01-18-2018 09:55 AM
37 12
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  1. supaeuro's Avatar
    I really liked my U11 until this afternoon. I actually use the squeeze function to open the camera, and like the feature. I never over squeeze it and have the sensitivity turned up.

    Today I went to squeeze and the screen cracked. WTF!?!?

    I have never dropped it and its been in the Spigen case since day 1. About to contact HTC soon, do you think I'll have to pay or would this be covered under any warranty?

    Screen Crack from Squeezing-h11.jpgScreen Crack from Squeezing-h112.jpgScreen Crack from Squeezing-h113.jpg
    10-11-2017 04:16 PM
  2. Morty2264's Avatar
    I'm so sorry that happened to you! Can't believe that could happen, especially since squeezing the phone like so is part of its normal functioning. I would assume they would cover it since the phone hadn't been damaged by drops, water, etc. Let us know what happens!
    10-11-2017 06:06 PM
  3. nileshdd's Avatar
    Sorry that happened. That is really scary. Let us know how HTC responds.
    Morty2264 likes this.
    10-11-2017 07:08 PM
  4. Dubss's Avatar
    Yeah but this has been reported On the web from other users sucks I just don't use the squeeze function not a fan
    10-11-2017 07:46 PM
  5. isdaako's Avatar
    I'm expecting that you'll have to pay.
    10-12-2017 05:12 AM
  6. supaeuro's Avatar
    Contacted HTC via their chat. They want me to send the phone to their Houston office and will determine cause of crack.
    They said plan to wait at least 5 weeks if screen is to be replaced.
    I'll keep you guys updated.

    Back to the Honor 8 for now.
    10-12-2017 12:27 PM
  7. supaeuro's Avatar
    Contacted HTC via their chat. They want me to send the phone to their Houston office and will determine cause of crack.
    They said plan to wait at least 5 weeks if screen is to be replaced.
    I'll keep you guys updated.

    Back to the Honor 8 for now.
    Morty2264 likes this.
    10-12-2017 12:27 PM
  8. Morty2264's Avatar
    Contacted HTC via their chat. They want me to send the phone to their Houston office and will determine cause of crack.
    They said plan to wait at least 5 weeks if screen is to be replaced.
    I'll keep you guys updated.

    Back to the Honor 8 for now.
    Thanks for keeping us updated! Wow, five weeks is a long time! Glad you have a backup phone though - and an Honor 8 to boot! That's what I'm using as well! Hope your phone gets fixed sooner than the five-week timeline!
    SkypilotOfHope likes this.
    10-15-2017 12:19 PM
  9. supaeuro's Avatar
    Update: still nothing from HTC. The "HTC Repair Tracker" still shows no updates. I contacted HTC and they have no updates other than the phone has been received.
    I was expecting a good 5 weeks without the U11 as the screens are on backorder, but 5 weeks to start the process and most likely another 5 to order the screen???
    11-04-2017 04:29 PM
  10. juwster's Avatar
    Have you had any updates on your phone yet?
    11-14-2017 05:17 PM
  11. scott1001001's Avatar
    I had the Pixel 2 Plus for one day and the screen where the squeeze mechanism started to fade to a dark, like the pixels we're dimming.. sent back for refund.

    Any update on your U11?
    11-23-2017 06:07 AM
  12. supaeuro's Avatar
    No real updates. I logged onto the HTC Repair Tracker tool and it shows "in repair". I did a HTC support chat and they said they have no updates.
    When I first sent in they said they would update me if under factor warranty before repairing. I've gotten no update.
    I asked if they could tell me if the replacement screen has been ordered or if they could expand on "in repair", they couldn't.
    Going on 2 months and I believe the screen hasnt even been ordered.
    curseoftheninja likes this.
    11-26-2017 01:40 PM
  13. curseoftheninja's Avatar
    Sounds like my warranty repair story. My issue is about the home button/fingerprint scanner no longer working. It's been a month and I've heard nothing. The tracker site says "received," but other than that I have no idea what's up. HTC chat said there's a part on backorder. They truly are terrible when it comes to warranty issues.
    11-27-2017 02:57 PM
  14. scott1001001's Avatar
    Paste your issue everywhere, their Facebook, Twitter, BBB. Contact them via phone, ask for a manager, contract HTC USA, insist on speaking to someone beyond front line support.
    11-27-2017 04:54 PM
  15. curseoftheninja's Avatar
    I have tried this, and it gets you no where. They simply say "sorry, we are waiting on back-ordered parts"

    Do you know how to contact the BBB? That's the one I haven't done yet
    11-28-2017 12:23 PM
  16. supaeuro's Avatar
    I agree, asking for a manager or even a contact within the Houston, TX repair facility gets you no where. They are unable to quote any time frame on repair and they have already had the phone for a month!?
    curseoftheninja likes this.
    11-28-2017 08:13 PM
  17. curseoftheninja's Avatar
    I tried to get a refund or have them send me a different phone, but they wouldn't budge. I am never buying HTC again, which is a shame because the U11 is such a great phone when it works properly.
    11-29-2017 10:27 AM
  18. supaeuro's Avatar
    Agreed, I will never buy HTC again.
    curseoftheninja likes this.
    11-29-2017 06:53 PM
  19. jwbekens's Avatar
    I bought 4 of the U11s from Sprint (pre release price of $300 plus 2 Echo Dots with each phone). 2 U11s have cracked screens from minor falls. I am waiting to see if Sprint can get one fixed. Sprint sent one of the cracked phones to their repair facility and state a 5-7 day turn around for screen replacement at about $200. Hopefully, the phone comes back next week with new screen. In the meantime, Sprint gives a free loaner phone with case. It's a basic LG, and my son says the battery life is terrible. Luckily he has an external battery/charger. Will update next week on the success or failure of the repair. Back in June when the screens broke, Sprint could not repair them, and I had called HTC and initiated warranty work, only to be told it would be at least 2 months until they had parts. Maybe Sprint has all the parts, lol.
    11-30-2017 05:14 PM
  20. jwbekens's Avatar
    Sprint must have all the repair parts. See here:
    https://forums.androidcentral.com/sh...=1#post6092704
    12-01-2017 02:21 PM
  21. curseoftheninja's Avatar
    Man. That would suck if that were the case. But I am glad you got yours resolved quickly!
    12-01-2017 02:35 PM
  22. supaeuro's Avatar
    Update: Spoke with HTC customer service today as I have heard nothing and the "HTC repair tracker" has not changed since "in repair".

    Customer service contacted their repair facility and said that the phone is in queue to be repaired, the same thing I was told 2 weeks ago. They said as soon as the phone completes the repair process I will be notified. They confirmed that the phone has already passed the diagnostic process. I asked if the screen has been ordered, they are not sure.

    Remember, htc hasn't accepted fault for the screen crack yet and nothing has been communicated to me in terms of repair cost, etc.

    I ask how can the phone be in queue to be repaired if we don't know who is paying for the repair?? He said again the phone is in queue and he has no more data and was not willing to call the repair facility again. He then said the RMA team cant explain why the phone is in repair without a quotation.

    So to recap dates:
    10/11- Repair Order Initiated
    10/13- Receipt of phone at Houston repair facility
    11/6- HTC Repair Tracker changes to "in repair"
    12/6- Still no updates?
    12-06-2017 01:32 PM
  23. curseoftheninja's Avatar
    Yikes. There has to be some way to expedite the process. Does anyone know how to file claims with the BBB?
    12-06-2017 08:12 PM
  24. supaeuro's Avatar
    Update: Contacted HTC again as another 2 weeks has gone by with no updates. I can tell you HTC seems to be getting bogged down in the customer service department. It now takes 5-10 mins to initialize a chat where before it was instant. I also chatted with a new person today, not my typical 3 people I have in the past.

    So customer service reached out to Houston repair facility and I kindly asked if they could try digging deeper this time. The rep said they have escalated the case and I should get a response in 24-48 hours.

    That is all they gave me.

    So to recap dates:
    10/11- Repair Order Initiated
    10/13- Receipt of phone at Houston repair facility
    11/6- HTC Repair Tracker changes to "in repair"
    12/6- Still no updates?
    12/18- Case has been escalated. No current updates.
    curseoftheninja likes this.
    12-18-2017 02:11 PM
  25. curseoftheninja's Avatar
    Sounds like my experience:

    Here's the link to file a complaint with the BBB:

    https://www.bbb.org/northwest/busine...wtype=negative

    I did that a few weeks back. HTC responded with "we will value the warranty and are working hard. We contacted the repair facility to expedite, but we can't give a timeline." So they gave the exact same nonsense run-around statement.

    I refused the complaint and sent another one back, asking for either a refund or a new phone. I haven't heard anything. I haven't had my phone for 50 days.

    Some Android media outlet needs to cover this. It is ridiculous.
    12-19-2017 04:21 PM
37 12

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