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
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.
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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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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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!
The front speaker on my captivate has quit working. I purchased the phone from Best Buy so I assume I have to go though Samsung. Anyone have experience with Samsung's warantee procedures?
cypho said:
The front speaker on my captivate has quit working. I purchased the phone from Best Buy so I assume I have to go though Samsung. Anyone have experience with Samsung's warantee procedures?
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It sucks. My phone was randomly shutting down and I called AT&T. After several transfers, they connected me to Samsung warranty department. They told me I had to ship my phone back to them and they will do some diagnostics on it and might fix it or might send me a different one (didn't say a brand new one). Meanwhile, I am on my own. I probably needs to take my old phone out and use it for a week or two. Because my issue is not so major, I still haven't sent mine back yet.
You mean the one you listen to calls with? I've never heard of that one going out. The rear one is common and is typically easily fixed. I just returned mine a couple weeks ago without a problem. Bought it at Wally world but it's all ATT so you can go through them. We have a repair center in town that does returns on the spot. Walked in, told them it was shutting down, gave me another one. Wasn't new though, but a refurb.
Yea, the speaker you put up to your ear. The speaker is not actually broken, it is the headphone jack - it constantly reports that headphones are plugged in thus muting the front speaker. At first the problem could be temporarily fixed by blowing air into the headphone jack (would fix the problem for 5 minutes - 1 day) but that trick is no longer working. Sticking a plastic stick into the headphone jack and pushing to the left will fix the speaker but as soon as I release the pressure the speaker goes silent again.
That is great news that ATT will swap it for refurb on the spot. I don't know how I could do without my phone for a week or two if I had to ship it to samsung...
axis01 said:
You mean the one you listen to calls with? I've never heard of that one going out. The rear one is common and is typically easily fixed. I just returned mine a couple weeks ago without a problem. Bought it at Wally world but it's all ATT so you can go through them. We have a repair center in town that does returns on the spot. Walked in, told them it was shutting down, gave me another one. Wasn't new though, but a refurb.
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axis01, thanks again. I went to the ATT repair center and walked out 4 minutes later with a new captivate. AWESOME. Thanks so much for that tip.
axis01 said:
You mean the one you listen to calls with? I've never heard of that one going out. The rear one is common and is typically easily fixed. I just returned mine a couple weeks ago without a problem. Bought it at Wally world but it's all ATT so you can go through them. We have a repair center in town that does returns on the spot. Walked in, told them it was shutting down, gave me another one. Wasn't new though, but a refurb.
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Yeah, if there is a repair center near you, then you are in good shape. If not, you have to ship it to them and that would really suck.
Samsung warranty takes about a week or two for them to repair your phone. You wont get a new one.
Here is a list of ATNT service centers:
http://www.wireless.att.com/answer-center/main.jsp?t=solutionTab&solutionId=KB91429
You are better off going to them. Less hassle and they will give you a refurbishment phone or maybe even a new one...
Trust me. I complained to samsung about the gps. They filed a repair claim and sent me a label. They had my phone for almost two weeks and claimed they replaced the parts. Got the phone back and it still sucked. Went to my local device center and the kid swapped the phone out and it works fine now.
Contact the AT&T Warranty Exchange at 1-800-801-1101 and tell them your issue. They'll send you a refurb by mail that won't include the battery or battery cover. Once you receive the phone, you have about 10 days to return it to them or they'll charge you for it until it's returned. You send the old phone back to them in the same box they shipped it in free of charge to you.
Sent from my SGH-I897 using XDA App
make sure you make copies of all the labels on the return box, once you sent it back you have no way of tracking it without the number on the label. I read some horror stories where people were charged by ATT for the replacement phone because they could not locate the returned one in their own warehouse (they use a 3rd party shipping company and do not share RMA information!!)
Hey everyone, this past weekend I dropped my HTC One in the toilet and apart from feeling like an idiot I have some issues. I quickly rinsed it off and put it in rice after I dropped it. This was on Saturday night and it is now Monday afternoon. The phone seems to be working fine apart from the SIM card. It is not reading my SIM card and I have tried using other SIM cards that I know are working. I get a little icon in the status bar with a SIM card and an exclamation mark. I have been reading and heard that a loose SIM is a common issue with these phones so I tried putting a small piece of paper in with the SIM and the tray in order to tighten things up in the phone-made no difference. I didn't really expect it too as I am more than certain it is because of the water damage. I am not entirely sure where the water damage indicator is but from what I have read I am assuming it is in behind the flash. In my flash I see a white square with a smaller yellow square on top of it-no red whatsoever. Is this the only water damage indicator on the phone??
I called HTC and they are sending me a new SIM tray to try with the phone. I am almost certain this is not going to help but I didnt want to tell the lady I dropped it in water so I went along with it. She said that if this doesnt work I can send my phone into HTC in order to have it repaired as it is still under warranty. I have heard that HTC service is a real pain in the ass...anyone have experience with them? I cannot send the phone back to my carrier as I bought it on eBay and I believe it is an AT&T phone as it has the AT&T symbol on the back--I am with ROGERS in Canada. I have contacted the person I bought it from in attempt to figure out where it was bought from and if he has proof of purchase. (He was also in Canada). He also said the phone was a factory unlock. I went to a repair shop today and they said they would probably be able to fix it for around $75. They also said there will be very slight damage along the edge from them opening up the case. (this doesnt really bother me, it sounded very minimal).
Anyways, I am probably going to wait for my SIM tray to come in than call HTC again when that doesnt fix the problem. I was told I would have to pay shipping to send my device to HTC but the repair and return would be covered. Before I send the phone away I want to be sure that the only water damage indicator on the HTC one is that in the camera flash. Can anyone confirm this? I am worried that HTC is going to tell me to go through my carrier in order to get a replacement but I guess I will figure that out in the next few days.
Just got my phone working again! Sprayed some compressed air in every one of the ports including the SIM and did a hard reset and right away it was working again