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Hi all,
As it seems most of us suffer from the faults the early version of TP came with.
I myself have a hot GPS that looses connection, my black paint is comming off the alaluminum part of the housing, my speaker volume is way to low to understand the caller,...
As I disvovered all this problems during the first days of testing, I asked the retailer (2call.nl) to take back my TP and replace it with a non faulty one (if HTC has already implemented counter measure for all this faults), or at least a slightly better one (I would continue the exchange process with HTC until I got what I expect for 500 EUR).
Unfortunately not only the TP device is below my expectations, but also the service.
2call refused to take my device back, as I already used it.
For two weeks I am writing mails to 2call and HTC to teach those people in European law (two weeks retun right even without reason).
HTC confirmed this, but can unfortunately not help me directly. Changing my TP has to be done by the retailer, HTC said. All They can do is send it in for repair (to EuroTwice.be).
Now my questions:
Did anybody here managed to get his device replaced by a new one from his retailer (or maybe by HTC directly)?
Any experience with EuroTwice? Are they fast, good organised, reachable by phone and speaking english or german?
I am leaving to Japan in two weeks, and want to get a working TP device before I leave.
With the current service disaster I am in, this however seems to be mission impossible.
If your getting pealing paint then your device has more than enough reason to be replaced. That alone while cosmetic is covered under normal defects and faults. Remind the company of that.
You should get a replacement. If they refuse again threaten youll be in touch with your [Netherlands equivalent] of trading standers as they are breaking eu trading laws.
HTC is perfectly correct, your contract is with the shop that you purchased it from, im not sure about your local law but using UK law it firstly isnt fit for the purpose it was intended, secondly so long as its not down to ware and tear or missuse you can claim its faulty, both of these are grounds for refunds let alone repair. The question usually centres around wether or not it was missused, ie excessive heat applied or water, which is why the store you purchased it from would send it to an authorised HTC centre for repair or replace.
your out side of the distance selling act of 14 days so thats not usable, your only course of action is to demand it retured to the manufacture for evaluation due to manufacture defects, its important to point out to the shop that its not them your enoyed at, if you go barging in with a i know my rights atitude they are unlikely to help you, also speak to the boss during the week, you may have spoken to a part time supervisor pretending to be boss esspecially at the weekend
Failing that, phone their head office making sure you get the names of everyone you speak too, and finally last resort contact your local trading standards office, its important you try all avenues before going there tho.
good luck!
So here is my story
I purchased an HTC touch pro 2 last year, i bought it before it hit the US markets so i paid a load of money for it. No problem, i love the phones, and i Paid like $700 for the Touch HD when it dropped in England but the lack of the keyboard ended with me selling it.
So i get this phone from a guy that says its direct from HTC its in an exclusive white box blah blah blah right.
Get the phone and all is well, new roms are dropping and i have WM 6.1 on my phone (weak!) so being that i have a MAC computer i cannot do anything to update the phone with out buying a load of software and putting XP on my computer (nope!).
So i go to the HTC website and the update is there and it asks for the serial number, well i put it in and it wont recognize it, hmmm. So long story intro short, i mail it to HTC for an upgrade and maybe check out the loose hinge on the tilting screen.
They receive my phone, and my phone sits on the shelf at the warehouse for 5 DAYS!!!
I call and every time i get the same story, "well mr miller we will escalate this so that it gets taken care of right away sir." I called 3 times and it was never touched. Finally on the 3rd time they tell me, well this is a sample phone, one we gave to employees before it hit the market, so there is no warranty, and we cannot upgrade it, and where did YOU get this phone. Ummm i paid for it, out in the open on Ebay, not out of the trunk of some guys car outside the pool hall.
Anyway they wont fix it, i have no warranty and thats that, ok fine whatever give my phone back, this was on Monday (April 5th) of this week. So the phone is to be sent back to me per HTC on Monday.
Call on Tuesday to get the tracking number so i can see when it will arrive because i am out a lot, and they say it is still in the warehouse.
I call back on Wednesday to get the tracking number so that i can see when it will arrive because i am out a lot, and they say it is STILL in the warehouse.
I call back on Thursday to get the tracking number so i can see when it will arrive...... etc etc.
The rep then tells me there are no notes in the system and it has not even been started for ship out.
But she is going to escalate it so that it gets sent out ASAP Mr. Miller.
Lord not this escalate crap again.
OK BYE!
I call today Friday to get the tracking number, and its the supervisor i spoke with days ago that knows AAAAALL about my case.
Well Mr. Miller the phone is still sitting on the shelf in our warehouse/
WTF for a week+?!?!
It had been determined last WEEK that they were not going to repair it and were going to send it back.
So my phone has been held hostage by HTC and they wont send it back, no one will do anything to get me over to someone in the warehouse, they act as if its Area 57 or something and they dont have phones there.
So needless to say am very VERY disappointed in the treatment I have received and it is very likely that I will not purchase another HTC phone again after this nightmare.
Shame because i enjoy the phones, but i refuse to give my money to support a company that treats its clients in such a manner.
FYI
Sounds more like a local warehouse/repairshop type of service, not HTC. Imo.
TheDeadCpu said:
Sounds more like a local warehouse/repairshop type of service, not HTC. Imo.
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Nope, it was HTC America. I had to send it to them directly.
Weird. If this was in Norway i would just say "Hmmm.. I got this number to this newspaper" and they would give me a new free phone. Their so scared of bad PR here.
If you think HTC CS is the worst, then you haven't dealt with E-ten's..
Their RMA is actually a nightmare, they can loose a device for months, and return it "repaired" what actually means: dirty and parts still loose..
But nevertheless, good luck, hopefully the device will find it's way back to you.
EqX
When I got newton rings on my first Blackstone, I sent it off to HTC, or rather I dropped it off to them as I live in the same town.
I waited the week they said it would take, heard nothing, gave them an extra day and called, they said they'd call me back.
I called them after hearing nothing for a couple more days (I was busy at work so didn't have time to call every day).
Was informed they are waiting on my agreement to pay them a bucket load of cash to fix a warranty issue that they should fix for free.
So I had to go to a website to say that I wanted my phone back, and phone them to say I would be coming in to collect it so would not pay for postage.
Had I not known about the website and just waited, they would have disposed of my phone.
Unfortunately the customer support desk and the repair centre do not speak to each other, so when I arranged with CS that I'd be in the next Friday to pick up my phone at 1pm, they said it would be there, when in actual fact the repair centre had no idea I was coming so I had to wait around for them to find my phone and return it.
I then handed it to carphone warehouse who I'd bought it from to repair, they passed it to HTC for a warranty repair, HTC sent it back after a couple of weeks saying "No missing pixels found" even though it was sent to them to have the screen repaired due to newton rings and no mention of pixels.
Carphonewarehouse appologised and said they would send it off again, but by then I was so fed up about not having the phone for over a month, and expected HTC to refuse to repair it for CPW that I took CPW up on their offer to claim on insurance. £28 and a day later I had a brand new Blackstone.
Great products, crappy service.
AGREED, "great products, crappy service." I too had the Blackstone before i got my tp2
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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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?
Hi i have a problem with Dial-a-phone.....
Back in august i got my Sensation and within a week it got 1 dead pixel, Bright green, right in the middle. I contacted DAP (dialaphone) within a fortnight of getting the device to report the fault to which i got told "we will contact you with a viable solution" Heard absolutely nothing... Today i woke up to another 3 dead pixels! All red which i believe means they are totally burnt out,Called DAP and got told "As you have had the device longer than 28 days it has to go in to repair at HTC" Personally i know what HTC UK are like, Slow and one hell of a dusty enviroment!
My question is..In the Sales of Goods Act it states..
"Faulty items reported within 6 months have to be replaced or repaired (unless inconvenient) by the retailer."
So are DAP just being dicks?Should i be getting a replacement as its really inconvenient for me to have no phone! The only bonus if its inconvenient i can claim compensation for it.
I would suggest to contact HTC directly via WEB and tell them the situation.
http://www.htc.com/uk/help/htc-sensation-xe/
Select Customer Service.
Cheers
Sale Of Goods Act 1979
Hi op,
The Act states that where a fault develops within the first 6 months then it is assumed the fault was present at time of purchase and therefore you do have some recourse with regard to the phone being sold to you as 'not of sufficient quality'.
However with LCD displays (all types) there are quite a few examples where to be considered a defect, the dead pixels must be in the same place, ie. adjacent to each other and usually 3 or more.
I, personally, wouldn't at all be happy with just 1 dead pixel but it is often difficult to without going through the courts or trading standards to get anywhere.
Fight your ground with DAP and be calm, persistent and where possible, quote each and every one of your rights as a consumer. If purchased under a contract/credit agreement you have further protection under the consumer Credit Act. Likewise, purchases made via Credit Card have additional protection via the card issuer. Effectively, your issue is with the card issuer and you can fight the issue with them.
Last post is also a very good option, deal direct with HTC, politely and you'll more than likely get results.
HTC are indeed poor in the UK as the article on Watchdog highlighted.
Hope you win in the end.
yasobaso said:
I would suggest to contact HTC directly via WEB and tell them the situation.
http://www.htc.com/uk/help/htc-sensation-xe/
Select Customer Service.
Cheers
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Click to collapse
I had a problem with another HTC phone i bought from CarPhoneWarehouse last year.
To cut a long story short, i was looking at a 2 week turnaround with CPW to get it fixed through HTC, so i ended up going through HTC direct.
HTC operate a pick up / delivery courier service and got the phone back to me in 3/4 days.
In my case HTC didn't fix the fault and i ended up having to send it back 3 times before they eventually replaced with another duff handset, and then upgraded me to my senny.
I would say i'm a rare case, and they should be able to replace your screen fairly easily in 1 hit, and get the phone back to you within the week.
Good luck.
Has anyone ever sent in their HTC device (mores specifically a newly released flagship) directly to HTC for repair? If so, can you share you're experiences as far as cost and quality of repair? Decided to do a water test on my brand new U11 and yes you guessed it... WATER DAMAGE! and didn't help that I dropped it and the back cracked right after! Thanks in advanced
No idea. Mine just arrived in Texas awaiting a repair after being exposed to water for 5 seconds. Curious, what color is your U11? I have a feeling that they were rushing out the Solar Red's because there's no way mine should have failed so easily. It might as well have no water resistance rating.
Paging Dr B said:
No idea. Mine just arrived in Texas awaiting a repair after being exposed to water for 5 seconds. Curious, what color is your U11? I have a feeling that they were rushing out the Solar Red's because there's no way mine should have failed so easily. It might as well have no water resistance rating.
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I got the amazing silver. But yeah I agree! IP67 rated? Doesn't seem like it to me. Keep me updated when you get your repair quote please man. I want to get an idea whether it's worth sending mine in or just cut my losses and buy something else. I read review after review of how horrible HTC repair service is as far as turn around time and repair quality. Though many of those reviews seem to be from overseas I hope we have better service here.
Paging Dr B said:
No idea. Mine just arrived in Texas awaiting a repair after being exposed to water for 5 seconds. Curious, what color is your U11? I have a feeling that they were rushing out the Solar Red's because there's no way mine should have failed so easily. It might as well have no water resistance rating.
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Any updates on cost of repair? sorry to bug I'm trying to get an idea cuz I have someone ready to buy my device.
Where do you live?
I have experience with HTC EU and I know staffs from HTC Taiwan. But if outside these 2 areas, I can't help...
DroidManIc said:
Any updates on cost of repair? sorry to bug I'm trying to get an idea cuz I have someone ready to buy my device.
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They haven't got back to me yet. I'm also a little miffed that they announced the 6GB variant today. HTC really needs to redeem themselves, because i'm about to throw my hands up and just buy a OP5.
Paging Dr B said:
They haven't got back to me yet. I'm also a little miffed that they announced the 6GB variant today. HTC really needs to redeem themselves, because i'm about to throw my hands up and just buy a OP5.
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Yeah I'm on the same boat man. I'm just scared to get an OP5 with Jelly scrolling issue and tbh U11 failed to wow me that's the reason I'm debating so much on a repair or drop $800 the 6GB version. It's a solid device but I just wasn't super impressed.
So a little feedback from Germany maybe. My U11 has been send to repair 3.5 weeks ago. I first contacted HTC to tell them that my unit has a gap between frame and display along the top and that AI guess it wouldn't be water resistant that way. 30 minutes later I got a call back to confirm the issue and 5 mother minutes later an email with a free shipping translucent. They informed me that repairs in general could take up to 14 working day that would be Monday to Friday here in Germany. But they also told me that it might need longer regarding the new flagship, as spare parts haven't been distributed as of yet.
Spare parts finally arrived last Thursday - 14 days after the device arrived at the HTC repair service. It won't cost anything for me as it is a 'defective unit'due to the manufacturing process. Don't have it back as if yet. But the brilliant thing is: HTC is keeping me up with latest information every two or three days and in addition put my device onto the priority list of the workshop. So let's sesle. Meanwhile I'm using its predecessor the HTC 10
Sent from my htc_pmeuhl using XDA Labs
Alpert3 said:
Where do you live?
I have experience with HTC EU and I know staffs from HTC Taiwan. But if outside these 2 areas, I can't help...
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I live in the states so I know my devuce would also be going to Texas for repair. Just in general, good or bad feedback from what you know?
5m4r7ph0n36uru said:
So a little feedback from Germany maybe. My U11 has been send to repair 3.5 weeks ago. I first contacted HTC to tell them that my unit has a gap between frame and display along the top and that AI guess it wouldn't be water resistant that way. 30 minutes later I got a call back to confirm the issue and 5 mother minutes later an email with a free shipping translucent. They informed me that repairs in general could take up to 14 working day that would be Monday to Friday here in Germany. But they also told me that it might need longer regarding the new flagship, as spare parts haven't been distributed as of yet.
Spare parts finally arrived last Thursday - 14 days after the device arrived at the HTC repair service. It won't cost anything for me as it is a 'defective unit'due to the manufacturing process. Don't have it back as if yet. But the brilliant thing is: HTC is keeping me up with latest information every two or three days and in addition put my device onto the priority list of the workshop. So let's sesle. Meanwhile I'm using its predecessor the HTC 10
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Many of the bad reviews I found were from EU more specifically the UK. So maybe just really crappy service in the uk? Lets hope so! Either way keep us updated :good: and hopefully all goes smooth with your repair man. My potential buyer backed out so I have the phone for probably a few more days to decide on possible repair. For now I went out and got my self GS7 Edge, not a Samsung guy but its a solid device.
DroidManIc said:
I live in the states so I know my devuce would also be going to Texas for repair. Just in general, good or bad feedback from what you know?
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I don't know about the states, but in most regions, HTC let a 3rd party repair center to do the job for them. Unlike Apple, HTC as well other companies doesn't have the resources to build repair center in each country. That's why in EU and the UK the feedback of repair experience is pretty awful: you report problem to HTC, HTC report your case to 3rd party repair center, then come back to you and tell you to send the device, etc. The process is complicated and relatively long, that creates mistakes, misunderstandings, as well some other problems.
In EU I believe it's a company called Gordon Electronic who's in charge of the repair. Sony, Asus Acer as well as many companies trust it. But their reputation is not so good.
I sent my HTC 10 to repair the camera module, I sent it twice and at the second time I asked for an expert analysis, and after nearly 3 weeks from the initial report, my phone finally got repaired. It costed me 20€ of shipping fee, and that's it. The result is good, but the process is painful.
Not sure about repair, but I'm having a nightmare of a time with my return of the U11. 3+ weeks and counting on the refund that their website says 5-7 days...
53fireman said:
Not sure about repair, but I'm having a nightmare of a time with my return of the U11. 3+ weeks and counting on the refund that their website says 5-7 days...
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Give the tracking number to your credit card company and dispute the charge.
That's the next try. Thanks
The credit card avenue worked. Thanks. Unreal how HTC can make a decent phone, but have absolutely one of the worst customer service departments I've ever dealt with. Whether over the phone, email, or Facebook, every single person I talked to read from the same exact script about "escalations department" and I'd have the refund within 48 hours or the end of the week. Will never buy another HTC again as much as I loved the EVO, M7, M9.... the U11 was just too big for me and didn't have all the LTE bands, but it was a great phone. Thinking the Pixel 2 even though HTC is rumored to make it, hopefully customer service of Google isn't near as terrible.
53fireman said:
The credit card avenue worked. Thanks. Unreal how HTC can make a decent phone, but have absolutely one of the worst customer service departments I've ever dealt with. Whether over the phone, email, or Facebook, every single person I talked to read from the same exact script about "escalations department" and I'd have the refund within 48 hours or the end of the week. Will never buy another HTC again as much as I loved the EVO, M7, M9.... the U11 was just too big for me and didn't have all the LTE bands, but it was a great phone. Thinking the Pixel 2 even though HTC is rumored to make it, hopefully customer service of Google isn't near as terrible.
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Glad to hear you got your $ back finally. I too will be jumping ship. I was die-hard HTC from the G1 (dream) - M8 then eventually stpped buying HTC because they refused to make flagships w anything bigger than 5.2" screen. I was so excited for the u11 even though I was still skeptical .... Skip forward 1 month and here I am today w liquid damage from about 10s water exposure, a cracked back from one of the most gentle drops ever (because I actually broke the phone's fall w my foot and not only that. The impact w the ground was moke like it just slid from my foot, no hard landing at all) and finally a potential expensive nightmare if I opt to send it in for repair. No thank you. I will too be waiting for Pixel xl 2 or maybe a newer version of the OP5.
So a little feedback on my end regarding my defective device. I sent it in to the repair at 28th of June being about 7 weeks back. HTC support has been great in regard of information. As the U11 has just been released when I sent it in, the workshop received it at the 5th of July and HTC actively informed me that there was a problem regarding the spare parts. Those would be sent from Taiwan an need about two or three weeks to arrive at the workshop in Poland. Well not what I wished but can be accepted. The spare parts arrived at 18th of July with some delays due to TNT not delivering as planned. Well then, now the 10 - 14 day period mentioned for the actual repair after receiving the parts started and waiting did as well for me. I got a little bit impatient as I didn't here any news until the 3rd of August when 12 of the 14 days had already past. So I decided to contact HTC. Prior to this and for the last time on the 19th of July I've been contacted and informed of the current status by HTC nearly every two days, which is really really great. But let's go on: after contacting them they promised to check on the next day and answered my question on Friday the 4th of Augustthat my device is repaired and packed for dispatch at the same evening. The notification with a UPS tracking number came about an hour after that information. And now UPS was the one to fail. They really needed until Monday evening, 7th of Augustto pick it up and another day - yesterday - for the delivery. So finally I got my U11 back. Repairs look really well done and all is working fine and as wished for. No fees as all repairs were covered by the warranty.
Overall I'm very happy and pleased with the service. Only drawbacks are the long time of delivery of the spare parts and finally UPS causing another 1 maybe 2 day delay.
Sent from my HTC U11 using XDA Labs
Please allow me to share my story.
Bought/PreOrdered my HTC U11 from Sprint on 5/31/2017, received it on 6/7/2017. Used, enjoyed and loved the device for about a month when on July 3rd the device got a cracked screen. It was beside me in the couch while I played Fifa 17. Bad combination. My wedding ring did the damage.
I Contacted HTC Support the next day and was told that no parts were available to fix my device and that I should call back in 2 weeks. My phone was still usable and I did use it for 2 weeks.
On July 17 I contacted HTC Support Chat and was told that I could send in the device. I specifically asked about parts/screen availability and I was assured that I would be fixed in 5 - 8 days and "most of that time will be in shipping". A case was created and I was given a ticket which instructions on how and where to ship to.
I wrapped up my device and attached a letter appealing that they fixed it for free because this was my 4th HTC (EVO, M7, M9, U11) and I never used Uh Oh on my previous phones and hoped they could make a concession.... etc.
USPS confirmation shows the phone arrived at the repair facility on 7/20/2017. I did not receive and have not yet received any automated response from the repair facility informing me that the phone was received, being processed, no parts are available or anything. I have been calling HTC Support asking for updates using the Ticket # however that has been unfruitful.
HTC support has "escalated" my case but there is a huge disconnect between them and the repair center, they have no clue whats going on over there. Today is 8/17/2017 and I still have no phone, no ETA, no hope. I've been calling every Thursday and the response is always the same. "I have escalated your case and you will get a callback withing 24 - 48 hours". I received a callback once and it was to say "When I hear something, I'll let you know".
I am rambling because I don't have my phone and I have no clue as to when I am going to get it back. I am back to using the old M9 and I'm not happy, I haven't even reinstall all my applications because I thought the repair would have been relatively quick.
I don't know what else to do ...
Any suggestions?
I'm going to asking for a new replacement phone since mine light bleed issues out of the box. If that is not something they can do then they can have this phone back. With the V30 and Essential phone coming out soon the U11 looks like more and more of a disappointment in my eyes. I have had HTC phone since the Tilt with the exception of the V10 but I can see how as a brand they have gone downhill.
berto1025 said:
Please allow me to share my story.
Bought/PreOrdered my HTC U11 from Sprint on 5/31/2017, received it on 6/7/2017. Used, enjoyed and loved the device for about a month when on July 3rd the device got a cracked screen. It was beside me in the couch while I played Fifa 17. Bad combination. My wedding ring did the damage.
I Contacted HTC Support the next day and was told that no parts were available to fix my device and that I should call back in 2 weeks. My phone was still usable and I did use it for 2 weeks.
On July 17 I contacted HTC Support Chat and was told that I could send in the device. I specifically asked about parts/screen availability and I was assured that I would be fixed in 5 - 8 days and "most of that time will be in shipping". A case was created and I was given a ticket which instructions on how and where to ship to.
I wrapped up my device and attached a letter appealing that they fixed it for free because this was my 4th HTC (EVO, M7, M9, U11) and I never used Uh Oh on my previous phones and hoped they could make a concession.... etc.
USPS confirmation shows the phone arrived at the repair facility on 7/20/2017. I did not receive and have not yet received any automated response from the repair facility informing me that the phone was received, being processed, no parts are available or anything. I have been calling HTC Support asking for updates using the Ticket # however that has been unfruitful.
HTC support has "escalated" my case but there is a huge disconnect between them and the repair center, they have no clue whats going on over there. Today is 8/17/2017 and I still have no phone, no ETA, no hope. I've been calling every Thursday and the response is always the same. "I have escalated your case and you will get a callback withing 24 - 48 hours". I received a callback once and it was to say "When I hear something, I'll let you know".
I am rambling because I don't have my phone and I have no clue as to when I am going to get it back. I am back to using the old M9 and I'm not happy, I haven't even reinstall all my applications because I thought the repair would have been relatively quick.
I don't know what else to do ...
Any suggestions?
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**UPDATE**
8/18/2017 - Missed and returned a call from HTC Support. The Agent in-charge of my case (since it is escalated) advised me that there is an update and that I have a quotation for the repair. Looking back on the call i never got a solid figure but i was told for being so patient they have discounted the repair to circa $92.00 USD. I still have no emails stating this and the tracking website still shows the same status. I was told that I will be contacted either later today or early next week to make the payment over the phone once they apply the discount to my account. Apparently this has to happen first. So I wait.