The HTC One M7 is my third Android smartphone, and as pretty and fast as it is, it is easily the worst phone I've ever owned. I have run into several critical hardware and software problems, and my experiences with the support, and particularly the repair, departments have been abysmal. I was curious whether other people have had these problems.
I was one of the many people with the purple tint. Seeing the threads on here, I opted to grin and bear that situation until some software fix came. I should have sent the phone back immediately for a refund and never looked back.
My second mistake was accepting the 4.06.1540.2 OTA update. That update made it impossible for me to decrypt and boot my encrypted storage. Desperate to restore my month's worth of data, I sent the device into the repair center at my own cost, to repair the camera, and get some kind of fix for the software situation.
Of course, the repair took two weeks, and they casually wiped my storage, so that was a waste. Worse, when sealing my phone back up (from the camera replacement), they made it so my volume rocker would not respond to an "up" press. And for added hell, I found that the 4.06.1540.2 firmware silenced all call audio, making my smartphone a post-phone.
I eventually built up the courage to upgrade to 4.06.1540.3 once that was released, restoring call capability. Months later, as I creeped toward my 1-year warranty limit, I elected to send the phone back to deal with the volume rocker, and a micro-usb slot that had become quite finicky. Third mistake, and by far the biggest.
The repair center was even slower this time, taking over two weeks to make an assessment, and eventually charging me $109 to swap my device because they claimed that superficial damage on a non-intersecting corner of the device "could" have caused my other issues, thus invalidating their warranty obligations. I relented, having spent such a long time without my phone, and got a bright, shiny, new(ish) phone.
Of course, I didn't trust them as far as I could throw them, so I put the new device through their own battery of tests (available from the dialer at *#*#3424#*#*). Unfortunately, what I didn't realize until I took a road trip was that location was only working because of Google's excellent WiFi and mobile network assistance, and that GPS does not work, at all. Since I was unlocked, I took a full backup, and then performed a factory reset in TWRP. Of course, I then realized that the /sdcard/ path is not a separate partition, but a symlink to a /data/ subfolder, and so I lost the backups in the reset. Thanks, TWRP! And, GPS still doesn't work.
I'm now begging support for yet another RMA, and am dreading to hear how much money they will be extorting from me this time around, for a device that was probably sent back for broken GPS by its last owner.
I have spent countless hours on dealing with the flaws of these two M7 phones, particularly haggling with HTC Support, begging them to do what they are legally obligated to do, and reconfiguring the devices after countless factory resets. I bought direct from HTC, and that has not been helpful in the least. Clearly they are more comfortable with the carriers handling customers.
The experience has been bad enough that I am seriously contemplating buying an iPhone next, because these Android manufacturers just don't care about customer support or satisfaction. My last two Androids were not this catastrophically bad, but they were also treated with the utmost indifference by their manufacturers (Motorola and Samsung).
Have you had similar experiences with HTC? How do you handle these problems when they come up? Do I need to hire a lawyer to get a proper repair?
seroaddict said:
The HTC One M7 is my third Android smartphone, and as pretty and fast as it is, it is easily the worst phone I've ever owned. I have run into several critical hardware and software problems, and my experiences with the support, and particularly the repair, departments have been abysmal. I was curious whether other people have had these problems.
I was one of the many people with the purple tint. Seeing the threads on here, I opted to grin and bear that situation until some software fix came. I should have sent the phone back immediately for a refund and never looked back.
My second mistake was accepting the 4.06.1540.2 OTA update. That update made it impossible for me to decrypt and boot my encrypted storage. Desperate to restore my month's worth of data, I sent the device into the repair center at my own cost, to repair the camera, and get some kind of fix for the software situation.
Of course, the repair took two weeks, and they casually wiped my storage, so that was a waste. Worse, when sealing my phone back up (from the camera replacement), they made it so my volume rocker would not respond to an "up" press. And for added hell, I found that the 4.06.1540.2 firmware silenced all call audio, making my smartphone a post-phone.
I eventually built up the courage to upgrade to 4.06.1540.3 once that was released, restoring call capability. Months later, as I creeped toward my 1-year warranty limit, I elected to send the phone back to deal with the volume rocker, and a micro-usb slot that had become quite finicky. Third mistake, and by far the biggest.
The repair center was even slower this time, taking over two weeks to make an assessment, and eventually charging me $109 to swap my device because they claimed that superficial damage on a non-intersecting corner of the device "could" have caused my other issues, thus invalidating their warranty obligations. I relented, having spent such a long time without my phone, and got a bright, shiny, new(ish) phone.
Of course, I didn't trust them as far as I could throw them, so I put the new device through their own battery of tests (available from the dialer at *#*#3424#*#*). Unfortunately, what I didn't realize until I took a road trip was that location was only working because of Google's excellent WiFi and mobile network assistance, and that GPS does not work, at all. Since I was unlocked, I took a full backup, and then performed a factory reset in TWRP. Of course, I then realized that the /sdcard/ path is not a separate partition, but a symlink to a /data/ subfolder, and so I lost the backups in the reset. Thanks, TWRP! And, GPS still doesn't work.
I'm now begging support for yet another RMA, and am dreading to hear how much money they will be extorting from me this time around, for a device that was probably sent back for broken GPS by its last owner.
I have spent countless hours on dealing with the flaws of these two M7 phones, particularly haggling with HTC Support, begging them to do what they are legally obligated to do, and reconfiguring the devices after countless factory resets. I bought direct from HTC, and that has not been helpful in the least. Clearly they are more comfortable with the carriers handling customers.
The experience has been bad enough that I am seriously contemplating buying an iPhone next, because these Android manufacturers just don't care about customer support or satisfaction. My last two Androids were not this catastrophically bad, but they were also treated with the utmost indifference by their manufacturers (Motorola and Samsung).
Have you had similar experiences with HTC? How do you handle these problems when they come up? Do I need to hire a lawyer to get a proper repair?
Click to expand...
Click to collapse
Well, I have only had 1 issue with it- purple tint. Within 5 days, my phone came back repaired. No hassles
I have a perfectly working GPS, volume rockers are perfect, and no issues with the newer firmwares. Looks like you've had an exceptionally bad experience with the phone.
raghav kapur said:
Well, I have only had 1 issue with it- purple tint. Within 5 days, my phone came back repaired. No hassles
I have a perfectly working GPS, volume rockers are perfect, and no issues with the newer firmwares. Looks like you've had an exceptionally bad experience with the phone.
Click to expand...
Click to collapse
I wonder if you had a better experience because of a different repair center. The one that they have me send things to here in the USA is not actually run by HTC, and they clearly don't give a damn. Did you get the impression that you were sending your phone to HTC itself?
seroaddict said:
I wonder if you had a better experience because of a different repair center. The one that they have me send things to here in the USA is not actually run by HTC, and they clearly don't give a damn. Did you get the impression that you were sending your phone to HTC itself?
Click to expand...
Click to collapse
I have had HTC since the Incredible and I have to say I never had any issues with their repair process. I flashed a wrong radio and burned it out on the Inc went back to stock and s-on shipped it to them and they refurbed it within a few hours of it hitting the repair center. My Rezound had a hard brick syndrome (they had an issue of not booting and being stuck in vibrate). They sent me one and had the UPS shipping slip for mine in the box to send them. My One had an odd USB port issue and that was dealt with by Best Buy so I cannot praise HTC on that.
Sent from my HTC6500LVW using XDA Free mobile app
Uzephi said:
I have had HTC since the Incredible and I have to say I never had any issues with their repair process. I flashed a wrong radio and burned it out on the Inc went back to stock and s-on shipped it to them and they refurbed it within a few hours of it hitting the repair center. My Rezound had a hard brick syndrome (they had an issue of not booting and being stuck in vibrate). They sent me one and had the UPS shipping slip for mine in the box to send them.
Click to expand...
Click to collapse
That's pretty amazing. It's like we're dealing with a completely different company. Either way, your stories give me some faint hope that my luck will turn around.
I am sorry that you have had such a bad experience with HTC support. I had the purple tint camera problem and took it to HTC service center for repair. I got it back in less than a week in perfect condition. I guess your service center is simply bad. cant you try another HTC service center ?
seroaddict said:
I wonder if you had a better experience because of a different repair center. The one that they have me send things to here in the USA is not actually run by HTC, and they clearly don't give a damn. Did you get the impression that you were sending your phone to HTC itself?
Click to expand...
Click to collapse
Nope, HTC didnt handle my phone. They outsource repairs to other companies. The repair guys whom i sent it to were general tech repair guys. They repaired it for free as i was under HTC's warranty
But i thought HTC did the repairs directly in US. Looks like i was wrong.
Never had issues with HTC UK - my phone managed to fall prey to a hardware failure where the device ends up in a bricked state after its been charged and for some reason turns itself off then won't turn back on again - this issue was often seen in the HOX and is, fortunately, much, much less common now.
Anyway, HTC UK Support were very fast and helpful, all postage was paid for and they didn't charge me a single penny for the repair as my device was in warranty, I was very happy with the service
I had recieved a faulty M7 when I bought it on 06.13. The volume rocker was stuck. It took me a month -and great help form elevate- to get a replacement after a month. There's no HTC support in Turkey. So the technical support (KVK and Teleservice) is terrible. I have purple tint issue and I need to give my phone for repair, but I'll wait for months and I don't want to.
I guess you can say my tint issue is extreme.
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I sent my HTC one off for repair when the volume rocker stopped working it took about two weeks came back all was fine but then a couple of months down the line my microphone broke and couldn't be heard while talking so of it went but sent it through phones 4u this time. Ended up getting a replacement handset because old one couldnt be repaired but realised it was damaged on the top right corner so sent it back and waited for a replacement. Got a new handset all wrapped in box been using it ever since but my wife has said that she can't hear me sometimes when in call so could be microphone going again but warranty is up I think and don't really want to send it off for repair all I can say is HTC phones aren't that really well built was thinking of upgrading to m8 but have seen there cameras glass is breaking some coming like that out of the box so no more HTC for me I am afraid. Just to add insult had Cerberus installed on phone that was unrepairable installed it on new one and thought I would see if it worked so went on line tryed all functions but nothing was working then realised an arrow next to HTC one clicked it and noticed two HTC ones there my old phone and new one. To my surprise it had took pictures of someone so phone had been fixed and sold on to someone else which they told me was unrepairable couldn't believe my eyes so repair centre's can't be trusted.
Sent from my Nexus 7 using xda premium
fifthelement said:
I guess your service center is simply bad. cant you try another HTC service center ?
Click to expand...
Click to collapse
I didn't know that I had a choice of service centers. I've always begun the repair process by getting an RMA from the HTC USA support website / phone line. Is there another way?
cokey77 said:
I sent my HTC one off for repair when the volume rocker stopped working it took about two weeks came back all was fine but then a couple of months down the line my microphone broke and couldn't be heard while talking so of it went but sent it through phones 4u this time. Ended up getting a replacement handset because old one couldnt be repaired but realised it was damaged on the top right corner so sent it back and waited for a replacement. Got a new handset all wrapped in box been using it ever since but my wife has said that she can't hear me sometimes when in call so could be microphone going again but warranty is up I think and don't really want to send it off for repair all I can say is HTC phones aren't that really well built was thinking of upgrading to m8 but have seen there cameras glass is breaking some coming like that out of the box so no more HTC for me I am afraid. Just to add insult had Cerberus installed on phone that was unrepairable installed it on new one and thought I would see if it worked so went on line tryed all functions but nothing was working then realised an arrow next to HTC one clicked it and noticed two HTC ones there my old phone and new one. To my surprise it had took pictures of someone so phone had been fixed and sold on to someone else which they told me was unrepairable couldn't believe my eyes so repair centre's can't be trusted.
Sent from my Nexus 7 using xda premium
Click to expand...
Click to collapse
HTC warranty after a replacement: the remaining time of current warranty or 90 days whichever is longer. Check to see if warranty is still valid
Sent from my HTC6500LVW using XDA Free mobile app
Code:
I also I'm quite unsatisfied. After upgrading to the latest version a couple of weeks ago, my battery time dropped down from 3 days to 6 hours. Most of the time wifi Bluetooth and Geo localsations are stopped, tht's why it resists for 3 days.
Since the upgrade, with the same config it only resists 6 hours. HTC support has asked for some tests and they concluded the battery was dead, even I explained it can't go from 3 days to 6 hours in 30 minutes they confirmed the first diagnostic.
So I sent the phone to repair shop and had fresh new battery.
You know what!!! It only goes for 6 hours.
I had HTC support again, some more tests their new suggestion is " send your phone again to a repair shop"
HTC phones are great but support horrefull!! !I did had similar experience with HD2 and HD7.
Related
So about 45 days ago I purchased a new Tilt off ebay. Big mistake but the people at Best Buy had me convinced that they stopped making them. Yesterday out of no where my keyboard went dead and my phone started acting up. Currently I can't leave my phone on without it starting the note program and recording sound clips until the memory is full.
At this point I was just wondering what my options are. Will AT&T exchange my phone for a refurbished one? Is there anyway I could sent the phone to HTC to get it repaired. Are there any reliable companies that I could send the phone to? I have heard stories about people just bringing the phone into a AT&T store and getting it swapped out. Am I out $400?
If you got it off ebay, att doesnt want anything to do with it. You can try for HTC support, but i have no idea how HTC is with that kind of stuff.
Do a hard reset, and see if that helps any.
I wonder if it's just a faulty keyboard and it's causing shortcuts to open the notes software.
What other things are happening?
Could be a cable loose inside or the keyboard circuit board could have slipped out of place. This happened on mine.
HTC wont touch an HTC device under warranty without a receipt (from original purchase) Branded devices they wont touch without them coming from the network.
Paid repairs are different, they'll carry out the repairs for you, and invoice you for the repairs. They also charge for a quotation for repairs if you dont get it repaired (£20 in the UK I think, no idea outside of the UK)
If the phone keeps recording notes, it could be something as simple as a button being stuck. my solution with old devices was to mash the buttons as much as possible, and it generally unstuck them.
If your device is 45 days old (to you) then to be fair, its not likely to be an issue that the seller knew about, as its something thats occured since then. Issues can occur at any stage in a devices life, its just unfortunate that yours has chosen now to go wrong.
If you're not looking to pay to get the device fixed, it may be something as simple as opening the case up, and cleaning around the keyboard/extra buttons and re-assembling it, but if you're unsure on how to do this, I'd recommend not trying. When I opened my old 9100 to try and clean it up, something went sproing, and I lost a spring... I could never use the bottom row on the keyboard after that.
I've had good experiences with HTC.
SpugDarktyde said:
HTC wont touch an HTC device under warranty without a receipt (from original purchase) Branded devices they wont touch without them coming from the network.
Paid repairs are different, they'll carry out the repairs for you, and invoice you for the repairs. They also charge for a quotation for repairs if you dont get it repaired (£20 in the UK I think, no idea outside of the UK)
If the phone keeps recording notes, it could be something as simple as a button being stuck. my solution with old devices was to mash the buttons as much as possible, and it generally unstuck them.
If your device is 45 days old (to you) then to be fair, its not likely to be an issue that the seller knew about, as its something thats occured since then. Issues can occur at any stage in a devices life, its just unfortunate that yours has chosen now to go wrong.
If you're not looking to pay to get the device fixed, it may be something as simple as opening the case up, and cleaning around the keyboard/extra buttons and re-assembling it, but if you're unsure on how to do this, I'd recommend not trying. When I opened my old 9100 to try and clean it up, something went sproing, and I lost a spring... I could never use the bottom row on the keyboard after that.
Click to expand...
Click to collapse
This isn't my experience.
I've had a couple of dealings with HTC UK and have been very happy:
1) Ebay-sourced Tornado failed screen - I phoned HTC and from the IMEI number they got the manufacturing date, worked out it was under a year old, and fixed it for free
2) ebay-sourced Artemis - I dropped it, bent the casing. I phoned HTC and they fixed it as a paid repair for 65UKP. This included a complete recase. When I noticed some of the buttons were a bit sticky afterwards, they did a second repair replacing the controls for free, despite it almost certainly being a problem caused by my initial dropping.
3) ebay-sourced Qtek 8500. Had a problem with the LCD failing when the clamshell was flexed. Again, phoned HTC UK and replaced under warranty.
They've been prompt, have native helpdesks, cheap and generally couldn't have been more helpful - definitely worth approaching them. This contrasts with, say, Nokia and is a major part of why I like HTC products.
Ric
Richie V6 said:
So about 45 days ago I purchased a new Tilt off ebay. Big mistake but the people at Best Buy had me convinced that they stopped making them. Yesterday out of no where my keyboard went dead and my phone started acting up. Currently I can't leave my phone on without it starting the note program and recording sound clips until the memory is full.
At this point I was just wondering what my options are. Will AT&T exchange my phone for a refurbished one? Is there anyway I could sent the phone to HTC to get it repaired. Are there any reliable companies that I could send the phone to? I have heard stories about people just bringing the phone into a AT&T store and getting it swapped out. Am I out $400?
Click to expand...
Click to collapse
The first thing u should do is figure out if it is hardware or software related. Just do a hardreset and see if that helps. If not, then its most likely hardware related.
Check in Settings - Buttons what button is assigned to the recorder (usually the one on the left side), remove that assignment.
The button must be stuck or the sensor below it faulty, so it senses that button always pressed.
Richie V6 said:
So about 45 days ago I purchased a new Tilt off ebay. Big mistake but the people at Best Buy had me convinced that they stopped making them. Yesterday out of no where my keyboard went dead and my phone started acting up. Currently I can't leave my phone on without it starting the note program and recording sound clips until the memory is full.
At this point I was just wondering what my options are. Will AT&T exchange my phone for a refurbished one? Is there anyway I could sent the phone to HTC to get it repaired. Are there any reliable companies that I could send the phone to? I have heard stories about people just bringing the phone into a AT&T store and getting it swapped out. Am I out $400?
Click to expand...
Click to collapse
landwomble said:
This isn't my experience.
I've had a couple of dealings with HTC UK and have been very happy:
1) Ebay-sourced Tornado failed screen - I phoned HTC and from the IMEI number they got the manufacturing date, worked out it was under a year old, and fixed it for free
2) ebay-sourced Artemis - I dropped it, bent the casing. I phoned HTC and they fixed it as a paid repair for 65UKP. This included a complete recase. When I noticed some of the buttons were a bit sticky afterwards, they did a second repair replacing the controls for free, despite it almost certainly being a problem caused by my initial dropping.
3) ebay-sourced Qtek 8500. Had a problem with the LCD failing when the clamshell was flexed. Again, phoned HTC UK and replaced under warranty.
They've been prompt, have native helpdesks, cheap and generally couldn't have been more helpful - definitely worth approaching them. This contrasts with, say, Nokia and is a major part of why I like HTC products.
Ric
Click to expand...
Click to collapse
Dont get me wrong, I wasnt slating HTC for their support, I'm with you on that one. I've just seen jobs that have been bounced back from them (rightfully so) and was just giving the worst case scenario, that being that HTC dont actually have to fix it.
the agent or att will not help you, you got it from eBay and even if they help it will be for extra $$ so you may well just override that idea
first thing we must be sure if its hardware failure or software failure
if its software then you need to read lots but eventually you will have to get a new ROM and start from scratch eliminate all 3rd party ( so i advice using stocked ROM)
look at this it might help http://rapidshare.com/files/103168855/HTC_Kaiser_Service_Manual_jas_pik.pdf
this is the repair manual for kaiser
Square Trade
After this happened to me the first time I got some bunk electronics from ebay, I started using squaretrade.com. They will give you a warranty at about 50% of the cost of a Manufacturer/Dealer warranty and have a five day fix/replacement guarantee.
I would like to thank everyone for their reply I can see this is a dedicated community.
Starscreamer said:
I wonder if it's just a faulty keyboard and it's causing shortcuts to open the notes software.
What other things are happening?
Could be a cable loose inside or the keyboard circuit board could have slipped out of place. This happened on mine.
Click to expand...
Click to collapse
Last night I reverted back to my factory rom but this did not fix the problem. Some odd things that I noticed that has me completely baffled is that only the directional keys (up, down, right, left) work on the keyboard but nothing else works. I tried doing a hard reset but that didn't wont since the 2 soft keys are not responding.
jahrami said:
the agent or att will not help you, you got it from eBay and even if they help it will be for extra $$ so you may well just override that idea
first thing we must be sure if its hardware failure or software failure
if its software then you need to read lots but eventually you will have to get a new ROM and start from scratch eliminate all 3rd party ( so i advice using stocked ROM)
look at this it might help http://rapidshare.com/files/103168855/HTC_Kaiser_Service_Manual_jas_pik.pdf
this is the repair manual for kaiser
Click to expand...
Click to collapse
That manual seems very complete if I can't get HTC to fix it I will attempt to fix it myself. Does anyone know if I can purchase replacement part?
There's some hope for you. I bought my Tilt off of Ebay. AT&T warranted it from the day that it hit their network with my SIM card. So although it was originally purchased from AT&T (by the ebayer seller) on Oct 17th 2007, my warranty started December 6th 2007. No receipt required. They swapped it no problem. The TILT has a 365 day warranty via AT&T.
Just make sure you deal with a service center and not the individual stores. Go to attwireless.com and search for "TILT Warranty" .. look for the service center information.
Mine was swapped with no hassle in about 5minutes (I had a rom issue). One note if you go this route, check the replacement! My replacement has key-sticking issues (the right key on the keyboard gets stuck down, etc). The speaker (for phonecalls, not external) also is a little more muted than my old one (I sometimes have trouble hearing people). I may rewarranty it.
*edit*
Here: http://www.wireless.att.com/answer-center/main.jsp?t=solutionTab&solutionId=KB64687
The service centers are contractors (I could tell by their shirts, saying "Company Name: Authorized AT&T Tech"), so I really don't think they care, as long as they can warranty it they will because it is more money for them. Just my thought.
As the above poster said, AT&T WILL do warranty exchanges on tilts bought through ebay or otherwise. I bought one off of craigslist and had it exchanged when a key on the keyboard stopped working. No problem. It is warrantied for 1 year after it is first used on their system.
The people stating otherwise are flat out wrong.
Thanks for the advice guys I was able to take the phone to a AT&T service center and swap the phone for a new one.
Richie V6 said:
Thanks for the advice guys I was able to take the phone to a AT&T service center and swap the phone for a new one.
Click to expand...
Click to collapse
No problem. Glad to hear.
It was a nice surprise for me last week, as I thought I was out $400 for a new one or stuck to using a temporary phone until the Touch Pro came.
KyleK29 said:
No problem. Glad to hear.
It was a nice surprise for me last week, as I thought I was out $400 for a new one or stuck to using a temporary phone until the Touch Pro came.
Click to expand...
Click to collapse
The touch pro is very sexy
congratulations
Richie V6 said:
The touch pro is very sexy
Click to expand...
Click to collapse
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
Click to expand...
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.
Click to expand...
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.
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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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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!
Hi Guys
Just wanted to post my frustration regarding their service center. Its already been a week and the "good" folks there can't get their act together.
Dropped off my phone 7 days ago(Monday) at HTC as it had the much reported faulty power button.As my phone had a few scratches on it, I also asked for a quotation to have the casing replaced.
This is where it gets crazy..
I received an email from HTC 3 days later(wednesday) telling me my phone has been assessed and the quotion is as follows. Except there was no price listed on the email.
As I was out of the country I did not call up the service center for clarification.
Received an identical email from HTC the following day(Thursday) with no price on it as well. I only got back late Thursday night and hence called HTC first thing Friday morning for clarification.
Turns out, HTC records show that I had rejected their quotation when i hadn't even spoken to them!
Anyway, as I had an unlocked boot loader, I was aware that I would be hit with repair fees. However, HTC wanted to change my mainboard because I have a Third Party ROM which I quote, "is illegal!" The thing is, My phone has been rolled back to stock. Complete stock! Which means even the recovery is stock! I kept insisting that my phone is not running on any 3rd party ROM but they sent me a picture of the unlocked padlock saying that that shows I have a "3rd Party ROM installed and it is illegal".
I had an important meeting to attend to so I had run out. The next day(sat) I called HTC to further understand why they need to replace my motherboard and that i have no third party ROM. I also only require them to fix my power button. Turns out the service support guy said I had already accepted the charges to repair yesterday!!!
I told him I have not and would like to speak to the engineer who inspected my phone for clarification. He told me that the earliest I could speak to him is on Monday.
I have called HTC twice so far today(Monday) to have hem transfer me over to that enginnerbut despite them saying they will arrange for him to call me, I have yet to receive his call.
My take is, aside from the complete misunderstanding of an unlocked boot-loader and 3rd party ROM, does anyone know if they need to replace the motherboard just to fix the power button? (which happens to be a known problem with the earlier batches of N1)
I am utterly frustrated with HTC's support for this phone. It's enough for me to swear of HTC entirely and look at Motorola now..
That is just crazy. I have heard many good things about HTC service lately. And its not like the failing power button isn't a known common issue. What the hell HTC.
That's messed up. Don't let up. Keep at it
I have half a mind to make the trip down to the service center to get to the bottom of this. I have a strong suspicion the engineer is not going to return my call and they are simply shafting the Nexus One users..
RogerPodacter said:
That is just crazy. I have heard many good things about HTC service lately. And its not like the failing power button isn't a known common issue. What the hell HTC.
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Well, the dude is not from the US. The HTC service center in his country is probably f*cked up.
musashiken said:
Well, the dude is not from the US. The HTC service center in his country is probably f*cked up.
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oh that's probably exactly the problem. how sucky...
Hey guys
Thanks for replying. Yes the call center is indeed sucky. Despite calling a local number, I get a distinct impression that I am speaking to helpdesk agents in China. (gotta love outsourcing) Anyway, fed-up with them for giving me the run around, I made the trip down to the service Center. (I saw lots of ppl holding on to desire phones waiting for their turn to have their device serviced).
Finally got to speak to the service personnel there and explained to her the entire situation.
The conversation went something like this
HTC Rep: Our records show you have a third party ROM. That will constitute a motherboard replacement.
I patently explained to her that I have an unlocked boot loader which means all i did was void the warranty. It does not require a motherboard replacement.
Her next response was, "the power button is connected to the motherboard which would require the mother board to be replaced".
I told her I was skeptical about that as there is a widespread belief on the internet that HTC's SOP is to replace the motherboard of any Nexus one that has an unlocked boot loader. Secondly, this is a known defect of the early batches of Nexus ones and I do not appreciate how my case was being handled.
She said she will have an engineer come out an explain it to me.
So i waited, while she went into the backroom. After several minutes, she emerged unaccompanied and told me that they had waved the charges to repair my power button!
Secondly, she gave me the quotation to replace the scratched casing and asked if I agreed to it. Of which i readily agreed! (I had asked for that in the first place)
Lesson learned is to keep pressing HTC to see the engineer who assessed the phone. I have a feeling the engineers are not interested in facing the customer and will fix the power button, should it come to that
The Singapore HTC Service Center always messes things up. I hated my experiences there.
When I came into the service center at Keppel Towers there was no proper signage or instructions on how to get a queue number and I had to figure it out after 5 minutes of roaming around in the room during my first time there.
I specifically told the CSO that I wanted the courier guy to call me before delivering the items and he never did. Twice he appeared at my office without calling me.
Btw, how much were you quoted for the casing change?
Cost me SGD $224.70 (inclusive of GST) It's definitely steep. But if you went the DIY route (voiding the warranty and possibly breaking the phone) a replacement casing will set you back USD$90.
You can buy it here.
http://mobile.brando.com/google-nexus-one-replacement-housing_p05399c0670d088.html
Wow, I'm in the US and had a great experience. My power button went out so I called them on a Saturday and talked to a very nice lady who simply asked if I wanted it repaired of replaced. I opted for repair.
I sent it via Fed-Ex Monday afternoon and got it back Thursday morning. It was rooted and running the leaked Froyo but came back locked on stock 2.1 with a different IMEI number. I assumed they just switched phones instead of repairing it, but now I'm not so sure, maybe the motherboard thing is true or maybe they do replace them if they're rooted. Dunno why, I had it rooted and running Cyan an hour after getting it back, but I would be interested in knowing if I have the same phone with a different motherboard or a different phone.
But they didn't give me any hassles with the rooting or custom rom. I got an email saying it had arrived and they were assessing it's condition, and one the next day saying it was ready and would be delivered the next day, and that was the end of our interaction.
Guess the N1 users in Singapore arn't so fortunate. Anyway, I should get my phone by tomorrow...After which i'll try the alternate root approach (where I dont have to unlock the bootloader) cos I probably wont be so lucky the next time around
Mine is sent in for dust under the screen for the 2nd time already. I called the other day to check the status since it's been over 14 days and I have not received it back.
I was told that every time your phone is sent in for repair that they change the imei number, and in order to do that they have to swap out the motherboard. Now this may not be correct but this is what I was told.
Also I was informed that they are in the process of relocating their repair facility to another location and my phone will be another week or so. I am now going on 3 weeks without it.
When i sent it in the first time for dust the screen was not loose, when I got it back and pulled it out of the box it was loose.
I know that this is not the power button issue but I was just throwing in my experience and what I was told about the imei/motherboard deal.
Guys
Just got my phone back! Power button is working now but guess what...My bootloader is stillUNLOCKED. They did not replace the motherboard. My phone was still on the FRF83 ROM and the moment I powered it up, i got the OTA update for FRF91.
After all that drama where HTC tried to shove down my throat that I needed to change my motherboard, they did not need to do it.
I am happy I finally got my phone back but I am really, really furious about this whole thing cos that just proved that they were trying to rip me off..
HTC has lost one customer.
I have a totally different experience
I got the button broken, expected to be charged and sent to the service center.
Ended up not charging me, and they replaced the motherboard, the button, and the track ball.
Everything done without charge, *OUT OF WARRANTY*
Repaired mine myself. Got the part through ebay for $24.00. Google search shows step by step. Not a big deal. Works like new.
Sent from my Nexus One using xda premium
Has anyone been able to dispute a repair charge and does anyone know if there would be charges if the power button was not working?
I just want to share my story and am wondering if investing $400 of repair charges on top of a $530 phone is worth it.
4/7/10 - Purchased N1 (Compatible with 3G on AT&T U.S.) from Google Webstore.
6/7/10 - Begin having 3G data & phone signal loss in New Orleans. Contacted AT&T and was told they were having tower issues in the area. Spent one week using 2G instead.
6/13/10 - Went to AT&T store to check on service. Got a brand new SIM card that worked on another phone. At this point, carrier issue has been ruled out
6/14/10 - Phoned N1 support, performed a master reset and then got transferred to HTC for warranty support. It was either replacement or repair. Chose replacement option.
6/17/10 - Received replacement phone and shipped my original phone back to them the very next day.
6/23/10 - Received email for a $196(!) repair quotation. Phoned into HTC support and was told that it was a customer induced motherboard damage. I asked for more details on the damage & charge, and customer service said that they need information from the "warehouse" and get back to me. Never heard back from CS.
7/10/10 - New replacement phone shut off by itself and could not be powered back on.
7/11/10 - Called N1 support and performed master reset which did not work. Got transferred to HTC support but a case cannot be opened because the previous case was still outstanding. The customer serivce rep confirmed that the case notes stated that I had called for more information, and they were supposed to get back to me. I was told that I need to talk to a supervisor for further support and they do not work on weekends.
7/12/10 - Called HTC support and spoke to a supervisor. Basically she told me that my options are
my options are either to pay the $196 and close the case or wait up to 48 hours to get the details back from the "warehouse". Either way, no replacement can be processed until the previous case is closed. I was told that there is no way to:
1. Get the open case closed temporarily so a replacement for my current issue can be dealt with.
2. No other person beyond the supervisor(s) I can talk to.
3. No way to escalate to the wareshouse to speed up 48 hours needed on getting the previous repair details.
4. No one can do anything else for a customer who is going through an exception situation.
5. No clear instructions on how to dispute a repair quotation.
All customer service reps sounded pleasant but HTC has procedures that do not support customer satisfaction. Here are somethings that I find completely unsatisfying. Neither phones have been rooted, tempered with, dropped, or water damage on neither device.
1. First let's talk about 2 defective phones.
2. Sending repair quote to customers demanding payment without more information is unacceptable.
3. Blaming customer for self-induced damange while there is a known 3G issue for the N1.
4. Not getting back to customer on repair details is also unacceptable.
5. Not being able to open more than one case is absurd. In my situation, we're dealing with 2 different issues but for some reason, one is related to the other in the system.
6. Where is the repair charge dispute process documentation?
7. The is no exception to the "normal" escalation process is a huge gap. Basically I was told that after the supervisor level, it goes to the "warehouse". No one can talk to the wareshouse without going through the 48 hour escalation process.
8. Tell customer that damage maybe water related when the battery has no record of such.
You studiously do not deny self induced damage.did you break it? We're not here to play guessing games.
Sent from my Nexus One using XDA App
Hi
I faced a similar situation as you. My power button went wonky and I sent it in to HTC for servicing. It was a very tiring ordeal for me.
The HTC support (in Singapore) kept insisting that my motherboard needed a replacement and they wanted to charge me for it as I had an unlocked bootloader and was unable to claim warranty.
I kept arguing with their phone support that I just wanted my power button fixed and I was skeptical that that required a motherboard replacement. They kept insisting that I needed to replace my motherboard in order fix the power button.
As I was getting nowhere with phone support( I spent 3 days arguing with them) I made a trip down to their service center to try to speak to the engineer actually servicing my phone.
Had a similar argument with the CSO there who repeated the same BS to me and finally said she will go inside and have the engineer come out to explain further. So I waited. After several minutes (of which i believe she was informing him that there was an angry customer outside), she emerged alone and said they will wave the charges for the button repair.
Do you know what disgusts me the most about this entire ordeal?
When i finally received my phone back from them, they repaired my power button but my boot loader remained unlocked!
They did not need to replace my motherboard!
IMO, HTC simply wanted to replace the motherboard cos I had an unlocked bootloader. What better way to make easy money then to milk me with an unnecessary but expensive repair simply cos I voided my warranty. It' s unethical and personally, HTC has lost any future business from me.
It ironic as I bought my phone from Google.
caysman said:
You studiously do not deny self induced damage.did you break it? We're not here to play guessing games.
Sent from my Nexus One using XDA App
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I'm putting my money on an unlocked bootloader
No I have not unlocked or rooted neither phones. My replacement N1 received the Froyo push. I did not even install it myself. Seriously there was no tempering, dropping, or water damage on neither device.
I would agree that HTC is passing repair charges to customers because it makes good business sense. It'll be highly unlikely that I am going to purchase another HTC phone.
TangBiz said:
All customer service reps sounded pleasant but HTC has procedures that do not support customer satisfaction.
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Exactly my thought. I've had my phone repaired for almost a whole month now and I still have no hope of getting it back.
The customer service is nice but they are absolutely useless. Everything regarding the actual status of the phone has to be initiated by the escalation team or warehouse, and I highly doubt that they give a **** of the customers.
TangBiz said:
No I have not unlocked or rooted neither phones. My replacement N1 received the Froyo push. I did not even install it myself. Seriously there was no tempering, dropping, or water damage on neither device.
I would agree that HTC is passing repair charges to customers because it makes good business sense. It'll be highly unlikely that I am going to purchase another HTC phone.
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Has this been resolved?
If you haven't unlocked the bootloader, then there's no reason to charge you for the repair. Definitely talk to a supervisor and don't be afraid to insist that the phone if fully covered under warranty and they need to replace the unit or repair it.
I guess HTC support is 50/50, i've read that many HTC sends over a new phone the next day i guess it depends on certain malfunctions they do that. You should find out on what malfucntions do they send phones right away, and claim that as the problem.
KidTech said:
I guess HTC support is 50/50, i've read that many HTC sends over a new phone the next day i guess it depends on certain malfunctions they do that. You should find out on what malfucntions do they send phones right away, and claim that as the problem.
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I'm getting my rooted/unlocked phone repaired for free. So yeah, it really is 50/50!
My headphone jack started wigging out and thinking there was a headset plugged in when there wasn't. I also explained that I started to see dust coming in underneath the screen in the bottom left corner.
I opted for a replacement. I got it the next day. New one is great. Bootloader was unlocked and no charge was issued.
I would be livid. How old was the original phone with the "broken motherboard"? April? Well all hardware defects are covered up to 1 year. If the phone casing shows no physical signs of abuse yet the motherboard is broken... then that is a ringer that it is a manufacture defect.... especially if you'd had the phone for 2 months.
If there are no signs of physical damage and the water sticker is clean then you have full entitlement to your warranty. This includes motherboard replacements.
Be aware of the fraudulent Chinese company Fascardtech! I purchased a smartphone a year ago from Fascardtech and and the phone has never worked properly. The sound would not work unless I had my finger pressed against the back cover. Everything else seemed working. I returned the phone for an exchange/repair. About a month later I was told that the phone does not work at all and guarantee does not apply! I was shocked since everything beside the sound worked when I sent the phone back.
A month of an exhaustive e-mail communication followed. At the end Fascardtech suggested to either repair the phone for $80 or send it back to me for $22 without any repairs.
Despite my huge disappointed with the customer service I agreed to the $80 repair cost.
About three months later I have received an e-mail update reading the phone returned from repair and has not been fixed and is therefore being sent for a repair once more.
One month later another e-mail came claiming 12 month warranty period is over and the phone has not been fixed. Meanwhile another damage somehow happened to the phone, the display cracked but they are willing to send me a new phone, even a newer model, if I pay a fee.
At this point I finally understood that there is no point to continue in this nonsense and that the company is fraudulent! However, they sent my phone back at the end - with missing cover, screws and other components. After difficulties I booted the system, which seemed to be functional, although the sound system was again not working. I have also found data of another person hence I assume the phone has been switched.
Please be aware of the highly unprofessional manners of Fascardtech, make yourself a favor and stay away!
marekpesko said:
-snip-
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Woah.
Thank you so much for the notification - I will definitely avoid buying from Fascardtech for sure!