Database Develop

HTC repair Experience

Just wanted to share with everyone my experience I just had with HTC regarding the repair of my beloved Kaiser.
About 4 weeks ago my phone tri-color screened on my me. After several weeks of posting to this forum trying to get a fix I finally called for an RMA#.
Sent the phone off, got a call 3 days later saying they were running it through is diagnostics and would report back to me. 3 days later they called me and said it was being repaired and I owed them $20. Paid them and then 4 days later received a call saying my phone was repaired and it was being shipped out and the guy gave me my tracking number.
So the phone shows up and it has a description of what repairs were done. The replaced the mainboard as well as the usb connector. Loaded on WM 6.1 for me and also replaced the entire key pad on the front of the phone. Keep in mind they only thing I think was wrong with the phone to begin with was I screwed up loading the newer SPL so I could flash the phone.
Not sure if everyone has had such a good experience with HTC but this is the reason I will keep buying the phones as they come out. I honestly thought they were going to charge me $150 plus to do this.
So I will take back my 3G iPhone I got and start using my favorite phone of all time.
Now if HTC will make a phone with a larger screen the world will nearly be a perfect place!!!
Happy flashing,
heat

I think I need them to... sounds like the same problem I have. I'll call HTC today so the process can be started to repair my phone... In the Netherlands I heard less positive reactions to HTC's Service.

yah i sent back a tilt with a broken lcd and red light of death and they didnt charge me a dime..they said there was pressure damage to lcd and the mainboard needed to be replaced and also housing because they stated that they need to break the housing to replace the lcd (which is crap) so they quoted me like 300 or something (i dont remember it was 6 months ago) and i told them just to send it back to me with nothing done to it and i dont hear back from them and a week later they call me saying theyre shipping it back and everything has been replaced and i didnt even get the $29 diagnostics fee so that was awesome and to think i almost sent it in to att through exchange by mail warranty program

I sent my kaiser to their repair service for unresponsive keys on the keyboard.
It came back about 10 days later with a new keyboard, new back cover (the rubber external gsp cover was a bit loose) and a new lcd screen (don't know why).
It was warranty, so I didn't have to pay anything.
Satisfied customer over here

I have a Kaiser with the 3G/HSDPA problem in Spain, at this moment is at the Service centre for three times, each time along one month and return with the same problem. I am very unhappy

I just sent my Tilt to HTC Repair re keyboard issues

I bought a Tilt refurb through AT&T and just after the 90 day AT&T warranty, the keyboard began having issues with it where some keys required harder or repeated presses to register. There was no water damage and I never dropped it so who knows why it happened. It really only happened with 2 or 3 keys.
I took it to a repair store locally but they wanted like $120 to "replace" the keyboard and assembly, which made little sense to me since I had only paid $149 for the phone.
So I contacted HTC and in case anyone else is in this boat, just because the AT&T warranty is expired does not mean the HTC warranty has expired.
HTC's warranty is 15 months and they can calculate it from the serial number. They told me I was still within that 15 month period so I am ASSUMING that they will repair it for free.

please say you reverted your rom back to the shipped version before sending it in.

this is currently happening to my "a" key...I hope it doesnt get worse

Aaaaaaaaaaaaaaaaaaaaaaack!!!!!!!!!!!!!!!!!!
Just kidding. Yeah, I did.

this happened to me a few weeks ago. sent it to att. first refurb i got back had a broken screen..second was fine just the slider was misaligned. how can you tell if there is still an HTC warranty on the phone?

Call (888) 354-2375 and read them your serial number.

htc charges you a $30 triage fee upon inspecting the device and then they ill notify you of whats wrong and if its covered..

I was told the triage fee is waived if the problem is covered.

I am having the same issue with my "s" button. i have to press it twice as hard to get it to register half the time and this sucks when you have to use your phone for work emails and such.....
im going to call that number here shortly to see if my phone is coverd still....
thanks for the thread....

I'll post back news when I hear back from them and when I get the phone back.

trjons said:
Call (888) 354-2375 and read them your serial number.
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Click to collapse
Yikes i just called and the guy on the phone told me "it would be about a houndred and forty-five dollars to fix that"
I asked about the 15month thing and he said "that only covers factory defect, a failing keyboard would deffinately not be covered"
I said "yeah ok thanks buddy" (hung up)
wowsers.......
the phone to me is not woth 145.00 to me now when the Raphael/Fuse and HD are so close. ah hell i could probably just buy a refurb from at&t for that much.
i hope you have better results than i did just now.
i will be monitoring this thread in hopes that it works out for you.
30.00 50.00 not so bad 145.00 nah im cool.
fingers crossed for you.

it wouldn't surprise me, but if a failing keyboard isn't considered a factory issue than nothing is.
A warranty should cover anything short of physical damage.

it really sucks that they told you this isnt factory issue.
I bought my device NEW from ATT and I have the same problem.
I was hoping this was ROM issue... but I now see it's not... too bad

just keep bothering them...make them be in your shoes..words can work magic but persistance can get you what you want dont give up just keep bugging them and getting higher personnel

This started happening about a few months after I bought the phone. My V is terrible my A is bad and my S is also bad. I thought it was a ROM issue as well. but now I have to press V extremely hard for it to register. I bought my phone sometime in December of 07 or Jan 08. Can't remember exactly when.

hi everyone, I got my tytn 2 from orange last october and I have the problem with several letters as well. I called up the HTC repair centre and told them it was really annoyed me cos i kept on missing letters in the txt. I sent back my device and fix it under warranty without charging me anything. Fixed in 5 days with UPS delivery. Very good service. Just call them up and try
good luck

I did the same thing. My TyTN II was still under the 15 month warranty thru HTC. They turned it around within about 2 days and had it back to me. They replaced the keyboard and the flex circuit.
They were supposed to call me when they had it to discuss what the issues were, but I never got the call. I wanted them to fix the misalignment issue between my top and bottom half (off by about a 1/16"), but they never did that. When I inquired after I got my phone back, they told me that "physical issues with the phone are not covered under warranty". Only software and internal board related issues.

They still have my phone...haven't heard whether its covered or not...or how much they will charge.
If these guys are anything, they are slow.

Advice re: AT&T Return?

I called AT&T tech support awhile back because of a couple problems I was having.
1st thing I noticed was the backlight settings not holding. I would set it o not turn off. It would stay that way for awhile, then revert back to shutting off at 10 seconds.
2nd problem was the case around the battery heating up when charging.
3rd problem was that the unit seemed to overheat if I used it (mail, internet, basic functions) for more than a few minutes. The display would then shut completely off, I'd have to pull the battery to shut it down, let it cool off then reboot.
Tech support turned me over to warranty repairs, who sent out a new phone.
I put the old one in the buble envelope they provided, stuck their label on and mailed it back.
I received my old phone in the post today with a big dent on the screen, and an arrow sticker pointing to the dent. When powered on, the screen shows a splat where the dent is and cracks widening out from it with no actual display visible.
The screen was in perfect condition when I mailed it out.
Now they want me to pay $500 for the new phone that they mailed me because "physical damage isn't covered".
BUT the phone wasn't damaged before I mailed it in. Obviously, I'm angry. I need to call AT&T and discuss this with them. I'm wondering if this has happened to anyone else, and if so, how did you deal with it? Or if anyone has any advice for how to deal with AT&T on this matter?
Thanks,
Kari

this seems odd..att states in their terms once you send out your device it becomes their property and they will not send it back under any circumstances..just keep calling them and calling..it might take you 5 hours of total talk time but you CAN get what you want trust me..i had a broken usb port (from the first version of the tilt that was released which was porly manufactured) which MANY people on xda had similar issues but nothing on att's or htc's side had been documented and they kept telling me "no its not covered blah bla" and finaly after about 4 hours of total talk time (mostly holding and reexplaining the situation 1 million times) i got an elevated elevated elevated personnel who put a note to waive all charges when the device was inspected so dont give up..just demand to be speak to elevated personnel and dont let your guard down make it clear that you sent it in for so and so reasons and why would you send it an obviously physically damaged device...DONT GIVE UP UNTIL YOU GET WHAT YOU WANT

Well thats a bumer, it all depends on who you talk to, when you call AT&T or the insurance company. I assume you have asurion . But my advice is to call asurion and not at&t because they have nothing to do with at&t , and demand to speak to a supervisor , and forget about the operator and request a transfer. Incase the you still have the envelope to take pictures of it and submit it to the returns claim after speaking with a supervisor. Thats if the envelope shows any external damage you can say it was the S&H carrier . its going to be a tough one but you can win. From my experience with asurion i had never had a problem . i have always reported my phones from at&t and sprint/nextel As lost or stolen , therefore they cannot demand a return on the phone. i have done it for over 4 years and have gotten over 5 thousand dollars in phones some i sold some where really lost or broken, but even if they was broken i still said lost or stolen. hope it helps for your next insurance experience.

Update
Well, I only had to talk to one person and they agreed that the phone was damaged after shipping, and removed the almost $500 charge.
Hurrah and thanks for the advice.

Which story is the truth?
The one here or the one on this Ebay listing?

Could be a coincedence. But if not that's pretty shady.

herecomesthetornado said:
Which story is the truth?
The one here or the one on this Ebay listing?
Click to expand...
Click to collapse
They probably buy their red arrows at the same store.

Faulty Kaiser, Problems with HTC repair centre UK

Hi all, I have had my kaiser since july 2008. in october i opened the slide mechanism and one of the keys must have came off into the slide mechanism and the phone keyboard wouldnt shut properly (you could see where the key came off that it had not been properly glued down so this was a manufacturing fault)
About a week before this the phone usb port developed a fault. Sometimes it would not charge when plugged in but most the time it did so i planned to send the phone off for repair anyway.I sent this off about a week later towards the end of october.
I sent it off to the UK repair centre at milton keynes. I waited around a week and then i received an email saying it was not covered by the warranty, and was being charged £35 for the repair which they called part plastic refurbishment. As i did not force the keyboard slider or cause the fault on the charging port i refused to pay this and spoke to somebody in the uk offices to why i was even being charged this amount for something which was not my fault.
He emailed me around a week later explaining that the charge was for the black plastic which surrounds the middle of the phone as it had a deep scratch on it near one of the corners( which was only a scratch no cracks etc and hardly noticeable unless you really looked for it they sent me a photo blown up about 100000 times so i could see it) and could not be fixed without replacing this.
I refused to pay it so they sent me the handset back the middle of december. When i received it back suprisingly the slide mechanism had been fixed the button was still the same, the charge fault was still there plus it had a new fault, When i inserted my SIM card and switched my phone on it told me "the sim is missing" i tried 4 more sim cards (new and used) and it still had the same message.
I phoned up the HTC customer services the same day i received this back to tell them of this fault plus i told them that the slider had been repaired but not the usb or the keyboard they told me to send this back. I sent this back 10 days ago due to the christmas period. I have received an invoice today asking me to pay for the part plastic refurbishment again at a cost of £35 with no mention of the USB, Keyboard or the SIM fault. It just seems to me when you call the call centre its just full of drones who follow a script as i have explained the faults on more than one occasion. Since i have bought this phone HTC has had it in repair more than i have had use out of it. If anyone could give me any suggestions contact numbers email addresses , Advice on where i stand legally on this i would very much appreciate this.
Thanks in advance

the picture HTC sent me
here is the picture that htc sent me

hacka1010 said:
here is the picture that htc sent me
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To be perfectly honest, your phone looks like it has been dropped quite hard on that corner - there is casing damage to the upper half (circled chip) and also a few chips out of the adjacent part of the bottom half. To get those parts to chip like that would take quite a bang. My Kaiser is over a year old and has been dropped loads of times onto hard surfaces (inculding gravel and concrete) and nothind has chipped like that.
Good luck with getting the repairs done. I guess the best approach will be to be a pain in the arse with them - always ask to speak to someone senior - rehearse and learn the UK consumer rights and quote them to HTC reps (but don't get stroppy on the phone). If they say someone will call back, wait until 1 minute after the specified time then call to complain that they didn't etc, etc. I did this with a Hermes (which I'd broken myself) and in the end they gave me a new one to shut me up.

Nexus One swap, Will they charge me for unlocking?

Did any of you here swap your phone with HTC and your phone was unlocked?
My phone's defects are obviously hardware: Power button failing and Screen has a gap around sides, (Dust gathers around screen everyday, have to clean manually).
Can they charge me for unlocking and rooting it, even though these issues are hardware specific? Anyone has a story to share?
During the call, the HTC Rep told me that "we will charge your credit card for any non-warranty problems." Does unlocking count as one?

yes they will charge you for having your phone rooter,cause is out of the warranty that's what they told me over the phone...

I heard some Reps are unaware that HTC honors Hardware warranty. Maybe they said that to you because they are just reading a script that says "unlocking = void" I've read stories here that they still repair though. Is it true?

I just had my Nexus One (unlocked bootloader) replaced through HTC without a charge for a similar hardware defect. When I called, I didn't mention anything about it being rooted, nor did he ask. I received my replacement, HTC received my defective unit, and I was told my ticket was closed with no charge on my account.
The replacement I received has a new defect and I'm currently awaiting another replacement to swap it out as well. I don't think they care, but I wouldn't parade around talking about it. Just be courteous and flash everything back to stock as much as you can.

Ok, thanks for the info! It would be great if they didn't charge me for this.

Please keep us informed on how everything turns out. Several people have said they've had no trouble. It would be nice to get a list if reasons for RMA with success rate. I have a fairly strong feeling as long as it's hardware related and involves no root caused problem (led from n1 torch, speaker from louder music, etc.) the rate would be pretty high. HTC really, in all the times I've had any problems has been one of my favorite call centers to contact.

I have successfully swapped my phone. I had the dust under screen issue and i called them up. Not questions asked about unlocked. I got my phone and they waited a week or so and i saw my ticket was closed. Now im calling back because my replacement one now has dust under the screen also.

Did you guys get these phones new that you are able to do this?
I just bought my N1 used from someone and I'm wondering if this will apply to me if incase i get the dust issue

I have a question regarding replacement swapping as well.
My phone has the power button defect and I'd like to swap it for a new one.
However, I dropped my phone on asphalt recently and there are minor scuffs on 2 edges and a ding on the top left edge. Will this be a problem in swapping?
Will I get charged or something after they receive my phone? The defects are not related to me dropping it.

Coderedpl said:
Did you guys get these phones new that you are able to do this?
I just bought my N1 used from someone and I'm wondering if this will apply to me if incase i get the dust issue
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Click to collapse
I got mine on Craigslist. I traded my Iphone 3gs for it. Wonderful trade. Android fanboy since G1, but wanted to see what all the hype was about for the iphone. I never saw it. haha.
So I called HTC. Told them the IMEI they asked if i still live blah blah address(the original owner). I told them nope. Gave them new address and name. They got my CC number and off we go. Got a replacement phone in 2 days. Sent the other one back. Case closed. All is good, until yesterday when I saw just under my replacement one also. Its been 3-4 weeks. Now i'm waiting for another replacement.

I got mine on craigslist too, not that AWESOME of a deal since i pretty much just got the phone (the charger barely charges) and the usb i got from a small cell store at a mall doesnt work...pfftt
so I need: Data cable, charger & car charger.
bleh

futango said:
I got mine on Craigslist. I traded my Iphone 3gs for it. Wonderful trade. Android fanboy since G1, but wanted to see what all the hype was about for the iphone. I never saw it. haha.
So I called HTC. Told them the IMEI they asked if i still live blah blah address(the original owner). I told them nope. Gave them new address and name. They got my CC number and off we go. Got a replacement phone in 2 days. Sent the other one back. Case closed. All is good, until yesterday when I saw just under my replacement one also. Its been 3-4 weeks. Now i'm waiting for another replacement.
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Click to collapse
you didn't have to show proof or purchase/receipts?

blt51 said:
I have a question regarding replacement swapping as well.
My phone has the power button defect and I'd like to swap it for a new one.
However, I dropped my phone on asphalt recently and there are minor scuffs on 2 edges and a ding on the top left edge. Will this be a problem in swapping?
Will I get charged or something after they receive my phone? The defects are not related to me dropping it.
Click to expand...
Click to collapse
I'd like to know the answer to this too. My phone has a stuck pixel but I also dropped it and now there is a crack in the screen. I'm wondering if they'll charge me for the swap.

I've had my N1 replaced almost 5 times, so I have some experience with this. Everything was perfect with my first phone except for one dead pixel, which was only visible from certain angles. However, considering the price that I paid for the phone, it wasn't acceptable from my perspective.
I read a lot about people having successes with replacements so I decided to do a swap. My recommendation is to think about doing a swap very carefully. Each time a replacement was sent to me, I found new problems with the phone.
For example, one replacement had a weak vibrate while another had a camera that took oversaturated photos. One of the phones had minor scratches on the screen. Another replacement turned out to be the replacement that was sent to me which I sent back (but with a different sticker and IMEI).
So I think that if the phone is not damaged significantly, such as huge cracks, they will not charge you any fees. So minor scratches on the phone and "normal use" damage is fine.
Also, if you purchased your phone from someone else, you will still be under the warranty and do swaps. I've asked this through the phone twice and both times I was told that they decided to honor warranty transfers.

HTC gave me a new one was well with unlocked bootloader. The problem with my phone was a software issue too. No questions asked.

This is great to hear.
I traded my iPhone 3GS for a N1 on craigslist only to discover it has some sort of hardware problem - Strange rebooting - not sure if it's heat related (doesn't seem so) or bad RAM (I've seen many reports). Went the replacement route (that's another story all together - http://forum.xda-developers.com/showthread.php?t=698156) and am awaiting the new unit. Just got my return shipping label, hopefully they wont charge me either!

x986123 said:
I heard some Reps are unaware that HTC honors Hardware warranty. Maybe they said that to you because they are just reading a script that says "unlocking = void" I've read stories here that they still repair though. Is it true?
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I had my Nexus One rooted and it was sent it to HTC for "power button failure" and they fixed it for no extra charge. Came back with a more firm-feeling power button and relocked.

They tried to charge me but after some reasoning with the right person on the phone they dropped the charge. You can also file a ticket with the Google Sales team and they will make sure you are not charged if you have a manufacturing defect unrelated to your phone being unlocked.

I bought mine from someone locally in salt lake, and after I had bought it, i noticed some dust under the screen. When I called HTC, they wouldn't replace the whole unit because there was an engraving on it. But they said they would send me a packing slip and i could send them the phone and they would take it apart and fix it. So hopefully it works.

adamhlj said:
I bought mine from someone locally in salt lake, and after I had bought it, i noticed some dust under the screen. When I called HTC, they wouldn't replace the whole unit because there was an engraving on it. But they said they would send me a packing slip and i could send them the phone and they would take it apart and fix it. So hopefully it works.
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Click to collapse
Hey, I would try calling HTC again and talk to another representative if you want to do a swap for a replacement; sometimes the customer representatives tell you what they know and so they give different responses.
The warranty specifically says:
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.
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That is, unless you want to keep the engraving.
Good luck!