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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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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?

[Q] 14 year old in desperate need of advice

I'm a 14 year old who has been saving up for an asus transformer pad tf300. I brought a few months ago after saving for a long time. I had it for a couple of months and accidentally cracked the screen. The touch is unresponsive. I took it first to the place that I brought it from (Currys) but they said they couldn't fix it because I hadn't brought their warranty, which cost half as much as the product itself. After this I contacted Asus, knowing that their customer support had a bad reputation, and they said that I would have to send it to their repair centre. They then said that I would have to pay a charge of £60 for it to be collected and looked at and even if they couldn't fix it this fee was un-refundable. Despite all of this I still continued with the process. It was only the day before it was being collected they sent me an email saying that they were going to send it to their repair centre in Czech Republic and that they wouldn't be able to specify a price. This is when I became suspicious. I cancelled the order and phoned their hotline and after a long, pricey phone call I got the name of someone higher up I could email. He said that the cost could be anything from a £120. Instantly I thought that this could mean absolutely anything. I told them not to worry about the repair and that I would find someone in England to repair it. After a month or so of searching the internet, making phone calls and sending emails everyone has said that they can't fix it.
Does anyone have any advice to overcome this problem? Thank you very much for reading this.

Perhaps a used model
arthur98 said:
I'm a 14 year old who has been saving up for an asus transformer pad tf300. I brought a few months ago after saving for a long time. I had it for a couple of months and accidentally cracked the screen. The touch is unresponsive. I took it first to the place that I brought it from (Currys) but they said they couldn't fix it because I hadn't brought their warranty, which cost half as much as the product itself. After this I contacted Asus, knowing that their customer support had a bad reputation, and they said that I would have to send it to their repair centre. They then said that I would have to pay a charge of £60 for it to be collected and looked at and even if they couldn't fix it this fee was un-refundable. Despite all of this I still continued with the process. It was only the day before it was being collected they sent me an email saying that they were going to send it to their repair centre in Czech Republic and that they wouldn't be able to specify a price. This is when I became suspicious. I cancelled the order and phoned their hotline and after a long, pricey phone call I got the name of someone higher up I could email. He said that the cost could be anything from a £120. Instantly I thought that this could mean absolutely anything. I told them not to worry about the repair and that I would find someone in England to repair it. After a month or so of searching the internet, making phone calls and sending emails everyone has said that they can't fix it.
Does anyone have any advice to overcome this problem? Thank you very much for reading this.
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Sorry to hear of your problem and poor ASUS/Curry's service in the UK - not sure if this is any help, but if they are asking a minimum £120 for a basic LCD repair, sounds you better off getting a new 'used' machine.
I'm still in two minds to purchase a June purchased TF300 and KB for about £165.00 for 32G model - happy to collect it on your behalf and sort out payment when I'm back in the UK - 30th November. Sounds better than a repair and cheaper than eBay.
Anyway, do respond or PM me - happy to assist if I can.

Hello Arthur, maybe I can help you, I sent you the PM, I am from Czech republic and I have two friends. They are the Asus HW specialists / technics.
Maybe I can help you with your problem, or I can sent you the price of repair. Contact me on email which I sent by PM on your mail. '
Sorry for my bad english.
George

[Complain] Samsung Customer Service in Hong Kong

I’m not sure I’m posting in the right section, the following case happens on me with my Galaxy Note but it seems happening on everybody in Hong Kong. I am wondering if it is a local problem or a general problem of Samsung Customer Service.
I apparently got a hard brick on my Galaxy Note, so I visited the Customer Service centre in Hong Kong. One month after my warranty has expired, I’m expecting to pay. Let me first describe my case. I accidentally flashed something wrong to my Note with odin, and it was not booting anymore, so I guessed it should be just a hard brick.
OK, a technician in the centre checked my device and concluded that, THE MOTHERBOARD OF MY NOTE WAS BROKEN, and charged me ~$240 in USD ($1800HKD) to repair.
Simply unprofessional. I then search for more cases. Many people here with problem on their Note, SII, SIII, etc. for software failures or malfunctioning parts, got the same reply of broken motherboard. Most of them got it repaired from unofficial shops with a price under $100USD. What’s going on with Samsung Customer Service in Hong Kong? Is it the same in your local service centres?
What a unpleasant experience and I am so disappointed with Samsung. How can I complain the case to Samsung Directly?
.

[Completed] I have an Allwinner A20 Cortex-A7 Dual Core 4* Mali400 with battery problems

Bought this item last christmas for my daughter she only used it for about 6 months an then the tablet wouldn't charge, As i've bought this off Ebay (silly silly mistake) I got intouch with the seller and they suggested to purchase a new battery and they would send instructions for repair, so after many messages back an forth as I didn't feel that i should have to purchase one as it came with 12 month warranty they were quite adamant that the battery is only guaranteed for 3 months so purchased battery but nothing else came so partner solderd, Nothing happens when you charge it. When i've been back intouch they won't respond and ebay say there's nothing they can do, does anyone now if there's something else we should be doing or should i just take it to a shop, ????

Well depending on what the warranty actually does or doesn't cover you may be at a loss and have to either have it repaired or file a dispute with paypal. That's about all we can offer for a hardware related issue.
I wish you luck

LG G5 dead

Hey guys, i was using my LG G5 i bought from swappa for about 10 days, everything was smooth, no problems at all, i was liking a lot, so today i was hanging out with my family, we took lots of pictures and because of that i ran out of battery. When i got home, put it to charge and to my surprise, nothing happens at all. I swapped batteries, chargers, cables... eletric.. nothing work.
Since im new to this, i dont know what to do in order to get a replacement, so i have some questions.
1. I bought from swappa as i told, is there a problem if i dont have a receipt?
2. how can i proceed? i live outside USA, so i was thinking about send the phone to a friend that lives in MIami... Do i have to mail the phone to verizon or i can get a replacement at any Verizon store?
Thanlks!

edgarzin said:
Hey guys, i was using my LG G5 i bought from swappa for about 10 days, everything was smooth, no problems at all, i was liking a lot, so today i was hanging out with my family, we took lots of pictures and because of that i ran out of battery. When i got home, put it to charge and to my surprise, nothing happens at all. I swapped batteries, chargers, cables... eletric.. nothing work.
Since im new to this, i dont know what to do in order to get a replacement, so i have some questions.
1. I bought from swappa as i told, is there a problem if i dont have a receipt?
2. how can i proceed? i live outside USA, so i was thinking about send the phone to a friend that lives in MIami... Do i have to mail the phone to verizon or i can get a replacement at any Verizon store?
Thanlks!
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The only thing I can think of is to contact the seller who you purchased from, most warranty is only valid for first hand buyer or the original owner, also that you have mentioned about the phone being verizon, you have to be a current subscriber to verizon to have them warrant the repair, and I think the phone should be register to the first owner, so you are out of luck.

damn it

edgarzin said:
damn it
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Hey man I just want to give you the correct information since the other person that posted gave you the wrong info. The phone you have gets a one year warranty, IT DOES NOT MATTER if you are the 1st owner or the 20th owner as long as you contact the right company for the warranty replacement they will send you a replacement for free. Now before you do that make sure they're is NO water damage or any other physical damage what so ever, they won't cover it if there is physical damage. Let them know it will not turn on and send it in. That simple. I used to work for Verizon and other cell phone companies. The warranty is on the phone for the 1st year and covers software issue and manufacturers defects. In your case it could be either. I would contact the seller you got it from, get the information you need to call it in for the warranty replacement and that's it. I hope this helps and I apologize you got the wrong information first.
Sent from my LG-VS985 using Tapatalk

kms108 said:
The only thing I can think of is to contact the seller who you purchased from, most warranty is only valid for first hand buyer or the original owner, also that you have mentioned about the phone being verizon, you have to be a current subscriber to verizon to have them warrant the repair, and I think the phone should be register to the first owner, so you are out of luck.
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yeah some misinformation here. The 12 Month Manufacture Warranty is still there. Just if you do not have a receipt they go by manufacture date.
You do not need to go through verizon. Just tell them you had verizon but left so it would be awckward to go back in. They will warranty just as long as no water damage or physical damage.

I standby for what I have said, in theory warranty only covers the 12 months with issue of receipt and is a first hand buyer, you can read this in the warranty provided with the phone, or you can contact verizon for these information, that being said, how they actually deal with the problem is another thing and if they phone has already been registered with the first owner, they can check this if they ask you for your personal information and if the information is a mismatch, they can reject any warranty.

For anyone viewing this thread, kms108's info is wrong. I had the same situation happen to me - bought phone on Swappa and died within a week. Contacted LG and they took the phone for repair with no receipt. LG's ****ty repair service is a whole another issue..

Avalanch3 said:
For anyone viewing this thread, kms108's info is wrong. I had the same situation happen to me - bought phone on Swappa and died within a week. Contacted LG and they took the phone for repair with no receipt. LG's ****ty repair service is a whole another issue..
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please read what I have mentioned above your post.