Okay, so my Fuze recently had a random issue where all my back lighting would stop working, including the keyboard/hard buttons/screen. I contacted HTC, sent it in under RMA and had it repaired as per warranty.
Today I received my fuze back and the screen had displaying issues at the bottom, like flickering. So I immediately called HTC again complaining about a NEW issue that occurs directly after receiving it "repaired."
I am upset because it took about 3 weeks to receive my phone back from them the first time. On the phone they said there was nothing they could do but have me send it in AGAIN for a warranty repair.
My question is this: I am a patient person, but I cant be waiting almost 2 months for repairs on my phone that I cant be promised will be fixed forever. Will I be eligible for a replacement if such a problem occurs again? I am afraid that once I receive my phone back for the 2nd time, it might break again and I will be out of warranty and screwed.
If anybody has dealt with HTC warranty, Id like to hear your 2 cents...
THANKS IN ADVANCE
My question would be why are you going through HTC warranty and not ATT?
I used to have a Tilt, I got my tilt upgraded to a fuze through warranty with ATT and the warranty period carried over.
But since then, my 1 year warranty through ATT has expired but my Fuze is still covered under HTC warranty...so I had no choice =/
HTC should keep trying to fix your phone. My *guess* is if it screws up on you again they'll just give you a refurbished one - at some point it won't be worth it to them to attempt repairing the same unit over and over. With any luck at all the next time you get yer phone it will just work properly.....
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I bought my phone new back in late December and only after about a month of use got the oil spot problem and my volume button would stick and bring up the volume control over and over basically making the phone unusable. So I got and RMA from HTC repair, sent it in, got it back about a week later but the volume button problem was still there. So I sent it in again and they finally fixed it. Here it is 5 months later, same exact problems come back "phone is still in warranty until 01/2010" so I call RMA center, tell them to submit an RMA with the SAME exact issues as before on my account and I send it in but this time they respond with this:
Diagnosis:
Newton ring (oil spot) indicates excessive pressure to LCD
Button failure
Suggested Repair:
Replace LCD and refurbish
Total Repair Price:
$202.57
What gives?! I call them and they say under the phones new circumstances the warranty is NOT covered so there is the charge. My question is how can they repair it the first time at NO cost under warranty and this time say it was excesive use and given that it has the EXACT same problems as before want to charge me for repair?? Am I justified in calling them and complaining?
Hello, I know this is a WAY LONG PAST RELEVANT ITEM for you, but I found your thread in my search. I have had similar problems before with HTC AMERICA, but this time they have gone too far, so I am bumping your thread for this occasion, and simply directing you to my current thread here:
http://forum.xda-developers.com/showthread.php?t=1002951
I would just like to ask if you would read Post #1 and tell me if the experience overall sounds similar in tone and attitude to the one you describe.
It disgusts me to read of your situation. The one that I am describing currently is for my HTC DESIRE, under warranty, warranty not being honored.
However, YOUR SCENARIO, and i realize it's now 2 years old, sounds more like my FIRST encounter with HTC AMERICA with a brand new HTC HERO, with a wifi receptor problem. (I still had my HTC /T-Mobile Wing and it was picking up WIFI signals perfectly everywhere, in my home, on the street, in cafes... but the new Hero -- no.)
HTC-AMerica diagnosed that indeed it was broken. The phone was just weeks old so I asked "don't i just get a new phone?" They said NO, WE HAVE TO REPAIR IT. So i was out of a phone for several weeks. Then it comes back. No charge, that's great. But same problem. Whatever they did, didn't fix it. I called and said this is ridiculous, they said "send it back, here is new RMA"...
I said "You're kidding right? A brand new phone, you repair it, it didn't fix it, same problem, and you want me to REPAIR IT AGAIN? Isn't it time you just give me a new phone?"
"No, per policy blah blah, we must repair it".... I told them they were nuts, and my warranty was useless, what is their problem, and I was now forced to use my SECONDARY INSURANCE with "SquareTrade.com" ---- They were of course like "whatever"
And SquareTrade paid out the full price of the phone within 48 hours.
That was with the HTC Hero.
I'd almost forgotten about that. because i then bought the HTC Desire, a phenomenal phone... til i had this recent warranty problem.
Anyway, I'm bumping your thread because i intend to make an issue out of this. Any help on your end would be great. (IE case # ect.... but, i total;ly understand you have long since moved on, so, don;t worry about it. Just bumping this is helpful. thank you.
/quicksite
Black6spdZ said:
So I got and RMA from HTC repair, sent it in, got it back about a week later but the volume button problem was still there. So I sent it in again and they finally fixed it. Here it is 5 months later, same exact problems come back "phone is still in warranty until 01/2010" so I call RMA center, tell them to submit an RMA with the SAME exact issues as before on my account and I send it in but this time they respond with this:
Diagnosis:
Newton ring (oil spot) indicates excessive pressure to LCD
Button failure
Suggested Repair:
Replace LCD and refurbish
Total Repair Price:
$202.57
What gives?! I call them and they say under the phones new circumstances the warranty is NOT covered so there is the charge. My question is how can they repair it the first time at NO cost under warranty and this time say it was excesive use and given that it has the EXACT same problems as before want to charge me for repair?? Am I justified in calling them and complaining?
Click to expand...
Click to collapse
I bought my FUZE new back in late December and only after about a month of use got the oil spot problem and my volume button would stick and bring up the volume control over and over basically making the phone unusable. So I got and RMA from HTC repair, sent it in, got it back about a week later but the volume button problem was still there. So I sent it in again and they finally fixed it. Here it is 5 months later, same exact problems come back "phone is still in warranty until 01/2010" so I call RMA center, tell them to submit an RMA with the SAME exact issues as before on my account and I send it in but this time they respond with this:
Diagnosis:
Newton ring (oil spot) indicates excessive pressure to LCD
Button failure
Suggested Repair:
Replace LCD and refurbish
Total Repair Price:
$202.57
What gives?! I call them and they say under the phones new circumstances the warranty is NOT covered so there is the repair charge. My question is how can they repair it the first time at NO cost under warranty and this time say it was excesive use and given that it has the EXACT same problems as before want to charge me for repair?? Am I justified in calling them and complaining?
It seems that sometimes when I slide my Fuze back in, it'll turn off the phone and I'll need to turn it back on.
I've had the phone for under a year and to that end it's still got the AT&T warranty on it, but since I bought a Tilt 2 a week ago I'm not sure if AT&T will still accept it.
Does anyone know if they will? It'd be nice to keep the Fuze as a backup phone and I don't want it to magically get worse right as I'm out of the warranty period.
Thanks in advance!
thats wierd? they should take it back since it's under a year old. But as soon as you bought the tilt2 the insurance was transferred to it.
t1990le said:
thats wierd? they should take it back since it's under a year old. But as soon as you bought the tilt2 the insurance was transferred to it.
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Click to collapse
I don't have insurance, just a straight warranty, and I haven't called them yet so I'm not sure if it's just me being stupid or if they'd actually shoot me down.
I don't think AT&T's call center is open on Saturday which is why I haven't called them yet.
Kawinma said:
I don't have insurance, just a straight warranty, and I haven't called them yet so I'm not sure if it's just me being stupid or if they'd actually shoot me down.
I don't think AT&T's call center is open on Saturday which is why I haven't called them yet.
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Click to collapse
im pretty sure its open on saturdays, but thats one weird thing, sliding it back turns off the phone? thats really weird haha
I've had the same problem with two previous devices, and It's really annoying. Certain times I can slide it in and out all day long and it's fine. But when ever I'm using it for something important, like navigation it turns off when I slide out, or slide it closed.
yes if its still under warranty they will fix it
Hi everyone, I had to send my HD2 to HTC for repair since the Touchscreen failed. I sent the phone last Monday (23rd) and they received it on the Wednesday (25th). My HTC Ticket tracking says they've received the phone, but nothing else. It hasn't been updated in a week which is annoying me since my spare phone was damaged over the past weekend making it impossible to make calls.
I sent an email to their email tech support asking for an update a 2 days ago and still haven't got a reply. I know we've just had a bank holiday, but I've heard people say it can take upto 5 days for a phone to be repaired then shipped back to the customer, is this true?
Just want to know peoples experiences and how fast they got their devices back.
Thank you!
Past experience is that it'll take 10 working days regardless..
Fair enough, I just wish it was kept updated, the status still hasn't changed and it's coming up to those 10 working days. It wouldn't be so bad if my spare phone didn't get damaged last week. What about any one else, 10 working days still or has it been longer in some cases?
Dropped my HD off to them with newton rings, they neglected to email me the update page so I waited a week, called up, was told it was still being looked into, waited another week, called up, again told it was still being looked into, called back a week later, was told they were waiting on me to send them £184 or tell them to dispose of the phone! Finally got the link out of them so I could tell them what to do, apparently this wasn't possible over the phone.
Demanded my phone back, was informed it would be waiting for me, went to the repair centre in MK and created a scene until they returned my phone as they claimed they knew nothing of it, was not happy as they refused to honour the warranty.
Took it back to CPWH to let them try and get HTC to repair it, they sent it off, 3 weeks later it came back saying "no fault found" so was advised I could either let CPWH send it back to HTC and hope they actually read the fault report sent with it, or claim on insurance and get a new phone delivered the next day, I did the latter as I was totally fed up by then.
Geeez, sorry to hear about that, I hope my experience is better than yours! I've just got a status update saying the phone is currently being tested. I hope they fix it, the problem seems quite obvious when the touchscreen doesn't work, but it does work sometimes which is weird. Any one else got any more experiences?
hey guys,
i went to the warranty center today to get my cappy swapped. Bought this phone when it first came out. After five random shutdowns in 2 days, i went to the warranty center to get it replaced. i told them that i was experiencing MANY random shutdowns and the GPS problems and they flat out rejected me saying that if they can't repeat it than i can't get it swapped. I got home and just my luck, it rebooted again. is there anyway to force that "! android" screen? Im betting my money that if i could get that to happen i could go there and demand a replacement. A fast answer would be appreciated.
btw, my phones not rooted, and if possible, i would like to keep it that way (ironically, for warranty purposes)
You could use odin to flash stock and pull the plug in the middle. I can confirm that it can produce the result you seek! I dropped mine in the middle of a flash and boom.
bambamboom said:
hey guys,
i went to the warranty center today to get my cappy swapped. Bought this phone when it first came out. After five random shutdowns in 2 days, i went to the warranty center to get it replaced. i told them that i was experiencing MANY random shutdowns and the GPS problems and they flat out rejected me saying that if they can't repeat it than i can't get it swapped. I got home and just my luck, it rebooted again. is there anyway to force that "! android" screen? Im betting my money that if i could get that to happen i could go there and demand a replacement. A fast answer would be appreciated.
btw, my phones not rooted, and if possible, i would like to keep it that way (ironically, for warranty purposes)
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Click to collapse
They can't reject your request for a replacement it is under the warranty and whatever you find defective in the phone you have the right to replace it. It's not like they are giving you a brand new phone. Of course they cannot reproduce the problem because it happens randomly. If I wore you I would call the customer service and complain about what happen I bet they will give you something for your trouble because you and ATT know that the shut down and the gps issue is widely known.
Sent from my Nexus One using XDA App