My Amaze is having a touchscreen issue where my touches are not being registered near where the I, K, and M buttons in portrait orientation. Tried wiping and that's not helping so it looks like a hardware issue.
Do I take this into a T-Mobile store and exchange for a different phone or go through customer care or contact HTC directly?
Go through customer care instead its faster to get a phone n there is no charge or wait for them to repair anything u just get another phone
Sent from my HTC_Amaze_4G using XDA App
khaidottk said:
My Amaze is having a touchscreen issue where my touches are not being registered near where the I, K, and M buttons in portrait orientation. Tried wiping and that's not helping so it looks like a hardware issue.
Do I take this into a T-Mobile store and exchange for a different phone or go through customer care or contact HTC directly?
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Click to collapse
htc will tell you to contact tmobile, customer care will mail you a replacement.
if you're on the premium insurance plan thing, there is a $5 fee for warranty replacement. and it's next day shipping. If you're on regular warranty, they might charge you for shipping, i forget. sometimes they will look for a store to do an exchange for you.
Most stores don't have instore exchanges only certain markets do so just contact T-Mobile its the easiest if you don't have the insurance or extended warranty the charge is 20 with warranty for 3.99 or insurance and warranty for 7.99 its only 5 with overnight delivery
Sent from my HTC_Amaze_4G using XDA App
I have a stock Sprint Evo 4G LTE (hardware 003) that I got from Amazon Wireless on Sept 1st. Never dropped or got it wet.
A couple weeks ago the phone wouldn't turn on after going to sleep. I was able to reset it holding the Power button down and the problem went away.
Then it happened again.
Yesterday, it went bad. I can reset it if I hold power button long enough, but then after a while it just dies again. I pulled SD card and did factory reset and turned off Fast Boot and Battery Saver, all to no avail. If I set it to never go to sleep (Display options) and never turn off display when charging, I can use it - sometimes for an hour or two, sometimes for ten minutes, but inevitably the screen turns black. Often it happens when I plug it in charger, although sometimes it just charges. Basically, the phone is unusable.
I think it started happening after one of the updates from HTC.
So, can someone help me. I do not have TEP and I need to know what my options are.
It really looks to me like some OS glitch. Is there a known fix for that ? I found a lot of people with this issue but no mention of cause or fix.
If I have to get it repaired, should I send it to HTC or try Sprint repair center ? Any ideas of the HTC warranty repair center trustworthiness ? I would hate to send the phone to them, wait for a couple of weeks and get a runaround in the end.
If I go to Sprint, what should I expect ? As I understand the minimum repair charge is around $35.
Thanks !
Take it to Sprint. They likely will replace it. Maybe charge 35$. Be leery of HTC repair. I have read they have really been jerking the int'l one X customers around, since those customers aren't tied to a carrier and can't return to a carrier.
Sent from my EVO using xda premium
scottspa74 said:
Take it to Sprint. They likely will replace it. Maybe charge 35$. Be leery of HTC repair. I have read they have really been jerking the int'l one X customers around, since those customers aren't tied to a carrier and can't return to a carrier.
Sent from my EVO using xda premium
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Thanks. I will try that, I would rather pay $35 if the alternative is to be without a phone for two weeks. Is there any idea on what is causing the issue ?
Are you s-off?? Are you rooted?? What recovery are you running?? What all have you tried?? Have you tried running an ruu??
\Root-Hack_Mod*Always=LTE
Same here...
I'm having the same issue with my EVO LTE. I'd be curious to know if anyone has any idea what is happening. I've looked around online and it seems to have happened to a number of people.
I actually had to send my EVO back to HTC a couple months ago because I was getting pixel bleed on the screen. It took about a week and a half for them to fix and send it back. Unfortunately, it took another 3 weeks for them to register the ESN with Sprint, so I had to wait for that to actually be able to activate my phone. This was all accompanied by unbelievably bad customer service from Sprint in the interim. The only good that came out of it was that I eventually became so irate that they let me out of my contract.
So I'm leary of sending it back to HTC again. But I also don't feel I should have to pay Sprint to look at the phone and then replace it. Between the phone issues, the wimax and LTE that never came and the $10/month I paid to not have it, the awful 3G speeds, and the ditching of premier customers, I've pretty much reached the end of my rope with HTC and Sprint. And this is after being a loyal customer for 13 years.
Sorry for the rant, I can just empathize with your situation.
Bare with me on this question.
I've had an iPhone all of my life, so replacing them was entirely easy...
Now I have this phone and it worked for a long time, until recently when I noticed the speakers keep cracking. I don't use the speakers that much, I am only using headphones, but it is the sense that it is still under the one year warranty and I'd love to get it replaced!
I can't find anything on HTC's website about it!
Does the warranty cover this type of thing? Usually, I'd think it would be the users fault for blasting the volume!
How about calling at&t? They sold you the phone after all
Sent from my HTC One using Tapatalk 4
Yea that is under warranty. Call AT&T's customer service and tell them the speakers are effed up. They'll send you out a replacement, or they'll give you a number to call HTC and do a repair / replacement through them.
Sent from my MB860 using xda app-developers app
First of all let me emphasize on what I mean when I say "flawed". I went through 5 HTC One devices all from AT&T and all supposedly "new", and each one I received has had some type of issue or the other. I think it was just my badluck and absurd. Never went through this type of experience.
1. Wide gaps between the plastic and metal part of the phone.
2. Multiple dead pixels on the screen.
3. One of the speakers buzzing or busted
4. Device dented/scratched right out of a brand new box
5. A rattle with the vibration motor
6. A camera that would not focus at all
7. Recessed power and volume buttons into the body
8. Flickering screen
9. Raised speaker grill that fell off after holding the phone to the ear to make a call
The 5 devices I went through, were all imperfect and I paid full price for all of them. So I was really angry and disappointed with each one of them. AT&T provided minimal help, and as the exchanges stared to happen the customer reps started to question me and stopped trying to help me and told me to "live with the device" or "opt for a different phone brand". Calling HTC customer support was even worse, as I got curt answers about having to pay for the shipping to HTC and back to get the device repaired and be phoneless for 2 weeks. They wouldnt replace it even if the device was few hours old out of the box.
As a last dire attempt I tweeted to Jason Mackenzie of HTC America and just went off about HTC's poor quality control, about the customer service reps lack of respect to their customers, and all the problems that their brand new phones from AT&T seem to be having. Within minutes he tweeted back to me and asked to email him. We exchanged a few emails back and forth about all the problems I've had and I provided my proof of purchase. He got my information and number and had an "Escalation Specialist" get in touch with me. They agreed to do a swap with my phone and send me a brand new one straight from their Corporate Office and double check it for any flaws. Will come with prepaid packaging to send the one I have with me currently back. Just needed a $250 dollar hold on my credit card that I will get back.
This may set a bad precedent but I paid $669 for the device and expect quality that lives up to that price.
To anyone that has had as much badluck as me, this may be a way to get your case escalated and figure out a solution.
Goodluck!
Hope the 6th one is the One you're looking for.
Sent from the "ONE" phone for me
Did I read that right? You paid full price for EACH of the 5 phones?!? Meaning, like what, around $2k'ish?
Wow
*s¡gned
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.