Database Develop

Problem with HTC Support (and the N1 phone) - Need advise

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
Click to expand...
Click to collapse
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.
Click to expand...
Click to collapse
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.
Click to expand...
Click to collapse
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.
Click to expand...
Click to collapse
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.

[Q] Repair Cost in USA

Hi guys, something happened to my HTC one's USB port. In order to get the USB connection to work/charge, the cord has to be held at a certain angle. This is regardless of cable being used. I think it got damaged the other day when it slipped out of my car's phone mount while I was using it as GPS.
Anyone had any experience getting things fixed at the HTC repair center in the USA? Any idea what fixing something like this would cost?

A: I'm going to answer my own question after contacting HTC and Sprint. Here are my options:
1) On-site phone exchange - $19. They send me a mailer, I put my phone in, once they get it they send me a replacement. Likely a refurb.
2) Service Center - I mail it to the service center, they repair it and bill me. They estimated for this issue it would be $120. Benefit, I keep my own phone, although I'm sure they wipe it as part of the checklist.
3) Take it to Sprint, who will do a repair or replacement for $75.
So the risk with #1 and #3, is you will likely get a refurb, which may have the purple tint issue, wear and tear, etc. My luck has been *mostly* good with refubs, but a few years back when I was on T-Mobile, I one time had to get 3 different phones before I got a refurb that was fully functional. No idea how HTC or Sprint's QC is on refurbs.
#2 is the most expensive, but at least I will get my own phone back which I know has had the camera sensor replaced under warranty already and which has already been SIM unlocked.

Be aware of the fraudulent Chinese company Fascardtech!

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-
Click to expand...
Click to collapse
Woah.
Thank you so much for the notification - I will definitely avoid buying from Fascardtech for sure!

Note 4 warranty exchange

Hi,
I having some issues with the finger print sensor so they said they would exchange it out. I'm worried if I might get a referb unit. Anyway to tell if the new device is a referb or not?

nofroyo said:
Hi,
I having some issues with the finger print sensor so they said they would exchange it out. I'm worried if I might get a referb unit. Anyway to tell if the new device is a referb or not?
Click to expand...
Click to collapse
Hmm. ..great point. I'm paranoid about this stuff too...sneaky "" can pull it on you sometimes...
I would say to pay close attention to the metal silver part of the metal frame for any scratches. Also check the battery bay for scratches...

re: check if refurb
nofroyo said:
Hi,
I having some issues with the finger print sensor so they said they would exchange it out. I'm worried if I might get a referb unit. Anyway to tell if the new device is a referb or not?
Click to expand...
Click to collapse
It's easy to tell if the phone is a refurb, all you need to do is download a
free app called "Phone Info" from the play store.
It will tell you if you have a refurb by clicking menu>refurbishment check.
This app will display just about all the information about your phone.
Here is the play store download link:
https://play.google.com/store/apps/details?id=org.vndnguyen.phoneinfo
Check it out!
Good luck!

Did you ask them if you'll be getting a new phone or a refurbished phone?

They don't have refurbished units yet. Small window to exchange for a new one at the moment.

They typically send you everything on new phones (battery, earbuds, back cover) where on refurbs they just send the main phone portion with no accessories. At least this was my experience with the s4.

nofroyo said:
Hi,
I having some issues with the finger print sensor so they said they would exchange it out. I'm worried if I might get a referb unit. Anyway to tell if the new device is a referb or not?
Click to expand...
Click to collapse
they don't have any refurbs yet, they get some in after about 2 weeks, Samsung sends them replacement phones, they told me that when I dialed 611, but 3 weeks ago they didn't have any yet, so I went into a corporate store, and with my receipt, and it was within 14 days, I had it for only 4 days, they gave me a new unit, I gave them the box and never used any of the parts, so everything was still new, I have plenty of chargers and usb cables, so I don't touch the new stuff.
they did that with my note 3.. all the units I received, none were refurbished units, they were replacement units, and yes u can check with the phone info app..

We shall see. Mine will be here Monday.
Sent from my SM-N910T using Tapatalk

Just got my 2014 Note Pro 10.1 replaced, and was sure it was a refurb, but this confirmed it wasn't....even showed how many times the headphone and charger ports had been plugged into! Thanks!

pytyper483 said:
They typically send you everything on new phones (battery, earbuds, back cover) where on refurbs they just send the main phone portion with no accessories. At least this was my experience with the s4.
Click to expand...
Click to collapse
Not always true. I received a brand new replacement unit and it was sent as phone-only.
Like someone else said, it's too early for them to have refurbs yet. Anyone who needs a replacement should hurry and get it now

Not sure how its proof that quantity of charges and headphones inputs means anything. Since I'm sure Samsung can flash the device to show zero when they refurbish them.
Sent from my SM-N910T using XDA Free mobile app

Is there anything that i should test with my note 4. So i can see which one not working if so that i can return it or exchange it

Beware of purchasing the SM-N9600 model for US use

Well, I have had a SM-N9600 now since around September. I opted for the international version due to it being bootloader unlockable. I have had it unlocked and running on Verizon for months now.
Well today, I went walking in the sun at the track. I used the phone as my GPS, in my pocket the whole time, while taking it out occasionally to check my distance. After I was finished I noticed that the screen looked discolored. I immediately made sure that comfort view was disabled, but the issue persisted. There seems to be a hardware failure of some sort effecting the screen. It looks like major burn in, in a perfect pattern in the middle of the device screen that persists even in recovery. Pictures attached of the screen.
I immediately freaked out and called Samsung to inquire about a repair. They stated that they would not touch the phone even if I payed for the repair. They also basically stated that any of their retailers would not touch it as well. So I spoke to a supervisor to verify. He also stated that they would not help me in any way to get my device repaired due to the fact that it is an international phone. So, even if you ask to pay for the hardware failure, you still cannot get a repair.
I called around to UbreakitIfix locations and they all stated that they would not touch the phone as Samsung owns all of their authorized replacement parts.
If anyone has any information that can help me get an authentic screen replacement please let me know.
Just to clarify, the screen was checked for dead pixels as well as any flaws when it was purchased. This all is from today.

@jal3223
My apologies.
I was in a similar situation before and, literally, was like "Take my damn money!" but Samsung US wouldn't budge.
My first suggestion; start with the Reseller. See what they can do (irregardless if it's been one month or several).
Was it purchased with a credit card? Some credit cards offer extended forms of warranty beyond that of the manufacturer.
There are also several vendors on eBay who perform mail-in repairs. Their range of services/specialties vary. Drop them a line.
You could also sell the device "As-Is" to reclaim a portion of your original cost. It does function albeit the burn-in. You may not get exactly what you paid but at least you have something in your hand towards a replacement.
Good luck!

A_H_E said:
@jal3223
My apologies.
I was in a similar situation before and, literally, was like "Take my damn money!" but Samsung US wouldn't budge.
My first suggestion; start with the Reseller. See what they can do (irregardless if it's been one month or several).
Was it purchased with a credit card? Some credit cards offer extended forms of warranty beyond that of the manufacturer.
There are also several vendors on eBay who perform mail-in repairs. Their range of services/specialties vary. Drop them a line.
You could also sell the device "As-Is" to reclaim a portion of your original cost. It does function albeit the burn-in. You may not get exactly what you paid but at least you have something in your hand towards a replacement.
Good luck!
Click to expand...
Click to collapse
Thanks for the reply! Yeah, that's what I have been contemplating doing as far as the selling as is part. It is 100% in perfect condition besides the new screen issue. I guess I could at least get 4-500 toward a new device (this time with squaretrade).
I sent Samsung of Hong Kong an email about it, so I'll report back if they respond.
I used the Amazon credit card on it. Is anyone familiar with the warranty on those?

Here you are:
https://www.amazon.com/b?ie=UTF8&node=16070413011
Middle section of the page.
If you purchased it through Amazon, they too, can be quite quite generous with returns.
As for HK, they have a live chat as well:
https://www.samsung.com/hk_en/support/
It's the start of the business day so you should be able to catch someone.

Seeing as you have purchased a grey import. You would have to contact the retailer, who sold you the device and ask them to repair it.
You should be able to find a 3rd party repair shop, that will replace the display for you, if you look around hard enough. Personally I would contact the retailer and get them to fix it. As they are obligated to repair or replace any faulty products sold.
I wouldn't bother contacting Samsung Hong Kong as it would cost quite a bit to get your device repaired by them.

A_H_E said:
Here you are:
https://www.amazon.com/b?ie=UTF8&node=16070413011
Middle section of the page.
If you purchased it through Amazon, they too, can be quite quite generous with returns.
As for HK, they have a live chat as well:
https://www.samsung.com/hk_en/support/
It's the start of the business day so you should be able to catch someone.
Click to expand...
Click to collapse
Thank you so much for the additional info. I'll definitely check this out and report back.

*Update*
I heard back from the email to the CEO of HK Samsung. He stated that a representative will be getting in touch with me soon. Hopefully that is the case.

I'm curious how this goes. After my screen failed on my n960u1 I didn't dare buy a 9600. Wanted a white 9600 on Verizon but knew if it had screen issues again I couldn't get Samsung to do anything about it on or off warranty. So if they take care of it I'll be surprised
Sent from my SM-G975U1 using Tapatalk

oneandroidnut said:
I'm curious how this goes. After my screen failed on my n960u1 I didn't dare buy a 9600. Wanted a white 9600 on Verizon but knew if it had screen issues again I couldn't get Samsung to do anything about it on or off warranty. So if they take care of it I'll be surprised
Sent from my SM-G975U1 using Tapatalk
Click to expand...
Click to collapse
@jal3223
Yes, please do keep us updated. We can use your experience as a reference for others experiencing similar issues.

oneandroidnut said:
I'm curious how this goes. After my screen failed on my n960u1 I didn't dare buy a 9600. Wanted a white 9600 on Verizon but knew if it had screen issues again I couldn't get Samsung to do anything about it on or off warranty. So if they take care of it I'll be surprised
Click to expand...
Click to collapse
See, I didn't know about the screen issues. I was tempted to buy a new device and to sell this one "as is", but that's before I knew it is a widespread issue. It would be pointless to buy another one because I would be paranoid about it happening again. I was really thinking I could hold on to this device a few years as I hate the new notch trend, but I guess it isn't going to happen. I doubt they will replace it either. One can only hope though. I believe this will be my last Samsung device after owning basically each release over the years. It's a shame of what the company has become with their customer service and blatent disregard of their customers. They were flat out rude to me when I called just for asking them to accept my money for a repair as I know that it is not under warranty in the states. They need to be took down a peg from a competing company.
I guess I could always try myself if all else fails. Has anyone bought from this site? I wonder if it is possible that it really is OEM?
https://www.digitalsupplyusa.com/products/galaxy-note-9-screen-replacement-frame-genuine

jal3223 said:
See, I didn't know about the screen issues. I was tempted to buy a new device and to sell this one "as is", but that's before I knew it is a widespread issue. It would be pointless to buy another one because I would be paranoid about it happening again. I was really thinking I could hold on to this device a few years as I hate the new notch trend, but I guess it isn't going to happen. I doubt they will replace it either. One can only hope though. I believe this will be my last Samsung device after owning basically each release over the years. It's a shame of what the company has become with their customer service and blatent disregard of their customers. They were flat out rude to me when I called just for asking them to accept my money for a repair as I know that it is not under warranty in the states. They need to be took down a peg from a competing company.
I guess I could always try myself if all else fails. Has anyone bought from this site? I wonder if it is possible that it really is OEM?
https://www.digitalsupplyusa.com/products/galaxy-note-9-screen-replacement-frame-genuine
Click to expand...
Click to collapse
Yeah they have some issues with the screens. I have had/seen a ton of these and they have had from screen crackling issues on press, screen burn in or discoloration. I am shocked Samsung won't fix it though even if you pay for it! That is why I dumped all my notes and went the s10+ route for now. Hope to get a pixel 4 and a note 10 when they come out. Have been very disappointed with the fingerprint sensor so far though on the s10+

jal3223 said:
Well, I have had a SM-N9600 now since around September. I opted for the international version due to it being bootloader unlockable. I have had it unlocked and running on Verizon for months now.
Well today, I went walking in the sun at the track. I used the phone as my GPS, in my pocket the whole time, while taking it out occasionally to check my distance. After I was finished I noticed that the screen looked discolored. I immediately made sure that comfort view was disabled, but the issue persisted. There seems to be a hardware failure of some sort effecting the screen. It looks like major burn in, in a perfect pattern in the middle of the device screen that persists even in recovery. Pictures attached of the screen.
I immediately freaked out and called Samsung to inquire about a repair. They stated that they would not touch the phone even if I payed for the repair. They also basically stated that any of their retailers would not touch it as well. So I spoke to a supervisor to verify. He also stated that they would not help me in any way to get my device repaired due to the fact that it is an international phone. So, even if you ask to pay for the hardware failure, you still cannot get a repair.
I called around to UbreakitIfix locations and they all stated that they would not touch the phone as Samsung owns all of their authorized replacement parts.
If anyone has any information that can help me get an authentic screen replacement please let me know.
Just to clarify, the screen was checked for dead pixels as well as any flaws when it was purchased. This all is from today.
Click to expand...
Click to collapse
Try Louis Rossmann. He fixes everything. Lol
Just a quick Google search will drop you at his website. The dude is a very honest genius.

OP feel for you. But this issue or any other for that matter had and has prevented me from buying a device that doesn't come with a local warranty.
Sent from my SM-N960U1 using Tapatalk

Limeybastard said:
OP feel for you. But this issue or any other for that matter had and has prevented me from buying a device that doesn't come with a local warranty.
Click to expand...
Click to collapse
The thing is, I called Samsung before purchase because I have heard in the past that they would not repair them. I explained my concerns to the representative and he said that they would just have to send it to the appropriate location and it would just take a little more time for repair. I mentioned that conversation to the rep the other day and asked if they had a call log or something and he responded "Sir, your more than welcome to send it in, but as soon as they see that it is an international phone they will send it back to you untouched". They are a bunch of jerks over there.

jal3223 said:
The thing is, I called Samsung before purchase because I have heard in the past that they would not repair them. I explained my concerns to the representative and he said that they would just have to send it to the appropriate location and it would just take a little more time for repair. I mentioned that conversation to the rep the other day and asked if they had a call log or something and he responded "Sir, your more than welcome to send it in, but as soon as they see that it is an international phone they will send it back to you untouched". They are a bunch of jerks over there.
Click to expand...
Click to collapse
Did you find out cost to ship and repair it from the region that the device originated from, HK?
Sent from my SM-N960U1 using Tapatalk

Limeybastard said:
Did you find out cost to ship and repair it from the region that the device originated from, HK?
Click to expand...
Click to collapse
No, they said that a representative would reach out to me but I haven't heard anything. There is a 12 hour time difference between us, so I'll probably try again through live chat when I don't have to work.

jal3223 said:
No, they said that a representative would reach out to me but I haven't heard anything. There is a 12 hour time difference between us, so I'll probably try again through live chat when I don't have to work.
Click to expand...
Click to collapse
Why not use DHL or FEDEX with a shipping label back to yourself ? it will cost a fair bit but it’s better than third party repair and cheaper ? As you’re paying for you own postage both ways! I can’t see why they would say no? That’s the only way I’m seeing out of this situation?

N1NJATH3ORY said:
Why not use DHL or FEDEX with a shipping label back to yourself ? it will cost a fair bit but it’s better than third party repair and cheaper ? As you’re paying for you own postage both ways! I can’t see why they would say no? That’s the only way I’m seeing out of this situation?
Click to expand...
Click to collapse
I agree. I'm going to live chat with them tomorrow night though. I hope they allow it.

jal3223 said:
I agree. I'm going to live chat with them tomorrow night though. I hope they allow it.
Click to expand...
Click to collapse
They should allow it! And Good Luck!

I have posted in the Samsung forums on this issue. Come check it out and share please.
https://us.community.samsung.com/t5/Note-9/Screen-Hardware-fault-becoming-more-common-Samsung-refusing-to/m-p/513325#M9187