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[RANT] What's wrong with HTC's repair service center?

I had to send a broken Nexus One for repair, and they received my phone on June 22nd
On 23rd I received the quote for the cost of repair, and I paid it right away
But since then I have not received anything or any update from them. I have been calling customer service at least once a day to track the status, but all they can say is they are working on it
I mean come on, it's almost 2 weeks now and I don't even get updated once?
One representative told me the average turnaround time for repair is 5-7 business days, I call that BS
Anyone else experienced the same thing recently? Or is it always like that?

ctbear said:
I had to send a broken Nexus One for repair, and they received my phone on June 22nd
On 23rd I received the quote for the cost of repair, and I paid it right away
But since then I have not received anything or any update from them. I have been calling customer service at least once a day to track the status, but all they can say is they are working on it
I mean come on, it's almost 2 weeks now and I don't even get updated once?
One representative told me the average turnaround time for repair is 5-7 business days, I call that BS
Anyone else experienced the same thing recently? Or is it always like that?
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I sent a Blue Angel to them a couple of years ago and had it back in 4 days i guess it boils down to whats wrong and how much work they have and same as you i was not kept informed so thats still the same

lufc said:
I sent a Blue Angel to them a couple of years ago and had it back in 4 days i guess it boils down to whats wrong and how much work they have and same as you i was not kept informed so thats still the same
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They told me that they need to replace the motherboard and that's it...I'm starting to wonder if anything happened to their system because they said they have been receiving lots of similar calls

I've had nothing but problems with HTC's repair center, I sent in my Kaiser due to several issues. They suggested I send it to them in the original box and needed to give them a credit card so they could charge a fee to diagnose the problem.
Weeks went by and they could not provide a status then one day I get a package delivered with the phone missing the original box and the phone wasn't even packaged for shipping, it was rattling around without even bubble wrap on it.
There wasn't a single note stating what work the performed or if they even charged me. I called and they couldn't tell me anything more than the phone was working within normal guidelines. The D pad was almost falling out the hinges wouldn't keep the phone closed and that was normal.

It's now the 3rd week and I still haven't received my phone
They escalated my case twice but the only thing they can tell me is that the phone is under testing...for the past 2 weeks
What the heck do they need to test for 2 weeks?
I'm going to ask for compensation if it doesn't arrive within this week.

I just got the new desire. The problem i got with the phone is that it discharges electricity and i keep getting zapped by it. So i called up the hotline and was told that i could get a 1 to 1 exchange because it was within 14 days of purchase. So i like a stupid fool brought the phone to the service centre expecting to get it replaced. But that was not the case upon arrival, i was told that it was up to them to decide if they would exchange it. So i had to go back and come again 4 days later as i did not have a spare phone with me. After sending the phone in and waiting for 6 days to get it backthe phone was still giving me problems. So i called up the hotline to find out what was done to the phone. But halfway through the call i had to hang up as i could not stand speaking to that person who could barely speak propper english. I next sent an email to htc. Their reply was that to fix the phone zapping me with electricity was to reflash th ROM. Why the heck would you reflash the ROM for a hardware problem? Now 1 week after getting my phone back i am still trading emails with htc and they can only reply 1 email a day! This is taking forever.
HTC really needs to improve its service centre, helpdesk and email support. This is the last time i am ever getting a htc phone. If you want to see the email conversation between me and htc let me know and i will copy and paste it here.

I don't have a lot of problem with the customer service quality, but I do have lots of problems with the way they communicate between departments
It is now the 20th day since I initiated the repair, and I still don't see the day I would actually get my phone back
I have called the customer service everyday, sometimes multiple times a day, but they have absolutely no way of getting a hold of my phone
Everytime I called, the status of my repair is always "the phone is under final testing". Final test my ass! What the hell are they testing? Some kind of stress test that takes 3 weeks?
They tried to escalate my case but that didn't do sh!t. I tried to contact the repair team directly but guess what they told me, they don't have a phone number!
So what they only do is send email to the repair center about the situation, and I highly doubt they actually check the email at all
I don't know how much I need to wait any longer. What other organization can I contact to help my situation?

Since u got you the google nexus one, have you tried contacting google? Its a long shot but it might work.
I guess you are from the US than if you are not getting **** customer service. I am from asia where english is not the first language of many countries. In singapore where i come from, htc hotline is outsourced to either china or taiwan. You get people who can hardly speak english even if their life depended on it. Mention a few key word and they would reply you like they are reading off a script. Its damn sad that the call centre sucks like this. I never had to deal with the call centre or service center when i was using the touch pro2. Now after this i think i am going to give up on htc and switch to motorola

thongster27 said:
Since u got you the google nexus one, have you tried contacting google? Its a long shot but it might work.
I guess you are from the US than if you are not getting **** customer service. I am from asia where english is not the first language of many countries. In singapore where i come from, htc hotline is outsourced to either china or taiwan. You get people who can hardly speak english even if their life depended on it. Mention a few key word and they would reply you like they are reading off a script. Its damn sad that the call centre sucks like this. I never had to deal with the call centre or service center when i was using the touch pro2. Now after this i think i am going to give up on htc and switch to motorola
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yea I live in the US and the representatives on the line are all Americans...
I did try talking to Google...but unfortunately they are only responsible for the sales, so there is very little they can do about repairs

How much did they charge you for the repair. My girlfriend just drop her Droid Inc and the screen crack. I called there repair service to see how much a new screen would be but there closed

Qbfinest83 said:
How much did they charge you for the repair. My girlfriend just drop her Droid Inc and the screen crack. I called there repair service to see how much a new screen would be but there closed
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I'm not sure about that...my phone's screen seemed to be fine according to their diagnostic
I think a screen replacement is around USD90?

Things are getting even more ridiculous.
I called 2 days ago on Saturday, and to my surprised they told me that it was finally done with all testing stages and was ready to be shipped.
Delighted, I confirmed with them that I should either receive it on Monday or Tuesday.
This morning I called to obtain a tracking number, and guess what...
IT WENT BACK TO TESTING!
This is in no possible way acceptable. It is already the 4th week since I sent it back for repair, AND THEY ARE STILL TESTING IT! They even pulled it back from the package just to test it again!
WTF is wrong with them? Are they on crack or something? Do they just randomly pick a order, delay the order just to piss the customer off? Because there is absolutely no way to get a hold of them?
Please everyone, I need some advice here.

ctbear said:
Things are getting even more ridiculous.
I called 2 days ago on Saturday, and to my surprised they told me that it was finally done with all testing stages and was ready to be shipped.
Delighted, I confirmed with them that I should either receive it on Monday or Tuesday.
This morning I called to obtain a tracking number, and guess what...
IT WENT BACK TO TESTING!
This is in no possible way acceptable. It is already the 4th week since I sent it back for repair, AND THEY ARE STILL TESTING IT! They even pulled it back from the package just to test it again!
WTF is wrong with them? Are they on crack or something? Do they just randomly pick a order, delay the order just to piss the customer off? Because there is absolutely no way to get a hold of them?
Please everyone, I need some advice here.
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What i did was to go to htc website look for the feedback and ***** about them. After more than a week of trading email they are finally going to send someone to pick up my phone and deliver a loan phone to me. Not sure how this is going to workout this time.

[Q] Nexus S post-drop display hardware issues

Hi all,
About two weeks ago I fumbled my Nexus S and it fell from a great distance. This resulted in a cracked display. I replaced the cracked display and digitizer myself but have since been experiencing a couple of weird problems.
1. When the battery is below about 50%, the screen blanks out at random intervals. The four keys (home, back, search, etc.) remain lit and functional. If I lock and then unlock the screen the display comes back fine. Strangely, this doesn't occur at all when the battery is well charged (>50% or so). And the lower the charge, the more frequently this occurs.
2. I have opened the case a few times to try and reseat cables. After about the fourth time, the screen has developed a purple tint. This is visible even in the bootloader and recovery screens so I don't think it is anything to do with the ROM. I've tried various ROMs (CM7.1 RC1, stock) and the tint persists in each of these.
Any advice? Anybody run into any similar issues?
Thanks much.

Samsung Canada Authorized Service Centre Info
So, I basically decided to try my luck with Samsung Canada's authorized service centre. I'll post here how it goes.
Since Wind's service staff were no help and Samsung's customer service line was friendly but pointed me in the wrong direction, I thought I'd post the contact info for what appears to be Samsung's only authorized service centre in Canada. This info is also available from their website but takes a bit of digging.
Service Absolut (7305370 Canada Inc.)
3391 Griffith Street St-Laurent, QC H4T 1W5
tel: 514-738-8333
fax: 905-415-2688
[email protected]

Hey, I really recommend these guys. I sent my phone via XpressPost and got it back via Purolator exactly one week later.

[Q] [Hardware Failure] Need immediate attention. Phone not getting switched on

Here is the sad story of my HTC sensation which is still in COMA stage. I brought HTC Sensation 4g T-Mobile a month ago. It was working great until last week. All of a sudden it got switched off and never came back. No matter what I did. I removed the battery and then back on. Charged my battery for couple of hours and then tried to switch on. But with the same luck I wasn’t able to switch it back on. I mean to say, if I press power button then nothing happens. Immediately I took the device to the technician and he opened the device and tried to operate it one by one by checking the issue. To his surprise, he was not able to find out the issue either. The device was taking the power when he checked it through multimeter but device was not getting switched on.
Then after hours of struggling, he made a move to pull out the motherboard where RAM, Processor and other critical components would be present. Then he blew hot air to one of the IC present on the board by applying the flux gel. To our surprise, device got switched on. It was the 2nd life for my sensation. But to my fate, after few days, same issue happened and went to DEAD state again, then again the technician did the same thing, it got switch on again.
His explanation was that there is some kind of more power dissipation to one of the components which resulted in this issue. Finally the display went for a toss and I had to replace my display.
Now again my phone is back to dead state.
I am just curious to know if this is some kind of known issues in some devices?
Your inputs would be greatly appreciated.

Any thoughts on the above mentioned issue???

I am having the exact same issue! I turned on GPS/opened up the mapping application to track our drive up the ski hill yesterday, and after a few minutes of it running, the phone just died. No power, no lights, no action.
Tried a few different batteries, they all are delivering power to the phone, but no matter how many times you press that power button, there's no life.
Ended up taking it in to The Source (owed by Bell, my carrier) to get them to send it out for warranty repair, as HTC sent me back this wonderful email:
kirashi said:
Dear Erik,
Thank you for contacting HTC.
I’m sorry to hear you’re experiencing an issue with your Sensation 4G not powering on. Based on the information you’ve provided, HTC America does not support your device directly, but works in close relation with the wireless carriers in your country to offer support services. If your device was purchased from the wireless carrier you currently have service with, I recommend you contact them first. They can typically facilitate warranty services on your behalf.
If you device was purchased through other means, or if your carrier has indicated they are unable to assist, we also work closely with the Authorized Service Provider in your country, called FutureTel, to handle warranty claims. To obtain the most accurate and appropriate information for your device and the support options available, we recommend you contact FutureTel at 905-415-2388. When calling, please have the serial number, IMEI or MEID number and part number (S/N, IMEI/MEID, P/N) from the back of your device available. Because of the nature of the repair process, contacting FutureTel via phone is the fastest and most accurate way to facilitate this request.
Thanks for choosing HTC!
HTC Customer Care
Let me know if I have successfully answered your question, please click here to complete this.
To send a reply to this message, please click here.
Sincerely,
Edgar
HTC
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Now to just wait for a couple weeks to see what the verdict is... Obviously it's a common issue?
The phone does get quite warm (45 degrees Celsius) while the GPS is running, but as far as consumers are concerned, if there's a GPS built into the phone, AND an HTC Navigation app that they want you to buy maps from, I sure hope they put some thought into testing their GPS and phone for overheating.
Please, If anyone else has this issue, reply...

kirashi said:
I am having the exact same issue! I turned on GPS/opened up the mapping application to track our drive up the ski hill yesterday, and after a few minutes of it running, the phone just died. No power, no lights, no action.
Tried a few different batteries, they all are delivering power to the phone, but no matter how many times you press that power button, there's no life.
Ended up taking it in to The Source (owed by Bell, my carrier) to get them to send it out for warranty repair, as HTC sent me back this wonderful email:
Now to just wait for a couple weeks to see what the verdict is... Obviously it's a common issue?
The phone does get quite warm (45 degrees Celsius) while the GPS is running, but as far as consumers are concerned, if there's a GPS built into the phone, AND an HTC Navigation app that they want you to buy maps from, I sure hope they put some thought into testing their GPS and phone for overheating.
Please, If anyone else has this issue, reply...
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Click to collapse
Thanks for the reply. Its genuine hardware problem. I even googled it for some common hardware issues. But i couldn't get even a single thread for the problem i posted. I guess its due to improper functionality of some IC's on the board.
My phone got switched off when i was playing some game. I got the device from USA and now i am in INDIA. i cant even give it for repair.
UNLUCKY ME

Samsung Repair Process, or Lack Thereof

So, after spending 3 weeks not driving my car due to replacing fuel pumps, sending units, and numerous sensors, and thinking the car I borrowed from my mom was having issues with Bluetooth, it turned out the Bluetooth in my S8 Plus was completely toast. Would not turn on. Tried factory reset, the whole nine yards. So Samsung set up a repair, sent me a 2 day shipping label, and I sent it in on December 8th. I got the phone back on the 21st, almost 2 weeks after it was sent in. Nothing was fixed. The Bluetooth still wouldn't turn on. Somehow, when I signed up for the Samsung Care, it got cancelled, so not like I can get it serviced locally or swapped out. Samsung's attitude was, gee, we can send you an overnight UPS label. Sure, and with the holidays, you'll get it earliest next Wednesday, and I'll be without a phone until likely January 9th, earliest, to get it back. Samsung said they'd swap out the logic board, but my argument was, how stupid can you be that all you tested was the module for known good, but didn't actually see if it performed with the actual device? How do you send a unit back after 2 weeks that's no better than when you received it? They weren't willing to do anything to even offer a solution beyond a one day shipping label. I work as a manager for a company that does tech support for Apple, and this is the kind of run around I expect from Apple, not Samsung. I remember last year, iPhone 7's showing up on door steps with a piss yellow screen because quality control didn't catch it. I know of several DOA express replacements on iPhone 10's with $1250 holds on credit cards. I was cool with not having the phone for 2 weeks, I couldn't find anyone with an extra to borrow, but to be told to go another 2 or 3 weeks, over the holidays, without a phone, and trust you'll fix it right the second time is a bit much. Has anyone else had issues with the Bluetooth just not turning on, or having a repair with Samsung just go completely stupid?

chernabog88008 said:
So, after spending 3 weeks not driving my car due to replacing fuel pumps, sending units, and numerous sensors, and thinking the car I borrowed from my mom was having issues with Bluetooth, it turned out the Bluetooth in my S8 Plus was completely toast. Would not turn on. Tried factory reset, the whole nine yards. So Samsung set up a repair, sent me a 2 day shipping label, and I sent it in on December 8th. I got the phone back on the 21st, almost 2 weeks after it was sent in. Nothing was fixed. The Bluetooth still wouldn't turn on. Somehow, when I signed up for the Samsung Care, it got cancelled, so not like I can get it serviced locally or swapped out. Samsung's attitude was, gee, we can send you an overnight UPS label. Sure, and with the holidays, you'll get it earliest next Wednesday, and I'll be without a phone until likely January 9th, earliest, to get it back. Samsung said they'd swap out the logic board, but my argument was, how stupid can you be that all you tested was the module for known good, but didn't actually see if it performed with the actual device? How do you send a unit back after 2 weeks that's no better than when you received it? They weren't willing to do anything to even offer a solution beyond a one day shipping label. I work as a manager for a company that does tech support for Apple, and this is the kind of run around I expect from Apple, not Samsung. I remember last year, iPhone 7's showing up on door steps with a piss yellow screen because quality control didn't catch it. I know of several DOA express replacements on iPhone 10's with $1250 holds on credit cards. I was cool with not having the phone for 2 weeks, I couldn't find anyone with an extra to borrow, but to be told to go another 2 or 3 weeks, over the holidays, without a phone, and trust you'll fix it right the second time is a bit much. Has anyone else had issues with the Bluetooth just not turning on, or having a repair with Samsung just go completely stupid?
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Sorry to hear that. I know you said you did a factory reset, but did you try installing new firmware via odin? If not, give it a shot. It's easy to do. I and many others have had issues that factory resets did not help, but re-installing firmware did.

nugzo said:
Sorry to hear that. I know you said you did a factory reset, but did you try installing new firmware via odin? If not, give it a shot. It's easy to do. I and many others have had issues that factory resets did not help, but re-installing firmware did.
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I actually did try to flash the firmware, didn't fix it either. There was something seriously bad with the device. Samsung Pay quit working at like Walmart and Dollar General, worked when it wanted, and also the video for USB C to HDMI quit as well. Major failure with the logic board.

Question GPS Issues

Anyone notice inaccurate GPS after the Jan firmware update? Mine use to be fairly accurate and suddenly in Jan the GPS points after a run are now ridiculous. Mark firmware hasn't fixed it.

yes, around the same time, problems with the GPS when recording the route!! In the Maps application or location for the Weather, no problem!

This has been a problem for me since last update, and GPS/activity tracking is the main reason I have this watch! It was "fine" until a few weeks ago when i got my S22 Ultra. Thought it was just poorly set up but I've factory reset both and still an issue. Glad to know it isn't just me, but would be grateful if there is a fix!

The problem hasn't been resolved yet. Support replied that they were investigating the cause. Today, even more, I was convinced that this was a problem with the Samsung Health app on the watch !! Since Google Fit finds the GPS signal after 5-10 seconds!!!

Barmenchik said:
The problem hasn't been resolved yet. Support replied that they were investigating the cause. Today, even more, I was convinced that this was a problem with the Samsung Health app on the watch !! Since Google Fit finds the GPS signal after 5-10 seconds!!!
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Thanks for that info - It's not just Health app, I've tried Strava, MapMyRun and a few others and none of them could find a signal so pretty useless as an activity tracker! I'll try Google Fit today and see if that works. Interesting Fit works since google maps also works so the GPS on the watch must be fine it's how the location data is shared to non-google apps?

Confirming Strava cannot receive GPS signal!!!

Barmenchik said:
The problem hasn't been resolved yet. Support replied that they were investigating the cause. Today, even more, I was convinced that this was a problem with the Samsung Health app on the watch !! Since Google Fit finds the GPS signal after 5-10 seconds!!!
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Google Fit pull GPS from phone. Disconnect phone, and you'll see Google Fit has same GPS issue as all the other apps.

I confirm!! If the watch is disconnected from the phone, then the GPS signal is not received !!!

Ohh good call on the phone GPS. We'll, that's a bummer. Hopefully they can get it fixed for the next update... Whenever that may be.

Friends, did you send a report about this problem?

Installed update ***OXM1FVC8 last night and GPS still worthless.

It is necessary to fill up with reports about the problem, Samsung Support can then be fixed! They don't read XDA..
I sent another report that if you disconnect the watch from the phone, the GPS does not work at all!!!

I'm shipping mine back for repair as it's under warranty. Let's see what happens. I received a ticket number and shipping label.

Compass Navigation (Wear OS) - Apps on Google Play
Navigate everywhere with a compass fully offline.
play.google.com
This application look like get signal without BT. Please check it.

jkpsaras said:
I'm shipping mine back for repair as it's under warranty. Let's see what happens. I received a ticket number and shipping label.
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Samsung got watch, said it passed all tests with no problem detected. And they are sending it back. Looks liked I wasted my money buying this over a Garmin.

jkpsaras said:
Samsung got watch, said it passed all tests with no problem detected. And they are sending it back. Looks liked I wasted my money buying this over a Garmin.
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Great.....
I started a support case with them and after having me turn it off and back on again they said the only option I have is to send it in for repair. I JUST dropped it off at UPS, so sounds like I have 2 weeks with no watch just to get it back the same way it was... bummer. I'll let you know if I hear anything different.

alexcolodner said:
Great.....
I started a support case with them and after having me turn it off and back on again they said the only option I have is to send it in for repair. I JUST dropped it off at UPS, so sounds like I have 2 weeks with no watch just to get it back the same way it was... bummer. I'll let you know if I hear anything different.
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So, they told me that my watch wasn't going to be repaired because the part isn't available. They also can't replace it because there is no stock of watched apparently. I had to call 7 times and spent almost 2 hours on the phone with different people to find this information out. I'm being refunded in theory but through a very convoluted process. I do not recommend anyone send their watch in for a GPS issue!

I sent mine in for the second time and:
1. Received notification it is un-repairable.
2. I called and was told I'd receive a refund.
3. Received email notification with shipping label to send watch in. However, they already have the watch.
4. Called AGAIN, and was told that they process a refund and to look for an email to start the convoluted refund process (check, PayPal or Venmo.)

Unfortunately I won't be able to do that. The watch was bought from an online store, for the South America region. My location is UK... (((

Spent 4 hours off Welsh coast with clear sky's today. Using Wear GPS Fix app to evidence it found 1 satallite. Clearly very broken. Will complain to Samsung