Dear friends, as you must have figured out from the emails that are listed beneath, my new imate jasjar had developed some kind of leakage in screen which they are refusing to repair under warranty. I have sent them these emails and below are the listed replies i got from them. I need help of all the xda-developer users to help me raise the voice against the mis justice done to me. Please send a email to [email protected] supporting me just mentioning the lines that you support me in this regard.
My question to all the genius people here who have good knowledge about LCD's, What can i say to them, when they say,cracks can only develop when device is pressurised or exposed to heat. Cant the leakage be developed of any other reason?
Guys please help me! Dont forget you might also find yourself into same situation, may b not today but tommorow.
Thanks.
Dear Mr. Nicholas,
Thanks for your efforts, i would surely like to visit the service centre today itself as iam currently in delhi. Please ask your indian representative Mr.Sandeep to be present there for a discussion. Sir, i am not debating on your testing procedures, its just that..i know that i havent broken the screen and i am hesistant to accept that. Even we are into business, and some times our products also surpass the quality check and develop a fault & we also do understant that for everything there is always a first time.
Please dont get me wrong. I am just fighting for my rights.
P.S Please ask your representative sandeep to call me on 098732-00127 to let me know about the time i should visit. If iam not available on phone, he can leave a message.
Thanks once again,
Nishant Jairath
Please feel free to visit our website www.metalmanauto.com
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"Confidentiality Notice: The contents of this e-mail message and any attachments are confidential and are sent in trust and for the sole use of the intended recipient(s) and may contain confidential information and may be legally privileged. If you have received this transmission in error, any use, reproduction or dissemination of this transmission, in whole or in part, is strictly prohibited. If you are not the intended recipient, please immediately notify the sender by reply e-mail and delete all copies of the original message and any attachment(s)."
-----Original Message-----
From: Stephen Nicholas [mailto:[email protected]]
Sent: Saturday, December 24, 2005 9:22 AM
To: Nishant Jairath; [email protected]
Cc: Support and Contactus; Dawn Robson; Bill Gorjance; Shadi Zaytoon; Sandeep Pande; Steffan De Rosairo
Subject: RE: Poor Customer support in India
Nishant,
Thanks for your email.Rather than get into a prolonged debate about our test equipment,testing processes and procedures on email, which I doubt you will accept anyway.I would like to extend an invitation to you to visit our repair facility in New Delhi, where you can see first hand our test and repair facilities and meet our engineers for a full discussion and answers on all the questions posed.
Please let me know if you wish to take up this proposal ,so we can diarise dates for your visit.
Kind regards,
Steve
Steve Nicholas
Customer Operations Director
i-mate™ from Carrier Devices
--------------------------------------------------------------------------------
From: Nishant Jairath [mailto:[email protected]]
Sent: 24 December 2005 01:13
To: Stephen Nicholas; [email protected]
Cc: Support and Contactus; Dawn Robson; Bill Gorjance; Shadi Zaytoon; 'Sandeep Pande'; Steffan De Rosairo
Subject: RE: Poor Customer support in India
Dear Steve,
I understand from your email is your company is not willing to repair my handset under warranty after I have made repeatitive requests for the same. Would it possible for you to answer few questions.
1) As you said, "Our repair specialists are highly trained engineers who use sophisticated test equipment to diagnose failure and damage on all our products." May i ask what diagnoses and test did you carry out in a case like mine?
2) As you also said, "Our long experience of handling mobile devices has shown us that damaged LCD screens are always caused by customers, mostly,accidentally.Many customers claim that screen damage has occurred as a manufacturing failure, but we have not yet seen any damage to the LCD screen caused by manufacturing failure". My question is how can you prove this? Do u have any solid grounds/actual reports or this knowledge is totally based on the knowledge of your experience? Do you mean to say it is impossible to develop leakage in the device due to malfunction( The LCD is 100% foolproof)?
3) I do understand the example that you have given but sir, how can you compare a glass to an lcd? i understand both are made of glass but both have different functionalities and properties.
4) May i also know the name of the engineer in india who has carried out these tests? Would it possible to get it in written about the tests that have been done and the results that have outcome.
5) Would it possible for you to arrange an official meeting with your representative in India?
Well, as i said it wasnt a matter of money, its about customer service. Sir, as you are aware in marketing terms its said "One customer lost, is equivalent to 100 customers lost". Earlier i thought if it would have been just few rupees to get the screen changed, i would have done it, because it would have been a lot more easier thru the phase that iam going thru now. But, Today when i enquired about the price of an LCD, i was literally shocked to understand it is almost 1/3 the price of the actual handset i.e 16500 INR. Now, what would you call this? Business?
Sorry sir, i had great regards for your company but now i can see all that going thru the drain. I'l do what ever it takes to get the required justice.
Nishant Jairath
Please feel free to visit our website www.metalmanauto.com
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"Confidentiality Notice: The contents of this e-mail message and any attachments are confidential and are sent in trust and for the sole use of the intended recipient(s) and may contain confidential information and may be legally privileged. If you have received this transmission in error, any use, reproduction or dissemination of this transmission, in whole or in part, is strictly prohibited. If you are not the intended recipient, please immediately notify the sender by reply e-mail and delete all copies of the original message and any attachment(s)."
-----Original Message-----
From: Stephen Nicholas [mailto:[email protected]]
Sent: Friday, December 23, 2005 1:52 PM
To: Nishant Jairath; [email protected]
Cc: Support and Contactus; Dawn Robson; Bill Gorjance; Shadi Zaytoon; Sandeep Pande; Steffan De Rosairo
Subject: RE: Poor Customer support in India
Dear Nishant,
Thank you for your emails which have been copied to me. I am responsible for all after market service at Imate, and as such I have to take a view on whether damaged screens such as the one you describe, is the result of customer damage not covered by our product warranty, or a manufacturing fault which is covered.The only way I can accurately assess these type of occurrences is to ask our repair engineers for a full and proper assessment of the damage.Remember, our repair specialists are highly trained engineers who use sophisticated test equipment to diagnose failure and damage on all our products.Our long experience of handling mobile devices has shown us that damaged LCD screens are always caused by customers, mostly,accidentally.Many customers claim that screen damage has occurred as a manufacturing failure, but we have not yet seen any damage to the LCD screen caused by manufacturing failure.It is like saying the glass in my spectacles has broken on their own,it does not happen, unless people damage them or expose them to some extreme condition accidentally.
In respect to your particular broken screen,I have just had a long discussion with our repair engineer in India and he confirms that without doubt the damage to your screen has occurred due to excess pressure or heat exposure. Whilst,I understand you believe this not to be the case,I have to take a view based upon clear test evidence from a highly trained experienced engineer, and I have no doubt that this is damage not covered by the terms of our warranty, rest assured if there was any doubt about this, we would have, immediately, ensured your JasJar would have been repaired free of charge.
I do apologise if my decision on this makes you unhappy,but we do pride ourselves on being fair, not only to our customers but to our business as well.
Kind Regards,
Steve
Steve Nicholas
Customer Operations Director
i-mate™ from Carrier Devices
--------------------------------------------------------------------------------
From: Nishant Jairath [mailto:[email protected]]
Sent: 23 December 2005 00:57
To: 'Nishant Jairath'; [email protected]
Cc: Support and Contactus; Dawn Robson; Bill Gorjance; Shadi Zaytoon; Stephen Nicholas
Subject: RE: Poor Customer support in India
Dear Sir,
As directed By Mr.Sandeep, i visited delhi today infact i am sending you this email from delhi itself. I showed my handset today to the service centre people and according to them, there is leakage in the screen, hence a physical damage. However, there is no mark of physical damage on outer body or the touch screen itself. According to Mr.Sandeep( He hasn't yet seen the phone himself), this is due to some kind of pressure or probably due to heat. I can assure you, that i have never kept my phone in sun or exposed it to any kind of heat( As it is already winters here) apart from that i have always treated my phone as a baby and made sure its always in safe hands. Thus i have never ever pressurised it. I have been having xda and xda2s before, i never faced any kind of issues with them, i feel imate is just passing on the buck to me, where as the screen should have been replaced in warranty. Earlier i was harrased due to bad customer service and now this, Few of Questions which i fail to understand are, Is there no way a leakage in the screen can take place without exposing it to heat or due to pressurising.I want you to do a forensic research or do whatever it takes to prove its broken due to mishandling. I just want to assure you If it would have been my fault, i would have paid money to get it fixed, infact i would have it got it repaired in my hometown without wasting un neccessary time.I wouldnt have spent so much time finding emails of all the people listed above.
If you have to blame other for no fault of theirs, why is imate creating a drama of giving 1 year warranty with the product, I apologise if iam being rude now, its just that i have lost my patience now.
Now its not the question of money here, its about a right of a customer. No matter what it takes, whether i have to approach a consumer court of india or whether take it to press, ill do it.
Sir, till now i have been making courteous requests, and you have lead me no where. I am giving the last shout for help.
P.S i am in delhi town till 24th, please try and sort this out before i leave for my hometown.
Thanking you.
Nishant Jairath
Please feel free to visit our website www.metalmanauto.com
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"Confidentiality Notice: The contents of this e-mail message and any attachments are confidential and are sent in trust and for the sole use of the intended recipient(s) and may contain confidential information and may be legally privileged. If you have received this transmission in error, any use, reproduction or dissemination of this transmission, in whole or in part, is strictly prohibited. If you are not the intended recipient, please immediately notify the sender by reply e-mail and delete all copies of the original message and any attachment(s)."
-----Original Message-----
From: Nishant Jairath [mailto:[email protected]]
Sent: Monday, December 19, 2005 2:47 AM
To: '[email protected]'
Cc: '[email protected]'; '[email protected]'; '[email protected]'
Subject: Poor Customer support in India
Dear Mr. Jim,
I am Nishant Jairath, basicaly from India.
Iam a proud owner of jasjar,had been using it for a while. I had really started to love my device but one day i found some weird mark on my screen. something below the touch screen, it looks like kind of mini grey lines spread over an area of 2 -3 inches. As my device is covered under warranty, the phone should have been repaired. I tried to contact your customer services but recieved no response. i sent around 2-3 emails, tried to get in touch with the chat representative, all the 10 times i tried, it went on time out without any one assisting me. So all my hardwork to get a proper customer service have been rendered fruitless. I have maintained proper logs for the same and would send you if required.
I drove all the way from my home city ludhiana to delhi (6hrs drive) to get my phone repaired and you will be shocked to hear what was their response, they said they cant repair jasjar at this point of time as they dont have the necessary parts. I dont understand why you selling the phone, if you are unable to provide the requisite services. What am i supposed to do? Well, this is my last try before i launch a formal complaint in consumer court.
Looking for your help,
Nishant Jairath
Please feel free to visit our website www.metalmanauto.com
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"Confidentiality Notice: The contents of this e-mail message and any attachments are confidential and are sent in trust and for the sole use of the intended recipient(s) and may contain confidential information and may be legally privileged. If you have received this transmission in error, any use, reproduction or dissemination of this transmission, in whole or in part, is strictly prohibited. If you are not the intended recipient, please immediately notify the sender by reply e-mail and delete all copies of the original message and any attachment(s)."
Click to expand...
Click to collapse
Whoa, ugly story. It's a shame that they can't admit that the Universal has such a manufacturing error.
I had the similar problem with my Magician(MDA Compact). I left it in the cold and moisture got in my lcd. In the end I had to pay for a new lcd screen that cost me 200$!!!!!!! :evil: The price was 1/3 of the Magician price.:evil: :evil: I had to pay because the warranty wouldn't cover expences for a new lcd.
Here are some pics of the problem I had:
:shock:
http://img411.imageshack.us/my.php?image=photo00096kz.jpg
http://img502.imageshack.us/my.php?image=photo00108ag.jpg
Yes, imate is not well known for honoring the warranty. I am on my 4th htc produced device and the 2nd imate branded one.
I have been disappointed with the functional quality of my blue angel and my wizard, and this will be my last htc product.
I called htc and was told that "we only make them, you need to call imate". That says it all for me.
In case you'd like to call htc direct, here is their info...
Headquarters & IA Engineering Division
No.23, Hsin Hua Road,
Taoyuan, 330
Taiwan, R.O.C.
Tel : +886 (3) 375 3252
Fax: +886 (3) 375 3253
Detailed map1 Detailed map2
WM Engineering Division
1F, No.6-3, Bau-Chian Rd,
Hsin-Tien, Taipei, 231
Taiwan, R.O.C.
Tel : +886 (2) 8912 4138
Fax: +886 (2) 8912 4135
Finally, It paid Off
Hi friends!
After a lot of jiggling, i lost and i had to pay..u wont believe what happened after..my new screen broke again..i wrote a single email to imate and this time they replaced my screen for free..however they didnt pay me for the first loss. I am still fighting, let us see..if i can recover my money back for the first loss as well..
Nishant
Brings back memories (not good ones)
Imate doesnt make mistakes. For a good laugh on the subject, read the blog I put together last month...
http://imatesux.blogspot.com/
Related
Munkeemajic wants to sue me everybody...
..free speech means nothing obviously!
munkeemajic said:
Fluffcat I urge you to stop posting comments about our company.
Accusations such as these will not be tolerated.
For the last time please remove all comments made against our company Apex Laptops.
We will proceed with legal matters if your comments such as Apex "we need to replace the entire mainboard" Laptops are not removed within 24 hours as of 09:00 16 August 2006.
We find these comments damaging to our companies reputation and unfair. As such you may be sued for any damages.
Click to expand...
Click to collapse
Bear this in mind when considering Apex Laptops for parts or repairs! And also that they recommend their own company ( see http://forum.xda-developers.com/viewtopic.php?p=342361#342361 ) without full disclosure of their position within said company. Me, I'm bricking it now, honest....
And if they decide to delete their posts, don't worry, I've got them cached if they want to use them in court against me.... :twisted:
Richard
What a strange company! They have to go around pretending to be their own customers to provide recommendations for themselves/. Not only here, but other forums as well!
http://www.totalpda.co.uk/forum/search.php?searchid=407723
Munkee Majic
Junior Member Join Date: Mar 2005
Posts: 2
I had my Mio 168 repaired coz it had the same dodgey charging connector. I used a company in kent called apex laptops. Not a bad service at all. just glad my GPS is now working again. I'm useless at directions. Mitac quoted me a ridculous amount to repair it. Apex were a bit better. their website if you like it is www.apexlaptops.co.uk. hope this helps.
---------------------------------------------------------------------------
10-03-2005, 11:27 AM
Munkee Majic
Junior Member Join Date: Mar 2005
Posts: 2
I had my ipaq repaired
--------------------------------------------------------------------------------
I had my 5550 repaired by apex laptops. Very good service. their site is www.apexlaptops.co.uk.
Dont know if they can help you.
Good luck!
And as for them dis-agreeing with my ' board swop' comment well, there are many posts about boards being swopped in iPaqs.
http://www.pocketpcmag.com/forum/topic.asp?TOPIC_ID=19254
Now as new boards need the permission of HP to be distributed, can Apex Laptops tell me their HP reseller number? Oh, hang on, I can look it up. Wait a minute, there not on there! What gives? :wink: Are they using another distributer? Maybe then can tell us their details? Or maybe then can admit that they use 2nd hand parts....
their 'board swop' method looks like their 'fix all' cure for even simple firmware issues that can be sorted with mtty or jtag....a corrupt rom usually just needs flashing properly using non-consumer methods.....
Now, people on this board start having a go at me ( see the 'crook' thread ) - I don't go around threatening to sue, I STAND UP FOR MYSELF. I don't delete posts like Munkeemajjc has done.....and their failure to reply in posts pointing out their self-recommendation and high prices should speak volumes. They have started to post links to the 'crook' thread on various message boards - thanks! Then people will see my low, low prices in comparison to their overpriced used parts :wink: so thanks for the advertising Apex Laptops!
Richard
haha, what a bunch of clowns.
Richard,
Your comments posted here are strong and as such are slanderous to our company. We do not know you and you do not know us.
We feel these comments are unfair. We do not use second hand parts but if we every did use second user parts we always tell the client beforehand.
We will be taking this matter up with solicitors as false alligations have been made.
Regards,
Apex Laptops.
munkeemajic said:
Richard,
Your comments posted here are strong and as such are slanderous to our company. We do not know you and you do not know us.
We feel these comments are unfair. We do not use second hand parts but if we every did use second user parts we always tell the client beforehand.
We will be taking this matter up with solicitors as false alligations have been made.
Regards,
Apex Laptops.
Click to expand...
Click to collapse
oh yeah? everything I have posted can be backed up.....so you're now admitting you ARE apex laptops after posting fraudulent glowing reviews about yourself as a customer of apex laptops then?...Great!
Richard
EDIT from your own post, none of my 'allegations' ( or comments as I like to call them) would seem to be false....
Take the sentence "if we (every did) use second user parts we always tell the client beforehand."
Now if you had typed "we would always tell the client beforehand" it is a future statement that you haven't previously but would in future if needed...
However, the statement as written is past tense implying you have used 2nd hand parts. Hoist on your own petard methinks....
And as for false statments, what about your own claiming to have bought from yourself and gotten good service? Muppet! At least have the decency to use a second ID for posts recommending your own service! Or do you think the readers of XDA-dev are that stupid they won't spot it a mile away?
p.s still waiting to hear from you or your solicitor.... Might give you a call in a bit to speed it up as I'm bored and need entertaining....
sigh...gotta love internet fights...lol :roll:
Yeh. Anyone knows that the best way to get MORE people to read comments about something is to negatively respond to it. If munkeemajic wrote "I disagree with everything and apex laptops give cheap quality part" then no more comment, I would never have noticed this thread!
munkeemajic said:
Your comments posted here are strong and as such are slanderous to our company.
Click to expand...
Click to collapse
What gets to me is again someone has said that it is slander. I believe if it was incorrect it would not be slander it would be libel.
slander = spoken
libel = written
If you're going to bicker please be accurate ;-)
To be fair Kevino, that's probably why he's talking to a solicitor! And in this jurisdiction, wouldn't it be defamation? I was acting for Don King in this case regarding "Internet libel/defamation":
http://lawzone.thelawyer.com/cgi-bin/item.cgi?id=112699&d=205&h=207&f=259
I suggest we all have a read of this useful guide anyhoo:
http://www.bbc.co.uk/dna/actionnetwork/A1183394#1
Guys, I'm not going to intervene on this free exchange of comments, but if the board finds itself in a difficult position as a result, then you know we know where you live, so to speak....
V
fluffcat1 said:
Munkeemajic wants to sue me everybody...
Click to expand...
Click to collapse
Fluffy (the Munkee slayer) - let him try to sue. He will be laughed out of court. :lol:
It's bluster - pure bluster. :wink:
Hi again Richard,
We have had advice from our solicitor regarding this matter.
His words are:
The remarks are defamatory to your business.
We suggest you advise the owner of the website and insist the comments are removed, and if you think that he will repeat them elsewhere then we shall proceed with legal action to prevent further defamation and to seek damages for the defamatory remarks which have already been made.
You could also seek a public apology.
Hope this helps.
So as you can see things may escalate as a result of your postings. I personally do not wish to continue with this as it is very time consuming for us. This matter can be laid to rest if you remove all remarks said about our company and maybe post a public apology.
I will leave this matter in your hands. You will not hear from me again if your actions are not well intended towards Apex Laptops.
Regards.
munkeemajic said:
Hi again,
We have had advice from our solicitor regarding this matter.
His words are:
The remarks are defamatory to your business.
We suggest you advise the owner of the website and insist the comments are removed, and if you think that he will repeat them elsewhere then we shall proceed with legal action to prevent further defamation and to seek damages for the defamatory remarks which have already been made.
You could also seek a public apology.
Hope this helps.
So as you can see things may escalate as a result of your postings. I personally do not wish to continue with this as it is very time consuming for us. This matter can be laid to rest if you remove all remarks said about our company and maybe post a public apology.
I will leave this matter in your hands. You will not hear from me again if your actions are not well intended towards Apex Laptops.
Regards.
Click to expand...
Click to collapse
Yeah whatever. I bet you typed that all yourself :wink:
Why not give me your solicitors name and I'll ring them directly? If they even exist, which I doubt. I'll I've said is:
you are OVERPRICED - which it true as I have demonstrated
you use 2ND HAND PARTS which you have admitted above and has been confirmed by previous customers...
and you REPLACE MOTHERBOARDS when a JTAG flash is all that is needed to re-flash firmware....
None of that is defamation. So bring it on
On the other hand, you have pretended to be one of your own customers on this and many other websites and fraudulently given yourselves a glowing recommendation which is undeserved. What did your solicitor say about that exactly might I ask? Did they recommend you apologise for misleading everyone?.....
Richard
Blowing your own trumpet..
So I wonder if munkeemajic mentioned to his solicitor that he had been posting false recommendations for his own company in order to try and get business?
I personally have not seen any defamatory remarks - just comments about qoutes from munkeemajic's own postings.
I think he needs to contact his solicitor again and give him the whole story as the chap may change his ming when faced with an informed opinion and correct facts... LOL
Plus, I wonder if he has contacted the "owner" of the website and not Richard.
I'm getting bored now... but I can definately say that I would personally not use apexcomputers after reading THEIR OWN postings for recommendations for their own company.. whether FAKE or not.. I'm just glad Richard has brought these apparently "SELF RECOMMENDATIONS" to uur knowledge.
Jees... I'm not gonna get sued now am I ???????????
Re: Blowing your own trumpet..
cgrillo said:
So I wonder if munkeemajic mentioned to his solicitor that he had been posting false recommendations for his own company in order to try and get business?
I personally have not seen any defamatory remarks - just comments about qoutes from munkeemajic's own postings.
I think he needs to contact his solicitor again and give him the whole story as the chap may change his ming when faced with an informed opinion and correct facts... LOL
Plus, I wonder if he has contacted the "owner" of the website and not Richard.
I'm getting bored now... but I can definately say that I would personally not use apexcomputers after reading THEIR OWN postings for recommendations for their own company.. whether FAKE or not.. I'm just glad Richard has brought these apparently "SELF RECOMMENDATIONS" to uur knowledge.
Jees... I'm not gonna get sued now am I ???????????
Click to expand...
Click to collapse
Yeah, I'm gonna sue you for, ummm, saying that you would't use Apex laptops based on my postings without my permission. Or something... :roll: :lol:
Richard
Damn
No... I'm gonna sue you for reading my postings and making a decision based upon what I wrote..
I see this could get silly !!!! - sorry - it already has !
If it comes to the crunch, and this does go legal, simply edit your posts and put *I believe*, or *It appears to myself, and other users that...* in front of it all
munkeemajic said:
Hi again Richard,
We have had advice from our solicitor regarding this matter.
His words are:
The remarks are defamatory to your business.
We suggest you advise the owner of the website and insist the comments are removed, and if you think that he will repeat them elsewhere then we shall proceed with legal action to prevent further defamation and to seek damages for the defamatory remarks which have already been made.
You could also seek a public apology.
Hope this helps.
So as you can see things may escalate as a result of your postings. I personally do not wish to continue with this as it is very time consuming for us. This matter can be laid to rest if you remove all remarks said about our company and maybe post a public apology.
I will leave this matter in your hands. You will not hear from me again if your actions are not well intended towards Apex Laptops.
Regards.
Click to expand...
Click to collapse
:roll:
munkee, it is my perception that you are a Prize Pillock! :!:
Now sue me....
:lol: :lol: This is an early april fools joke surely reading all munkeemajic's post its hilarious anyway if you want your xda repaired try Apex Laptops must be good munkeemajic recommends them :lol: talk about how to ruin a business done it all by yourself mate :wink:
Be careful, remember that when the Beatles broke up, John sued Paul, Paul sued John and George, George sued Paul and John and Ringo sued himself by accident.
markgamber said:
Be careful, remember that when the Beatles broke up, John sued Paul, Paul sued John and George, George sued Paul and John and Ringo sued himself by accident.
Click to expand...
Click to collapse
lol! This is just garbage. Any judge that would let this in to court is a disgrace. I honestly think this would be laughed out of court.
This has happened to me more than once. Now I am tired of it, and want to gather the collective power of XDA-DEVS to wake-up HTC, put a stop to this, and force them to honor their warranties in America, and stop the bull**** of going around in circles.
Join FACEBOOK GROUP HERE to make this issue more publicly known so HTC has to address it: http://www.facebook.com/pages/HTC-America-Not-Honoring-HTC-Smartphone-Warranties/211119572236059
I am aware there are a few threads that have attempted to raise this issue, but they have died on the vine. This is not acceptable, and this community needs to stand up and say to HTC: HONOR YOUR WARRANTIES. We are 3 Million strong, and not a consumer group to be messed with.
Like the vast majority of the over 3 million members of XDA-devs, I am the owner of MULTIPLE HTC-smartphones. And those who have been here for many years know that XDA-devs forum was FOUNDED many years ago UPON the HTC phone model "XDA". I am on my 5th HTC device. We are, without a doubt, their LARGEST CONSTITUENT CUSTOMER BASE in the world.
I would be interested in knowing, if there were a way to compile this data, exactly what percentage of total HTC device sales come from within the XDA-devs community -- but more important, what percentage of device PRE-SALES come from here, since pre-sales are the biggest gauge by which a company knows whether they have a hit on their hands or not.
The HTC Desire is the 4th HTC Smartphone I bought from the company I have really loved for their innovation and design in phones. But a part failed within year 1 of the 2 year warranty, and HTC AMERICA, after a slow month turnaround of RMA-ing and then replying to me, is now telling me via email:
"Suggested Repair: Replace Motherboard
Total Repair Price: $317.43
Triage fee for assessment: $28
Click to expand...
Click to collapse
Let me give you an example of how disorganized, uninformed, and completely unfamiliar with their own phones HTC America Tech Support is:
I call the phone number provided +1 1-888-617-1113 (toll-free in USA) (HERE, TRY IT FOR YOURSELF: JUST CALL AND ASK THEM "WHY DON'T YOU HONOR YOUR WARRANTIES, WHY DO YOU CHARGE FOR COVERED PARTS AND LABOR?" -- just to see for yourself how dumb and untrained they are. You will get people who don't know anything about their phones. They might as well be servicing dog-food dispensers; that's how completely ignorant they are, just reading off of screens)
The HTC REP (Andrea), in automaton fashion, not even friendly, said: "RMA #?"
ME: USM-101-201-101-31-125-6754 (my actual #, go ahead and use it)
HTC REP: How can I help you?
ME: I'd like to know why I am being charged for this repair when it's under warranty
HTC REP Andrea: (barging right over me, already mentally conditioned for DENIED! DENIED! DENIED! as only possible response to any challenge of "the system"): Broken Warranty seal
ME: What are you TALKING about "broken warranty seal? There was no broken warranty seal, I took pictures before I ---
HTC REP Andrea: "Sir, you had a broken warranty seal; if you would like for us to send you pictures to verify this we most happily will"
ME: That's absolutely impossible, I am looking right now at the extreme close up pictures I took of my phone as it looked inside the shipping box before I sealed it up, and all seals are intact, there is nothing at all broken, nothing scratched, nothing.
HTC REP Andrea: "Sir, there was a broken warranty seal and these are things customers do not always notice which is why we have our technicians look at these things and document them thoroughly, so would you like to discuss your repair options?"
ME: "That's absurd! I don't what--
HTC REP Andrea: "Sir -- Sir -- I would appreciate it if you were not rude to me"
ME: "Excuse me, I am not being rude, I am saying to you that my phone could not possibly have a broken warranty seal as, #1, I did not open anything on my phone or break a seal, and #2 I have photographic evidence of how I sent my phone out"
HTC REP Andrea: "Just one moment, let me double check the RMA #, could you repeat it again?"
ME: "Yes, it is _ _ _ _ _ _ _ _ _ _ _ ......"
HTC REP Andrea: (after one moment) "That's correct, your phone did not have a broken warranty seal, how may I help you?"
ME: "WAIT A MINUTE. What just happened here?"
HTC REP Andrea: "I was looking at the RMA underneath yours, which I mixed up, so I now have the correct one in front of me. Your total repair price is $317.43 "
ME: "Excuse me. You don't just move on as though you didn't make a mistake and run me through the third degree, you didn't even apologize"
HTC REP Andrea: "I'm sorry sir, my mistake, now what would you like to do with your repair".....
Click to expand...
Click to collapse
This went on, I could not get a reason about why this was not being covered under warranty. I asked to speak to a supervisor, Bianca Washington. She was maybe one-half-step friendlier, but not any more knowledgeable about phones as I explained to her that this defective USB port was reported all over the web with EVO users -- the equivalent phone design (went right over her head) -- and that these phones were being replaced completely due to the known defect of the USB ports losing contact. (Not every single one of them, but a high % of them)
I got the knee-jerk prepared statement:
"Sir, we don't operate based upon things to posted to the internet" -- and she dismissively barged right over that.
And I said "well why is this not under warranty? It's well under the 2 years, it's not even ONE year?"
BIANCA WASHINGTON: "Our technicians determine blah blah blah"
ME: I'm sorry, but you don't even know what you're talking about. You;'re just blathering on with prepared text rather than listening to what I have to say, I need to talk to someone who actually understands HTC phones and warranties because because you clearly don't, so tell me where to go to file a complaint and escalate this. It's ridiculous"
BIANCA WASHINGTON: "I can escalate that for you."
ME: Really. And what documentation do I have for that? Where's the record-keeping? Will it be filed somewhere under my RMA number, under my email address, where?
BIANCA WASHINGTON: "You will get a reply within 24-72 business hours after a tech reviews this and provides a reply".
Click to expand...
Click to collapse
------
But XDA-ers, here's the thing: It's pretty simple:
1. I bought the phone from the UK, from Handtec
2. Phone arrives with all its packaging and warranty to me in USA. Warranty is there and states 2 years of coverage against defective parts.
3. Warranty Care booklet shows where to take phone in various countries around the world.
4. When I called HTC-USA, I asked: SHOULD I BE SHIPPING THIS TO HTC-UK for warranty work? ... HTC-USA wasn't even sure -- as though this was some oddball request. I was on phone for 15 minutes transferred back and forth, eventually told to ship it to HTC-America in Houston.
HTC AMERICA clearly does not have its act together and is tarnishing the brand name of HTC. As far as I am concerned, HTC China -- the design and manufacturing arm -- they are fantastic -- and have been industry leaders since the Windows Mobile platform.
Were it not for HTC and their UI advances in TouchFlo, WindowsMobile would have died 3 years prior to Microsoft killing it off. The success of this site, and its many many ROMS, came from HTC UI advancements in phones, then extracted and incorporated into devices 3 and 4 years older, which carriers all considered obsolete. NOT SO, WITH XDA-DEVS
---- I am now on my 5th HTC Device, the myTouch 4G (HTC Glacier). Thus I am really disgusted by HTC AMERICA for running me in circles, acting as though I am stupid, an completely ignoring their warranty provisions. Simply by the act of their saying "I'm very sorry but" does NOT constitute grounds for their blatant disregard for their legal consumer obligations.
Please comment.
Thank you.
WOW I have a HTC phone, Vision and I hope I do not have to go through with this
wow that is absolute bull****.
Sinistah_ said:
wow that is absolute bull****.
Click to expand...
Click to collapse
It is indeed. I know I am not alone, though. And I want to try to flush up some more people -- because there are several other threads here that spell out similar problems ALL FROM HTC AMERICA -- only them, nowhere else.
If people come forward I will start a list, and I promise you, I am going to swing hard.
I have history. Long story that MacWorld, Wired, others covered. I can reference it later if need be. I organized about 20 nations to pressure Apple Computer back when they had their G4 desktop MDD which made excessive noise, to issue replacement power supply units to every owner across the world, for free -- and according to MacWorld, it was the first time ever in the history of Apple where they issued a product replacement without their being a formal recall. (And you can bet it was their last) And all of this without one lawyer or lawsuit. I'm just saying....
But it took cooperation, and complete documentation, and there was no way they could win.
And I am tired of putting up with this bull**** from HTC AMERICA. They are pond scum who do nothing. HTC China are the brains and design geniuses who built and maintain an amazing company. HTC AMERICA is out to KILL IT. I want help from XDA-dev people to see to it that HTC-AMERICA is slapped back before they kill it.
They are hurting brand loyalty -- and these ****heads on the phones haven;'t even worked for HTC for more than a year or 2 at a time -- vs I've been buying for 7 years straight. This needs to get fixed.
For kicks to further show how f**D up HTC AMERICA is: dont even know their own DOMAIN
I forgot to add, and you may think, "What does THIS have to do with anything?", but observe:
HTC America sends out its emails using the address
([email protected])
Click to expand...
Click to collapse
Here, just to give some proof:
{
"lightbox_close": "Close",
"lightbox_next": "Next",
"lightbox_previous": "Previous",
"lightbox_error": "The requested content cannot be loaded. Please try again later.",
"lightbox_start_slideshow": "Start slideshow",
"lightbox_stop_slideshow": "Stop slideshow",
"lightbox_full_screen": "Full screen",
"lightbox_thumbnails": "Thumbnails",
"lightbox_download": "Download",
"lightbox_share": "Share",
"lightbox_zoom": "Zoom",
"lightbox_new_window": "New window",
"lightbox_toggle_sidebar": "Toggle sidebar"
}
So what, you say?
Well, look at what appears at that domain: http://www.htcamerica.com :
The reason I even noticed is that I wanted to file a trouble ticket for escalation, and figured I would do it at their website. So, it's only natural I would go to the domain in the [email protected] email address.
Later, when I spoke to someone in TECH SUPPORT, *not* Warranty Division, he basically said "what the hell?" (without the hell) re "what are they DOING?" . I asked him: To your knowledge, does HTC America rent out email addresses from this company? He said (embarrassed) "Not to my knowledge."
I stayed on the phone with him while we both checked the WHOIS record:
WHOIS: http://who.godaddy.com/whois.aspx?domain=htcamerica.com&prog_id=GoDaddy
Here is the full traceroute of the email so you can scrutinize for yourself:
Delivered-To: [email protected]
Received: by 10.227.129.134 with SMTP id o6cs130651wbs;
Mon, 31 Jan 2011 15:10:39 -0800 (PST)
Received: by 10.100.168.5 with SMTP id q5mr4267469ane.223.1296515436981;
Mon, 31 Jan 2011 15:10:36 -0800 (PST)
Return-Path: <[email protected]>
Received: from in-ex01.telamon.telamon-corp.com (mail.telamon.com [12.200.236.16])
by mx.google.com with ESMTP id 1si52502153ice.68.2011.01.31.15.10.35;
Mon, 31 Jan 2011 15:10:36 -0800 (PST)
Received-SPF: neutral (google.com: 12.200.236.16 is neither permitted nor denied by domain of [email protected]) client-ip=12.200.236.16;
Authentication-Results: mx.google.com; spf=neutral (google.com: 12.200.236.16 is neither permitted nor denied by domain of [email protected]) smtp.mail=[email protected]
Received: from htcamerica.com ([192.168.50.100]) by in-ex01.telamon.telamon-corp.com with Microsoft SMTPSVC(6.0.3790.3959);
Mon, 31 Jan 2011 18:10:40 -0500
Message-ID: <11478201111312354406@htcamerica.com>
X-EM-Version: 5, 0, 0, 21
X-EM-Registration: #00D0530610D11A001B00
From: "[email protected]" <[email protected]>
To: "[email protected]" <[email protected]>
Subject: HTC RMA Confirmation
Date: Mon, 31 Jan 2011 18:05:04 -0500
MIME-Version: 1.0
Content-type: text/plain; charset=US-ASCII
Return-Path: [email protected]
X-OriginalArrivalTime: 31 Jan 2011 23:10:40.0963 (UTC) FILETIME=[1449C930:01CBC19C]
Dear Valued Customer,
Please use the following information to send your unit in for repair.
The RMA for your order is: USM10120110131-1256754
Please ship your unit to the following address:
HTC Customer Care
4000 Greenbriar, Suite 200
Stafford, Texas 77477
Click to expand...
Click to collapse
I'm sorry -- maybe in fact the Warranty Dept of HTC America HAS in fact bought or rented the email address [email protected] from "Hollywood Trading Company", transacting through their AOL Administrative Contact Address. If so, I am not so sure that is a good thing, given my BRAND-JUXTAPOSITION EXPERIENCE of going from my gmail to Hollywood Trading Company and that website --- which I am sure the people at DeutchLA -- the ad agency in L.A. who created the multi-million-dollar "YOU" BRANDING CAMPAIGN for HTC, to heighten their brand visibility and awareness worldwide, would be thrilled to see, and most certainly would have given two thumbs up to Stafford Texas to "sure, go ahead and do that, it fits right in with our campaign theme".
So, I continue to assert, these are rednecks who don't know what the hell they're doing, but I do: They are wrecking HTC's valuable brand name by illegally not honoring HTC warranties on expensive phones people buy.
This is not going to stand. I'm asking for support from XDA-devs members in the USA. Surely there are others, and it may take some time to get visibility for this thread, so that more people who have sought warranty service in USA can see this and determine if there is a pattern of rogue behavior like this going on -- which is unbeknownst to the parent company in China.
PLEASE JOIN MY FACEBOOK PAGE so i can pressure HTC
Please join or like my Facebook page on this subject so I can apply some pressure to HTC.
http://www.facebook.com/pages/HTC-America-Not-Honoring-HTC-Smartphone-Warranties/211119572236059
Thank you.
Hi,
I have been an i9003 user for a long time now. But, since I bought the phone I have been constantly having problems with it. I have taken my phone to Samsung service several times for problems such as unable to sync push notifications, GPS not working, dead display, bad lock key and recently the boot loop also known as the pseudo reset problem.
All in all, I have made around 10-12 trips to several service centers in Delhi, India. Finally to my surprise, Samsung told me that they'll not service my phone as they thought it was working fine and all those problems are actually added features on the phone.
I have also seen a good number of users on this forum constantly having such problem (especially the pseudo reset and push notification) . Therefore, I thought why not ask the i9003 users here, Can we file a lawsuit against Samsung in India for such a phone with inherent hardware problems? If yes, how can we progress with it?
surely go ahead.
vishal24387 said:
surely go ahead.
Click to expand...
Click to collapse
I think what he meant was start a class action lawsuit.
Sent from my GT-I9003 using XDA
Yes, I meant a class action lawsuit. I have already tried sending them letters and emails but they don't respond. Moreover, problems like pseudo reset, bad GPS and internal SD failure are signs of bad quality hardware. (causing loss of crucial data and contacts)
Plus I have suffered a lot from their bad service and poor management. This was my first high end device (at least for me) but it shattered all my hopes and I believe it is the same for a lot of users here. If all of the users with these problems come forward, it will substantiate our claims and maybe we will force Samsung to do a call back for this device. (which might also help all the people who are out of warranty and can't afford the expensive replacement of the MB)
yep go ahead . hope you have the proof of service center visits/ job sheets. If you can prove that you have to service center numerous time then you may easily win .also there is a big chance that halfway through the case Samsung will try to settle with you and will probably offer you full refund.
tamoghno said:
yep go ahead . hope you have the proof of service center visits/ job sheets. If you can prove that you have to service center numerous time then you may easily win .also there is a big chance that halfway through the case Samsung will try to settle with you and will probably offer you full refund.
Click to expand...
Click to collapse
I am taking about a class action lawsuit, which will involve all the users having these issues.
Ulfric said:
I am taking about a class action lawsuit, which will involve all the users having these issues.
Click to expand...
Click to collapse
count me in! my sl is faulty as well. twice been sent to the service center, due to faulty board miscommunication with int. sd and short circuit. repair time also took long (about a month and a week on my second repair) eating up my warranty dates.
Wahaha123 said:
count me in! my sl is faulty as well. twice been sent to the service center, due to faulty board miscommunication with int. sd and short circuit. repair time also took long (about a month and a week on my second repair) eating up my warranty dates.
Click to expand...
Click to collapse
Thanks for showing interest, but I am looking for i9003 owners in India with hardware issues and unsatisfactory service. (maybe advantageous to owners in other countries if we get a judgment in our favor)
I believe we should not settle for cheap hardware as we paid a good premium for this device. The issue of pseudo reset is happening to almost every other user and may happen all of a sudden to any user causing loss of messages, contacts and settings (also FC in many apps).
Hell Yeah!!!
I am with you.. But How to proceed? Have u talked to any lawyer?
Lawyers and all that is a mess.. Just file a complaint at the consumer forum and we'll join u on the same complaint..
Yup, create a thread on http://www .consumer courtforum.in/f50/ (remove spaces) and others will follow. No need to ask any lawyer. If we succeed we all can get full refund, or even indemnity for the phone (OR maybe nothing ).
kajal_palpara said:
I am with you.. But How to proceed? Have u talked to any lawyer?
Click to expand...
Click to collapse
ivAnash said:
Lawyers and all that is a mess.. Just file a complaint at the consumer forum and we'll join u on the same complaint..
Click to expand...
Click to collapse
One thing I know for sure is that they won't give you any refund or replacement through the service channel. Their service managers are like collection agents they'll even harass you so that they don't have to give you a refund/replacement.
I sent them a legal notice more than a week back but haven't heard back from them. It's been about three months since I am pursuing this issue. But, I am yet to file a complaint in a consumer forum.
As I said earlier a class action lawsuit will substantiate everybody's claim. I'll try and get some professional legal advice and get back to everyone of you through PM. Thanks for showing support!
santoshsadani009 said:
Yup, create a thread on http://www .consumer courtforum.in/f50/ (remove spaces) and others will follow. No need to ask any lawyer. If we succeed we all can get full refund, or even indemnity for the phone (OR maybe nothing ).
Click to expand...
Click to collapse
Thanks for the link, is it an official consumer court discussion forum? All, I have seen is people making complaints without any follow up.
Update
Me and my lawyer had a long chat with Mr. Sumit, Area Service Manager at Samsung, Delhi (you can find his contact details via google). He blatantly refused receiving any letters and notice and also said that they won't be providing any refund or replacement even though it's a recurring issue. Therefore, I am proceeding with the case in the Consumer Forum.
Anybody interested in doing the same can contact me here or via PM. I have contacted a few people on the consumer court forum as suggested by santoshsadani009. (There are many many people with the same problem and Samsung is shamelessly refusing that the problem exists). I'll be glad if someone from Delhi NCR comes forward and joins me in the lawsuit.
Ulfric said:
Update
Me and my lawyer had a long chat with Mr. Sumit, Area Service Manager at Samsung, Delhi (you can find his contact details via google). He blatantly refused receiving any letters and notice and also said that they won't be providing any refund or replacement even though it's a recurring issue. Therefore, I am proceeding with the case in the Consumer Forum.
Anybody interested in doing the same can contact me here or via PM. I have contacted a few people on the consumer court forum as suggested by santoshsadani009. (There are many many people with the same problem and Samsung is shamelessly refusing that the problem exists). I'll be glad if someone from Delhi NCR comes forward and joins me in the lawsuit.
Click to expand...
Click to collapse
If i could, i would have followed you on the consumer forum even though being from different city. But fortunately (Or unfortunately ), I don't have the pseudo reset problem, which is the major problem for this phone. But i do have the push notification problem, and that's why I don't use my primary email with my phone and its really annoying to have to start the PC everytime to check emails.
Anyways, go ahead with the consumer forum website, i think its the best idea because i have seen companies such as nokia responding to the queries and problems on the forum.
santoshsadani009 said:
If i could, i would have followed you on the consumer forum even though being from different city. But fortunately (Or unfortunately ), I don't have the pseudo reset problem, which is the major problem for this phone. But i do have the push notification problem, and that's why I don't use my primary email with my phone and its really annoying to have to start the PC everytime to check emails.
Anyways, go ahead with the consumer forum website, i think its the best idea because i have seen companies such as nokia responding to the queries and problems on the forum.
Click to expand...
Click to collapse
I am actually filing the case in my local consumer redressal forum. You can still support the case by providing a written statement that you face the issue. I'll attach it with my documents as a proof and will ask for proper compensation to all the affected users.
Dear Ray Gabrieau,
*
My name is Richard Kennedy and I am a Senior Settlement Advisor with Settlement Disbursements (SDI). I am contacting you as a follow-up to a LimeWire, FrostWire, uTorrent, BitTorrent, or Azureus settlement claim you submitted on 5/27/2012. As a reminder, SDI has partnered with LimeWire, FrostWire, BitTorrent, and Azureus to bring you a choice of one free settlement item as part of a court ordered settlement.
*
We have not been in contact with you due to the fact that the court case was appealed and once again before the courts. We are pleased to inform you that the court has now issued a final ruling, upholding the original court decision, and only slightly modifying the settlement terms. Under the new settlement terms, if you have ever used LimeWire, FrostWire, uTorrent, BitTorrent, or Vuze then you are automatically entitled to receive a $1000 settlement payment as part of the court ordered settlement.
*
Very odd and don't even use these programs, don't know where they got this email address either? lol
Sent from my HTC One S using xda premium
Just some nice fishing.... I kinda enjoy those kind of emails has I answer them and act like I'm totally interested just to see how far they're willing to go and how stupid they can be! (Most of the time I try to get them off their pre-written answers)
But what frighten me the most... is thinking that if those kind of crappy fishing are still used.... Is because they're still working on some people!!!
Kind of sad to know that there are people who would actually fall for phishing like that...
Hello, first of all I want to clarify that it is quite translated by a translator, asique please to excuse if anything is not understood very well. I have problems with the guarantee of my smartphone. I bough a Elephone P2000 on Geekvida.com, the January 1, 2015 and it arrived on January 21. One day the cell was made a crack in the screen, but without any blow. I think that the mobile warmed up playing a very powerful gameand that, after playing, stops using the mobile and there had a sudden change of temperature (I am always in a room in which it is a little cold) and it was therefore it broke. This crack has been becoming bigger and bigger with the time but I did not want to take it to the guarantee why of course they would not arrange it to me and it would be a lot of time without mobile. On the other hand, on March 6 it was using the mobile and later I went away with the friends, asique leave the mobile in the pocket. Then I am going to use the mobile and the mobile was not igniting, I have done of all the possible tests and of nothing. I speak with those of Geekvida. com, and they said to me that he should send the mobile to the technical repair service, but for it they had to give me the direction (that gave me the sensation that they did not want to give it to me), after sending the mobile, the company of transport said to me that it had already delivered it, but they were saying that they did not have it, speak with the company of transport and with those of Geekvida and finally if those of Geekvida had it. After two days I asked those of Geekvida about them about my mobile, and they said to me that there was not entering guarantee that the screen has been broken by the client and that has received a side blow the phone (since I go over the phone has not received any blow). Since I have no money to buy another mobile I have insisted and threatened them with denunciations and bad criticism on them and everything what it was possible to do. Now they say to me that they are going to call me to the mobile to speak with me, but I have not even received this call, I am waiting for it, to see that they say to me.
The important thing: what can I use in my favor or in its against so that they arrange the mobile to me? I have been finding out, and the first thing that I have realized is that they have changed the guarantee politics of when I buy the mobile: does that serve to me to threaten them with something? Now they have a politics of very common guarantee and I have found out on her. And although on its page it does not put it, according to its guarantee politics I believe that I must not demonstrate anything before 6 months and the mobile does not have not if he wants 3 months. Also, the guarantees politics says that all the expenses it must be in charge of the company (Geekvida), well since they forced me to pay the postage and packing.
Not that to do but needed my mobile, also it is their word against mine and I swear that the mobile has not received no, also they only speak to me about the screen, when I ask them on other (that the mobile went out mysteriously and it does not light) does not answer me: What can I do? Please I need all your help. Thank you very much in advance.
Hi
Thanks for writing to us at XDA Assist. I think your best course of action is to contact your local consumer rights organisation and explain your case. Consumer rights can differ greatly from country to country so it's impossible for us to speculate on the outcome of your case. So contact your consumer rights organisation and see what they can do for you.
Good luck!
No response in two days, thread closed.