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Hi to everyone,
I want to share with all, my worst ever experience with a device (htc kaiser) and the horrid Customer Service provided by HTC Americas.
First, this is my 5 or 6 HTC device and 4th in one year time (all devices before this one has work flawless).
I bought the HTC Kaiser on Mobileplanet and was delivered to my on Sep. 26 2007.
After just 3 weeks of usage the screen lost its input (touch) sensitivity, so I call HTC Americas Repair Service Dept. to inquire about a solution.
They toll me I had to send on my expense the device to be evaluated and if the problem was cover by warranty, it would be repair without further cost to me. Anyhow, even that the phone has only 3 weeks of usage, I had to provide a credit card or they would not give a Return Authorization Number (how is that).
The phone was repair under warranty and return to me with a new screen but without a new screen protector (when the phone was send, It has the oem screen protector).
After 2 weeks of usage, the phone module of the device stop working, it would not pickup the signal from the carrier, it not even try to search for a network.
Of course I try all the posible software solutions: shut off the phone, soft reset, hard reset, etc. Nothing will make the phone to pickup any cellular signal.
This time, I call the number for HTC Custumer Service in the USA. It turns out that this number actually is for a Software Technical Support but they would not provide any customer support beside software technical advice, so my call was transfer to the HTC Repair Center.
I explain to the HTC Representative that this was the 2 time in 4 weeks, that the phone stop working and since that I would like to get a replacement phone.
I was told that HTC would not in any case, offer a replacement phone and as before, I had to send the phone again and provide my credit card again if I wanted the phone to be repair, even that is under warranty.
So in short, I had spend $800 for a phone that only worked 4 weeks, that the manufacture refuse to replace and if I want it repair, even that is under warranty, I have to pay for the shipping cost and provide a credit card to cover for repairs, even that the phone still under warranty.
Can anyone give ideas on how to proceed to get HTC to replace the phone and provide a better customer support.
Regards and happy new year to all.
jmolina
I'm surprised you got any support from HTC America, this phone isn't support by the America's. Any authorized dealer should have told you before purchase. Kaiser support is handled over seas.
Well mobileplanet never toll me that the phone was not supported in the USA.
Do you think they would take some resposability in the matter?
Regards
Long story short HTC Rocks!!!!!!!
I purchased my lovely nexus one in Feb, as soon as i convinced my wife why a $529 phone was worth it.
I rooted the phone almost seconds after I unboxed it and never looked back.
4 Months later i started having problems with the power/lock key not responding.
First i thought it was a ROM issue so i tried a few debugging techniques, No such luck.
Then after research i discover this was a known hardware issue.
Crap!! I voided that warranty with a smile on my face and now i may have to pay for it to be repaired.
To hell with that, i have fixed my Palm Tungsten, Blackberry and countless other consumer electronic devices ill fix this too.
I bust out my precision screwdriver set and the case pry tool and find a dis-assembly tutorial on the net. Warranty already void i think nothing of breaking the case seals. But alas i cannot seem to repair the button.
I break down and call HTC repair hot-line. I present the following.
Do you sell parts for repair ---- No sir we do not.
Is there are known issue with the power button ---- Yes there is
I setup a repair ticket.
I tell them i have rooted the phone and am proud of it.
The rep explains that with the phone being rooted it would be out of warranty repair.
They would be re-locking the phone, which is accomplished by replacing the motherboard entirely and i would owe the $196 for that service.
I also explain that i have broken the seals in an attempt to repair the phone
The tech gulps and tells me that i will also have to pay for any damage done while disassembling the phone.
she then writes on the ticket
"Issue Description: defective power button, cx has rooted the phone, and broke the seals in an attempt to repair the device."
SO Everyone is aware that i voided the warranty, the rep the service tech
I knew i would have to pay, so i waited for the email with the quoted price and i would shell out my credit-card and suck it up.
I received an email they received my package
I checked the repair website every couple hours.
I called them every day.
I never received an email for a price authorization.
I called and spoke with a rep who told me my phone was in post-repair testing and should be shipped out soon.
WHAT!!!! THEY REPAIRED IT AS A WARRANTY REPAIR!!!!!!!
I Cannot believe it, but it is on a fed-ex truck destine for my house today!!!
Holy Crap!!!! HTC Rocks.
Is this windfall of fortune because the part that was defective was the same part they would have had to replace because of boot-loader re-locking ???
Who has other experiences.
I searched for threads of peoples repair experiences but found few. I desperately needed to have an idea of what was happening to my beloved phone
HTC seems to be honoring the warranty if it's a hardware problem, even if you've unlocked your bootloader. I haven't had problems with it, but from what I've read that power button tends to go bad. If mine does, I'll call HTC (and not mention the unlocked bootloader), then when I get the phone back I'll do the root-without-unlocking method.
But yeah, HTC seems to have pretty stellar support for their hardware. Can't complain about that.
My similar experience here, but scroll up for a bad experience with a service center outside the US: http://forum.xda-developers.com/showthread.php?p=7076177#post7076177
They sure have very good customer service in the US...but for the repair center, well I can only say they are horrible!
My experience with them here
same problem as me. Got mine back today, and rooted it again. I didn't feel like cutting the sim card slot up and stuff.
They told me that I should ship mine back to HTC because (since frf50) it's been freezing and I need to pull the battery to restart. I don't want to though.
suicide_trend said:
Long story short HTC Rocks!!!!!!!
I purchased my lovely nexus one in Feb, as soon as i convinced my wife why a $529 phone was worth it.
I rooted the phone almost seconds after I unboxed it and never looked back.
4 Months later i started having problems with the power/lock key not responding.
First i thought it was a ROM issue so i tried a few debugging techniques, No such luck.
Then after research i discover this was a known hardware issue.
Crap!! I voided that warranty with a smile on my face and now i may have to pay for it to be repaired.
To hell with that, i have fixed my Palm Tungsten, Blackberry and countless other consumer electronic devices ill fix this too.
I bust out my precision screwdriver set and the case pry tool and find a dis-assembly tutorial on the net. Warranty already void i think nothing of breaking the case seals. But alas i cannot seem to repair the button.
I break down and call HTC repair hot-line. I present the following.
Do you sell parts for repair ---- No sir we do not.
Is there are known issue with the power button ---- Yes there is
I setup a repair ticket.
I tell them i have rooted the phone and am proud of it.
The rep explains that with the phone being rooted it would be out of warranty repair.
They would be re-locking the phone, which is accomplished by replacing the motherboard entirely and i would owe the $196 for that service.
I also explain that i have broken the seals in an attempt to repair the phone
The tech gulps and tells me that i will also have to pay for any damage done while disassembling the phone.
she then writes on the ticket
"Issue Description: defective power button, cx has rooted the phone, and broke the seals in an attempt to repair the device."
SO Everyone is aware that i voided the warranty, the rep the service tech
I knew i would have to pay, so i waited for the email with the quoted price and i would shell out my credit-card and suck it up.
I received an email they received my package
I checked the repair website every couple hours.
I called them every day.
I never received an email for a price authorization.
I called and spoke with a rep who told me my phone was in post-repair testing and should be shipped out soon.
WHAT!!!! THEY REPAIRED IT AS A WARRANTY REPAIR!!!!!!!
I Cannot believe it, but it is on a fed-ex truck destine for my house today!!!
Holy Crap!!!! HTC Rocks.
Is this windfall of fortune because the part that was defective was the same part they would have had to replace because of boot-loader re-locking ???
Who has other experiences.
I searched for threads of peoples repair experiences but found few. I desperately needed to have an idea of what was happening to my beloved phone
Click to expand...
Click to collapse
you are lucky
apparently, google has pulled the pdf in regards to the warranty term but i need it for insurance claim... however, it was not found anywhere... does anyone happen to save a copy when it was available? Thanks much for the help!
here is the original URL... http://www.google.com/googlephone/nexusone-warranty.pdf
and a part of the warranty terms...
Nexus One Warranty Information
Returns and warranty: Warranty
How long does the warranty cover the phone?
Your warranty coverage depends on where you live:
European Union: the warranty coverage extends twenty-four (24) months from the date of original purchase.
All other locations (including the United States): the warranty coverage extends twelve (12) months from the date of original purchase
What kind of things are NOT covered by the warranty?
The warranty does not cover physical damage to the surface of your Nexus One, including but not limited to cracks or scratches on the screen or camera lens. The warranty also does not provide coverage for issues related to third-party applications you've installed. What kind of things can void the warranty coverage?
Here are a few examples of actions that void the warranty coverage:
rough handling of the device
exposure of the device to extreme conditions
tampering with the device, including removal or defacing of the serial number, IMEI number, or water indicator
unauthorized opening or repair of the device
tampering with or short-circuiting the battery
unlocking the bootloader using the fastboot program
For a complete list, refer to the warranty card included with your Nexus One and also available below. How does the warranty process work?
HTC offers two options for the warranty process:
Device swap: The device swap is the quickest way to get a working phone again. A new device will be sent to you, together with a box for returning the defective device. You should remove the SIM card, the battery, and the microSD card from the defective phone, insert them into the new device, and return the defective phone in the box provided.
If you have engraved your phone with a personal message, the device that you receive will not include the engraving, and the engraving on the defective device will not be sent back to you. If you want to keep your engraving, you can opt for the express repair option.
Express repair: With this option, you send the defective device to the HTC service center. HTC will perform the repair and send you back your device, including the original engraving.
How can I initiate a warranty repair?
The first step is to request a ticket number by calling HTC, the number for which can be found in the Service & Repair section of the HTC website. An HTC representative will guide you through the process and either (a) arrange for the delivery of the swap device or (b) send you shipping instructions to an email address you provide (if you prefer the express repair model).
What happens if I send my device for warranty repair, and it turns out the defect is not covered by the warranty?
If the HTC service center detects that the device is not covered by the warranty, an HTC representative will contact you to determine what to do next. You can choose to pay for the repairs (the HTC representative will provide you a quote), or you can opt to have HTC send you back the device, in which case your credit card will be charged the round-trip shipping fees, as well as an examination fee of $28.
Click to expand...
Click to collapse
Is this the pdf you are looking for: tinyurl.com/8x65qmh
It looks like a generic HTC warranty, though.
Edit: XDA forums won't let me post a link yet (8 post rule...), so you'll have to copy paste that.
e.coli said:
Is this the pdf you are looking for: tinyurl.com/8x65qmh
It looks like a generic HTC warranty, though.
Edit: XDA forums won't let me post a link yet (8 post rule...), so you'll have to copy paste that.
Click to expand...
Click to collapse
thanks a lot! that was very helpful!
Glad to be of help!
Hello guys, i recently made a post on reddit oneplus subreddit about how i was denied warranty for my oneplus 3 phone since i was rooted and i was told i should share it here so here it goes.
So I went to the oneplus service center today since my display had some issues. My phone was in the warranty period. Right on checking the phone the guy says that since this is a rooted phone they don't provide hardware warranty. I argued with him saying that oneplus advertises quite proudly that rooting does not infact void your warranty so how can they claim otherwise. On this I was told that they have officially been given in mail that hardware warranty will be void on rooted phone and it will only get software warranty. After arguing with him for quite some time he threatened me that if he marks this phone as rooted in the system I will never ever be able to claim warranty on the phone. I literally had to pleade and beg him for several hours to change the display did he finally agree. Even in this he said he is doing a big favor to me and warned me not to ever root the device again if I want warranty.
Now I want to ask has oneplus officially changed their policy on rooting? If so why does their website still say that rooting does not void your warranty if the service center claims otherwise.
The technical process of rooting or unlocking the bootloader does not void the warranty of a OnePlus device. However, we strongly suggest for you to only root or unlock the bootloader of your OnePlus device if you are confident in your understanding of the risks involved.
By accessing resources regularly unavailable to the software, you may damage your hardware during or after the procedure. Such damage is not covered under warranty. In warranty handling, we will first need to verify that any faulty behavior is unrelated to rooting / unlocking.
Click to expand...
Click to collapse
This is what the website tells us about rooting and warranty. (source: https://oneplus.net/nl/support/answer/will-rooting-or-unlocking-the-bootloader-void-my-warranty)
As far as I know the policy didn't change. I can understand the confusion from the service center point of view, but there is no such thing as hardware or software warranty. Only hardware damage caused by software related hacks/tweaks (which can be used after unlocking/rooting), is not covered under warranty. I assume your screen damage does not fall under that category and it is caused by fall damage for example.
Bobbika said:
This is what the website tells us about rooting and warranty. (source: https://oneplus.net/nl/support/answer/will-rooting-or-unlocking-the-bootloader-void-my-warranty)
As far as I know the policy didn't change. I can understand the confusion from the service center point of view, but there is no such thing as hardware or software warranty. Only hardware damage caused by software related hacks/tweaks (which can be used after unlocking/rooting), is not covered under warranty. I assume your screen damage does not fall under that category and it is caused by fall damage for example.
Click to expand...
Click to collapse
I did not have a screen damage, my phone screen had lost sensitivity and was registering swipe motion as touch . This started happening even before I was rooted and in no way connected to the process of rooting. They tried to deny me warranty on this.
i_rock098 said:
I did not have a screen damage, my phone screen had lost sensitivity and was registering swipe motion as touch . This started happening even before I was rooted and in no way connected to the process of rooting. They tried to deny me warranty on this.
Click to expand...
Click to collapse
May i ask in what country this happend? It's not only Oneplus that does this stuff btw. Next time show him what is on the site. If he denies you simply ask his name and send Oneplus a email about it.. I can work at a service center too and say this stuff.. Its not only Oneplus..
i_rock098 said:
I did not have a screen damage, my phone screen had lost sensitivity and was registering swipe motion as touch . This started happening even before I was rooted and in no way connected to the process of rooting. They tried to deny me warranty on this.
Click to expand...
Click to collapse
In that case I'd say it was your own risk to start rooting your device after you knew there were issues with it.
The problem with the current warranty policy is that it's hard to prove what damage rooting could cause. In your case the repair shop could say that you might have overclocked your device with the acquired root. With that the device can overheat and the digitizer (which handles the touchscreen input) could be overheated as well and starts to fail. Not saying that is the case here, but it would be hard to prove otherwise.
In other words, when you have to deal with warranty and repair, it's a good advice to give them no reasons to deny the warranty.
TLDR: Repair your device before rooting
At least here in Germany this is illegal and NOT possible. At least the given by law warranty has to be given even with root unless they can prove it caused the defect, so they have to prove their claim and not you. Any extened warranty from the company itself can be waaay different though.
Puddi_Puddin said:
May i ask in what country this happend? It's not only Oneplus that does this stuff btw. Next time show him what is on the site. If he denies you simply ask his name and send Oneplus a email about it.. I can work at a service center too and say this stuff.. Its not only Oneplus..
Click to expand...
Click to collapse
This is in India. we have one of the worst consumer policies in the world where often service centers treat customers like ****. He was pretty confident in telling me to go talk to oneplus if i want it wont help and that if he ever marks the phone as rooted in the system i would never ever be able to claim warranty on the phone.
Bobbika said:
In that case I'd say it was your own risk to start rooting your device after you knew there were issues with it.
The problem with the current warranty policy is that it's hard to prove what damage rooting could cause. In your case the repair shop could say that you might have overclocked your device with the acquired root. With that the device can overheat and the digitizer (which handles the touchscreen input) could be overheated as well and starts to fail. Not saying that is the case here, but it would be hard to prove otherwise.
In other words, when you have to deal with warranty and repair, it's a good advice to give them no reasons to deny the warranty.
TLDR: Repair your device before rooting
Click to expand...
Click to collapse
I agree that I should have gone to fix it before rooting but then again if they had not mentioned on their site clearly that rooting does not void your warranty I would have not rooted at all in the first place till my warranty period got over. I dont mind taking a brunt for a fault of mine due to flashing like getting stuck in a bootlop or something but this clearly was a manufacturing defect and not mine.
emuandco said:
At least here in Germany this is illegal and NOT possible. At least the given by law warranty has to be given even with root unless they can prove it caused the defect, so they have to prove their claim and not you. Any extened warranty from the company itself can be waaay different though.
Click to expand...
Click to collapse
Yeah unfortunately I am in India and here like i mentioned in the post earlier we have very weak consumer laws, even if i would sue them the case would drag on for like 5 years with no guaranty that it would still get resolved.
@i_rock098
I have no local stores in my country, everything must be shipped. When facing a problem you need to get some repair ticket from the website. That would mean you don't need the ... local support store. Also it should be possible to simply restore the phone's software to stock before sending it to OnePlus. Have you tried bringing itr back to stock or is the phone freaking out in a way making it impossible?
LS.xD said:
@i_rock098
I have no local stores in my country, everything must be shipped. When facing a problem you need to get some repair ticket from the website. That would mean you don't need the ... local support store. Also it should be possible to simply restore the phone's software to stock before sending it to OnePlus. Have you tried bringing itr back to stock or is the phone freaking out in a way making it impossible?
Click to expand...
Click to collapse
And to add to this.
If you have an issue with your phone feel free to make a post. As long as you provide decent information I'm pretty sure people including me are here to you help you.
Repeat after me, the store is in INDIA. I don't do business with India. I did business with OnePlus China and OnePlus US and received superior assistance, including a free replacement phone when my rooted phone could not be repaired.
These are topics where OnePlus customer service could (and should) step in and make a name for themselves, or at least start to.
OP, send a support ticket to OnePlus, add the e-mail address of the service centre to the cc and when you get a response from OnePlus, go back and politely ask them to repair the phone according to the OnePlus warranty terms.
Forget these repair shops in India. These are probably not official OnePlus service centers, as I don't think they have stores set up anywhere. According to the YouTube video that they OnePlus made, they only offer repair services through their website, OnePlus.net/support. You need to contact them via phone (It is listed on their website), and they will then determine if it needs to be sent to them for repair via RMA. https://youtu.be/KCdu8VhleVM
jim262 said:
Forget these repair shops in India. These are probably not official OnePlus service centers, as I don't think they have stores set up anywhere. According to the YouTube video that they OnePlus made, they only offer repair services through their website, OnePlus.net/support. You need to contact them via phone (It is listed on their website), and they will then determine if it needs to be sent to them for repair via RMA. https://youtu.be/KCdu8VhleVM
Click to expand...
Click to collapse
There are official repair centres (approved by OnePlus but not run by them) for OnePlus in India. But I don't know whether the OP went to an official centre or not.
As with almost all official repair centres of any manufacturer, there are two ways of asking for repair during warranty. One is what is mentioned by you ie. contact OnePlus directly, they will issue a ticket number and then armed with that, you approach the repair centre. The other way is directly walking into the repair centre and asking for warranty repair. I think the OP adopted this and as is likely in most such situations, the repair centre tried to outsmart him. IMO, if the OP had contacted OnePlus first, this issue might not have arisen at all.
I am speaking on the authority of my experience of approaching Acer directly the first time and going to the repair centre directly the second time. Ofcourse the second time I was given a run around which I ultimately overcame.
Hi all
My Zenfone 8 screen is broken and needs to be replaced after a fall. The phone is still under warranty so I was wondering if anyone had this fixed already and knows how much does the repair through Asus USA cost because the customer service representative didn't tell arguing that it needs evaluation from the repair technician.
This process sucks because you need to send it in first for an evaluation and then you get the estimate and you get to say if you want it fixed or not. I was wondering if I could know the cost before sending it in.
Thanks