delivery from Israel to the Toshiba repair center in England and back will cost me around 70-80$ (insured)
ant again I will need to go to the tax office and fill the forms so they wont think I bought a new phone when I get it back...so I loose a few hours from my day and have some "fun" in the tax office lines =)
I have sent my phone to a Toshiba repair centerr in Romania with my Dad so it will be fixed soon...
My problem is not about if they will or will not replace/fix it for me =)
If I could buy the part I could fix it in a lab here for 30-40$ and get it back after 1 hour.
But Toshiba wants to fix it themselves...So the cost of the shipping+half a day off will cost me around 120$
Plus I will have to be 1 week at-least without my TG01
That's the price I need to pay because Toshiba thinks it will be nice to take also all the money from fixing straight into their pocket.
Because one day friends your warranty will be finished or you will crack the screen or break the housing...and then you will go/send by mail to the only place where you can get your device fixed.
even if you can do it yourselves in 1 minute or know that it costs 30$ to fix in a lab that is right under your house.
you will need to send it to Scotland or England or maybe one day to japan =) why not? maybe they will decide to close some Toshiba centers
and you will pay as much as Toshiba will decide you need to pay because if you did not get it you do not have any choice =P
Toshiba TG01 parts are not sold anywhere.
there is the definition for it folks:
http://en.wikipedia.org/wiki/Monopoly
and for this I strongly object.
that's why I will sell my 2 TG01(bought 1 for my brother also ) and buy others.
that its company doesn't hold me in a leash on where do I want to fix my device.
It cost me £5.50 to return the phone to Scotland and this included £500 insurance cover. There are rarely spare parts or broken phones on Ebay at the moment because they are all under warranty. After the 2 years is up parts and broken phones will start to appear on Ebay, so if you want to keep your phone alive it will be easy. I realise your personal circumstances mean the cost to return the phone is a bit high but you did buy the phone in the UK (presumably locked to Orange) so it is reasonable for the company to want to repair the phone in the country of purchase. Perhaps you should buy future phones in Israel, then you will not have this problem....
my TG01 has a broken touchscreen, which I would like to fix. Toshiba support told me to send it to a repair center in northern scotland for refund.
Shipping from Germany would be almost 15€ and I don´t know how much further the repair would cost...
Replacememt parts are almost none available; I am looking for days... The only few things I found are very expensive and not even new.
It´s really disappointing.
unfortunately the material is not very robust. The screen gets scratched very easily, the thin back cover deforms and on all TG01 I saw the usb-cover was damaged by fingernails.
http://forum.xda-developers.com/showthread.php?t=803711
If you need photos of the screen I'll post them
So i bought my GS2 on the day it released for at&T aka oct 2nd. Anyways after that , me the clumsy person i am lost the phone a week or so later... and then using insurance got another phone a day or 2 later.. my question is that will the return policy work with the phone that i received so that i can try and get the LTE version aka skyrocket GS2 ( not sure if i really want it but still thinking).. thanks
Usually not, since your replacement phone has a different serial number. Also, if you bought it on the 2nd, your 30 days are up.
yeah it goes by the original purchase date not the replacement date
If you purchased the phone at a corporate store, maybe the manager would make an exception for you... if you can sweet talk them... however, I wouldn't hold my breath..
Also, as far as S/N, you have a fifty-fifty chance that they will even crack open the back cover and compare the S/N... My first SGSII had a bad screen and I walked in and exchanged it... They didn't even look in the box to see if it was in it... They just processed the exchange and handed me a new one...
All that said, I would recommend not being a d-bag by trying to defraud them. It just isn't right. If you are seriously interested in the new phone, just clearly let them know, including the fact that your phone was a replacement under the insurance. Maybe they will say "sure"... But be prepared to for them to say "no". Atleast give them an opportunity to surprise you.
Good luck,
Don
First of all, if this is against the rules, I apologize. I just want to share an amazing experience I had with HTC with my Titan. Please close if this is not allowed.
As some of you know, there are faulty Titans in which it doesn't update through Zune or at all. Mine was one. Bought it brand new here in the Philippines. Decided to have it fixed and since the model is not released here in my country, htc phils said it had to be shipped to HK global service center. Paid for the shipping and the rest is history(read below).
I sent this to Peter Chou. Found an email address online. I decided to shoot for the moon because I was so pissed.
START
Bought an HTC Titan. I'm here n the Philippines. When Zune told me an update was available, went ahead and updated. There were error codes flyin all over and the damn thing won't update. Tried everything I could to no avail. Researched on the net and found out there's a batch of htc Titans that have the same problem. Since not locally released here in the Philippines, they said I had to send it to global service center. Mind you I bought the phone for Php30,000. That's a lot of money here. I paid another Php1,500 to send it to HK. Now some Ata Lau said he was able to fix it, but I need to send HKD249.10 for HTC to ship it back. Now comes the problem. HSBC said I had to have a HKD account with them, and to open an account, the minimum was 100,000. Do you get where I'm going with this, HTC??? I've walked all over Makati yesterday, changed Php2250 to HKD300, then banks all over said I had to have an HKD account. I was willing to forgive you for the factory deffect. Was willing to pay for shipping one way, and you couldn't send the phone back unless I pay for it? C'mon! you are a multibillion company and you couldn't even pay for HKD249.10? First of all, your product was deffective. If it was mishandled by me, I would understand. But it was practically brand new. You can check the receipt I included it in the box when I sent it to your HK service center. Even if it was a risk buying a unit not locally released, as a consumer/customer, I trusted you guys, HTC, to provide the best products. I've used HTC units for almost forever. I know you manufactured for Dopod, Orange, O2, Qtek and whoever before you decided to sell on your own. I have been a staunch ally and in a way I have been helping market your product here in the Philippines. In my workplace, my friends, family, I have all convinced them to switch to HTC. I know this is all voluntary, still I hope this counts for something. I even dream of working for htc. But after this hell, I think I'll just give up. You can have the damn phone. Thinking of starting a hate campaign against your company. Is there a Steve Jobs in HTC? I heard he did stuff for Apple customers personally. No wonder they have such loyal customers. If Peter Chou read this, would he do the same? I hope so. I wish I could talk to him and recommend some improvements on the company I used to love. If I was an executive of HTC, I would read some of the mails your customers send. I know you would be paid too much just to read mails, but it would mean so much to the community if you did. It shows its not all about business, revenues, profits, its also taking care of your customers. I am a supervisor for a BPO company, and that is what we look for in a person. I hope you do the same.
END
Below is an email I sent to Peter Chou, CEO of HTC. I don't even know if he read the mail personally, but anyway, I sent this email last Saturday. I was really pissed after going back and forth between HSBC Ayala and BPI Buendia last March 9. Mind you I was just walking. Then had to go to a Money changer in Makati Ave so I can have HKD300 for the shipping. Found out I had to have a HKD account before I can send the money. it cost me Php2250 but then I had to had it changed to Php again, which only got me Php1550 inreturn. I might really be stupid, but I have no experience at all of sending foreign currency. htc Hong Kong just gave me their HSBC bank then told me to send HKD249.10. The next day I decided, they could have the phone, I give up. Then again decided to send this email. By Monday morning I got a call from an international #. When I answered a lady named Wendy said they got my letter for Peter Chou. I was like whaaaaaaattttt???? She was apologizing for the experience I had and even thanked me for speaking up and giving them the chance to improve on their service. She even explained that they would love to release the htc Titan here in the Philippines but right now there are still some things they are considering. Then She said she was able to talk to the tech from HK to confirm my phone was already fixed. She said they would forgo SOP and they will pay for the shipping and will return my phone and that I just need to wait 3 - 5 business days. I was kinda skeptic at first. 5 mins after I put the phone down, a rep from htc Phils(Angelo) whom I have always been in contact with since this ordeal called and said asked If I was able to talk to Wendy. Then I asked him who she was. He said she was a Manager for South East Asia. Then I explaind to him that because I was very pissed at them, I sent a letter to their CEO. And I asked, was it possible that they got my letter? He laughed and said maybe they did. Later at night, Angelo called again and gave me a Fedex tracking number. I was like, wow! Still I was thinking, I'll believe it when I get the phone. At around 9:45am yesterday, my Titan was with me. Ten mins after, I got a call from Wendy again. She said she just wanted to make sure that I got the phone and that it was fixed. I told her it was working but I have to wait for the next update to know if the problem was really fixed. I told her how much I appreciated this. She was saying "no we should apologize and thank you for the letter and support again" and that if ever I had problems with the phone, that I contact htc Phils, and in case they can't help me, she said to look for her.
Now, I don't know if this is an isolated case, but I was really amazed by this. Until now I can't believe this happened. How can a company as big as HTC care about one persons' problem? I hope they don't get flooded with requests and all if people read this, but to myself, I keep thinking this was one of the best phone calls I ever got in my life. This could be shallow because it was just a phone, still I appreciated it so much. I waited so long for someone to sell Titan here in the Philippines, then when I was finally able to buy one, it won't update. hehehe...anyway, I just wanted to share my experience to the community. I'm trying to share this to all other sites.
Hi, good one! My team handles customer complaints sent to the CEO here at Orange, and we would treat yours the very same way. Customer is king.
Prerna said:
Hi, good one! My team handles customer complaints sent to the CEO here at Orange, and we would treat yours the very same way. Customer is king.
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Click to collapse
Don't take it personally, but I don't agree with Orange's policy of customer is king. My thread for how Orange made me suffer (via CEO office) is flying somewhere on XDA! - I had to quit Orange and even went to small claims courts!
drupad2drupad said:
Don't take it personally, but I don't agree with Orange's policy of customer is king. My thread for how Orange made me suffer (via CEO office) is flying somewhere on XDA! - I had to quit Orange and even went to small claims courts!
Click to expand...
Click to collapse
I guess this topic should be moved to the "General topics" section.
Sorry to hear about your story. Although I couldn't say there aren't sometimes cases where no agreement can be found, these are very limited in numbers, and we usually are "large" in our negotiations. I guess your cases relates to Orange UK? Did you consider contacting the local Ombudsman, which can deliver a neutral position on your case? That's what some of our customers do when they find no solution with our services.
Back to enyaj's experience and the email he sent to P. Chou, it is quite evident something had to be done in order to have his phone shipped quickly and at no cost. Still, evident things can be sometimes are to obtain, and an email to the CEO often helps a lot!
nice to hear such stories with happy endings also it is hard to believe that HTC CEO reads emails of their customers.
MaruFas said:
nice to hear such stories with happy endings also it is hard to believe that HTC CEO reads emails of their customers.
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Click to collapse
That is why I said "really?" to Wendy when she said they received my letter to Peter Chou. hehehe...
MaruFas said:
nice to hear such stories with happy endings also it is hard to believe that HTC CEO reads emails of their customers.
Click to expand...
Click to collapse
it's most probable that his personal assistant read it and forwarded it to Wendy.
Prerna said:
it's most probable that his personal assistant read it and forwarded it to Wendy.
Click to expand...
Click to collapse
Yeah I believe this is what happened. Still, they answered it so I'm happy. hehehe..
This is my third HTC phone. My first was a Google Nexus One, second was the One X, and then this beauty the HTC One Developer edition. Unfortunately my problems started a couple of months after I bought the phone.
The earpiece speaker stopped working. If I wanted to hear anybody, then I had to switch it to speakerphone. Inconvenient most of the time. I called customer service to see if techsupport would have any suggestions. That was futile. Reset was all that they could suggest, which had been done days earlier. I messed around with it for a few weeks trying to see if I could resolve the problem via software/firmware. I didn't want to send it in; I was going to be without a good smartphone as my One X was in pieces waiting for a new screen. I finally broke down and mailed it back.
They received it on a Monday, but didn't start work on it until Thursday. I got that phone back just over two weeks after I had sent it in. I wasn't impressed so far, but was happy to have my phone back. In the middle of my second call, the earpiece speaker stopped working again. I called customer support and suggested that I would like to have my phone replaced this time. Outright refusal. Had to be sent in for service again. I sent it in almost right away this time. After a week had gone by with no update, I called customer support to see what the
status was. Waiting for parts. I asked how long that might take. No answer for me. At this point I am already pissed with HTC customer disservice. Another 5 days go by, and I call again.
Phone is repaired, just has to go through testing, should be shipping out tomorrow (Thursday). Tomorrow comes and goes, but now it shows up on the tracking website. A good sign, thinks I. Unfortunately the tracking number shows zipcode required. I call customer service again (number is now programmed in my speed dial) and they explain that they need to check my address. Everything is the same as it was when I bought my phone, and when it was sent in the last time for service. They promise that it will ship that day (Friday - two weeks after I sent it in). Monday comes and goes with no tracking number. Call customer service again. They have to check with the repair facility that it was shipped, and they assure me that it was. Hang up. One hour later I get my tracking number. Phone is going out 4 days after they said it had shipped.
I can tolerate a lot in customer service, but I will not tolerate being lied to. HTC has lost my business permanently. And not just mine. Just weaning my wife off of a blackberry.Two months ago I would have recommended the One. Now, probably the Nexus 5 or else the MotoX. And anybody who asks for information on what phone to buy will be told in no uncertain terms what my opinion of the company is. No surprise that they are in the financial situation that they are. I am sending the same letter to the president but I don't expect it to resolve anything. Just wanted to rant a bit, and make sure that the information is out there.
HTC customer service is awful
Yes, I agree with you. Personally, I think the phone is fantastic, but I will not buy HTC again just for their customer service. My phone screen cracked when I had the phone in my pocket... it was my fault, you should never have a phone in your pocket I sent the phone for repair, knowing that I was going to need to pay them to fix it. When I got the quote, the said that they needed to change the board and the case, since my phone was rooted what does that have anything to do with the cracked screen? The total repair was $300. I decided to pay to get it replace by my insurance $200 and get the warranty from the insurance company.
Good Customer Service
My HTC One At&t has a dead pixel in the screen... i just went to AT&T device support and they have tested the phone and gave me a new phone with in 30 min.. Geez i haven't faced such a hassles....
jurassicjockey said:
This is my third HTC phone. My first was a Google Nexus One, second was the One X, and then this beauty the HTC One Developer edition. Unfortunately my problems started a couple of months after I bought the phone.
The earpiece speaker stopped working. If I wanted to hear anybody, then I had to switch it to speakerphone. Inconvenient most of the time. I called customer service to see if techsupport would have any suggestions. That was futile. Reset was all that they could suggest, which had been done days earlier. I messed around with it for a few weeks trying to see if I could resolve the problem via software/firmware. I didn't want to send it in; I was going to be without a good smartphone as my One X was in pieces waiting for a new screen. I finally broke down and mailed it back.
They received it on a Monday, but didn't start work on it until Thursday. I got that phone back just over two weeks after I had sent it in. I wasn't impressed so far, but was happy to have my phone back. In the middle of my second call, the earpiece speaker stopped working again. I called customer support and suggested that I would like to have my phone replaced this time. Outright refusal. Had to be sent in for service again. I sent it in almost right away this time. After a week had gone by with no update, I called customer support to see what the
status was. Waiting for parts. I asked how long that might take. No answer for me. At this point I am already pissed with HTC customer disservice. Another 5 days go by, and I call again.
Phone is repaired, just has to go through testing, should be shipping out tomorrow (Thursday). Tomorrow comes and goes, but now it shows up on the tracking website. A good sign, thinks I. Unfortunately the tracking number shows zipcode required. I call customer service again (number is now programmed in my speed dial) and they explain that they need to check my address. Everything is the same as it was when I bought my phone, and when it was sent in the last time for service. They promise that it will ship that day (Friday - two weeks after I sent it in). Monday comes and goes with no tracking number. Call customer service again. They have to check with the repair facility that it was shipped, and they assure me that it was. Hang up. One hour later I get my tracking number. Phone is going out 4 days after they said it had shipped.
I can tolerate a lot in customer service, but I will not tolerate being lied to. HTC has lost my business permanently. And not just mine. Just weaning my wife off of a blackberry.Two months ago I would have recommended the One. Now, probably the Nexus 5 or else the MotoX. And anybody who asks for information on what phone to buy will be told in no uncertain terms what my opinion of the company is. No surprise that they are in the financial situation that they are. I am sending the same letter to the president but I don't expect it to resolve anything. Just wanted to rant a bit, and make sure that the information is out there.
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In this day and age customer service is what makes or breaks a company. Its the truth. You are starting to see companies with great customer service excel. Amazon.com has GREAT service and they are destroying in online sales.
I think it's the HTC repair people that are the problem. At least you got your phone back. I hope they fixed it finally. It seems like HTC doesn't want to spend money to repair phones that are defective. You shouldn't have had to send it in twice.
Sent from my HTC One using xda app-developers app
I agree that it's the repair facility that is the problem. My camera took a dump on my evo 4g lte. Sent it in. Took a month before anything. Was waiting for parts, then in testing, then nothing. I found the CEOs email address and emailed him. He read it I believe, sent it to his assistant, and 3 days later they sent me a new evo. Overnight shipping. Outside of the repair shop, they made good by me.
Sent from my HTC One using xda app-developers app
jagadeeps said:
My HTC One At&t has a dead pixel in the screen... i just went to AT&T device support and they have tested the phone and gave me a new phone with in 30 min.. Geez i haven't faced such a hassles....
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Exactly.. ATT Device support centers (totally different from their retail stores) is the way to go ANYtime.. Took my phone in due to purple camera after I first received it. Swapped it out for a new, properly functioning, one and I was out of the store in 30mins.best experience ever.. Stay away from htc service, if you have att it's truly uneccesary, except maybe in very extreme cases. I'm an HTC fan for life and will remain so.
I dare you to find customer service with ANY product this day and age that is a pleasurable experience..
*S¡gned
Well it just gets better. Phone came in this week while I was away for a few days. Finally got a chance to check it out today. Went to install CleanRom and noticed some weird issues with trying to load it. I got looking at the phone and realized that instead of my 64gb Dev phone that I purchased, they had returned a 32gb non-Dev phone. If only they were just inept...
mrrick said:
Exactly.. ATT Device support centers (totally different from their retail stores) is the way to go ANYtime.. Took my phone in due to purple camera after I first received it. Swapped it out for a new, properly functioning, one and I was out of the store in 30mins.best experience ever.. Stay away from htc service, if you have att it's truly uneccesary, except maybe in very extreme cases. I'm an HTC fan for life and will remain so.
I dare you to find customer service with ANY product this day and age that is a pleasurable experience..
*S¡gned
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I have found quite a bit actually. XO Skins has wonderful customer support, I told them I had a crease In my screen protector and they sent me a whole new kit the same day free of charge.
Everybodies experience is always different. Ive sent my htc one x back twice to htc both times underwarranty and it was always fixed the same week I sent it and recieved it back both times the following week after I sent it. Phone was fully refurbished with a new case speaks and stickers both times and my bootloader was relocked and s-off. Best customer service I ever had. Definantly recommend htc to everyone I meet.
ImagioX1 said:
Everybodies experience is always different. Ive sent my htc one x back twice to htc both times underwarranty and it was always fixed the same week I sent it and recieved it back both times the following week after I sent it. Phone was fully refurbished with a new case speaks and stickers both times and my bootloader was relocked and s-off. Best customer service I ever had. Definantly recommend htc to everyone I meet.
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I wish that I could say the same. 3 days after having this escalated, I still have yet to hear from HTC what they are going to do about my phone. ON hold with them again. I've probably spent about 10 hours on the phone with them in the last 7-8 weeks as I try and get the functioning phone that I paid for.
jurassicjockey said:
I wish that I could say the same. 3 days after having this escalated, I still have yet to hear from HTC what they are going to do about my phone. ON hold with them again. I've probably spent about 10 hours on the phone with them in the last 7-8 weeks as I try and get the functioning phone that I paid for.
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Certain customer service centers may be worse than others. I think both times I sent my phone out it went to some place in Texas.
Sent from my HTC One using Xparent Red Tapatalk 2
What you all have to understand is that HTC support is actually a subcontractor that is contracted out to not only support HTC but other brands as well and they are region specific. When you call HTC they give you an address to ship the phone to that is simply an HTC certified repair facility. Unfortunately HTC has no control over that facility unless they receive many complaints. Then they can take away the service contract to that facility and move to another. Here in the Dallas area it was Celestica for a long time that did work for AT&T as well as RIM. They have since outsourced to Mexico and closed. I don't know who does most of the contract work now in this are. So if possible never deal with the manufacturer, instead deal with your provider and always buy the extended warranty which will cover damage that even you cause and will replace the phone for free, not repair it.
Just thought that I would post a followup. A fellow member here sent me a link with the email addresses of the upper execs of the company. I sent my first one to the head of US Operations, Jason Mackenzie. A week later after not hearing anything back, I sent one to Peter Chou. Within 24 hrs I received an email back from Mr Mackenzies office. In the meantime, I had hit a roadblock with escalations. Their computer showed that I had purchased a European model with 32 gb of ram, apparently the serial number was entered incorrectly. On the second repair they had replaced the mainboard, which resulted in my phone being returned to me the way that it was. Once Mr Mackenzie's office was involved, things started progressing, but it was still painfully slow. Received the proper phone on Friday. IF they are interested in survival, then their customer service needs to ratchet up several notches. I realize that every company makes mistakes, but the measure of customer service is how they rectify those mistakes. They failed several times in that department.
The good news is that I have a Nexus 5 on the way now.