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Outright Deception of O2 Hong Kong!

I dropped my xda II last week and I couldn't switch it on. I took it to the O2 Hong Kong for repair. As the warranty had expired, I need to pay and that's alright. They said the mainboard is out of order and needed be changed and charged me $1250-HKD (about 160-USD)! Wow, that's expensive and so I took the unit back. I then, through a friend, got the unit to a local shop for repair. WTF! He said it was only the on/off switch damaged and that's why I couldn't turn it on. He repaired it within an hour and charged me $100-KHD (12.8-USD)!!!!
That's the way the official dealer operates. I am not angry with the high cost of repair. If it was really the mainboard damaged, I could bear with the cost because I damaged it. But they are outright liars and just want to make a fortune by telling lies to customers.
To be honest, xda II is a fine piece of kit and I owned a xda I as well. But I'm fed up with the dealership and the after-sales. (apart from this time, there've been so many bad things about O2 Hong Kong). I won't buy any products from O2 any more.

As unbelievable and downright illegal as that sounds, that problem is very common within the world of mobile phone repairs.
Best to always check like you did, first with the dealer and then a third party to see if there are any differences in what they say.

hey, can you tell me the name & location of the 3rd party repair shop u found. My XDA is fine for now, but would love to know who really knows how to handle them around here. You know - just in case.
Thnx

Rpair Centre in the UK?

HI, I hope someone can help.
I have an out of warranty Blue Angel (O2 XDAIIS)
Has anyone got contact details of anywhere that could do a repair please?
I have found reference on here to Anovo Digicom, but can't find any contact details... Any others that may be able to do a repair?
cheers

i just got my imate jasjar back from a company called sbe http://www.sbe-ltd.co.uk/ who are the uk service center for imate. very nice people but slow service (2 weeks!)

er... and it would appear they havn't fixed the fault...

http://www.htceurope.com/
just got a mda compact repaired by them they do mda and orange M range of phones, so they should be able to do the o2 xda.

To SBE's credit i called them today about the phone they failed to repair. They were ver appologetic and are going to collect it tomrrow and repair again all at their expense.

tintoy said:
i just got my imate jasjar back from a company called sbe http://www.sbe-ltd.co.uk/ who are the uk service center for imate. very nice people but slow service (2 weeks!)
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Click to collapse
Did they repair it in the end?
I sent my I-Mate JAM back last Monday as the speaker and LED had stopped working (you couldn't hear the other party unless you used speakerphone). I got it back today and both faults are still there. :roll:
I'll give them a ring tomorrow.

Ultimatly they turned out to be complety rubbish!
The first time they returned it (two weeks and 3 chase calls) it was still faulty (and very obviously so QC?). The second time they took five weeks, six phone calls, 2 of which were direct to their customer services manager, and the threat of a leter to trading standards before they eventually returned it, albeit this time repaired. (they actaully read my leter this time are replaced the pcb as I sugested)
Completly useless bunch of apatentic, diorganised liars in my experience. You'd have more luck trying to repair your phone using tarrot cards and acupuncture than trusting it to SBE...

imate service
It would seem after reading a LOT of different forums that IMATE is great at selling products and ABSOLUTE **** and fixing their own products under warranty if AT ALL. Im glad I have an o2 xda exec. I would rather deal with o2 if mine goes faulty.
BOTTOM LINE DONT BUY IMATE anything, expect no support, no help, and nothing but excuses. Im looking at the QTEC, or DOPOD, or well anything other then IMATE.
I have read over 12 different forums, and everyone is upset with imate support (if you can call it that)
A.

So no new answers to your question, i must admit i would like to find out as well as my warrnanty is due to run out and would like to know who does good service if i need repairs or should i just take out insurance instead

dmwg40 said:
So no new answers to your question, i must admit i would like to find out as well as my warrnanty is due to run out and would like to know who does good service if i need repairs or should i just take out insurance instead
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If you had insurance, would it be replaced or returned to somewhere like SBE for repair? :?

HTC UK Repair Centre delays

Hi All
Had to return my Sensation to HTC for repair, due to the dreaded unresponsive screen issue. They have now had my phone for 9 working days, and the on-line tracking status has not changed from 'We are currently testing your phone.' (which I think basically means the phone is sitting on a shelf waiting for an engineer).
Rang nealy every day, get a different story each time. Originally was told up to 7 working days for repair, then 7- 10 and now up to 14 days! This is in spite of the fact the warranty specifically states 5 working days as the target.
Anyone else had to return their phone? How long did it take to get it back?
Have written a letter demanding repair or replacement, sent on Friday recorded delivery to head office.

when i had to return my HTC HD, on both occaisions it took 8 days in total from having the phone picked up to delivery of repaired device.
Prehaps they are awaiting stock of parts due to it being a new device, or they have yet to find your issue. Usually the status changes to "in repair" when they have diagnosed what the fault is.

Thanks, but they have not said anything about requiring or being short on parts.
9th working day now since device was returned to them.
There have been some dreadful stories recently about delays at the service centre:
http://www.theregister.co.uk/2011/05/18/htc_failed_support/

They had a link on the HTC UK Facebook page about this, dunno if its still there
Sent from my HTC Sensation Z710e using XDA Premium App

its the 9th working day today since they have had my sensation too! Very annoying!

Have you contacted them? What do they say?

Mods DELETE!

Pathetic isn't it?
They can't talk to the repair centre to find out the status! And they can't talk to each other, they use some IM software to communicate with each other.
Had many promised call backs, only one materialised.
According to their own warranty statement, they should repair within 5 days:
http://service.europe.htc.com/terms.aspx
1. Estimated turnover period
We estimate that we will normally be able to complete orders and return the units to most mainland addresses in the UK within 5 working days from receipt of the unit. Where the repair requires parts to be specially ordered or delivery to remote areas of the UK, or to other countries, this may take longer. HTC EU will endeavour to complete all orders within 5 working days from clearance of payment or warranty authorisation.

im very annoyed. just fake promises. they were meant to be good. F*K knows what happened to them now, but they just pi$$ me off.
should never have sent my device to them. i feel like going to Huntingdon to the repair centre, marching in, and grabbing my phone and coming back out!
They said they cant do a replacement as the device can be repaired!

I've wrote a letter asking for repair or replacement within 3 working days, as a timely repair/replacement is our right under the Sales of Goods Act.

Thats nothing! I sent SGS2 back for repairs and it took 40 days! believe me I contacted them continuously after the promised 14 day turn around! When I finally got it back it was so badly scratched I sent it back again for new housing, that took 8 days. Including postage times over 54 days without the device! Mobicity was the seller, I dont recommend them!

My letter which they received today seems to have made a difference, as status has now changed to ' We are repairing your phone.'

Well count me in on the HTC warranty issues.
I am still wondering why I should by a Sensation instead of the SGS2.
Ok, sit down ..... my HD2 has been in repair since the end of March.
It has been returned 3 times since it was never working like it should and now last week Friday I got a refurbished one.
Now the refurbished ones keypad doesn't light up on one side which is really annoying, so I wonder what they will do now? Will they repair the refurbished one and keep me another month without it?
It's not only that but the communication and the handling of the procedure is pathetic. Everytime you get someone else on the line you get another story.
Also HTC says that the complete repair didn't take long because it were 3 seperate ones. According to me 3 months without a working phone is 3 months periode. And it is not that it is about a cracked or broken screen, so there is no debate about warranty or not.
This one is amusing to read but unfortunately the sad truth, I also posted my experience.
http://happyemergency.tumblr.com/post/6777171158/5-months-of-customer-service-hell-with-htc

What a great read, disappointing but very good.
What are your top tips if anyone else is stuck in this situation?

Jasand said:
What a great read, disappointing but very good.
What are your top tips if anyone else is stuck in this situation?
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Click to collapse
Well lets say that I have had to deal with those situations on a professional level in my past role and infact I learned alot by doing this.
There is one webpage that you need to read and use in your advantage.
For us EU people you need to know your EU customer rights.
Not alot of people or even big companies know (or want to know) this!
http://eur-lex.europa.eu/LexUriServ/LexUriServ.do?uri=CELEX:31999L0044:EN:NOT
You will find some interesting stuff in it like acceptable repair time etc etc.
This warranty stuff applies to all consumer goods, not even electronic stuff!
I write everything down, like name, date and time and what has been said.
If the thing is taking way to long you ask them to open up the online ticket
Like this http://contactus.europe.htc.com/wFrmMailLogin.aspx
They need to open it up for you. It will not work untill they change something in their system!
By having that you can leave a comment with date/time etc and there is no way that they can tell you stuff which isn't right because afterwards you can point them at this log.
Also point them to that EU law it might help.

saquib said:
My letter which they received today seems to have made a difference, as status has now changed to ' We are repairing your phone.'
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Click to collapse
Well after 13 working days of HTC having the Device and telling me we are currently testing your phone.
3 complaints filled in
2 Escalations
i get a call from the supervisor.
The repair Center have lost my device. MY BRAND NEW UNMARKED UNSCRATCHED Sensation. and they have no idea where it is. it was signed for by HTC engineer when UPS delivered it but from then they have no idea.
now they have no sensations in stock at the repair center. so i either wait but they dont know how long. or take an alternative phone, as sensation was top dog, all alternative phones will be lower spec. i asked for an EVO 3d but as it isnt released i cant have that.
but they do have to provide me with a brand new device.

lukesan said:
Well count me in on the HTC warranty issues.
I am still wondering why I should by a Sensation instead of the SGS2.
Ok, sit down ..... my HD2 has been in repair since the end of March.
It has been returned 3 times since it was never working like it should and now last week Friday I got a refurbished one.
Now the refurbished ones keypad doesn't light up on one side which is really annoying, so I wonder what they will do now? Will they repair the refurbished one and keep me another month without it?
It's not only that but the communication and the handling of the procedure is pathetic. Everytime you get someone else on the line you get another story.
Also HTC says that the complete repair didn't take long because it were 3 seperate ones. According to me 3 months without a working phone is 3 months periode. And it is not that it is about a cracked or broken screen, so there is no debate about warranty or not.
This one is amusing to read but unfortunately the sad truth, I also posted my experience.
http://happyemergency.tumblr.com/post/6777171158/5-months-of-customer-service-hell-with-htc
Click to expand...
Click to collapse
That's a shame here in sweden if you send you phone back 3 times within 3 years for the same problem they will
Refund full price or give you a new phone, and if you have 4 different problems within that 3 years then the same money back or new phone
Sent from my LT15i using XDA Premium App

Poker gypsy said:
That's a shame here in sweden if you send you phone back 3 times within 3 years for the same problem they will
Refund full price or give you a new phone, and if you have 4 different problems within that 3 years then the same money back or new phone
Sent from my LT15i using XDA Premium App
Click to expand...
Click to collapse
Rang up the HTC Care Team today. Because they lost my Vodafone branded device. They have decided to send me a brand new unopened unbranded Sensation. which i would receive in 3 working days also
http://www.htcaccessorystore.com/uk/p_htc_item.aspx?i=185326
a free Bluetooth headset as compensation.
well glad that should be sorted, and will update when i receive it
also i will get a letter confirming what happened and a fresh warranty from the date i receive my device

OP:
I sent my sensation back to HTC two weeks because of the screen issue, but mostly because of a faulty earphone jack.
Yesterday the phone came back, after 16 days and guess what?? They didn't fix the earphone jack!!!
So I rang them, they apologised and asked me to send my phone back, which I did this morning!!
WTF HTC!!!?? Get your s**t together!

Bad Experience from HTC Customer Service Centre

I don't know whether its my bad luck or whether this is the typical level of customer service people can expect from HTC but I wanted to share my experience so that people might be more careful when purchasing a device in the future.
On June 28th I purchased a sensation from Expansys. Within one week of purchase I realized that there was a problem with the speaker. I returned the unit to them and requested an exchange with a new device, as the unit was a few days old. In order to receive a replacement I needed to wait until the HTC service center examined the device. What I didn't know was that it would take about three weeks for this to happen. So on August 4 I got a replacement.
The second unit run well until the end of October, where a dead pixel appeared. I contacted HTC Cyprus, fearing that the problem might increase over time. They confirmed that it was indeed a problem covered by warranty, but they would need to ship my device to Greece and that it would take approximately 7 - 10 days to have it fixed. After almost a month of waiting and several calls/complains to HTC Cyprus I got my unit back on Friday 2nd December in the afternoon. What appeared strange was that not only did they change the LCD but also a large number of other components which also changed the units IMEI. When I went back home I fully charged the unit and attempted the OTA update. During the update the phone turned off and could not be turned on again! Total brick.
Early the next morning I took the unit back to HTC Cyprus and was told that they would get it sorted by Monday afternoon as it was merely a software issue. On Monday, their technician advised me that the motherboard needed to be replace and hence, the unit would need to be shipped back to Greece. I complained and asked for a replacement and even offered to pay a small amount to have it replaced but I was told that this was not possible and that the only solution was to ship it back to Greece for fixing.
Today, I tried contacting HTC Europe in a desperate attempt to get a replacement. After an hour over internet chat, the best response I got was:
"Jon: We are HTC UK, but do deal with other European countries. Currently it is not possible to replace the handset. If the device is still faulty when returned from repair, then we may be able to replace the device."
Apparently the fact that over a five month period the phone was in service centers for over 2 months was completely irrelevant!
I don't know whether this is the typical customer experience customer should expect when purchasing an HTC unit, but be warned. It can happen to you too, and apart from complaining on forums there is not much you can do!

Yea HTC is nothing like APPLE who in my opinion has the best customer service ever. My sensation had touch screen issues so instead of getting a replacement they fixed it at their repair center took 4 weeks, but I had to pay for it too cause somehow the void seal was broken!!!!! rage!!! If you took a broken iphone to apple store, they would be like :
apple technician: Yeah this phone is like i donno, I dont really know whats going on. Just have a NEW ONE!!!

this is extremely poor service imo. serious complaining required I feel
good luck OP

Sorry to hear about your bad experience. I had a great experience when my 2 month old g2 broke. I called they gave me an RMA number. I sent it out on a Monday got it back the next Monday.

timothy918 said:
Sorry to hear about your bad experience. I had a great experience when my 2 month old g2 broke. I called they gave me an RMA number. I sent it out on a Monday got it back the next Monday.
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Click to collapse
Same experience I had with my G2.

Hey petros did u finaly end up with a working sensation? I wish i had read your post before bying my sensation xe. Do u or did u experience any problems with losing audio during calls?

[Q] HTC U11 - Cracked Screen - Parts?

Hello all,
Anyone know of any issues with HTC's supply chain for replacement LCD's?
My U11 is cracked after a drop on the road.
My insurance company (O2 Insure) cannot replace or repair my device, as there isn't stock.
HTC UK have advised they can take the phone in, advise me how much the repair will cost and return it.
Although judging by others on this forum and on Twitter, repairs are going slowly or not at all.
Is anyone in the same situation as me?

I have the same problem.
I dropped my phone and the backside broke.
First contacted Dynafix, a Dutch company that performs repairs for HTC. They couldn't say anything about the costs and did not want to say if they had parts.
Because I was afraid I would lose my phone for a long time, I didn't go on with this.
then I contacted HTC, but that didn't help much either. If you want to repair with them, they simply send the device to Dynafix.
Finally contacted Probello (another Dutch company that repairs phones), they told me what I already thought, there are no parts available, something HTC couldn't tell me.
I think it's very bad that there are no parts available and that HTC can't tell anything about when there will be.

josding85 said:
I have the same problem.
I dropped my phone and the backside broke.
First contacted Dynafix, a Dutch company that performs repairs for HTC. They couldn't say anything about the costs and did not want to say if they had parts.
Because I was afraid I would lose my phone for a long time, I didn't go on with this.
then I contacted HTC, but that didn't help much either. If you want to repair with them, they simply send the device to Dynafix.
Finally contacted Probello (another Dutch company that repairs phones), they told me what I already thought, there are no parts available, something HTC couldn't tell me.
I think it's very bad that there are no parts available and that HTC can't tell anything about when there will be.
Click to expand...
Click to collapse
Quick update:
I had my U11 replaced on the 7th September by O2 Insurance. It took them 5 weeks to get stock in.
Seems to be a real parts shortage or HTC are holding parts for some unknown reason.
Good luck with repairing yours. I got lucky the insurance came through.

My HTC U11 also cracked!
My U11 is also cracked and it is out of guarantee because it is an user mistake. I have never seen such a sensitive phone. I am living in Turkey and replacement part cannot found. I do not know what to do, just I am frustrated.

patela20 said:
Quick update:
I had my U11 replaced on the 7th September by O2 Insurance. It took them 5 weeks to get stock in.
Seems to be a real parts shortage or HTC are holding parts for some unknown reason.
Good luck with repairing yours. I got lucky the insurance came through.
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Click to collapse
FYI, all contract phones through o2 are fully insured for the length of their contract, within the contract itself. Should anything happen to your phone and it is still within its contract just call o2 support on 202 and speak to an advisor. The reason they cover the phone is to get their full money, they must ensure you have a working phone otherwise you may be able to pause or 'squeeze' out of your contract early and no carrier wants that.
Not only that, you're paying over a grand for that phone in the long run so it's only fair they insure it for a few pence too..