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I bought my Nexus S at Best Buy when it was free for AT&T last week and I was coxed into buying their Black Tie Protection Plan. I have to say that it was a great idea. However, I took my phone in, because I had a deep scratch in the screen and they told me it's a no go, and they wouldn't accept it for repair. The scratch was deep enough where I could feel it with my fingers... In the end, the phone had to be more impacted, like a cracked screen. They told me Zagg would make it look like new again... All of this while I was waiting for my Case Mate case in the mail...
So I went home and intentionally dropped my phone from two feet from the ground and it smashed the screen! I was "hopping" it would hold up a bit better than it did, but it did have a scratch in the screen. Went back to BB today and turned it in... unfortunately I had read terrible stories of BB repair turn around times, taking up to three weeks!!! So here I am waiting for a commencement email from BB regarding the repair...
Anyone else have experience with BB Black Tie Protection?
The speaker on my first nexus blew out and I also had the black tie protection. Instead of repairing mine they just approved me for junk out about a week later and i went into best buy and got a brand new one. The only way it's gonna take a terribly long time is if the repair center is bogged down or they are having trouble repairing the phone. I wouldn't worry about it too much as the typical time is usually gonna be no more than two weeks.
Sent from my Nexus S using XDA App
I have the black tie. Never did a repair though. however I did have to take my nexus in yesterday because of wonky touch buttons. They said I qualified for rapid exchange. They took my nexus, gave me an LG Optimus loaner, and said I'd h have a new nexus in 3 days. Can't beat that!
Sent from my LG-P509 using XDA App
I took mine in for repair because the screen started to lift up on the top right corner. They said it would be taken care of in 3 to 5 business days. That was four business days ago. Also on the Geek Squad tracking website it still shows my device only as being checked in. Luckily I still have my N1 as a backup phone.
I was with GeekSquad a long time ago and their Policy then was, that Under no circumstances would they cover screen scratches or cracks. I'm sure that still stands now.
3 weeks is normal if they send the phone to Samsung, at least it's normal for European electronic device (phones, laptops, tvs, etc) exchanges/repairs.
Because I work for Geeksquad, I can answer most questions reguarding BTP.
90% of the phones sold at BBY qualify for Rapid Exchange BTP, the remaining 10% are either standard repair (taking approx 3-4 weeks to send it in get it repaired and then shipped back, but they provide a loaner phone everytime.) or In-store exchange.
Rapid exchange is essentially a pre-repaired phone, aka refurb. Instead of waiting normal repair times you get refurbs normally within 3 business days.
As for the OP, whoever told you scratches were not covered is lieing to you. BTP covers everything except blatent abuse, IE smashing the phone infront of an employee or sticking it under a tire and driving over it on purpose(yes they really can tell). This also includes water damage. Next time they tell you its not covered, ask to speak to a manager.
Well, I should have posted this before cracking the screen. And I thought they told me BTP covered everything except lost or stolen! (So I wouldn't have to go through the pain of cracking my screen...) And the rapid exchange wouldn't work because I have an AT&T version, which I believe is sold out...
Now I have to pain through three weeks!!! Dang!
Thanks for the info.
jake.corey.jacobs said:
Because I work for Geeksquad, I can answer most questions reguarding BTP.
90% of the phones sold at BBY qualify for Rapid Exchange BTP, the remaining 10% are either standard repair (taking approx 3-4 weeks to send it in get it repaired and then shipped back, but they provide a loaner phone everytime.) or In-store exchange.
Rapid exchange is essentially a pre-repaired phone, aka refurb. Instead of waiting normal repair times you get refurbs normally within 3 business days.
As for the OP, whoever told you scratches were not covered is lieing to you. BTP covers everything except blatent abuse, IE smashing the phone infront of an employee or sticking it under a tire and driving over it on purpose(yes they really can tell). This also includes water damage. Next time they tell you its not covered, ask to speak to a manager.
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Sorry, BTP was not around back then. I was a GeekSquad DA at launch; remained for two and a half years.
Unfortunately my phone recently had a death match with my porcelain floor. The floor won taking out the honor 8 screen within seconds.
The good news is that the screen should be under warranty.
Currently there is a ticket with Huawei to get it repaired.
This was only yesterday that I submitted all the asked for information via email.
Now I am wondering about how long it takes for Huawei to get back to you. And how long it takes from sending the phone in to getting it back.
Anyone have experiences with return and repair?
i had an experience, tho , i live in india , and honor takes their time and it will be somewhat late.. but i cant tell anything about your region, depends totally upon the region,
In Malaysia, I heard it can take 2-3 weeks
They told me 7 to 10 days.
Unfortunately it is a OOW Repair. Screen destroyed.
They said I didn't register it on time, and I swear I did.
It was within the 3 month screen repair window, but not unusual for companies to be strict ( even if you messed up along the way)
as i said, defferent in defferent regions
The screen is under Honor's warranty for accidental damage?
br.moss said:
The screen is under Honor's warranty for accidental damage?
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i think, they will charge for any additional hardware damage,
thilak devraj said:
i think, they will charge for any additional hardware damage,
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The Screen is covered fully the first 3 months I believe.
As long as you register within the first 30 days (I thought I did)
eracet said:
The Screen is covered fully the first 3 months I believe.
As long as you register within the first 30 days (I thought I did)
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for me tho, they charged..
eracet said:
The Screen is covered fully the first 3 months I believe.
As long as you register within the first 30 days (I thought I did)
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Interesting, too bad I didn't register :crying:
br.moss said:
Interesting, too bad I didn't register :crying:
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The cost really isnt that bad for a screen repair.
I know that it was 100$ for me .
If I did it locally it would of been at least 180$ taking the same amount of time.
Seems as though most companies that do screen repair can only do samsung or Iphones.
Silly but I guess it makes sense for them not to carry all screens in stock.
How long is it in the US?
only 20 bucks more than the deductible on passport 2.0 for the axon 7. guess that warranty isn't so special
It took around a week in Finland for repairing the back glass.
Ok, my screen got repaired in the US recently. It took 10 days in total from the day I reported the broken screen glasses to the day I received the phone back. From the day that the repair center in TX, US received my UPS shipment to the day it got repaired and shipped out, it was 3 days, or 2 days from the day they noticed me by email that they have received my phone to the day they emailed me the phone has been shipped back to me. I consider this is a pretty good record for Customer Service like this in the US. The UPS return shipment from the repair center to me is Air shipping (two days). It came back with a Huawei box--despite I used a very small box to ship the phone to them--and a contact card and a Huawei pen. The screens -- front and back, as well as the frame--were all replaced with a new set, marked with FRD-L14 despite the original one was FRD-L04. The OS was reset by them, which I guess was done for testing the installation and so on. I didn't ship the phone to them immediately after I received the UPS label from Huawei; otherwise, it could be sooner, I guess. I am satisfied with the service so far.
i2000s said:
Ok, my screen got repaired in the US recently. It took 10 days in total from the day I reported the broken screen glasses to the day I received the phone back. From the day that the repair center in TX, US received my UPS shipment to the day it got repaired and shipped out, it was 3 days, or 2 days from the day they noticed me by email that they have received my phone to the day they emailed me the phone has been shipped back to me. I consider this is a pretty good record for Customer Service like this in the US. The UPS return shipment from the repair center to me is Air shipping (two days). It came back with a Huawei box--despite I used a very small box to ship the phone to them--and a contact card and a Huawei pen. The screens -- front and back, as well as the frame--were all replaced with a new set, marked with FRD-L14 despite the original one was FRD-L04. The OS was reset by them, which I guess was done for testing the installation and so on. I didn't ship the phone to them immediately after I received the UPS label from Huawei; otherwise, it could be sooner, I guess. I am satisfied with the service so far.
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What is damage of your phone before? Both sides and frame?
freemannhp said:
What is damage of your phone before? Both sides and frame?
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Dropped the phone on the bottom frame and rolled down the stairs and then cracked the back and front glasses. The earjack plug hole got squeezed a little bit. That may be the worst scenario I can imagine. The phone was still functional as a tank. Glad they fixed everything for free very quickly
Here is a follow up of what has happened since my last post here.
I had to get the order for the out of warranty screen repair tied to the account. Mostly did this though phone conversations and they took my order number of the screen repair.
After a few days when they had to "verify" my information I finally received my UPS label.
They wanted everything packaged well and removed the Sim and SD card.
Dropped in my local UPS store.
It took about 4 days to get a verification that it was delivered to Texas. This was a Hauwei notification that said it was delivered.
Totally confused since it said delivered but had my address on the email I received.
The next day I received an email saying they have it in possetion and looking at what needs to be done.
A few more days go by.
Then I get a conformation that they are sending a replacement unit to me..
A few more days go by ( Over all 10 days total )
I received a box . It had a pen on top , a business card and a new phone in the bottom wrapped up in 4 different packaging.
This was not my old phone, I guess they didn't want to fix it .
The only issue I had was had to reinstall all of my apps and get everything set up .
So far its working well. Had a new case and screen protector I purchased to keep it from getting destroyed again.
Let me know if you have any questions about what happened.
eracet said:
Here is a follow up of what has happened since my last post here.
I had to get the order for the out of warranty screen repair tied to the account. Mostly did this though phone conversations and they took my order number of the screen repair.
After a few days when they had to "verify" my information I finally received my UPS label.
They wanted everything packaged well and removed the Sim and SD card.
Dropped in my local UPS store.
It took about 4 days to get a verification that it was delivered to Texas. This was a Hauwei notification that said it was delivered.
Totally confused since it said delivered but had my address on the email I received.
The next day I received an email saying they have it in possetion and looking at what needs to be done.
A few more days go by.
Then I get a conformation that they are sending a replacement unit to me..
A few more days go by ( Over all 10 days total )
I received a box . It had a pen on top , a business card and a new phone in the bottom wrapped up in 4 different packaging.
This was not my old phone, I guess they didn't want to fix it .
The only issue I had was had to reinstall all of my apps and get everything set up .
So far its working well. Had a new case and screen protector I purchased to keep it from getting destroyed again.
Let me know if you have any questions about what happened.
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Overall 10 days seem pretty common and relatively quick nowadays. If you had made a backup before sending it to them, you may have avoided the app reinstallation process. Thank you for sharing!
i2000s said:
Overall 10 days seem pretty common and relatively quick nowadays. If you had made a backup before sending it to them, you may have avoided the app reinstallation process. Thank you for sharing!
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I forgot to mention that they overnighted the phone back to me.
So it was the next day air that I received the phone.
Very fast return time.
I purchased it in the UK on the 3rd Feb so about 4 weeks out of the free 3 month accidental replacement warranty, do you think they will replace it out of goodwill considering it's only 4 weeks out ?
I would contact Huawei and ask them. We can do nothing but speculate.
Sent from my MHA-L29 using XDA Labs
I'll give them a ring in the morning.
Yes....they have a VIP protection in your case, in mine, they sent the dhl service to my home, packed the phone and they returned a new phone two weeks later, my mate 9 was grey they returned to me a golden one, so make a call to Huawei service, and have in hand copy of your purchase receipt to pack with the phone to send to Huawei service center.
I'll try them this morning, I'm 4 weeks over the vip protection so I'm hoping they do it out of goodwill considering I've only had the phone 4 months.
Spoke to huawei they won't repair it free of charge, not having any of it, even though I've only had the phone 4 months and it's only 4 weeks over the screen replacement warranty programme, whilst i understand it's out of glass warranty, i don't warrant only 4 weeks as being way over and I'm pissed off tbh, i will not purchase any phone that has a warranty by huawei again ?
Its a goodwill warranty not many brands offer free screen replacement! Hard to **** on Huawei in this case!
How much did they quote for out of warranty replacement?
I agree. Huawei are pretty generous even offering the three months free screen replacement. If you want a phone with a longer free replacement, you will be waiting a very long time.
With your next phone, either get a paid-for insurance or treat it more carefully.
Yes i know they offer it free but that's the worst part knowing I'm only 4 weeks out, i wouldn't have been bothered if they didn't offer this at all that i wouldn't have known, the fact it's only 4 weeks out is poor on huawei's part, they said possibly around £110 all in, I'm not paying that, i just won't buy huawei again, in fact I'm waiting for the one plus 5 launch tomorrow and will be pre ordering, now i have a £600 paperweight and huawei are not interested, i won't be interested in any of their phones in the future.
Sorry, I don't understand, you are out of warranty and you blame huawei for don't repair your phone for free?
It just sound weird...
It's not out of warranty, it's warranty until 2020, it's the screen which is 4 weeks out of warranty.
..... and it is the screen that's damaged
Stop complaining its not their fault you cracked the screen. LCD is about 30-40 usd and repairing phones is so easy.
I'm sure if it happened to you and there's no le way in the warranty whatsoever you would be moaning as well, i didn't ask for your opinion, i asked if it happened to anyone else and what the outcome was. If the shoe was on the other foot and all that.
If it was me the screen would of been replaced already. Would of bought the lcd and replaced it, it is soooooooo easy. $40 is not that bad for an lcd. Not giving you my opinion just saying the truth. No one cares if you think that huawei is being unfair or if you're not thinking of buying another huawei phone. Take from this and fix it yourself!
Out of warranty is out of warranty regardless of length. YOU broke it. 1+ wouldn't do any different. Buy a replacement screen and repair it yourself if you don't want to pay them to do it.
Warranty may be meaningless depending on the country you are in.
I bought my phone retail in Australia, dropped it from shirt pocket, in the original case which was on temporarily instead of usual tough case. This transferred force to edge of glass, massive fractures throughout the screen.
I contacted Huawei to find where I could get it officially repaired, maintaining my two year warranty. I was initially told by Huawei customer service after verifying my IMEI number, that I qualified for free screen replacement, but at 6 months this is not true. Australia is 3months, (New Zealand is 12months) for screen replacement I asked for the repairer details, only one company does official repairs in Australia.
Calling the company... $350 but they are waiting for parts... 3-4 weeks. Thinking it strange they can say that so quickly, I pressed for further details.
Apparently they don't repair Huawei, they swap them over and there was an indeterminate period before they would have stock again. I saw information elsewhere they were sending out mate 9's as replacements for Nexus 6p's with dying batteries, I guess that's where their stock went.
I asked Huawei to authorise a third party repair, as there are numerous places in nearby city, rather than interstate for their sole repairer that couldn't repair/replace it. They refused.
So basically I am wondering why I bought retail for a local warranty, when the company is incapable of maintaining supplies to honour any form of the warranty. Investigating further, anyone getting an Australian repair/warranty completed in less than a month for a Huawei is doing very well indeed.
It would be better to buy grey market, and immediately use any local repairer as required, with the saved money from grey import likely covering the first repair. The saved time... a day or so vs a month or more.
I asked Huawei if they would honor the original statement by customer service, PARTICULARLY in light of they were unable to provide a timely repair too.
Five weeks, and much wasted communications later they declined to oblige with a repair and Huawei support told me there were screens finally supplied to the repairer. The same repairer that told me outright they don't repair Huawei units at all. Someone's telling stories and my trust has plummeted. I've also subsequently investigated the satisfaction rate of their repairer and wouldn't trust them with anything other than a direct swap (which clearly accounts for the few positive reviews they have, others are sent phones without batteries, headphone sockets and other mind boggling faults) So, two months later my screens still broken, time to find repairer or supply of a genuine screen, seems half the screens on fleaBay are aftermarket unknown quality.
4 weeks is like 33% of the whole warranty time. If it was half a week, yeah why not. But not a month after a 3 month warranty...
Huawei is nice to include that warranty, so they're not to blame there.
Yeah it's pretty poor on huawei's part, no form of goodwill gesture whatsoever, i will not purchase anything huwawei again.
Can't tag on this thread for some reason but to whoever said it's 33% of warranty gone, don't be so bloody ridiculous! Of course it's 33% it's only 3 month to start of with, what a stupid statement, it's 4 weeks out not 4 pissing months! Jesus, anyway it's on the scrap heap, waiting for my pixel 2 xl which will be here next week, peace ?
Im in South Africa and im entitled to 2 free screen repairs within 24 months warranty. first 3 months is for main board replacement. Pretty sweet deal this.
Similar to what Samsung offered on the S4 and S5
Has anyone ever sent in their HTC device (mores specifically a newly released flagship) directly to HTC for repair? If so, can you share you're experiences as far as cost and quality of repair? Decided to do a water test on my brand new U11 and yes you guessed it... WATER DAMAGE! and didn't help that I dropped it and the back cracked right after! Thanks in advanced
No idea. Mine just arrived in Texas awaiting a repair after being exposed to water for 5 seconds. Curious, what color is your U11? I have a feeling that they were rushing out the Solar Red's because there's no way mine should have failed so easily. It might as well have no water resistance rating.
Paging Dr B said:
No idea. Mine just arrived in Texas awaiting a repair after being exposed to water for 5 seconds. Curious, what color is your U11? I have a feeling that they were rushing out the Solar Red's because there's no way mine should have failed so easily. It might as well have no water resistance rating.
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I got the amazing silver. But yeah I agree! IP67 rated? Doesn't seem like it to me. Keep me updated when you get your repair quote please man. I want to get an idea whether it's worth sending mine in or just cut my losses and buy something else. I read review after review of how horrible HTC repair service is as far as turn around time and repair quality. Though many of those reviews seem to be from overseas I hope we have better service here.
Paging Dr B said:
No idea. Mine just arrived in Texas awaiting a repair after being exposed to water for 5 seconds. Curious, what color is your U11? I have a feeling that they were rushing out the Solar Red's because there's no way mine should have failed so easily. It might as well have no water resistance rating.
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Any updates on cost of repair? sorry to bug I'm trying to get an idea cuz I have someone ready to buy my device.
Where do you live?
I have experience with HTC EU and I know staffs from HTC Taiwan. But if outside these 2 areas, I can't help...
DroidManIc said:
Any updates on cost of repair? sorry to bug I'm trying to get an idea cuz I have someone ready to buy my device.
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They haven't got back to me yet. I'm also a little miffed that they announced the 6GB variant today. HTC really needs to redeem themselves, because i'm about to throw my hands up and just buy a OP5.
Paging Dr B said:
They haven't got back to me yet. I'm also a little miffed that they announced the 6GB variant today. HTC really needs to redeem themselves, because i'm about to throw my hands up and just buy a OP5.
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Yeah I'm on the same boat man. I'm just scared to get an OP5 with Jelly scrolling issue and tbh U11 failed to wow me that's the reason I'm debating so much on a repair or drop $800 the 6GB version. It's a solid device but I just wasn't super impressed.
So a little feedback from Germany maybe. My U11 has been send to repair 3.5 weeks ago. I first contacted HTC to tell them that my unit has a gap between frame and display along the top and that AI guess it wouldn't be water resistant that way. 30 minutes later I got a call back to confirm the issue and 5 mother minutes later an email with a free shipping translucent. They informed me that repairs in general could take up to 14 working day that would be Monday to Friday here in Germany. But they also told me that it might need longer regarding the new flagship, as spare parts haven't been distributed as of yet.
Spare parts finally arrived last Thursday - 14 days after the device arrived at the HTC repair service. It won't cost anything for me as it is a 'defective unit'due to the manufacturing process. Don't have it back as if yet. But the brilliant thing is: HTC is keeping me up with latest information every two or three days and in addition put my device onto the priority list of the workshop. So let's sesle. Meanwhile I'm using its predecessor the HTC 10
Sent from my htc_pmeuhl using XDA Labs
Alpert3 said:
Where do you live?
I have experience with HTC EU and I know staffs from HTC Taiwan. But if outside these 2 areas, I can't help...
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I live in the states so I know my devuce would also be going to Texas for repair. Just in general, good or bad feedback from what you know?
5m4r7ph0n36uru said:
So a little feedback from Germany maybe. My U11 has been send to repair 3.5 weeks ago. I first contacted HTC to tell them that my unit has a gap between frame and display along the top and that AI guess it wouldn't be water resistant that way. 30 minutes later I got a call back to confirm the issue and 5 mother minutes later an email with a free shipping translucent. They informed me that repairs in general could take up to 14 working day that would be Monday to Friday here in Germany. But they also told me that it might need longer regarding the new flagship, as spare parts haven't been distributed as of yet.
Spare parts finally arrived last Thursday - 14 days after the device arrived at the HTC repair service. It won't cost anything for me as it is a 'defective unit'due to the manufacturing process. Don't have it back as if yet. But the brilliant thing is: HTC is keeping me up with latest information every two or three days and in addition put my device onto the priority list of the workshop. So let's sesle. Meanwhile I'm using its predecessor the HTC 10
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Many of the bad reviews I found were from EU more specifically the UK. So maybe just really crappy service in the uk? Lets hope so! Either way keep us updated :good: and hopefully all goes smooth with your repair man. My potential buyer backed out so I have the phone for probably a few more days to decide on possible repair. For now I went out and got my self GS7 Edge, not a Samsung guy but its a solid device.
DroidManIc said:
I live in the states so I know my devuce would also be going to Texas for repair. Just in general, good or bad feedback from what you know?
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I don't know about the states, but in most regions, HTC let a 3rd party repair center to do the job for them. Unlike Apple, HTC as well other companies doesn't have the resources to build repair center in each country. That's why in EU and the UK the feedback of repair experience is pretty awful: you report problem to HTC, HTC report your case to 3rd party repair center, then come back to you and tell you to send the device, etc. The process is complicated and relatively long, that creates mistakes, misunderstandings, as well some other problems.
In EU I believe it's a company called Gordon Electronic who's in charge of the repair. Sony, Asus Acer as well as many companies trust it. But their reputation is not so good.
I sent my HTC 10 to repair the camera module, I sent it twice and at the second time I asked for an expert analysis, and after nearly 3 weeks from the initial report, my phone finally got repaired. It costed me 20€ of shipping fee, and that's it. The result is good, but the process is painful.
Not sure about repair, but I'm having a nightmare of a time with my return of the U11. 3+ weeks and counting on the refund that their website says 5-7 days...
53fireman said:
Not sure about repair, but I'm having a nightmare of a time with my return of the U11. 3+ weeks and counting on the refund that their website says 5-7 days...
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Give the tracking number to your credit card company and dispute the charge.
That's the next try. Thanks
The credit card avenue worked. Thanks. Unreal how HTC can make a decent phone, but have absolutely one of the worst customer service departments I've ever dealt with. Whether over the phone, email, or Facebook, every single person I talked to read from the same exact script about "escalations department" and I'd have the refund within 48 hours or the end of the week. Will never buy another HTC again as much as I loved the EVO, M7, M9.... the U11 was just too big for me and didn't have all the LTE bands, but it was a great phone. Thinking the Pixel 2 even though HTC is rumored to make it, hopefully customer service of Google isn't near as terrible.
53fireman said:
The credit card avenue worked. Thanks. Unreal how HTC can make a decent phone, but have absolutely one of the worst customer service departments I've ever dealt with. Whether over the phone, email, or Facebook, every single person I talked to read from the same exact script about "escalations department" and I'd have the refund within 48 hours or the end of the week. Will never buy another HTC again as much as I loved the EVO, M7, M9.... the U11 was just too big for me and didn't have all the LTE bands, but it was a great phone. Thinking the Pixel 2 even though HTC is rumored to make it, hopefully customer service of Google isn't near as terrible.
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Glad to hear you got your $ back finally. I too will be jumping ship. I was die-hard HTC from the G1 (dream) - M8 then eventually stpped buying HTC because they refused to make flagships w anything bigger than 5.2" screen. I was so excited for the u11 even though I was still skeptical .... Skip forward 1 month and here I am today w liquid damage from about 10s water exposure, a cracked back from one of the most gentle drops ever (because I actually broke the phone's fall w my foot and not only that. The impact w the ground was moke like it just slid from my foot, no hard landing at all) and finally a potential expensive nightmare if I opt to send it in for repair. No thank you. I will too be waiting for Pixel xl 2 or maybe a newer version of the OP5.
So a little feedback on my end regarding my defective device. I sent it in to the repair at 28th of June being about 7 weeks back. HTC support has been great in regard of information. As the U11 has just been released when I sent it in, the workshop received it at the 5th of July and HTC actively informed me that there was a problem regarding the spare parts. Those would be sent from Taiwan an need about two or three weeks to arrive at the workshop in Poland. Well not what I wished but can be accepted. The spare parts arrived at 18th of July with some delays due to TNT not delivering as planned. Well then, now the 10 - 14 day period mentioned for the actual repair after receiving the parts started and waiting did as well for me. I got a little bit impatient as I didn't here any news until the 3rd of August when 12 of the 14 days had already past. So I decided to contact HTC. Prior to this and for the last time on the 19th of July I've been contacted and informed of the current status by HTC nearly every two days, which is really really great. But let's go on: after contacting them they promised to check on the next day and answered my question on Friday the 4th of Augustthat my device is repaired and packed for dispatch at the same evening. The notification with a UPS tracking number came about an hour after that information. And now UPS was the one to fail. They really needed until Monday evening, 7th of Augustto pick it up and another day - yesterday - for the delivery. So finally I got my U11 back. Repairs look really well done and all is working fine and as wished for. No fees as all repairs were covered by the warranty.
Overall I'm very happy and pleased with the service. Only drawbacks are the long time of delivery of the spare parts and finally UPS causing another 1 maybe 2 day delay.
Sent from my HTC U11 using XDA Labs
Please allow me to share my story.
Bought/PreOrdered my HTC U11 from Sprint on 5/31/2017, received it on 6/7/2017. Used, enjoyed and loved the device for about a month when on July 3rd the device got a cracked screen. It was beside me in the couch while I played Fifa 17. Bad combination. My wedding ring did the damage.
I Contacted HTC Support the next day and was told that no parts were available to fix my device and that I should call back in 2 weeks. My phone was still usable and I did use it for 2 weeks.
On July 17 I contacted HTC Support Chat and was told that I could send in the device. I specifically asked about parts/screen availability and I was assured that I would be fixed in 5 - 8 days and "most of that time will be in shipping". A case was created and I was given a ticket which instructions on how and where to ship to.
I wrapped up my device and attached a letter appealing that they fixed it for free because this was my 4th HTC (EVO, M7, M9, U11) and I never used Uh Oh on my previous phones and hoped they could make a concession.... etc.
USPS confirmation shows the phone arrived at the repair facility on 7/20/2017. I did not receive and have not yet received any automated response from the repair facility informing me that the phone was received, being processed, no parts are available or anything. I have been calling HTC Support asking for updates using the Ticket # however that has been unfruitful.
HTC support has "escalated" my case but there is a huge disconnect between them and the repair center, they have no clue whats going on over there. Today is 8/17/2017 and I still have no phone, no ETA, no hope. I've been calling every Thursday and the response is always the same. "I have escalated your case and you will get a callback withing 24 - 48 hours". I received a callback once and it was to say "When I hear something, I'll let you know".
I am rambling because I don't have my phone and I have no clue as to when I am going to get it back. I am back to using the old M9 and I'm not happy, I haven't even reinstall all my applications because I thought the repair would have been relatively quick.
I don't know what else to do ...
Any suggestions?
I'm going to asking for a new replacement phone since mine light bleed issues out of the box. If that is not something they can do then they can have this phone back. With the V30 and Essential phone coming out soon the U11 looks like more and more of a disappointment in my eyes. I have had HTC phone since the Tilt with the exception of the V10 but I can see how as a brand they have gone downhill.
berto1025 said:
Please allow me to share my story.
Bought/PreOrdered my HTC U11 from Sprint on 5/31/2017, received it on 6/7/2017. Used, enjoyed and loved the device for about a month when on July 3rd the device got a cracked screen. It was beside me in the couch while I played Fifa 17. Bad combination. My wedding ring did the damage.
I Contacted HTC Support the next day and was told that no parts were available to fix my device and that I should call back in 2 weeks. My phone was still usable and I did use it for 2 weeks.
On July 17 I contacted HTC Support Chat and was told that I could send in the device. I specifically asked about parts/screen availability and I was assured that I would be fixed in 5 - 8 days and "most of that time will be in shipping". A case was created and I was given a ticket which instructions on how and where to ship to.
I wrapped up my device and attached a letter appealing that they fixed it for free because this was my 4th HTC (EVO, M7, M9, U11) and I never used Uh Oh on my previous phones and hoped they could make a concession.... etc.
USPS confirmation shows the phone arrived at the repair facility on 7/20/2017. I did not receive and have not yet received any automated response from the repair facility informing me that the phone was received, being processed, no parts are available or anything. I have been calling HTC Support asking for updates using the Ticket # however that has been unfruitful.
HTC support has "escalated" my case but there is a huge disconnect between them and the repair center, they have no clue whats going on over there. Today is 8/17/2017 and I still have no phone, no ETA, no hope. I've been calling every Thursday and the response is always the same. "I have escalated your case and you will get a callback withing 24 - 48 hours". I received a callback once and it was to say "When I hear something, I'll let you know".
I am rambling because I don't have my phone and I have no clue as to when I am going to get it back. I am back to using the old M9 and I'm not happy, I haven't even reinstall all my applications because I thought the repair would have been relatively quick.
I don't know what else to do ...
Any suggestions?
Click to expand...
Click to collapse
**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.
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.
Click to expand...
Click to collapse
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..