Database Info

HTC warranty support fail - ticket #09GBD380000413

Here’s how things stand:
1. I sent my phone in almost 2 weeks ago for a small repair to usb sync
2. After a week of waiting, I started contacting you and found out that the phone was in ‘out of warranty’ state and ‘too much to repair’, without you contacting me whatsoever.
3. I’ve been told the phone is out of warranty due to ‘water damage’ – I state categorically that the phone hasn’t had any contact with water or any liquid, so I’ve been told the phone is out of warranty due to possible ‘usage in high humidity’!!!! This simply would not stand up in a legal claim.
4. While talking with incompetent service person (number 6!) on Friday I receive an email with a quote for repairs. I’m sure you’ll be as surprised as me by this stage:
Level 3 - MB+LCD replacement 166.00
Level 5 - Full Plastic Refurbishment 68.00
Labour27.00
Delivery6.87
VAT40.18
Total308.05
This is unbelievable – I just sent the phone in for a repair to USB sync, it’ll cost you 10 fricken pounds!!!
5. At the same time on that call, incompetent service person #6 tells me he’ll have management (Edward?) call me Friday afternoon or Monday morning.
6. I receive 2 more emails in my inbox, one stating re: ticket #09UKCW39ENA000326 “Thank you for your patience whilst we investigate this as a matter of urgency” and another entitled “HTC Customer Service Excellence”
http://www.htcwiki.com/thread/3329118/HTC+warranty+support+fail+-+ticket+#09GBD380000413

I'm in a similar situation to you.
I sent in my wife's HTC Magic because it just shows a blue LED when you turn it on and nothing on the screen, not even a backlight. It changes to an orange LED when plugged in as if charging.
Sent the phone in
10 working days and 3 phone calls chasing it down.
Finally get an invoice for £277 to replace the motherboard, LCM and plastic casing!!!!!!
Called them up to ask WTF? They say "water damage". I tell them that there is a water sensitive sticker not 5mm from the affected part on the image and it is WHITE (no water)!!!
I told them that I disagree with their diagnosis and that I would only authorise replacement of the motherboard, not the LCM and plastic casing.
They essentially said it was the invoice cost or £20 to send it back.
I said I would call them back. They asked if I would like to do a customer survey!!! So I did... and gave the worst rating to every question.
I'll be getting back onto them tomorrow and telling them that I dispute their diagnosis and want to escalate this matter further. Anyone got any pointers about how to move forward with this?

ZenithUK said:
I'm in a similar situation to you.
I sent in my wife's HTC Magic because it just shows a blue LED when you turn it on and nothing on the screen, not even a backlight. It changes to an orange LED when plugged in as if charging.
Sent the phone in
10 working days and 3 phone calls chasing it down.
Finally get an invoice for £277 to replace the motherboard, LCM and plastic casing!!!!!!
Called them up to ask WTF? They say "water damage". I tell them that there is a water sensitive sticker not 5mm from the affected part on the image and it is WHITE (no water)!!!
I told them that I disagree with their diagnosis and that I would only authorise replacement of the motherboard, not the LCM and plastic casing.
They essentially said it was the invoice cost or £20 to send it back.
I said I would call them back. They asked if I would like to do a customer survey!!! So I did... and gave the worst rating to every question.
I'll be getting back onto them tomorrow and telling them that I dispute their diagnosis and want to escalate this matter further. Anyone got any pointers about how to move forward with this?
Click to expand...
Click to collapse
I think you need to get trading standards involved asap..
you don't have a photo of the back showing the untouched/unchanged water sticker before you sent it in do you??
If you do then the service centre is very likely to see itself guilty of trying to commit an act of fraud by the sound of it..

[Q] Why am I responsible for shipping charges for Dust under screen repair??

A decent amount of dust has showed up in a spot about 1/2 inch from the very top at the edge top right corner of the screen. Since I purchased the phone at Walmart they said talk to TMO or HTC. I called TMO and they told me dust under the screen doesn't seem to qualify as "manufacture defects" so they wont exchange it for me there, they said call HTC. I call HTC and they fill me in on all the details associated with the repair process etc.. My question is this: why am I responsible for shipping charges on a manufacture defect? On top of that, if they don't deem unwarrantable then I am charged a $39 or less triage fee.... Why am I also gonna be out of a phone for the next 6-10 days without compensation?
I just don't understand the logic behind this. Anyone have any advice, or explanation?
Thanks,
Joseph

mesajoejoe said:
A decent amount of dust has showed up in a spot about 1/2 inch from the very top at the edge top right corner of the screen. Since I purchased the phone at Walmart they said talk to TMO or HTC. I called TMO and they told me dust under the screen doesn't seem to qualify as "manufacture defects" so they wont exchange it for me there, they said call HTC. I call HTC and they fill me in on all the details associated with the repair process etc.. My question is this: why am I responsible for shipping charges on a manufacture defect? On top of that, if they don't deem unwarrantable then I am charged a $39 or less triage fee.... Why am I also gonna be out of a phone for the next 6-10 days without compensation?
I just don't understand the logic behind this. Anyone have any advice, or explanation?
Thanks,
Joseph
Click to expand...
Click to collapse
No dust under my screen I'm sure shipping will not cost much...be sure to get INSURANCE. Have you tried simply exchanging the device for another one at Walmart?

nccu_eagles said:
No dust under my screen I'm sure shipping will not cost much...be sure to get INSURANCE. Have you tried simply exchanging the device for another one at Walmart?
Click to expand...
Click to collapse
I am sure shipping wont be costly, its just I don't see how or why I should have to pay for it. And Walmart after 15 days from purchase wont touch it, or so they are telling me?
If I go in and complain, while still being respectful or course, do you think Walmart or TMO will exchange it?

mesajoejoe said:
I am sure shipping wont be costly, its just I don't see how or why I should have to pay for it. I have no need for Insurance, but I do see how it is helpful for others. This is a warranty issue not a cracked screen or something I caused. And Walmart after 15 days from purchase wont touch it, or so they are telling me?
If I go in and complain, while still being respectful or course, do you think Walmart or TMO will exchange it?
Click to expand...
Click to collapse
I meant shipping insurance just in case USPS/FEDEX/UPS loses the package. I live in Charlotte, NC and there are a bunch of Walmart's here. I would clean up the phone really good and try to return it even if it's for store credit and then drive to another Walmart and purchase a new Sensation with the store credit. Did you buy it full retail price or did you do a contract? If you did a contract then you are out of luck with store credit because it wouldn't be enough to purchase a new phone. Otherwise you could call TMO and ask for a warranty exchange and tell them the phone won't power on. They will ship you a new unit and you would just mail back the current unit. I have done a warranty exchange a million times.

Yeah I realized what you meant by insurance after I responded. I bought it on contract, and its past Walmart's 14-day return policy so they might not take to that so much lol. I have done a few in the past with TMO over the phone without any problems and a few in-store as well, as I have always purchased them through the store. I just might have to try TMO over the phone again and get them to send me one like you suggested. Thanks for your advice I really appreciate it.

mesajoejoe said:
Yeah I realized what you meant by insurance after I responded. I bought it on contract, and its past Walmart's 14-day return policy so they might not take to that so much lol. I have done a few in the past with TMO over the phone without any problems and a few in-store as well, as I have always purchased them through the store. I just might have to try TMO over the phone again and get them to send me one like you suggested. Thanks for your advice I really appreciate it.
Click to expand...
Click to collapse
That's the best way to get them to respond quick TELL THEM THE DEVICE WON'T POWER ON. They will then ask you to verify that the sticker under the battery is still white and then they will ship you a phone. Make sure you call from a phone different from your Sensation i.e a land line LOL and you will be ok.

That's weird. When the Nexus One's had issues with dust getting under the screen the problem was fixed for free assuming you hadn't rooted the device.
I know I personally had a rooted device get dust, cost 100 if I recall to have it fixed. Happened again in a week and they didn't make me pay for shipping or anything to send it back again.

Contacted HTC customer support regarding volume button dropped off

my sensation volume button is dropped off while I was trying to adjust volume, and can not put it back.
I contacted HTC (UK) customer support, they told me this problem is classified as out of warranty, because they assume volume button is sealed very well in back cover and only physical damage can cause it drop off.
customer support blame me for this problem and ask me to buy a new back cover for £40.99 plus £6.99 delivery.
Its just completed ruined my htc experience. I like this phone very much, and I can't adjust volume now.

found same story here, and more same problem happened in reply section.
http://pocketnow.com/android/htc-sensation-volume-rocker-fail

You can still adjust volume in settings or with other apps.
I believe volume button works as shortcut for volume adjustment.

Bt the fone mite look ugly without the rocker on the side
Sent by my feau gee

bakili said:
You can still adjust volume in settings or with other apps.
I believe volume button works as shortcut for volume adjustment.
Click to expand...
Click to collapse
thanks.
it looks ugly and feels wrong without it. and strange thing is, this is hardware problem, and they told me this problem classified as out of warranty. how come?

piimp said:
Bt the fone mite look ugly without the rocker on the side
Sent by my feau gee
Click to expand...
Click to collapse
yes, its ugly without it, also very easy for other people to see, you can hide it.
its amazing phone and cant show your friends because of volume button is missing.

everyday48 said:
my sensation volume button is dropped off while I was trying to adjust volume, and can not put it back.
I contacted HTC (UK) customer support, they told me this problem is classified as out of warranty, because they assume volume button is sealed very well in back cover and only physical damage can cause it drop off.
customer support blame me for this problem and ask me to buy a new back cover for £40.99 plus £6.99 delivery.
Its just completed ruined my htc experience. I like this phone very much, and I can't adjust volume now.
Click to expand...
Click to collapse
Thats Strange. I had the exact same problem and called HTC UK, the gentleman advised me to return the phone to T-Mobile to exchange the handset or he could send me a replacement cover, but that would take a week to ten days. I asked for a replacement cover and that arrived 2 days later. Maybe you should call back and speak to someone else.

Demand it. Laws are here to protect you in the EU..
Demand you are unhappy and you want a replacement otherwise lawyers will get involved.
The law says if you are unhappy because a product failed to do it's duty or wasn't of good quality (ie. volume buttons detaching) then the company MUST replace it.

Legally in the UK it is down to the shop/retailer not manufacturer to rectify either through repair or replacement, or if they like by refund.
If something goes wrong in the first 6 months it is up to the shop to prove the issue was caused by misuse, not up to you to prove it just fell off.
So contact the retailer and ask them to repair it or replace it. If they say you need to contact HTC direct tell them that under the sale of goods act it is the responsibility of the retailer.

austendale9 said:
Demand it. Laws are here to protect you in the EU..
Demand you are unhappy and you want a replacement otherwise lawyers will get involved.
The law says if you are unhappy because a product failed to do it's duty or wasn't of good quality (ie. volume buttons detaching) then the company MUST replace it.
Click to expand...
Click to collapse
Yes, I thought I am covered under warranty, seem I was wrong.
It's annoying that customer support he is confirmed with one of his colleague, both of them believe volume button is very well sitted in back cover, its only happened when physical damage to it.
They are using too much their own imagination, not look into problem. I did some research on this, many people have this problem.

xaccers said:
Legally in the UK it is down to the shop/retailer not manufacturer to rectify either through repair or replacement, or if they like by refund.
If something goes wrong in the first 6 months it is up to the shop to prove the issue was caused by misuse, not up to you to prove it just fell off.
So contact the retailer and ask them to repair it or replace it. If they say you need to contact HTC direct tell them that under the sale of goods act it is the responsibility of the retailer.
Click to expand...
Click to collapse
Thank you. I will try contact Vodafone, see what Vodafone say about this.

everyday48 said:
my sensation volume button is dropped off while I was trying to adjust volume, and can not put it back.
I contacted HTC (UK) customer support, they told me this problem is classified as out of warranty, because they assume volume button is sealed very well in back cover and only physical damage can cause it drop off.
customer support blame me for this problem and ask me to buy a new back cover for £40.99 plus £6.99 delivery.
Its just completed ruined my htc experience. I like this phone very much, and I can't adjust volume now.
Click to expand...
Click to collapse
Mine did the same and i had a brand new cover sent out. I used the Htc uk support live chat. The guy even sent an update when it had been sent out. This was about 6 weeks a go.

everyday48 said:
Yes, I thought I am covered under warranty, seem I was wrong.
Click to expand...
Click to collapse
Sometimes I wish warranties were banned, they can be used by companies to make out that you have no rights.
All a warranty is in the UK, is an agreement from the retailer/manufacturer that they will repair/exchange the item without hassle if they deem it to fall under that agreement.
Outside that agreement you have statutory rights which in the UK are pretty solid.
For instance, most people will think that after a year if something goes wrong with their phone they should pay to repair it, but the law says that you should be able to get a reasonable amount of use out of an item, and I don't know about you, but I'd expect a £400+ to last more than 2 years.
You also have several organisations which are on your side.
If you want free legal advice there is the Citizen's Advice Bureau.
If you get no where with Vodafone, see if your local BBC radio station has a consumer protection show. BBC 3 Counties Radio (Herts, Beds, Bucks) has an excellent show in the mornings for instance.
Have a look here

xaccers said:
Sometimes I wish warranties were banned, they can be used by companies to make out that you have no rights.
All a warranty is in the UK, is an agreement from the retailer/manufacturer that they will repair/exchange the item without hassle if they deem it to fall under that agreement.
Outside that agreement you have statutory rights which in the UK are pretty solid.
For instance, most people will think that after a year if something goes wrong with their phone they should pay to repair it, but the law says that you should be able to get a reasonable amount of use out of an item, and I don't know about you, but I'd expect a £400+ to last more than 2 years.
You also have several organisations which are on your side.
If you want free legal advice there is the Citizen's Advice Bureau.
If you get no where with Vodafone, see if your local BBC radio station has a consumer protection show. BBC 3 Counties Radio (Herts, Beds, Bucks) has an excellent show in the mornings for instance.
Have a look here
Click to expand...
Click to collapse
So many information, thank-you.
I will fight to the end until problem solved and use information you have provided if needed & update any progress here.

cjm1979 said:
Mine did the same and i had a brand new cover sent out. I used the Htc uk support live chat. The guy even sent an update when it had been sent out. This was about 6 weeks a go.
Click to expand...
Click to collapse
The unibody design seems add too much cost to repair for HTC, even only for tiny volume switch.
HTC customer support also argue volume button is very secure and only can be removed by physical damage. But for me, mine is dropped off while I was adjusting volume.
BTW, a tiny volume rocker can destroy HTC brand.

This happened to me as well. It makes me question the build quality of this device. I wanted to keep it around for a long time, but now I'm a but sorry I didn't wait for the next Nexus device. I live in the US. When I called them they sent me a new back cover within 3 days. It makes me wonder if it will happen again....

Mrplennium said:
This happened to me as well. It makes me question the build quality of this device. I wanted to keep it around for a long time, but now I'm a but sorry I didn't wait for the next Nexus device. I live in the US. When I called them they sent me a new back cover within 3 days. It makes me wonder if it will happen again....
Click to expand...
Click to collapse
I have same thought, what can I do if volume rocker fail again even they agree to give me a new cover.
I will sell this device ASAP when my contract finishs. It's a shame, i like this phone.

everyday48 said:
I have same thought, what can I do if volume rocker fail again even they agree to give me a new cover.
I will sell this device ASAP when my contract finishs. It's a shame, i like this phone.
Click to expand...
Click to collapse
I pulled mine off and then glued it back on when I was done my mod. If the little rubber piece is still there then you should be able to just crazy glue it back.

everyday48 said:
I have same thought, what can I do if volume rocker fail again even they agree to give me a new cover.
I will sell this device ASAP when my contract finishs. It's a shame, i like this phone.
Click to expand...
Click to collapse
You contact Vodafone again and demand they replace the back cover again, simple as that.

I had that happen, too. HTC US gave me no problem, replaced back cover free.
Sent from my A101IT using xda premium

Replacement screen ??

Just Dropped my one week old moto g about a foot from the floor and the glass has cracked, gutted
wow i cant believe how fragile they are it only slid off the couch onto the laminate floor, serious try not to drop it !
anyway just wondering what my options are about getting it replaced, i purchased it from phones4u, could i get it repaired through them or what ??
any suggestions would be really gratefull

shootomanUK said:
Just Dropped my one week old moto g about a foot from the floor and the glass has cracked, gutted
wow i cant believe how fragile they are it only slid off the couch onto the laminate floor, serious try not to drop it !
anyway just wondering what my options are about getting it replaced, i purchased it from phones4u, could i get it repaired through them or what ??
any suggestions would be really gratefull
Click to expand...
Click to collapse
i have no idea to help you but,
Could you please post a picture of that cracked screen ?

cant post a picture as ive not got another camera, it would be hard to take a picture of it anyway, it is a crack right across the phone ;(

It's not just the screen but also the Gorilla glass you have broken ( Correct me if I am wrong ) so according to me you should go to Moto's service center as only they can replace your screen.

PrimeNexes said:
It's not just the screen but also the Gorilla glass you have broken ( Correct me if I am wrong ) so according to me you should go to Moto's service center as only they can replace your screen.
Click to expand...
Click to collapse
sorry for the confusion it is the glass that has cracked, the screen is ok and responds to touch ok aswell, ive contacted motorola and ive got to send it to them for repair, chargeable of course but dont know how much untill i have a quote, i will let everyone know how much it was when its sorted.

Well how much did it cost ? It was unfortunate you broke your new phone Well but it's a good lesson for others

UPDATE:
Ok so i contacted motorola via email last week and they told me to return the phone to here : https://extranet.sbe-ltd.co.uk and they would send me a quote for the repair price, but i should have my phone returned within 5 days.
so i sent it, in the meantime i checked out sbe-ltd.co.uk out on the net and i was shocked at the poor reviews they were awfull,
i was worried that i would never see the phone again.
anyway i waited a week and to my surprise on saturday morning the postman delivered it !
i opened the packaging and it was in a white box in bubble wrap, i was gobsmacked !!!
they sent me a Brand New Moto G free of charge !!!
HAPPY DAYS !

Hey year SBE do that! I work for there rival. Most likely did not have parts in stock so unit swap was done. Just curious how much did it cost and where did you get your moto g from?
Sent from my XT1032 using xda app-developers app

Arf I have the same problem.
My screen is cracked!
Nobody want to repair it in france...

shootomanUK said:
UPDATE:
Ok so i contacted motorola via email last week and they told me to return the phone to here : https://extranet.sbe-ltd.co.uk and they would send me a quote for the repair price, but i should have my phone returned within 5 days.
so i sent it, in the meantime i checked out sbe-ltd.co.uk out on the net and i was shocked at the poor reviews they were awfull,
i was worried that i would never see the phone again.
anyway i waited a week and to my surprise on saturday morning the postman delivered it !
i opened the packaging and it was in a white box in bubble wrap, i was gobsmacked !!!
they sent me a Brand New Moto G free of charge !!!
HAPPY DAYS !
Click to expand...
Click to collapse
That is awesome! Congrats!

shootomanUK said:
UPDATE:
Ok so i contacted motorola via email last week and they told me to return the phone to here : and they would send me a quote for the repair price, but i should have my phone returned within 5 days.
so i sent it, in the meantime i checked out out on the net and i was shocked at the poor reviews they were awfull,
i was worried that i would never see the phone again.
anyway i waited a week and to my surprise on saturday morning the postman delivered it !
i opened the packaging and it was in a white box in bubble wrap, i was gobsmacked !!!
they sent me a Brand New Moto G free of charge !!!
HAPPY DAYS !
Click to expand...
Click to collapse
That's amazing, but can you tell us how much it cost you ?
I just cracked the glass on mine and it is only 1 month old.
Thanks.

blindscout said:
That's amazing, but can you tell us how much it cost you ?
I just cracked the glass on mine and it is only 1 month old.
Thanks.
Click to expand...
Click to collapse
they sent me a Brand New Moto G free of charge !!!

shootomanUK said:
UPDATE:
Ok so i contacted motorola via email last week and they told me to return the phone to here : https://extranet.sbe-ltd.co.uk and they would send me a quote for the repair price, but i should have my phone returned within 5 days.
so i sent it, in the meantime i checked out sbe-ltd.co.uk out on the net and i was shocked at the poor reviews they were awfull,
i was worried that i would never see the phone again.
anyway i waited a week and to my surprise on saturday morning the postman delivered it !
i opened the packaging and it was in a white box in bubble wrap, i was gobsmacked !!!
they sent me a Brand New Moto G free of charge !!!
HAPPY DAYS !
Click to expand...
Click to collapse
Great that you got it sorted. I dropped my Moto G from a small height today and the LCD has completely bled, I can just about use the phone. Annoyingly, not a single cosmetic scratch! Kind of surprised it got damaged so easily. Just to clarify, you weren't insured? I'm thinking of going down the route you've outline in order to get this sorted. Did you just email motorola and they commissioned the repair through SBE? Any details you could give of your process that might help me receive a free replacement too would be massively appreciated :good:

Mail them here, i have come to this conclusion.
Also buy a case, i will be now lol - I thought it was gorrilla glass.

solowkey said:
Mail them here, i have come to this conclusion.
Also buy a case, i will be now lol - I thought it was gorrilla glass.
Click to expand...
Click to collapse
Sent it off to the service centre today, fingers crossed! I know, guess the G is a little more fragile than we thought - definitely buying a case if they send me a new one.

galaimo said:
Sent it off to the service centre today, fingers crossed! I know, guess the G is a little more fragile than we thought - definitely buying a case if they send me a new one.
Click to expand...
Click to collapse
Hope it comes through, you just emailed them from the page i linked yeah? havnt had chance yet...

solowkey said:
Hope it comes through, you just emailed them from the page i linked yeah? havnt had chance yet...
Click to expand...
Click to collapse
I just rang up and explained the damage, they then emailed me the details regarding repair. The address for the the service centre is the same one used by the OP, SBE LTD, so I'm feeling hopeful. I'll keep you update with how it pans out :good:

Just emailed them and got a response telling me to phone a american number and that it would be $125, Hoping the wires have been crossed somewhere as this is no good in the UK!

Jacques993 said:
Just emailed them and got a response telling me to phone a american number and that it would be $125, Hoping the wires have been crossed somewhere as this is no good in the UK!
Click to expand...
Click to collapse
Nah that's not correct. Here's the email I received when I asked about repair:
hank you for contacting Motorola.
We are sorry that you have been experiencing a fault with your Motorola phone and due to this we would like to suggest that you send your phone to our repair centre. The address for our repair centre, for our UK based customers, is:
SBE (UK) LTD
Unit 2A Motorola Repair Centre
Beaver Industrial Estate
Beaver Road
Ashford, Kent
TN23 7SH
When sending your phone to our repair centre we would recommend that you follow the guidelines below:
• That the phone is protected and cushioned within its packaging and sent for repair using a jiffy bag.
• That you ask for proof of postage at the Post Office.
• That your phone is insured against loss and damage.
• That when posting to us that you use a service that has track and trace.
In addition to the recommendations above we would also request that you:
• Keep a note of the IMEI number of your phone (this can be found on the back of the phone under the battery, the side of the box, or by dialing *#06# on the main screen of your handset).
• Please do not send any accessories with your phone including the battery, memory card, sim card, charger, back cover, original box etc with your phone. If any accessories are required then we will request this from you but please note that the repair centre may not return any unnecessary items.
• Please do backup any contacts, pictures, games and ring tones as there is a high risk during repair that these will be lost during the repair process
Lastly we would also request that you include a note with your phone with the information:
• A description of the fault
• Your name, return address and a daytime telephone number
• The reference number provided by Motorola which can also be found at the top of this email
• A copy of your proof of purchase (not the original)
Motorola will repair and return your phone free of charge under the warranty conditions. If in the event that your phone is found to be out of warranty by the repair centre then please be advised that a quotation and handling charge may be applied. Any damage caused by using unauthorised operating systems, tampering or altering the device firmware will void your warranty and you may be charged for repair.
You can expect the phone to be repaired within 10 working days from its arrival at our repair centre but please allow additional days for postage. Please also note that Motorola do not accept claims for losses incurred by customers not following the process detailed in this message.
If you wish to track your repair then please visit: http://extranet.sbe-ltd.co.uk using your IMEI number from your phone.
We fully appreciate the inconvenience that this has caused and we hope to resolve this for you.
For any further assistance or information please do not hesitate to contact us, quoting your Customer Reference number. We are reachable on 0870 901 0555 to discuss the matter further with one of our experienced customer service agents. Please contact us anytime between the hours of 8:30am and 6pm Monday to Friday and Saturday 8am to 2pm.
Kind regards,
Motorola Mobility

UPDATE
Just got a knock at the door from the postman with a white box containing my Moto G with a brand new screen replaced under warranty free of charge! This is despite my device having an unlocked bootloader. I'd urge anyone who is hesitant (as I was) to send off their damaged Moto G. Despite the poor reviews all over the net, it seems SBE are offering a quality repair service. :good:

cracked screen, ugh!

Unfortunately after 3 days use, cracked screen. A fall on the cement with a case on it, but it was too much.
Sad day. Hopefully replacement parts might be available sóon

Same happened to me just now.
I dropped it (with the HTC case on), and the screen cracked.
The drop was about 1 meter :-/
I feel sick now...

hek.je said:
Same happened to me just now.
I dropped it (with the HTC case on), and the screen cracked.
The drop was about 1 meter :-/
I feel sick now...
Click to expand...
Click to collapse
Same for me, was out walking the dog and the lead pushed the phone out of my pocket. Landed on the top left corner I think at first glance was fine barely even a mark on the case but when I got home and put the phone down that there was a weird reflection and turned the screen on and saw a crack going a cross from top left to just over the power button.
Have contacted HTC to arrange a repair which is chareable as they seemingly void the warranty when the screen is cracked...better get warranty back on it after they fix it.
I was just about ready to sell my u11 thankfully still got it so using it now altho complete stock sucks lol and had relocked bootloader so no warning screen on boot sigh....

Hmm I contacted HTC (Netherlands), and they told me that it's not under warranty.
I'm going to call again on monday and try again!
The crack on my phone runs from the power button down to the left bottom side.

hek.je said:
Hmm I contacted HTC (Netherlands), and they told me that it's not under warranty.
I'm going to call again on monday and try again!
The crack on my phone runs from the power button down to the left bottom side.
Click to expand...
Click to collapse
Warranty don't cover user fault. I mean, if the phone shipped damged than you can get it cover.
Sent from my HTC U12+ using Tapatalk

I have just got the quote for repair my screen, not the actual quote as they still can't give me a the proper ticket number etc.
The cost for me to ahve the screen replaced is £285 which is almost 50% of what I paid...not bad ehh. Think this will be my last HTC phone have had them for years but losing my phone and then a ridiculous repair cost is not good.

Jump1ng said:
I have just got the quote for repair my screen, not the actual quote as they still can't give me a the proper ticket number etc.
The cost for me to ahve the screen replaced is £285 which is almost 50% of what I paid...not bad ehh. Think this will be my last HTC phone have had them for years but losing my phone and then a ridiculous repair cost is not good.
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Well that price tag is the same with every other manufacturer. So it's something you would have had to deal with on a Sammy or OP as well... it's nothing ridiculous actually. That's why I took care to get mine insured as soon as it arrived.
Sent from my HTC U12+ using XDA Labs

5m4r7ph0n36uru said:
Well that price tag is the same with every other manufacturer. So it's something you would have had to deal with on a Sammy or OP as well... it's nothing ridiculous actually. That's why I took care to get mine insured as soon as it arrived.
Sent from my HTC U12+ using XDA Labs
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Yeah but the best thing is that the phone been in the repair centre since the 13th and still haven't got the actual quote so I can't even pay it and they never got me the UPS return label so I also had to pay for the shipping back to the factory.
Been in touch with the support for every day for well over a week and still not actually got a proper ticket number that I can track and just keep getting a new ticket number that doesn't work plus mixing up the serial number.
So think this will be the last HTC phone for me as my U11 that was faulty when I got it also took weeks to get replaced as they kept saying they where going to try and repair it.

Jump1ng said:
Yeah but the best thing is that the phone been in the repair centre since the 13th and still haven't got the actual quote so I can't even pay it and they never got me the UPS return label so I also had to pay for the shipping back to the factory.
Been in touch with the support for every day for well over a week and still not actually got a proper ticket number that I can track and just keep getting a new ticket number that doesn't work plus mixing up the serial number.
So think this will be the last HTC phone for me as my U11 that was faulty when I got it also took weeks to get replaced as they kept saying they where going to try and repair it.
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Well that's standard. Spar parts need to be delivered to the partners in the specific regions. Such things always take 4 - 6 weeks after the first devices shipped. Some manufacturers even need 8 to 10 weeks to provide the needed parts and prices.
Sent from my HTC U12+ using XDA Labs

so any news on spare parts, i allready ordered a new back for my 5 days old u12+ but one day after i ordered it i need allso a new display, it fell from about 30 cm height on the ground and i was shocked thatthe display broke alltough it was in the original case
lousy performance by htc after the tank of a phone htc 10

Can't believe it happened to me. My U12+ fell out of my pocket -- maybe three feet -- and shattered!! I'd been using it in the wild for just four days. Had it in the case that came with the phone. (The case I planned to use is arriving tomorrow.)
I'm horrified. This phone can't be dropped three feet?? It's defective by design.
Now, the aftermatch. I contacted HTC US and they said they wouldn't touch it because I have the Hong Kong variant. I'm supposed to coordinate with HTC Hong Kong. The repair shop up the street said they could fix it for $150 if I was willing to wait two weeks for parts, so I'm trying that.
Insult to injury, I thought I had insurance, but it doesn't kick in because T-Mobile hadn't registered the phone.
Will keep everyone posted about the repair. It would be great if there was a cheaper third-party option.

pixelvisions said:
Can't believe it happened to me. My U12+ fell out of my pocket -- maybe three feet -- and shattered!! I'd been using it in the wild for just four days. Had it in the case that came with the phone. (The case I planned to use is arriving tomorrow.)
I'm horrified. This phone can't be dropped three feet?? It's defective by design.
Now, the aftermatch. I contacted HTC US and they said they wouldn't touch it because I have the Hong Kong variant. I'm supposed to coordinate with HTC Hong Kong. The repair shop up the street said they could fix it for $150 if I was willing to wait two weeks for parts, so I'm trying that.
Insult to injury, I thought I had insurance, but it doesn't kick in because T-Mobile hadn't registered the phone.
Will keep everyone posted about the repair. It would be great if there was a cheaper third-party option.
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Good luck on the repair. I would see if a repair shop locally could repair it. I just had a sub par experience with the USA HTC repair department recently. I bricked my phone and decided to send it back to HTC to see if they could revive the phone. After 5 weeks they sent it back to me and it still was not working correctly. I decided to see if I could resolve the issue which I was able to. Thank goodness. I would have hated to send the phone back to HTC for nothing again.

mauiblue said:
Good luck on the repair. I would see if a repair shop locally could repair it. I just had a sub par experience with the USA HTC repair department recently. I bricked my phone and decided to send it back to HTC to see if they could revive the phone. After 5 weeks they sent it back to me and it still was not working correctly. I decided to see if I could resolve the issue which I was able to. Thank goodness. I would have hated to send the phone back to HTC for nothing again.
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Man! Make me nervous when reading this lol. The warranty on HTC device isn't up to it standard.
Sent from my HTC U12+ using Tapatalk

I'm sorry if I made you feel uneasy but I figure just wanted to give you a head's up on HTC repair service. I found another thread on this particular topic and it was disappointing to read all the issues customers had with HTC repair (USA).

next time if you have a warranty issue, you can try asking the HTC DACH contact on facebook/twitter... they are actually replying properly and maybe even able to help properly. it's sad to see so many bad things with USA repair as in Europe it's quite good...but also depends on if you are in contact with them per private message or just via e-mail... via private message on facebook it works out much better

Two and half weeks later, the local repair shop tells me they ordered the wrong part (probably for the U12 Life) and worse they are unable to source a U12+ replacement screen anywhere in the world. I can't find a place to buy one either, with the sole exception of an Indian supplier asking more than $300.
Does anyone know where one can buy a replacement screen? Or how much HTC charges for repair? If it's more than $200 I'm giving up on this.

pixelvisions said:
Two and half weeks later, the local repair shop tells me they ordered the wrong part (probably for the U12 Life) and worse they are unable to source a U12+ replacement screen anywhere in the world. I can't find a place to buy one either, with the sole exception of an Indian supplier asking more than $300.
Does anyone know where one can buy a replacement screen? Or how much HTC charges for repair? If it's more than $200 I'm giving up on this.
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Just happened to me, over the phone they quoted me $2-300, but it could be more or less after sending it in. I asked what is the point of a warranty and they said it's only software issues, and it doesn't cover user damages like cracked screens. Anyways, you and I are sinking in the same boat, with HTC not selling any screens themselves, or providing other alternatives besides their own repair center. Scam company at this point

HTC cracked screen repair update:
1. I sent HTC my U12+ to repair due to a cracked screen.
2. They email me asking for a credit card to charge for the repair ($200). They asked me to call them. They did not provide a phone number.
3. I called and they ultimately said someone will call me back in 24-48 hours to take payment because they can't take payment.
4. When asked how long it will take to repair once they have payment, he said they usually take 3 week from the time they receive the phone.
It's been 7+ weeks since they received the phone.

How do I get in touch with the Indian dude, I'll spend the 300 to look at the screen without cracks. Guess I got lucky if you call it that, everything works and the cracks aren't that bad but it is disconcerting that a screen can't be had anywhere.

VidJunky said:
How do I get in touch with the Indian dude, I'll spend the 300 to look at the screen without cracks. Guess I got lucky if you call it that, everything works and the cracks aren't that bad but it is disconcerting that a screen can't be had anywhere.
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A website called "cellspare" sells the screen, but it's $339. I made the resolve to wait two months and see if screens are cheaper.