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Returned My 2ND G2X , Now Im Stuck With Blackberry :-(

Im so depressed lol. Blackberry sucks. I remember when i use to love their phones. Now that i have been long exposed to android i dont know what to do without them. Here's my story: First G2X blew out on me during a call and i returned it. The rep in the store couldnt turn it on and try to find signs of water damage which there werent any. Second G2X had serious bleeding in the upper corner. I tried to disregard it but im very anal about my devices especially when i buy them outright. I returned it and got credit on my account that supposedly cant be touched unless i notify tmobile. My friend works for tmobile and told me a new shipment is coming in a little after Mothers day. So ill try my luck again and hopefully get a good unit. I dont really suggest anyone buy one via craigslist or ebay but as you can see most sellers are not accepting returns. Wish me luck guys.

i work at a tmobile store and we get shipments every business day. no deliveries saturday/sunday
dont know why they wouldn't be getting anything til after mothers day. plus we only get notifications 4 days ahead of time of what the shipment contains.

charlieb620 said:
Im so depressed lol. Blackberry sucks. I remember when i use to love their phones. Now that i have been long exposed to android i dont know what to do without them. Here's my story: First G2X blew out on me during a call and i returned it. The rep in the store couldnt turn it on and try to find signs of water damage which there werent any. Second G2X had serious bleeding in the upper corner. I tried to disregard it but im very anal about my devices especially when i buy them outright. I returned it and got credit on my account that supposedly cant be touched unless i notify tmobile. My friend works for tmobile and told me a new shipment is coming in a little after Mothers day. So ill try my luck again and hopefully get a good unit. I dont really suggest anyone buy one via craigslist or ebay but as you can see most sellers are not accepting returns. Wish me luck guys.
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Did you use a debit card or cc? They dont give you money back? I'm thinking about returning mine... They give you store credit back?

was this a corporate owned location?
we always give full refunds within 14 days of purchase for contract extensions and 30 days of purchase for full-price. if it was through a third party retailer it would make much more sense as to why they only give you credit.

it was a tmobile seller not a tmobile retailer. they said i can use the credit to go to a actual tmobile store to purchase it. im waiting because i dont want any problems. i know all cell phones have issues but i would rather have a issue that can be fixed by a soft mod or something.

You should wait for the Samsung Galaxy S2. The super amoled plus screen should be awesome. I miss my Samsung Vibrant screen, but I'm happy with my LG G2X overall.

grenademasta said:
You should wait for the Samsung Galaxy S2. The super amoled plus screen should be awesome. I miss my Samsung Vibrant screen, but I'm happy with my LG G2X overall.
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Samsung amoled only has better blacks.... g2x has amazing color and screen... better them mt4g way better then hd7, evo is out of conversation .... super amoled is nice but those phones feel cheap and touch wiz is ridiculous
although
samsung said no more locked bootloader
still
for now
I say g2x and sensation are best choices
sent from my G2X with no regrets

suhailtheboss said:
was this a corporate owned location?
we always give full refunds within 14 days of purchase for contract extensions and 30 days of purchase for full-price. if it was through a third party retailer it would make much more sense as to why they only give you credit.
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is that true about the 30 days for full price purchasers? or is that california only? i bought mine online from tmo. i never heard of this policy. can more than one person confirm this please?

Just got G2X for the wife, fast phone. There is slight bleeding but very minor and how many G2x I have to go through for it to be perfect.
I'm waiting for SGS2 myself. Superamoled has more pop to its colors. G2X has more natural white. Superamoled + should be better and bigger screen.
Sent from my SGH-T959 using XDA Premium App

crazythunder said:
is that true about the 30 days for full price purchasers? or is that california only? i bought mine online from tmo. i never heard of this policy. can more than one person confirm this please?
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as far as i know the 30 day policy for full price is nation-wide in corporate retail stores.
it prints out the policy on every single one of our receipts on the bottom, and i'd imagine it would do that in the whole country as well.

My story:
My phone had bleeding/rebooting issues so I decided to exchange.
Called T-Mobile and explained the issues.
CCR told to pack it and send it to T-Mobile Return Center and call them as soon as I shipped it with the tracking number and they will send me the exchange right away. (cool)
I went to my UPS online account, created a shipping label (with tracking number).
Called T-mobile again and told them:
- I just sent my defective phone back here is the tracking number ........ .
CCR started ordering my replacement (took some time, apparently was having a hard time).
At the end, CCR said to me: Okay I had to cancel your order and we will reimburse your money in a couple of days, and we will need to make a new order. (thats when it came to me)
- Can I bye it at my local store so if it has any problem I can exchange in-store?
CCR: Sure thats very smart of you.
No restocking fee, they will pay my shipping.
Already bought it at the store and will be sending the other one tomorrow.
- The new one has the same bleeding problem, same poor signal strengths. At least I haven't had any reboot YET. Will wait for a couple of days without rooting to make sure it is not a rooting issue.

suhailtheboss said:
as far as i know the 30 day policy for full price is nation-wide in corporate retail stores.
it prints out the policy on every single one of our receipts on the bottom, and i'd imagine it would do that in the whole country as well.
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Click to collapse
but this doesn't apply if i bought it online through tmo, correct?

crazythunder said:
but this doesn't apply if i bought it online through tmo, correct?
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Click to collapse
check your confirmation email from T-Mobile.
This is what mine says:
Return Policy
To receive a refund or exchange, you must return the device within 20 days of the date of your purchase (30 days in California). All original contents must be undamaged and in good working condition, and you must provide your proof of purchase. All devices received as part of a promotional offer (for example, "Buy One Get One Free," etc.) must be returned and some limited edition and other devices may not be refunded or exchanged. You may also be required to pay a restocking fee.
To complete a return or exchange please follow these directions:
Return all devices in their original packaging, including accessories and literature.
Obtain a Return Form and shipping information by visiting T-Mobile online at www.T-Mobile.com/returnupgrade or by contacting Customer Care at 1-800-937-8997.
Send the device via a traceable carrier (such as UPS, FedEx, or DHL), retain shipping information for your records, and insure the package for the full value of the device.
Returns must be received by T-Mobile within 20 days from the date of your purchase (30 days in California).
Accessories: To receive a refund of any accessories purchased, you must return the accessories within 30 days of purchase, along with your proof of purchase.
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thanks. i think alot of people are under the assumption it's 14 days. thanks for pointing that out. i have 10 days after today, got mine last tuesday. mine has slight bleed in top right corner only.room has to be dark to see it. and even with gingerbread black status bar, the clock will hide it. or should. i really hate to return it. it's a great phone. and too many exchange nightmares out here. and....nothing better coming out anytime soon. sensation looks nice.....nice and locked though. what would you do? i think i'm just gonna keep it and keep bugging lg. i started a thread in their forum. and i've been emailing them. no response yet. i'm telling them i demand they personally replace my screen with a non defective one. we'll see how far that goes.

crazythunder said:
thanks. i think alot of people are under the assumption it's 14 days. thanks for pointing that out. i have 10 days after today, got mine last tuesday. mine has slight bleed in top right corner only.room has to be dark to see it. and even with gingerbread black status bar, the clock will hide it. or should. i really hate to return it. it's a great phone. and too many exchange nightmares out here. and....nothing better coming out anytime soon. sensation looks nice.....nice and locked though. what would you do? i think i'm just gonna keep it and keep bugging lg. i started a thread in their forum. and i've been emailing them. no response yet. i'm telling them i demand they personally replace my screen with a non defective one. we'll see how far that goes.
Click to expand...
Click to collapse
keep us updated.
i work in a tmobile store and always check every g2x before it goes out. pretty much every single one i've seen has had some sort of bleeding (opened at least 15 boxes in store)
so honestly i think the best bet is to get a replacement or repair done by LG directly instead of just exchanging it for another one.
my g2x also has a bit of bleed, but i'm going to wait till CM7 comes out to see if its noticeable or not.
everyone should keep in mind that these phones do come with a 1yr manufacturers warranty, and the screen bleed issue does fall under that warranty. so even if you miss your tmobile exchange window, you're still covered.

HTC UK Repair Centre delays

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

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

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

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

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

Have you contacted them? What do they say?

Mods DELETE!

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

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

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

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

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

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

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

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

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

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

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

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

Issue at a T-Mobile Store

Ive been in multiple stores to replace my T-Mobile S7 but the guys keep giving me a hard time to do so. I dont have insurance on the phone, Ive had poor battery life and bad pixel burn in as my issues they say it can be replaced they just keep pushing me away from doing so. Im the customer and I just want a replacement. I havent had this issue until the whole Note 7 fiasco. Let me know if you guys expierence similar issues...

You have to go through Samsung. Unless the devices 15 days or fewer from the time you purchased it from T-Mobile they ain't going to do anything.
Sent from my SM-G930T using Tapatalk

KillerClaw321 said:
Ive been in multiple stores to replace my T-Mobile S7 but the guys keep giving me a hard time to do so. I dont have insurance on the phone, Ive had poor battery life and bad pixel burn in as my issues they say it can be replaced they just keep pushing me away from doing so. Im the customer and I just want a replacement. I havent had this issue until the whole Note 7 fiasco. Let me know if you guys expierence similar issues...
Click to expand...
Click to collapse
Call T-Mobile and talk to somebody there.
Sent from my SM-G930T using XDA-Developers mobile app

I'm having problems with my phone and battery life since the update. Talked to the T-Mobile Rep on facebook. They sent a replacement S7 to my house within 20 minutes, no problem at all.

Grant H said:
I'm having problems with my phone and battery life since the update. Talked to the T-Mobile Rep on facebook. They sent a replacement S7 to my house within 20 minutes, no problem at all.
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I just spoke to someone at a T-mobile store , he ordered a replacement for me, it's just on backorder so I have to wait a week to pick it up at a store.

KillerClaw321 said:
I just spoke to someone at a T-mobile store , he ordered a replacement for me, it's just on backorder so I have to wait a week to pick it up at a store.
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Click to collapse
Imagine that. They have had to replace so many "flagship devices" that its on backorder even though it has been out for like 6 months.

They actually sold a lot of s7 devices and s7 edge due to the replacement of note 7 models and as well promotions recently where they bought one s7, got one free.
Sent from my SM-G930T using Tapatalk

KillerClaw321 said:
Ive been in multiple stores to replace my T-Mobile S7 but the guys keep giving me a hard time to do so. I dont have insurance on the phone, Ive had poor battery life and bad pixel burn in as my issues they say it can be replaced they just keep pushing me away from doing so. Im the customer and I just want a replacement. I havent had this issue until the whole Note 7 fiasco. Let me know if you guys expierence similar issues...
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Click to collapse
If you are outside of the 15days and dont have insurance then it's not T-Mobile place to replace contact Samsung. Next time just pay the exter for insurance can't get mad at them for following rules and your lack of common sense since you got a 700$ device with no insurance

kitila said:
If you are outside of the 15days and dont have insurance then it's not T-Mobile place to replace contact Samsung. Next time just pay the exter for insurance can't get mad at them for following rules and your lack of common sense since you got a 700$ device with no insurance
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Click to collapse
They are giving me a refurbished model for $20 , he actually said that I have once chance to purchase insurance, I declined and he gave me no issues with replacement... He also told me it was funny that they are on backorder though he heard that Samsung is focusing production on them. I also asked if they are the people to go to in this situation, he said and I didn't even know "the phone has a 1 year warranty". I completely forgot and I didn't know that they covers stolen devices and other damage other than cracks and water.

KillerClaw321 said:
They are giving me a refurbished model for $20 , he actually said that I have once chance to purchase insurance, I declined and he gave me no issues with replacement... He also told me it was funny that they are on backorder though he heard that Samsung is focusing production on them.
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Click to collapse
Thats good.to here

kitila said:
If you are outside of the 15days and dont have insurance then it's not T-Mobile place to replace contact Samsung. Next time just pay the exter for insurance can't get mad at them for following rules and your lack of common sense since you got a 700$ device with no insurance
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Click to collapse
That's actually 100% false. T-Mobile gives you a 1 year warranty with the device, and calling tech support will get you a replacement for $20, or $5 if you have jump/insurance. (Jump/Insurance also keeps the warranty going past 1 year)

kitila said:
If you are outside of the 15days and dont have insurance then it's not T-Mobile place to replace contact Samsung. Next time just pay the exter for insurance can't get mad at them for following rules and your lack of common sense since you got a 700$ device with no insurance
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Click to collapse
You're the one without common sense. The 15 day rule is if you aren't happy with the phone... That could be because it's defective, or you don't like it. Your carrier still provides a 1 year warranty. I've been in to stores 11, 6,5 months after purchase with a truly defective phone and the carrier replaced it every time. My store has a service center and it probably has to be a corporate store. Without one you need to call your carrier. They won't give you a new phone off the sales floor shelf (unless within 15 days) they have stock specifically for warranty exchange, most of the time they are factory refurbs, sometimes new, yet I could never tell the difference . They might not have it in stock but will order it. Normally you can pay $20 extra for overnight shipping (AT&T) Most recently was only exception as far as in store replacement . My s7 edge had a messed up home button. Also had a scratch on the screen. Local store said Samsung would probably reject the warranty due to the scratch. I left, called 611 and had a new phone the next day.
Edit: I've experienced this with 2 carriers, AT&T and Sprint. Both corporate stores. Joe Blow who has a franchise store wont replace it. The franchise store told me the same old BS that i had to call manufacturer (samsung) Calling your carrier seems to be the easiest way in most cases.

nugzo said:
You're the one without common sense. The 15 day rule is if you aren't happy with the phone... That could be because it's defective, or you don't like it. Your carrier still provides a 1 year warranty. I've been in to stores 11, 6,5 months after purchase with a truly defective phone and the carrier replaced it every time. My store has a service center and it probably has to be a corporate store. Without one you need to call your carrier. They won't give you a new phone off the sales floor shelf (unless within 15 days) they have stock specifically for warranty exchange, most of the time they are factory refurbs, sometimes new, yet I could never tell the difference . They might not have it in stock but will order it. Normally you can pay $20 extra for overnight shipping (AT&T) Most recently was only exception as far as in store replacement . My s7 edge had a messed up home button. Also had a scratch on the screen. Local store said Samsung would probably reject the warranty due to the scratch. I left, called 611 and had a new phone the next day.
Edit: I've experienced this with 2 carriers, AT&T and Sprint. Both corporate stores. Joe Blow who has a franchise store wont replace it. The franchise store told me the same old BS that i had to call manufacturer (samsung) Calling your carrier seems to be the easiest way in most cases.
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Click to collapse
If you bought the phone 2nd hand, will they still replace it under warranty?

Experiences with HTC repairs?

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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Click to collapse
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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Click to collapse
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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Click to collapse
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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Click to collapse
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...
Click to expand...
Click to collapse
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.

Ordered Monday, Rec'd Wednesday, RMA Friday.

From razer website to Texas, so no carrier involved.
This rma is for an issue I haven't seen here yet. The vibration device doesn't vibrate, it rattles loudly like a snakes tail. Defeats the purpose of "silent" vibration notifications at the office.
I should say I contacted support Friday to discuss the issue. They agreed to replace and start the process. Saturday I receive an email requesting order details to provide PRIOR to obtaining an rma for returning. I could have given them all this in Friday's chat season. In fact, since I ordered from razer direct they already have it. Starting to look like "mail in rebate" hurdles.
It's the first out of the box phone failure/issue I have ever had that required replacement. If you are on the fence about this phone you should pass.

It's a known issue.. I ordered the gold edition and it was perfect for a little while and it seems to get worse the more I use it. I don't really pay much attention to it anymore.. but I've got a S9+ sitting next to me which is the best Galaxy phone I've used ever..so I may just be returning my Razer. I love the phone, but I've had to use my Galaxy for call details (it's broke right now on Razer) and my cantacts are all jacked up for some reason so I think it's another bug on Razers end. I could put it down for awhile until they update, but then I've got a $650 phone just doing nothing on my desk. With the Razer 2 being announced a little later this year and pixel 3 coming out.. this phone doesn't seem worth the headache anymore.

Update: Be aware that the Razer return policy is essentially no returns. They give you 14 days from purchase date to request full refund.
Considering it takes 3-4 days from order to receipt, you're down to 10 days.
I used it 2 days before giving up and contacting customer service. It took me 3 days to get an rma.
Their prepaid shipping (I shipped very next day) burns another 3 days. I monitored fedex delivery and contacted support the day it showed delivered.
It took 2 days for them to respond. When they did I said I reconsidered and would like a full refund. I was told "sorry, your 14 days are up". First I've heard of that limitation.
Obviously their entire process is configured to run out the clock.

papashex said:
Update: Be aware that the Razer return policy is essentially no returns. They give you 14 days from purchase date to request full refund.
Considering it takes 3-4 days from order to receipt, you're down to 10 days.
I used it 2 days before giving up and contacting customer service. It took me 3 days to get an rma.
Their prepaid shipping (I shipped very next day) burns another 3 days. I monitored fedex delivery and contacted support the day it showed delivered.
It took 2 days for them to respond. When they did I said I reconsidered and would like a full refund. I was told "sorry, your 14 days are up". First I've heard of that limitation.
Obviously their entire process is configured to run out the clock.
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It's 14 days from purchase to start the RMA process not to get the faulty device to them. Since Nov, I've changed 3 Razer Phones due to Android bugs (not hardware issues), replacements that they offered to exchange for the faulty ones - not something I requested specifically - wanted to inform the about those specific issues. The last one (2nd Razer Phone) I send on the May 4th and today I received it back (the 3rd brand new one). Their CC is blazing fast and without any hassle (at least on EU).

I know I can rma for more flakey replacements numerous times.
My last post was to inform that the return for refund policy may as well not exist as they start the 14 day clock from purchase date, no matter how long you wait for arrival. Then further hoops you must jump through effectively eliminate your refund window.
Why should anyone be content returning a device 2-3 times until you get one that is acceptable? In 30 plus years of cell phone use I've never had a hardware failure out of the box until razer.
I'm just supporting my opinion to avoid razer with the facts of my case. If you're happy with your situation that's cool. I'm not cool with mine, and am just sharing my experience with the community.
Thanks.

any one notice min has went strangely quiet about the Razer phone these days, we still can't choose where the phone saves pictures, adaptable storage don't work under Oreo, build quality is mediocre I think we were sold a lemon all the promise of fixes and rapid updates have vanished
Sent from my SM-G960F using Tapatalk

The phone was a major disappointment.
Ditched it for a Mi Mix 2 and love it. Better camera, better build quality and materials. Actual custom ROMs to install too..