Warranty Repair is abysmal

[curseoftheninja]

The home button/fingerprint scanner stopped working on my phone. They said I needed to send it in for a repair.

It's 28 days later and they told me the parts are still on "backorder."

This is my first, and last, HTC purchase. It sucks because the U11 is such a good phone.

Anyone else have issues with warranty repair? Any ways to speed up the process? I've been tweeting at them and contacting support, but they don't seem to care at all.

 

[coronaboy10]

This is why I always go with Amazon instead. Their return process is superior to HTC's customer service, which I agree is just unacceptable and its been that way for a while. Hope they get your device fixed and back to you soon. Don't give up. Rooting for ya.

 

[supaeuro]

At least you were told your parts are on backorder. They cant tell me what's going on with my screen. They have had my phone for 53 days.

 

[Indyrobb]

Honestly I would call the credit card company to see if you could do a charge back at this point. I don't think I'd have given them more than 2 weeks to fix it.

 

[curseoftheninja]

Yeah it's still "in repair." There has to be some way to expedite the process. Does anyone know how to file claims with the BBB?

 

[kgbkny]

Yeah it's still "in repair." There has to be some way to expedite the process. Does anyone know how to file claims with the BBB?

Go to the link below and click the grey "SUBMIT A COMPLAINT" button on the right side of the screen. I had to file a BBB complaint after returning the U11 last July. HTC was delaying my refund (this also seems to be a common tactic with them, take a look at the thread about the U11 returns on this forum) and giving me the royal runaround. The complaint lit a fire under them and I had my refund in just about a week after HTC received the complaint. HTC's customer service may as well be nonexistent. As good as their devices are, I will never consider purchasing anything from HTC again. It's just not worth the headache.

https://www.bbb.org/northwest/busin...omplaints?section=reviews&reviewtype=negative

 

[curseoftheninja]

Thank you for the link! I just contacted support, and they gave me the same run-around. I just filed my complaint. Let's see if that does something

 

[curseoftheninja]

Update on my case:

HTC called me today. They said that since it is taking so long, they are giving me a promo code that gives me a free U11. Instead of repairing my original, they are letting me get a new phone.

They received my phone on 11/7/17. It took them 50 days to say "so yeah, we will get you a new phone."

I filed a claim with the BBB. I don't know if that sped the process up or not, but 50 days later it is finally handled.

I ordered it today, so I will let you know when I get it.

 

[coronaboy10]

Wow. Thats just insane. At least they did offer you a free device. But that entire process is just a nightmare and how they think this is ok is beyond me. I hope you dont stop buying their devices because of this experience, but I certainly wouldnt blame you.

 

[curseoftheninja]

Unfortunately, I'm never buying HTC again. The way they treated me was unacceptable. I had to hound them almost daily for this to happen.

 

[mrluky60]

I have had HTC phones in the past and liked them, but after reading g these comments I will not be buying HTC again, see ya.

 

[kgbkny]

Update on my case:

HTC called me today. They said that since it is taking so long, they are giving me a promo code that gives me a free U11. Instead of repairing my original, they are letting me get a new phone.

They received my phone on 11/7/17. It took them 50 days to say "so yeah, we will get you a new phone."

I filed a claim with the BBB. I don't know if that sped the process up or not, but 50 days later it is finally handled.

I ordered it today, so I will let you know when I get it.

Glad to hear that the issue was resolved in your favor! I'm absolutely positive that the BBB complaint got the wheels turning for you. Had you not filed it, HTC would be stringing you along for an undetermined period of time.

On a separate note, isn't it sad that customers have to resort to this in order to get a vendor to do the right thing? Although my issue with HTC didn't involve warranty repair, it was the absolute worst customer service I've ever experienced. Such a shame that a company that was once the top OEM has completely lost their way. Oh, how the mighty have fallen.

 

[curseoftheninja]

Yeah, it is sad that I have to constantly pester them to set this right. This is HTC, not some mom and pop operation. I was shocked at how poorly I was treated from a business of their size. Every other big tech company I've dealt with resolved the issue within a week. HTC makes me pay for shipping and doesn't do anything for 50 days.

I also wonder if the "delay" has anything to do with the Google acquisition. I really wish Android Central would look into all of these problems to see what the real issue is. I find it hard to believe that a big company like HTC can't get "back-ordered" parts in a timely manner.

 

[coronaboy10]

Yeah, it is sad that I have to constantly pester them to set this right. This is HTC, not some mom and pop operation. I was shocked at how poorly I was treated from a business of their size. Every other big tech company I've dealt with resolved the issue within a week. HTC makes me pay for shipping and doesn't do anything for 50 days.

I also wonder if the "delay" has anything to do with the Google acquisition. I really wish Android Central would look into all of these problems to see what the real issue is. I find it hard to believe that a big company like HTC can't get "back-ordered" parts in a timely manner.

I seriously doubt its had anything to do with the acquisition. People have been having this complaint long before that even happened.

 

[Morty2264]

I'm so sorry this happened to you, OP.

 

[curseoftheninja]

Well my Amazing Silver device arrived today. Here's hoping that this one doesn't mess up either.

 

[Morty2264]

Well my Amazing Silver device arrived today. Here's hoping that this one doesn't mess up either.

Keep us posted!

 

[Aquila]

Update on my case:

HTC called me today. They said that since it is taking so long, they are giving me a promo code that gives me a free U11. Instead of repairing my original, they are letting me get a new phone.

They received my phone on 11/7/17. It took them 50 days to say "so yeah, we will get you a new phone."

I filed a claim with the BBB. I don't know if that sped the process up or not, but 50 days later it is finally handled.

I ordered it today, so I will let you know when I get it.

Yay!

 

[supaeuro]

I just got the same voicemail about a coupon for a free U11 but they didn't leave a call back number. Do you have a phone number? Called customer service and they don't show notes and said to try again Tuesday.

 

[curseoftheninja]

I sent you a PM with with number. Good luck!