HTC Manufacturer Warrenty experience.

[Boominsvx]

I just recently had the unfortunate pleasure of dealing with HTC's manufacturer warrenty department and decided to share the information with the forum for informational/venting purposes.

Problem: When my keyboard was slid out on my Touch Pro 2, the phone would sometimes shut off and reboot, other times it would shut off and I would have to press the power button to turn it back on. This was more probmelatic when the phone was warm (ie: battery charging while running GPS app and/or running Opera)

Solution: Call it in, get it fixed... I think.

Total Process:

Day 1 (Tuesday)
After multiple attempts, I finally get a phone number (877-293-0807) to their repair facility out of Ronkonkoma, NY. They give me the usual "if it's your fault we won't fix it" and I give them the "Yep, okay. Gotcha" speech. She says 3-5 buisness days after recieved the phone will be on it's way back to me with a 30 day warrenty on the repair. They would let me know by both email as well as phone what the outcome was and the tracking number when shipped. So I get the RMA number, take out everything I can and ship them JUST the phone.

Day 4 (Friday)
Call and give RMA number to see if they recieved it. They did not.

Day 5 (Saturday)
Your package could not be delivered as there was nobody to recieve it.

Day 7 (Monday)
Yes sir, we recieved your device and we are working on it. We'll let you know if there is a problem by phone and e-mail.

Day 10 (Thursday)
Place another call and hear "Yes sir, there is a problem with your device and we're waiting to hear about it". We'll send you a tracking number when it ships. At this point I realized that they had to ship it to someone else because their only purpose is to act as a middle man. Awsome!

Day 11 (Friday)
Still no call, still no email. 4:30PM and I know they won't be around for the weekend. Call to hear "I'm sorry sir, but this process does take 5 to 10 buisness days"........... wut? I hate you.

Day 14 (Monday)
Where the heck is my phone?! Holding back so hard from saying "The new mightyrom is out and I can't upload to New York lady". "I'm sorry sir, We have found there to be a problem with your keyboard... and we're trying to fix it." Oh man, I had this phone for 1 week and it seems like I'm never gonna see it again. What am I stuck with in the meantime?... an LG Rumor.

Day 16 (Wednesday)
Wake up late, check my e-mail, no new info. Check my phone, no missed calls. I call to check once again knowing from past experience that the squeaky wheel always gets the grease. "Sir, I'm showing your phone as being delivered. Have you checked your front porch?" Yep, it's here... covered in snow. (I ship it with a tracking number,$400 worth of insurance, and delivery notification. They ship it back and throw it in a snow storm.)

Five minutes later, STILL BROKEN!!! I Can't believe this. Works for 5 mins and dies. Frantically I call them hoping to hear a voice on the other end that I can associate with someone I've met throughout my life that I really desipse. I WILL unleash!
By the time I got through the dialing process, I just hoped they'd help me faster than last time, and I'm not that great with patience.
The news on the phone just made me drop my head in my hands. "Sorry for this sir, but I don't seem to have the best notes here. I have no idea what was done with your phone, but I can find out and call you back in 3 to 5 buisness days". I chucked my phone straight at my super padded carpet floor, maybe too much padding between that thread and the concrete because it just bounced right back up and hit my door ...hard. I hang up the phone and go to find my baby. No scratches, good screen, looks alright. God I'm an arse.

2 days later, I get a phone call, but I just ignored it. There must have been a loose ribbon in there somewhere, and as it hit the door perfectly flat, well.... It hasn't shut off since the throwdown. (about a week and a half maybe). I hope I didn't just break it again saying that. This was luck I'm sure, and the only reason it's included in this story is to finish with an outcome, but the purpose of this thread is to inform those interested in the HTC warrenty repair program what they can expect. It will probably just resurface on the 31st day knowing my luck lately.

They never sent the tracking number, never called, extended their repair process DURING the repair, and then couldn't even tell me what they did. Yes, I can be an angry person, but I did nothing wrong, and I hate dealing with big corporations that can't even handle customer service themselves, and then hire some tattle-tale middle-man to feed you BS in the mean time. It's just venting. I dont even know if I wanna post this. Now I feel angry AND mean.

[briggs]

it took them even longer to sned me a refurb when my TP2 went down. I think it was 20 days. my replacement unit hasn't let me down yet though.