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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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Click to collapse
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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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
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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!

Bad Experience from HTC Customer Service Centre

I don't know whether its my bad luck or whether this is the typical level of customer service people can expect from HTC but I wanted to share my experience so that people might be more careful when purchasing a device in the future.
On June 28th I purchased a sensation from Expansys. Within one week of purchase I realized that there was a problem with the speaker. I returned the unit to them and requested an exchange with a new device, as the unit was a few days old. In order to receive a replacement I needed to wait until the HTC service center examined the device. What I didn't know was that it would take about three weeks for this to happen. So on August 4 I got a replacement.
The second unit run well until the end of October, where a dead pixel appeared. I contacted HTC Cyprus, fearing that the problem might increase over time. They confirmed that it was indeed a problem covered by warranty, but they would need to ship my device to Greece and that it would take approximately 7 - 10 days to have it fixed. After almost a month of waiting and several calls/complains to HTC Cyprus I got my unit back on Friday 2nd December in the afternoon. What appeared strange was that not only did they change the LCD but also a large number of other components which also changed the units IMEI. When I went back home I fully charged the unit and attempted the OTA update. During the update the phone turned off and could not be turned on again! Total brick.
Early the next morning I took the unit back to HTC Cyprus and was told that they would get it sorted by Monday afternoon as it was merely a software issue. On Monday, their technician advised me that the motherboard needed to be replace and hence, the unit would need to be shipped back to Greece. I complained and asked for a replacement and even offered to pay a small amount to have it replaced but I was told that this was not possible and that the only solution was to ship it back to Greece for fixing.
Today, I tried contacting HTC Europe in a desperate attempt to get a replacement. After an hour over internet chat, the best response I got was:
"Jon: We are HTC UK, but do deal with other European countries. Currently it is not possible to replace the handset. If the device is still faulty when returned from repair, then we may be able to replace the device."
Apparently the fact that over a five month period the phone was in service centers for over 2 months was completely irrelevant!
I don't know whether this is the typical customer experience customer should expect when purchasing an HTC unit, but be warned. It can happen to you too, and apart from complaining on forums there is not much you can do!

Yea HTC is nothing like APPLE who in my opinion has the best customer service ever. My sensation had touch screen issues so instead of getting a replacement they fixed it at their repair center took 4 weeks, but I had to pay for it too cause somehow the void seal was broken!!!!! rage!!! If you took a broken iphone to apple store, they would be like :
apple technician: Yeah this phone is like i donno, I dont really know whats going on. Just have a NEW ONE!!!

this is extremely poor service imo. serious complaining required I feel
good luck OP

Sorry to hear about your bad experience. I had a great experience when my 2 month old g2 broke. I called they gave me an RMA number. I sent it out on a Monday got it back the next Monday.

timothy918 said:
Sorry to hear about your bad experience. I had a great experience when my 2 month old g2 broke. I called they gave me an RMA number. I sent it out on a Monday got it back the next Monday.
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Click to collapse
Same experience I had with my G2.

Hey petros did u finaly end up with a working sensation? I wish i had read your post before bying my sensation xe. Do u or did u experience any problems with losing audio during calls?

Htc advantage

I just cracked my screen and was wondering if anyone has gone through HTC advantage?
You Can get the screen repaired or get a replacement refurbished phone. What is the best option? I have never got a screen replaced. My phone has no problems at all and getting a refurbished just worries me that it won't be the same.
My All New One

lucky_strike33 said:
I just cracked my screen and was wondering if anyone has gone through HTC advantage?
You Can get the screen repaired or get a replacement refurbished phone. What is the best option? I have never got a screen replaced. My phone has no problems at all and getting a refurbished just worries me that it won't be the same.
My All New One
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Click to collapse
to me this would depend..
they repaid screen only, so if your body took damage during the drop I'd get a replacement, if just the screen broke and rest of phone is mint id have them repair screen.

andybones said:
to me this would depend..
they repaid screen only, so if your body took damage during the drop I'd get a replacement, if just the screen broke and rest of phone is mint id have them repair screen.
Click to expand...
Click to collapse
Yes no body damage at all. Replacing the screen is not going to make a difference? It would be the same as when I first got the phone?
My All New One

Depends on how long you can do without your phone.
To get the screen replaced you have to send it in, let them repair it, then wait for it to be sent back. Or you give them $29 (I think) and they will overnight you a replacement phone.

85gallon said:
Depends on how long you can do without your phone.
To get the screen replaced you have to send it in, let them repair it, then wait for it to be sent back. Or you give them $29 (I think) and they will overnight you a replacement phone.
Click to expand...
Click to collapse
They send out refurbished phones. My phone is perfect under the hood. Besides I still have my droid DNA to use. I can wait a week or 2.
My All New One

lucky_strike33 said:
They send out refurbished phones. My phone is perfect under the hood. Besides I still have my droid DNA to use. I can wait a week or 2.
My All New One
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Click to collapse
I personally would send for repair then. It's been ing done by HTC so I'd imagine it willbe as good as new, esp since they should be expecting to do the repairs since releasing gthe advantage plan. Best of luck and let us know how it works out whichever way you choose.

andybones said:
I personally would send for repair then. It's been ing done by HTC so I'd imagine it willbe as good as new, esp since they should be expecting to do the repairs since releasing gthe advantage plan. Best of luck and let us know how it works out whichever way you choose.
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I just got my phone back from HTC for the screen replacement. I dropped the phone walking into Verizon to get a sim card the day I got the phone. Thankfully, HTC had the advantage program. I didn't even have to provide proof of purchase. I made a phone call, sent out my phone once I received the shipping label, nd a week later, I had my phone back ( I chose to repair my phone instead of getting the expedited replacement because they were out of gunmetal at the time). My phone had a small scratch and a little bit of damage on the bottom where it had hit the pavement, when the phone came back, it was like new again. The only downside to the whole process is the shipping speed HTC uses. 3 day UPS shipping to return, but hey it's free. Thanks HTC.

lucky_strike33 said:
I just cracked my screen and was wondering if anyone has gone through HTC advantage?
You Can get the screen repaired or get a replacement refurbished phone. What is the best option? I have never got a screen replaced. My phone has no problems at all and getting a refurbished just worries me that it won't be the same.
My All New One
Click to expand...
Click to collapse
They will just replace the screen itself. They have the one-time screen replacement, and they will not give you the refurbished one. They will send back to you the same phone you got. Before sending it back to them to replace the screen, better back up and restore everything first.

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

[Q] HTC U11 - Cracked Screen - Parts?

Hello all,
Anyone know of any issues with HTC's supply chain for replacement LCD's?
My U11 is cracked after a drop on the road.
My insurance company (O2 Insure) cannot replace or repair my device, as there isn't stock.
HTC UK have advised they can take the phone in, advise me how much the repair will cost and return it.
Although judging by others on this forum and on Twitter, repairs are going slowly or not at all.
Is anyone in the same situation as me?

I have the same problem.
I dropped my phone and the backside broke.
First contacted Dynafix, a Dutch company that performs repairs for HTC. They couldn't say anything about the costs and did not want to say if they had parts.
Because I was afraid I would lose my phone for a long time, I didn't go on with this.
then I contacted HTC, but that didn't help much either. If you want to repair with them, they simply send the device to Dynafix.
Finally contacted Probello (another Dutch company that repairs phones), they told me what I already thought, there are no parts available, something HTC couldn't tell me.
I think it's very bad that there are no parts available and that HTC can't tell anything about when there will be.

josding85 said:
I have the same problem.
I dropped my phone and the backside broke.
First contacted Dynafix, a Dutch company that performs repairs for HTC. They couldn't say anything about the costs and did not want to say if they had parts.
Because I was afraid I would lose my phone for a long time, I didn't go on with this.
then I contacted HTC, but that didn't help much either. If you want to repair with them, they simply send the device to Dynafix.
Finally contacted Probello (another Dutch company that repairs phones), they told me what I already thought, there are no parts available, something HTC couldn't tell me.
I think it's very bad that there are no parts available and that HTC can't tell anything about when there will be.
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Click to collapse
Quick update:
I had my U11 replaced on the 7th September by O2 Insurance. It took them 5 weeks to get stock in.
Seems to be a real parts shortage or HTC are holding parts for some unknown reason.
Good luck with repairing yours. I got lucky the insurance came through.

My HTC U11 also cracked!
My U11 is also cracked and it is out of guarantee because it is an user mistake. I have never seen such a sensitive phone. I am living in Turkey and replacement part cannot found. I do not know what to do, just I am frustrated.

patela20 said:
Quick update:
I had my U11 replaced on the 7th September by O2 Insurance. It took them 5 weeks to get stock in.
Seems to be a real parts shortage or HTC are holding parts for some unknown reason.
Good luck with repairing yours. I got lucky the insurance came through.
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Click to collapse
FYI, all contract phones through o2 are fully insured for the length of their contract, within the contract itself. Should anything happen to your phone and it is still within its contract just call o2 support on 202 and speak to an advisor. The reason they cover the phone is to get their full money, they must ensure you have a working phone otherwise you may be able to pause or 'squeeze' out of your contract early and no carrier wants that.
Not only that, you're paying over a grand for that phone in the long run so it's only fair they insure it for a few pence too..