Guys, just creating a thread to let people know of some situation going on with the Exodus 1.
I bought my Exodus 1 in December and received it back in February. As soon as I received it I insured the device with Revolut (good and affordable), and surprise surprise: it fell on the floor and cracked the screen.
I made a claim with the insurance company, it got accepted and my device was sent to Lithuania for repairs, to a repair center called MTTC (authorized HTC repair center).
I just received my device yesterday, and the external part got fixed perfectly. They had advised me that they would need to reinstall the OS and I was fine with that.
Now imagine my surprise when I switched on the phone yesterday and tried to use the Zion wallet... it was not there. I went to Play Store to install it and it wasn't available for my phone. Weird.
After a couple of seconds, I found out why: they had reinstalled my OS into an HTC U12+! After receiving my claim registered for the Exodus AND my purchase receipt for an Exodus, they installed the OS for an U12+. So I lost all crypto and blockchain capabilities of the phone.
I already made a complaint with the insurance company, they contacted the repair center (no answer so far), and even talking to Official Support from HTC via Telegram group, they had put me on hold while trying to find a solution for the case.
So a warning to Exodus 1 owners out there: be careful when sending our device for repairs, EVEN with authorized repair centers.
What a joke!
Related
So here is my story
I purchased an HTC touch pro 2 last year, i bought it before it hit the US markets so i paid a load of money for it. No problem, i love the phones, and i Paid like $700 for the Touch HD when it dropped in England but the lack of the keyboard ended with me selling it.
So i get this phone from a guy that says its direct from HTC its in an exclusive white box blah blah blah right.
Get the phone and all is well, new roms are dropping and i have WM 6.1 on my phone (weak!) so being that i have a MAC computer i cannot do anything to update the phone with out buying a load of software and putting XP on my computer (nope!).
So i go to the HTC website and the update is there and it asks for the serial number, well i put it in and it wont recognize it, hmmm. So long story intro short, i mail it to HTC for an upgrade and maybe check out the loose hinge on the tilting screen.
They receive my phone, and my phone sits on the shelf at the warehouse for 5 DAYS!!!
I call and every time i get the same story, "well mr miller we will escalate this so that it gets taken care of right away sir." I called 3 times and it was never touched. Finally on the 3rd time they tell me, well this is a sample phone, one we gave to employees before it hit the market, so there is no warranty, and we cannot upgrade it, and where did YOU get this phone. Ummm i paid for it, out in the open on Ebay, not out of the trunk of some guys car outside the pool hall.
Anyway they wont fix it, i have no warranty and thats that, ok fine whatever give my phone back, this was on Monday (April 5th) of this week. So the phone is to be sent back to me per HTC on Monday.
Call on Tuesday to get the tracking number so i can see when it will arrive because i am out a lot, and they say it is still in the warehouse.
I call back on Wednesday to get the tracking number so that i can see when it will arrive because i am out a lot, and they say it is STILL in the warehouse.
I call back on Thursday to get the tracking number so i can see when it will arrive...... etc etc.
The rep then tells me there are no notes in the system and it has not even been started for ship out.
But she is going to escalate it so that it gets sent out ASAP Mr. Miller.
Lord not this escalate crap again.
OK BYE!
I call today Friday to get the tracking number, and its the supervisor i spoke with days ago that knows AAAAALL about my case.
Well Mr. Miller the phone is still sitting on the shelf in our warehouse/
WTF for a week+?!?!
It had been determined last WEEK that they were not going to repair it and were going to send it back.
So my phone has been held hostage by HTC and they wont send it back, no one will do anything to get me over to someone in the warehouse, they act as if its Area 57 or something and they dont have phones there.
So needless to say am very VERY disappointed in the treatment I have received and it is very likely that I will not purchase another HTC phone again after this nightmare.
Shame because i enjoy the phones, but i refuse to give my money to support a company that treats its clients in such a manner.
FYI
Sounds more like a local warehouse/repairshop type of service, not HTC. Imo.
TheDeadCpu said:
Sounds more like a local warehouse/repairshop type of service, not HTC. Imo.
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Nope, it was HTC America. I had to send it to them directly.
Weird. If this was in Norway i would just say "Hmmm.. I got this number to this newspaper" and they would give me a new free phone. Their so scared of bad PR here.
If you think HTC CS is the worst, then you haven't dealt with E-ten's..
Their RMA is actually a nightmare, they can loose a device for months, and return it "repaired" what actually means: dirty and parts still loose..
But nevertheless, good luck, hopefully the device will find it's way back to you.
EqX
When I got newton rings on my first Blackstone, I sent it off to HTC, or rather I dropped it off to them as I live in the same town.
I waited the week they said it would take, heard nothing, gave them an extra day and called, they said they'd call me back.
I called them after hearing nothing for a couple more days (I was busy at work so didn't have time to call every day).
Was informed they are waiting on my agreement to pay them a bucket load of cash to fix a warranty issue that they should fix for free.
So I had to go to a website to say that I wanted my phone back, and phone them to say I would be coming in to collect it so would not pay for postage.
Had I not known about the website and just waited, they would have disposed of my phone.
Unfortunately the customer support desk and the repair centre do not speak to each other, so when I arranged with CS that I'd be in the next Friday to pick up my phone at 1pm, they said it would be there, when in actual fact the repair centre had no idea I was coming so I had to wait around for them to find my phone and return it.
I then handed it to carphone warehouse who I'd bought it from to repair, they passed it to HTC for a warranty repair, HTC sent it back after a couple of weeks saying "No missing pixels found" even though it was sent to them to have the screen repaired due to newton rings and no mention of pixels.
Carphonewarehouse appologised and said they would send it off again, but by then I was so fed up about not having the phone for over a month, and expected HTC to refuse to repair it for CPW that I took CPW up on their offer to claim on insurance. £28 and a day later I had a brand new Blackstone.
Great products, crappy service.
AGREED, "great products, crappy service." I too had the Blackstone before i got my tp2
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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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?
Hi i have a problem with Dial-a-phone.....
Back in august i got my Sensation and within a week it got 1 dead pixel, Bright green, right in the middle. I contacted DAP (dialaphone) within a fortnight of getting the device to report the fault to which i got told "we will contact you with a viable solution" Heard absolutely nothing... Today i woke up to another 3 dead pixels! All red which i believe means they are totally burnt out,Called DAP and got told "As you have had the device longer than 28 days it has to go in to repair at HTC" Personally i know what HTC UK are like, Slow and one hell of a dusty enviroment!
My question is..In the Sales of Goods Act it states..
"Faulty items reported within 6 months have to be replaced or repaired (unless inconvenient) by the retailer."
So are DAP just being dicks?Should i be getting a replacement as its really inconvenient for me to have no phone! The only bonus if its inconvenient i can claim compensation for it.
I would suggest to contact HTC directly via WEB and tell them the situation.
http://www.htc.com/uk/help/htc-sensation-xe/
Select Customer Service.
Cheers
Sale Of Goods Act 1979
Hi op,
The Act states that where a fault develops within the first 6 months then it is assumed the fault was present at time of purchase and therefore you do have some recourse with regard to the phone being sold to you as 'not of sufficient quality'.
However with LCD displays (all types) there are quite a few examples where to be considered a defect, the dead pixels must be in the same place, ie. adjacent to each other and usually 3 or more.
I, personally, wouldn't at all be happy with just 1 dead pixel but it is often difficult to without going through the courts or trading standards to get anywhere.
Fight your ground with DAP and be calm, persistent and where possible, quote each and every one of your rights as a consumer. If purchased under a contract/credit agreement you have further protection under the consumer Credit Act. Likewise, purchases made via Credit Card have additional protection via the card issuer. Effectively, your issue is with the card issuer and you can fight the issue with them.
Last post is also a very good option, deal direct with HTC, politely and you'll more than likely get results.
HTC are indeed poor in the UK as the article on Watchdog highlighted.
Hope you win in the end.
yasobaso said:
I would suggest to contact HTC directly via WEB and tell them the situation.
http://www.htc.com/uk/help/htc-sensation-xe/
Select Customer Service.
Cheers
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I had a problem with another HTC phone i bought from CarPhoneWarehouse last year.
To cut a long story short, i was looking at a 2 week turnaround with CPW to get it fixed through HTC, so i ended up going through HTC direct.
HTC operate a pick up / delivery courier service and got the phone back to me in 3/4 days.
In my case HTC didn't fix the fault and i ended up having to send it back 3 times before they eventually replaced with another duff handset, and then upgraded me to my senny.
I would say i'm a rare case, and they should be able to replace your screen fairly easily in 1 hit, and get the phone back to you within the week.
Good luck.
My D6603 was one of the models that succumbed to the Sudden Death malfunction. I had a 32gb model that one morning, simply powered off and never powered on again. The device was almost a year old and in perfect shape.
I contacted Sony, went through their troubleshoot process, and mailed my device, RMA.
2 weeks later, on Friday, I received a 16gb refurbished model back. I contacted Sony immediately, and they said, "we'll escalate and get back to you if we decide to compensate for the difference in models."
That evening, I removed the screen film to put my screen protectors. The rear glass was cracked on delivery. I called but support was already closed for the evening.
I called this Monday, first thing, to report it. Apparently, there's no previous escalation file, and the customer service guy told me I should be happy I got a replacement at all. I asked to have it escalated again based on the fact that they mailed me what I deem to be a defective model out of the box, plus they must find some form of suitable replacement or compensation for the difference in value on products --- for something that is without argument a known defect in their manufacturing.
I was told I would hear back in 1-2 business days. I phoned this AM to follow up and they again don't have any history of escalation from Friday or Monday.
Is there a logical next step --- other than phoning Xperia Customer Support and lodging a complaint a 3rd time --- that I can take here?
So, on Fri 23 March I dropped my 6 day old S9+ and smashed the screen.
I immediately call Samsung customer care who say to go to my local Experience Store where they can repair my device on the same day.
I call my local (39 miles away) experience store who state that they can carry out the repair tomorrow morning if I get there first thing.
I then ring the store back to ask how much it would cost me and they state it will be £270.00 to completely repair my device and I also asked again if they are able to repair the following day to which they say that they can.
The following day I travelled to my "local" store and arrive before they open. When looking through the shutter, I see a member of staff, so I ask them if I am at the right place just in case there was another store I had to go to. The staff member asked what I was getting repaired as he might be able to book it in early and when I told him it was my S9+ screen to be replaced he quickly ran to the back to talk to the engineers and came back and apologised that I had been misinformed and that they are unable to do any S9/S9+ repairs at present and they are just swapping the devices over for a new single sim version which I did not want as mine was a Hybrid version. He then suggested I come back when the manager is in in about an hrs time.
I returned back to the store to be told by the same staff member that the current situation is that no stores are able to repair the S9/S9+ devices at present as no had been trained on the process, plus the machines they use to separate the devices have not been calibrated for the new S9/S9+ devices and it may be a month or so before they are ready to accept repairs.
I was then advised to contact customer care tech support who said I need to speak to online sales as my device was a hybrid version who then said they couldn't help and passed me back to tech support where I spoke with a decent agent who actually listened to the situation and immediately booked my device to be picked up by UPS and taken to their repair centre in Norwich. After researching, I found this to be a company called A Novo which has so many bad reviews spanning years, which did not feel me with joy.
On Mon 26 my device was picked up my UPS and tracking showed it was received the following day at A Novo at 06:59am.
Later on Tues 27 I check my online Samsung repair tracking which status has updated to "Device received and booked in and is awaiting repair" which I thought great, progress!!.....well that is what I thought!!
I allow for the Easter weekend to disappear and on Tues 3 April I ring Samsung for an update as the online system had not changed since the previous week. The Customer care adviser contacts A Novo and comes back to me 15mins later apologising for keeping me on hold for so long but there appears to be an issue as A Novo (repair centre) are stating they have not received my device to which both the Samsung adviser an myself found strange as all tracking shows it has arrived at A Novo as my online status shows that and this can only be achieved by scanning the barcode inside the packaging. I was then told to allow for 48hrs so A Novo can locate my device.
I rang Samsung back yesterday (6 Apr) for an update and was still told that my device had 'apparently' not been received. Again both the adviser and myself found that funny so she went to speak with a Manager and came back saying that they are raising a 'Lost in Transit' claim and not to worry as all tracking shows it arrived at the repair centre.
I now have to wait 3-5 working days for the claim to process and I should have a new device just after.
So i'm guessing some toe-rag has pinched my device at the repair centre as it most probably be one of the first S9+'s to come in at their centre.
I'd be livid and extremely upset had that happened to me, I really hope you get this resolved.
Did they ever find your phone?
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