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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'm disgusted...

I don't want to sit here and ***** but I need to let some of this off my chest.
My gf bought me a brand new diamond from the Europe (no proof of purchase).
Now I'm not totally concerned with the battery life, speaker volume, in-call volume, etc as I know tweaks will show up for this phone slowly slowly.
My main concern that is KILLING me and I'm afraid I can't do anything about it is my screen. Its crystal clear, but I seem to have two spots at the bottom of the screen that turn yellowish on a white screen and whitish on a black screen?
Is it safe to assume I got a faulty unit and I'm pretty much stuck with it?
I'm honestly extremely furious with this, and they are not that visible unless im on certain screens but knowing that they exist simply kills me.
I have attached a picture which should give you a decent example of how it looks. Its not that visible with this shot. One blotch right above the HTC logo and the other to the very left of that.
http://i50.photobucket.com/albums/f342/burns959/SPM_A0027.jpg

Call HTC service/support they should do an in warranty repair. There is no need for proof of purchase because they can just warranty it off the build date. I had to do this with one of my Tilts, did not have a receipt but they repaired it under warranty for free based off the build date. It did take 2 weeks for the whole process though.
Jeff

HI,
The battery life and other tweaks are already around and they have a made a massive difference to my diamond. (latest UK rom and a few tweaks)
You should not be stuck with it... have you called HTC ? how come you have no proof of purchase ? Even so you should still be able to contact HTC give them the serial number and be able to send it back. You may have to wait while it is fixed but hey its worth it.
The only other option is to buy a new screen (about £70) and fit yourself.
I can see how it would bug you just knowing the screen issue is there, but i am sure you are not the only person to have a fault, these things do happen.
I would be interested to hear what HTC have to say.

Vector-SS said:
I don't want to sit here and ***** but I need to let some of this off my chest.
My gf bought me a brand new diamond from the Europe (no proof of purchase).
Now I'm not totally concerned with the battery life, speaker volume, in-call volume, etc as I know tweaks will show up for this phone slowly slowly.
My main concern that is KILLING me and I'm afraid I can't do anything about it is my screen. Its crystal clear, but I seem to have two spots at the bottom of the screen that turn yellowish on a white screen and whitish on a black screen?
Is it safe to assume I got a faulty unit and I'm pretty much stuck with it?
I'm honestly extremely furious with this, and they are not that visible unless im on certain screens but knowing that they exist simply kills me.
I have attached a picture which should give you a decent example of how it looks. Its not that visible with this shot. One blotch right above the HTC logo and the other to the very left of that.
http://i50.photobucket.com/albums/f342/burns959/SPM_A0027.jpg
Click to expand...
Click to collapse
Since youve got this device early in its life (WAAAAAAAY under a year) get in contact with HTC and they will probably just ask for the serial number from under the cover.
I returned my TyTN after around 2 months to get the screen alignment issue fixed, they didnt ask for proof of purchase even though I had it etc....so wasnt a problem.
Had this been a year later then it might be a different story
Get onto HTC about it....and be calm with them remember this sort of thing always happens with consumer electronics it is nothing personal.

No it's not very visible!
Do you need proof of purchase for a repair? It's not like it could be out of it's warranty. If you do then contact the retailer or get a bank statement.
You're not alone though. I have a small guy inside mine waving a torch at me just above the home key. He's a little sh*t, but I'm the bigger person so choose to ignore him.

I have to agree with these guys. I'm on my 3rd or 4th HTC product and I'm here to tell you that their service is SECOND TO NONE.
They are one of the few companies if you call their customer service, they actually answer the phone, speak english and resolve your problem without putting you on hold.
Call them, you shouldn't have any issues.
Mark

Wow, I already feel so much better. I mean i was so hyped up with the VGA screen with this phone but it did let me down. I hope HTC acknowledge this problem and fix it for me.
I had initially contacted HTC America for repairs and they told me to call Europe. I did but they were closed. I sent out an email to HTC europe and I'm waiting for a response. Maybe it's better if I pick up the phone and call them in person?
I will report tomorrow if anything happens in regards to this topic.

UPDATE:
I contacted HTC America and told them about my problem, and to my surprise they were extremely helpful thus far and are taking my phone in for repair.
They asked where the phone was purchased and I told them, but did not ask for a proof of purchase.
I will be sending it out tomorrow and hopefully receive it back in 2 weeks time maximum. After that, let the modding begin
+1 for HTC support - really great service.
EDIT:
Forgot to mention; First person I talked to was not able to help me out and told me to contact HTC Europe. Hung up the phone and called again and I went right through

Vector-SS said:
UPDATE:
Forgot to mention; First person I talked to was not able to help me out and told me to contact HTC Europe. Hung up the phone and called again and I went right through
Click to expand...
Click to collapse
some muppets do occasionally escape form jim hensons workshop!

Had to send mine in for repair due to the earpiece speaker had an annoying buzz at medium to high levels. Called HTC UK, told them the problem, they said they can repair it no problem, they sent an UPS delivery driver to collect my phone from my house. They received it next day.
Took about 10 days in repair but came back today well packed in a small box, gave it a good test and it now works perfectly .
When I received it back they left the test rom, radio and boot screen on it and wiped the internal storage. Made a backup before I sent it though .
First repair I have sent to HTC as usually all my HTC phones I have are through Orange UK and if I have any faults, they send out a replacement handset in less than 24hrs to the door, driver gives me new phone and I give them the faulty one .
For excellent customer service I give HTC a 10 out of 10

So maybe I should wait a couple more weeks before I send it in. Then there is a possibility of a replacement with a working US 3G version

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
Click to expand...
Click to collapse
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.

Warranty Exchange, Be Careful!

I took my Tilt into a walk in Warranty Exchange location in the Atlanta area and had a very BAD encounter.
My phone would hang at the AT&T screen. They took my info and said have a seat. He came out and ask me if I charged my battery over night, I said yes. He then told me that charging the battery over night had damaged my battery and I would have to buy a new one for $47. I got very upset and challenged him to show me in the users manual where it stated that, he could not.
I protested until he returned my old [perfectly good] battery to me and swapped out my phone.
I took the new phone to my car and made a call to check it out. The sound had a bad buzz in so I went back inside and ask for another phone.
He took the phone and some how brought up a screen with thin lines all across it and said "You have cracked the screen in two places, you will have to pay for this phone." I went ballistic because I knew he had given me a phone with a cracked screen. The cracks are not detectable unless you bring up the screen with thin lines.
I borrowed a phone and dialed 911 and had the police come. I had several witnesses that I only had the phone for 5 minutes and had not dropped it.
They gave me another phone to keep me from filing fraud charges against them.
Bottom line:
1. When you bring a phone in for exchange, make them check it in front of you for screen cracks and water damage.
2. Put your name on your battery so they can not change it with a bad one.
3. Check for screen cracks, water damage, and other physical damage(USB plug) on the new phone in front of them.

wow thats messed up. You should of taken the guys name down and called it in to At&t.
I had to warranty exchange my device for a broken ExtUSB plug and it was a hassle free expereince. Guy looked at my phone,asked me if i needed to back anything up, was walking out with a brand new device in 15-20 min.
I would definately call and file a complaint against the guy. Even threat to report them to the Better Business Bureua if theres one in your area.

I agree with being careful, but I have to say
I have had the same experience as fone_fanatic. I'm in Atlanta as well, and have used one of the walk in centers near my work three times in the last year. Once for my Tilt, (because I broke the mini usb with the stylus) and twice for my wife swapping out RAZRs. They've always been very good guys to deal with. I expected trouble about the usb port, but there wasn't any. I told them it wouldn't charge, and they came back in a few minutes with a "new" Tilt. I even did the "debloating" of the ROM at the counter in front of him.
When my wife complained that she didn't want a third RAZR, the tech said he could only exchange for the same phone, but told her to call the 800 number, and told her what to say to the phone support people to get another model, so now she has a shine.
Anyway, I'm sorry you had an A-hole, but I think most of the techs ther are decent people.

I had the USB plug issue, which actually will ALWAYS happen eventually, due tot he HTC port not being standard. Good news though, 2 returns of a tilt and they [warranty] gave me a free fuze, which, although having the SAME port as the tilt, comes with a dongle from HTC that has a standard port on one end, an HTC port on one end, and a mic port also, pretty nifty.

[Q] I just bought a TyTN II

Greetings
I just bought a TyTN II from ebay.. I thought it would be a nice addition to my ever so small collection of PDA's, and it was relatively cheap.
Here's the link (remove spaces):
ht tp://c gi.ebay.com/ws/eBayISAPI.dll?ViewItem&item=260569169356#ht_3409wt_1276
Now, the seller claims it to be 100% oem, but I'm not completely sure.. In case it's a knockoff, I'll use Paypal to get my refund
So my question is, what do you guys think? is this the real deal, or just another fake TyTN II? I've heard about the knockoffs, but I havn't seen anyone.

You call that cheap? That's the real deal though.

yeah well, it's about 1/4 of retail price back in the days it's not too bad for nice little gadget like that
the auction doesn't display any photos of the actual phone, but I'm pretty confident that it's a legit OEM phone by the description, price and the claims made by the seller that it's "100% brand new & genuine or money return", even though it ships from HONG KONG
Anyway, what would a knockoff be like? and what's the price for one of those? What would one look for, in order to spot the knockoffs?
Cheers

Sorry for bumping this thread, but can anyone else confirm this is the real deal, so I can have some peace of mind?

Show us some real picks of it and we will tell you 100%
We know about this phone not the knock off's. If it doesn't look like the one in the pics then it's not what it says it is. It's a 3 year old phone, I wouldn't worry so much about knock off's.

Well, that would be like getting a picture from e.g t-mobile of the specific device you're gonna order. The seller is a powerseller with several (10+ in description) htc tytn II's.. When I ask him he keeps reassuring me that the phone is as described with official specs and pics from HTC and that it's 100 % brand new & genuine.
Would you feel good about this, or would you prepare for a full refund?

Well, I just got my Kaiser Eventhough it's a KAIS100, it has a front camera in addition to the rear-facing one. HTC could confirm it was the real deal, but... i think about the ONLY thing OEM in the package was the phone.... There were 3 chargers in the package (none of which fit !!!!) and i'm not too sure about the battery which said DynaPack on the outer side, and had å chrome-like inner side.
and btw, the battery is behaving weird. the phone takes a very long time to charge. lets say i have 50% battery, and i start charging for 30 min, and i end up with 55% battery.. then i reset my phone, and upon boot i all of a sudden have 82% (for instance)... i don't know if it's just old, or fake..

hanskl said:
Well, I just got my Kaiser Eventhough it's a KAIS100, it has a front camera in addition to the rear-facing one. HTC could confirm it was the real deal, but... i think about the ONLY thing OEM in the package was the phone.... There were 3 chargers in the package (none of which fit !!!!) and i'm not too sure about the battery which said DynaPack on the outer side, and had å chrome-like inner side.
and btw, the battery is behaving weird. the phone takes a very long time to charge. lets say i have 50% battery, and i start charging for 30 min, and i end up with 55% battery.. then i reset my phone, and upon boot i all of a sudden have 82% (for instance)... i don't know if it's just old, or fake..
Click to expand...
Click to collapse
I have had three batteries so far for my Kaiser. One was the " chrome type " back, that was the original and the other two were cheap replacement batteries that were all black except for the terminals. They all worked the same.
I would just buy a new battery , seeing as the phone is new to you. Might as well start out with a new battery too.. If HTC ran the serial number and says the phone is legit, I wouldn't worry about wether it is real or not.

DENNCCOOOO
What he said.

Well, it seems its actually a modified AT&T Tilt with a added front camera. Void seals were broken, I think both front and backcover is fake, and the voicedialbutton doesn't show a image of a "speech bubble" but PTT (which seems to be used on AT&T phones)

An ATT Tilt is still a Kaiser..

papabear said:
An ATT Tilt is still a Kaiser..
Click to expand...
Click to collapse
Ok, a Kaiser has a front camera, does the Tilt?
That's pretty strange, they replaced everything but the insides? The Keyboard isn't from a tilt (as far as I could tell).

ChumleyEX said:
Ok, a Kaiser has a front camera, does the Tilt?
That's pretty strange, they replaced everything but the insides? The Keyboard isn't from a tilt (as far as I could tell).
Click to expand...
Click to collapse
Yeah, very strange indeed. It seems as they took a tilt, put on a front camera, changed the housing and keyboard (it's not even a wwe keyboard - it has some chinese letters and other layout on the Fn-keys) and hspl'ed the phone with the first OliP0f hspl.... Either way, after confronting the seller, he did admit that it wasn't a unlocked HTC TyTN II, because they got the best prices on these phones from carriers... He also proposed to give me a 70 USD refund, and a HTC bluetooth headset as a compensation, after i expressed my dissapointment with the phone.
Well, i'm still not sure if the battery is OEM, and also if the housing and keyboard is OEM, but i guess i'll never know for sure